MKT 1-15, 17
c
A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 10) How can a salesperson add value to the transaction for a retail outlet buying the organizers to resell to customers? A) by giving the outlet the same price rival calendars charge B) by helping the outlet place the order for the organizers C) by providing a free display stand and benefits list to outlets to help them sell D) by delivering the organizers to the outlets E) by penalizing outlets that do not sell many organizers with a smaller discount off retail price
c
A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 6) The product was developed by gathering focus groups of mothers and asking them what they need and what they wish normal planners offered them. This method of product development: A) is costly and inefficient B) is performed by the marketing department C) subscribes to the marketing concept D) reduces the barriers to purchasing E) is a method developed in the last decade
a
A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 7) As part of the marketing mix, the makers of the calendar will be running an advertising campaign directed at working mothers. Another part of the marketing mix is sending salespeople to sell: A) calendars to retail outlets B) calendars to working mothers C) organizational skills to working mothers D) nostalgia to organizers E) organizational skills to online reviewers
c
A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 8) Because this product looks similar to other products and only differentiates itself when a customer uses it, customers might be more influenced to buy it because of: A) advertising on websites geared to women B) marketing campaigns in non-traditional outlets C) word of mouth endorsements from other mothers D) teacher recommendations E) telephone marketing campaigns
e
A company has developed a calendar/messaging/paperwork center that helps working mothers organize their families' schedules and paperwork. All the mothers who have tried it have loved it, and it is priced comparably to normal planners, although it offers much more. 9) Company management is having a difficult time deciding whether to allot more money to a marketing campaign involving ad buys and promotional events, or to a staff of sales representatives to sell the organizers. What factor should they consider in allotting the budget? A) A national marketing campaign can cost more than the yearly salaries of an entire sales department. B) A marketing campaign can reach prospects in several geographic areas at the same time. C) Salespeople can visit several retail outlets a day. D) Salespeople work on commission. E) Even with a marketing campaign, retail outlets will need to order through and be trained on product knowledge by salespeople.
B
A partnership is beneficial for both parties because the successive sales are: A) equal to the initial sales B) greater than the initial or repeat sales C) not necessarily guaranteed D) a function of the price of the product E) transactional in nature
C
A series of creative improvements in the sales process that enhance the customer experience is also known as: A) relationship modeling B) customer-oriented sales C) value-added selling D) transactional selling E) managing relationships
c
A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 11) Considering the product and the target market, what would be the best sales model for the company to use? A) Sell the product exclusively via self-service online, as it is a technology product. B) Have the CEO of the company sell the product to prospects because he understands the importance of making sales. C) Hire a salesperson with some experience understanding and selling technology products to sell the product. D) Hire a highly experienced sales manager from the publishing industry to set up a sales department. E) Sell the product through a telemarketing agency.
a
A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 12) To effectively and efficiently sell the product, what type of salespeople should the company hire? A) inside sales reps B) outside sales reps C) detail reps D) missionary reps E) direct sales reps
a
A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 13) How does a sales rep create value for the customer with this product? A) Sell the customer the exact components that will integrate with the customer's current system. B) Speed the transaction along so that the customer can purchase quickly. C) Offer a lower price if the customer buys more than one system. D) Offer to demonstrate the product in the customer's office. E) Allow the customer to see a demo of the product online to see how they will be able to use the product.
