Professional Selling: Connect/Learnsmart

Which of the following statements about making a good impression on a potential buyer is true? A. The time spent waiting for a prospect should be used by salespeople to complete others tasks associated with their job. B. A negative first impression often has an enduring impact on the relationship with a client. C. One of the best ways of making a good impression is to prepare well for sales appointment. D. A salesperson should modify his/her behavior based on the prospect's state. E. All of the above statements about making a good impression are true.

All of the above statements about making a good impression are true.

Which of the following is a likely reason for a customer complaint? A. The salesperson set the buyer's expectations too high. B. The terms of the sales contract were not met by the salesperson. C. The product required extensive technical expertise to operate. D. The product was used improperly by the customer. E. All of the above.

All of the above.

"This model 107 electric nail gun will reduce the amount of time your crew spends roofing a 3,000 square foot home by 30 percent. This will lower your labor costs and allow you to bid more competitively in the market for your service." This opening statement is an example of a(n) _____ opening. A. compliment B. curiosity C. referral D. introduction E. benefit

benefit

A person who is both cooperative and assertive is in the _____ mode for resolving conflicts. A. competing B. accommodating C. avoiding D. collaborating E. compromising

collaborating

Which of the following is an example of an inbound salesperson? A. Bettina makes cold calls for her field sales representative. B. Marjorie is a telemarketer who sells aluminum siding to key accounts. C. Al calls to see if the Yelverton family wants to renew its subscription to the "Nashville Tennessean." D. Burt receives a phone call from a customer in BellSouth who wants to check the availability of a particular watch. E. Tracey sits at the customer service section and provides product information to her clients.

D. Burt receives a phone call from a customer in BellSouth who wants to check the availability of a particular watch.

Which of the following corporate areas is important to salespeople? A. Marketing B. Manufacturing C. Administration D. Shipping E. All of the above

E. All of the above

Which of the following statements is true about negotiation teams? A. The selling team should be typically larger than the buying team. B. Because of the interaction among team members, individual creativity is stifled. C. It is always easier to reach a decision when there are a higher number of team members. D. It always takes lesser time to reach a decision when there are more people involved on each side. E. Each team member should have a defined role in the session.

Each team member should have a defined role in the session.

Which of the following statements about ethics is true? A. Ethics do not change with time. B. There is no need for personal codes of ethics. C. Ethical principles establish appropriate behavior. D. What is ethical in the Middle East is also ethical in the United States. E. If an act is unethical, it is also illegal.

Ethical principles establish appropriate behavior.

Jonah, a salesperson, hears of a lead and decides to pursue it. He determines getting acquainted with the client to be his call objective for the first sales call. As he reviews his notes after the sales call, he realizes that he does not have much information about the needs and the business potential of this lead despite having met most members of the buying center. Which of the following drawbacks of his call objective is most likely to explain this shortage of information faced by Jonah? A. It puts too much emphasis on service. B. It says nothing about the product being sold. C. It is not measurable. D. It is too personal. E. It is unrelated to company goals.

It is not measurable.

Which of the following nonverbal signals indicate that a buyer is ready to make a commitment? A. Arms folded tightly across chest B. A forced smile C. Eyes open and relaxed D. Face and mouth covered by hands E. All of the above

Eyes open and relaxed

Andrew, a sales representative for AirCon, has to call on the owner of a chain of automobile showrooms to sell his company's new line of air conditioners. His primary objective for the first sales call is to crack an exclusive deal with the owner. This would enable him to install his company's air conditioners across all the showrooms his prospect has. Which of the following is a drawback of this primary call objective? A. It is too qualitative. B. It is not realistic. C. It is not challenging enough. D. It is incomplete because it does not specify the after sales service. E. It is not measurable in monetary terms.

It is not realistic.

Which of the following statements is true about the financial terms and conditions of a sale? A. Price is often the last question asked. B. FOB installed indicates that title and responsibility are transferred before the equipment is installed and operating properly. C. Not having the cash can only delay a sale, but not prohibit it. D. Factors that affect price are the use of quantity and other discounts, as well as credit and shipping terms. E. FOB origin means the buyer will take responsibility for the goods once they reach the buyer's location, and the seller will pay the freight.

Factors that affect price are the use of quantity and other discounts, as well as credit and shipping terms.

_____ control the flow of information and limit the alternatives considered. A. Deciders B. Influencers C. Buyers D. Users E. Gatekeepers

Gatekeepers

Which of the following statements is true about a trial order? A. Salespeople who get a trial order have a real commitment from their buyer. B. A trial order is also known as a trial close. C. Trial orders are unsuitable for a product that must be used to be appreciated like equipment for cleaning up oil spills. D. Often a buyer will agree to a trial order just to get rid of a salesperson. E. With a trial order, the buyer is committed to investing all the time needed to get the full benefit of the product or service purchased.

Often a buyer will agree to a trial order just to get rid of a salesperson.

Which of the following statements is the best example of a buyer offering their own benefit statement? A. Our computer specialist must confirm that this new inventory system will work with our accounts receivable program. B. Oh good, that cherry color matches the decor in our waiting room. C. We need a guarantee that your company will be able to provide weekly deliveries. D. We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 units. E. None of the above is an example of a benefit statement.

Oh good, that cherry color matches the decor in our waiting room.

Which of the following statements describes a problem the speaking-listening differential may cause? A. The quality of the salesperson's handshake becomes more important. B. The customer may accuse the salesperson of backdoor selling. C. The buying center will have multiple gatekeepers. D. Salespeople often become lazy listeners. E. Salespeople will have trouble making appointments with prospects.

Salespeople often become lazy listeners.

Which of the following statements about appearance as a nonverbal communicator is true? A. A salesperson should always wear professional attire. B. It is much better to under dress than to overdress. C. Salespeople should attempt to match their style of dress to that of their customers. D. In today's business world, ties are an unnecessary bother and do nothing to add to a salesperson's potential for success. E. Successful salespeople always wear high-fashion clothing.

Salespeople should attempt to match their style of dress to that of their customers.

Which of the following statements about the use of humor in sales presentations is true? A. Humor should never be used in sales presentations. B. It is best to avoid recounting humorous experiences from one's own life. C. It is recommended that salespeople practice telling jokes so that they are confident when using the jokes in a presentation. D. Salespeople should not apologize before telling a joke. E. All of the above.

Salespeople should not apologize before telling a joke.

A written proposal should have an executive summary, a brief description of the problem and solution, and: A. a description of the current situation relative to the proposed solution. B. a collection of testimonials from satisfied customers. C. a statement of support from the buying committee. D. photographs of the selling company's officers and buildings. E. the selling firm's pro-forma balance sheet.

a description of the current situation relative to the proposed solution.

The manufacturer of Kingston freestanding greenhouses gives $100 as an incentive to a reseller's salespeople for each greenhouse they sell. This special incentive is known as: A. pull money. B. puffery. C. a perquisite. D. a spiff. E. entertainment allowance.

a spiff.

People who are highly cooperative and unassertive, resolve conflict in a(n) _____ mode. A. competing B. accommodating C. avoiding D. collaborating E. compromising

accommodating

Karen said to the sales rep of the resort, "Your resort is away from the city and does not provide pick-up and drop facilities." The sales rep replies, "Yes, I know our resort facility is away from the city. The serenity and beauty of this area is conducive to very productive executive retreats." The sales rep for the resort was using the _____ to deal with Karen's objections. A. submissive method B. "turn the tables" method C. compensation method D. indirect denial method E. acknowledgement method

acknowledgement method

While making a presentation to the owner of Harold's Dress Shop about a window display, Scott began to pick up nonverbal cues that this was not what the owner wanted. Scott asked, "Would you be interested in a window with less clutter that showcased some of your more expensive items?" When the owner replied, "Yes," then Scott modified his existing sales strategy to incorporate his ideas for the showcase window. In this scenario, Scott was seen to be practicing _____ selling A. standardized B. fixed C. outlined D. adaptive E. methodological

adaptive

Adaptive selling suggests that you may have to adjust your selling strategy based on the prospect's _____. A. age B. religion C. family customs D. image of the "perfect product" E. all of the above

all of the above

Ryan is trying to dispel the myth that the role of salespeople is to "sell refrigerators to Eskimos." He tells his salespeople that their organization needs to be a customer-centric organization that helps customers: A. by identifying problems. B. by finding information about potential solutions. C. by providing after-sale service. D. by making the customer the center of their efforts. E. all of the above.

all of the above.

A product demonstration: A. automatically leads to a sale. B. allows prospects to check if the product works the way the salesperson claims. C. occurs only after a prospect has been assured a significantly high return on investment for a product. D. often distracts a prospect from the reason for a sales call. E. none of the above.

allows prospects to check if the product works the way the salesperson claims.

David, your company's newest salesperson, tells his sales manager, "I wish I could figure out my new prospect. He is friendly, seems to agree with everything I say, but he keeps postponing the decision about which company will be his primary supplier. It's driving me nuts!" Based on your knowledge of the social style matrix, you can inform David that his prospect seems to fall under the category of: A. drivers. B. expressives. C. amiables. D. analyticals. E. risk-takers.

amiables.

The sales rep from the medical supply company began writing an initial order for Karen's nursing home while he was enquiring about the required supplies they would need. This sales rep appears to be using the _____ traditional closing method. A. direct request B. minor point C. direct action D. standing-room-only E. assumptive

assumptive

For many years, thousands of loyal fans followed the metal band, Grateful Dead, around the country, rarely missing a concert. These fans, known as "Dead Heads", were _____ loyal toward the band. A. partially B. attitudinally C. behaviorally D. selectively E. strategically

attitudinally

People who resolve conflict in negotiations in the _____ mode are often both uncooperative and unassertive. A. competing B. accommodating C. avoiding D. collaborating E. compromising

avoiding

Shaking hands should: A. be the prospect's choice. B. be the first thing a salesperson does. C. only happen the first time a salesperson meets a prospect. D. always take place with the prospect seated. E. all of the above.

be the prospect's choice.

A prospective buyer says, "This is a great product you're selling. I don't know why someone didn't come up with this product years ago." In this scenario, the salesperson is most likely to perceive these comments as: A. closing flags. B. buying signals. C. closing links. D. spiffs. E. purchase influencers.

buying signals.

In a successful partnering relationship, a purchasing agent: A. can legally accept bribes from a sales rep. B. should never refuse any gifts or offers from a sales rep. C. can ethically enjoy lavish gifts from their sales reps because of the long-term nature of the relationship. D. can ethically accept a free lunch from a salesperson. E. all of the above.

can ethically accept a free lunch from a salesperson.

When making an appointment, it is important for a salesperson to identify an environment conducive to doing business. So the salesperson should: A. choose a place free of distraction for all parties. B. ensure the buyer's subordinates will not be present at the meeting. C. arrange the meeting at his/her own company. D. plan the meeting during the company's annual review meetings. E. all of the above.

choose a place free of distraction for all parties.

The _____ method of responding to objections acknowledges that an objection is valid and proceeds to offer some offsetting advantages of the good or service being sold. A. consultative B. compensation C. revisit D. acknowledge E. indirect denial

compensation

When buyers note the disadvantages of a product and sales reps agree and turn the conversation to their product's strengths, they are illustrating the _____ method of responding to objections. A. compensation B. probing C. revisit D. acknowledge E. indirect denial

compensation

It is late in the day when Reginald calls on his favorite customer from Dallas. The customer is tired but invites him in and sits back with his hands and legs uncrossed. Reginald interprets this body language as: A. exhaustion. B. positive. C. boredom. D. indifference. E. None of the above.

positive.

The term _____ refers to the degree to which a change affects an organization. A. scope of change B. change ratio C. rate of change D. change quotient E. change agent

scope of change

The best time to make a sales call is: A. before 9:00 A.M. and after 4:00 P.M. B. immediately after lunch when they are most likely to be in a pleasant mood. C. between 9: AM to 11: AM. D. between 9:00 A.M. and 4:00 P.M. E. dependent on the type of selling.

dependent on the type of selling.

A floral supplies salesperson walked into the office of Gregg Katz, owner of KCFlorist.com and said, "Congratulations on being voted Floral Management's 2008 marketer of the year. Your Internet sales must be doing great if your industry recognizes you as its best retailer." The salesperson was using the _____ opening in this scenario. A. introduction B. curiosity C. product D. compliment E. referral

compliment

Sonya showed the office manager at Arunden Solutions how he could pay for the new copier she was selling by bringing more of Arunden's printing jobs in-house, and saving money that had previously been spent on local printers. Sonya is using _____ to quantify the solution. A. cost-benefit analysis B. return on investment C. net present value D. payback period E. opportunity cost

cost-benefit analysis

Customers constantly consult with Kathy, Hump & Pack's sales representative, regarding installation problems, new product ideas, and other issues because she offers unique, imaginative ideas. This shows that customers value Kathy's _____. A. optimism B. emotional intelligence C. discreetness D. creativity E. behavioral intellect

creativity

In Canada, where puffery is more closely monitored than in the United States, a salesperson told a customer a particular oven would cook meat better than any other oven in the market. The salesperson might be guilty of violating the: A. conspiracy and collusion agreement. B. competitive comparison law. C. tying agreement. D. caveat emptor law. E. credulous person standard.

credulous person standard.

The sales call allocation grid is used a great deal for analyzing: A. current customers. B. time spent on paperwork. C. time spent traveling between accounts. D. the use of the mail and the phone in account maintenance. E. future prospects.

current customers.

Gloria is showing a prospect how her company's logistical support system will reduce delivery time for their projects. Gloria is engaged in a: A. feature presentation. B. comparative advantage proposal. C. customer relationship management simulation. D. customer benefit proposition. E. customer feedback exercise.

customer benefit proposition.

When Marty met with his supervisor, the supervisor congratulated him for achieving 4 out of his 6 sales call objectives for the quarter and told him to try harder to achieve all of his sales call objectives in the next quarter. He then asked him to send in the next salesperson for her evaluation. Marty had hoped his supervisor would provide him with some help in figuring out why he had been unable to achieve all of his objectives. Marty wanted _____ feedback, but his supervisor gave him _____ feedback. A. intrinsic; extrinsic B. diagnostic; performance C. evaluative; primary D. performance; corrective E. positive; negative

diagnostic; performance

A salesperson asks "Would you like me to send an order to your distribution center today?" In this scenario, he is using the _____ closing method. A. benefit summary B. direct request C. balance sheet D. assumptive E. alternative choice

direct request

Often the primary function of salespeople at trade shows is to: A. engage in cold calling. B. study customers' responses to product features and benefits. C. make customized and individualized presentations for all interested buyers. D. make use of the Internet to popularize their products. E. discover and qualify leads for future follow-up.

discover and qualify leads for future follow-up.

Ralph realizes that most of the people he established a business partnership with are no longer in their organizations. He does not know what his customers are planning next or what his competitors are doing. Ralph is most likely in the _____ stage of business partnerships. A. synergy B. dissolution C. exploration D. expansion E. commitment

dissolution

Personal selling includes all of the following EXCEPT: A. doing a credit analysis. B. building relationships with customers. C. offering information. D. helping customers identify problems. E. providing after-sale service.

doing a credit analysis.

TMV Auto uses a computer-to-computer linkage, called HarpLink, to manage its annual export of 65,000 vehicles. HarpLink provides worldwide control, invoicing, and information about ports, carriers, and custom documentation. HarpLink exemplifies _____. A. a local area network B. material requirements planning C. a spreadsheet program D. electronic data interchange E. database marketing

electronic data interchange

Ruth markets rock concerts. She is looking for a company that will handle all of the various mailings needed to promote the purchase of concert tickets. She wants to use Graham Mail House because she is a very good friend of the mailing house's operations manager, but others involved in the decision making want to take bids from other mailing houses. In this example Ruth is expressing a(n) _____ need in the buying process. A. emotional B. formal C. external D. impersonal E. rational

emotional

The translation of thoughts into words is called _____. A. decoding B. interpreting C. encoding D. deciphering E. evaluating

encoding

Rhonda is suspicious about Adam's statement that his company cannot afford her product. Her latest research on the firm suggests that not only do they need the new piece of equipment but also that financing can be obtained from a local bank. In fact, something about the tone of his voice makes her believe that this was just a(n) _____ to hide his real objection to buying. A. explanation B. excuse C. motive D. thought E. logic

excuse

In the _____ stage of developing a partnership, the relationship is defined through the development of expectations for each party. A. commitment B. exploration C. awareness D. expansion E. dissolution

exploration

When Kerry went to meet a new prospect, he found that the man was dressed in a flamboyant suit and his office had an open and friendly atmosphere. His desk was quite cluttered and unorganized. Furthermore, Kerry noticed the prospect waving at and greeting subordinates throughout the sales presentation. Kerry's prospect will most likely fall under the category of _____ according to the social style matrix. A. drivers B. expressives C. amiables D. analyticals E. radicals

expressives

Salespeople who spend most of their time selling their company's products in the customer's place of business are: A. missionary salespeople. B. inside salespeople. C. obsolete in the partnering era. D. field salespeople. E. none of these.

field salespeople.

In the buying center, the person who can approve, prevent, and/or influence action is called the _____. A. focus of receptivity B. focus of dissatisfaction C. focus of power D. driver E. gatekeeper

focus of power

If an industrial salesperson makes her first call on an employee at a client's company who is most likely willing to listen and provide valuable information, she is most likely calling on the _____. A. focus of dissatisfaction B. focus of receptivity C. focus of expertise D. focus of power E. focus of satisfaction

focus of receptivity

With _____, the emphasis is on helping the buyer realize the synergy of carrying all associated products of the same brand or manufacturer. A. solo exchange transactions B. insight selling C. cross-selling D. upgrading E. full-line selling

full-line selling

In a buying center, a screen can take on the role of a(n) _____. A. seller B. decider C. user D. influencer E. gatekeeper

gatekeeper

Sheena, a salesperson for Myra Designer Wear, works closely with a client who retails her products in many major malls and stores. During the expansion phase of the partnering process with this retailer, she should try to maximize her selling opportunities by: A. generating more reorders. B. getting acquainted with the client's needs. C. using the strategy of bulldozing. D. engaging in full-price selling. E. all of the above.

generating more reorders.

Negotiators in the accommodating mode are usually _____. A. assertive B. uncooperative C. generous D. power-oriented E. disobedient

generous

The first paragraph of a sales letter should: A. explain why the reader should buy a product. B. grab the reader's attention. C. ask the reader to take a specific action. D. point out a deadline for action. E. all of the above.

grab the reader's attention.

To allow for concessions, the expectations expressed in the negotiating seller team's opening position should be: A. equal to its target position. B. higher than its target position. C. equal to the buyer's minimum position. D. lower than its target position. E. lower than its minimum position.

higher than its target position.

Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job to sell the closed circuit cameras his company manufactures. During a meeting with Jimmy, the owner of a very popular bookstore, Quinton wants to highlight the need for his product. He asks Jimmy, "What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique, Quinton is using a(n) _____ question here. A. situation B. problem C. implication D. benefit E. need payoff

implication

Instead of using her company's standard memorized presentation, Fiona has developed an outline presentation. She knows an outline presentation has the advantage(s) of being: A. informal and natural. B. completely customized to customers' needs. C. simplistic and completely flexible. D. gradual and powerful. E. aggressive and sincere.

informal and natural.

Mark's supervisor introduces a new product in the market. Mark's supervisor is acting as the _____ in the buying process. A. initiator B. gatekeeper C. decider D. influencer E. user

initiator

Ambush negotiating: A. can occur during meetings prior to the negotiation meeting. B. is also called a sneak attack. C. can occur during installation of a new product. D. is a win-lose tactic of beginning to negotiate. E. is accurately described by all of the above.

is accurately described by all of the above.

The purchase of maintenance, repair, and overhaul (MRO) supplies: A. is usually overseen by the department placing the order. B. includes the services offered by accountants and advertising agencies. C. is treated as a new-task buying situation. D. is considered as important as the purchase of capital equipment. E. is typically done without an evaluation of the supplier.

is typically done without an evaluation of the supplier.

A florist agrees to purchase a new $640 refrigeration display cabinet for fresh-flower arrangements. After delivering the cabinet, the salesperson says to the florist, "Did I mention that there is a $100 delivery fee in addition to the price of the unit?" The win-lose strategy that the salesperson uses is: A. intimidation. B. browbeating. C. countertrade. D. flanking movement. E. lowballing.

lowballing.

A salesperson's best line of defense when something goes wrong during his sales presentation is to: A. blame his assistant or secretary for not having prepared properly for the meeting. B. ask the prospect if the meeting can be rescheduled for later. C. continue in the presentation as though nothing went wrong. D. maintain the proper perspective and a sense of humor. E. do none of the above.

maintain the proper perspective and a sense of humor.

A champion is also known as a(n): A. influential adversary. B. gatekeeper. C. spotter. D. internal salesperson. E. driver.

internal salesperson.

Eva is considering adding new products to her store and is concerned about her profit margin. She is concerned about: A. how much she will make on each sale. B. the marginal turnover rate and the expected delivery time. C. how to address the servicing requirements and the cost of repairs. D. the need for MRO services and supplies. E. the derived demand for the product.

how much she will make on each sale.

A salesperson for a professional laundry service asked an amusement park owner, "Do the stains on the uniforms worn by your personnel cause parents to doubt your company's ability to provide them and their children with well-maintained rides?" In the context of the SPIN technique, the salesperson is using a(n) _____ question here. A. situation B. problem C. implication D. benefit E. need payoff

implication

People can be said to fall into two categories when it comes to touching—contact and noncontact. Noncontact people tend to view contact people as: A. cold. B. obtrusive. C. impersonal. D. glacial. E. unfriendly.

obtrusive.

Victor is calling on Meridian Cabinetworks. His goal is to close a deal for a customized profile sander valued at about $3,500. He'd be willing to accept if Meridian purchases one of one his firm's ready-made sanders, which cost about $2,000. Victor wants to convince the owner of Meridian to use the sander and to provide his company with a testimonial that would help him approach other local wood workers. For Victor, the sale of the less expensive ready-made profile sander is his _____. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

minimum call objective

As they walked in from looking at the new Ford Rangers on the lot, Ed, the salesperson, asked Kristy, "Which color do you like, the red or the white?" "White," she replied. "Great, I'll write it up!" responded Ed. In this scenario, Ed is using the _____ closing method. A. assumptive B. minor point C. probing D. indirect request E. standing-room-only

minor point

Indirect denial should: A. never be used if the prospect has raised a valid point. B. be used only if the buyer's objection is used as a means of getting rid of the salesperson. C. be used if the buyer is expressing his or her opinion. D. be used to inform the prospect that the objection is unimportant. E. be used if the buyer is accustomed to conducting trade-off analyses.

never be used if the prospect has raised a valid point.

In _____, telephones are used to generate leads and then to qualify those leads. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

outbound telemarketing

When salespeople and buyers trust each other, they: A. share ideas more willingly. B. communicate more efficiently. C. assume that each party will be honest with the other one. D. assume there is no need to constantly monitor the activities of the other. E. perform all of the above functions.

perform all of the above functions.

A goal to increase the amount of commission earned by 15 percent is an example of a(n) _____ goal. A. performance B. consequence C. activity D. transformation E. conversion

performance

As you enter a prospect's office, you see _____ and become fairly certain that you are dealing with a prospect who would be categorized as an amiable according to the social style matrix. Which of the following most likely gave you this impression? A. annual sales awards on the wall B. a prominently displayed calendar C. pictures of the prospect's family on the desk D. a graph of the projected sales for the quarter E. numerous sales charts

pictures of the prospect's family on the desk

Selling a new and different good, service, or idea is called: A. ambush marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. guerrilla marketing.

pioneer selling.

When making a telephone call to a new client, salespeople must: A. contact the top management of the company directly. B. prepare themselves for any objections that may come up in the conversation. C. avoid answering any queries raised by the prospect about their products or services. D. attempt to finalize the deal during the first call itself. E. prepare to aggressively market their product over the telephone.

prepare themselves for any objections that may come up in the conversation.

Harold asks his prospects several questions to understand the reasons for their hesitation in buying his product. He tries to identify all the issues and tries to solve them immediately. From this scenario, it is evident that he uses the _____ method of obtaining commitment. A. alternative choice B. benefit summary C. direct request D. minor point E. probing

probing

To promote its products, Valerie's firm has always depended solely on advertising in the local newspaper and occasional direct mail programs. Valerie suggests using integrated marketing communications because: A. no single communication vehicle is free of weaknesses. B. it would reduce their advertising costs. C. a sustainable competitive advantage can only be derived from alternative advertising. D. it will lengthen their channels of distribution. E. it will serve as a competitive intelligence tool.

no single communication vehicle is free of weaknesses.

Kalesha's job as a field representative for a plumbing supplies manufacturer is to locate businesses that might buy her firm's products. This activity is called _____. A. prospecting B. leading C. scoping D. precalling E. seeding

prospecting

The process of locating potential customers for a good or service is defined as _____. A. adapting B. investigating C. prospecting D. anticipating E. inquiring

prospecting

When we consider the distance involved, it is correct to say that most students in a classroom are seated in the professor's _____. A. progressive zone B. personal zone C. public zone D. outreach zone E. intimate zone

public zone

The process of determining if a lead is indeed a prospect is referred to as: A. sourcing the lead. B. brokering a deal. C. precalling a customer. D. qualifying a lead. E. seeding a client.

qualifying a lead.

"Mr. Rogers, if I could show you a way to increase sales in your bookstore by 20 percent per year, would you be interested?" probed Leesa. In this example, Leesa is using the _____ opening. A. referral B. rapport C. product D. introduction E. question

question

As Karen studies her prospect for cues regarding his social style, she should: A. rely entirely on her first impressions. B. not let her own feelings cloud her judgment of the prospect's behavior. C. assume that, if he is involved in a technical job, he must be an analytical. D. base her assumptions on feelings and intuition rather than rational thought. E. never doubt her assessment once she has made one.

not let her own feelings cloud her judgment of the prospect's behavior.

When a perfume manufacturer establishes a minimum price below which a retailer may not sell its perfume, the manufacturer is engaged in: A. a tying contract. B. resale price maintenance. C. price discrimination. D. collusion. E. reciprocity.

resale price maintenance.

"Yes, sir, the lids on this brand of spray paint are very difficult to remove, and you'll be glad they are. They are made that way to prevent children who might sneak into your storage shed to play, spraying paint everywhere, accidentally harming themselves and so on." This retail sales rep is using the _____ to respond to an objection. A. submissive method B. "turn the tables" method C. compensation method D. indirect denial method E. revisit method

revisit method

Reuben is a consumer products salesperson who calls on supermarkets and grocery stores. Due to the regular nature of his sales calls, Reuben should use _____ call patterns to route himself. A. routine B. standard C. box D. enclosed E. traditional

routine

Harriet, a salesperson, has been given four additional counties in her territory as a result of a corporate restructuring, and she needs to rework her travel plans to include these new accounts while holding travel time to a minimum. The activity Harriet is engaged in is called: A. niching. B. outlining. C. routing. D. patterning. E. converting.

routing.

The process of scheduling sales calls to minimize travel time is called: A. niching. B. outlining. C. routing. D. patterning. E. scheduling.

routing.

Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space investment. She will have to calculate the _____ for the area of the store. A. sales per square foot B. cost-benefit ratio C. return on investment D. QR correlation coefficient E. sales per employee

sales per square foot

Kathy makes an appointment with a potentially important prospect. She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry. Kathy is most likely engaging in _____. A. webcasting B. customer value messaging C. seeding D. videoconferencing E. cold calling

seeding

By showing a paper products manufacturer that the C.G. Bretting napkin-folding machine could fold 2,000 paper napkins per minute, twice the rate of the manufacturer's current machine, the Bretting salesperson: A. forced the manufacturer to perform a vendor analysis. B. showed the manufacturer that it needed this product to improve its efficiency. C. created derived demand. D. created a need for more MRO equipment. E. all of the above.

showed the manufacturer that it needed this product to improve its efficiency.

Speaking to the owner at a large shopping mall store, the security system salesperson said, "Do you know how many shoplifters you can actually catch each year?" In the context of the SPIN technique, this question would be categorized as a(n) _____ question. A. situation B. closed C. implication D. necessary E. indication

situation

Bobbi is creating a _____ system to identify opportunities for cost reduction, greater efficiency, and other mutual benefits with her vendors. A. lifetime customer value B. customer relationship management C. supplier relationship management D. corporate relational marketing E. vertical vendor analysis

supplier relationship management

Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is: A. try to look at the objection from the customer's viewpoint. B. determine which services are most important to the average customer and sell them. C. sell the importance of being able to communicate in multiple languages rather than the price. D. adjust the presentation and offer fewer language options. E. try to lower the price by eliminating certain services the prospect can perform in-house.

try to look at the objection from the customer's viewpoint.

_____ involves paying large sums of money to higher-ranking officials to get them to do something illegal or to ignore an illegal act. A. Collusion B. Subordination C. Capitulation D. Indemnification E. Lubrication

Subordination

The representative of a packaged food service informed Carla, the cafeteria manager of a university, that the company would be making bulk deliveries every two weeks instead of its current weekly service. Carla complied even though this delivery schedule would require her to make extra arrangements to store the food. In this scenario, Carla's approach to conflict resolution reflects the _____ mode. A. competing B. opposing C. accommodating D. collaborating E. compromising

accommodating

When the speaker attempts to draw a parallel between one thing and another, he or she is using a(n) _____. A. analogy B. inflection C. exaggeration D. puffer E. summary

analogy

Juan, a sales representative for Max Consultants, was trying to convince a retailer to outsource his telemarketing department to his company. He said, "My company is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America, Europe, and Asia." Juan was emphasizing his company's _____ in this scenario. A. strategic objectives B. features C. turnover D. system integrators E. benefits

features

Harvey uses an organized presentation which has a standard introduction along with standard answers to commonly asked questions. It follows a standard approach toward securing orders from customers. Harvey is using a(n) _____ presentation. A. customized B. outlined C. adaptive D. canned E. cause and effect

outlined

For a customer, _____ is the critical issue in a market exchange. A. price B. inventory C. profit D. promotion E. distribution

price

A(n) _____ opening involves actually providing a demonstration as soon as a salesperson meets a prospect. A. compliment B. curiosity C. product D. introduction E. referral

product

_____ is convincing the customer to use a higher-quality product or a newer product. A. Seeding B. Canvassing C. Positioning D. Upgrading E. Feature dumping

Upgrading

"We would love to buy three of the Poly-Tex floral fixtures. It would provide us with much more space to display our plants. Your product matches our needs except for one thing. We have only allocated $700 for expansion, and your shelves are priced at $800." The buyer is: A. using a budget bogey. B. lowballing. C. nibbling. D. browbeating. E. using the trial balloons technique.

using a budget bogey.

LifeStream Industries has used BrightLight light bulbs for years. When it needs new light bulbs, it uses a straight rebuy. The distributor of Tungstram LED light bulbs would like an opportunity to get his product considered by LifeStream. A(n) _____ would be particularly useful for Tungstram, the out-supplier. A. JIT analysis B. organizational audit C. environmental assessment D. value analysis E. multi-attribute model

value analysis

The organizational buyer for McArthur Gardens frequently uses _____ to make sure that all important factors are considered, such as bulb size, delivery speed, bulb sprouting time, and level of sales support, before selecting a supplier. A. vendor analysis B. marketing audit C. tying agreement D. needs assessment E. value analysis

value analysis

Salespeople can strengthen their presentations by showing the prospect the cost of the proposal is offset by added value; this process is called: A. magnifying the benefit. B. market analysis. C. multiple-sense appeal. D. value analysis. E. content analysis.

value analysis.

Iris, a salesperson, finds her life fun but hectic. She frequently has to adjust whom she will contact next for a sales call because clients' demands for her products change almost weekly. Iris should use a(n) _____ pattern to route her sales calls. A. linear call B. sequential C. regular D. variable call E. consecutive call

variable call

The effort people make to increase the productivity of a relationship by adjusting to the needs of the other party is known as: A. dependability. B. resilience. C. maneuverability. D. versatility. E. compatibility.

versatility.

