Personal Selling Chapter 6, Personal Selling Chapter 7, Personal Selling Chapter 8, Personal Selling Chapter 9, Personal Selling Chapter 10

Juan, a sales executive, is involved in sales planning for the next eight months. In this case, Juan is making a(n) _____. (A) short-term plan (B) long-term plan (C) annual plan (D) quarterly plan (E) fortnightly plan

B

. _____ are facts that lend believability to claims of value and benefit. (A) Statistics (B) Testimonials (C) Examples (D) Analogies (E) Anecdotes

A

A(n) _____ is needed to ensure that a buyer-seller relationship moves in a positive direction. (A) statement of follow-up action (B) customer value proposition (C) sales call objective (D) understanding of the competitive situation (E) pricing and sales agreement

A

Because buyers make _____ in their decision processes, salespeople should be prepared for it. (A) competitive comparisons (B) rash judgements (C) first impressions (D) price negotiations (E) value propositions

A

Before, during, and after a sale, a selling strategy must focus on: (A) how the customer defines value. (B) persuading the prospect or customer to make a purchase. (C) planning more sales calls on prospective and existing customers. (D) addressing individual customers and different selling situations. (E) providing an overview and background of a firm, with an emphasis on the company's capabilities.

A

Claire is a salesperson for a pharmaceutical company. During sales calls, she often hears the statement, "Give me a couple of weeks to think it over." This statement is an example of a _____. (A) time objection (B) price objection (C) need objection (D) product objection (E) service objection

A

Craig, a salesperson, encounters a situation where two individuals from the buying group disagree on a particular benefit of the product he is presenting. Which of the following tactics should Craig employ in this situation? (A) He should be diplomatic and handle the disagreement during the presentation. (B) He should help resolve the issue at the end of the presentation. (C) He should disregard the issue and continue with his presentation. (D) He should always play an active role in any disagreement that arises. (E) He should not present more information till the issue is resolved.

A

Ethan has a testimonial from a highly respected customer that counters the rumor that Ethan's company does not have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial? (A) Indirect denial (B) Questioning (C) Translation (D) Compensation (E) Third-party reinforcement

A

Harry is a salesperson for Luxa, a car company. During sales dialogues with potential customers, Harry usually talks about Luxa being a premium car company that is extremely popular among the wealthiest people in the world. Harry does this to: (A) appeal to his customers' emotional buying motives. (B) appeal to his customers' rational buying motives. (C) state the benefits of buying a Luxa car. (D) get another appointment from his customers. (E) state his sales agenda to the customers.

A

In the context of building trust through the use of sales dialogue templates, a salesperson can build trust through his or her _____. (A) behavior (B) knowledge of grammar (C) presentation skills (D) simplicity (E) agreement

A

Layla is a salesperson at Mandrin Corp. and is preparing to make a sales call. She should use a check-back after she: (A) finishes a feature-benefit sequence. (B) introduces herself. (C) assesses the prospective buyer's interest. (D) closes the purchase deal with the buyer. (E) finishes the sales presentation.

A

Marcus, a salesperson, consistently has trouble with properly presenting sales aids to prospective buyers. He could probably benefit from using the _____ Sequence. (A) SPES (B) IPSS (C) SIPS (D) IPES (E) SSES

A

Mike is a sales representative for an industrial equipment company. He plans to meet as many prospective buyers as possible in order to reach his sales target. Mike can expect sales resistance from prospects when: (A) they want to avoid the sales interview. (B) they have all the information they require to make a decision. (C) they are not happy with the product they are currently using. (D) they have been properly qualified by him. (E) they recognize a need for the product he is offering

A

The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to: (A) keep the sales dialogue positive. (B) get an order. (C) end the sales dialogue. (D) qualify prospects. (E) deny an objection

A

The question "Would you like to place an order today?" is an example of which type of technique to earn commitment? (A) The direct commitment method (B) The boomerang method (C) The summary commitment method (D) The balance sheet commitment method (E) The alternative choice method

A

When preparing for sales resistance, salespeople should remember that: (A) sales resistance should be treated like a question. (B) sales resistance is not a normal part of the sales process. (C) sales resistance usually reflects a rejection of the product. (D) sales resistance means the buyer is not involved in the presentation. (E) sales resistance means the buyer is not interested in the product.

A

When selling to groups, salespeople should: (A) make periodic eye contact with everyone in the buying group. (B) limit eye contact to the decision makers. (C) avoid answering tough question when the buying group is present. (D) know that not everyone in the buying group is important. (E) take only the opinions of the decision makers into account

A

Which of the following is a reason for the importance of assessing customer satisfaction? (A) Doing so helps build trust with the buyers. (B) Doing so provides competitor information. (C) It is not important as long as the company is profitable. (D) Assessing satisfaction is a ploy used to begin the next sales cycle. (E) Doing so increases a salesperson's competitiveness.

A

Which of the following is the best example of a product feature that would appeal to a buyer's emotional buying motive? (A) "EcoCarry bags are made with eco-friendly materials." (B) "TrendColor shirts are the lowest priced shirts on the market." (C) "LightOS operating system should double your productivity." (D) "PlusBatteries last two days longer than other batteries." (E) "ActiveDay energy drinks keep you awake all day."

A

Which of the following is the best example of a product feature that would appeal to a buyer's rational buying motive? (A) "AlwaysRight watches come with a three-year warranty." (B) "SqueakyClean detergents have a very appealing scent." (C) "ActiveDay coffee is the country's favorite hot drink." (D) "SurroundLoud stereos are used by celebrities." (E) "SparklyWhite toothpaste is the number one toothpaste in the world."

A

Which of the following is the difference between emotional and rational buying motives? (A) The rational buying motives of a prospect are easy to discover, while emotional buying movies are not. (B) Rational buying motives remain the same for all customers, but emotional buying motives change from customer to customer. (C) Customers prioritize their emotional buying motives over their rational buying motives. (D) Every customer may have an emotional buying motive to buy a product, but they may or may not have a rational buying motive. (E) Prospects are more likely to share their emotional buying motives with the salesperson and less likely to share their rational buying motives.