d
A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 14) To train the sales reps, the company should: A) ask the sales reps to read three classic sales texts and engage in a role-playing workshop B) hire a trainer who understands sales techniques to train the sales reps in groups of three C) send the sales reps to a standardized course that teaches sales theory D) develop an in-house training course focused on product knowledge supplemented by a refresher in sales techniques delivered by a hired company E) send the sales reps to shadow the product developers to learn how they develop products for the company
e
A start-up has developed a business-to-business product that allows for integration of inventory, billing, shipping, teleconferencing, and webinar functions. This allows salespeople to demonstrate, check inventory, close a sale, and ship the product during a presentation with the client in person or by webinar. 15) The customer service representatives employed by the company for after-sales support are likely to need: A) training to learn to speak standard American English and lose accents they have B) to be instructed in basic telephone manners and standards of politeness C) mileage allowances for the time they will spend visiting client sites to physically install the software D) special sales skills that allow them to close particularly difficult sales E) specialized technical skills to assist customer companies in installing and implementing the software
D
A training and education initiative with specific requirements delivered by an industry oversight organization to salespeople in that industry is an example of a(n): A) university sales methods class B) corporate-sponsored training class C) internet-based training program D) certification program E) college concentration
A
A well-thought-out plan for establishing, building, and maintaining quality relationships is a: A) relationship strategy B) customer strategy C) product strategy D) presentation strategy E) personal selling philosophy
A
According to Larry Wilson, there are three keys to a partnering relationship. To establish a partnership with a customer, he suggests: A) making sure everybody understands the purpose of the partnership B) being sure the relationship is primarily social rather than professional C) that the role of the salesperson must move from consulting to selling D) that the salesperson must convince the client of the need for the product E) using closing methods that emphasize a rapid sale
C
Account managers from Campbell's help add value for their culinary customers by: A) giving them cheaper prices B) selling more products than the competition C) helping them improve their menus D) providing various payment options E) expediting shipments
D
Achieving a marketplace advantage by teaming up with another company whose products or services fit well with your own is referred to as a: A) marketing strategy B) customer strategy alliance C) sales strategy D) strategic selling alliance E) successive sales alliance
B
Alan Karbashian spends all day driving from customer site to customer site for sales meetings in his job with a national medical parts manufacturer. Alan is considered: A) an inside sales rep B) an outside sales rep C) an alignment rep D) a distributing rep E) an interchange rep
B
CRM software is used to hold information about: A) research and development B) competitors C) prospects and customers D) strategy E) market trends
C
Commercial vendors who provide sales training offer courses based on: A) Universal Sales Theory B) the theories of Dale Carnegie and Napoleon Hill C) a variety of sales approaches dating back decades D) modern sales approaches that have been regression-tested E) graduate-level MBA sales work
C
Convincing potential donors to support charities financially is an example of: A) turning the concept of sales on its head B) taking from those with financial resources without their realizing it C) using selling skills to support philanthropy D) taxing the wealthy E) performing a sales function without having selling skills
A
Corporate-sponsored sales training usually includes: A) training on CRM software B) training in accounting methods and theory C) training on shipping systems and logistics D) training on operating production machinery E) training on competitor's products
A
Customers want quality products and: A) quality relationships B) low prices C) free shipping D) custom installation E) little contact
E
Developing a long-term relationship that focuses on solving the customer's buying problems is referred to as: A) executing B) consulting C) selling D) managing a relationship E) partnering
C
Eric Villa obtained a license to sell real estate and then accepted a sales position with a local Century 21 agency. To prepare for this new position, he purchased and read a research report entitled "Buying Habits of Today's Home Buyers." Mr. Villa is attempting to develop a: A) presentation strategy B) product strategy C) customer strategy D) relationship strategy E) price strategy
E
For a strategic alliance to be successful, the first step is for a company to: A) enlist legal assistance to make sure its interests are protected B) talk to the customer to discover what its needs are C) assemble a team of product experts D) define the ethical guidelines that will apply to the alliance E) find out as much about the proposed partner as possible
D
In a market characterized by vigorous competition, look-alike products and customer loyalty that depends on quality relationships as well as quality products, the salesperson should fully utilize the: A) product strategy B) customer strategy C) presentation strategy D) relationship strategy E) marketing strategy
C
In a well-structured sales department, inside and outside salespeople often: A) compete for sales and customers B) duplicate their efforts and increase the company's cost per sale C) work together to generate leads, close sales, and provide service D) exchange leads depending on what the expected sales will be E) combine their monthly sales figures to increase commissions