According to UCC, a sale is made: A. when the salesperson makes an offer. B. when the client accepts the offer and agrees to buy. C. before the title exchanges hands. D. when the contract is completed and the title exchanges hands. E. when the contract is signed.

when the contract is completed and the title exchanges hands.

The outcome of the Super Bowl or the World Series illustrates _____ negotiation. A. integrative B. win-lose C. interest-based D. principled E. cooperative

win-lose

_____ sell to firms that resell the products rather than using them within the firm. A. Distributor salespeople B. Trade salespeople C. Runners D. Manufacturers' customer service representatives E. Retail salespeople

Trade salespeople

Most of the skills required to be a successful salesperson: A. are associated with intellectual achievement. B. can be learned. C. are the focus of six sigma selling programs. D. create a value proposition. E. are skills that people are born with and cannot be learned.

can be learned.

One of the advantages of personal selling is that it is the most _____ method used to communicate with customers. A. credible B. reasonable C. generic D. defensive E. flexible

flexible

A(n) _____ is not actually stated but is still an obligation defined by law. A. codified warranty B. impressed guarantee C. implied warranty D. expressed warranty E. vocalized guarantee

implied warranty

The manager of the linen section of a department store purchases towels only from a salesperson from the Bona Fide Textile Company. The salesperson pays him five percent of the total sale once the order is placed. This is an example of a: A. bribe. B. commission. C. payola. D. kickback. E. discount.

kickback.

When a department store clerk tells Hilda that the coffee brewed by one particular coffee maker will make her think she has died and has gone to Starbucks heaven, the clerk is using: A. puffery. B. a spiff. C. reciprocity. D. sales misrepresentation. E. collusion.

puffery.

Sandra's marketing strategy is a go-to-market strategy. She relies heavily on salespeople for marketing her products. Sandra's organization is a(n) _____. A. public relations organization B. organization that focuses exclusively on customer value C. sales force-intensive organization D. organization with a missionary strategy E. all of the above

sales force-intensive organization

One of the advantages of personal selling as compared to advertising is that: A. salespeople can be so closely supervised. B. salespeople can become very persuasive since they give an identical sales presentation to so many different people. C. salespeople can rely on puffery. D. salespeople can change their message if they find their customers losing interest. E. all of the above.

salespeople can change their message if they find their customers losing interest.

_____ refers to competitors working together while the customer is making a purchase decision. A. Defamation B. A tying contract C. A conspiracy D. Reciprocity E. Collusion

Collusion

Robin is selling a Local Area Network (LAN) system to a company that oversees the renovation of dingy, old downtown districts into attractive, shopping areas. Which of the following statements by the seller might be construed as an expressed warranty? A. Maintain a hardcopy of every memo that you try to send until you are comfortable with the system. B. Don't worry if it breaks down; our service people will be able to get it running again quickly. C. Be sure to ask your employees to attend the training session. D. Please read the instruction manual before you try to use the system. E. None of the above.

Don't worry if it breaks down; our service people will be able to get it running again quickly.

Opal is a salesperson for a wholesaler. There are many retailers in her territory and she says, "No two are alike. I must adjust my way of communicating to their different styles. Some are strictly business. Others like to talk about their families or sports before I discuss my company's products." Which characteristic of a successful salesperson is illustrated by Opal's approach? A. Ethical B. Flexible C. Creative D. Dependable E. Optimistic

Flexible

The _____ Act requires written notification to customers regarding privacy policies. A. Robinson-Patman B. Gramm-Leach-Bliley C. Sarbanes-Oxley D. FOB notification E. Federal Do-Not-Call Registry

Gramm-Leach-Bliley

While Martin was waiting in his prospect's office, he noticed the prospect's degree, vacation photographs, and awards hanging on the wall behind his prospect's desk. Martin was engaging in _____ that would serve as a basis for _____. A. benefit assessment; presentation balance B. FAB analysis; an introduction opening C. office scanning; small talk D. rapport building; a trial close E. none of the above

office scanning; small talk

When P.C. Logic, a fax machine manufacturer, purchases ceramic printing heads from Kyocera to install in its fax machines, it is acting as a(n): A. reseller. B. original equipment manufacturer. C. "out" supplier. D. end user. E. acquisition expert.

original equipment manufacturer.

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect but does not claim to be able to resolve the issue. A. alternative choice B. benefit summary C. direct request D. minor point E. probing

probing

Integrated marketing communications is a program to coordinate all of the following marketing efforts EXCEPT: A. personal selling. B. advertising. C. sales promotion. D. word-of-mouth. E. production.

production.

A manufacturer of aquariums for consumers' homes is most likely to go through all eight steps of the buying process when she is: A. renewing subscriptions to trade journals. B. purchasing a new computerized inventory system. C. ordering glass sheets from the firm's usual supplier. D. restocking the glue needed to make the tanks leak-proof. E. buying cleaning supplies from the list left by the maintenance staff.

purchasing a new computerized inventory system.

A disadvantage of salespeople categorized as "drivers" according to the social style matrix is that customers perceive them as being: A. pushy and dominating. B. friendly and unstable. C. cold and calculating. D. undisciplined and inflexible. E. irrational and passive.

pushy and dominating.

Jennifer wants to sell the Reiser Company billing department two top-of-the-line laser printers from her company at the cost of $8,000. To convince the buyers, she shows them that the new printers would print both the invoice form and the information about a particular sale on plain paper at the same time. This would save the company $32,000 because preprinted forms would no longer have to be purchased and filled in using a typewriter. "That's a savings of 300 percent!" she said. She arrived at the figure of 300 percent savings by computing the: A. cost-benefit analysis. B. return on investment. C. net present value. D. payback percentage. E. opportunity cost.

return on investment.

With the _____ method of responding to objections, the salesperson turns the objection into a reason for buying the product or service. A. submissive B. bounceback C. revisit D. postpone E. backfire

revisit

A salesperson will find that he or she is called upon to use the greatest creativity when: A. selling to new prospects rather than present customers. B. selling office furniture rather than business insurance. C. receiving customer orders in the firm's telemarketing center rather than going to the customer's place of business. D. selling repairs on a company's existing photocopying machine rather than persuading the firm to buy a new copier. E. selling to consumers who are buying vegetables rather than a new home.

selling to new prospects rather than present customers.

In the context of routing, variable call patterns occur when: A. paperwork regularly requires a full day to complete. B. the salesperson must call on accounts in an irregular order. C. computer assistance is unavailable. D. a particular customers wants to see the salesperson every Monday. E. the telephone and direct mail are used for prospecting.

the salesperson must call on accounts in an irregular order.

Which of the following would be classified as an objection related to a product? A. "My company has always used Troy Refrigeration to repair our freezer display units." B. "I don't understand how your company's system can remove water vapor from our gas pipelines." C. "I recently heard that your company has had to declare bankruptcy." D. "I don't believe the money we would earn from using your company's subsea oil production system would offset its costs." E. "I don't have the time to look at your company's line of laparoscopic surgical equipment today."

"I don't understand how your company's system can remove water vapor from our gas pipelines."

Which of the following would be classified as an objection related to the source? A. "Isn't your company new in this field? I'm not sure if I can take this risk." B. "How do I know you'll meet that delivery schedule?" C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a lighter shade of red."

"Isn't your company new in this field? I'm not sure if I can take this risk."

Which of the following is NOT a conflict-handling mode? A. Competing B. Accommodating C. Avoiding D. Agitating E. Compromising

Agitating

Which of the following acts may be considered sexual harassment? A. Milton tells pornographic jokes to all the secretaries. B. Nora repeatedly comments on her co-worker's sexual reputation. C. Sybil shows a set of obscene playing cards to her subordinates. D. Manning makes lewd comments to his colleague. E. All of the above.

All of the above.

Which of the following statements would be of value to insurance salespeople collecting information about prospects? A. The prospect graduated with a marketing degree from Kennesaw State University. B. The prospect is divorced with two children. C. The prospect is a friendly and easygoing person. D. The prospect is a member of the local Rotary Club. E. All of the above.

All of the above.

Which of the following statements about body language is true? A. One's voice characteristics carry more of the message than body language in face-to-face communication. B. Customers may look away from the salesperson while they actively consider information in the sales presentation. C. Hand gestures have the same meanings in all cultures. D. A person rocking from side-to-side is conveying a positive outlook. E. Broad, vigorous arm gestures indicate a lack of interest in the verbal portion of the communication process.

Customers may look away from the salesperson while they actively consider information in the sales presentation.

Which of the following is an example of a field salesperson? A. A retail clerk at a large department store B. A telemarketer C. A worker who takes food orders through a drive-through window D. A pharmaceutical sales representative who visits doctors' offices to sell drugs E. All of the above

D. A pharmaceutical sales representative who visits doctors' offices to sell drugs

When a company uses a group of salespeople to support a single account, it is employing the _____ approach. A. crew selling B. referral opening C. multilevel marketing D. team selling E. customer orientation

D. team selling

_____ feedback provides information about what you are doing right and what you are doing wrong. A. Extrinsic B. Diagnostic C. Performance D. Intrinsic E. Fundamental

Diagnostic

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue? A. Direct denial B. Compensation C. Revisit D. Acknowledge E. Postpone

Direct denial

_____ sell products made by a number of manufacturers to businesses. A. Distributor salespeople B. Trade salespeople C. Runners D. Manufacturers' customer service representatives E. Retail salespeople

Distributor salespeople

In the context of the social style matrix, which of the following is a strength of the expressive social style? A. Dramatic flair B. Thoroughness C. Decisive nature D. Analytical bent of mind E. Calculating nature

Dramatic flair

_____ is the ability to effectively understand and use one's own feelings and the feelings of people with whom one interacts. A. Emotional intelligence B. Adaptive learning C. Environmental awareness D. Generative learning E. Behavioral intelligence

Emotional intelligence

Which of the following statements is FALSE about negotiation preliminaries? A. Every effort should be made to ensure a comfortable environment for all parties in the negotiation. B. Seating should be arranged such that members of the two sides can interact. C. Engaging in small talk before getting down to business should be avoided. D. If the buying team arranges a physical arrangement that places the selling team at a disadvantage, the selling side should stop the meeting until better arrangements are made. E. As much as possible, the selling team should try to establish a win-win environment.

Engaging in small talk before getting down to business should be avoided.

Al, the owner of Mac's Tire Mart has received its first shipment of tires from the NevaFlat Tire Company. Al is now testing how well the tires sell, how well NevaFlat responds when he has a question or problem, and how durable the tires really are. Al and NevaFlat Tire Company are in which of the following stages of partnership development? A. Recognition B. Expansion C. Exploration D. Commitment E. Awareness

Exploration

Which of the following is NOT a limitation commonly experienced with telephone prospecting? A. Customers may find telephone calls annoying. B. Unexpected prospecting calls may interrupt important work in which the prospect is engaged. C. Telephones limit communications to verbal messages. D. It is easier for the person contacted to end the conversation. E. It is a highly expensive method of prospecting.

It is a highly expensive method of prospecting.

Which of the following is most likely to occur in the commitment stage of developing partnerships? A. Evaluating after-sales services B. Gathering precall information C. Managing change D. Cold calling prospects E. Getting an initial order

Managing change

_____ work for a manufacturer and promote the manufacturer's products to other firms that buy the products from distributors or other manufacturers, not directly from the salesperson's firm. A. Distributor reps B. Industrial salespeople C. Missionary salespeople D. Trade partners E. Retail salespeople

Missionary salespeople

Which of the following is a suggestion for active listening? A. Avoid repeating the same information. B. Never summarize information already provided. C. Do not embarrass the customer by rephrasing his or her comments. D. Do not allow any moments of silence during the sales pitch. E. None of the above.

None of the above.

For which of the following products would samples be least effective as a sales aid? A. Paper towels B. Oil well drilling platforms C. Stain removers D. Automobile seat covers E. Bottles and aluminum cans

Oil well drilling platforms

Which of the following is NOT one of the factors that constitutes trust? A. Dependability B. Honesty C. Likability D. Spontaneity E. Competence

Spontaneity

Which of the following statements is true of the tendency of salespeople to not monitor competitor actions? A. When the selling firm is in an invulnerable position, there is no need to study competitor actions. B. Studying competitor actions involves locating data that is not easily accessible to everyone. C. The selling firm is especially vulnerable during a personnel, technological, and directional change. D. Competitor's actions rarely help a company position its products and services better. E. The 3-by-3 strategy is designed specifically to help salespeople understand a competitor's actions.

The selling firm is especially vulnerable during a personnel, technological, and directional change.

Which of the following statements about telephoning to make sales appointments is true? A. The telephone is most often used to make an initial appointment. B. Booking an appointment by phone is advantageous because the prospect's nonverbal reactions to the salesperson can be observed and assessed. C. Trying to make an appointment by phone is a waste of a salesperson's time. D. The goal of a telephone call is to sell a product. E. It is more acceptable to go to the prospect's office to make the first appointment.

The telephone is most often used to make an initial appointment.

Which of the following is true of inside salespeople? A. They spend considerable time in the customer's place of business. B. They communicate with the customer face-to-face. C. They are very involved in problem solving with customers. D. They typically communicate with customers by telephone or computer. E. None of the above.

They typically communicate with customers by telephone or computer.

According to the social style matrix, which of the following is a strength of the analytical social style? A. Dramatic flair B. Thoroughness C. Decisiveness D. Risk-taking attitude E. Personable attitude

Thoroughness

Which of the following is a realistic sales call objective for a first call regarding a product that would require a large capital investment? A. To secure an order B. To send the prospect a brochure that lists the products of the selling firm C. To get the prospect to identify all the other members of the firm who play key roles in the firm's decision-making process D. To get the prospect to change over to the new product being offered E. All of the above

To get the prospect to identify all the other members of the firm who play key roles in the firm's decision-making process

Which of the following statements about U.S. salespeople who sell to international customers is true? A. U.S. salespeople are subject only to the laws in the country in which they are selling. B. U.S. salespeople are not allowed to make any lubrication payments. C. U.S. salespeople are prohibited from engaging in activities that would adversely affect the U.S. economy. D. U.S. salespeople are expected to participate in all boycotts. E. None of the above.

U.S. salespeople are prohibited from engaging in activities that would adversely affect the U.S. economy.

Which of the following statements best describes someone engaged in personal selling? A. The governor directs the state's legislature to enact a law that provides more legal protection to abused children. B. Jackson's parents loan him $1,000 to repair his car. C. A mother assigns a chore to her child. D. Vivian attends an interview for a job she really wants. E. Your professor gives you a choice of essay or multiple choice questions.

Vivian attends an interview for a job she really wants.

Angie wants to discover the needs of her prospect, and to do so she needs to acquire a lot of useful information. Which of the following questions is likely to help her maximize the knowledge she has of her customer's business? A. How many customers do you have in a typical day? B. What is the peak season in your business? C. What misconceptions do people have about your business? D. When do you take your vacation? E. All of the above bring attention to the customer's needs.

What misconceptions do people have about your business?

Which of the following constitutes no-cost communication among buyers about the selling firm? A. Sales promotion B. Print advertising C. Word of mouth D. Broadcast advertising E. Personal selling

Word of mouth

A group of uniform rental companies agreed that neither would charge less than $5 per week per uniform even before the newly opened chicken plant contacted them for bids. This is an example of: A. business defamation. B. a contrivance. C. price discrimination. D. collusion. E. a conspiracy.

a conspiracy.

Al sells everything a company needs to market decorative balloons—the balloons themselves, ribbons, helium tanks, etc. He wants to talk to the owner of a large catering company because balloons are great decorations for birthday tables, baby showers, and other such social occasions. Unfortunately, every time he tries to talk to the owner of the catering company, he finds himself in an unnecessarily long conversation with the assistant caterer who does not let him talk to the owner. The assistant caterer is assuming the role of a(n): A. barrier. B. decider. C. driver. D. risk-taker. E. arbitrator.

barrier.

All of the following are desirable traits of a negotiator EXCEPT: A. endurance. B. belligerence. C. the ability to tolerate ambiguity. D. the willingness to take risks. E. persistence.

belligerence.

Carla's responsibilities include dealing with customers, vendors, and finance. Carla is a: A. strategic sales rep. B. boundary-spanning employee. C. customer relationship manager. D. solo exchange monitor. E. behavioral loyalty specialist.

boundary-spanning employee.

Which of the following statements is the best example of a buyer offering their own requirements? A. Our computer specialist must confirm that this new inventory system will work with our accounts receivable program. B. Oh good, that cherry color matches the décor in our waiting room. C. I like the way your company responds to service requests. D. This software is much better than the one we are currently using. It will make it much easier to process customer data. E. Do you have training facilities for our staff?

Our computer specialist must confirm that this new inventory system will work with our accounts receivable program.

Which of the following statements about active listening is FALSE? A. Paraphrasing what a prospect says is fine, but never repeat things word for word. B. A salesperson should listen to a customer's words from the customer's point of view. C. Additional questions can give a salesperson a more complete understanding of what a prospect is trying to communicate. D. Tolerating silence gives a customer time to think. E. Summarizing provides both a salesperson and a customer with an overview of what has been said.

Paraphrasing what a prospect says is fine, but never repeat things word for word.

Which of the following statements about the use of a postscript (PS) at the end of a sales letter is true? A. Postscripts right after the greeting are most effective. B. Postscripts should be used to ask about the prospect's family or some other element of his or her personal life. C. Postscripts should be used to emphasize an important selling point. D. Postscripts should not be used to highlight the requested action because the customer may resent feeling pressurized by the sales team. E. Postscripts should ideally provide details of the sales representative to be contacted for queries.

Postscripts should be used to emphasize an important selling point.

Goodman Woodworks has recently purchased a new saw costing $14,000. Because of a revolutionary new cutting blade, the new saw will not cause the veneer to splinter and will make clean cuts. This clean cut will save the firm $1,200 each year that goes in wastage. Calculate the payback period for the $14,000 investment. A. 1.67 years B. 8.6 years C. 11.67 years D. 86 years E. Cannot be calculated from the information provided

11.67 years

Which of the following statements about portfolios is true? A. Because of cultural and language differences, portfolios should be avoided in international selling situations. B. A portfolio should not be placed, like a wall, between the salesperson and the buyer. C. Items in a portfolio should be placed in an order in which they will be used to make sure none is omitted. D. Only insurance salespeople place their portfolios in a binder. E. Every portfolio should include the tangible product itself.

A portfolio should not be placed, like a wall, between the salesperson and the buyer.

Reginald is a reseller who is deciding which new products he will add to his gift and card store. Which of the following elements must he consider while making this decision? A. Emotional needs, new task ordering, and creeping commitment B. Annual spend, buying center dynamics, and influencers C. Profit margin, turnover, and effort D. JIT, automatic replenishment, and MRO E. Gatekeepers, life-cycle costing, and lost-for-good

Profit margin, turnover, and effort

_____ are more important in situations where the sales cycle is long and sales are few because what a salesperson does can be observed more frequently than sales. A. Activity quotas B. Revenue quotas C. Gross margin quotas D. Sales commission rate E. Sales quotas

A. Activity quotas

_____ laws are established by local, state, or federal regulatory agencies. A. Common B. Administrative C. Functional D. Executive E. Statutory

Administrative

Identify a common method of applying this technique or quantifying the solution. A. Cost-benefit analysis B. Return on investment C. Net present value D. Payback period E. All of the above

All of the above

_____ selling is defined as selling the entire line of associated products. A. Full-line B. Cross C. Insight D. Rebate E. Full-price

Full-line

Which of the following is an example of a secondary source of sales leads? A. Industrial trade directories B. Cold calls C. Centers of influence D. Buying communities E. All of the above

Industrial trade directories

Which of the following is NOT one of the forms of nonverbal communication? A. Body language B. Appearance C. Inflection D. Space E. Body angle

Inflection

Which of the following statements about the use of humor in sales presentations is true? A. If used at all, humor should always be derived from the buyer's personal experiences. B. The punch line of the joke should be subtle so that the buyer is left to guess the idea. C. Laughing over a good joke will help build rapport and put everyone at ease. D. It is best to use jokes available on the Web because they are assured to make the buyer laugh. E. All of the above.

Laughing over a good joke will help build rapport and put everyone at ease.

In the United States, which of the following nonverbal communications indicates that the customer is reacting positively to a salesperson's presentation? A. Leaning backwards B. Lack of eye contact C. Furrowed brow and pursed lips D. Playing with items on the table or desk E. Leaning forward

Leaning forward

The booking agent for Moser Midway Rides walked into the management office for the Ohio State Fair and said, "The average family of four will spend 5.5 hours at the fair and spend between $60 and $70. How would you like to have that same family spend between $90 and $100 at your fair?" Which of the following methods of opening was the salesperson using in this scenario? A. Question B. Rapport C. Product D. Introduction E. Referral

Question

Which of the following statements about salesperson relationships with customers and prospects is true? A. Selling to new prospects requires the same skills as selling to existing customers. B. Salespeople responsible for existing customers place more emphasis on selling products than on servicing and relationship building. C. Rejection is an inevitable part of making initial contacts with potential customers. D. To convince prospects to purchase a product they use regularly, salespeople need to be especially self-confident and aggressive. E. None of these.

Rejection is an inevitable part of making initial contacts with potential customers.

_____ refers to a dimension of the social style matrix that describes how emotional people tend to get in social situations. A. Assertiveness B. Attentiveness C. Receptiveness D. Awareness E. Responsiveness

Responsiveness

Why does personal selling work better than other communications options available to firms selling in the business-to-business market? A. Personal selling employs more people in the United States than advertising. B. Salespeople are able to tailor unique messages for each prospective buyer. C. Firms in the United States have become particularly adept at hiring "born" salespeople. D. Personal selling is the cheapest form of promotion. E. Salespeople are proficient in all aspects of new product development.

Salespeople are able to tailor unique messages for each prospective buyer.

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint? A. It is easy to be influenced by a customer who is honestly and sincerely making a claim for an adjustment. B. An inexperienced salesperson might forget that many customers make their case for a claim as strong as possible. C. Whenever possible, the salesperson should examine, in the presence of the customer, the article or product claimed to be defective. D. Experienced salespeople soon learn that products may appear defective when actually nothing is wrong with them. E. Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve a complaint.

Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve a complaint.

_____ are the long-term business relationships in which the partners make significant investments to improve the profitability of both parties in the relationship. A. Strategic partnerships B. Win-lose partnerships C. Functional relationships D. Personal selling partnerships E. Solo exchange alliances

Strategic partnerships

Which of the following statements about the probing method of obtaining commitment is FALSE? A. The salesperson should begin by asking directly for a commitment. B. The rep asks a series of questions designed to discover the reason for hesitation. C. The method is especially effective with Japanese and Arab business prospects. D. This method attempts to bring all pertinent issues into the open. E. After successfully dealing with the prospect's concerns, the sales rep should seek commitment.

The method is especially effective with Japanese and Arab business prospects.

Which of the following statements about the effects of a successful buyer-seller relationship on organizational structure and culture is true? A. Only the organizational structure of the seller needs to change for a successful partnering relationship to be implemented. B. The organizational structure and management provide the necessary support for the salespeople and buyers in a partnering relationship. C. Local offices are not affected by partnerships created at headquarters. D. It is only the sales force of a firm that is required to have an orientation to building partnerships. E. Boundary-spanning employees are employees who limit their operations to their duties within the organization, rather than working with clients and vendors.

The organizational structure and management provide the necessary support for the salespeople and buyers in a partnering relationship.

Which of the following is a feature of merchandise markets? A. They are also known as trade shows or trade fairs. B. They essentially involve retailers selling to the public. C. They sell a very limited range of goods only at fixed times during a year. D. The sellers are usually manufacturers or distributors. E. They do not encourage bulk buying by resellers because they don't offer discounts.

The sellers are usually manufacturers or distributors.

Tyler maintains a calendar in which he notes various tasks he is required to perform in the future and when they are due to be done. He also keeps information about call backs he is supposed to make. In addition, he has information about many of his customer's birthdays (so he can send a card). This calendar helps him prepare his to-do lists to get things done in a timely manner. Which of the following terms best describes this calendar? A. Duty box B. Engagement file C. Activity index D. Organizer box E. Tickler file

Tickler file

Negotiations in international sales often take place in English because it is the only language known both by the seller and the prospect. Which of the following is good advice for a native English speaker, when talking with a prospect for whom English is a second language? A. Use precise words like "cease" and "pizzazz." B. Use words with alternative meanings like "right." C. Use descriptive expressions like "to put all the eggs in one basket." D. Use action-specific verbs like "press that button." E. Any of the above.

Use action-specific verbs like "press that button."

Sarah is a lead negotiator for her company, which wants to sell its products to Target department store. Sarah explains to the managers at Target how both her company and Target can improve their profits. Which of the following philosophies of negotiation is Sarah exemplifying? A. Win-win B. Zero-sum C. Distributive D. Positional E. Hard-bargaining

Win-win

When applying the problem/solution selling model, _____ is the term used for the problems of the client that the salesperson is partially aware of. A. features B. issues C. situations D. benefits E. business model

business model

The last step in the buying process is the: A. establishment of a long-term relationship with the seller. B. receipt of the product. C. vendor analysis. D. evaluation of product performance. E. placement of the order.

evaluation of product performance.

After building awareness, the next stage in the development of a partnership is: A. recognition. B. expansion. C. exploration. D. commitment. E. insight.

exploration.

Phoebe, a sales representative, is so excited during her sales presentation that she does not hear the customer's question correctly. She gives a brief, inappropriate answer, and continues with her presentation. Phoebe's behavior in this scenario reflects the operation of _____. A. selective perception B. listening discrimination C. active listening D. deep selling E. feature dumping

selective perception

A seller's profit is _____. A. the cost of goods sold minus the marketing margin B. selling price minus cost of goods sold and selling costs C. the marginal difference between asset price and cost of sales D. the benefits received - (the selling price + time and effort to purchase) E. the relative price + the absolute cost

selling price minus cost of goods sold and selling costs

The first stage of the self-management process is: A. setting goals. B. implementing a time management strategy. C. allocating resources. D. designing a time management strategy. E. evaluating performance.

setting goals.

Viveca asked the supermarket manager, "How many dollars' worth of frozen food do you buy each month?" In the context of the SPIN technique, this question would be categorized as a(n) _____ question. A. situation B. problem C. implication D. open E. indication

situation

The _____ matrix is a training program for building adaptive selling skills that uses two critical dimensions: assertiveness and responsiveness. A. affinity B. social style C. personality D. sales approach E. prospect reference

social style

One way to define _____ is to say Ned can speak at a rate of only 120 to 160 words per minute, but he can listen to more than 800 words per minute. A. active listening B. speaking-listening differential C. lazy tongue syndrome D. the need for indirect questioning E. the need for open-ended questions

speaking-listening differential

An excellent way to generate repeat orders is to be present at buying time, but since not all buyers purchase at predictable times, the salesperson can try to be present in the buyer's mind by using: A. data mining strategies. B. specialty advertising items. C. gatekeepers. D. screens. E. all of the above.

specialty advertising items.

Zeller's, a Canadian discount store, has developed cross-functional teams with experts from its retailing division and its vendors. These teams work together to develop information systems to improve relationships between the vendors and Zeller's employees. Zeller and its vendors have developed a _____. A. relational partnerships B. buyer-seller alliances C. strategic partnerships D. win-lose partnerships E. hierarchical relationships

strategic partnerships

From a buyer's perspective, value in a purchase decision equals _____. A. the cost of goods sold - the marketing margin B. the relative price + the absolute cost C. the marginal difference between asset price and cost of sales D. the benefits received - (the selling price + time and effort to purchase) E. distribution benefits received - production costs

the benefits received - (the selling price + time and effort to purchase)

If Berylia Nursery Company quotes an FOB origin price to a plant retailer, it indicates that: A. the retailer will be reimbursed for all plants that died in transit. B. Berylia will pay all shipping costs. C. the plant retailer will pay all shipping costs. D. Berylia and the retailer will split the shipping costs. E. Berylia will take complete responsibility for the product until it is placed in the retailer's hands.

the plant retailer will pay all shipping costs.

In _____ negotiating, the negotiator attempts to secure an agreement that satisfies both parties. A. win-win B. hard-bargaining C. zero-sum D. positional E. distributive

win-win

Which of the following is true of sales in today's world? A. Many buyers now are buying from the lowest-cost suppliers. B. Buyers are demanding 24/7 service. C. Many buyers now are building competitive advantages by maintaining a distant relationship with their suppliers. D. The salesperson's job ends as soon as the customer places an order. E. All of the above.

Buyers are demanding 24/7 service.

Which of the following illustrates the correct sequence for the referral method used by salespeople? A. "I can see how you feel... others felt the same way... yet they found..." B. "I often feel the same way... and others have felt the same way... yet they found..." C. "I can see how you feel... I felt that way in the past... yet I found..." D. "I can see how you feel... others felt the same way... and I have found..." E. None of the above

"I can see how you feel... others felt the same way... yet they found..."

Brandon, a salesperson selling machine tools, has called on Mr. Williams, the production manager at the Copper Hill Tool Manufacturing Company. Which of the following responses from Mr. Williams indicates that Brandon must use a different approach to initiate a sales call? A. "Our Dalcon 4000 machine is on its last legs." B. "Our sales for this year are expected to increase by 25 percent and my production team is largely responsible for this growth." C. "Maria Mintz, the director of the purchasing department, makes all the decisions about major equipment purchases." D. "My department's equipment budget is larger than last year's." E. Any of the above.

"Maria Mintz, the director of the purchasing department, makes all the decisions about major equipment purchases."

Which of the following statements about telephone prospecting is true? A. Telemarketing is not limited to consumer sales. B. During telephone encounters, prospects are usually more polite than during face-to-face meetings. C. Inbound telemarketing is rarely used to generate and qualify leads. D. True prospects never find telephone sales calls intrusive. E. Prospecting over telephone is considered to be a poor business practice in the sales industry.

Telemarketing is not limited to consumer sales.

Haley sells office furniture. In closing the sale to Jackson Realty Company, she asked the company's office manager, "Shall I order five chrome and glass desks or five of the mahogany desks for you?" Which closing method is Haley illustrating in this scenario? A. The alternative choice method of closing B. The assumptive close C. The direct request method of closing D. The benefit summary close E. The balance sheet method of closing

The alternative choice method of closing

Which of the following best exemplifies a measurable sales call objective? A. To learn more about a prospect's needs B. To learn about a prospect's professional background C. To improve a prospect's perception of a salesperson's company D. To build rapport with a prospect E. To gain a buyer's trust

To learn about a prospect's professional background

Lennie's sales manager expects him to make at least 5 calls per day and give at least 15 full presentations per week. These expectations best exemplify: A. activity quotas. B. revenue quotas. C. gross margin quotas. D. sales commission rate. E. sales quotas.

A. activity quotas

Eva classifies her customers into three groups to aid her in allocating her time and other resources appropriately. Group 1 constitutes her best accounts, Group 2 consists of accounts of moderate value, and Group 3 is comprised of noncustomers and very low value accounts. Eva is using: A. triple play grouping. B. CPM method. C. triangular analysis. D. ABC analysis. E. good-better-best grouping.

ABC analysis.

Which of the following is an example of a kickback? A. Barry slips the receptionist $20 so he can get an interview with her boss. B. Lori buys the purchasing agent of Lincoln Electrical Company an extravagant lunch to cement their friendship. C. Payton shares industrial secrets with one of his competitors. D. Chantal pays a department store buyer five percent of all the orders placed by the store. E. Andrew pays a government official $200 to speed up the licensing process.

Chantal pays a department store buyer five percent of all the orders placed by the store.

Which of the following is a feature of the relationship between a salesperson and a customer in a strategic partnership? A. Competition B. Conflict C. Short-term orientation D. Low risk E. Coordination

Coordination

When Wallace earned a commission that was greater than the salary of his company's senior vice-president, he was pleased with his accomplishments. He was not so happy when the company told him that it had a _____ and that he would receive only $50,000 in commissions, about 40 percent less than what he had earned. A. draw B. quota C. base D. cap E. bonus

D. cap

Which of the following statements about how salespeople spend their time each week is true? A. Salespeople typically spend the least amount of time in an average week traveling and sitting in waiting areas. B. Most of the selling done by salespeople today is done over the telephone. C. Salespeople spend less than 2 hours per week on administrative tasks. D. Salespeople spend more time in meetings, working with support people in their companies, traveling, waiting for a sales interview, doing paperwork, and servicing customers than in face-to-face selling. E. None of these statements about how salespeople spend their time each week is true.