A

While selling sales force automation software, James, a salesperson, says that using the software is like having a secretary that will work for free. James is using a(n) _____. (A) analogy (B) anecdote (C) testimonial (D) example (E) comparison

A

Written sales proposals are better than their verbal counterparts because: (A) they provide a permanent record of claims and intentions. (B) they do not bind a selling organization to anything in particular. (C) they are easy to write and do not take a lot time to put together. (D) they are always more effective than oral presentations. (E) they do not have to vary from customer to customer.

A

. A testimonial written in story form is known as a(n) _____. (A) customer statement (B) case history (C) analogy (D) example (E) comparison

B

. Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the products and services that his company provides for them in order to convert a new customer into a loyal customer. In other words, Ethan looks for ways to: (A) sell more. (B) add value. (C) keep up-to-date. (D) stay competitive. (E) gain more buyers.

B

. Stacey, a salesperson for Zone Technologies, has just heard her prospect make a red light statement. This means that: (A) it is unlikely she will get the sale. (B) she has an objection to handle. (C) she may now ask for the order. (D) the prospect wants her to stop selling. (E) the prospect is ready to make a purchase

B

A good customer value proposition should: (A) have complicated statements with a large number of technical terms. (B) reflect on product or service dimensions that add value. (C) guarantee benefits that cannot be delivered yet. (D) list all the benefits of a salesperson's offerings. (E) be as specific as possible on intangible outcomes.

B

A prospect who _____ will say no during the first few calls to test the salesperson's persistence. (A) resists change because he or she dislikes making decisions (B) objects because it is a matter of custom (C) has not been properly qualified (D) wants to avoid the sales interview (E) fails to recognize a need

B

An analogy is a special form of _____. (A) anecdote (B) comparison (C) analysis (D) proof provider (E) example

B

An executive summary should: (A) make it as easy as possible for a buyer to make a positive purchase decision. (B) spell out a customer's problems, the nature of the proposed solution, and the resulting benefits to the customer. (C) offer a succinct overview and background of a firm, but emphasize only the company's capabilities. (D) emphasize the benefits resulting from the solution and not the product or service being sold. (E) present a sales agreement for a buyer to sign off on and complete.

B

Grace is a salesperson for a software developing company. She makes it a point to know at least three influential people in each of her customers' companies that can influence purchase decisions. In this scenario, which of the four sequential components of effective follow-up is Grace utilizing? (A) Interact (B) Connect (C) Know (D) Relate (E) Encourage

B

Hailey, a salesperson, is presenting a sales dialogue to the buyers from Harter Tech, who want to buy a new range of copiers from Hailey's company. Hailey has found that some of the added features of the product are valued by the buyers. In this scenario, Hailey has identified the _____ of the copier. (A) potential benefit (B) confirmed benefit (C) value proposition (D) hidden feature (E) response check

B

In the context of planning sales dialogues and presentations, which of the following statements is true? (A) It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues and presentations. (B) It is essential to understand the competitive situation while planning sales dialogues and presentations. (C) It is essential to plan sales dialogues and presentations before questioning a buyer using the ADAPT questioning system. (D) It is essential to plan the sales dialogue and presentation in a manner that takes up most of the buyer's time. (E) It is essential to plan the sales dialogue and presentation in a manner that ensures the salesperson gets to speak most of the time.

B

Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson is showing him but expresses concern about the fact that the car's engine is not as powerful as the other cars he was considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern? (A) "Yes, the engine is less powerful, but the car comes with several other options you said you wanted." (B) "Because the engine is less powerful, it is more fuel efficient, and that means your company will save money." (C) "You're mistaken; the engine has the same amount of power as the others you were considering." (D) "Why do you want an engine that has more power?" (E) "Actually, most of our customers think the engine isn't that powerful. But it is as powerful as other cars in the same range."

B

Jim is a newly appointed salesperson for SpickandSpan vacuum cleaners. It is his first day on the job, and he is meeting his first prospective buyer. Which of the following would be the best way for Jim to start the sales dialogue? (A) Jim should talk about the price of his product. (B) Jim should introduce himself and his company. (C) Jim should talk about the features and benefits of his product. (D) Jim should talk about the strengths and weaknesses of SpickandSpan's competitors. (E) Jim should demonstrate his product and help the prospect understand how the product meets his or her needs.

B

Just before moving into the securing commitment and closing stage, a salesperson should: (A) review with the customer all of the product's features and benefits. (B) summarize the confirmed benefits. (C) disclose the price of the product. (D) remind the customer of their concerns. (E) listen to the customer's objections.

B

Katie, a salesperson for Sol Computers, is faced with an objection from one of her prospects. The prospect says that the graphics of the computers do not meet his requirements. Katie listens to the objection and makes it known to her prospect that she has received the message. According to the LAARC method, which of the following should Katie do next? (A) Continue listening (B) Assess the objection (C) Ask confirmatory questions (D) Respond to the objection (E) Change the subject of the conversation

B

Natalie's customers are small business owners who are just starting out and are usually interested in products that help their companies save money. According to the purchase decision process, these prospects are driven primarily by: (A) abstract buying motives. (B) rational buying motives. (C) emotional buying motives. (D) the benefits provided by the product. (E) a combination of rational and emotional buying motives.

B

Response checks and check-backs are most commonly used: (A) after an entire presentation. (B) following the response to an objection. (C) as a way to uncover needs. (D) when setting appointments. (E) to uncover objections.

B

Sally is a relatively experienced salesperson. Her customers want information on all the features, benefits, legal information, and pricing data about the product Sally is selling. She should probably develop a(n) -_____. (A) directed sales presentation (B) written sales proposal (C) organized sales proposal (D) canned sales presentation (E) customized sales presentation

B

Steve, a salesperson at Cann Computer Corp., confirms that his prospective customer needs 50 new computers that offer high-quality graphics. During his sales presentation, Steve should: (A) try to convince the buyer by stating that his company's computers do not offer high-quality graphics but are considerably cheap. (B) try to convince the buyer by stating that his company's computers offer high-quality graphics. (C) try to convince the buyer by demonstrating various features of his company's computers other than high-quality graphics. (D) talk about the graphic capabilities of his company's computers and then offer a quantity discount. (E) talk about how the prospective buyer can still be able to work without high-quality graphics.