A
In consultative selling, the customer is seen as: A) a person to be served B) a prospect to be sold C) a customer to be retained D) progress toward a quota E) a challenge to be overcome
C
In terms of relationship building, which type of selling is often the most challenging? A) transactional selling B) generic selling C) strategic alliance selling D) consultative selling E) missionary selling
c
Jenny Johansson sells customized buses like the ones bands use while on road tours. Her company has recently assigned her to a new territory in the Upper Midwest, and she is reevaluating the sales strategies she used in her old territory in New England. 2) During a presentation, when communicating the value proposition to the customer, Jenny should focus on: A) the features that make the bus special B) how much money driving a bus saves over chartering a plane C) how the bus will solve problems for the customer D) the gas mileage the bus gets E) the materials used in the modification of the bus
d
Jenny Johansson sells customized buses like the ones bands use while on road tours. Her company has recently assigned her to a new territory in the Upper Midwest, and she is reevaluating the sales strategies she used in her old territory in New England.1) Jenny is working on her sales strategy for a mid-sized town in her territory. One of her ideas is to stretch out of the traditional prospect pool of traveling performers, who are not headquartered in the Upper Midwest, and open up new markets with corporations that need customized buses for executives. This thinking process Jenny is participating in is called: A) the value proposition B) the marketing mix C) presentation strategy D) strategic planning E) optimization
b
Jenny Johansson sells customized buses like the ones bands use while on road tours. Her company has recently assigned her to a new territory in the Upper Midwest, and she is reevaluating the sales strategies she used in her old territory in New England.3) Which of the following would be an example of partnering? A) selling a customized bus to the CEO of the bus manufacturer B) renting customized buses to corporate customers through a car service agency that services corporations C) using the same brand of paint on all the buses they customize D) developing s standardized process to ensure the buses all receive the same steps, with differences within those steps E) creating two or more identical customizations for the same customer
e
Jenny Johansson sells customized buses like the ones bands use while on road tours. Her company has recently assigned her to a new territory in the Upper Midwest, and she is reevaluating the sales strategies she used in her old territory in New England.4) At a party, Jenny talks to a flight attendant who mentions the passenger she had in first class who needed a second seat for his oxygen and other medical equipment. Jenny realizes that modifying buses for medical needs instead of luxury could open a whole new market. This is an example of: A) product strategy B) transactional selling C) the persuader stage D) the marketing mix E) the marketing concept
a
Jenny Johansson sells customized buses like the ones bands use while on road tours. Her company has recently assigned her to a new territory in the Upper Midwest, and she is reevaluating the sales strategies she used in her old territory in New England.5) While making a sales presentation to the head of a local company, Jenny discovers that the head is routinely stopped and delayed at airport security because of a joint replacement that sets off alarms but doesn't show up easily in the x-ray machines. This adds another 3-4 hours to some trips, and has caused him to miss 10 flights in the previous year. This conversation is: A) need identification B) relationship building C) price negotiation D) qualifying the prospect E) post-sales service
A
Maintaining high ethical standards: A) can strengthen your relationship with a customer B) should be secondary to closing a sale C) is rare in the world of sales D) will lead to lost revenue for a company E) often puts you in conflict with your customers
C
Network (multilevel) marketing is different from traditional sales in that it: A) creates a pyramid with the CEO at the top and the salespeople at the bottom B) eschews growth of the salesforce for a given product C) relies on an interconnected network of independent salespeople to sell the product directly D) focuses on paid advertising instead of word-of-mouth publicity E) allies itself with competing products and service providers
D
Of the following activities routinely performed by salespeople, which one contributes LEAST financially to both the salesperson and the company? A) service calls B) face-to-face selling C) telephone selling D) waiting and traveling E) administrative tasks
C
On average, an experienced, high-performing salesperson will find the highest compensation opportunities with which approach? A) feature/benefit B) transactional C) value-added D) solution E) directed
C
One broad strategic area of the Strategic/Consultative Selling Model is: A) marketing strategy B) research strategy C) customer strategy D) service strategy E) budget strategy
B
Peter Kumar has developed a software application that will reduce costs and increase server speed for corporations of all sizes. Even with this useful application, Peter still needs to develop personal selling skills in order to: A) understand and write a business plan for his company B) explain his application to others who can buy it C) apply for a patent on his application D) maintain the discipline and stamina required to develop such a complicated piece of software E) ensure that only corporate users buy his application
C
Preparing objectives for the sales presentation and a plan to reach those objectives is the: A) product strategy B) customer strategy C) presentation strategy D) relationship strategy E) marketing strategy
E