Salespeople spend more time in meetings, working with support people in their companies, traveling, waiting for a sales interview, doing paperwork, and servicing customers than in face-to-face selling.

Which of the following would best be classified as an objection to the features of a good or service a salesperson is selling? A. "Isn't your company new in this field?" B. "I'm not sure I can trust what you're saying." C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a darker shade of green."

"I was looking for a darker shade of green."

Which of the following is the best example of a benefit opening? A. "Mr. Jackson at FS Tools thought you would appreciate the multitasking flexibility of my company's machine center." B. "Good afternoon, Ms. King. My name is Harry Tillot, and I sell the world's finest veneers." C. "Hello, Dr. Allen. Do you need an easier way to place insurance claims for your patients?" D. "Mr. Tanner, I believe our laminating machine will significantly increase your product's quality." E. "Hello, Ms. Dwight. My name is Darla, and I am selling Girl Scout cookies."

"Mr. Tanner, I believe our laminating machine will significantly increase your product's quality."

Your buyer has just said, "Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection. Which of the following statements is the best example of this method? A. "That's true. However, they are 30% less expensive. So they're still a better deal for you." B. "That simply is not true. Studies show that our machines break down no more than our major competitors'." C. "That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed." D. "I can see how you feel that way, but on the other side, we do have very good service centers where you could get the machine fixed." E. "You know, I think everyone should be as concerned about quality as you are."

"That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed."

Which of the following is an example of an objection related to the price? A. "I do not understand why you think I need to replace bumper cars; no one has been injured in the ones we currently have." B. "I can't buy the landscaping services of your company because your company is too new to have any kind of reputation at all." C. "The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money." D. "I will not allow the carnival workers at this state fair to sell temporary tattoos because I believe they are trashy." E. "I don't think we need a shopping cart mover; we've just always let one of the stock boys cruise the parking lot and gather carts manually."

"The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money."

Which of the following is an example of a situation question that might be used with the SPIN technique? A. "What would you do if an employee was injured because you neglected to repair your sander?" B. "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?" C. "Is your current machine difficult to repair?" D. "What kind of scanner program are you currently using?" E. "Do storms disrupt your electrical power?"

"What kind of scanner program are you currently using?"

Which of the following is an example of an objection related to the source? A. "You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure." B. "The lifelike quality of your silk flowers is just not worth the extra costs your company charges." C. "I need to take some time and consider if I want to pay $3,500 for an industrial-strength vacuum cleaner." D. "I have always considered Nitrile gloves to be of superior quality and have never considered buying another brand." E. "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer had shown up drunk at a performance."

"You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure."

A salesperson receives $200 commission per sale and has set a goal of earning $3,000 per month. With a conversion rate of 1 out of 8 prospects, he will need to make sales presentations to _____ prospects to achieve his performance goal. A. 120 B. 100 C. 200 D. 80 E. cannot be determined

120

By investing in a John Deere PowerTech engine for $3,200, a pallet manufacturer was able to show a net savings of $500 in annual maintenance costs. Calculate the return on investment for the engine. A. 1.6 percent B. 6.4 percent C. 15.6 percent D. 21.3 percent E. 32 percent

15.6 percent

By investing $36,000 in an electronic gate for the employee parking lot, Risco USA was able to save $90,000 on salaries and benefits previously paid to security guards who monitored the parking lot entrance. The return on investment (ROI) is _____ percent. A. 40 B. 60 C. 66.67 D. 150 E. 250

250

Ron Hurley purchased all the material he needed to make snow cones for $11,600 at the start of the summer. By the end of the season, he made a net profit of $6,000 by making and selling snow cones at a local amusement park. Calculate Hurley's return on investment (ROI). A. 11.6 percent B. 17 percent C. 19.3 percent D. 51.7 percent E. 60 percent

51.7 percent

Assuming company policies do not prohibit gift giving, which of the following gifts would be most appropriate for a salesperson selling earthmoving equipment to give to a potential customer? A. A free vacation package for the customer's family B. A software program worth over $300 that protects against computer viruses C. Four Atlanta Braves baseball tickets and a parking pass D. A coffee mug with the company name, logo, and telephone number imprinted on it E. A fully-loaded sedan

A coffee mug with the company name, logo, and telephone number imprinted on it

How does a sale differ from a contract to sell? A. Cash must change hands for a contract to sell to exist, but not for a sale. B. The UCC defines a sale and a contract to sell as synonymous. C. A sale is made when the salesperson makes an offer and receives unqualified acceptance, while a contract to sell exists only when the title passes from the seller to the buyer. D. A contract to sell exists anytime a salesperson makes an offer and receives unqualified acceptance from the customer, while a sale is made only when the title passes from the seller to the buyer. E. A sale is made as soon as a buyer agrees to a price, while a contract to sell exists as soon as a seller gives an offer.

A contract to sell exists anytime a salesperson makes an offer and receives unqualified acceptance from the customer, while a sale is made only when the title passes from the seller to the buyer.

Which of the following statements about complaints is true? A. It is wise to assume that all complaints are unjustified. B. It is not the job of the salesperson to forestall future complaints. C. Firms do not set up procedures for dealing with claims over $200 because claims this large may require legal advice. D. A fair settlement made in the customer's favor helps to resell the company and its products. E. A customer who doesn't complain is a happy customer.

A fair settlement made in the customer's favor helps to resell the company and its products.

Which of the following items does NOT suggest that the prospect you are meeting with is an analytical prospect, according to the social style matrix? A. The piece of mail in the top of his "in" basket announcing this month's selection in the Popular Science Book Club B. Several plaques on the wall awarded to him for exceeding productivity expectations C. The dark suits, white shirts, and conservative ties that the prospect commonly wears D. A diploma in electrical engineering from Georgia Tech displayed in the office E. A framed liberal arts diploma on the wall along with posters of his favorite soccer team

A framed liberal arts diploma on the wall along with posters of his favorite soccer team

The new deep-frying system installed in Roger's Deli is exactly like the old one except that it uses less electricity—$10 less electricity per day when compared to the old fryer. Assume that there are 21 workdays per month when the fryer is in use. Which of the following is the most accurate estimate of the payback period for the $1,500 investment in the new fryer? A. A little more than seven months B. A little less than six years C. A little over 9.5 years D. 12.5 years E. None of the above

A little more than seven months

Which of the following is true of an agent? A. The authorization to represent the company has to be in writing. B. The agent's statements cannot legally bind his or her company. C. A person who acts in place of his or her company is an agent. D. The actions of an agent do not have any financial impact on the company. E. None of the above.

A person who acts in place of his or her company is an agent.

For which of the following salespeople would prospecting be most important? A. A pharmaceutical sales rep selling heart medications B. A real estate salesperson specializing in residential property C. Dynamo, a maker of fighter aircrafts that has exclusive tie-ups with three of the world's most powerful nations D. An electric transformer salesperson working full time for Florida Power and Light Co. E. A GoodStart cereal salesperson whose territory is Denver

A real estate salesperson specializing in residential property

Which of the following statements about RFPs (request for proposal) is true? A. A salesperson can help a customer identify needs and specify product characteristics. B. Some customers call RFPs proposed negotiation points (PNPs). C. Buyers appreciate proposals that contain a large amount of material that require them to search for answers. D. Delivery schedules are typically not included in the RFP. E. All of the above.

A salesperson can help a customer identify needs and specify product characteristics.

Which of the following statements about complaints is FALSE? A. The customer must perceive the settlement of the complaint as being fair. B. The settlement that will be provided must be clearly communicated. C. A salesperson settling a claim should educate the customer to forestall future claims. D. A fair settlement made in the customer's favor helps to resell the company and its products. E. A salesperson who is convinced that a claim is dishonest should take action by filing a case against the customer.

A salesperson who is convinced that a claim is dishonest should take action by filing a case against the customer.

Which of the following is a desirable trait of a negotiator? A. A fear of conflict B. Belligerence C. A willingness to take risks D. Constant resistance to change E. Introversion

A willingness to take risks

Neal works for Integrated Computer Systems Distributors (ICSD) as a field salesperson. In his territory, he only calls on attorney's offices and physician's offices. This specialization has allowed him to develop a high level of expertise at selecting just the right combination of hardware and software to meet the unique needs of these offices. From this information, it can be concluded that Neal is part of a sales force that is organized according to: A. account types. B. sales volume. C. geographic regions. D. activity quota. E. performance based criteria.

A. account types

For every case of fragrance that Jill sells, she earns $10. This amount is her _____. A. commission B. sales quota C. salary D. gratuity E. activity quota

A. commission

Management uses a combination plan typically when it wants to: A. motivate and control the activities of salespeople. B. emphasize that its sales force needs to concentrate on getting new and commissionable sales. C. ensure that the sales force can easily understand exactly how it is being financially rewarded. D. engage in transactional selling relationships. E. accomplish all of the above.

A. motivate and control the activities of salespeople

GEC Inc. has one sales force that sells electric transformers and similar equipment to electric utility companies and another sales force for its line of consumer goods. These salespeople best exemplify: A. product specialists. B. account specialists. C. missionary salespeople. D. telemarketing representatives. E. geographic salespeople.

A. product specialists

One way to conceptualize the selling process is the "Four A's." Which of the following is NOT one of the Four A's? A. Acknowledge B. Acquire C. Advise D. Accent E. Assure

Accent

While a salesperson was trying to sell a new textbook, the professor began to complain about the rising cost of textbooks. The salesperson responded with: "Yeah, it's not cheap to get quality education these days." Then, after a pause, the salesperson continued, "Say, did I tell you who wrote the test bank that comes with this book?" Which method did the salesperson use to deal with this objection? A. Direct denial B. Acknowledge C. Postpone D. Referral E. Compensation

Acknowledge

Susan's Gourmet Blends is a small Massachusetts-based business that wants its products to be marketed in the Delmonte Country Store catalog. In return for the catalog carrying its product line, Susan Taylor, the owner of the company, is willing to give the catalog retailer a five percent quantity discount. If that doesn't get her product into the catalog, she is willing to give credit terms of 5/30, n/60. If that doesn't work, she will offer to split the shipping costs. Which type of pre-negotiation planning is Susan engaging in? A. Flexible implementation B. Agenda determination C. Adjustable implementation D. Triple bypass preparation E. Adaptive planning

Adaptive planning

_____ salespeople control the sales interaction but often do not gain commitment because they prejudge the customer's needs and fail to probe for information. A. Aggressive B. Assertive C. Empathetic D. Confident E. Determined

Aggressive

A manufacturer of cast iron skillets wants to place its skillets for sale in a major retail store. Which of the following would be a negotiable item? A. Prices and pricing allowances for volume purchases B. Inventory levels the retail store should maintain C. Retail pricing points D. Location of shelf positioning E. All of the above

All of the above

A manufacturer of lawn furniture wants to sell its furniture to a large chain of resorts. The buyer and seller prepare for the negotiations. Which of the following items are likely to be covered during the negotiations? A. Credit terms and delivery terms and conditions B. How complaints will be resolved C. Delivery schedules D. How the furniture will be designed E. All of the above

All of the above

Which of the following actions is still necessary after the partnering process reaches the expansion stage? A. Identifying additional needs B. Monitoring order processing C. Ensuring proper use of the product D. Handling complaints E. All of the above

All of the above

Which of the following could be a problem area in the salesperson-company relationship? A. Switching jobs B. Reporting work time information C. Expense accounts D. Reporting sales activities E. All of the above

All of the above

Which of the following is a good advice for the use of demonstrations as part of a sales presentation? A. Practicing the demonstration B. Planning for things that could possibly go wrong C. Probing both during and after the demonstration D. Keeping the demonstration simple, concise, and easily understandable E. All of the above

All of the above

Which of the following is a reason why salespeople fail to obtain commitment? A. Fear of asking B. Displaying unwarranted excitement C. Poor presentation D. Speaking more than listening E. All of the above

All of the above

Which of the following is a way that companies use the Internet to generate leads? A. By developing an extranet B. By placing ads on commonly used pages C. By using social media tactics like live chat on networks D. By using e-mail messages E. All of the above

All of the above

Which of the following is an example of selling? A. A college student asking a professor to let him enroll himself in a course that is closed out B. A potential employee making a presentation at a job interview C. An engineer convincing his manager to support his R&D activity D. A salesperson talking about the advantages of the washing machines at his store E. All of the above

All of the above

Which of the following members of the buying center would typically be involved in a value analysis? A. A representative from the engineering department B. Members of the purchasing department C. Technical experts from the production department D. Technical experts from the quality control department E. All of the above

All of the above

Which of the following serves as a foundation for a successful, long-term relationship? A. Mutual trust B. Organizational support C. Common goals D. Open communication E. All of the above

All of the above

Which of the following statements is the best example of a trial close for a salesperson selling refrigerator units to supermarkets? A. How does a savings of $30 per month on your refrigeration electricity bill sound? B. Are you interested in how the oversized coil works to keep food cold and eliminate defrosting? C. How does the ease of mobility of this unit compare with other refrigeration units you have seen? D. Do you think you'd be interested in buying the optional illumination signage that comes with our units? E. All of the above are examples of trial closes that could be used by a salesperson selling refrigerator units to obtain buyer commitment.

All of the above are examples of trial closes that could be used by a salesperson selling refrigerator units to obtain buyer commitment.

Which of the following is an appropriate guideline for effective negotiations? A. Listening carefully is extremely important. B. The ability to ask probing questions is important to keep the negotiations on track. C. Periodic status reports on what has been decided and what needs to be decided is an effective way of keeping negotiations on track. D. Keeping in mind that during negotiations, people have a desire to retain their positive identities. E. All of the above would be appropriate guidelines for effective negotiations.

All of the above would be appropriate guidelines for effective negotiations.

Which of the following is a suggestion for active listening? A. Echo what the prospect has said. B. Summarize the conversation. C. Be quiet while the prospect thinks. D. Concentrate on ideas rather than just words. E. All of the above.

All of the above.

Which of the following is an appropriate situation for a sales representative to use a DVD during a sales presentation? A. Richard wants to show the prospect testimonials from satisfied customers. B. Frank wants his prospect to see the new television commercials that his company will begin airing next month. C. Cleo desires to show this prospect how others are using the product she sells. D. Allison wants to present how quality is built into her product at the factory. E. All of the above.

All of the above.

Which of the following questions should one ask oneself to determine whether a sales behavior or activity is unethical? A. Would my supervisor disapprove of this behavior? B. Am I concerned about the possible consequences of this behavior? C. Would society be worse off if everyone engaged in this behavior or activity? D. Would I be embarrassed if a customer found out about this behavior? E. All of the above.

All of the above.

Which of the following recommendations should be followed by salespeople when using stories in a sales presentation? A. Use vivid word pictures in the stories. B. Try to use stories from one's own experiences. C. Make sure that there is a reason for telling the story. D. Use the hook of the story to tie back directly into the presentation. E. All of the above.

All of the above.

Which of the following statements about lead qualification and management is true? A. Firms often engage in prequalification of leads for their field sales forces. B. A lead management system can be used to grade leads and establish a priority call list. C. The judicious use of technology makes lead qualification and management more efficient and effective. D. Telemarketers are used by some companies to prequalify leads. E. All of the above.

All of the above.

Which of the following statements is true of common goals? A. Common goals are important for the establishment of a strategic partnership. B. Common goals help to sustain a strategic partnership when the expected benefits are not realized. C. Common goals give both members of the strategic partnership a strong incentive to pool their resources. D. Common goals allow partners in a strategic relationship to focus on opportunities rather than arguing about how profits are divided between them. E. All of the above.

All of the above.

The human resource director of a software firm arranges a weekend executive retreat for a few employees at a resort. As he prepares to leave the resort office after paying an advance, the resort owner says, "If your group does not check out by 9:00 a.m. tomorrow, I'll have to charge them for the entire day." Which of the following negotiating tactics does the resort owner use? A. Trial balloons B. Ambush negotiation C. A flanking maneuver D. A red herring attack E. Browbeating

Ambush negotiation

Which of the following pairs of individuals are most receptive to small talk? A. Amiables and expressives B. Analyticals and drivers C. Analyticals and amiables D. Drivers and expressives E. Amiables and drivers

Amiables and expressives

Which of the following statements about the use of the Internet as an effective lead generator is true? A. An advantage of Web-based promotions is their ability to attract numerous international leads. B. A disadvantage associated with using the Internet to generate leads is the high cost. C. The Internet cannot transmit business information in different languages. D. Extranets are created for general marketing efforts with no defined target markets. E. Companies cannot use the Internet to build relationships with current customers.

An advantage of Web-based promotions is their ability to attract numerous international leads.

Which of the following statements is true about negotiation preliminaries? A. Negotiation preliminaries are more important in U.S. business meetings than in international ones. B. The room temperature should be set colder than normal to speed up the actual negotiation process. C. Time should be spent just prior to the negotiation to develop negotiation skills, not for engaging in friendly conversations. D. An agenda that states what will be discussed and in what sequence should be created. E. Key issues should always be placed first in the agenda so that it will be very advantageous.

An agenda that states what will be discussed and in what sequence should be created.

Which of the following statements is true of the different categories of relationships with suppliers? A. The first stage involves the formation of selective or strategic partnerships. B. An annual contract is an example of a coordinative relationship with a supplier. C. Selective and strategic partnerships are examples of market exchanges. D. Functional partnerships essentially involve an integration of departments across the two companies. E. Strategic partnerships represent the most commonly seen buyer-supplier relationship.

An annual contract is an example of a coordinative relationship with a supplier.

For which of the following transactions would a functional relationship between the buyer and seller be LEAST appropriate? A. An apartment complex owner's procurement of 80 gallons of paint for the annual repainting of all buildings in the complex B. A dentist's purchase of dentures, plates, and other apparatus from a dental lab where they are made C. A commuter's purchase of a daily newspaper to read on his ride to work D. A foreman's purchase of lubricating oil for an assembly line E. An interior decorator's purchase of a cellular phone

An interior decorator's purchase of a cellular phone

Hugh sells copying equipment to colleges and universities. He competes with Xerox, Canon, and similar firms. Hugh's sales manager requires him to make an appointment when he calls on a prospect for the first time. Which of the following is LEAST likely to happen as a result of the appointment? A. An increase in his chances of talking to the right person B. An order on his first sales call C. An increase in his dignity as a salesperson D. A good start to the relationship by putting the prospect and Hugh on the same level E. An increase in the probability of getting adequate uninterrupted time with the prospect

An order on his first sales call

James is best described as a risk avoider who moves and speaks slowly and deliberately. He is supportive by nature, cool and aloof, and never shows any emotion. In which of the following categories of the social style matrix does this information place James? A. Drivers B. Expressives C. Amiables D. Analyticals E. Gatekeepers

Analyticals

Michael notices that his prospect begins moving back and forth near the end of his sales presentation. How should Michael interpret this body language? A. As a sign of doubt B. As a positive sign of interest C. As a sign of boredom D. As a sign that the prospect is agitated E. None of the above

As a positive sign of interest

Which of the following statements is true about account classification and resource allocation? A. Customer management is simply a time management issue. B. As a rule, 80 percent of the sales in a territory come from only 20 percent of the customers. C. Salespeople should avoid classifying customers on the basis of their sales potential. D. All customers have the same buying potential, just as all sales activities produce the same results. E. None of the above statements about account classification and resource allocation is true.

As a rule, 80 percent of the sales in a territory come from only 20 percent of the customers.

_____ salespeople are self-confident and positive, and they maintain the proper perspective by being responsive to customer needs. A. Impersonal B. Apathetic C. Submissive D. Assertive E. Aggressive

Assertive

When do buyers raise objections? A. After a sale B. When a salesperson seeks commitment C. When a salesperson seeks an appointment D. During a presentation E. At all above times

At all above times

According to the self-management process, which of the following statements is true about resource allocation? A. As a rule, 10 percent of a salesperson's sales come from 90 percent of his customers. B. Attending meetings and learning about new products are examples of a salesperson's nonselling investment of their time. C. Since there are no limitations on time, the salesperson should spend all his/her work time making sales calls. D. The physical resources managed by a salesperson represent costs to him/her but investments to the company for which he/she works. E. Resource allocation is the third stage of the self-management process.

Attending meetings and learning about new products are examples of a salesperson's nonselling investment of their time.

Which of the following is NOT a phase of relationship development for a seller and a buyer? A. Awareness B. Exploration C. Commitment D. Attraction E. Expansion

Attraction

Which of the following statements is good advice for salespeople concerned about proper use of hand gestures in the United States? A. Avoid dropping your hands down by your sides while presenting and keeping them there. B. Do not expose your palm to your prospect because that gesture sends negative or "stop" signals. C. When making a presentation before a group, keep hand gestures to a minimum so you'll appear confident about your topic. D. Using the hand in a slicing motion signals the other person to cut their comments short. E. All of the above.

Avoid dropping your hands down by your sides while presenting and keeping them there.

Which of the following is NOT one of the tips for management to encourage effective cross-selling? A. Avoid setting cross-selling goals B. Cross-selling often involves additional training C. Know all of your company's products D. Provide incentives for cross-selling E. Track results of cross-selling efforts

Avoid setting cross-selling goals

Which of the following is an example of an outbound salesperson? A. LaVerne responds to a customer who called with a billing complaint. B. Anet uses her telephone to solicit new business from a list of prospects. C. Orlando calls a company's toll-free number to complain about his malfunctioning lawnmower. D. Millie, as the CEO of her company, handles two house accounts. E. Morris takes a telephone order for a medium pizza.

B. Anet uses her telephone to solicit new business from a list of prospects

Which of the following is a major disadvantage associated with a combination compensation plan? A. Its inability to be used as a motivation tool B. Its complexity C. Its inability to include a draw D. Its lack of flexibility in the context of motivating salespeople E. Its lack of flexibility in the context of controlling the activities of salespeople

B. Its complexity

Which of the following statements about forecasting in global markets is true? A. The same forecasting techniques that work in the United States work around the world. B. Salespeople are especially important to the forecasting process when the executive is attempting to forecast international sales. C. For international marketing forecasts, the top executives rather than the salespeople can provide the most accurate numbers. D. In the bottom-up forecasting method used in international sales, little input from the salespeople is taken. E. Computer simulations produce the most reliable sales forecasts for selling in international marketing.

B. Salespeople are especially important to the forecasting process when the executive is attempting to forecast international sales

Which of the following statements is true of the responsibilities of a salesperson in matters related to expense budget? A. The salesperson does not have any control over whether expenditures are over or under budget. B. Ultimately it is the salesperson's responsibility to manage the territorial budget. C. Salespeople are primarily responsible for making the expense budget. D. A salesperson cannot express an expense budget as a percentage of sales volume. E. None of the above is true.

B. Ultimately it is the salesperson's responsibility to manage the territorial budget

A(n) _____ is incentive pay for overall performance in one or more areas. A. sales quota B. bonus C. salary D. gratuity E. activity quota

B. bonus

House accounts: A. are invariably the same as key accounts. B. have no "true" salesperson. C. are not used by large retailers. D. provide salespeople with a percentage-of-sales commission. E. are typically handled by field salespeople.

B. have no "true" salesperson

Mack is a salesperson. His _____ for next year is to sell $525,000 worth of merchandise in his territory. A. sales quota B. revenue quota C. sales commission rate D. budget bogey E. commission bases

B. revenue quota

Taylor deals in roller coasters, carousels, bumper cars, and other similar rides to amusement parks. His manager has told him that he must find buyers for at least 6 water flume rides, 3 carousels, 2 coaster rides, and 10 kiddy rides this fiscal year. Taylor's manager has given him his: A. key accounts. B. sales quotas. C. revenue quotas. D. sales commission rates. E. commission bases.

B. sales quotas

The major advantage of the straight commission compensation approach is that it: A. provides reduced financial incentive. B. ties compensation directly to performance. C. encourages employees to take up activities that do not directly lead to sales. D. promotes company loyalty. E. does all of the above.

B. ties compensation directly to performance

Which of the following would be the WORST advice for a new salesperson for an office machine manufacturer? A. Take note of how top executives in your firm dress. B. Adjust to the geographic region in which you work. C. Attempt to match the clothing choices of your typical customers. D. If you look well dressed, you'll feel more confident. E. Be a leader and wear the latest fashions.

Be a leader and wear the latest fashions.

Which of the following is the most important characteristic of successful sales representatives? A. Opening each sales call with a product demonstration B. Handling positive reviews from customers C. Being able to discover client needs D. Using closing techniques effectively E. Handling objections

Being able to discover client needs

Which of the following statements about the effectiveness of the various methods of communications is true? A. E-mail has a high level of response time. B. Both telephone and face-to-face communications have a fast response time. C. Response time does not determine the effectiveness of communications. D. A hand-written letter has a greater level of response time than a telephone conversation. E. Response time is unaffected by nonverbal communications.

Both telephone and face-to-face communications have a fast response time.

_____ occurs when salespeople make unfair or untrue statements to customers about a competitor, its products or its salespeople. A. Collusion B. Business defamation C. Conspiracy D. Reciprocity E. Tying agreement

Business defamation

Which of the following represents a way by which a salesperson can ensure having a good number of personal contacts in the customer's firms? A. By using the electronic data interchange system to control communication with the customer B. By using specialty advertising items to make the selling firm's presence felt in the customer's firm C. By cultivating three relationships each at three organizational levels of the customer's firm D. By minimizing the use of strategies like cross-selling, full-line selling, and upselling with the customer's firm E. By avoiding action on any trust-destroying conflict that the customer may have

By cultivating three relationships each at three organizational levels of the customer's firm

Which of the following statements about organizing knowledge of sales situations and customers into categories is true? A. Product knowledge is more important than knowledge of sales situations. B. Categorizing sales situation and customers is often done on an arbitrary basis. C. The benefits of organizing knowledge into categories are limited to the group of salespeople developing these categories. D. Most salespeople find that three categories are sufficient to classify their customers. E. By developing categories, salespeople free up mental capacity to think more creatively.

By developing categories, salespeople free up mental capacity to think more creatively.

How do computers help international selling organizations operate smoothly? A. By permitting salespeople to forego their usual sales reports B. By eliminating the need for videoconferencing C. By reducing communication barriers between the field and the home office D. By reducing the need for salespeople E. By doing all of the above

By reducing communication barriers between the field and the home office

Which of the following is an example of an inside salesperson? A. A salesperson who calls on farmers' cooperative groups B. A distributor who visits a customer's home to sell cosmetics C. A retail clerk at a local hardware store D. A pharmaceutical salesperson who regularly calls on physicians E. A salesperson who trains a customer's employees on how to use the new copier he just sold them

C. A retail clerk at a a local hardware store

Ed works as a salesperson in a garment manufacturing company. Which of the following departments in Ed's company is most directly responsible for seeing that the orders he gets from customers are properly entered into the company's computer, and that he gets his commission for the orders? A. Marketing B. Manufacturing C. Administration D. Shipping E. Customers service

C. Administration

What is the easiest method to evaluate the performance of salespeople? A. Measuring customer service levels B. Measuring product knowledge C. Measuring total sales D. Determining how quickly management requests for information are answered E. Measuring how aware each salesperson is about competition and business conditions

C. Measuring total sales

How does a house account differ from other types of accounts? A. A house account is always unprofitable. B. A house account is usually too small for attention by a salesperson. C. No commission is paid on sales to the house account. D. A house account is served by the firm's telemarketing center. E. Commissions are split among all the salespeople who service the house account's various locations.

C. No commission is paid on sales to the house account

Troy is a telemarketer who works directly with Nadine, a sales rep who works on site. Together they develop strategies for handling accounts and address customer concerns. Troy is an example of: A. a missionary salesperson. B. a product specialist. C. a field support representative. D. an outside salesperson. E. none of the above options.

C. a field support representative

Candace was distressed to discover her company had paid several bribes to get a major contract. When she voiced her concerns to the management, she was told to keep her mouth shut if she wanted to keep her job. After several other attempts to stop the unethical practices, Candace gave the evidence she had of the corporation paying bribes to a local television station. This action of Candace is called: A. data mining. B. direct denial. C. blowing the whistle. D. cross-selling. E. rejecting the open-door policy.

C. blowing the whistle

Marshall is compensated by his company under a straight commission plan. He receives 10 percent of the total sales revenue per week. In a particular week, the total sales revenue is $6,000. This amount is known as the: A. straight salary base. B. draw. C. commission base. D. commission rate. E. bonus point.

C. commission base

Ed works for Lanier Business Products as a sales representative. He receives a straight commission. In weeks when his earned commission is less than $600, the company loans him enough money against future commissions to allow him to receive $600. In future weeks, when Ed earns more than $600, the extra is used for repaying the previous loan. For Ed the guaranteed $600 is his: A. sales quota. B. activity quota. C. draw. D. bonus. E. straight salary.

C. draw

Money paid to a straight commission salesperson against future earnings, which guarantees a stable cash flow is called a: A. quota. B. salary. C. draw. D. bonus. E. commission base.

C. draw

A _____ plan typically pays a certain amount per sale, and the plan includes a base and a rate but does not include a salary. A. fixed pay B. bonus C. straight commission D. straight salary E. quota

C. straight commission

Which of the following is NOT one of the essential elements of a sales call? A. Calculating the profit margin in advance B. Making a good impression C. Identifying or reiterating a prospect's needs D. Building credibility and trust E. Offering solutions for a buyer's needs

Calculating the profit margin in advance

For which of the following products would samples be most effective as a sales aid? A. Flame thrower B. Funeral service C. Carpet cleaner D. Life insurance E. None of the above

Carpet cleaner

In which of the following methods of prospecting is a salesperson likely to know the LEAST about the prospects called on before meeting them? A. Networking B. Endless-chain method C. Center-of-influence method D. Cold calling E. Seeding

Cold calling

Which of the following statements about obtaining precall information is FALSE? A. At some point, the amount of time and effort required to collect additional information exceeds its value. B. Proper planning before making sales calls leads to better territory management. C. Collecting the information about a particular prospect is usually a quick and easy process. D. The more information the salesperson has, the more likely the prospect's needs will be met. E. A salesperson calling on a regular customer does not need to collect additional information.

Collecting the information about a particular prospect is usually a quick and easy process.

Hurricane Mitch was the most devastating storm to ever hit Central America. Roger Conrado, a salesperson for Dempko Chemical in that area, knew that a major client in the hurricane-affected area would suffer huge losses unless it restarted its operations soon. To keep the customer supplied with the chemicals it needed, Conrado proactively arranged transportation facilities to deliver the chemicals to the manufacturer's factory. Which of the following stages of partnership development does this example describe? A. Culmination B. Dissolution C. Commitment D. Awareness E. Covenant

Commitment

Which of the following serves as a foundation for a successful strategic partnership? A. Autocratic leadership B. Profit orientation C. Short-term orientation D. Common goals E. All of the above

Common goals

"I realize that my company's barcode label printer is more expensive than others that you may be looking at, but the Zelton barcode label printer is designed for Microsyne operating systems. Your employees will be able to learn how to operate our machine much faster than other brands because of their familiarity with Microsyne. You won't experience any loss in productivity as this printer is synced with your system. It takes up to two weeks for employees to become comfortable using some of the other brand barcode label printers on the market." Which method for dealing with objections is the Zelton Systems salesperson using in this example? A. Direct acceptance B. Pass-up C. Referral D. Revisit E. Compensation

Compensation

Which of the following statements about complaints is true? A. Handling complaints properly is most important during the commitment stage of a partnership. B. Complaints cannot be eliminated; they can only be reduced in frequency. C. Complaints should be predominantly attributed to the customer's handling or misuse of the product. D. Only when complaints are eliminated can a true partnership be formed. E. All of the above.

Complaints cannot be eliminated; they can only be reduced in frequency.