B

The statement, "The price is higher than I thought it would be" should be viewed by a salesperson as a _____. (A) direct commitment (B) red light statement (C) trial commitment (D) commitment signal (E) sales objection

B

When delivering group presentations, which of the following communication tips should a salesperson keep in mind? (A) The salesperson should make sure that all disagreements between group members are resolved outside the meeting. (B) The salesperson should avoid scrolling through the presentation and reading it to the group. (C) The salesperson should always play a passive role in discussions between members of the buying group. (D) The salesperson should pace about the room during the sales dialogue. (E) The salesperson should stand to the right of the visual aids whenever possible.

B

Which of the following best describes sales resistance? (A) It is anything a salesperson says that gives the prospect a reason to buy. (B) It is anything the prospect says or does that slows down the buying process. (C) It is the favorable reaction of the prospect to a feature of a product. (D) It is an emotional state brought on through miscommunication. (E) It is an emotional state brought on through misunderstanding.

B

Which of the following guidelines should a salesperson follow during a product demonstration? (A) The salesperson should ensure that the product appears used and worn out. (B) The salesperson should check for problem-free operation. (C) The salesperson should never use the product prior to the demonstration. (D) The salesperson should never anticipate problems. (E) The salesperson should make sure the setup and knockdown are slow.

B

Which of the following is a characteristic of written sales proposals? (A) They do not vary from buyer to buyer and should be tested for effectiveness. (B) They are frequently used in competitive bidding situations. (C) They allow flexibility to adapt to buyer feedback. (D) They are often preferred by inexperienced salespeople. (E) They include memorized and automated presentations.

B

Which of the following is an example of a proof provider? (A) Sales aids (B) Case histories (C) Videos (D) Illustrations (E) Visual materials

B

Which of the following is essential for a sales proposal to be considered effective? (A) The proposal should give customers a financial justification for buying a product. (B) The proposal should have a logical flow that a customer can easily follow. (C) The proposal should be written in a flat and technical manner. (D) The points in the proposal should be boilerplate that use the same wording for all customers. (E) The proposal should be able to appropriately assume what is important to a buyer, without asking the buyer.

B

Which of the following types of sales resistance is most commonly used by buyers? (A) Need objections (B) Price objections (C) Time objections (D) Product objections (E) Source objections

B

. A buyer who says "Your company is too small to meet my needs" is expressing a _____. (A) price objection (B) time objection (C) source objection (D) need objection (E) product objection

C

. Melissa, a salesperson for a cosmetics company, is selling the company's new range of anti-acne products. While selling to prospective customers, she explains how one of her previous customers was hesitant to buy the product initially but was very happy with the results when she finally gave the product a try. In this scenario, Melissa is using the _____ of earning commitment. (A) summary commitment technique (B) probing commitment technique (C) success story commitment technique (D) balance commitment technique (E) alternative commitment technique

C

A buyer expressing resistance because he or she is loyal to another supplier is raising a _____. (A) time objection (B) price objection (C) company objection (D) product objection (E) need objection

C

Drew is a salesperson who is almost always successful during the initial sales dialogue. Prospects usually respond to all of the questions that Drew asks, but he is rarely successful at closing the sale and getting a commitment from them. Drew's failure is most likely due to: (A) his fear of rejection from the prospects. (B) not recognizing that the prospects are busy individuals. (C) not seeking a commitment at the right time. (D) not knowing the prospect's emotional buying motives. (E) not having an appropriate sales call objective.

C

During her sales presentation for her company's latest line of printing equipment, Sue, a salesperson provides prospective buyers with reports from state licensing bureaus and other authoritative, third-party sources. Which of the following proof providers is Sue using? (A) Testimonials (B) Comparisons (C) Statistics (D) Anecdotes (E) Case histories

C

For an effective group sales presentation, a salesperson should: (A) refrain from interacting with the buyers until the end of the presentation. (B) greet the group as a whole after everybody arrives. (C) arrive early and greet individuals personally as they arrive. (D) connect with the buyers at a group level from the very beginning. (E) arrive at the location after the buying group has arrived.

C

In a sales dialogue template, the _____ section lists all key people involved in the buying process, and provides their names, job titles, departments, and roles in the purchase decision. (A) executive summary (B) customer value proposition (C) prospect information (D) sales call objective (E) pricing and sales agreement

C

Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers? (A) Handling complaints when possible (B) Adding value to the selling organization (C) Processing requests for rush deliveries willingly (D) Cutting the price as often as possible (E) Passing customer complaints to higher authorities

C

Ramon is salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Ramon listens to the objection carefully. According to the LAARC method, once Ramon has listened to the customer express his or her objection, he should: (A) continue listening. (B) assess the objection. (C) acknowledge the objection. (D) respond to the objection. (E) ask confirmatory questions.

C

The number-one characteristic found to define a world-class salesperson is someone who: (A) does not follow up with new customers once an order has been placed. (B) fails to consider the importance of developing and maintaining a customer for the company he or she works for. (C) personally manages the customer's satisfaction and is accountable for the customer's desired results. (D) feels his or her job is done once the order is obtained and the sale is closed. (E) handles complaints in a timely and thoughtful manner by delegating the work to other salespeople.

C

When a salesperson asks the buyer "Do you see how this product will benefit your organization?" he or she is using a(n) _____. (A) commitment signal (B) objection (C) trial commitment (D) confirmed benefit (E) summary commitment

C

_____ are proof providers in the form of statements from satisfied users of the selling organization's products and services. (A) Statistics (B) Confirmed benefits (C) Testimonials (D) Analogies (E) Anecdotes

C

. The statement "Let us make a list of the pros and cons associated with purchasing my product" is an example of which of the following types of techniques to earn commitment? (A) The direct commitment technique (B) The boomerang method technique (C) The summary commitment technique (D) The balance sheet commitment technique (E) The alternative choice technique

D

. Which of the following is true of testimonials? (A) They are complaints from current users of a company's products or services. (B) They help prospective buyers decide whether or not they want to move forward with a sales dialogue. (C) They are provided in story form to make it interesting and understandable for prospective buyers. (D) They are similar to statistics but in the form of statements from satisfied users. (E) They can be used even when they are not relevant to prospective buyers.