Psychic income in selling refers to which one of the following? A) the visibility provided by working in the sales department B) the satisfaction of being on a commission payment plan C) the high commissions earned because of successful"intuitive" selling D) the opportunity to be a member of the sales team E) the job recognition afforded sales personnel
b
Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for all of the Southwest region. He is good at his job, and his greatest personal satisfactionalso the cause of his steady rise in the companyis his ability to understand customers and their needs and to sell them appropriate solutions. As a manger and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long-term, profitable sales relationships. 1) Sanchez's success is due largely to the fact that: A) he was born with the personality of a successful salesperson and capitalized on that B) he understood the key factors involved in becoming an excellent salesperson and worked to develop skills to support those factors C) he has unlimited energy and makes more cold calls than any other salesperson at his level in the company D) he knows how to persuade prospects to buy the products he is selling. When he began at DECA, the Southwest territory was wide open, with hardly any other salespeople working it. E) men tend to be more successful at selling industrial products than women do
c
Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for all of the Southwest region. He is good at his job, and his greatest personal satisfactionalso the cause of his steady rise in the companyis his ability to understand customers and their needs and to sell them appropriate solutions. As a manger and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long-term, profitable sales relationships. 2) To become a successful salesperson, Sanchez had to adopt a personal selling philosophy. Which of the three prescriptions of that philosophy is not only a mindset but a skill that he has practiced and honed to become successful? A) adopt the marketing concept B) value personal selling C) assume the role of problem solver or partner in helping customers make informed and intelligent buying decisions D) focus on product knowledge and everything else will follow E) develop the ability to create rapport with customers so they are buying from a friend Answer: C Objective: LO1
b
Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for all of the Southwest region. He is good at his job, and his greatest personal satisfactionalso the cause of his steady rise in the companyis his ability to understand customers and their needs and to sell them appropriate solutions. As a manger and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long-term, profitable sales relationships. 3) Sanchez and his department are using which of the following sales methods? A) unified selling B) value-added selling C) transactional selling D) traditional selling E) economy selling
d
Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for all of the Southwest region. He is good at his job, and his greatest personal satisfactionalso the cause of his steady rise in the companyis his ability to understand customers and their needs and to sell them appropriate solutions. As a manger and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long-term, profitable sales relationships.4) Which of the following would be a reason for Sanchez to remain in his Senior Regional Sales Director position instead of moving to executive management? A) Upper management makes a much larger salary than a Senior Regional Sales Director does. B) The Senior Regional Sales Director position spends a significant amount of time traveling the territory every month. C) He would be one of the only Latino members of the upper management team. D) He has more freedom to direct his own business strategy in sales than he does in upper management. E) The company likes to promote employees with sales backgrounds into upper management.
a
Ray Sanchez began as a junior sales rep at industrial products maker DECA Corporation 10 years ago, and has worked his way up steadily to Senior Regional Sales Director for all of the Southwest region. He is good at his job, and his greatest personal satisfactionalso the cause of his steady rise in the companyis his ability to understand customers and their needs and to sell them appropriate solutions. As a manger and now Senior Regional Director, Sanchez injects his department with this same commitment to understanding the customer's needs as the key to long-term, profitable sales relationships.5) Sanchez decides to try something new in the Southwest Region. He had been following the model of sending outside sales reps to follow up with prospects who expressed interest in the product by various prospecting methods. Now he will augment those efforts by hiring teams of sales reps to show the product to managers and buyers at stores that do not carry the DECA line but sell complimentary products, and to call these managers on the phone based on qualifying work the sales reps in the store have done. What two types of sales reps will Sanchez be hiring to comprise these teams? A) missionary salespeople and inside salespeople B) outside salespeople and inside salespeople C) competing salespeople and detail salespeople D) missionary salespeople and detail salespeople E) trade salespeople and detail salespeople
a
Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an Accounting major, but discovered that she is interested in product marketing and in sales. 6) What essential quality will Roni need to have to be successful in sales? A) She will need to enjoy interacting with potential customers and customers. B) She will need to enjoy making money. C) She will need to enjoy creating branding and marketing campaigns for products. D) She will need to enjoy servicing customers who have purchased the product from the company. E) She will need to enjoy competing fiercely with other salespeople for sales and commissions.