In the United States, which of the following nonverbal communications is positive and indicates that the listener is interested in the message being communicated? A. Contemplative posture B. Avoidance of eye contact C. Playing with items on the desk D. Shaking head E. Pursed lips and furrowed brow

Contemplative posture

Which of the following traditional closing methods is based on getting the buyer perceiving himself or herself as an "agreeable" person? A. Direct request close B. Minor-point close C. Emotional close D. Continuous yes close E. Assumptive close

Continuous yes close

Which of the following is NOT one of the aspects of emotional intelligence? A. Knowing one's own feelings and emotions as they are experienced B. Controlling one's emotions to avoid acting impulsively C. Controlling customer's emotions to avoid conflict D. Recognizing customer's emotions E. Using one's emotions to interact effectively with customers

Controlling customer's emotions to avoid conflict

_____ goals are important because they reflect how efficiently a salesperson uses resources, such as time, to accomplish performance goals. A. Transformation B. Consequence C. Activity D. Performance E. Conversion

Conversion

The face is one source of nonverbal communication. Which of the following statements about reading the messages communicated by someone's face is true? A. The lips are the most important area of the face to watch to determine if the person is really listening. B. When someone stares at you, it indicates a strong desire to please. C. Cultural differences exist concerning eye contact between individuals. D. The tightening of the facial muscles indicates a strong interest in what is being said. E. Eyes cast down indicate that the listener is bored.

Cultural differences exist concerning eye contact between individuals.

_____ is the view that no culture's ethics are superior to any other culture's ethics. A. Ethical imperialism B. Cultural imperialism C. Ethical solidarity D. Cultural relativism E. Cultural solidarity

Cultural relativism

Which of the following statements is true of customer lifetime value? A. Salespeople lay more emphasis on a single sale, rather than the combined value of future sales. B. Customer lifetime value is only measured for transactions involving a solo exchange. C. There is no way to estimate the sum of the future sales. D. The customer lifetime value is a statement explaining how the salesperson's products will effectively solve the buyer's business issue. E. Customer lifetime value is expressed in terms of the combined total of all future sales discounted back into current dollars.

Customer lifetime value is expressed in terms of the combined total of all future sales discounted back into current dollars.

Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to supermarkets. When a supermarket manager called Nathan, one of Zero Zone's salespeople, to inform him that his Zero Zone rear load refrigeration display unit needed to be defrosted about three times more than was normal, Nathan responded immediately. He cancelled his other appointments and drove to the supermarket. Nathan worked for two hours installing a new oversized coil to fix the problem. Which of the following factors needed for the development of mutual trust is typically illustrated in this example? A. Morality B. Honesty C. Marketability D. Customer orientation E. Likability

Customer orientation

_____ refers to the average percentage of business received from a company's accounts in a particular category. A. Market share B. Account attitude C. Routing patterns D. Account opportunity E. Customer share

Customer share

Which of the following statements about obtaining commitment is FALSE? A. To obtain commitment in a nonmanipulative manner, salespeople need to let the customer set the pace. B. Customers dislike salespeople who display confidence in themselves, their products, and the company they represent. C. Attempts to gain commitment must be geared to fit the varying reactions of each buyer. D. All prospects expect enough information from the salesperson to enable them to evaluate the good or service properly. E. Aggressive salespeople control the sales interaction but often fail to gain commitment because they prejudge the customer's needs.

Customers dislike salespeople who display confidence in themselves, their products, and the company they represent.

Which of the following statements is true of closing techniques? A. Salespeople are advised to concentrate on closing orders rather than on developing relationships with customers. B. Customers make a buying decision, rather than the salesperson closing the sale. C. A high pressure close is necessary when the sales person has done a good job throughout the process of obtaining commitment. D. For very low-priced products (as in door-to-door magazine sales), closing techniques decreases the chances of a sale. E. Closing receives very little emphasis in sales training.

Customers make a buying decision, rather than the salesperson closing the sale.

Which of the following is the area with the most employee concerns? A. Territory allocation B. Promotion policies C. Quota assignments D. Compensation E. Recruitment policies

D. Compensation

Which of the following best describes customer service reps? A. They are outside salespeople who are not concerned with setting up long-term relationships with their customers. B. They are salespeople who specialize by types of products. C. They are salespeople who actually do the sales presentations for key account customers. D. They are inbound salespeople who handle customer concerns. E. They are telemarketers who work with field salespeople to sell goods to customers.

D. They are inbound salespeople who handle customer concerns

An ethics review board: A. discourages subordinates from taking their ethical concerns to upper management of a company. B. typically has no effect on the ethics of an organization. C. should not be expected to have any lasting effect on behavioral norms within the company. D. can investigate allegations of unethical behavior and serve as a sounding board for employees. E. should be composed solely of outside experts who are in no way financially involved with the organization.

D. can investigate allegations of unethical behavior and serve as a sounding board for employees

To keep commissions paid to salespeople from becoming so high that they become demoralizing to company executives, some companies place upper limits on how much a sales representative can earn. This limit is called a: A. draw. B. bonus. C. base. D. cap. E. ground rule.

D. cap

Another name for a salary-plus-commission plan is: A. compound plan. B. activity quota plan. C. straight salary plan. D. combination plan. E. straight commission plan.

D. combination plan

Arnold is a salesperson. His company's compensation plan involves paying him 14 percent of the total sales he makes per month. This 14 percent is known as the: A. straight salary. B. draw. C. commission base. D. commission rate. E. bonus.

D. commission rate

Neva Tire Company has divided the state of Tennessee into three territories―East, Central, and West. Salespeople are based in Knoxville, Nashville, and Memphis to cover these three territories. Based on this information, it can be said that these salespeople are: A. temporary employees. B. paid a straight commission. C. paid a straight salary. D. geographic salespeople. E. product specialists.

D. geographic salespeople

Alkara receives $200 per week plus 10 percent of the value of all the sales she makes. In a particular week she earns $750. The 10 percent of the total revenue of $750 best exemplifies: A. a gratuity. B. a stipend. C. a fixed pay. D. incentive pay. E. a salary.

D. incentive pay

The portion of a sales rep's compensation that is based on his or her performance is called: A. fixed pay. B. stipend. C. activity quota. D. incentive pay. E. salary.

D. incentive pay

Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to supermarkets. The manufacturer is successful because it is able to keep the promises it makes. All customers know that Zero Zone's salespeople and its products live up to all the promises made. This is an illustration of which factor necessary for mutual trust to develop? A. Dependability B. Sales orientation C. Likability D. Spontaneity E. Profitability

Dependability

Larry, an inexperienced sales rep, has asked you to suggest ways to deal with potential ethical problems. What should you suggest? A. It's only unethical if it is illegal. B. Do what the other sales reps do. C. Do whatever earns profits for your company. D. Perform whatever services your client requests. E. Develop and maintain a personal code of ethics.

Develop and maintain a personal code of ethics.

Which of the following is an example of a closed question? A. What misconceptions do people have about your business? B. What are your decision-making criteria for choosing the successful vendor? C. What projects are crucial for your company right now? D. What kinds of problems have the new federal guidelines caused for your division? E. Did you make the decision that resulted in your current vendor?

Did you make the decision that resulted in your current vendor?

Which of the following methods of handling an objection is NOT appropriate to deal with a valid opinion or objection expressed by a prospect? A. Direct denial B. Compensation C. Revisit D. Acknowledge E. Referral

Direct denial

Which of the following stages of the relationship development process may NOT occur in a strategic partnership? A. Awareness B. Exploration C. Commitment D. Dissolution E. Expansion

Dissolution

Which of the following statements about upgrading is true? A. It is the same as cross-selling. B. The objective of upgrading is to expand the seller's business by selling to the customer in bulk quantities. C. To upgrade a customer the salesperson must show that the initial purchase was not exactly what the customer needed. D. During the needs identification phase of upselling, it is a good idea to emphasize that the initial decision was a good one. E. All of the above.

During the needs identification phase of upselling, it is a good idea to emphasize that the initial decision was a good one.

Which of the following is a primary role of salespeople in an organization? A. Drafting an expense budget B. Determining the mission statement of the company C. Correctly designing administrative organizational structure D. Initiating succession planning in an organization E. Carrying the customer's voice across the organization

E. Carrying the customer's voice across the organization

_____ is the amount of money paid to a salesperson at regular intervals regardless of his or her performance. A. Gratuity B. Bonus C. Incentive D. Commission E. Salary

E. Salary

Chris receives $520 per week gross pay in his sales job at the Lark dealership. This amount remains fixed and does not vary with the number of sales. As long as Chris works his 40 hours, he gets paid $520. Chris is paid: A. a salary plus bonus. B. a straight commission. C. a salary plus commission. D. a commission plus bonus. E. a straight salary.

E. a straight salary

A commission plan is likely to be used when: A. the sales force includes many part-timers. B. the earnings of part-time salespeople are required to be tied to their performance. C. a company does not emphasize on service to customers. D. a company does not anticipate long-term customer relationships. E. any of the above situations arises.

E. any of the above situations arises

Straight salary plans are typically used when: A. advertising is more important to the sale than the efforts of the salesperson. B. a team of salespeople is involved in the sale. C. the sale requires a long period of negotiation. D. individual results of sales team members cannot be measured. E. any of the above situations arises.

E. any of the above situations arises

Katherine is developing a forecast for next year's sales of organic fertilizer by her company to the nation's retail gardening nurseries. She is assembling the sales estimates for her company's products by adding together the territory estimates provided by her salespeople. She is engaging in _____ forecasting. A. cumulative B. geographic C. gross margin quota D. profit quota E. bottom-up

E. bottom-up

The _____, which determines the amount a salesperson is paid, is expressed as a percentage of the commission base. A. activity quota B. straight salary C. bonus point D. straight commission E. commission rate

E. commission rate

_____ is an extension of team selling in which members at various levels of the sales organization call on their counterparts in the buying organization. A. Network marketing B. Viral marketing C. Hierarchical selling D. Direct selling E. Multilevel selling

E. multilevel selling

Drew believes his sales manager has instructed him to do something unethical, and discusses his concerns with the manager. However, even after discussing the matter with the manager, he was asked to carry out the original instructions. Drew's company encourages him to take his concerns straight to upper management because it has a(n) _____. A. straight salary system B. bottom-up forecasting system C. anti-whistleblowing policy D. straight commission system E. open-door policy

E. open-door policy

Alcium Aluminum has one sales force for handling tubing and extruded products, another for handling cans and rolled products. This best exemplifies a sales force that is organized on the basis of _____. A. activity quota B. sales quota C. customer types D. geographic location E. product specialization

E. product specialization

A salesperson who receives a fixed amount of money for working a specified time period is being compensated using the _____ method. A. salary plus bonus B. straight commission C. salary plus commission D. commission plus bonus E. straight salary

E. straight salary

_____ is the view that ethical standards in one's home country should be applied to one's behavior across the world. A. Ethical imperialism B. Ethical ombudsmen C. Ethical solidarity D. Cultural relativism E. Cultural solidarity

Ethical imperialism

Which of the following is the final stage of self-management process? A. Revising goals. B. Implementing a time management strategy. C. Allocating resources. D. Completing paper work on time. E. Evaluating performance.

Evaluating performance.

Which of the following statements about making appointments for sales calls is true? A. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the president of the firm. B. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of power." C. In industrial selling situations, a salesperson gets a substantial order on his or her first sales call when he or she approaches the prospect after calling up for an appointment. D. Experienced sales representatives use different methods for making appointments with different prospects. E. Experts generally agree that a salesperson calling on a company that is new to him or her should begin by calling on the "focus of dissatisfaction."

Experienced sales representatives use different methods for making appointments with different prospects.

Andy, a salesperson for Fashion Seal Uniforms, is telling the owner of a retirement home about the importance of caregivers having clean and attractive uniforms that will withstand countless hot water washes. Andy has brought several styles of uniforms that have been washed hundreds of times to show how well his company's uniforms are made. The owner of the retirement home tells Andy that she is planning to open one new center every six months for the next three years and will need a lot of uniforms. Then the owner agrees to buy six but with no commitment to extend the relationship. Which of the following stages of the relationship development process does this exemplify? A. Negotiation B. Exploration C. Commitment D. Attraction E. Expansion

Exploration

In which stage of building a long-term partnership is electronic data interchange (EDI) technology most likely to be used first for strengthening the relationship between buyer and seller? A. Recognition B. Expansion C. Exploration D. Commitment E. Co-development

Exploration

Inez is best described as a very emotional, people-oriented person who has an animated way of talking. She also has a take-charge attitude, an ability to take initiative, and has been called a risk taker. Into which quadrant of the social style matrix would you place Inez based on this information? A. Drivers B. Expressives C. Amiables D. Analyticals E. Motivators

Expressives

Which of the following statements is true of shipping costs? A. FOB installed indicates that the title and responsibility are transferred before the equipment is installed and used for operation. B. FOB origin is also referred to as FOB installed. C. The terms and conditions of a sale exclude shipping costs involved in transporting the goods. D. Shipping costs are solely borne by the seller. E. FOB destination means the buyer will take responsibility for the goods once they reach the buyer's location, and the seller will pay the freight.

FOB destination means the buyer will take responsibility for the goods once they reach the buyer's location, and the seller will pay the freight.

Which of the following is a feature of the dissolution stage of partnership development? A. Keen awareness of the potential plans of the partnering firm B. Insight into the competitor actions C. Extensive network of personal and professional contacts in the partnering firm D. Failure to update oneself about the changes occurring in the industry E. High degree of competence even at the latter stages of a partnering relationship

Failure to update oneself about the changes occurring in the industry

The _____ is the most active regulatory agency in developing administrative laws affecting salespeople. A. U.S. Patent Office B. Federal Trade Commission C. Environmental Protection Agency D. Federal Communications Commission E. Food and Drug Administration

Federal Trade Commission

Which of the following statements is true about forestalling objections? A. It should be avoided in written proposals because it may draw buyer attention to weaknesses that otherwise would not be noticed. B. Salespeople use it to deal with aspects of their product offering that are not vulnerable to competition. C. Forestalling involves salespeople raising objections before buyers have a chance to raise them. D. With experience, a salesperson should eventually forestall all objections. E. Forestalling involves the salesperson turning the objection into a reason for buying the product or the service.

Forestalling involves salespeople raising objections before buyers have a chance to raise them.

Franco breeds a wide variety of fish. For the last nine years he has been going to Fins-to-You, a local pet store that specializes in tropical fish and aquarium supplies, for all of his needs. He buys everything from fish food to aquarium heaters to replacement fish from this store. Which of the following terms best describes the relationship Franco has with Fins-to-You? A. Strategic partnership B. Tactical relationship C. Relational partnership D. Functional relationship E. Solo market exchange

Functional relationship

_____ are long-term market exchanges in which buyers purchase out of habit or routine. A. Strategic partnerships B. Tactical relationships C. Relational partnerships D. Functional relationships E. Routine partnerships

Functional relationships

Which of the following statements about functional relationships is true? A. Buyers and sellers are both primarily concerned about the welfare of the other party. B. Price is of little concern for both buyers and sellers in functional relationships. C. Functional relationships are examples of win-win partnerships. D. Functional relationships continue as long as the customer is satisfied. E. In functional relationships, both buyers and sellers have a high degree of concern for the other party.

Functional relationships continue as long as the customer is satisfied.

Which of the following occurs in the expansion stage of developing partnerships? A. Developing new products jointly B. Designating the vendor as a preferred supplier C. Sharing proprietary information with the vendor D. Securing complete commitment from the client E. Generating reorders from the customer

Generating reorders from the customer

Salespeople are often told to "work smarter, not harder." What does this expression mean? A. Get more sales relative to the number of calls you make. B. Lower your activity goals and live with the results; life's too short to let work make you miserable. C. Don't set your performance goals so high that they cause stress. D. If you charge more to your expense account, it's like getting a tax-free raise. E. Spend less time on nonselling activities like travel and paperwork.

Get more sales relative to the number of calls you make.

Which of the following is the first step toward reducing the probability of a trust-destroying conflict? A. Give a clear product description B. Define who has the authority to do what within the selling and buying organizations C. Document any changes made to the contract D. Ignore complaints from the buying center E. Dissolve the relationship

Give a clear product description

Which of the following statements is true about goals? A. Goals should seldom be based on time. B. The effort toward accomplishing a goal matters, not the actual results. C. To continuously motivate a person, goals set should be challenging and unreachable. D. Goals should be specific and measurable. E. All of the above statements about goals are true.

Goals should be specific and measurable.

The leader of the selling team says to the members of the buying team, "Who are you trying to kid? You need my company's filtration systems to maintain your product quality. You're going to have to pay an extra $20 per system and just cut costs somewhere else." Another member of the selling team responds by saying, "Now wait a minute. These are our friends you're talking to. How about we only charge $10 extra per system and split the shipping charges with you? Doesn't that sound fair?" Which method of win-lose negotiation is this scenario most likely to exemplify? A. Lowballing B. Negotiation jujitsu C. Good guy-bad guy routine D. Browbeating E. Emotional outbursts

Good guy-bad guy routine

Angela is a salesperson for KSU exercise equipment. She wants to sell deluxe exercise stations to Silver Workout Centers. Hans is the assistant regional director of Silver Workout Centers in the greater Chicago area, and is acting as a champion for Angela's product. We should expect all of the following EXCEPT: A. Hans will prevent Angela from meeting the members of the buying center at the home office. B. Hans will sell Angela's proposal at the home office in her absence. C. Angela will provide Hans with a lot of information about her proposal and equipment. D. Hans will be promoting the exercise equipment to other members of the buying center. E. Angela will motivate Hans by showing him how the equipment meets Silver's needs as well as his own.

Hans will prevent Angela from meeting the members of the buying center at the home office.

Brian is making a presentation to a group of buyers. He knows he will encounter objections. Which of the following is NOT one of the strategies he should use to address an objection when selling to the group? A. He should try to get a sense of whether the other buyers share the concern. B. He should respond to the objection by addressing all the buyers. C. He should make sure that all the buyers are satisfied with his response before moving on in his presentation. D. He should focus his attention solely on the individual offering the objection and use the direct denial method for most of the objections that are raised. E. He should postpone all the objections even if the buyers are convinced that they need answers immediately.

He should focus his attention solely on the individual offering the objection and use the direct denial method for most of the objections that are raised.

Which of the following is NOT part of a salesman's voice characteristics? A. His hand gestures B. The speed with which he speaks C. How loudly he speaks D. How he articulates his words E. His use of inflections at the end of his sentences

His hand gestures

Which of the following is a good advice for the use of demonstrations as part of a sales presentation? A. If a prospect has seen a competitor's demonstration, it is advised to skip over parts of the seller's demonstration that would be redundant. B. Allowing satisfied customers to assist a seller during a demonstration is dangerous and should be avoided. C. Making a demonstration a separate, stand-alone activity is recommended D. If a demonstration includes dead time, a salesperson should plan out how he or she will keep the buyers engaged during that period. E. All of the above.

If a demonstration includes dead time, a salesperson should plan out how he or she will keep the buyers engaged during that period.

Which of the following statements is true about negotiations? A. Negotiations are also known as sales presentations. B. Negotiations exclude people from the selling firm who are not part of the sales department. C. Formal negotiations can take place with anyone who is classified as a buyer or user. D. Negotiating is a less expensive endeavor as it hardly requires people to spend time. E. If the customer is large or important enough, almost anything can be negotiated.

If the customer is large or important enough, almost anything can be negotiated.

Larry is a new sales rep. He has designed his sales strategy and allocated resources. Which of the following is the next immediate step that Larry will need to complete? A. Set new goals B. Implement a time and territory strategy C. Reallocate resources D. Complete his paperwork before beginning his sales strategy E. Evaluate his performance to date

Implement a time and territory strategy

Which of the following is the best example of a conversion goal? A. Increasing the amount of commission checks by 15 percent B. Increasing the number of telephone sales calls by 12 percent C. Improving sales presentation skills D. Improving the average sales generated relative to the number of calls made E. Decreasing the number of customer complaints by 5 percent

Improving the average sales generated relative to the number of calls made

Which of the following statements is FALSE about negotiation teams? A. The team leader will manage the actual negotiation session. B. Because of team members' different backgrounds, the group as a whole tends to be more creative than one individual could be. C. Negotiation preparation includes deciding who will answer what types of questions. D. In general, the seller's team should be larger than the buyer's team. E. Salespeople rather than executives on the team are often selected to serve as team leaders since they possess intimate knowledge of the buyers and their needs.

In general, the seller's team should be larger than the buyer's team.

Which of the following is an example of a tying agreement? A. Jon refuses to buy office supplies from anyone but Bridget. B. In order to carry a highly successful organic cleaning compound, Nature's Survival Store has to carry a much less successful line of laundry detergent made by the same company. C. Traveler's Rest, a travel agency, agrees to buy its insurance needs from the Nathan Dean Insurance Agency if the agency agrees to let Traveler's Rest handle the owners' travel plans. D. A paper supply company agrees to give Harridan Industries a free case of paper towels for every dozen cases it purchases. E. A salesperson tells a contractor that its paint is mildew-resistant when it is not.

In order to carry a highly successful organic cleaning compound, Nature's Survival Store has to carry a much less successful line of laundry detergent made by the same company.

Which of the following statements is true about planning for the negotiation session? A. Experienced negotiators find weekends and after-hours best for negotiations. B. A buyer's office is typically the best place to hold negotiation sessions. C. Time allotted to a negotiation session should be no more than a few hours. D. Individuals should prepare themselves emotionally for the stress that will occur within a negotiation session. E. To allow for concessions, the opening position should reflect lower expectations than the target position.

Individuals should prepare themselves emotionally for the stress that will occur within a negotiation session.

Which of the following statements about body language is true in the United States? A. Self-touching gestures typically indicate the listener is very comfortable with what he or she is hearing. B. Individuals use increased arm movement when they are expressing an opinion. C. Open and relaxed hands are a good indicator of boredom. D. The meaning of hand gestures is consistent from one culture to another. E. Individuals sitting with their legs crossed are sending a message of cooperation and confidence.

Individuals use increased arm movement when they are expressing an opinion.

Which of the following statements about selling to groups is true? A. Objectives should not be developed for the first group meeting. B. Planning should not include developing special visual aids as it may be difficult to hold the attention of a group with aids alone. C. Information must be gathered about the concerns of each and every person who will attend the meeting. D. Attempt should not be made to assess the buyers' nonverbal cues because people are greatly inhibited in a group setting. E. The salesperson should avoid informal presentations when making a sales call on a group of buyers.

Information must be gathered about the concerns of each and every person who will attend the meeting.

Which of the following describes a limitation associated with the use of the social style matrix as a sales training tool? A. It bases the classifications on communication style and not on communication content. B. It requires the salesperson to not deviate from the strategy as designated by the method. C. It increases the number of performance appraisals done annually. D. It has a large number of subcategories, which may need to be used for customers that are difficult to label. E. It is costly to implement.

It bases the classifications on communication style and not on communication content.

Which of the following statements about cold calling as a method of prospecting is true? A. It is a relatively new technique. B. It requires a large amount of information about the prospect before making the initial contact. C. Most purchasing agents prefer cold calling as a method of prospecting. D. It can waste a lot of a salesperson's time. E. All of the above statements about cold calling are true.

It can waste a lot of a salesperson's time.

Which of the following is a benefit of the standard memorized sales presentation? A. It ensures that the salesperson will provide complete and accurate information about the company's products and policies. B. It is one of the most adaptive presentation techniques. C. The salesperson's ability to speak spontaneously is enhanced while using this type of presentation. D. It is based on a detailed analysis of an individual customer's situation and needs. E. It provides a high degree of flexibility to sales representatives because they need to keep the changing needs of customers in mind.

It ensures that the salesperson will provide complete and accurate information about the company's products and policies.

Which of the following statements about the standard memorized sales presentation is FALSE? A. It ensures that the salesperson will provide complete and accurate information about the company's products and policies. B. It is very effective in telemarketing. C. A salesperson who is a beginner can quickly gain confidence during such a presentation. D. It is based on a detailed analysis of an individual customer's situation and needs. E. It combines the best elements of the presentations used by a firm's best salespeople.

It is based on a detailed analysis of an individual customer's situation and needs.

Why is it important for salespeople to become skilled in obtaining prospect commitment? A. It increases the time spent with the buyer. B. It helps in selling products to the buyer who doesn't need it. C. It is intrinsically and extrinsically rewarding. D. It is easier to convince the buyer to do the seller a favor by buying the product. E. Skill in obtaining prospect commitment is important for all of the above reasons.

It is intrinsically and extrinsically rewarding.

Which of the following reasons best explains why "To reduce my dependency on a memorized sales presentation within the next six months" is not an effective personal development goal? A. It is extremely specific. B. It is not derived from previous goals. C. It has no impact on career goals. D. It is not challenging. E. It is not measurable.

It is not measurable.

Why is it usually advantageous to not place key issues of the negotiation at the very beginning of the agenda? A. It provides an opportunity to learn the other side's bargaining style and concession routines. B. It saves time as it becomes obvious that if agreement can't be reached on the smaller issues then there is no point in discussing the key issues. C. By conceding most of the smaller issues in the beginning, the selling team creates a moral "debt," which the buying team is likely to have to repay by conceding on the later, key issues. D. It allows the team setting the agenda to wear down the other side which will likely result in them agreeing to all the key issues proposed. E. It provides the sellers an advantage as the buyers lose interest toward the end of the session when the key issues are discussed.

It provides an opportunity to learn the other side's bargaining style and concession routines.

Which of the following statements about a standard memorized presentation is FALSE? A. It represents a highly inflexible type of presentation. B. It encourages salespeople to talk too much and listen too little. C. It discourages prospect participation during the presentation. D. It prevents the salesperson from discovering his or her prospects' actual needs. E. It requires the ability to speak extemporaneously during the presentation.

It requires the ability to speak extemporaneously during the presentation.

If Joe's Safety Supply Inc. quotes an FOB destination price to a factory buying five hazardous waste disposal units, it indicates that: A. Joe's Safety Supply will pay all freight charges. B. the factory will pay all freight charges. C. the factory will assume complete responsibility for the units once they leave the Joe's Safety Supply loading dock. D. Joe's Safety Supply and the factory will split all shipping charges. E. the factory will pay for any damage caused to the units while shipping.

Joe's Safety Supply will pay all freight charges.

When Lani meets new prospects for the first time, she opens by telling them that if they give her just 20 minutes, she can save them at least $100 dollars per year on their home insurance premiums. Unfortunately, her success rate of closing sales is only about 30 percent. Which of the following, if true, could explain her poor performance in closing deals? A. Lani spends an adequate amount of time and effort collecting precall information. B. Lani's prospects receive a comprehensive idea of the various features offered by her company. C. Lani routinely takes an hour or more to conclude her sales meetings satisfactorily. D. Lani is often seen to make adjustments to the sales situation to incorporate the needs of the prospect. E. Lani does a good job of highlighting the features, advantages, and benefits of her offer to all prospects she meets.

Lani is often seen to make adjustments to the sales situation to incorporate the needs of the prospect.

Which of the following is an example of reciprocity? A. Jack reveals a competitor's secret formula for a plastic hardening compound. B. Larry's Uniform Company agrees to buy Harry's landscaping services if Harry will rent its uniforms from Larry. C. A purchasing agent bribes the receptionist to get him an appointment with the company's CEO. D. In order to carry a line of profitable wind chimes, Scott's Hardware Store also has to carry a less profitable line of hose nozzles made by the same company. E. A group of kaolin (used in the whitening of paper) manufacturers agree to a price freeze.

Larry's Uniform Company agrees to buy Harry's landscaping services if Harry will rent its uniforms from Larry.

Which of the factors used to develop mutual trust between a buyer and a seller is the LEAST important? A. Dependability B. Honesty C. Likability D. Customer orientation E. Competence

Likability

ABC analysis would be of LEAST value to a salesperson selling: A. clothes to department stores. B. MRI equipment to hospitals. C. cereal to supermarkets and grocery stores. D. pharmaceuticals to drug store pharmacies. E. cosmetics to retail outlets.

MRI equipment to hospitals.

Which of the following statements about making sales calls is true? A. Days before holidays are seen as good days to call on customers. B. It is a good idea to avoid making sales calls on bad weather days when you and your samples are likely to be exposed to the elements. C. Bad weather increases competition and makes it difficult for salespeople to close deals. D. Making daily plans and developing efficient routes are important steps toward better time use. E. Days after holidays are seen as good days to call on customers.

Making daily plans and developing efficient routes are important steps toward better time use.

Which of the following is a desirable course of action when a salesperson finds out that a buyer will not be able to meet at the appointed time? A. Making use of the waiting time by completing other tasks B. Leaving the buyer's office immediately C. Trying to go over the barrier by directly meeting the buyer D. Asking the receptionist to immediately contact the buyer asking for an explanation E. Waiting for hours to meet the buyer

Making use of the waiting time by completing other tasks

Which of the following products would most likely be the hardest for a new salesperson to sell? A. Laptops for students B. Horse trailers C. Management consulting services D. Office supplies to existing customers E. Restaurant tablecloths

Management consulting services

Which of the following is the best example of a solo market exchange? A. Jimmy buys a new suit from a tailor who visits his office every quarter. B. Mariah purchases a box of cookies from a store while on vacation. C. Tommy buys the same brand of toothpaste because he likes the way it tastes. D. Sunil signs a service contract from a cleaning company. E. Fred purchases an apartment from his friend who owns a construction company.

Mariah purchases a box of cookies from a store while on vacation.

_____ systems are used to forecast sales, develop production schedules, and select delivery dates that minimize costs. A. Efficient consumer response B. Total quality management C. Supplier relationship management D. Zero-defect management E. Material requirements planning

Material requirements planning

Which of the following statements about strategic partnerships is true? A. Strategic partnerships are not found anywhere outside the United States. B. Members of strategic partnerships have a high level of dependence on and trust in each other. C. Strategic partnerships typically have a shorter time horizon than functional relationships. D. Strategic partnerships have lower levels of risk than functional relationships. E. The strategic partnership can best be described as competitive.

Members of strategic partnerships have a high level of dependence on and trust in each other.

Which of the following statements about the relationships between buyers and sellers is true? A. Both the buyer and the seller in a strategic partnership are primarily interested to pursue their own self-interests. B. Members of strategic partnerships make significant investments for the sake of the relationship. C. Market exchanges offer buyers and sellers very little flexibility but require a high level of investment. D. Concern for the other party is highest in a solo market exchange. E. Trust is lowest in a strategic partnership.

Members of strategic partnerships make significant investments for the sake of the relationship.

Flora is a chief supplier of flowers to retailers in Dallas. Haley, a salesperson at Flora, is planning to call on a supermarket chain that stocks flowers but does not buy its supplies from Flora yet. Why would Haley set multiple call objectives including the goals of getting the company to buy its Valentine package for $129 and convincing them to display Flora's samples in some of its stores for her first meeting itself? A. Multiple sales call objectives increase the fear of failure, which makes the salesperson try even harder. B. Multiple sales call objectives allow the salesperson to avoid focusing on any one sales call objective for too long. C. Multiple sales call objectives will force the salesperson to set his or her objectives too high. D. Multiple sales call objectives are usually self-correcting in case the call objectives set are too high or too low. E. There is no benefit inherent in multiple sales call objectives.

Multiple sales call objectives are usually self-correcting in case the call objectives set are too high or too low.