D

A characteristic or quality of a product is referred to as a(n) _____. (A) anecdote (B) testimonial (C) benefit (D) feature (E) sales aid

D

Andy is a salesperson. His customers are geographically distributed and speak different languages. They have different needs and different ways of interacting with him, such as through phone calls, e-mails, and on social media. Andy would benefit the most from utilizing: (A) a canned sales presentation format to reach them. (B) a written proposal format to reach them. (C) a memorized sales presentation to reach them. (D) an organized sales dialogue to reach them. (E) a boilerplate presentation to reach them.

D

Anthony is a salesperson for Xaim Chemicals and is faced with an objection raised by a buyer. According to the LAARC method, the first thing Anthony needs to do is: (A) forestall. (B) ask for the order. (C) respond to the objection. (D) listen carefully. (E) assess the objection.

D

April, a salesperson, is preparing to present her company's new automatic air conditioner to a buying group. She says, "If the temperature of a room gets too cold or too warm, the air conditioner will automatically adjust its settings and bring the temperature back to the desired state." In this scenario, April has used a(n) _____ to support her presentation. (A) testimonial (B) analogy (C) anecdote (D) example (E) comparison

D

Brian is a salesperson for a payroll processing company. He has found that a few of his prospects raise objections even when it is clear that the solution he is presenting will work and is worth the price. The prospects feel comfortable with their current payroll processing systems, and are hesitant to adopt the new technique proposed by Brian. In this scenario, which of the following is most likely a reason the prospects raise objections? (A) The prospects want to avoid the sales interview. (B) The prospects fail to recognize a need. (C) The prospects lack information. (D) The prospects resist change. (E) The prospects believe the price is too high.

D

During an organized sales dialogue (presentation), a salesperson's ability to propose and develop a customized solution is heavily dependent upon: (A) the salesperson's ability to listen and speak convincingly during needs discovery. (B) the salesperson's spelling and grammar, and ability to speak convincingly. (C) a buyer's ability to uniquely articulate his or her problems and needs. (D) the salesperson's ability to uniquely address a buyer's problems and needs. (E) the salesperson's ability to persuade a prospect or customer to make a purchase.

D

If a salesperson fails to earn a buyer's commitment initially, he or she should: (A) attempt once again to gain the buyer's commitment. (B) thank the buyer for his or her time. (C) attempt to get another appointment with the buyer. (D) ask a series of questions to reveal why the buyer is resistant. (E) explain the features and benefits of the product again.

D

Once a salesperson has an appointment with a prospect and all the objectives have been established, the salesperson should: (A) record specific information on the prospect, such as the company name and key decision makers. (B) introduce him or herself and familiarize the prospect with the salesperson's company. (C) proceed with questions designed to assess the prospect's situation. (D) send the sales agenda to the customer. (E) appeal to the prospect's primary buying motive by presenting the product's benefits.

D

One of the most difficult types of objections to overcome is one based on _____. (A) the price of a product (B) the quality of a product (C) the performance of a product (D) a buyer's loyalty to a competitor (E) a buyer's need for a product

D

The sales message varies little from customer to customer in a(n) _____. (A) directed sales presentation (B) written sales presentation (C) organized sales presentation (D) canned sales presentation (E) impromptu sales presentation

D

The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions. (A) interact (B) connect (C) agree (D) relate (E) plead

D

When preparing printed materials and visuals, a salesperson should: (A) put in as much information as possible. (B) read the presentation directly from the visuals. (C) make sure each visual presents many ideas. (D) check for typographical and spelling errors. (E) use a variety of layouts in the visuals.

D

When selling to a buying group, a salesperson should arrive at the location before the group arrives because: (A) he or she can speak with the decision makers individually before the presentation begins. (B) he or she can greet the group as a whole when the members enter the room. (C) he or she can establish a shared space where everyone is in charge of the meeting. (D) he or she can set up and check equipment and become familiar with the surroundings. (E) he or she can make copies of all the visual material for all the members of the group to look through.

D

Which of the following is a characteristic of good customer value propositions? (A) Good customer value propositions tell a customer what he or she wants to hear. (B) Good customer value propositions make promises and guarantees to ensure that a customer places an order. (C) Good customer value propositions use vague statements that make it easier for a salesperson to make the sale. (D) Good customer value propositions are as specific as possible on tangible outcomes. (E) Good customer value propositions only reflect on the product or service dimensions that a customer will pay for.

D

Which of the following is a tip for preparing visual materials for sales presentations? (A) Never leave any white space. (B) Never use the same format throughout the presentation. (C) Never use less than 14 lines per visual. (D) Never read the presentation directly from the visual. (E) Never use colors for functional purposes.

D

Which of the following is true of eye contact when selling to a buying group? (A) When answering questions, the salesperson should rapidly scan the room from side to side. (B) When asked a question, the salesperson should immediately refer to his notes and sales aids. (C) The salesperson should maintain eye contact with the established decision makers throughout the presentation. (D) The salesperson should connect with each individual for a few seconds over the course of the presentation. (E) The salesperson should look just over the heads of the group while speaking

D

Which of the following sales communications formats requires the least amount of buyer involvement or input? (A) A directed sales presentation (B) A written sales presentation (C) A customized sales presentation (D) A canned sales presentation (E) An organized sales dialogue

D

A straightforward method for earning commitment is the _____. (A) assumptive close method (B) minor-points close method (C) T-account method (D) success story commitment method (E) direct commitment method

E

During a group sales dialogue, salespeople should: (A) ensure the decision maker has heard a question and understands it before answering it. (B) answer questions as concisely as possible to move on with the presentation. (C) answer questions only at the end of the presentation. (D) speak primarily to the person identified as the decision maker. (E) use introductory remarks that recognize the individual interests of those present.