a
Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an Accounting major, but discovered that she is interested in product marketing and in sales.10) Right before graduation, Roni receives two job offers. One is for a sales position and offers a base salary of $30,000 plus commissions. The other is for a marketing assistant position and offers a straight salary of $40,000. Which of the following is likely to be true about the two positions? A) The sales job could end up paying more than the marketing job if Roni does well and makes more than $10,000 in commissions. B) The sales and marketing positions will have roughly equivalent duties, but different salaries. C) Roni will need more training to do the marketing job than to do the sales job. D) The marketing job pays more in salary because it is more demanding than the sales job is. E) The sales job relies more on personality and the marketing job relies more on skills.
b
Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an Accounting major, but discovered that she is interested in product marketing and in sales.7) Roni is taking a time management class as an elective in college, because she feels she occasionally struggles with managing her time and tasks. What effect do time management skills have on a career in sales? A) Time management skills are the key to sales, so someone who is not extremely organized cannot succeed in this career. B) Time management skills are necessary to be able to set priorities and manage the various tasks of sales while setting ones own schedule. C) Time management skills are difficult to learn if one is not born with them, so it is unlikely that someone without an internal sense of organization will be successful in sales. D) Time management skills are not a huge issue for salespeople because the sales manager sets the list of tasks and priorities, so the salesperson just needs to follow the list and execute. E) Time management skills do not intersect significantly with the tasks required to be good at sales.
e
Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an Accounting major, but discovered that she is interested in product marketing and in sales.8) Despite her interest in sales, Roni is concerned when she learns that, on average, female salespeople make less money than male salespeople do. Which one of the following statements is true? A) Male salespeople have controlled the industry for almost a century, so there is no reason to think female salespeople will ever be able to equal male earnings. B) Male salespeople would like to earn salaries equal to the salaries of female salespeople, but industry regulations have set their starting salaries at unequal rates. C) Female salespeople will never earn as much as male salespeople will in certain industries, such as heavy industry and transportation. D) Female salespeople make less money than male salespeople do because they must take care of their families and therefore cannot be as focused on their jobs as men are. E) The difference between the average earnings of female and male salespeople is less than the difference between the average earnings of female and male workers in other professions.
b
Roni Harris is a college student in the business department of her local university. She came in to college thinking she wanted to become an Accounting major, but discovered that she is interested in product marketing and in sales.9) Roni sees a job posting for a "Business Development Manager in the hospitality industry." Which of the following most accurately describes the duties of this position? A) Soliciting donations from charitable donors and foundations for an organization that promotes hospitality. B) Selling guest and conference hotel rooms and other hotel services to organizations. C) Working as a front desk clerk at a hotel. D) Servicing requests from guests at an upscale resort. E) Managing the banquet hall at a large restaurant/catering facility.