Jenkins is a new sales rep for Aber Technology. His company has developed a series of sophisticated programs in conjunction with another company. However, when he tries to implement these programs in a project he is handling, he learns that these assets cannot be easily transferred. Which of the following types of assets is Jenkins trying to use? A. In-kind services B. Market exchanges C. Functional resources D. Mutual investments E. Win-win trusts

Mutual investments

Which of the following refers to the bargaining process through which buyers and sellers resolve areas of conflict and arrive at agreements? A. Commercialization B. Attribution C. Crowdsourcing D. Brainstorming E. Negotiation

Negotiation

Which of the following tactics helps sellers deal with browbeating? A. Lowballing B. Negotiation jujitsu C. Good guy-bad guy routine D. Trial balloons E. Emotional outbursts

Negotiation jujitsu

In the context of the social style matrix, the best social style for a salesperson is that of a(n): A. driver. B. amiable. C. analytical. D. expressive. E. None of the above

None of the above

In which of the following buying situations is creeping commitment most likely to occur? A. The purchase of a replacement hydraulic motor for a forklift B. The purchase of a new goldfish to replace the dead one C. The purchase of the annual Christmas tree from Farmer Gregson D. The purchase of a case of paper towels for a service station E. None of the above

None of the above

Which of the following is recommended as a good way to deal with jitters when making a sales presentation? A. Realizing that professional salespeople do not get nervous B. Apologizing to the buyer for being nervous before the presentation C. Avoiding the use of visuals because they will distract the buyer during the presentation. D. Avoiding the use of any stress management techniques before the presentation because it will alert the prospect of the nervousness E. None of the above

None of the above

In which of the following scenarios is a transaction occurring without the buyer and seller having a relationship? A. Beverly purchases a pair of sandals from a retail sales clerk. B. Leon buys a vacuum cleaner from a door-to-door salesperson. C. Art acquires a new Volvo from a car dealership. D. Ursula hires a weekly diaper service. E. None of the above occurs without a buyer-seller relationship.

None of the above occurs without a buyer-seller relationship.

Which of the following statements about agendas for negotiations is mandatory? A. The selling team should always give the buying team responsibility for setting the agenda. B. So as not to waste time, the key issues should be listed first on the agenda. C. The buying team should never bring an agenda to the negotiation table. D. The agenda should never be negotiated by the buyer's team. E. None of the above statements about agendas for negotiations is mandatory.

None of the above statements about agendas for negotiations is mandatory.

In which of the following instances is the salesperson using the multiple-sense appeals approach? A. Rhonda uses a canned presentation to deliver a standardized talk about her firm's sanitation systems. B. William creates a customized sales presentation for a Webcasting session with an overseas client. C. Jason leaves behind some brochures of his company's modular kitchens at the client's office for circulation among members of the buying center. D. Norah uses a video to demonstrate the manner in which her company manufactures hospital goods that meet all quality control standards. E. John makes a joke during his presentation when he notices that the main member of the buying center is visibly bored.

Norah uses a video to demonstrate the manner in which her company manufactures hospital goods that meet all quality control standards.

Which of the following statements about prospecting is true? A. The value of all qualified leads is identical. B. Not all leads will qualify to be prospects. C. It is unethical to use friends or relatives as sources for leads. D. Personal observation cannot be used to find qualified leads. E. The process of qualifying leads usually results in an increase in the number of leads.

Not all leads will qualify to be prospects.

Which of the following statements is good advice for salespeople concerned about using proper facial expressions as nonverbal communicators? A. Nothing creates rapport like a smile. B. Refrain from blushing during the presentation. C. Try pointing fingers to add emphasis to statements. D. Facial reactions are typically easy to manage. E. Staring fixedly at customers is a great way to communicate confidence.

Nothing creates rapport like a smile.

_____ require a prospect to go beyond a simple yes/no response and share a great deal of useful information. A. Question openings B. Introduction openings C. Closed questions D. Double-barreled questions E. Open questions

Open questions

Which of the following is a method designed to get a prospect's attention and interest quickly and to make a smooth transition to the next part of the presentation? A. Opening B. Style flexing C. Probing D. Canvassing E. Seeding

Opening

There are three types of goals that a salesperson should set to achieve the highest possible levels of success. Which of the following types of goal should be set first? A. Transformation B. Consequence C. Activity D. Performance E. Conversion

Performance

Which of the following statements about positioning a change is true? A. Positioning a change is not at all similar to positioning a product in the mass market. B. Since the salesperson is acting as the change agent, any positioning of a change should take place in the purchasing department. C. Positioning a change is similar to positioning a product in mass marketing. D. Positioning a change is a reactive way of dealing with an initial turndown by the buying firm. E. Salespeople have a limited role in the process of positioning a proposed change.

Positioning a change is similar to positioning a product in mass marketing.

When a prospect asked how quickly replacement parts for the wood laminating machine could be delivered in the event of a part failure, the salesperson said, "Before we discuss replacement parts, let me explain to you how my company's machine reduces waste to a minimum and still produces beautiful laminations." What method for handling an objection was used in this example? A. Revisit method B. Compensation method C. Acknowledge method D. Boomerang method E. Postpone method

Postpone method

Which of the following statements about time management is true? A. Prime selling time depends on the buyer's industry. B. Prime selling time is the time a salesperson devotes to performing nonselling activities. C. The time of day when a buyer is most likely to be willing to see a salesperson is called the sales evaluating time. D. Successful salespeople know that once their daily plan is set, they should not deviate from it. E. Prime selling time is the same across most industries.

Prime selling time depends on the buyer's industry.

In the United States, which of the following body language signals is most positive? A. Prospect has arms and legs uncrossed. B. Prospect is leaning away from the salesperson. C. Prospect's left hand is clenched in a fist. D. Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact. E. Prospect is fidgeting.

Prospect has arms and legs uncrossed.

The need for risk reduction is one of the factors affecting the individual making the organizational buying decision. What can a salesperson do to help reduce the risk? A. Turn a straight rebuy situation into a modified rebuy situation B. Provide the buyer with product information from independent sources not connected with the company for which the salesperson works C. Send the buyer the complete portfolio of all collateral sales materials and follow it up with a phone call D. Make the buyer understand that every buy should be a new-task buy situation E. Persuade the buyer to not perform vendor analysis

Provide the buyer with product information from independent sources not connected with the company for which the salesperson works

In which of the following situations is the benefit summary method for obtaining commitment best used? A. Getting a reorder on latex gloves B. Purchase of a corporate jet that takes several meetings to hammer out all the details C. A customer placing an order for a particular dish at a restaurant D. Purchase of lobster to be served at a wedding feast E. None of the above

Purchase of a corporate jet that takes several meetings to hammer out all the details

Which of the following is an effective way in which a salesperson can overcome the reluctance to call? A. Engaging in analysis paralysis B. Focusing on memorizing the canned presentation C. Taking the failure to close a deal lightly D. Questioning the validity of the excuses made to avoid sales calls E. Keeping the worst-case scenario in mind in an attempt to motivate oneself

Questioning the validity of the excuses made to avoid sales calls

Which of the following should a salesperson do to minimize the impact of paperwork on his or her prime selling time? A. Let the paperwork accumulate B. Complete routine reports at the end of the month C. Realize that paperwork can increase their productivity D. Regularly set aside a day when he or she could be selling, to catch up on paperwork E. All of the above

Realize that paperwork can increase their productivity

The chief executive of Norell, an agency that supplies businesses with temporary workers, realizes that the health care industry necessitated temporary workers as much, if not more, than goods-oriented businesses. Which of the following stages of the buying process does this illustrate? A. Preparation of the salesperson's presentation B. Evaluation of alternatives C. Development of specifications D. Recognition of a need E. Evaluation of the result of sales calls

Recognition of a need

As Shirley responded to the personnel director's concerns about changing to the health care plan her firm offered, she said, "I can see why you feel that way. We do have a lot of forms to fill out. Others felt the same way, but they found that it is not nearly as cumbersome as they expected. Here's a letter from . . . ." Which method is Shirley using to respond to this objection? A. Compensation B. Revisit C. Indirect denial D. Direct denial E. Referral

Referral

When the club pro says, "I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings," the Taylor salesperson responds, "I understand how you feel about this club. Another buyer felt the same way as you do until he tried the club for a month. He found the club easy to use and one that actually improved his average score." Which method of dealing with objections is the Taylor salesperson using? A. Compensation B. Indirect denial C. Submissive D. Referral E. Direct denial

Referral

Which of the following statements about training systems for developing adaptive selling skills is true? A. All alternatives to the social style matrix rely on the same dimensions. B. Computers cannot be used to develop adaptive selling skills. C. There is no other method available besides the social style matrix for developing adaptive selling skills. D. All a person needs to successfully use adaptive selling is to understand the social style matrix. E. Regardless of the training system used, it is imperative that salespeople adjust to their audience.

Regardless of the training system used, it is imperative that salespeople adjust to their audience.

Which of the following statements about response time is true? A. Response time is the time between when the salesperson sends a message and the prospect responds to it. B. E-mail messages have a greater degree of interactivity and thus faster response time than telephone conversations. C. A salesperson should use fax rather than telephone communications because it has a shorter response time. D. Because of nonverbal communications, face-to-face communications have the slowest response time of all communications methods. E. Response time is the time when the prospect is most receptive of the sales message due to the absence of noise.

Response time is the time between when the salesperson sends a message and the prospect responds to it.

Which of the following statements about sales call objectives is true? A. Sales call objectives should always be expressed in monetary terms. B. Sales call objectives are unnecessary for missionary salespeople. C. Sales call objectives are unnecessary when the sales rep is cold calling. D. Sales call objectives should be limited to one objective per sales call. E. Sales call objectives are based on strategic decisions about an account.

Sales call objectives are based on strategic decisions about an account.

Which of the following statements is true of obtaining commitment from a buyer? A. Even without a buyer's commitment, a sale can take place. B. Obtaining commitment deals only with securing an order. C. The process of obtaining commitment occurs only toward the end of any sales call. D. If obtaining commitment fails for any reason, the salesperson should argue or show his disappointment to the prospect. E. Salespeople gain commitment repeatedly, for instance, when checking to see whether the customer's entire needs have been identified.

Salespeople gain commitment repeatedly, for instance, when checking to see whether the customer's entire needs have been identified.

Which of the following statements about the commitment stage of partnership development is FALSE? A. Commitment to the relationship must permeate both the buying and the selling organizations. B. The seller must take a proactive communication stance. C. The corporate cultures of the two organizations must be compatible. D. Salespeople must discourage direct communication among similar functional areas of the two firms. E. There is an implied or stated pledge to continue the relationship.

Salespeople must discourage direct communication among similar functional areas of the two firms.

Which of the following statements about objections is FALSE? A. Objections present sales opportunities. B. Prospects who object indicate that they are showing some interest in the seller's presentation. C. Salespeople should encourage buyers to voice their concerns or questions. D. Salespeople should take every buyer's objections personally. E. Real objections are logical to the prospect, no matter how they seem to the sales rep.

Salespeople should take every buyer's objections personally.

Which of the following statements about the use of computers by salespeople is true? A. Salespeople use collateral management systems to archive, catalog, and retrieve digital media and text. B. Computers are generally not able to offer excellent visuals and graphics. C. It is difficult to perform what-if analyses on computers. D. A computer can store only a small amount of information. E. Information in computers is more difficult to retrieve than in larger computers.

Salespeople use collateral management systems to archive, catalog, and retrieve digital media and text.

Brandi, a sales trainee, watched as her sales supervisor chatted with a prospect's secretary in a very friendly manner. Brandi felt that such behavior was inappropriate in a business situation and she did not understand why her supervisor was asking the secretary about what sports the prospect follows closely. Brandi is unable to understand her supervisor's actions. Which of the following statements would help her understand the functional value of such interactions in a sales situation? A. Brandi's supervisor has found a meaningless way to pass the time while waiting for the appointment. B. The prospect will see Brandi and her supervisor more quickly if they prevent the secretary from getting any work done. C. Secretaries are a rich source of information about a prospect and are important for successful sales calls. D. Salespeople should talk to secretaries in order to appear to be working. E. Secretaries are poor sources of information about the prospect.

Secretaries are a rich source of information about a prospect and are important for successful sales calls.

Which of the following would be the LEAST useful source of information about a prospect for a new salesperson? A. Secretaries in the salesperson's firm B. Other noncompeting salespeople C. The prospect's Web page D. The salesperson's company database E. The prospect's competitors

Secretaries in the salesperson's firm

Which of the following is a guideline for the proper use of visual aids? A. Selecting a few visual aids from a portfolio for each presentation B. Looking at the visual aids throughout the presentation C. Placing a portfolio with the visual aids between the salesperson and the customer D. Using all the visuals in a portfolio for every presentation E. Using detailed videos that outline a product's features in about half an hour

Selecting a few visual aids from a portfolio for each presentation

Kendall is the new owner of a catering company. She receives an invoice for a new walk-in refrigerator which mentions "2/10, n/30." Which of the following statements best explains this? A. She can earn a ten percent discount if she pays within two days of receiving the bill; otherwise it is due at the end of the month. B. She can earn a twenty percent discount if she pays within ten days of receiving the bill; otherwise it is due at the end of the month. C. She can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days. D. She can earn a thirty percent discount if she pays within two days of receiving the bill, or a ten percent discount if she pays by the end of the month. E. She can earn a ten percent discount if she pays within two days of receiving the bill; she will pay a ten percent penalty if it is not paid within thirty days.

She can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days.

What should the salesperson NOT do if he or she fails to obtain commitment from a prospect? A. Show honest disappointment B. Make plans to keep in contact with the prospect C. Leave something behind with his or her company's name, logo, phone number and/or website imprinted on it D. Thank the prospect for his or her time E. Ask the prospect for permission to send him or her product literature mailings

Show honest disappointment

_____ is the use of Web tools that allow users to share content, interact, and develop communities around similar interests. A. Electronic speaking-listening differential B. Decoding C. Word picturing D. Social networking E. International communication

Social networking

As Azi traveled across the state of Tennessee, he stopped and bought gas, a bottle of soda, and a bag of corn chips at a small store that he will probably never visit again. What type of transaction did Azi engage in when he made these purchases? A. Solo exchange B. Functional relationship C. Straight rebuy exchange D. Partnering relationship E. Modified rebuy exchange

Solo exchange

In which of the following types of salesperson-customer relationships will the time horizon be the shortest? A. Solo market transaction B. Functional relationship C. New task buy D. Partnering relationship E. Modified rebuy exchange

Solo market transaction

A real estate agent told a prospective home buyer, "You seem to really like that last house we looked at, which is why I am informing you that one of the other agents in our office is scheduled to bring another couple out to take a second look at it this afternoon. I think you better go ahead and make an offer on it before it's too late." Which of the following traditional closing methods does the real estate agent appear to be using? A. Emotional B. Minor point C. Direct action D. Standing-room-only E. Assumptive

Standing-room-only

Corning's Ceramics is a company that produces ceramic parts. Since the company reached an agreement with a cardboard box manufacturer, it has saved about $10 million in packaging costs. Additionally, the box manufacturer has also enjoyed a three-fold rise in sales. Which of the following types of relationships do these two firms have? A. Strategic partnership B. Functional relationship C. Solo market transaction D. Relational partnership E. Competitive relationship

Strategic partnership

_____ are created for the purpose of uncovering and exploiting joint opportunities. A. Tactical relationships B. Functional relationships C. Solo market transactions D. Strategic partnerships E. Relational partnerships

Strategic partnerships

Clara has to meet Sandy, her prospect, for a business presentation. Sandy suggests that they meet at a café near her office. As soon as the meeting begins, the café gets very crowded and noisy. They are unable to concentrate on their discussion. Which of the following should Clara do in order to prevent a communication breakdown with the prospect? A. Continue with the presentation at the café as it has been suggested by the prospect B. Suggest to the prospect that they move to a quieter place C. Speak loudly so that her voice can be heard D. Focus on the use of nonverbal communication to make her presentation E. None of the above

Suggest to the prospect that they move to a quieter place

Sunil was illustrating the ease with which his company's newly designed lawnmower can be operated. However, during the presentation, the lawnmower stopped working. What is the most appropriate way for Sunil to handle this situation? A. Sunil should blame the production division of his company for this failure. B. Sunil should try to convince the buyer that the lawnmower rarely fails. C. Sunil should use humor and accept that such mistakes do happen. D. Sunil should gain the buyer's sympathy by describing how badly he needs to close the deal with the prospect. E. Sunil should end the sales presentation and start afresh by taking another appointment.

Sunil should use humor and accept that such mistakes do happen.

_____ is a strategy by which organizational buyers evaluate the relative importance of suppliers and use that information to determine with whom they want to develop partnerships. A. Customer relationship management B. Total quality management C. Just-in-time inventory control D. Supplier relationship management E. Efficient consumer response system

Supplier relationship management

Which of the following statements about testimonials is true? A. Progressive sales organizations rarely use testimonials. B. To be valid, testimonials must be sworn before a notary in public. C. Testimonials should be used only if they help to address a buyer's needs or concerns. D. The most effective testimonials are generic, which makes them usable with more types of customers. E. None of the above.

Testimonials should be used only if they help to address a buyer's needs or concerns.

Which of the following statements about a material requirements planning (MRP) system is true? A. The MRP system can be used to forecast sales. B. An MRP system cannot be used in JIT programs. C. The MRP system is most often used to uncover needs or problem areas within an organization's various functional departments. D. AN MRP system cannot be used to develop a production schedule or to reduce costs. E. None of the above.

The MRP system can be used to forecast sales.

To develop the close coordination needed for just-in-time (JIT) inventory control systems, manufacturers tend to rely on one supplier. Based on which criterion is the supplier selected? A. Lowest item-by-item cost B. The ability to be flexible C. Product quality D. Size of operation E. Lowest overall cost

The ability to be flexible

If Betty agrees to purchase a new CT scan device for her hospital under the terms FOB origin, which of the following is most likely to happen? A. The device will be loaded, shipped, and installed for free by the company selling it. B. The device will be loaded onto transportation but after that it is Betty's responsibility. C. The company will ship the device for free but not install it. D. The company will install the device for free and charge for shipping. E. Betty will pay half of the shipping and installation price.

The device will be loaded onto transportation but after that it is Betty's responsibility.

Which of the following statements about the follow-up a salesperson performs after a sale is true? A. The nature of the follow-up should reflect the needs of the buying center member being contacted. B. Personal follow-up visits should be avoided because they are expensive and tend to accomplish little. C. Salespeople should follow-up with only those members of the buying center who are directly involved in the use of the product. D. Salespeople should ideally follow the 3-by-3 strategy to make all their follow-up calls. E. Telephone calls are seen as intrusive and must be avoided as a follow-up communication channel.

The nature of the follow-up should reflect the needs of the buying center member being contacted.

Which of the following statements about sales call objectives is FALSE? A. The primary objective of every sales call is to make a sale. B. An objective should be established for every sales call. C. Sales call objectives should be specific. D. Sales call objectives should be measurable. E. Sales call objectives should be aimed at customer action.

The primary objective of every sales call is to make a sale.

Which of the following statements about functional relationships is true? A. The sole benefit of functional relationships is short-term profit. B. Functional relationships are a type of partnering relationships. C. The relationship between a buyer and a salesperson in a functional relationship is described as cooperative. D. The typical time horizon in a functional relationship is short term because previous purchases do not exert a significant impact on the next purchase. E. All of the above.

The relationship between a buyer and a salesperson in a functional relationship is described as cooperative.

Which of the following statements is true about the probing method of obtaining commitment? A. The salesperson should never begin by asking directly for a commitment. B. The rep should ask a series of questions designed to discover the reason for hesitation. C. This method is especially effective with Japanese and Arab business prospects. D. The salesperson should avoid all attempts to resolve the issues concerning the prospect. E. After successfully dealing with the prospect's concerns, the sales rep should avoid a follow-up and let the prospect think over what has just been said.

The rep should ask a series of questions designed to discover the reason for hesitation.

_____ classifies accounts on the basis of the company's competitive position with an account along with the account's sales potential. A. ABC analysis B. Product differentiation C. Cloverleaf analysis D. The sales call allocation grid E. Market basket analysis

The sales call allocation grid

Tom, an experienced salesperson for road construction equipment, has been hired as the sales representative for Caterpillar Tractor Corporation in the state of Ohio. Tom is aware that his company makes products of high quality but is fairly new in the market. Which of the following objectives for Tom's first sales call on Faulkner Paving, a key prospect, meets the criteria of being realistic? A. To get an appointment for a second call B. To persuade Faulkner to switch to Caterpillar's equipment next season C. To convince Faulkner to buy one of Caterpillar's large bulldozers for a trial run D. To get Faulkner to watch a two-hour videotape that shows the superiority of the construction of Caterpillar's products E. All of the above

To get an appointment for a second call

Which of the following is the best example of a performance goal? A. To increase the number of cold calls from 10 per month to 12 per month B. To make more sales calls using the telephone C. To increase the amount of sales revenue by 10 percent D. To increase the number of sales made relative to the number of sales calls made E. To increase the number of customer accounts relative to the number of cold calls made

To increase the amount of sales revenue by 10 percent

Kerry, a sales representative from Spitz Inc., has a lead on a potential customer for her company's line of vacuum cleaners. She calls the prospect's firm and speaks to the secretary. What should be the primary goal of this call? A. To make an appointment with the prospect B. To finalize the sale of the vacuum cleaners C. To make Spitz the sole supplier of vacuum cleaners to the prospect D. To engage in the practice of seeding E. To compromise the credibility of competing salespeople

To make an appointment with the prospect

Which of the following statements about a buyer's attention and understanding is FALSE? A. Vividly communicated features help buyers remember a seller's claims. B. Salespeople should use humor to gain a prospect's attention during a presentation. C. To strengthen impact, appeals should focus on only one of a prospect's five senses. D. A buyer's attention span is affected by his or her personality. E. Many buyers have difficulty forming clear images from a written or spoken word.

To strengthen impact, appeals should focus on only one of a prospect's five senses.

During a sales presentation, why would a salesperson repeat word for word the negative comment a customer made about his product's service contract? A. To engage in passive listening B. To provide feedback to the customer C. To avoid having any lulls in the conversation D. To verify that he decoded the customer's message correctly E. To summarize the customer's concerns

To verify that he decoded the customer's message correctly

Marvin is an inexperienced sales rep for a manufacturer of kitchen appliances. He requests you to advise him on handling an expense account ethically. What should you tell him? A. The company expects you to fudge on some costs; just don't get caught. B. The company pays you a low salary because it expects you to pad your expenses, and you would be foolish not to. C. Don't worry about keeping records; make up some amounts that seem reasonable. D. Use your expense account as if you were spending your own money. E. Stay at the best hotels and eat at the best restaurants because you do not have to pay for it.

Use your expense account as if you were spending your own money.

Which of the following is the best example of an open question? A. Do you want your order to be delivered in the morning or in the afternoon? B. Will you be buying three or four boxes of these customized candles? C. Will you be paying cash or charging these items to your account? D. Why do you consider June to be your most productive month? E. Do you have a method to display the Christmas ornaments?

Why do you consider June to be your most productive month?

_____ is dividing a territory into specific areas, based on ease of travel and concentration of customers, in order to minimize travel time. A. Batching B. Assembling C. Combining D. Routing E. Zoning

Zoning

Typically, the best place to hold a negotiation is at: A. the buyer's office. B. a neutral site. C. both the buyer's office and the seller's office, alternatively. D. the seller's office. E. the seller's factory.

a neutral site.

Using the life-cycle costing approach, salespeople can demonstrate that: A. a product in the decline stage of its product life cycle will have little, if any, service. B. a product with a higher initial cost will have lower overall costs. C. operational costs do not change over the life time of capital equipment. D. a product in the introductory stage of its product life cycle will have more problems than one in a later stage. E. operational costs actually decrease over the life time of capital equipment due to increased familiarity.

a product with a higher initial cost will have lower overall costs.

When preparing for an initial sales call, social networking sites can be a valuable source of information about _____. A. a prospect's interests and background B. corporate ethics policies of a company C. current demographic trends in the industry D. prices competitors charge currently E. inventory allowances

a prospect's interests and background

While the installers were laying tiles in the restaurant's newly refurbished restrooms, the buyer calmly tells the seller, "We need to renegotiate the price of these tiles. I have learned that you charge a 50 percent markup, and as a small business owner, I find that unacceptable." In this scenario, the buyer uses: A. browbeating. B. a sneak attack. C. a flanking maneuver. D. trial balloons. E. a red herring tactic.

a sneak attack.

Vince, a part-time caterer, negotiates a catering contract with Kevin for the annual corporate Memorial Day picnic. Vince does not want to concede to Kevin's demands for unlimited seconds on fried chicken without any increase in what the company pays. However, he accepts the contract without any counter-balancing concession from Kevin. Vince resolves the conflict in the negotiation in a(n) _____ mode. A. competing B. collaborating C. contending D. accommodating E. compromising

accommodating

At times a buyer voices opinion or concern more to vent frustration than anything else. When this occurs, the best strategy to use would be the _____ method. A. direct denial B. acknowledge C. postpone D. referral E. compensation

acknowledge

Dana sells a particular brand of ionomer resins, which are used in the packaging of meats. As she was making her sales presentation to the purchasing agent for a meat distributor, he said, "I sure do wish people would get over this idea that they only have to eat chicken. Good beef is getting harder and harder to find." Dana continued, "I enjoy a good steak myself." She paused briefly and then asked, "But, did you know that this brand can cut your packaging rejects in half?" In this scenario, Dana was using the _____ method to respond to this objection. A. direct denial B. acknowledge C. postpone D. referral E. compensation

acknowledge

Jennifer walks in to her customer's office, and immediately the customer begins talking about his problems both at work and at home. Jennifer had a sales presentation prepared for the customer but, instead listens quietly, asking questions where appropriate and offering support when appropriate. Jennifer is practicing: A. paraphrasing the customer. B. active listening. C. the body language agreement method. D. the tolerating silence presentation format. E. the low-context-high-context differential.

active listening.

Tayler pays careful attention to what Jack (her prospect) is saying and sorts out relevant facts from all the statements. With eye contact and nods of her head, she tells Jack that she's interested in what Jack is saying. Tayler is engaged in: A. focused learning. B. presentation protocol. C. active listening. D. dynamic hearing. E. passive listening.

active listening.

A goal to increase the number of sales calls made in one day from eight to nine is an example of a(n) _____ goal. A. performance B. consequence C. activity D. transformation E. conversion

activity

Behavioral objectives such as increasing the number of demonstrations performed are also called _____ goals. A. transformation B. conformance C. activity D. performance E. conversion

activity

Dmitri believes he can increase his income by 10 percent if he makes two more sales calls per week. His goal to increase the number of calls he makes is an example of a(n) _____ goal. A. transformation B. consequence C. activity D. performance E. conversion

activity

Performance and conversion goals are the basis for _____ goals. A. activity B. transformation C. consequence D. terminal E. collaborative

activity

Tracy's company expects her to give no less than three demonstrations per work day. This is an example of a(n) _____ goal. A. transformation B. consequence C. activity D. performance E. conversion

activity

When Tony sells his company's line of labor-saving kitchen appliances to Tom King, the owner of Tom's Chinese Delights—a small but popular diner—he carries a few samples with him and demonstrates how swiftly one can chop, slice, or grate vegetables and fruits using his product. When Tony sells the same product to Franklin Towers—a luxury hotel—he shows its managers a list of other highly reputed hotels that already use his line of kitchen appliances. This ability to vary his sales presentation indicates that Tony is practicing _____ selling. A. reactive B. fixed C. outlined D. adaptive E. methodological

adaptive

Ernie wants Harry's car for a weekend. To persuade Harry to let him take the car, Ernie prepares to offer to clean Harry's apartment for three weeks. If he still disagrees, Ernie plans to offer him $35. If this does not work, then Ernie decides he would let Harry stay in his apartment for two weeks. Ernie is engaging in: A. flexible implementation. B. agenda determination. C. adjustable implementation. D. triple bypass preparation. E. adaptive planning.

adaptive planning.

Luisa has been in sales for about three years. In that time, she has learned that different sales presentations are necessary for different customers. In fact, she often changes her presentation during her sales calls depending upon the nature of the selling situation she encounters. Luisa is using: A. generalized selling strategies. B. referral opening. C. adaptive selling. D. seeding. E. standardized sales strategies.

adaptive selling.

"I don't understand why you're afraid to commit to this new ad program," said Barry, sales representative of a popular radio station to the marketing manager of a large retail store. "Our radio station is offering you a chance to be heard around the clock and all over town. If you sign today, we can have your ads on air starting the day after tomorrow. No other radio station offers such extensive advertising services. So, would you prefer your ads being broadcast every 60 minutes or every 30 minutes?" In this scenario, Barry would be classified as a(n) _____ salesperson. A. aggressive B. empathetic C. unassertive D. passive E. submissive

aggressive

Material requirements planning (MRP) systems: A. are an important element in JIT programs. B. can be used to forecast sales. C. can be used to develop production schedules. D. minimize costs by scheduling delivery dates that minimize the amount of inventory needed. E. all of the above

all of the above

When using life-cycle costing as one of the criteria for evaluating and selecting a supplier for a new oil well drilling platform, a purchasing agent should look at: A. the initial cost of the platform. B. the estimated maintenance cost for the platform over a ten-year period. C. how soon the platform will need to be replaced. D. the cost of installing the platform at a drilling site. E. all of the above

all of the above

While holding formal negotiations with Target department store, Frito-Lay representatives can negotiate: A. the location of point-of-purchase displays of Frito-Lay products. B. delivery schedules. C. how frequently the snacks would be restocked on store shelves. D. what would be done with the packs that cross the expiry date. E. all of the above

all of the above

Baxter Healthcare is a leading supplier of hospital products. It has entered into a strategic partnership with many of the hospitals it serves. Baxter supplies them with one-day delivery service of quality products and inventory management assistance. In return, the hospitals give Baxter all of their business. The foundation of their relationships is trust, which is based on: A. Baxter's perceived dependability. B. Baxter's ability to supply quality products on a one-day notice. C. the concern of both parties for each other's needs. D. Baxter's inventory management expertise. E. all of the above.

all of the above.

Corporate culture: A. shapes the attitudes of employees. B. reflects the values and beliefs held by senior management. C. influences the development of programs and policies. D. determines how employees act. E. all of the above.

all of the above.

To improve the likelihood of reorders, a salesperson can: A. be present at the time of the purchase. B. make sure the customer has access to his or her company's catalogs. C. provide the customer with various specialty advertising items which contain the selling firm's name, logo, and Web site. D. provide the customer with periodic maintenance and repair on his or her purchase. E. all of the above.

all of the above.

When salespeople communicate in a high-technology environment, they should: A. never deliver bad news via e-mail. B. avoid "techno overkill." C. make sure the communication is meaningful. D. customize their messages. E. all of the above.

all of the above.

Marissa is trying to improve her self-management techniques. She has no trouble setting goals, but the next immediate step in the self-management process, that is, _____, seems to always cause her problems. A. conducting a productivity analysis B. implementing a time management strategy C. allocating resources to meet her goals D. completing her paperwork on time E. evaluating her own performance

allocating resources to meet her goals

Jackson likes his major parts supplier for his automobile repair business but always buys some of the parts from another competitor. Jackson is using a(n) _____ strategy. A. value loyalty B. always a share C. supplier devotion D. straight rebuy E. tying agreement

always a share

For the last two weeks, Jake, a newly-hired sales trainee, has been working with you as you make sales calls and carry out the responsibilities associated with managing your territory. During this time, you have found him to be consistently dependable, supportive, and personable, but at times he has struck you as somewhat undisciplined. Based on your knowledge of the social style matrix, you would classify Jake as a(n): A. leader. B. expressive. C. driver. D. analytical. E. amiable.

amiable.

Each quadrant of the social style matrix defines a different type of personality. People who are low on assertiveness and high on responsiveness are called: A. drivers. B. expressives. C. amiables. D. analyticals. E. gatekeepers.

amiables.

Proposals that a buyer receives as a result of issuing an RFP should include: A. a positioning map. B. a postscript. C. an index. D. an executive summary. E. all of the above.

an executive summary.

A salesperson who is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing _____. A. research myopia B. analysis paralysis C. cognitive dissonance D. data blindness E. customer reticence

analysis paralysis

"With your gardening background, Ms. Black, I am sure you can see the time and energy you would save by investing in this new self-propelled tiller. Because you can grow an even bigger vegetable garden with the same energy, and have more vegetables to sell, you will be able to easily repay the initial investment after the first year, even when we factor in an assumed rate of interest of 12.5 percent." Based on the details provided by the salesperson's presentation here, Ms. Black most likely belongs to the category of _____ in the social style matrix. A. drivers B. expressives C. amiables D. analyticals E. avoiders

analyticals

Before going into a prospect's office, the secretary advised the new salesperson that her boss likes facts and figures and is suspicious of anyone who tries to establish a personal relationship with him. With the secretary's description, the salesperson would most likely conclude that the prospect falls under the category of: A. drivers. B. expressives. C. amiables. D. analyticals. E. avoiders.

analyticals.