E

Long-term relationships are formed between a buyer and a salesperson when: (A) various employees from a selling organization interact with the buyer. (B) the salesperson provides free samples to the buyer during sales calls. (C) the salesperson gets other employees to handle customer complaints in a timely manner. (D) the salesperson gains a purchase commitment from the buyer. (E) multiple buyer-seller interactions occur in which the seller wins the trust of the buyer.

E

Nessa is a salesperson who has customers that speak different languages and come from different cultures. She finds it difficult to get her customers to trust her because of their ethnic and cultural differences. The best way for Nessa to facilitate trust-building with her customers is: (A) by creating a script to guide the sales dialogue. (B) by sending them a written proposal that demonstrates high standards for excellence in format. (C) by using canned presentations to interact with all her customers. (D) by presenting a timetable to her customers that details a schedule of key implementation events. (E) by making use of a flexible sales dialogue template to guide the sales dialogue.

E

To overpromise and underdeliver to a customer is an example of a(n) _____. (A) enhancer (B) service motivator (C) service quality (D) service strategy (E) detractor

E

When a buyer says, "The problem is that the specifications do not match what we have now," he or she is expressing which of the following types of objections? (A) A time objection (B) A price objection (C) A need objection (D) A company objection (E) A product objection

E

When planning an effective sales presentation, a salesperson must: (A) make sure to focus on the price of his or her product. (B) remember to begin the presentation by asking for an order from the prospect. (C) memorize a script and recite it verbatim. (D) remember that most prospects have the same needs and expectations. (E) focus on customer needs.

E

Which of the following does a salesperson need to do in order to produce an interesting and understandable sales dialogue? (A) He or she should allow another salesperson to take over the presentation halfway through. (B) He or she should provide statistics from unknown sources. (C) He or she should ask for a purchase commitment every five minutes. (D) He or she should demonstrate the benefits and features of the product verbally. (E) He or she should use verbal support elements during the presentation

E

Which of the following states the importance of evaluating sales proposals before submitting them to buyers? (A) Well-written sales proposals guarantee that the buyer will buy the salesperson's product. (B) Well-written sales proposals ensure that the customer agrees with the seller. (C) Well-written sales proposals can appropriately assume what is important to the buyer, without asking the buyer. (D) Well-written sales proposals can be used instead of a sales dialogue and save the salesperson a lot of time. (E) Well-written sales proposals describe all of the seller's fees, prices, and expenses the buyer will incur.

E

After developing strategies and plans, Alice, a salesperson, was asked to analyze her customers' past behaviors, any opportunities to sell complementary products, and the makeups of various customer groups in order to identify areas of opportunity and high interest to customers. In this scenario, which of the following should Alice adopt to perform this task? (A) Deal analytics (B) ABC analysis (C) Portfolio analysis (D) Two-factor analysis (E) Big data analytics

A

In context of the purchase decision process, prospects are most interested in: (A) features that produce benefits addressing their buying motives. (B) the features and benefits that the salesperson reinforces with oral claims. (C) the features and benefits they are familiar with. (D) the features and benefits the salesperson has talked about. (E) the brand and image of the product in the market.

A

Harry is a salesperson at Lenic Technology. When demonstrating the company's new 3D printer to a prospective buyer, Harry should: (A) make sure the product being demonstrated is typical of what is being recommended. (B) list all the features of the product verbally without using the actual product. (C) try to keep the customer from getting too involved in the demonstration of the product. (D) be concerned about his ability to demonstrate the product effectively. (E) apologize in advance for poor appearance and inadequate performance of the product.

A

Dave is a sales executive at Windsor Stock. His current task is to find the customers and prospects who would buy the company's products, discover the location of such customers, and pinpoint those who can influence purchase decisions. In this scenario, Dave is involved in: (A) territory analysis. (B) account classification. (C) sales planning. (D) assessment and evaluation. (E) implementation of plan.

A

. Jennifer, a salesperson for Wog Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. In this scenario, Jennifer uses the _____ method of handling resistance. (A) forestalling (B) direct denial (C) translation (D) questioning (E) compensation

A

. Scott is a salesperson for an automobile manufacturing company. He usually makes an effort to have effective encounters with customers in order to have effective communication between them. He wants his customers to be highly involved in the decision-making process. In this scenario, which of the four sequential components of effective follow-up is Scott utilizing? (A) Interact (B) Connect (C) Understand (D) Relate (E) Encourage

A

. Tracy is a salesperson for Zorc Computers and is having trouble getting sales. Her customers consistently bring up need objections, and she is rarely able to overcome them. In this scenario, chances are Tracy: (A) needs to improve her prospecting and qualifying skills. (B) is not spending enough time presenting the features and benefits of the products. (C) needs to find a way to lower the price of the products. (D) does not know the products well enough to sell them. (E) is working with customers who are loyal to a different supplier.

A

In the context of expediting orders and monitoring installation, salespeople: (A) must track orders and inform customers when there is a delay. (B) must not set estimates on product delivery dates. (C) must not interfere with the installation team and the installation process. (D) must not inform the customer about the reason for delay when the product is delivered. (E) must wait till the delivery day to announce any delays.

A

Jake is a salesperson for a corporate jet manufacturer. From experience, Jake knows that most customers will have questions or concerns after placing an order. Which of the following post-sale follow-up methods is the best way for Jake to provide useful information to his customers? (A) A personal visit (B) A letter (C) An e-mail (D) A handwritten note (E) Social media

A

Laila is very good at getting customers to purchase her company's products by telling them how the products are the best in the world. However, her customers are usually dissatisfied with the performance of the products even though they perform well and sometimes even slightly better than the competitor's products. In this scenario, which of the following is most likely the problem? (A) Laila is setting her customers' expectations too high. (B) Laila's customers are hard to satisfy. (C) Laila is not doing a good job of prospecting. (D) Laila's company makes inferior products. (E) Laila is setting her customers' expectations too low.