C
Sales departments and marketing departments often compete for: A) the largest number of employees in the company B) the biggest customers C) financial resources and budget share D) management's favor E) product to give away
C
Sales engineers are people with extensive knowledge of their product who also: A) provide service on the product after the sale B) develop the product as part of the research and development team C) communicate the benefits of the product to the customers D) have advanced degrees in science or technology E) have graduate-level sales training
B
Sales opportunities in the service sector are expanding because: A) service providers connect directly with consumers B) the service industry has a higher growth rate than the product industry does C) modern consumers need help with activities that they used to be able to do on their own D) the service industry is starting to saturate the market relative to the industrial and product industries E) the service industry provides a higher commission rate for salespeople than the other industries
A
Salespeople are considered knowledge workers because: A) they position and lay out information in a way that helps buyers understand it B) they gain knowledge of the product before they can sell it C) they repeat a script that they are given by their managers D) they develop understanding of the best practices of sales E) they create products themselves before they can sell them
E
Salespeople have an advantage over workers in other positions when being considered for promotion to positions of greater responsibilities because: A) Salespeople have limited opportunities for advancement. B) Salespeople receive a minimal amount of psychic income. C) Salespeople generally do not have good job security. D) Salespeople have numerous opportunities to advance to middle-management ranks. E) Salespeople have high visibility within companies already relative to other positions.
D
Salespeople in the U.S. report that they work in sales primarily to: A) be promoted to management B) avoid working traditional hours C) have greater flexibility with retirement D) make more money E) generate pension credits
B
Salespeople need to build and maintain relationships with: A) lawyers B) company support staff C) journalists D) vendors E) auditors
D
Salespeople today are encouraged to think in terms of: A) the profitability to the company that a customer represents B) building a career that will translate even if they switch companies C) maximizing their time by automating most functions D) the total lifetime relationship with the customer E) the total life cycle of a given sale
E
Sharon Wiley is a sales representative employed by a leading producer of pharmaceuticals used in veterinary medicine. Recently she attended a university-sponsored seminar that focused on new research findings in selected areas of veterinary medicine. Ms. Wiley is attempting to develop a: A) relationship strategy B) customer strategy C) service strategy D) presentation strategy E) product strategy
B
Some top-performing salespeople earn more than their managers. This compensation is made up of: A) bonuses only B) base salary, commissions, and bonuses C) commissions and charge-backs D) bonuses and dividends E) IPOs and base salary
B
Tamara Grindel is a doctor who practices with a group of other physicians with the same specialty. She is considering taking a course on selling skills. What is the most important way in which this will help her medical practice? A) Learning selling skills will give Dr. Grindel an alternate career once she retires from medicine. B) Learning selling skills will help Dr. Grindel bring new patients to her practice. C) Learning selling skills will aid Dr. Grindel in communicating effectively with pharmaceutical reps who show her new medications. D) Learning selling skills will show Dr. Grindel how to ensure that her patients take the medications she prescribes them. E) Learning selling skills will require Dr. Grindel to understand the financial pressures of running a practice.
A
Terri Milano, employed by a manufacturer of home electronics, offers assistance to retailers in such areas as credit policies, pricing display and store layout. She also collects information regarding acceptance of her firm's products. She is performing the duties of a(n): A) detail salesperson B) retail salesperson C) inside salesperson D) field representative E) manufacturer's representative
A
The CEO of SwiftLink spends one week each month going to sales appointments with various salespeople in the company. In addition to assisting the salespeople with presentations, a likely reason the CEO goes on sales calls is: A) to gather information on customer needs and preferences B) to deduct mileage on his vehicle as a way to offset taxes C) to undercut the salespeople in underperforming divisions of SwiftLink D) to ensure that the salespeople do not give volume discount pricing E) to trade information to customers in exchange for information on competitors
A
The ability to monitor our own feelings and the feelings of others, and manage emotions in our relationships is referred to as: A) emotional intelligence B) relationship partnering C) a relationship strategy D) self-concept E) a win-win relationship
A
The bundle of facts, opinions, beliefs, and perceptions that you have about yourself are referred to as which of the following? A) self-concept B) self-love C) self-esteem D) self-mythology E) self-examination