Moira and Mariah are sisters. Both of them are risk avoiders. They speak slowly and softly in a monotone voice, exhibit deliberate and stiff movements, and use few gestures. Both of them dislike people who tend to be slow, late, and inconsistent. They don't like the idea of dressing casually to work, and they appreciate lectures that include lots of facts and figures. According to the social style matrix, Moira and Mariah would be classified as: A. analyticals. B. drivers. C. expressives. D. amiables. E. amicables.

analyticals.

A lead management system is used to: A. generate leads for a blitz. B. generate leads from already existing customers only. C. analyze the relative value of each lead. D. create an endless-chain for referrals. E. exclusively target customers for telemarketing campaigns.

analyze the relative value of each lead.

Violet is developing a supplier relationship management strategy (SRM) for her company. The first step she will take is to determine the _____ with each vendor. A. efficient consumer response procedure B. electronic data interchange protocol C. gatekeeper structure D. annual spend E. material requirements

annual spend

If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time, the salesperson should: A. answer the objection. B. repeat the request for permission to postpone the objection. C. directly refuse and continue with the original presentation plan. D. attempt to change the subject. E. ask to reschedule the appointment to a better time.

answer the objection.

If the terms of the contract specify FOB (free on board) destination, then: A. any loss or damage incurred during transportation is the responsibility of the seller. B. the buyer is responsible for any loss during transportation. C. the buyer assumes the responsibility and risk for the merchandise as soon it leaves the factory. D. the buyer gets the title to the goods as soon as the invoice is made by the seller. E. the goods are being sold on consignment.

any loss or damage incurred during transportation is the responsibility of the seller.

Teresa notices her customer shifting position in his chair. Teresa concludes that her customer: A. is ready to end the interview. B. wants to place an order. C. strongly agrees with what she has said. D. strongly disagrees with what she has said. E. any of the above.

any of the above.

Statutory laws: A. include regulations developed by the Federal Trade Commission. B. grow out of court decisions. C. include regulations developed by the Better Business Bureau. D. are based on legislation passed either by state legislatures or by Congress. E. are established by local, state, and federal regulatory agencies.

are based on legislation passed either by state legislatures or by Congress.

Manufacturers' agents: A. actually take ownership of the products they sell. B. are independent businesspeople. C. are paid a monthly fee for their services. D. typically call on people who may influence a sale and not those who actually place the order. E. are accurately described by all of the above.

are independent businesspeople.

Compared to consumer purchase decisions, organizational purchase decisions: A. are more complex. B. involve fewer people. C. seldom require negotiations. D. require less coordination. E. take a shorter period of time.

are more complex.

Dawn walks into a customer's office with her sales presentation planned and immediately recognizes that the customer is upset about something. In this situation, Dawn should: A. maintain a happy and cheerful demeanor. B. sit down immediately to start with the presentation. C. ask if she should come back some other time for the meeting. D. say something funny in an attempt to lighten up the customer's mood. E. do all of the above.

ask if she should come back some other time for the meeting.

Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who: A. asked Joe if there were any financial benefits to buying the furniture. B. sat quietly through the entire presentation. C. spent time during the presentation looking at the fabric samples Joe had brought and did not ask questions. D. stared out the window during the entire presentation. E. kept answering calls on his phone during the presentation.

asked Joe if there were any financial benefits to buying the furniture.

Andrea is a technical assistant for a computer company. After listening to a customer, she asks, "What is it the software will not do?" Andrea is practicing the active listening skill of: A. summarizing to provide an overview of what has been said. B. listening to the customer's words from the customer's point of view. C. asking questions to gain a more complete understanding of what the customer is trying to communicate. D. tolerating silence to give the customer time to think. E. none of the above.

asking questions to gain a more complete understanding of what the customer is trying to communicate.

Rather than aggressively creating new needs in customers through persuasion, _____ salespeople prospect for customers who truly need their products. A. impersonal B. apathetic C. submissive D. assertive E. introversive

assertive

The two critical dimensions used to understand social behavior under the social style matrix are: A. assertiveness and responsiveness. B. passiveness and aggressiveness. C. positive and negative. D. aural and verbal. E. domestic and international.

assertiveness and responsiveness.

Rock-Tenn Corporation continually receives data on production schedules from its customers. It uses the information to determine the quantity of boxes to ship to the manufacturers. Rock-Tenn has established a(n) _____ relationship with the customers. A. creeping commitment B. tying agreement C. reciprocal D. automatic replenishment E. life-cycle costing

automatic replenishment

Jane doesn't like conflict. In a negotiation, she rarely objects to what the other side proposes, and she seldom agrees to anything. She acts like she does not want to be involved in the negotiation at all. Jane is most likely to resolve conflict in negotiation in a(n) _____ mode. A. competing B. accommodating C. avoiding D. collaborating E. compromising

avoiding

Salespeople engage in _____ when they ignore a purchasing agent's (PA) policy against contacting other employees without the PA's permission, and directly contact other people involved in the purchasing decision. A. backdoor selling B. expanded prospecting C. sales prospecting D. hustling E. bypass selling

backdoor selling

Calvin sells hospital supplies. When his company did not make it to the approved list of suppliers developed during a vendor analysis by a chain of nursing homes, he went against the purchasing department's policy and contacted nurses and other staff directly to persuade them to get the purchasing department to place his company on its approved list of suppliers. Calvin engaged in: A. backdoor selling. B. expanded prospecting. C. sales prospecting. D. a lateral attack. E. bypass selling.

backdoor selling.

As Rhonda discussed Sean's upcoming vacation plans with him, she said, "I know it is a big decision for you, and you want to be sure that the Great America Adventure Tour that you have opted for is the right decision for you. Why don't we list the pros and cons? On the positive side, the tour will allow you to see a totally different area of the country. Now, what do you see on the negative side?" This is a partial example of the _____ method of obtaining commitment. A. balance sheet B. probing C. assumptive D. emotional close E. benefit-in-reserve

balance sheet

As Betty progresses through her sales presentation, she notices that the customer begins to blink his eyes rapidly, almost once per second. Betty: A. becomes excited since that is a sign of interest by the customer. B. becomes concerned because that is a sign the customer is stressed. C. becomes excited because it indicates the customer is ready to close the deal. D. becomes concerned because it indicates the customer is bored. E. all of the above.

becomes concerned because that is a sign the customer is stressed.

The management at Splash, a major beverage company, knows that approximately 40 percent of its consumers always buy Splash products without considering alternative drinks or the prices of their products. For Splash, such consumers can be characterized as _____ loyal. A. selectively B. behaviorally C. partially D. relatively E. strategically

behaviorally

Betty follows a strict schedule. She checks her e-mail at 6 a.m., returns messages and telephone calls from customers by 8 a.m., meets with customers during the day, and processes sales at home in the evening. She diverts questions related to the products' features to her colleague, Sandra. Betty displays the characteristic of successful salespeople of: A. flexibility. B. being a self-starter. C. product knowledge. D. adjusting her presentations to her customers as individuals. E. none of the above.

being a self-starter.

Karen knew that the best salesperson in her company had a sales conversion ratio of 75 percent while hers was only 55 percent. Since one of Karen's goals is to improve her conversion ratio, she could use _____ and compare what she was doing with what the best salesperson in the company was doing, to identify ways to improve her sales conversion rate. A. benchmarking B. crowdsourcing C. market analysis D. groupthinking E. social loafing

benchmarking

A(n) _____ is how a specific feature will help a particular buyer and is tied directly to the buying motives of a prospect. A. agreement B. need C. benefit D. characteristic E. highlight

benefit

Buyer's comments are often the best indication that he or she is considering commitment. When the buyer says, "This is a great product you're selling. I don't know why someone didn't come up with this idea years ago," the salesperson should categorize this statement as a _____ statement. A. closing B. buffer C. benefit D. direct-request E. synergistic

benefit

As Rick attempted to obtain commitment from his prospect, he said, "You stated in your previous visit that you were looking for a product that would be low cost, yet also provide long life. As I've mentioned in our previous presentations, our product has the lowest price in its class. And, according to industry reports, our product lasts 20 percent longer than our major competitors." This is an example of the: A. balance sheet method. B. direct request method. C. assumptive close method. D. benefit summary method. E. alternative choice method.

benefit summary method.

A salesperson for refrigerant leak monitors began her presentation to the Kroger buying agent as follows: "Our system will prevent your employees from being exposed to dangerous CFC emissions." At that point in her sales presentation, she was describing a(n): A. skill. B. attribute. C. benefit. D. feature. E. need.

benefit.

Howard, a salesperson for Kemco Sanitation Systems, told a purchasing agent, "Our new system can save your company $60,000 annually in energy, chemicals, and water use compared to the type of sanitation system you're using now." Howard's statement reflects _____ in this scenario. A. problems B. needs C. attributes D. features E. benefits

benefits

Legal Eagle Software has developed a program that will save attorneys a lot of time in their research for precedents in product injury liability cases. The marketing director of the company believes that the software is so significant that some attorneys will change their specialties when they discover its availability. Therefore, all six of the salespeople in this region have been brought to Franklin County for two days, where they will attempt to call on every lawyer within a one mile radius of the county court house. This type of cold canvassing is called a _____. A. referral event B. distress sale C. blitz D. social media campaign E. sales funnel

blitz

During a negotiation, the buyer says, "I would like to do business with your landscaping firm, but companies in your industry don't tend to last more than a couple of years. I heard a rumor that your partner was thinking of selling out his share of this business and starting his own. You must be difficult to work with. Maybe, I should wait." In this scenario, the buyer is: A. using a budget bogey. B. lowballing. C. using the good guy-bad guy technique. D. browbeating. E. nibbling.

browbeating.

After two weeks of looking and comparing alternatives, Julie finally bought an iMac computer. The days following the purchase, she kept pondering if she should have purchased a different brand. In this scenario, Julie is experiencing _____. A. postpurchase jitters B. compromise complication C. buyer's remorse D. commitment insecurity E. conspicuous consumption

buyer's remorse

Annette's nonverbal behavior suggests that she is willing to purchase products from Cadmia Nursery Company. These nonverbal cues can also be called: A. closing flags. B. buying signals. C. closing links. D. benefit openings. E. purchase influencers.

buying signals.

The stage of dissolution in the relationship development process: A. occurs for all strategic partnerships. B. occurs only during the middle phase of the relationship. C. causes most damage when it occurs in the latter stages of the relationship. D. results in greater exploration and commitment by both parties. E. results only in the case of market exchanges.

causes most damage when it occurs in the latter stages of the relationship.

Roger is a sales representative for a farm equipment supplier. Almost twice a month, he visits Frank Copeland's farm. Copeland has not bought a new piece of equipment from Roger in the last 20 years, but he always seems to know who is looking to buy Roger's goods. Copeland likes to gossip and shares his information with Roger freely. Frank Copeland would be a good example of a: A. deep seller. B. driver. C. center of influence. D. free canvasser. E. spotter.

center of influence.

Martin was trying to sell pumps for circulating water in goldfish ponds when he realized that the reason he was not able to sell many pumps was the weight of the model he was trying to sell. He approached the firm with the idea to replace every possible metal part of the pump with a hard plastic substitute. After working on his feedback, the pumps became lightweight and were able to meet customers' requirements better. As the _____, Martin saw the project from its conception to the development of a lighter model pump. A. change agent B. gatekeeper C. driver D. spotter E. champion

change agent

In El Salvador, a manufacturer of household insecticide told Dempko Chemical Co. salesperson Nelson Viquez that the company wanted a substitute for the kerosene it had always used in making aerosol household insecticide. Viquez worked extensively with the manufacturer to create a pilot plant and test its pesticides with the addition of Dempko Chemical's Demosol D—a substitute for kerosene. Dempko Chemical and the manufacturer spent a year and a half running laboratory and field tests on the new product, which has been extremely successful in Central America. Viquez acted as a(n): A. change agent. B. influential adversary. C. spotter. D. gatekeeper. E. idea champion.

change agent.

To qualify as a prospect, it is imperative that a lead have all of the following characteristics EXCEPT: A. charisma. B. authority to buy. C. ability to pay. D. eligibility to buy. E. needs.

charisma.

The strengths of any social style can be weaknesses if they are not consistent with what a customer wants. For example, the orderly, serious, and thorough nature of analyticals may also be perceived as: A. cold and calculating. B. undisciplined. C. overly anxious. D. opinionated and unstable. E. inflexible and irrational.

cold and calculating.

Rashid has been asked to target an affluent neighborhood in Toledo to sell his company's vacuum cleaners. With a sample, he goes from door to door to see if he can find someone who is interested in buying a vacuum cleaner or to watch a demonstration at least. Rashid is engaging in _____ in this scenario. A. cold calling B. data mining C. personalized telemarketing D. seeding E. deep selling

cold calling

Emily opens a negotiation session by saying, "I think we're all here today looking for a win-win deal. Unless we all leave this table feeling that we have satisfied our objectives as much as possible under the given circumstances, I'm going to consider this negotiation a failure." Emily most likely resolves conflict in the _____ mode. A. competing B. accommodating C. avoiding D. collaborating E. compromising

collaborating

Three companies were selected as potential suppliers of computer equipment for an organization's headquarters. After the negotiations began, representatives of two of the firms met and developed a scheme to eliminate the third company from the competition. This is an example of: A. business defamation. B. a contrivance. C. price discrimination. D. collusion. E. a conspiracy.

collusion.

In the _____ stage of the relationship development process, the owner of several retirement centers has agreed that Fashion Seal Uniforms will be the only uniforms worn by her employees. Andy, the salesperson for Fashion Seal, has agreed to make some modifications in the uniforms to suit the needs of the retirement center personnel. Both parties view this as a long-term relationship built on mutual trust. A. awareness B. exploration C. commitment D. attraction E. expansion

commitment

When the buyer-seller relationship has reached the _____ stage of partnership development, there is a stated or implied pledge to continue the relationship. A. culmination B. pinnacle C. commitment D. expansion E. covenant

commitment

The accounting of sales and costs of many new technology products has resulted in many ethical and legal controversies. Often, the shelf life of a new product is difficult to assess and therefore how to allocate sales and costs is debatable. A court decision provides guidelines to address these issues. The court decision is an example of: A. UCC codification. B. administrative law. C. common law. D. statutory law. E. all of the above.

common law.

Charts are particularly useful when: A. presenting copies of recent ads. B. communicating large amounts of information. C. attempting to summarize key points of a sales presentation. D. performing a what-if analysis using information supplied by a prospect during a presentation. E. any of the above conditions occur.

communicating large amounts of information.

Gary objected to the high cost of the copier that Lynette was suggesting his office purchase. Lynette stated, "The initial price is one of the highest on the market, but this copier offers the fastest pages per minute output rates available on the market, and it has one of the two best maintenance records in the industry. This will assist you in meeting those critical production deadlines you told me about." Lynette is using the _____ method to respond to Gary. A. direct acceptance B. pass-up C. referral D. revisit E. compensation

compensation

Zero Zone, Inc. manufactures and sells display refrigeration and freezer units to supermarkets. Its salespeople use federal government research information and trade data to explain to customers why 3-inch thick CFC-free urethane insulation is important for keeping products fresh. Such interactions illustrate the salespeople's _____. A. discipline B. resilience C. likeability D. flexibility E. competence

competence

Roy is power oriented. He does not tolerate people on his negotiating team who do not go along with his ideas. Roy's resolves conflict in the _____ mode. A. competing B. accommodating C. avoiding D. collaborating E. compromising

competing

Gail is the Westinghouse salesperson on the Deep South Electric account (a major public utility company). Westinghouse and Deep South have developed a partnering relationship in which Deep South buys all of its pole mounted transformers from Westinghouse. Gail worked hard for several years to establish this partnership, and now she is much more relaxed. Her only client is Deep South and she knows the two firms are committed to the relationship. Her success has allowed her to take two or three afternoons off from work in order to work on her garden or play golf with some old college pals. Gail's attitude toward her clients and sales targets is now characterized by _____. A. synergy B. complacency C. acceptability D. acquiescence E. competence

complacency

To avoid _____, salespeople should regularly audit their own customer service. A. expansion B. synergy C. complacency D. dependability E. resistance to change

complacency

When Bobbi walked into the office of a lawyer she was trying to crack a deal with, she said, "Everyone in town thinks highly of your ethical standards. Whenever the subject of an ideal and committed lawyer comes up in conversation, only you come to mind." Bobbi was using the _____ opening to sell software that researches and manages legal precedents. A. compliment B. curiosity C. product D. introduction E. referral

compliment

A negotiator says "Can't we all just get along and split the extra costs down the middle?" From the above statement, it can be said that the negotiator is using the _____ mode for conflict resolution. A. competing B. accommodating C. avoiding D. collaborating E. compromising

compromising

A salesperson who uses the _____ mode tries to reach an agreement that does not completely satisfy either of the parties. A. competing B. accommodating C. avoiding D. collaborating E. compromising

compromising

Mariah is a stock broker. She knows that to increase her number of clients she must do a lot of prospecting since only about 1 out 30 prospects she works with will become profitable clients. She believes by doing a better job qualifying her prospects she will be able to persuade 1 out of 25 next month. This goal is an example of a(n) _____ goal. A. transformation B. consequence C. activity D. performance E. conversion

conversion

Valerie's goal as a sales rep is to _____, which is the total benefit that her company's products and services provide to the buyer. A. add creativity B. improve relationships C. maximize profits D. create value E. focus on sales numbers

create value

If Perkston's Aquatic Store, a retailer of aquarium fish and supplies, buys one 200-gallon fish tank from Merida's Aquarium Products, it will be billed $329. If it buys more than six during the upcoming year, it will get a 20 percent discount on each aquarium. This savings is referred to as a: A. cumulative discount. B. promotional allowance. C. trade discount. D. functional discount. E. single-order discount.

cumulative discount.

After making two major sales calls, Jennifer spent time in her hotel room submitting information about the calls over the Internet to her company. Jennifer was providing information to her firm's: A. distribution channel efficacy system. B. customer relationship management system. C. business simulation system. D. NAICS control center system. E. situational management system.

customer relationship management system.

Without _____, behavioral loyalty cannot develop. A. strategic likability B. tactical training C. relational dissolution D. customer satisfaction E. solo exchange transactions

customer satisfaction

A(n) _____ is defined as a written statement (usually one or two sentences) that clearly states how purchasing a product or service being offered can help solve the customer's perceived business issue. A. optimal sales call objective B. mission statement C. sales presentation synopsis D. statement of expectation E. customer value proposition

customer value proposition

A(n) _____, which salespeople can share with the CEO of a buyer's firm, focuses on what an individual manager needs to address and resolve to be able to better contribute to overall company objectives. A. optimal sales call objective B. mission statement C. sales presentation synopsis D. statement of expectation E. customer value proposition

customer value proposition

Jorge is developing a presentation for a customer. He wants to show the customer how his product will meet the prospect's needs and how it is different from the offerings of competitors. Jorge is developing a(n): A. customer value proposition. B. asset management statement. C. customer relationship statement. D. content analysis report. E. credibility statement.

customer value proposition.

One way to define the speaking-listening differential is to say: A. active listening makes better speakers. B. customers can listen to words at a rate five times faster than the rate at which salespersons can speak. C. salespeople should speak 80 percent of the time and listen no more than 20 percent of the time. D. speaking divided by listening equals communication. E. articulation equals listening divided by speech rate.

customers can listen to words at a rate five times faster than the rate at which salespersons can speak.

As part of his job, Leon is required to travel from one prospective client's location to another, where he performs detailed analyses of the clients' operations and helps his company's salespeople prepare presentations on how his company's products will improve the prospect's way of doing business. The sales force of Leon's company uses _____ presentations. A. memorized B. outlined C. standardized D. canned E. customized

customized

Before Harley can make a(n) _____ presentation, he will need cooperation from the client in conducting an analysis of the client's needs. A. standard memorized B. canned C. customized D. outlined E. standardized

customized

Before Janice calls on a client to sell her company's inverters, she collects information about what the client needs. During the sales presentation, she focuses on the overall power consumption and power backup needs of the client and highlights how purchasing her product will substantially benefit the client's operations. Janice most likely uses the _____ method of giving sales presentations. A. canned B. outlined C. question and answer D. customized E. informal

customized

The _____ method of conducting a sales presentation offers the greatest opportunity for a salesperson to respond to client input. A. memorized B. outlined C. exacting D. canned E. customized

customized

The _____ method of sales presentation is most consistent with the application of the marketing concept. A. standard memorized B. customized C. flexible D. outlined E. focused

customized

Virginia sees Carl, with whom she attended high school 15 years ago, driving near her in rush hour traffic. She honks and waves to say "hello." Carl, who does not recognize Virginia, thinks the stranger is honking because of the way he changed his lane. Obviously, there is a problem in the way Carl is _____ the message. A. controlling B. nonverbalizing C. sending D. decoding E. verbalizing

decoding

Judy is a local sales representative for an insurance company. The economy is stagnant and very few new residents are moving into her territory. Consequently, Judy decides to assess the potential for additional sales among her existing customers. Judy is planning to use a(n) _____ strategy. A. endless-chain B. data mining C. deep selling D. cold-calling E. seeding

deep selling

The Uniform Commercial Code (UCC): A. defines a number of terms related to salespeople. B. contains administrative laws. C. is regulated by the Better Business Bureau. D. grew out of court decisions. E. is regulated by the Federal Trade Commission.

defines a number of terms related to salespeople.

Almac Aluminum is a large manufacturer of can sheets that are used to manufacture drink cans. Its ability to sell to Pearl Brewing Company is directly related to how many people buy Pearl beer. This is an example of: A. derived demand. B. a competitive advantage for the seller. C. economies of scale in marketing. D. just-in-time (JIT) inventory control. E. a direct demand.

derived demand.

Salespeople need to understand that purchases made by their customers' customers are based on: A. derived demand. B. a competitive advantage for the seller. C. economies of scale in production. D. just-in-time (JIT) inventory control. E. direct demand.

derived demand.

Weston makes uniforms and overalls for employees in any industry where there is a potential for fire injury. It uses fabric from Indie Fabric Co. for all of the uniforms it manufactures. If there is a decrease in the demand for products in the chemical industry, then there will be a decrease in employment in that industry. This will lead to a decrease in the demand for such uniforms. Since fewer uniforms will be needed, the sales for Indie fabric will decrease. This is an example of: A. derived demand. B. a competitive advantage for the seller. C. economies of scale in marketing. D. just-in-time (JIT) inventory control. E. a direct demand.

derived demand.

Full-line selling is the sale of those goods and services which are: A. required as a part of the initial order a new customer places. B. purchased by manufacturers and not retailers. C. designed as a line of associated products. D. sold as additional products that are not directly associated with the initial products. E. compulsorily more advanced and more expensive than the initial products.

designed as a line of associated products.

As Amy plans her day, the first thing for her to do is make a list of activities that should be performed. The next, immediate step for her is to: A. consult her records regarding how long similar activities took when she did them previously. B. develop a time schedule for doing those activities. C. determine the priority for each activity. D. estimate how long each activity will take. E. develop long-term sales goals.

determine the priority for each activity.

"Your approach on that last call was off-target. You were emphasizing low acquisition cost, while the prospect seemed more interested in durability and minimizing the need for regular maintenance," critiqued Robin's sales manager after the two of them left a sales call they had made together. Robin is receiving _____ feedback. A. reciprocal B. diagnostic C. performance D. generalized E. damage control

diagnostic

Even before Michelle could explain why a prospect had not purchased her company's new line of eco-friendly outdoor furniture, her supervisor started explaining to her that she should have emphasized the fact that the furniture was made through a revolutionary recycling process and that its prices were justified by its quality and eco-friendly nature. In this scenario, the supervisor provided Michelle with _____ feedback by telling her how she could make better sales presentations. A. reciprocal B. intrinsic C. performance D. evaluative E. diagnostic

diagnostic

Hand gestures can convey significant information to salespeople. When selling in an international environment, salespeople should remember that hand gestures mean: A. the prospect is ready to end the interview. B. the same thing in all cultures. C. the prospect strongly agrees with what the salesperson has said. D. different things in different cultures. E. the prospect strongly disagrees with what has been said.

different things in different cultures.

Alex, an employee of a radio station in San Francisco, sells advertising time to interested clients. While talking to a local retailer, Alex was told, "Your station's advertising time costs three times as much as the other radio stations." Alex responded, "If you look carefully at our rate card, you will see that the costs you refer to are only for prime time advertising. The rest of our rates are just as reasonable as the other stations, and we have twice as many listeners." Alex was using the _____ method to respond to a buyer's objections. A. direct denial B. compensation C. revisit D. acknowledge E. postpone

direct denial

As Thomas described his firm's landscape maintenance program to a buyer for Allentown Medical Center, the buyer interrupted, "Your program sounds like a winner, but I'm not interested in doing business because start-up landscaping firms go in and out of business in just a few months." Thomas responded with, "I'm sorry but that simply is not true of our firm. We have been in the business for over 15 years." Thomas's response illustrates the _____ method of responding to objections. A. compensation B. boomerang C. direct denial D. referral E. postpone

direct denial

A telemarketer who was trying to get Chloe to change her Internet usage plan asked Chloe, "Are you ready to switch now?" This scenario indicates that he was using the _____ closing method. A. benefit summary B. direct request C. balance sheet D. assumptive E. alternative choice

direct request

Clara works in sales at Marylyn Cosmetics. She procures her products from the manufacturer and goes door-to-door in suburban neighborhoods to try to sell Marylyn products at discount rates. Clara can be described as a _____. A. retail salesperson B. distributor C. missionary salesperson D. trade salesperson E. direct salesperson

direct salesperson

When the purchasing team at PDQ Plastics Inc. recalculates the value of future income to be earned by a new molding machine into terms of current dollars, they are: A. failing to consider depreciation costs. B. measuring opportunity costs. C. discounting the cash flows. D. calculating their gross income. E. reducing the payback period.

discounting the cash flows.

Aaron, a safety equipment salesperson, was making his second sales call on a prospective client. Aaron wanted to have a meeting with the focus of _____ because this individual would be able to explain how the company was not adequately protecting its employees from potential injuries. A. receptivity B. reciprocity C. power D. expertise E. dissatisfaction

dissatisfaction

The set of people and organizations responsible for the flow of products and services from producer to ultimate consumer is called a firm's: A. selling function. B. advertising force. C. marketing organization. D. distribution channel. E. sales team.

distribution channel.

In the case of insight selling, salespeople target those prospects who: A. constitute their current and satisfied group of clients. B. purchase stock centrally from the home office of their company. C. demonstrate a sluggish approach toward making purchase decisions. D. do not have a clear understanding of what they need and are in a state of flux. E. require consultants or system integrators to begin their operations.

do not have a clear understanding of what they need and are in a state of flux.

"If you'd follow my instructions more carefully and focus on getting the job done, you'd be a lot more successful." These instructions tell you that the person giving them is most likely a(n) _____ according to the social style matrix. A. driver B. expressive C. amiable D. analytical E. motivator

driver

Hammond Inc. supplies its retailers with handheld Crownlink electronic data interchange terminals. All of its retailers use these terminals to transmit merchandise orders to Hammond in Kansas City. Their inventory is always stocked as needed. Shipments are made daily as required by individual retailers. This is an example of a _____ system. A. efficient consumer response B. total quality management C. marketing information D. zero-defect management E. material requirements planning

efficient consumer response

CarlTech knows how important it is to process and deliver orders to clients on time. Recently, the company made some major changes to streamline the process by which its salespeople monitor and process orders. As a part of this initiative, it installed a system which allows the computers of the salespeople and customers to communicate directly. This system allows its customers to place orders across different time zones and geographical locations. CarlTech is using a(n) _____ system in this scenario. A. database management B. specialty advertising C. electronic data interchange D. sales asset management E. collateral management

electronic data interchange

The business environment is changing dramatically, and organizational buying is also changing. As organizations are pressured to improve product quality, control costs, and minimize inventory, they are: A. elevating their purchasing directors to reflect the increasing importance of this function. B. replacing just-in-time inventory control with a more practical technique. C. using less global sourcing to reduce transportation costs. D. using less value analysis. E. all of the above.

elevating their purchasing directors to reflect the increasing importance of this function.

The evaluation and selection of products and suppliers are affected by the needs of both the organization and the individuals making the decision. These needs are categorized as: A. emotional and rational. B. formal and informal. C. verbal and nonverbal. D. external and internal. E. behavioral and attitudinal.

emotional and rational.

When LeAnn called on a long-time customer, she realized that the man was upset and took the time to listen to his problem. She was able to sympathize with the customer's recent loss of a pet by using her: A. emotional intelligence. B. adaptive learning. C. environmental awareness. D. generative learning. E. behavioral intelligence.

emotional intelligence.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in: A. encoding. B. affective stimulation. C. perceptualization. D. decoding. E. selling.

encoding.

Robert, a salesperson with a friendly personality, always smiles while delivering presentations to prospective buyers of his product. He says he uses smiling to communicate the idea that he is a friendly, helpful salesperson. In terms of the communication process, translating this idea into a smile is his way of: A. decoding. B. deceiving. C. encoding. D. encroaching. E. deciding.

encoding.

A salesperson says, "For the money, you will find no better water reclamation system anywhere!" The customer thinks the salesperson has just told him that his product is cheaply made and only fairly successful at cleaning the water so it can be reused. Part of the miscommunication is caused by the customer's secretary who comes in during the presentation and asks the customer to sign a letter. In terms of the communication process, the salesperson is ____, the customer is _____, and the secretary creates ____. A. decoding; encoding; feedback B. decoding; creating feedback; noise C. encoding; decoding; feedback D. encoding; decoding; noise E. decoding; encoding; noise

encoding; decoding; noise

The first thing a salesperson should do in dealing with a customer's complaint is: A. offer a satisfactory solution. B. emphasize that another member of the selling firm is at fault. C. determine whether the buying or selling firm is at fault. D. represent the customer's position to the selling firm's personnel. E. encourage the customer to tell his or her whole story.

encourage the customer to tell his or her whole story.

As Sandra concluded her sales interview with Burt, she said, "I'm pleased you see the value of this new software for managing your inventory. Can you suggest some other small business owners who might like to see it?" Sandra is using the _____ method of prospecting. A. selling center B. endless-chain C. lists and directories D. spotters E. canvassing

endless-chain

Wallace represents a manufacturer of hearing aids. Lisa, an audiologist to whom Wallace sold one of his company's new Max-Ear 2001, is so pleased with its performance, that she has written a testimonial and listed some other audiologists who Wallace may approach. This is an example of the _____ method used in prospecting. A. endless-chain B. spotter C. insight selling D. cold call E. data mining

endless-chain

Instead of describing the product, a salesperson was listening to a customer speak, while nodding her head and using expressions like, "Really?" "Uh-huh," and "That's interesting" in order to encourage the customer to keep talking. The salesperson is: A. trying to find the appropriate time to close the sale. B. engaging in passive listening. C. engaging in active listening. D. encouraging active speaking. E. none of the above.

engaging in active listening.

A salesperson for KLN Machines, Steve, began his meeting with a prospect by saying "I noticed that you have a collection of antique thermometers in your outer office. My father has been collecting soda pop thermometers for almost fifteen years. What got you interested in collecting them?" In this scenario, Steve was trying to: A. describe his product's features in detail to his prospect. B. engage the prospect in reviewing his company's credibility statement. C. establish rapport with the prospect by talking of a common interest. D. examine the prospect's needs through some closed questions. E. establish whether the prospect has the buying potential for his goods.

establish rapport with the prospect by talking of a common interest.

When a salesperson can only sell to prospects located within a certain geographical location, the salesperson is said to be managing sales for a(n) _____. A. deep seller B. exclusive sales territory C. star client D. national account E. system integrator

exclusive sales territory

Jessica has been answering questions from the buyer throughout her sales presentation and received positive signals from her prospect. When she gets to the final close, Jessica should: A. push harder to get the commitment. B. expect the final close to be a natural part of the ongoing dialogue. C. offer to restate all the benefits so that the prospect can take the issue into consideration. D. anticipate further objections and answer them in advance. E. do or expect none of the above.

expect the final close to be a natural part of the ongoing dialogue.