A

Maria has placed an order for a tea table at Furnitup Inc. and has specified the shape and dimensions of the table she requires. In this scenario, the sales team at Furnitup should engage in a(n) _____ to meet the specific customer requirement. (A) design and manufacturing partnership (B) shipping and transportation partnership (C) marketing partnership (D) administrative support partnership (E) sales partnership

A

Salespeople teaming with individuals in the marketing department helps: (A) in generating new market offerings. (B) salespeople meet performance and delivery commitments. (C) facilitate express delivery of goods to customers. (D) in performing territory analysis of customers. (E) in transferring customer feedback and complaints.

A

Susan always asks her customers to be candid with her, especially when it comes to their satisfaction. She wants her customers to be honest about how they feel regarding each of the services they avail from her company. In this scenario, Susan: (A) is encouraging critical encounters. (B) is focusing only on getting an order. (C) is hoping the customers will not complain. (D) is discouraging negative feedback. (E) is hoping to get a commitment.

A

Which of the following is the most important dimension of customer service? (A) Communication (B) Critical encounters (C) Resilience (D) Service motivation (E) Anticipation

A

Which of the following questions must a salesperson ask when developing a service strategy? (A) How do customers rate us in terms of their expectations? (B) What can we sell to the buyer in addition to the products already being bought? (C) Can we reduce product prices in order to gain more customers? (D) How do customers rate our products? (E) How do we compete with our competitor's prices?

A

_____ is a teamwork skill that salespeople must apply in the process of building internal partnerships. (A) Attending to the little things (B) Focusing on one's own goal (C) Maintaining the attitude: "Not my way, but your way" (D) Driving a win or lose situation (E) Making the maximum number of sales calls

A

. Which of the following activities should salespeople engage in to enhance customer value? (A) Be tactful in providing opinions (B) Keep in touch with customers to pass on information (C) Ask customers to refer the salesperson to other buyers (D) Do what is right and necessary when asked to by the customer (E) Thank customers only after the sale has been made

B

Anthony, a purchasing agent for a hospital, finds several items missing from a shipment that the hospital received from one of its suppliers. Anthony speaks with a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative who is not as friendly or helpful. Which of the following describes the problem the supplier has with customer service? (A) It is difficult to train customer service representatives. (B) The quality of service provided is inconsistent across customer service agents. (C) The first customer service representative set unrealistic expectations. (D) The first customer service representative needs more training. (E) The first customer service representative is not qualified enough to help buyers.

B

As part of their training, salespeople actually work in production facilities in order to: (A) access and understand the different customer complaints received. (B) understand what has to be done to meet product design and delivery requirements. (C) access account classification information from the production team. (D) ensure that products are safely shipped to customers. (E) gather organizational marketing strategies that serve as guidelines for salespeople.

B

Customers expect: (A) to have to deal with surly salespeople. (B) salespeople to deliver service consistently. (C) salespeople to forget them once the sale is done. (D) salespeople to ask for references. (E) salespeople to not be personally accountable for desired results.

B

Even though salespeople are rarely responsible for installation, which of the following is a reason for them to be present when their products are being installed? (A) This allows the salesperson the opportunity to sell the customer additional products. (B) Installation teams usually do not possess the same relational skills that salespeople do. (C) The salesperson may have to cover up installation- or order-processing mistakes. (D) The salesperson can refer other salespeople to the buyer for additional follow-up sessions. (E) This allows the salesperson to ask for a testimonial for future sales dialogues.

B

For many salespeople, the core products that they are selling provide the same features and benefits as those of their competitors. Which of the following statements is true regarding this sort of competitive environment? (A) The best way to build long-term relationships is to offer the lowest price. (B) The best way to build long-term relationships is to offer superior service quality. (C) Competing on price produces customers who are loyal and easy to keep. (D) This sort of competitive environment is rare. (E) Service quality includes salespeople promising to exceed customer expectations.

B

If a customer places an order for a product which is an urgent requirement, the concerned salesperson should engage in a(n) _____ to meet the customer requirement. (A) design and manufacturing partnership (B) shipping and transportation partnership (C) marketing partnership (D) administrative support partnership (E) sales partnership

B

In self-leadership, the objective of establishing priorities in the form of objectives is to: (A) achieve goals regardless of implementing plans. (B) make better strategic plans. (C) impress one's manager. (D) sell more at low profit. (E) achieve maximum profit.

B

Jamie, a salesperson, is discussing her goals with her coworker. She mentions that she has set an account goal of $30,000. In order to achieve her account goal, Jamie should first set a(n) _____. (A) personal goal (B) sales call goal (C) territory goal (D) enabling goal (E) relationship goal

B

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he was unhappy about the last order he received. While on her way to visit the customer to discuss the problem, Jane decides to review her procedure for handling complaints. What is the first thing she needs to do in order to resolve the customer's complaint? (A) Jane should ask the customer what he would like her to do. (B) Jane should ask the customer to explain the problem and listen carefully to get the whole story. (C) Jane should offer the customer a discount on his next order. (D) Jane should inform the customer that she will not charge him for the order. (E) Jane should ask the customer if he would like her to ask her superior to handle this complaint.

B

Kayla, a salesperson, suggests to her team that the straight-line routing plan would be most appropriate for their accounts. However, Sandra disagrees and says the cloverleaf model would work best for their accounts. Which of the following, if true, would strengthen Kayla's argument? (A) Accounts are concentrated in different parts of the territory. (B) Accounts are located in clusters that are some distance from one another. (C) The territory is highly concentrated with locations controlled by a grid of city blocks. (D) The territory is large, and accounts are clustered into several widely dispersed groups. (E) Accounts are evenly dispersed throughout the territory.