B
The customer strategy always takes into consideration: A) maintaining a close partnership B) what the customer needs C) the profit margins of the product D) the relationship between the selling partners E) the company's sales quotas
D
The development of a personal selling philosophy involves: A) a full acceptance of the limits of the marketing concept B) a full appreciation of the tenets of the free enterprise system C) a desire to sell internationally D) assuming the role of a problem-solver in helping customers make complex buying decisions E) assuming the role of a competitor for customers' money
B
The duties of inside salespeople may overlap heavily with the duties of: A) sales managers B) account managers C) product developers D) supply buyers E) internal auditors
D
The effective exchange of information is the foundation of most economic transactions. This is known as: A) exchange theory B) personal selling C) the value-added economy D) the information economy E) the post-consumer economy
E
The evolution of strategic selling can be traced to: A) a need to use fewer salespeople to sell more products B) the growing demand for less expensive products C) the need for salespeople to master sales force automation practices D) new levels of competition E) several trends that resulted in a more complex selling environment
D
The four broad strategic areas of the Strategic/Consultative Selling Model are: A) connected to each other B) in conflict with each other C) independent of each other D) not independent of each other E) identical to each other
E
The highest form of partnering is the: A) marketing alliance B) value-added alliance C) partnering alliance D) customer partnership alliance E) strategic selling alliance
E
The marketing mix consists of product, promotion, place, and: A) personnel B) principle C) perfection D) pride E) price
C
The process of building and maintaining strong customer relationships by providing customer value is called: A) marketing concept B) value-added selling C) customer relationship management D) personal sales philosophy E) customer strategy
B
The three major relationship challenges are building new relationships, transforming relationships from personal to professional, and: A) projecting a professional image B) managing relationships C) developing empathy D) developing rapport E) adding value
B
The ultimate goal of the "marketing concept" is: A) product diversification B) customer satisfaction C) brand loyalty D) rising profit margins E) efficiency of production
A
There is a pay gap between men and women in the field of sales, with men earning more than women do. Despite this, sales represents an excellent financial opportunity for women for which of the following reasons? A) The pay gap in sales is less than the pay gap in the workforce overall. B) The pay gap varies from company to company. C) The pay gap is only an issue in certain industries. D) The psychic income from sales is equivalent to the value of the pay gap. E) The psychic income from sales cannot be quantified.
D
Trade selling and missionary (detail) sales are both examples of sales: A) directly from the manufacturer to the consumer B) from the distributor to the consumer C) bypassing the manufacturer to the distributor D) inside the supply chain but not to the consumer E) externally from the consumer to the supplier
C
Well-trained salespeople can add value to the traditional retail shopping experience. Selling for a retailer might involve which of the following products? A) personal computers, automobiles and assembly line robotics equipment B) photographic equipment, industrial specialties and recreational equipment C) fashion apparel, personal computers and recreational vehicles D) microchips, musical instruments and automobiles E) software back-end integration services, jewelry, and motorcycles
A
What event contributed most to the increased need for telecommunications salespeople? A) deregulation of telephone service B) anti-trust suits brought against the telecommunications industry C) financial improprieties in the telecommunications industry discovered by internal auditor D) creation of a national regulatory committee for telephone service E) development of voice-over-IP (VOIP) technologies
C
When UPS was first established, founder Jim Casey described the firm's focus as follows: A) to become a leader in international shipping B) to become the world's most profitable company C) to render perfect service to our stores and their customers D) to become the world's most efficient shipping company E) to become the fastest shipper in the world
D
When a marketer decides to adopt partnering, emphasis will be placed on: A) selling strategies B) product development C) selling tactics D) the customer E) the salesperson
A
Which of the following describes a category of sales personnel in the field of manufacturing? A) sales engineer B) field researcher C) comptroller D) technical support representative E) research and development director
A
Which of the following is a practical approach to improving your self-image? A) Learn to develop a positive mental attitude. B) Maintain a clear focus on past mistakes. C) Spend time getting to know your competition. D) Spend time each day contacting your current customers. E) Develop a general level of knowledge on many topics.