A salesperson may suffer from call reluctance if he or she: A. feels intimidated by the corporate title assigned to the prospect. B. is overly concerned with being successful. C. spends too much time preparing for the sales call. D. feels guilty for having selected a career in sales. E. experiences any or all of the above.

experiences any or all of the above.

After a sales letter gains a prospect's attention, the next thing it must do is: A. explain why the reader should take the desired action. B. create curiosity about the product being sold. C. ask the reader to take a specific action. D. point out a deadline for action. E. tell the reader when to expect the follow-up visit or phone call from the sales representative.

explain why the reader should take the desired action.

During the _____ stage of developing a partnership, a small percentage of the buyer's business is given to minimize the risk in case the vendor cannot perform. A. exploration B. commitment C. awareness D. expansion E. dissolution

exploration

During the _____ stage of developing a partnership, the buyer tests the seller's product, how the seller responds to requests, and other similar actions after the initial sale is made. A. exploration B. commitment C. awareness D. expansion E. dissolution

exploration

A(n) _____ is an oral or written statement by the seller about how a product will perform. A. binding agreement B. impressed guarantee C. implied warranty D. expressed warranty E. tying agreement

expressed warranty

When a purchasing agent bought an order of sheet aluminum (used to make cans) from a new supplier, the salesperson specified the details of the product's quality. However, when the purchasing agent received the order, he noticed that the aluminum sheets were of inferior quality. The salesperson had violated the _____ that the salesperson had made. A. tying agreement B. impressed guarantee C. binding contract D. expressed warranty E. none of the above

expressed warranty

To sell to Joann, you need to appeal to her ego. She'd rather hear that your new product will make people notice her as an innovative leader than be told about the cost savings it will provide or that employees will benefit from it. Joann's social style best fits the description of _____ according to the social style matrix. A. drivers B. expressives C. amiables D. analyticals E. motivators

expressives

When Grant visited his supplier's Web site, he entered a code provided to him and went to a customized site listing his recent purchases, sale items, and complementary products he might need. Grant was most likely visiting a(n) _____. A. spam filter B. extranet C. blog D. sponsor E. intranet site

extranet

A customer value proposition will include: A. a quantified projection of the reasonable market share costs. B. features and benefits tailored to a prospect's needs. C. visual content from the sales asset management solutions. D. a prototype synthesis based on generally accepted accounting procedures. E. all of the above.

features and benefits tailored to a prospect's needs.

The Frito-Lay salesperson who drives a truck to a store, checks the store's stock of Frito-Lay products, determines what the store needs, and gets the manager's permission to place that stock in the store is a _____ salesperson. A. production B. inside C. missionary D. manufacturer's industry service representative E. field

field

Even though personal selling is the most expensive method of communication on a per person reached basis, businesses continue to use personal selling because of advantages in: A. flexibility. B. the number of people reached. C. credibility. D. efficiency. E. control over the content of publicity.

flexibility.

Zoning works best: A. for organizations that seldom want to divide their territory. B. in territories where customers expect regular sales calls. C. when the salesperson is trying to maximize travel time between sales calls. D. when the salesperson is looking for leads. E. for compact territories.

for compact territories.

"You'll notice the trimming machine requires workers to pull two levers at the same time. Although this may appear inconvenient, it ensures that the worker's hands will not be caught in the blades." In this example, the salesperson is _____ an objection regarding the extra effort required to use the trimming machine. A. revisiting B. denying C. predicting D. forestalling E. passing-up

forestalling

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as: A. pulling. B. predicting. C. forestalling. D. heading-off. E. postponing.

forestalling.

Missionary salespeople: A. work for retailers. B. are an essential part of the consumer products distribution channel. C. frequently call on people who influence a buying decision but who do not actually place the order. D. never directly contact consumers. E. do not have any role to play in the business-to-business model.

frequently call on people who influence a buying decision but who do not actually place the order.

The nonverbal probing technique called FSQS stands for: A. frequent situational questioning satire. B. forestalling situational question sequence. C. feasible selective queue silence. D. friendly silent questioning stare. E. favorite singular question set.

friendly silent questioning stare.

Dawn sells building materials to contractors. She sells lumber to almost all of her accounts but does not get many orders for nails, roofing, or other building materials. Dawn decides to push stock of these additional construction materials to all her existing customers. Dawn is planning to use the _____ strategy. A. cross-selling B. upgrading C. full-line selling D. saturation selling E. insight selling

full-line selling

On the third Wednesday of every month, LuEllen's Barbecue Shack orders four pick-up truckloads of hickory for slow-cooking meat. LuEllen always orders the hickory from Samson Wood Products Company because they deliver on time and she likes the quality of the wood. Moreover, she has a high level of trust in them. The buyer-seller relationship between LuEllen and Elaine is an example of a: A. functional relationship. B. relational partnership. C. utilitarian relationship. D. strategic relationship. E. solo exchange.

functional relationship.

If the salesperson for a paint manufacturer promised a purchasing agent that a certain brand of paint was mildew-resistant (when it was not), the salesperson: A. gave an expressed warranty. B. resorted to collusion C. should have given further credibility to the statement by adding, "Let the buyer beware." D. gave only an implied warranty E. none of the above

gave an expressed warranty.

The primary purpose of webinars is to: A. generate leads and provide information to prospective customers. B. promote new products to all potential customers. C. enhance cold calling initiatives among the sales force. D. expand databases for effective data mining. E. reduce search engine costs and sell deeper.

generate leads and provide information to prospective customers.

The purpose of a blitz is to: A. build partnerships between a selling firm and a buying firm. B. increase a company's sales budget. C. generate leads for a local salesperson through cold calling. D. blanket a particular geographic area with sales letters. E. improve a salesperson's ability to make custom sales presentations.

generate leads for a local salesperson through cold calling.

Gwen is researching ways to sell her new product. She is considering Internet sales, hiring sales reps, using a manufacturer's rep, and several other options. Gwen is considering her: A. multi-channel mission. B. go-to-market strategies. C. customer-centric circle. D. lifetime marketing value. E. emotional versus intellectual challenge.

go-to-market strategies.

To get the CEO's secretary to give him an appointment, Oscar mentioned an earlier discussion he had with the president of the firm about what his company has to offer. Oscar is hoping that this technique of _____ will allow him to see the CEO sooner. A. going through the screen B. going over the screen C. going around the screen D. going under the screen E. ignoring the screen

going over the screen

Billy is a charming sales representative. He uses his skills and persuades the prospect's secretary to get him a face-to-face meeting with the prospect. He convinces her that the product he is selling will greatly benefit her company. The technique that Billy is using is known as: A. ignoring the screen. B. taking down the screen. C. going under the screen. D. going through the screen. E. going over the screen.

going through the screen.

For making appointments, Barrett often calls the offices of his prospects after 5:30 p.m. He knows executives frequently work late, and that after normal business hours they often answer their own telephones. In this way, he avoids dealing with a secretary or receptionist who might prevent him from seeing the executives. This method of dealing with barriers is called _____. A. blockade running B. bypassing the gatekeeper C. going under the screen D. going around the screen E. an end run

going under the screen

Just as Brian, a sales manager, walked into a prospect's office carrying samples and his portfolio for the demonstration, he tripped and fell down right in front of the prospect. All his material for the presentation was scattered on the floor, and it took him almost five minutes to get things back on track. Because of the _____, the prospect is likely to permanently label Brian as clumsy and ineffectual. A. contrast effect B. halo effect C. cue effect D. primacy effect E. mere exposure effect

halo effect

Clark, a fellow salesperson, has become very frustrated by his inability to handle customer complaints. "Frankly, I don't know what to do when a customer starts telling me about a problem," he says. You should advise Clark to: A. adopt an antagonistic attitude. B. assume the problem is the customer's fault. C. handle the grievance in a friendly manner. D. attempt to sell a different product to the customer. E. do none of the above.

handle the grievance in a friendly manner.

Studies have shown that using customer relationship management systems: A. hinder the ability of salespeople to provide a customized sales presentation. B. have a positive impact on being adaptive while selling. C. reduce the versatility of the salespeople. D. provide complete access to all details of customers to all employees of a company. E. help firms create automated relationship correspondence systems.

have a positive impact on being adaptive while selling.

The owner of a pet store ordered $200 worth of bird feed from Cadmia Avicultural Research Inc. The invoice dated October 18 that was sent to the store owner mentioned "3/10, EOM." This detail indicates that if the store owner pays the bill on November 2,: A. the price will increase by three percent. B. he will get a three percent discount. C. he will get a 10 percent discount. D. the price will be tripled. E. he will get no discount.

he will get a three percent discount.

Wallace is the Nebraska territory salesperson for a firm selling kitchen appliances to mobile home manufacturers. At a school reunion, an old friend approaches him and says, "What a coincidence! I'm the director of purchasing for Bilt-Tite Mobile Homes in Franklin, Georgia. Why don't you contact me next week and let's see if we can do business?" Unfortunately, Wallace cannot do business with his friend because: A. he does not need Wallace's products in his business. B. companies discourage the use of personal contacts to generate leads. C. his business is not located within Wallace's authorized territory. D. Wallace will not be able to approach him favorably. E. he does not have the authority to buy Wallace's appliances.

his business is not located within Wallace's authorized territory.

To use the sales call allocation grid, Spence must classify each of his accounts in terms of their need and ability to pay for his product and: A. his company's competitive position with that customer. B. the account-opportunity. C. who the decision maker is. D. the company's geographic location relative to the customer's location. E. the company's geographic location relative to his company's nearest distribution center.

his company's competitive position with that customer.

The worst type of objection a purchasing agent for a hospital could have is: A. his claim that the x-ray equipment is too expensive. B. his statement that a competing firm offers better service. C. his unspoken belief that the company cannot meet his required delivery times. D. his negative response to the salesperson's contention that her company only uses quality materials. E. his stated complaint that the x-ray equipment is not easy to use.

his unspoken belief that the company cannot meet his required delivery times.

When a large chain of stores such as Home Depot or Kmart buys items centrally from its home office, selling companies often designate these customers as _____ accounts, which means that their needs are handled by their corporate offices, and local salespeople need not attempt to solicit business from any branches of these clients that come within their territory. A. house B. bounce-back C. functional D. limited E. generational

house

A sales call allocation grid classifies accounts according to account opportunity and strength of position. The account opportunity dimension indicates: A. the value of resources the salesperson is able to focus on a customer. B. how conveniently the sales rep is able to contact a customer and travel to the customer's location. C. how much a customer needs the product and whether he/she is able to pay for the product. D. how strong the company and salesperson's position are with a customer. E. the distribution costs associated with serving a customer.

how much a customer needs the product and whether he/she is able to pay for the product.

A sales call allocation grid classifies accounts according to account opportunity and strength of position. The strength of position dimension indicates: A. the value of resources the salesperson is able to focus on a customer. B. how conveniently the sales rep is able to reach a customer's office. C. how much a customer needs the product and whether he/she is able to pay for the product. D. how strong the salesperson and company are in selling the account. E. the distribution costs associated with serving a customer.

how strong the salesperson and company are in selling the account.

Kevin purchased a lawn mower. The blades were so dull that the mower could not cut the grass in his backyard. Due to the existence of _____ warranties, Kevin can return the mower and expect to receive a replacement that will cut grass. A. communicated B. applied C. functional D. implied E. codified

implied

Using a consultative customer-oriented sales approach: A. focuses on solo exchanges as the primary type of business transaction. B. improves customer retention and firm profitability. C. fails to improve relationship marketing efforts in business selling commodities. D. leads to low behavioral loyalty. E. reflects the lowest degree of relationship marketing efforts.

improves customer retention and firm profitability.

A buyer at Monrovia Nursery Company sees an ad for a new type of Christmas tree stand in a trade magazine and responds by calling a toll-free number in the ad. This is an example of _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

inbound telemarketing

When a respiratory therapist saw an article about Zyran, an over-the-counter smoking cessation drug that does not contain nicotine, he called the toll-free number provided by the manufacturer to learn more about the drug and to ask that a salesperson call on him. This is an example of _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

inbound telemarketing

The payback period: A. indicates how quickly the investment money will be returned in the form of cash inflows or savings. B. reflects the return a buyer would have earned from a different use of the same investment capital. C. fails to quantify the personal risk involved in any buying decision made by a purchasing agent. D. indicates the total value of all future sales with a customer. E. pertains solely to those investments that pose a small risk to the buyer.

indicates how quickly the investment money will be returned in the form of cash inflows or savings.

In the _____ method of handling objections, the salesperson tells the prospect the objection presented is not true but does so in a manner that softens the response. A. acknowledge B. referral C. postpone D. indirect denial E. turndown

indirect denial

The buyer announces, "I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds, "I'm sorry you have had such a bad experience with our older model. Many of our other customers expressed similar frustrations, but I can assure you that the knotting problems do not exist on our latest model." The knitting machine salesperson is using the _____ method for dealing with objections. A. acknowledge B. indirect denial C. revisit D. forestall E. compensation

indirect denial

A hospital is considering changing its supplier of replacement joints. While surgeons make the final decision, the hospital's purchasing department is promoting Kyocera because it manufactures one of the cheapest and most durable hip joints on the market. In terms of the buying center, the purchasing department is a(n): A. decider. B. influencer. C. judge. D. user. E. demand deriver.

influencer.

Luke and his wife, Coreen, supply cut flowers to florists in Dallas. They have been approached by a salesperson for a horticultural firm that wants to sell them a product that keeps flowers fresh for a long time. Unfortunately, the owner of the horticultural company was once very rude to Coreen and she harbors some resentment toward the owner. While Luke may want to buy the product, his wife will act as a(n) _____ in this situation. A. influential adversary B. actual competitor C. potential competitor D. sales bulwark E. opposing implement

influential adversary

The human resource director at a commercial laundry is having trouble providing the labor needed for the business. In a trade journal, he read about a VAC Soil Counting System that is a computerized system for sorting and counting incoming soiled clothes. The system can reduce labor costs by up to 50 percent. He called the toll-free number in the ad and spoke to the salesperson. The VAC salesperson had been trying to get an appointment with the owner of the laundry for over a year, so he was pleased when the HR director showed interest in the product and expressed willingness to take the information to the owner. In terms of the buying center, the HR director is acting as a(n): A. initiator. B. buyer. C. user. D. decider. E. gatekeeper.

initiator.

Luis works for USAA, an insurance company headquartered in San Antonio. Luis is employed in the firm's telemarketing center where he answers customers' calls to the firm's 1-800 number about buying insurance. Luis is an example of a(n): A. inside salesperson. B. production era salesperson. C. field salesperson. D. tangible product salesperson. E. missionary salesperson.

inside salesperson.

Advance Machine Company makes industrial strength floor cleaning equipment. In support of its sales force, it ran ads in trade journals aimed at supermarkets, entertainment venues, educational institutions, and other places that have a lot of foot traffic. It created an Internet website for customers to preview its products. It set up a toll-free number for clients to call and created a direct marketing piece that offered discounts and rebates on orders. Advance Machine Company used: A. dyadic communication to reach its potential customers. B. feedback to qualify leads. C. integrated marketing communications. D. a decentralized promotions organization. E. any means possible to circumvent its sales force.

integrated marketing communications.

When All-Star Productions Inc. releases a new movie, it usually advertises on television, gives out sales promotion items at fast-food restaurants, creates a website for the movie, holds special showings, and encourages people to talk about the movie. This coordination of all the efforts is called: A. generative marketing. B. tactical marketing. C. integrated marketing communications. D. the marketing concept. E. relationship marketing.

integrated marketing communications.

The physical space between two people who are interacting can be divided into four zones. The zone closest to a person (two feet or less) is called the _____ A. social zone B. personal zone C. public zone D. receptive zone E. intimate zone

intimate zone

"Ms. Hallgren, thank you for seeing me today. My name is Daniel Mundt, and I'm with ServiceMaster." This is an example of a(n) _____ opening. A. compliment B. curiosity C. product D. introduction E. referral

introduction

Automatic replenishment is a form of JIT where the supplier manages _____. A. demand for the customer B. price for the customer C. inventory for the customer D. accounting for the customer E. all of the above

inventory for the customer

Tonya is a manager of a retail clothing store. A sales rep calling on her offers overnight delivery on all re-orders at no extra shipping cost. This will allow Tonya to carry fewer items in the store and save money by increasing her: A. opportunity costs. B. value analysis. C. stockouts. D. inventory turnover rate. E. multiple outlet profit performance.

inventory turnover rate.

Field selling is typically more demanding than inside selling because field selling: A. involves working at the employer's location where the salespeople are monitored very closely. B. involves very little interaction with customers, thus making it difficult to establish a long-term relationship. C. involves more intense customer interactions where the salesperson has to engage in problem solving. D. involves responding to customer-initiated requests. E. involves communicating with customers by telephone or computer which can get very tiring.

involves more intense customer interactions where the salesperson has to engage in problem solving.

A request for proposal (RFP): A. is used when a customer has a firm idea of the product needed. B. is often referred to as a payback period request. C. is used when companies are looking at researching and designing new products. D. is unlikely to discuss the cost and delivery schedules for a project. E. is used when a salesperson has a firm idea of his or her company's product.

is used when a customer has a firm idea of the product needed.

All of the following are generally recognized as advantages of planning sales calls EXCEPT: A. it increases the customer's confidence. B. it saves the customer's time. C. it guarantees that a deal will be finalized. D. it gives the salesperson more time for tasks associated with managing his or her territory. E. it helps the salesperson to deliver a sales presentation based on specific objectives.

it guarantees that a deal will be finalized.

Mike's Autos uses a supply chain management system to schedule the delivery of auto parts to arrive at its plants exactly thirty minutes before the parts are to be used in the assembly process. The company use a(n) _____ system. A. efficient consumer response B. total quality management C. just-in-time inventory control D. zero-defect management E. material requirements planning

just-in-time inventory control

Material requirements planning and electronic data interchange are elements of: A. just-in-time inventory control. B. value analysis. C. total quality management. D. vendor analysis. E. life-cycle costing.

just-in-time inventory control.

Ryan wants a vendor who will provide ingredients for his restaurant each day according to the number of reservations he has for that evening. Ryan is looking for a vendor who will provide: A. collusion pricing. B. just-in-time inventory control. C. material requirements planning. D. a tying agreement. E. none of the above.

just-in-time inventory control.

Caesar salad dressing when made correctly contains raw eggs, but fear of salmonella poisoning has forced many restaurants to use an inferior tasting bottled dressing in their Caesar salads. Davidson from Food Tech, a company developing preservatives and food additives, has developed a process for pasteurizing eggs on a large-scale basis. The pasteurization of eggs is a complicated process that took years to perfect. Because Food Techn developed the process and will share it with poultry farmers, the company would be classified as a: A. competitive partner. B. deep seller. C. lead user. D. spotter. E. driver.

lead user.

Robina received a memo with the name of a person who wrote to her company inquiring about the firm's radiology equipment. The person who made the inquiry is best classified as a: A. qualified prospect. B. client. C. lead. D. prospect. E. customer.

lead.

For a salesperson trying to grab the attention of a new customer, it is desirable to: A. call the customer by a friendly nickname. B. use the customer's name in every second sentence of the meeting. C. learn to pronounce the customer's name correctly. D. use standard language like "Sir" or "Ma'am" in order to show respect. E. request the customer to introduce himself in the sales meeting.

learn to pronounce the customer's name correctly.

A salesperson who wants to make effective use of handouts during his or her sales presentation should: A. avoid keeping any white space in the handout. B. let the goal of the presentation determine what information should be included in the handout. C. discuss the contents of the handout while circulating copies among the buyers. D. eliminate the use of graphics in the handout. E. ensure that the content in the handout and the presentation are identical.

let the goal of the presentation determine what information should be included in the handout.

A person who _____ would probably find a career in sales attractive. A. wants a nine-to-five job B. wants to work in an office C. is not motivated by financial rewards D. likes independence and is willing to take responsibility E. does not like to take responsibility

likes independence and is willing to take responsibility

The first step in the activities planning process is to: A. determine the priority of each activity to be performed. B. estimate time needed to complete each activity. C. list the activities that need to be performed. D. develop a time schedule for performing activities. E. spend more time on low-priority activities.

list the activities that need to be performed.

When responding to a buyer's objection, a salesperson should: A. listen as though he or she has never heard that objection before. B. hand the buyer a testimonial or other visual aid refuting that point as soon as he or she recognizes the objection. C. interrupt the buyer's objection with an answer as soon as the objection is apparent. D. raise his or her hand and stop the buyer's objection as soon as it is recognized. E. do none of the above.

listen as though he or she has never heard that objection before.

The 80-20 _____ suggests that salespeople should listen 80 percent of the time and talk no more than 20 percent of the time. A. talking model B. personal-interpersonal differential C. body language agreement model D. listening rule E. word picture-loudness zone

listening rule

Foster has decided to buy all his maintenance, repair, and overhaul (MRO) supplies from Alexia's Supply House. For competitors, Foster's account is: A. always a share. B. JIT. C. a modified rebuy. D. lost for good. E. a tying agreement.

lost for good.

Conrad makes a conscious effort to control his emotions in all situations. In terms of the social style matrix, Conrad's way of behaving is indicative of: A. low assertiveness. B. high assertiveness. C. low responsiveness. D. high responsiveness. E. None of the above

low responsiveness.

To speed up the opening of a new factory in a Middle Eastern country, Micah gifted a pen and pencil set that he had purchased for $10 to an assistant of a local government. Micah hoped this gift would remove some of the red tape that was slowing down the building process. This type of gift is referred to as: A. collusion. B. subordination. C. capitulation. D. indemnification. E. lubrication.

lubrication.

Manufacturers' Representatives Inc. (MRI) is an independent company that employs sales representatives to sell products from a number of producers. MRI's sales reps sell the products to wholesalers and retailers. MRI receives a commission from the producers for the products it sells. MRI is an example of a: A. manufacturers' agent. B. selling agent. C. missionary sales agency. D. partnership selling strategy. E. production agent.

manufacturers' agent.

Kerry encounters far more objections at the point in a sales call when she actually attempts to gain buyer commitment than at any other time. This pattern suggests that she: A. should focus on providing better after-sale services. B. may be omitting significant selling points in her presentation. C. is asking too many questions during the presentation. D. is doing a good job, since this is a normal pattern. E. is creating an excessive level of interest in new prospects.

may be omitting significant selling points in her presentation.

Some companies insist that their inside telemarketing salespeople: A. customize their sales presentation based on a computerized customer-prediction model. B. collect a lot of precall information about every customer they call with their offers. C. memorize the entire sales presentation and deliver it word for word. D. avoid providing information about the features of their products on the phone. E. all of the above.

memorize the entire sales presentation and deliver it word for word.

To salespeople the benefit of zoning is: A. minimizing travel time between customers. B. forming creative combinations within routing. C. avoiding routine sales call patterns. D. dividing accounts into groups according to its profitability. E. scattering sales across a wide geographic area.

minimizing travel time between customers.

Mac is the house manager for his campus chapter of Sigma Chi, a social fraternity. He is negotiating with Hemphill Hauling for trash pick-up services at the fraternity house. He prefers a three-days-per-week trash pick-up schedule, but he is also willing to accept a two-days-per-week arrangement. While negotiating with the company, he asks for daily trash pick-up service. The two-day trash pick-up schedule is Mac's: A. minimum position. B. target position. C. opening position. D. maximum position. E. average position.

minimum position.

Laura works for Seminole Textiles. In her job, she calls on upholsterers, towel and sheet manufacturers, and other customers of the Seminole distributors to encourage them to use more Seminole textiles, which they would order from their distributor, not directly from Seminole. Laura is a: A. distributor rep. B. trade salesperson. C. missionary salesperson. D. trade partner. E. retail salesperson.

missionary salesperson.

The manufacturer of Fancy Feast cat food has purchased "can sheets" for making its cans from Altum Aluminum for years, but it has recently decided to become more environmentally friendly. In doing so, it plans to talk to Reynolds Aluminum about its recycling project. In this instance, the purchase of can sheets from Reynolds would be an example of a _____ situation. A. new-task B. straight-rebuy C. direct demand D. value-added E. modified rebuy

modified rebuy

The salesperson for the Big Apple Sign Corporation was trying to get a hardware storeowner to buy a new kind of advertising tool called floor graphics—an opaque vinyl film that applies directly to the floor, is easy to remove, and can be used to promote in-store specials. Since the storeowner has purchased advertising before—just not this particular kind of advertising—this is an example of a _____ situation. A. derived rebuy B. straight-rebuy C. derived-demand D. value-added E. modified rebuy

modified rebuy

During her presentation to a prospective customer, Lea informed him about the new wallboard's superiority. She also brought a sample so that the building contractor could see and feel the superiority of the product she was selling. Lea used a _____ to improve the buyer's understanding of her product. A. multiple-sense appeal B. standardized approach C. collaborative approach D. style flexing appeal E. composite appeal

multiple-sense appeal

A salesperson for FS Tools asked Justin, a cabinet maker, "If I can show you how to cut Melamine, high-pressure laminates, and fine veneer without any chips or breaks, would that save you any money?" In terms of the SPIN technique, this is an example of a(n) _____ question. A. situation B. problem C. implication D. benefit E. need payoff

need payoff

A salesperson from Dun-Rite Equipment Company asks a supermarket manager, "If I can provide your meat department with on-the-site training at no extra charge, would you be interested?" In terms of the SPIN technique, this is an example of a(n) _____ question. A. situation B. problem C. implication D. benefit E. need payoff

need payoff

When dealing with objections, successful salespeople: A. anticipate the objections and prepare helpful responses. B. make sure the objection is not just an excuse. C. relax and listen and never interrupt the buyer. D. forestall known concerns before they arise. E. need to do all of the above.

need to do all of the above.

Laura, a sales representative, knows that the presentation she gave did not go well. She is anxious that the prospect, a leader in the local Chamber of Commerce, may mention her poor performance to other potential clients, thus leading to _____. A. lead qualifications B. seeding clients C. cold calls D. negative referrals E. referred leads

negative referrals

The _____ of an investment is the net value today of future cash inflows minus the investment. A. net opportunity cost B. return on investment C. customer lifetime value D. net present value E. adjusted opportunity cost

net present value

Ruth used her personal connections with the manager at Hampton Industries, a manufacturer of decorative paper items, to become the first salesperson to call on a company that was using recycled paper to make posters. Ruth used her _____ abilities to make this sales call possible. A. seeding B. personalized sales C. canvassing D. networking E. telemarketing

networking

Connor, the owner of a startup company, has studied his competitor's offerings, the value delivered by his company's products, and the cost of providing the product to customers. Based on this research, he has set prices for his products. Therefore, Connor should: A. never apologize for the price he quotes. B. focus solely on price throughout his presentation. C. remember that price is the only concern for customers. D. aggressively discount list prices to ensure customer satisfaction. E. not hesitate in overcharging his customers.

never apologize for the price he quotes.

Most purchase decisions involving capital equipment or the initial purchase of original equipment manufacturer (OEM) products are _____. A. irrational purchases B. new tasks C. end user emotional needs D. straight rebuys E. modified MROs

new tasks

Handell has established a small company that manufactures decorative items for homes. One of the company's latest items is a line of thermometers reproduced from ones that were given away for free before World War II. Since quality is essential to the company's success, it spent a great deal of time and effort locating the best suppliers for the metal, wood, paint, and mercury that went into its first round of production. The purchase of these components would be an example of a _____ buying situation. A. new-task B. straight-rebuy C. derived-demand D. value-added E. modified-rebuy

new-task

Kevin works for Irish Pub Company, a design and construction outfit that sells completely finished, made-in-Ireland pubs—complete with everything from beer taps to mosaic floors to decorative pieces like antique whiskey bottles—to American entrepreneurs. Kevin is trying to sell the Irish pub concept to a retired New York City business executive who wants to run his own business, but is not an experienced pub owner and is reluctant to invest $300,000 in the project. Kevin should consider this to be a _____ buying situation. A. new-task B. straight-rebuy C. derived-demand D. value-added E. modified rebuy

new-task

Plasto is a Spanish company that manufactures stadium seating for sports venues. It is one of many such manufacturers. The city of Marsia, which is going to host the next Olympic games, forms a committee to make purchases of equipment that would be required at its venues. The committee has limited knowledge of the products, but eventually decides to purchase Plasto stadium seating for the venues. This purchase by the recently formed committee would be an example of a _____ situation. A. derived demand B. just-in-time delivery C. modified rebuy D. straight rebuy E. new-task

new-task

For her sales presentation, Myra wants to design a chart which shows how much faster wounds would heal when protected with SoloSite, a water-based ointment. To create the most effective chart, she should: A. avoid the use of pie charts or other graphical representation. B. use complete sentences so the buyer does not have to wonder what words are missing. C. avoid the use of bullets as they arbitrarily differentiate the points in a presentation. D. intermingle major and minor selling points. E. none of the above.

none of the above.

When salespeople communicate in a high-technology environment, they should: A. always deliver bad news via e-mail. B. send daily e-mails to each customer. C. use their own style and not try to mimic the style of their customers. D. use e-mail to send duplicate messages to all customers. E. none of the above.

none of the above.

Karla has just learned about the friendly silent questioning stare method (FSQS) of responding to objections. She uses it in a meeting with a prospect the next day. In this context, Karla is using a(n) _____ method of probing. A. psychological manipulation B. nonverbal C. direct denial D. revisit E. acknowledge

nonverbal

David has done his job well, presenting the product, showing how it meets the needs of his customer, and handling all questions and objections. David should: A. decrease the price if the buyer seems to be uninterested. B. avoid follow-ups as it might push the buyer to buy. C. not pressurize the customer into making a commitment. D. ask the buyer to do him a favor and buy his product. E. do or expect all of the above.

not pressurize the customer into making a commitment.

As a result of failing to plan her sales call, Glenda is likely to do all of the following EXCEPT: A. cover material in which the prospect has no interest. B. obtain the prospect's commitment. C. engage in seeding. D. make a customized sales presentation. E. seek referrals from the prospect.

obtain the prospect's commitment.

Salespeople are like entrepreneurs because: A. they do not have to invest in themselves. B. integrated marketing communications eliminates investment risk. C. manufacturers trust salespeople to be corporate-centric. D. of the unusual freedom and flexibility in doing their jobs. E. they have to spend a lot of time in a structured work environment.

of the unusual freedom and flexibility in doing their jobs.

Anton has determined the facts in his customer's complaint. His next step should be to: A. follow through with the action he has chosen to solve his customer's problem. B. listen to the customer without interrupting when the problem is being described the first time. C. offer a solution and gain agreement that the proposed solution is acceptable. D. discuss how another member of the selling center is actually at fault. E. determine whether his firm or the customer's firm is responsible for the problem.

offer a solution and gain agreement that the proposed solution is acceptable.

People who use the compromising mode to resolve conflicts: A. attempt to find the best solution that will completely satisfy all parties. B. generally give up more than an accommodator but less than a competing person. C. pursue their own goals and objectives completely at the expense of the other party. D. often find a solution that partially satisfies both parties. E. are generally very cooperative and very unassertive.

often find a solution that partially satisfies both parties.

Experienced negotiators typically prefer to begin negotiations: A. at the beginning of the workweek. B. immediately after lunch on a Monday or a Tuesday. C. on Thursday evenings. D. on a morning in the middle of the workweek. E. during the weekend.

on a morning in the middle of the workweek.