B

Kim does an excellent job of setting objectives for herself. Unfortunately, she rarely devotes any time to strategizing plans to achieve those objectives. In this scenario, Kim is: (A) most likely to be successful. (B) an ineffective self-leader. (C) goal directed. (D) an ineffective route planner. (E) a smart seller

B

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue. In this scenario, the customer service agent should: (A) not have resolved the issue until he or she had the whole story. (B) have been more empathetic to Mathew's situation. (C) have asked Mathew more questions. (D) have agreed to Mathew's demands at the start of the conversation. (E) have asked Mathew to speak to his supervisor.

B

Mel is a salesperson for a technology services company. He is looking for ways to increase cooperation and involvement between his organization and his buyer's organizations. Which of the following activities would be ideal to help Mel achieve this? (A) Mel could conduct seminars for just the buyers of the buying organizations. (B) Mel could have engineers from the buying and selling organizations work together during a sales call. (C) Mel could conduct product demonstrations for groups of buyers. (D) Mel could work with the buying organizations' employees to develop a better product offering. (E) Mel could have buyers write summaries and testimonials of their experiences with his organization.

B

Roger, a sales manager at Pacto Corp., has been assigned a new client for selling Pacto's products and is collaborating with the marketing team to generate a sales proposal. In this scenario, Roger collaborates with the marketing team: (A) because it is the task of marketing executives to develop sales proposals. (B) to gather information about new offerings in the market. (C) to facilitate immediate delivery of Pacto's products to customers. (D) because it is the marketing team that deals with product performance. (E) to ensure that the product quality meets external standards.

B

Salespeople have employed a variety of technology-based salesforce automation tools in order to: (A) help higher authorities manage the storage of diverse types of information. (B) better track the increasingly complex combination of buyer-seller interactions. (C) reduce the number of critical encounters with buyers. (D) maintain contact with and influence the purchase decisions of multiple individuals in the buying organization. (E) develop insight into how more products can be sold to a buyer.

B

Sharon has set a goal of selling her company's product to at least 100 customers and earning $50,000 during the current financial year. According to the five sequential stages of the self-leadership model, Sharon's next step should be to: (A) plot a detailed sales plan. (B) analyze her territory and classify her accounts. (C) assess and evaluate her performance. (D) look for ways to automate the sales process. (E) implement strategies to achieve her goals.

B

The Cloverleaf sales call routing plan is best used when: (A) accounts are located in a straight line. (B) accounts are concentrated in different parts of the territory. (C) accounts are located in linear clusters that are some distance from one another. (D) accounts are in major metropolitan areas. (E) accounts are highly concentrated with locations controlled by a grid of city blocks.

B

Which of the following is a difference between ABC analysis and Portfolio analysis? (A) ABC analysis requires statistical analysis, whereas portfolio analysis does not. (B) ABC analysis uses only one factor, whereas portfolio analysis uses two factors. (C) ABC analysis facilitates data manipulation, whereas portfolio analysis uses exact data. (D) ABC analysis is represented in a matrix form, whereas portfolio analysis is represented as a table. (E) ABC analysis is complex and less common, whereas portfolio analysis is simple and most often used.

B

Which of the following is a user-friendly program that provides salespeople with a convenient option to catalog, search, and access comprehensive information regarding individual accounts? (A) Human capital management software applications (B) Customer relationship management software applications (C) Product lifecycle management software applications (D) Enterprise resource planning software applications (E) Advanced planning and optimization software applications

B

. A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers, but must display _____. (A) indifference (B) motivation (C) resilience (D) apathy (E) diligence

C

Glenn is a salesperson for a beer and wine distributor. One of his customers stated that she is unhappy because her last order contained several broken bottles and was not delivered on time. Which of the following should Glenn do after expressing empathy and taking responsibility for the problem? (A) He should offer the customer a discount on their next order. (B) He should reimburse the customer for the broken bottles. (C) He should ask the customer what he or she would like him to do. (D) He should allow the customer to vent. (E) He should apologize and send more bottles to replace the broken bottles.

C

Harper, a salesperson, uses slides and video presentations when selling computers to a buyers group. He finds that this helps involve the buyers in the presentation and is, in turn, more effective in making the buyers understand the product as well as its features and benefits. Which of the following sales aids does Harper use? (A) Response checks (B) Voice characteristics (C) Electronic materials (D) Product demonstrations (E) Proof providers

C

Henry, a salesperson, calls a prospective buyer in an attempt to sell his company's new air conditioner. The buyer indicates that, for him, the most important benefit of the air conditioner should be that it consumes less electricity. That benefit is referred to as a(n) _____. (A) hidden benefit (B) potential benefit (C) confirmed benefit (D) closed benefit (E) accessory benefit

C

Identify a tip for preparing visual materials for sales presentations. (A) Leave less white space in the visuals. (B) Make sure each visual presents many ideas. (C) Clearly label each visual with titles. (D) Put in as much information as possible. (E) Use a variety of layouts in the visuals.

C

Properly developed goals should be: (A) generic and unspecific. (B) exaggerated. (C) time specific. (D) ambiguous and not challenging. (E) unmeasurable.

C

Which of the following is a benefit of single-factor analysis? (A) It employs a matrix system. (B) It is used for goal setting. (C) It requires no data manipulation. (D) It need not consider several factors. (E) It uses statistical analysis.

C

Which of the following is a requirement of synergistic teamwork? (A) Arbitrary requests by salespeople for special productions (B) Focusing on achieving one's own goal (C) Commitment and mutual trust of all parties (D) The attitude: "Not my way, but your way" (E) Attending only to the big things and neglecting small things

C

. In maintaining and enhancing customer relationships, salespeople are involved in: (A) gaining commitment and not sales follow-up. (B) installing the product if it is technical in nature. (C) passing on customer complaints to higher authorities. (D) performing routine post-sale follow-up activities. (E) neglecting changes in the customer's situation.