B
Which of the following is a step to creating and delivering the customer value model? A) creating the customer's value needs B) creating the value proposition C) quantifying the value proposition D) questioning the value proposition E) presenting the value proposition
C
Which of the following is an activity that would be performed by a customer service representative (CSR)? A) processing employee paperwork B) delivering supplies to the factory floor C) providing telephone support for installation D) calling prospects to sell them the product E) reconciling bank statements with accounting records
E
Which of the following sectors would NOT be considered to be part the service industry? A) hotel, motel, and convention centers B) insurance C) banking D) real estate E) chemicals
B
Which of the following statements accurately describes value-added selling? A) Value-added selling has emerged as a response to the product strategy. B) Value-added selling has emerged as a response to the customer economy. C) Value-added selling surfaced during the era of transactional selling. D) Value-added selling would not be an appropriate strategy in international markets. E) Value-added selling is only appropriate for services, not products.
A
Which of the following statements would NOT be an application of the marketing concept? A) Let's speed up production and get these products to customers faster by eliminating the field test. B) Let's show these product designs to some prospective buyers for their reactions. C) Let's examine our points of distribution to see if we're reaching the market effectively. D) Let's do some research to see which colors the consumers prefer. E) Let's ask customers which products they used most heavily.
E
Which of the following trends in sales has led to an increase in both the education and skills a salesperson needs? A) an increase in commission per sale B) an increase in the time spent on personal relationships C) an increase in web-based selling channels D) a shift from in-person to telephone sales E) a shift from "selling" to "consulting"
B
Which of the following would be considered a secondary decision-maker? A) a credit department staffer employed by the same company as the salesperson B) the administrative assistant who works for the CEO of an established customer C) a shipping department worker employed by the same company as the salesperson D) the secretary who provides support services for the sales staff E) the accounts payable clerk who works for the vendor
C
Which one of the following people would NOT be considered a "knowledge worker"? A) someone who performs research to discover new information B) someone who takes current research and uses it to facilitate a task C) someone who relays information from one party to another without changing it D) someone who puts information in a format that allows others to access it E) someone who uses information to solve a problem
b
XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 11) Salespeople for XFormation need to be able to successfully: A) convince a prospect to buy B) partner with the prospect to achieve the prospect's training goals C) communicate why XFormation trainers are the best D) make prospects like them so they will want to buy from them E) persuade prospects that the XFormation training course will serve their needs
c
XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 12) Which of the following is an example of a relationship strategy salespeople for XFormation could use? A) Use mirroring and other subtle methods to create rapport and a good relationship with the customer so the customer ultimately buys. B) Understand all the training products they sell and how to customize a package for the customer. C) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. D) Give a presentation to the customer after planning out the objectives carefully ahead of time. E) Understand the customer's needs and what and how they need to buy.
b
XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 13) Which of the following is the main goal for XFormation salespeople in terms of product strategy? A) Create products that customers really want to buy instead of products that the company wants to sell. B) Understand all the training products they sell and how to customize a package for the customer. C) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. D) Give a presentation to the customer after planning out the objectives carefully ahead of time. E) Understand the customer's needs and what and how they need to buy.
e
XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 14) Which of the following is the customer strategy that XFormation salespeople should use? A) Understand all the training products they sell and how to customize a package for the customer. B) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. C) Give a presentation to the customer after planning out the objectives carefully ahead of time. D) Spend enough time with the customer that the salesperson lives and breathes the customer's business. E) Understand the customer's needs and what and how they need to buy.
d
XFormation is a company that develops and delivers custom trainings for products, procedures, and change at companies. XFormation developers have extensive knowledge of adult learning theory, and the trainers are dynamic, engaged teachers. 15) As a presentation strategy, which of the following makes the most sense for XFormation sales representatives to follow? A) Understand all the training products they sell and how to customize a package for the customer. B) Examine how they can add value for customers so the customers will continue to contract with XFormation on a long-term basis. C) Rehearse the standardized presentation so extensively that it is smooth and flawless, and any prospect would buy from the salesperson. D) Give a presentation to the customer after planning out the objectives carefully ahead of time. E) U.nderstand the customer's needs and what and how they need to buy