Annette will be representing Jackson Hauling, a new commercial trash collection service, in a negotiation with the house manager of one of the local university's social fraternities. Annette first plans to suggest that her company can place a larger dumpster behind the fraternity house than the current dumpster the other service company provides. She then plans to arrange the group's trash to be picked up twice a month. She hopes the frat will accept a once-a-week pick-up given the larger size dumpster provided, and she knows that because Jackson is a "small-time" startup company with only a limited number of trucks, the most she can offer is twice weekly pick-up. Twice monthly pick-up is Annette's _____ position. A. minimum B. target C. opening D. maximum E. average

opening

The selling team from A.C. Doyle Food Service is planning a negotiation session with New Bedford College. The team is hoping to acquire the contract to supply food to the college for the next academic year for $1.4 million. At the start of the session, Doyle's chief negotiator plans to quote $1.65 million, but later decides that they would accept the contract for any amount above $1.3 million. Considering the chief negotiator's decision, $1.65 million is Doyle's: A. minimum position. B. target position. C. opening position. D. fixed position. E. average position.

opening position.

The strengths of any social style can be weaknesses if they are not consistent with what a customer wants. For example, the enthusiasm and dramatic flair of an expressive social style in a salesperson may lead to him being labeled as: A. pushy and dominating. B. opinionated and unstable. C. cold and calculating. D. undisciplined and inflexible. E. irrational and psychotic.

opinionated and unstable.

The _____ is the return a buyer would have earned from a different use of the same investment capital. A. sunk cost B. fixed cost C. opportunity cost D. gross revenue E. net revenue

opportunity cost

The buying center at Peoria Cabinetworks is not able to reach a consensus on a purchase decision. The production manager wants to spend $18,000 to buy a new laminating machine, while the operations manager wishes to use that money to build an extension on its loading dock. The salesperson selling the laminating machine must realize that buyers should look at all _____ before making any major investments. A. sunk costs B. net present values C. opportunity costs D. gross revenues E. net revenues

opportunity costs

Nathan and Carla are members of the buying center for Bonny Bakes who are attending a sales presentation for a new ad campaign. During the meeting, Nathan says, "Carla, if instead of spending the $20,000 you're asking us to put into this new advertising idea, we put that money in a new packaging machine to replace the one in the Cartersville plant, we'll save $3,500 annually in maintenance and utility costs." Nathan is basing this objection on: A. sunk costs. B. variable costs. C. opportunity costs. D. fixed costs. E. total costs.

opportunity costs.

SRC Refrigeration Company manufactures and sells refrigerator display units for flowers. Ronald, a salesperson for the company, is calling on a large supermarket chain in an attempt to provide a demonstration of SRC's new product which "bathes flowers in generous humidity and uniform air temperature." One of Ronald's sales call objectives is to replace all refrigeration units in the 235-store chain with SRC units. This sales call objective is most likely an example of a(n) _____ call objective in this scenario. A. optimistic B. minimum C. primary D. secondary E. basic

optimistic

Andrew, who works for TeaTree, is going for his first sales call to Dynamo Motors. TeaTree leads the market in the vending machine industry for beverages. Andrew hopes to meet the members of the buying center first so he can estimate the demand for beverages and engage them in a presentation regarding his products. Additionally, he would also like to get permission to give a demonstration at the MNC so its employees can taste TeaTree's beverages and provide their feedback. Obtaining the permission to provide a demonstration of his vending machine is a(n) _____ for Andrew's sales call. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

optimistic call objective

Norah's goal for her upcoming sales call is to sell 10 cases of anchovies to Darby's Diner though she would be willing to accept an order for just five cases too. Additionally, she is planning to approach the owner to enter into an agreement to purchase anchovies only from her supplier. For Norah, setting up a straight rebuy situation with Darby's Diner is her _____ in this scenario. A. minimum call objective B. strategic mission C. sales quota D. primary call objective E. optimistic call objective

optimistic call objective

A salesperson who routinely accomplishes his or her _____ objectives most likely sets his or her objectives too low. A. strategic B. optimum call C. minimum call D. primary call E. secondary call

optimum call

Quentin and ten other students work three hours per day calling people on various lists Harold, their employer, provides them. Their job is to determine if those individuals are interested in buying vinyl siding for their homes and whether they qualify for a visit by one of Harold's field representatives. Quentin is engaged in _____. A. inbound telemarketing B. bounce-back telemarketing C. outbound telemarketing D. seminar marketing E. convention marketing

outbound telemarketing

Goals relating to outcomes are _____ goals. A. performance B. consequence C. activity D. transformation E. conversion

performance

Harrison is self-employed. He sells advertising specialty items like calendars, pens, etc. imprinted with the name and advertising messages of local businesses who give the items to customers and prospects. He has set for himself a goal of earning $180,000 in sales for this year. Harrison's revenue goal is an example of a(n) _____ goal. A. transformation B. consequence C. activity D. performance E. conversion

performance

A farm machinery salesperson has spent the last three weeks gathering information about a prospective customer. He has researched the customer's existing machinery and buying potential. However, he delays the actual meeting with the customer because he feels that he requires a couple of weeks more to gather enough information to make the sales call. In this scenario, the salesperson is experiencing a(n): A. acute shortage of data about the customer. B. phenomenon called analysis paralysis. C. problem in meeting the client directly because of the existence of a screen. D. obstacle in finalizing the deal because of an influential adversary. E. problem in contacting the focus of power in the farm because of the gatekeepers.

phenomenon called analysis paralysis.

When Anton tries to convince supermarket owners to stock his company's new tea-flavored popsicles, he receives many objections because most of the owners are of the opinion that the flavor would not sell. In this scenario, Anton is engaged in: A. ambush marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. guerrilla marketing.

pioneer selling.

Using customer relationship management (CRM) software, salespeople can perform _____, which is a process for identifying and managing sales opportunities. A. vendor analysis B. pipeline analysis C. benchmarking D. customer value analysis E. circular routing

pipeline analysis

When a buyer asked the price of a particular model of meat slicer, a company's salesperson said, "If you don't mind, could we discuss that later, after I show you how this slicer can handle everything from steaks to onions." In this scenario, the salesperson was using the _____ method to respond to the buyer's objections. A. revisit B. compensation C. acknowledge D. boomerang E. postpone

postpone

Salespeople make the most use of the _____ method when a price objection occurs early in the presentation. A. revisit B. acknowledgment C. compensation D. postponement E. direct denial

postponement

After important decisions, buyers may feel a little insecure about whether the choice was a wise one. This insecurity is called: A. postpurchase dissonance. B. regret at leisure. C. prisoner's dilemma. D. buyer's apology. E. conspicuous consumption.

postpurchase dissonance.

In general _____ status means the vendor is assured of a large percentage of the buyer's business and will get the first opportunity to earn new business. A. reseller B. retailer C. service provider D. preferred supplier E. relationship manager

preferred supplier

Court decisions related to the Robinson-Patman Act define _____ as a seller giving unjustified special prices, discounts, or services to some customers and not to others. A. reciprocity B. a spiff C. price discrimination D. a tying contract E. business deception

price discrimination

Alexandra's goal for her upcoming sales call is to sell five 22-inch cut self-propelled lawn mowers to Murphy's Hardware. She would be willing to accept an order for three mowers if the client is ready to make a small investment. She is hoping to convince the owner for fifteen mowers and to sell them at a promotional price of $179. For Alexandra, the sale of five mowers is her _____. A. minimum call objective B. secondary agenda C. sales quota D. primary call objective E. optimistic call objective

primary call objective

Victor is calling on Meridian Cabinet Works. His goal is to close the deal for a customized profile sander valued at about $3,500. He would be willing to accept a purchase of one his firm's ready-made sanders, which cost about $2,000. Victor would try to convince the owner of Meridian to use the sander and to provide his company with a testimonial because this would help him approach other local wood workers. For Victor, the sale of the custom-built profile sander is his _____. A. minimum call objective B. secondary target C. sales quota D. primary call objective E. customer value proposition

primary call objective

Roderick sells restaurant supplies to eateries in western Kentucky. Because his clients do much of their own business at lunch time, he discovers that they prefer to have him call between 9:00 and 11:00 A.M. and between 1:30 and 4:30 P.M. The time he devotes to making these sales calls is referred to as the _____. A. sales evaluating time B. prime selling time C. downtime D. target market time E. niche time

prime selling time

"Do you have trouble keeping your delivery trucks running?" is an example of a(n) _____ question in the SPIN technique. A. situation B. problem C. implication D. necessary E. indication

problem

Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job to sell the closed circuit cameras his company manufactures. During a meeting with Jimmy, the owner of a very popular bookstore, Quinton wants to introduce his product. He asks Jimmy, "What is the result of having so many shoplifters at your store? Do you have a lot of inventory shrinkage because of shoplifting?" In the context of the SPIN technique, Quinton is using a(n) _____ question here. A. rhetorical B. problem C. implication D. necessary E. indication

problem

Irene is a salesperson for Pro, a company selling sports and driving gear. Irene begins her meeting with a prospect by stating that "Driving an 18-wheel truck eight hours a day must be hard on you physically, but you can reduce some of that fatigue by putting this special cushion in your truck seat," and she hands a sample to her prospect. Irene is using the _____ opening. A. compliment B. curiosity C. product D. introduction E. referral

product

Marissa designs customized jewelry and wants to sell her products through Gaia, a chain of boutiques retailing women's accessories. During her first meeting with the owner of Gaia, even before they settle down to talk, Marissa opens cases of rings, pendants, and earrings that she has designed and asks her prospect to try some samples on. Marissa is using the _____ opening method in this scenario. A. implication B. referral C. compliment D. product E. positioning

product

As Sharon concluded her sales interview with Burt, he said, "I was so happy with your products that I spoke with other manufacturers in this area and they would like you to contact them in this regard." For Sharon, Burt is a: A. center-of-influence. B. negotiator. C. promoter. D. spotter. E. driver.

promoter.

If a salesperson does not know the basics about a prospect's company, then the: A. prospect will not meet the salesperson at all. B. prospect's receptionist will prevent the salesperson from meeting the prospect. C. prospect may justifiably refuse to take the deal forward. D. salesperson may begin to experience a phenomenon called analysis paralysis. E. salesperson should make "getting the deal" the formal objective of the first sales call.

prospect may justifiably refuse to take the deal forward.

A balanced presentation occurs when a salesperson: A. creates very high expectations from his product or service in the prospect's mind. B. allows equal speaking time for both the salesperson and the prospect. C. provides adequate focus on all sides of the sales situation. D. proves consistently that the competitor's products have nothing better to offer. E. avoids any comparison of his offer with that of his competitors.

provides adequate focus on all sides of the sales situation.

Keith Nixon, a salesperson for Paradise Water Gardens, often calls on Olin Wiley, the owner of Lexington Nurseries for sales meetings. He often helps Wiley plan newspaper ads to take full advantage of the co-op advertising allowance that Lexington earns from Paradise. In this example, Nixon is maximizing his sales opportunity with Lexington by: A. ensuring good after-sales service. B. helping service the product. C. providing expert guidance. D. following through with action. E. selling specialty advertising items.

providing expert guidance.

The owner of Sherwyn's Hardware will receive a discount of 15 percent if she orders 12 or more Mandarin bird feeders from Darren Products. If fewer than 12 bird feeders are ordered, she will not receive the _____ discount. A. functional B. trade C. quantity D. promotional E. managerial

quantity

A safety equipment salesperson calling on a prospect for the first time should try to schedule an appointment with the focus of _____, a person who will listen to the salesperson and provide valuable information about the types of equipment that the company needs. A. receptivity B. authority C. power D. expertise E. dissatisfaction

receptivity

As Warren concluded his meeting with Christina he said, "Congratulations, I know you're going to be glad you decided to use our service. There is no finer service available in New York City. Now let us make sure we get off to a great start! I will be here next Thursday to begin delivering your system." The immediate purpose of this dialogue was to: A. have Christina agree to a larger order before he leaves. B. get the names of several other prospects from Christina. C. reduce postpurchase dissonance. D. avoid an awkward silence while Warren gathered his things so he could leave. E. enhance his ability to manipulate Christina in the future.

reduce postpurchase dissonance.

"Mr. Tudor," said Judy, "Tom Pritchett suggested I contact you about our new computerized Civil War reenactment game." In this example, Judy is using the _____ opening method with Mr. Tudor, her prospect. A. compliment B. curiosity C. product D. introduction E. referral

referral

The use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections. A. compensation B. indirect denial C. boomerang D. referral E. acknowledge

referral

Tom has been invited to spend the weekend at Hilton Head by a stock broker called Nathan. His broker asks Tom to bring along a few of his professional friends as well. The stock broker is organizing a: A. trade fair. B. referral event. C. list and directory seminar. D. spotter show. E. canvassing event.

referral event.

Adam told Bonnie that Jacqueline, his sister, might be interested in the sprinkler that she was planning to sell. For Bonnie, Jacqueline becomes a(n) _____. A. introductory prospect B. mere suspect C. qualified prospect D. referred lead E. listed lead

referred lead

Corina almost always shops at Gas-N-Go. She finds the store easily accessible from the highway, likes the service, and receives special discounts as a frequent customer. Corina is less likely to shop around for her next purchase because Gas-N-Go satisfies Corina thereby: A. reducing the gas station's profit margin. B. maximizing Corina's solo exchange profit. C. reducing Corina's attitudinal loyalty. D. reinforcing a functional relationship. E. producing a partnering relationship.

reinforcing a functional relationship.

A _____ partnership occurs when a buyer and seller have close personal relationships that allow them to communicate effectively with each other. A. hierarchical B. functional C. solo exchange D. transactional E. relational

relational

The two types of partnerships between buyers and sellers are called _____. A. functional and mutual B. tactical and strategic C. cognitive and affective D. relational and strategic E. tactical and functional

relational and strategic

Caitlin Gold has sold business textbooks for two decades. When on the field, she makes it a point to try to create a personal relationship with her customers. When a committee of professors was constituted to select a new marketing book, her book was one of the three finalists. Because the committee chairperson considered herself a close friend of Gold, she convinced the committee to select Gold's text over the other options. The committee chairperson trusted Gold to provide a good text at a fair price. This is an example of a _____. A. relational partnership B. functional partnership C. transactional relationship D. transformational partnership E. strategic partnership

relational partnership

Ursula is in the middle of a serious negotiation with her customer. She is not sure what the customer meant by his last statement. Ursula should _____ in order to verify her customer's intent. A. start her presentation over from the beginning B. quickly move to a trial close C. restate the customer's comment D. call her sales manager E. all of the above

restate the customer's comment

The _____ is the net profits expected from a given investment, expressed as a percentage of the investment. A. net revenue B. return on investment C. net present value D. gross investment value E. opportunity cost

return on investment

As the first step in setting sales call objectives, a salesperson should: A. review the steps of the selling process. B. review the customer's marketing goals. C. determine his or her progress toward meeting the sales targets. D. review what has been learned from the precall information gathered. E. review the available inventory in his or her own company.

review what has been learned from the precall information gathered.

Career and sales goals should be challenging so that the: A. salesperson setting the goals can easily achieve them. B. probability of achieving the goals will be measurable. C. salesperson setting the goals will be motivated. D. time frame in which the goals are to be achieved will be long-term. E. salesperson can drag on forever, even if no progress is being made.

salesperson setting the goals will be motivated.

As the CEO's personal assistant, Robert's job involves taking calls from sales representatives from different companies. He sorts them and selects the salespeople who get to speak directly to his boss. In this situation, Robert is acting as the _____. A. point of dissatisfaction B. screen C. user D. risk-taker E. center of influence

screen

TECAmerica, Inc. sells electronic scales used for weighing meats and vegetables. A salesperson for TECAmerica is calling on the headquarters of Kroger supermarkets. He has set his sales call objectives to meet the members of the buying center, to have his product brochures sent to the appropriate geographic division managers of Kroger, and to be allowed to demonstrate the superiority of his company's scales. If he truly expects to achieve his objective of meeting the members of the buying center, then the others would be classified as _____ call objectives. A. ideological B. primary C. visionary D. secondary E. minimum

secondary

Melanie, a salesperson for printers and scanners, is sending a proposal for printers to the home office of Helix Services in Cedartown. To convince the executives in Cedartown that the local Vinson Mountain branch office needs the printers and copiers she is selling, Melanie would most likely: A. send just a product catalogue and let the buyer choose the final product. B. skip the needs identification process since the needs of the home office and the local office are different. C. secure the support of the Vinson Mountain branch manager. D. include a clause stipulating that no competitive bidding will take place for this deal. E. do all of the above.

secure the support of the Vinson Mountain branch manager.

In the final paragraph of a sales letter, a writer should: A. wait until the last sentence to demand money. B. seek commitment to the desired course of action. C. use expressions like "Why not buy now?" to give the reader the feeling of having a choice. D. remind the reader that the offer being made in the sales letter will never be canceled. E. assume that the reader is intelligent enough to know what needs to be done and avoid repeating information provided in the body of the letter.

seek commitment to the desired course of action.

It's early on a Friday morning, and before she goes out to see any of her customers, Ruth checks her company's database to make sure deliveries scheduled for some of her customers went out earlier in the week. This activity is a component of _____. A. partnering B. integrated communication C. servicing customers D. waiting E. reporting

servicing customers

The most important step for a salesperson in planning a sales call is to: A. design a flexible sales presentation. B. discover personal information about a prospect. C. plan an after-sales service package for a prospect. D. set objectives for the call. E. take an appointment with the prospect.

set objectives for the call.

As a salesperson, a simple way to ensure that the sales call objectives determined are measurable is to: A. use a canned sales presentation. B. follow the guidelines set by your sales supervisor. C. set long-term goals based on your sales call objectives. D. align your objectives with the strategic objectives of your company. E. set objectives that require a buyer's response.

set objectives that require a buyer's response.

Claiborne used to work for a law office. He was forced to quit because one of the partners kept rubbing against him, telling him dirty jokes, and making it an environment in which he could not work. This is an example of A. a kickback. B. backdoor selling. C. bribery. D. sexual harassment. E. deception.

sexual harassment.

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of gardening equipment. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 19. If she pays the invoice on April 10: A. she will get a two percent discount. B. the price will increase by two percent. C. she will get no discount. D. she will get a 15 percent discount. E. the price will be doubled.

she will get no discount.

Naomi is waiting in a prospect's office. She wants to make a good first impression. When she is called into the prospect's office Naomi should do all of the following EXCEPT: A. smile warmly at the prospect. B. sit down immediately to discuss the deal. C. begin describing her product's features. D. enter the prospect's room confidently. E. begin by saying "Thanks for seeing me."

sit down immediately to discuss the deal.

Raleigh sells computer-assisted design services to major engineering firms. As he settles into his chair in the office of one of his best accounts, he says to the buyer, "R.J., can you believe how badly Baltimore choked in that game on Sunday?" Raleigh is using _____ as he begins this sales call. A. feature dumping B. style flexing C. networking D. small talk E. trial closing

small talk

Jennifer is a salesperson making her first call on a buyer at a new business. The buyer asks her to take a seat across the desk from him. In terms of the physical distance between Jennifer and the buyer, Jennifer is currently in the _____. A. social zone B. personal zone C. public zone D. distant zone E. intimate zone

social zone

The two types of market exchanges are: A. functional and strategic relationships. B. tactical and behavioral exchanges. C. solo exchanges and functional relationships. D. tactical exchanges and profit relationships. E. one-sided relationships and bipartisan exchanges.

solo exchanges and functional relationships.

Effective call objectives must be: A. expressed only in monetary terms. B. specific, realistic, and measurable. C. standardized for all sales representatives in a company. D. independent of any cultural influences. E. all of the above.

specific, realistic, and measurable.

Horizon Gifts is involved in corporate gifting solutions for large companies. Cal is a long-time user of the service provided by Horizon Gifts, and he often suggests possible clients to the service's sales representatives. Every time the lead Cal has provided actually results in a purchase, Cal receives a free gift, which might be anything from a can of assorted nuts to a wool muffler. Cal acts as a _____ for Horizon Gifts. A. driver B. spotter C. gatekeeper D. negotiator E. mediator

spotter

Pete is a salesperson at the local Honda dealership. He frequently offers buyers $50 if they provide him with the contact details of a customer who wants to buy a car. Pete is attempting to get these people to act as his: A. salespeople. B. spotters. C. drivers. D. gatekeepers. E. steppers.

spotters.

Jimmy sells encyclopedias. Every time he knocks on a door, he begins by asking, "Are there any small children in the house?" From there, he asks about their age, and if the parent has considered preparing for their children's future. If the customer does not refuse to listen to him right away, he begins to list the benefits of owning a set of encyclopedias. He always lists the benefits in the same way and always ends his presentation by saying, "You need to buy your child a set of these books to protect his or her future." Because Jimmy makes no adjustments as he talks to a prospect, it can be said that Jimmy is using a(n) _____ presentation. A. customized B. adaptive C. standard memorized D. outlined E. cause and effect

standard memorized

On the first day of Barbara's new sales job, she was given a written sales presentation and asked to learn it so she could recite it when she called on prospects. Her sales manager insisted that she deliver this presentation word for word. Barbara will be using a(n) _____ presentation during her sales calls. A. customized B. adaptive C. standard memorized D. outlined E. modified

standard memorized

Ramiro, a supermarket owner, decides to keep relatively high levels of inventory even though it costs him more. Ramiro most likely thinks that the cost of _____ is greater than the benefits of increasing his turnover rate. A. collaterals B. portfolios C. stockouts D. asset management systems E. floor space

stockouts

A salesperson for the glass bottle manufacturers for H.J. Ketchup Company suggested that the company needed to redesign its ketchup bottle. This would improve yields on the bottle-filling line and make the bottle lighter. H.J. Ketchup Company readily implemented the salesperson's suggestions and the company enjoyed increased savings. Such a major change in the business happened because the two companies were engaged in a _____. A. market exchange transaction B. solo exchange partnership C. strategic partnership D. functional partnership E. hierarchical relationship

strategic partnership

Pyro Electronics is the only supplier of Torin auto headlamps and both companies wanted to do more business together. Pyro Electronics worked on its total quality management system and acquired more business, while Torin developed a just-in-time inventory management system to deliver goods timely to Pyro Electronics. Pyro Electronics and Torin have developed a _____. A. relational partnership B. market exchange alliance C. strategic partnership D. functional relationship E. hierarchical relationship

strategic partnership

According to the social style matrix, when selling to an amiable prospect, a salesperson should: A. avoid establishing any long-term relationship. B. stress the product's benefits in terms of its effect on the satisfaction of employees. C. highlight the power, prestige, and authority the prospect would gain from the purchase. D. try to close the deal with a quick purchase decision. E. create a presentation that would appeal to a risk taker.

stress the product's benefits in terms of its effect on the satisfaction of employees.

Candace enjoys meeting potential buyers. They always have a nice time discussing the products she represents. She assumes that since the prospect will buy when he or she is ready, there is no need for her to be pushy. She never tries to obtain commitment from the buyer because of her fear of rejection. Candace is a(n) _____ salesperson. A. introversive B. submissive C. assertive D. apathetic E. aggressive

submissive

A small appliance manufacturer, trying to build a factory in one Mexican state, offered the governor a bribe of $12,000 to waive off certain environmental regulations for the manufacturing concern. This is an example of: A. collusion. B. subordination. C. capitulation. D. indemnification. E. lubrication.

subordination.

Diva, a large cosmetics company, wants to create a Web site to sell its cosmetics online. The company wants its employees to be trained to maintain the Web site. The CEO also wants an extranet to be created and internal networking facilities to be established for videoconferencing and similar functions. Since the process requires inputs from several different experts, Diva has outsourced the purchase of these services to Maxwell Consultants who will find and hire the people to build Diva's Web site and train its employees as well. Maxwell Consultants will act as a _____ for Diva. A. gatekeeper B. network seller C. strategic analyst D. systems integrator E. functional supplier

systems integrator

Everlast Tire Company has hired a consulting agency, Waddell and Hartley, to acquire the equipment needed to automate its second factory. Waddell and Hartley will be responsible for purchasing all the goods and services necessary for the plant, making sure that they are compatible, and turning them over to Everlast, a facility that is ready to operate. Waddell and Hartley would be called a(n) _____. A. systems integrator B. decentralized agency C. functional supplier D. industrial facilitator E. industrial distributor

systems integrator

Jack is the house manager for his campus chapter of Beta Theta Pi, a social fraternity. He is negotiating with Jackson Hauling for trash pick-up services at the fraternity house. He prefers a three-days-per-week trash pick-up schedule, but he is also willing to accept a two-days-per-week arrangement. While negotiating with the company, he asks for daily trash pick-up service. The three-day trash pick-up schedule is Jack's: A. minimum position. B. target position. C. opening position. D. maximum position. E. average position.

target position.

The selling team from A.C. Doyle Food Service is planning a negotiation session with New Bedford College. The team is hoping to acquire the contract to supply food for the college in the next academic year for $1.4 million. At the start of the session, Doyle's chief negotiator plans to quote $1.65 million, but later decides that they would accept the contract at any amount above $1.3 million. Considering the chief negotiator's decision, $1.4 million is Doyle's: A. minimum position. B. target position. C. opening position. D. maximum position. E. average position.

target position.

The salesperson for BM&M, a company manufacturing automated sawdust screens, was giving a presentation to a buying agent. During the presentation, the salesperson handed the buyer a letter from a pallet manufacturer in Georgia. The letter praised the efficiency of the BM&M screen and was especially complementary of the fact that the screen only has six moving parts. This letter is an example of a(n) _____. A. demonstration B. proposition C. illustration D. attestation E. testimonial

testimonial

"Mr. Smock, here are copies of letters from three owners of flower shops in the area who consistently buy cut flowers from our company. As you can see, they are extremely pleased with our quick delivery and product freshness." The letters this sales representative is showing Mr. Smock are examples of: A. propositions. B. demonstrations. C. illustrations. D. attestations. E. testimonials.

testimonials.

When James sold the protective window bars for the nursing home complex, he specified in the contract that the bars would be shipped FOB factory. According to the UCC, this means that: A. the bars will not leave the manufacturer until payment had been received in full. B. the seller has full title to the bars until the nursing home director receives them. C. the buyer assumes responsibility, cost, and risk for shipping of the bars. D. the seller does not expect payment for the bars until they are installed. E. the delivering company assumes title for the bars while they are in transit.

the buyer assumes responsibility, cost, and risk for shipping of the bars.

If the terms of the contract specify FOB (free on board) factory, then: A. the seller has title until the goods are received at the destination. B. the seller is responsible for any loss during transportation. C. the buyer assumes the responsibility and risk for any loss during transportation. D. the seller does not expect payment for the merchandise until it reaches its destination. E. the goods are being sold on consignment.

the buyer assumes the responsibility and risk for any loss during transportation.

Regan wants to develop a long-term relationship with his customers. To accomplish this objective, Regan will pay close attention to: A. the acquisition and analysis of proposals. B. the definition of the type of product needed. C. the evaluation of product performance. D. the receipt of an order. E. the recognition of a need or problem.

the evaluation of product performance.

The reason information supplied through publicity is usually considered to be more credible than information supplied by a salesperson is that: A. salespeople are considered unethical. B. the information supplied through publicity is perceived to be independent. C. the general public has more information than the average salesperson. D. publicity costs more than personal selling. E. organizations have more control over when information is disseminated through publicity.

the information supplied through publicity is perceived to be independent.

All of the following are reasons why a salesperson may suffer from call reluctance EXCEPT: A. a compulsive need to argue. B. the need to meet a prospecting quota. C. the concern about worst-case scenarios. D. the concern about prospecting over the telephone. E. the fear of losing friends.

the need to meet a prospecting quota.

The question, "Can the lead be approached favorably?" refers to whether: A. the salesperson is able to make a good first impression on most prospects he or she approaches. B. the prospect is merely a lead or is a qualified lead. C. the salesperson has anything to offer the prospect. D. the prospect has the authority to take the deal forward. E. the prospect is accessible to the salesperson.

the prospect is accessible to the salesperson.

According to UCC, orders become contracts to sell when: A. the salesperson quotes the specific terms involved in the purchase. B. goods are transferred from the seller to the buyer for a consideration known as price. C. they are signed by an authorized representative of the salesperson's company. D. money changes hands. E. the title for the product is exchanged.

they are signed by an authorized representative of the salesperson's company.

Effective selling to government agencies requires: A. advertising in The New York Times. B. effective internal controls designed to maximize just-in-time delivery of requests for proposals. C. advanced knowledge of 80-20 ordering procedures. D. thorough knowledge of their unique procurement procedures and rules. E. active listening centered on the gatekeeper's internal satisfaction requirements.

thorough knowledge of their unique procurement procedures and rules.

Sabrina needs to refrain from speaking after asking a prospect a difficult question. Tolerating silence is often important to allow the customer: A. time to think. B. an opportunity to end the meeting. C. to shift from the intimate to the social zone. D. to reveal underlying tension. E. to show his or her anxiety.

time to think.

Salespeople should vary the loudness of their speech: A. to produce recognizable images. B. according to the gatekeeper's instructions. C. to determine their constant inflection point. D. to avoid monotony. E. all of the above.

to avoid monotony.

Pacific Rim Co. sells outdoor furniture, garden and patio accessories, baskets, floral arrangements, and pottery to retail garden nurseries. Its salespeople are known as: A. distributor salespeople. B. trade salespeople. C. runners. D. manufacturers' agents. E. retail salespeople.

trade salespeople.

Questions like "What else do you want to know about our product?" or "How does this offer on our product sound to you?" are examples of: A. trial closes. B. customer needs statements. C. benefit statements. D. noncommittal signals. E. buyer questions.

trial closes.

Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers, he has had trouble with its purchasing agent who seems to resent the fact that Alain was born in France and speaks with a French accent. Alain lost a sale because the Premier agent contended that he couldn't understand Alain's accent. The agent thought Alain had promised delivery in two weeks, and the agent needed the order filled in two days. Due to problems like this and other condescending remarks made by the agent, a _____ is the best option for Alain's company. A. pressure transfer B. conversion C. turnover D. clean sweep E. territory waiver

turnover

April, a sales rep for Beta-Z Equipments, was recently assigned to work with Leapheart construction. Typically, Leapheart purchases about $15,000 worth of materials per quarter from Beta-Z, but since April took over as the sales rep to work with Leapheart, the volume has dropped drastically. Sam, the inventory manager at Leapheart, often ends April's sales calls saying something like, "Look, little lady, I don't need someone like you in here telling me how to build houses. Why don't you just run along and bake some cookies or something." April has been professional in every way, but now her manager believes that the client should be assigned to Wayne. This change is called a: A. pressure transfer. B. conversion. C. turnover. D. clean sweep. E. territory waiver.

turnover.

When Marion convinced a customer to replace his old Pondmaster 1000 aquarium filter with the new and improved Pondmaster 1500, she was engaging in: A. cross-selling. B. upgrading. C. repositioning. D. full-line selling. E. incremental selling.

upgrading.

The best situation, from a negotiation standpoint, would be for both teams to have members who generally: A. use a collaborating mode to resolve conflicts. B. are high in cooperation and low in assertion. C. are low in both cooperation and assertion. D. use an accommodation mode to resolve conflicts. E. use a compromising mode to resolve conflicts.

use a collaborating mode to resolve conflicts.

Ivan sells customized computer software and hardware to small businesses. To make a sale to Anastasia, he has offered to discount $100 if she buys the product immediately. He initially quotes $100 more than his company's list price; his bargain price is the list price. Ivan has: A. acted within a typical salesperson's ethical boundaries. B. incurred a loss for his company. C. tried to use backdoor selling. D. used deception in trying to make a sale. E. none of the above.

used deception in trying to make a sale.

A salesperson can maximize the impact of his or her presentation by: A. providing a lot of numerical data for a client to process and understand. B. using tables instead of graphs, charts, and pie diagrams. C. using current and accurate information. D. designing the slides using a standard red and white template for all clients. E. using a lot of transition effects, clip art, and sound clips.

using current and accurate information.

To make its world famous barbecue, the Smoking Steak restaurant needs a steady supply of good quality hickory wood. Because the Old Smoke House's owner believes in _____, she has used the same wood supplier who has proved satisfactory in the past, for almost fifteen years. A. value loyalty B. reciprocity C. a tying agreement D. price discrimination E. vendor loyalty

vendor loyalty

Even though Vincent has an analytical orientation, he is able to modify his sales presentations to accommodate the styles of his customers. This means that Vincent has a high degree of: A. expressiveness. B. rigidity. C. versatility. D. assertiveness. E. maneuverability.

versatility.