D

Jonathan, a salesperson for a food processor manufacturing company, is selling his company's new juicer to prospective customers. Most of his prospects feel that the juicer is too bulky and is not easy to clean. In this scenario, which of the following types of objections are Jonathan's prospects raising? (A) A time objection (B) A price objection (C) A need objection (D) A product objection (E) A source objection

D

. Richa, a sales manager at TM Resources, needs to find new markets in which to sell her company's products. Richa assigns her team of salespeople the task of finding out the location of existing customers and prospects, the products they buy, why they buy, and what influences their purchasing decision. This scenario indicates that the team is currently involved in _____. (A) assessment and evaluation (B) setting goals and objectives (C) account classification (D) territory analysis (E) development and implementation

D

. RidgeCut is a manufacturing company that has several stakeholders all over the world. The company maintains a secure website which is password protected and is not accessible to people outside the organization. Since this affects the company's marketing opportunities, RidgeCut decides to provide secure access to their stakeholders. In this case, RidgeCut should use _____. (A) telecom (B) cybernet (C) intercom (D) extranet (E) intranet

D

. The use of Internet- and intranet-based technologies: (A) fails to build customer relationships. (B) decreases productivity. (C) increases sales meeting durations. (D) shortens the sales cycle. (E) circumvents the need for sales presentations

D

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This fact can be made use of to expand _____ between both the buying and selling organizations. (A) critical encounter (B) service quality (C) service motivation (D) collaborative involvement (E) communication

D

Ella is a salesperson at SalesQuarter Inc. She performs a two-factor analysis for account classification and finds that the accounts are less attractive, offering low opportunity. Ella realizes that her accounts are in a weak competitive position. In this scenario, which of the following selling strategies should Ella follow? (A) She should engage in heavy investment on the resources in this account. (B) she should allocate a moderate level of selling effort in order to maintain the current competitive position. (C) She should make heavy investment in the selling effort in an attempt to strengthen her competitive position. (D) She should use alternatives like telemarketing, direct mail, and the Internet. (E) she should advertise through telemarketing, direct mail, and the Internet.

D

High-tech sales support offices are set up: (A) to limit access to company networks. (B) specifically to minimize the use of technology. (C) to minimize salespeople's need to travel. (D) for both resident and nonresident salespeople. (E) specifically for salespeople employed in IBM.

D

In markets where it's hard to differentiate the core products, more and more companies are turning to _____ as a strategy to acquire and maintain customers. (A) collaborative involvement (B) service motivation (C) resilience (D) service quality (E) reliability

D

Kara has an urgent requirement for a power bank and places an order online. She specifies that she looks forward to receiving the power bank within three days. However, the actual time the company takes to process the request itself is three days. In this scenario, the sales team should engage in a(n) _____ to meet Kara's requirement. (A) sales partnership (B) administrative support partnership (C) marketing partnership (D) shipping and transportation partnership (E) design and manufacturing partnership

D

Which of the following is a feature of portfolio analysis? (A) It is less complex compared to ABC analysis. (B) It is a highly rigid system. (C) It uses only one factor for analysis. (D) It is represented in the form of a matrix. (E) It excludes the competitive position of the seller.

D

Which of the following is true of framing long-term plans? (A) They do not require scheduled meetings and training sessions. (B) They save time by eliminating checkpoints. (C) They are not suited for meeting commitments and deadlines. (D) They provide the basis for shorter time frame plans. (E) They do not allow for the revision of strategies once in process

D

Which of the following stages of self-leadership is referred to as "beginning with the end in mind"? (A) Development and implementation of strategies (B) Tapping technology and automation (C) Territory analysis and account classification (D) Setting goals and objectives (E) Assessment and evaluation

D

. Alan, a salesperson for Wabbi Industrial Equipment, finds most of his customers express resistance based on the fact that Wabbi's delivery time is one week longer than most of its competitors. Alan usually handles that resistance by reviewing with the customers all of the confirmed benefits that the product provides. Alan is using the _____ method for handling resistance. (A) forestalling (B) direct denial (C) translation (D) questioning (E) compensation

E

A good example of a statement that would improve a salesperson's chances of getting an appointment is: (A) "Our product will increase your revenue in a year." (B) "Our product is popular among all your competitors." (C) "Our product will speed up all your production-related activities." (D) "Our product is easy to use and requires minimum maintenance." (E) "Our product will increase your profit margins by 12 percent in a year."

E

For a salesperson, achieving personal goals depends directly upon achieving his or her _____. (A) relationship goals (B) enabling goals (C) emotional goals (D) lifetime goals (E) territory goals

E

Roger, a sales executive, has completed a survey of his selling area; he has located existing customers and prospects, discovered their interests, and understands their motivation for buying products. He has also segregated these customers and prospects into categories based on their potential as customers. In this scenario, Roger's next step should be to: (A) establish a territory routing plan. (B) assess and evaluate his product. (C) tap technology and automation processes. (D) set goals and objectives. (E) develop and implement plans.

E

The process of sales planning should ideally start with a long-term plan because: (A) short-term plans do not include checkpoints. (B) they do not require scheduled meetings and training sessions. (C) short-term plans are usually ineffective. (D) they eliminate the requirement for shorter time frame plans. (E) they highlight commitments and deadlines.

E

When competitive position is strong: (A) accounts should advertise through telemarketing, direct mail, and the Internet. (B) accounts should advertise through posters, radios, billboards, and newspapers. (C) accounts should receive minimal personal selling effort since their competitive position is already strong. (D) accounts should receive a heavy investment where it is possible to strengthen the seller's competitive position. (E) accounts should receive a heavy investment of effort and resources.

E

Which of the following is characteristic of single-factor analysis? (A) It employs a complex matrix system. (B) Its usage recommends data manipulation. (C) It requires extensive statistical analysis. (D) Its complexity has made it less popular. (E) It classifies accounts on the basis of sales potential.

E

Which of the following is true of territory analysis? (A) It employs single-factor analysis. (B) It involves placing customers into categories. (C) It demands setting realistic goals. (D) It requires achieving territory goals. (E) It provides the input for account classification.

E

With respect to training customer personnel, salespeople should: (A) leave the training to the training experts. (B) encourage customers to provide their own training. (C) always use it as a bargaining tool when trying to get the buyer to make a purchase. (D) be involved directly or indirectly in the training process unless otherwise specified by the customer. (E) schedule the training sessions as conveniently as possible for the customer.

E