BUAD470 final

T/F Prospective buyers are always consciously aware of their most important needs.

False

T/F Women salespeople should never wear flip-flops.

True

T/F Salespeople who use impromptu presentations do not make any advance preparations.

False

T/F Using a memorized presentation can be a confidence builder for the inexperienced salesperson.

True

T/F Visual materials that are available online should be formatted so that they are accessible by smartphones and other such devices and are able to be re-tweeted easily.

True

T/F When a customer considers price, they are really considering several factors including discounts, promotional allowances, and after-the-sale services.

True

T/F When attempting a close, avoid words such as if or should because they are conditional and block closing action.

True

T/F When making a presentation, the salesperson should introduce the presentation in a way that opens a series of "files" in the mind of the prospect that are then filled with information during the presentation process.

True

T/F When positioning a product, a company should focus on a particular marketing segment with targeted promotional efforts.

True

Neurolinguistic programming analyzes ________ to identify a person's dominant mode of perception. a. Eye movements. b. Gestures. c. Voice. d. Personality. e. Body language.

a. Eye movements.

T/F A trial close uses closed-ended questions to gain the prospect's agreement on the key points of the presentation.

False

T/F According to the book, Open the Mind, Close the Sale, one of the biggest mistakes in selling is the salesperson's failure to anticipate the prospect's objections.

False

T/F As a salesperson, you should always initiate a handshake with a new client.

False

T/F Because success is progressive, you cannot be immediately successful just by choosing goals that are personally fulfilling and then beginning to work toward them.

False

T/F By measuring one's self-worth by the number of sales made each year, a sales professional will continue to strive to be the best.

False

T/F College students responding to more recent surveys still support the established view that a sales career is a frustrating type of profession.

False

T/F Companies operating in the United States are now required to issue ethics statements and enforce them by law.

False

T/F Conducting a detailed time-analysis study once a week is a wise use of your time.

False

T/F Creative selling is an important part of what an order-taker does.

False

T/F Drivers will not feel fully informed unless you make a very long presentation.

False

T/F Fear motivation has no value in a professional sales operation.

False

T/F Groupthink is the philosophy of becoming totally caught up in winning for the sheer joy of victory and a dislike of losing.

False

T/F If a customer asks questions or isn't sure the salesperson's product can meet his or her needs, the salesperson should simply move on to a new prospect.

False

T/F If a potential customer doesn't ask about the product's performance, it's best not to get the sales presentation off track by explaining performance details.

False

T/F If an objection is raised even after you have addressed it earlier in the presentation, it is likely you did not properly qualify the prospect.

False

T/F If you are working overtime on a regular basis, this is a sign that your company is taking advantage of you.

False

T/F If you really listen, you can pinpoint what the source of the objection is. This type of listening, called passive listening, will help you to better explain what you are selling and why.

False

T/F It is sometimes necessary to argue with a prospect to preserve one's credibility.

False

T/F Learning about your prospect before a meeting will make small talk awkward and predictable.

False

T/F Members of an organization's buying center will always include the buyers, influencers, and deciders but not necessarily the users of the product.

False

T/F Most companies have historically spent several weeks each year on ongoing sales training.

False

T/F Most customers are not trying to decide which products to buy (yours or the competition's); instead, they are weighing the advantages of buying versus not buying.

False

T/F Most prospects or clients are concerned about features, not benefits.

False

T/F Once your brand is firmly established and selling well, a new competitor's marketing strategy poses no real threat to your recognized brand.

False

T/F Open-ended questions are the best type to use first in an initial meeting with a new prospect because they reduce prospect tension and are relatively easy to answer.

False

T/F Product knowledge should begin with knowledge of the competition.

False

T/F Relationship salespeople know that unless an occurrence that disrupts their work is related to their planned sales calls and follow-ups that day, it should be viewed as an interruption.

False

T/F Salespeople who really know their product and its specifications do not need to be concerned with how their product line is positioned in the marketplace.

False

T/F Social media is not yet effective as a research tool when looking for a career position in sales.

False

T/F Taking advantage of your knowledge of neurolinguistic programming to gain a financial advantage in a transaction is an appropriate use of the information.

False

T/F The Pareto Principle states that 20 percent of the value or frustration of any group of related items is generally concentrated in 80 percent of them.

False

T/F The Will Buy Line (WBL) details the percentage of prospects that responds favorably to early attempts to close.

False

T/F The definition of personal selling used in the textbook is not broad enough to include every type of sales situation.

False

T/F The most common symbols used in delivering messages are the salesperson's reputation, mood of the moment, and proxemics.

False

T/F The primary message of the book The Power of Ethical Management is that cheating to win is a common business practice.

False

T/F To break the ice, you should have several generic compliments prepared that you can use with any prospect.

False

T/F To recover from an interruption during a sales call, the salesperson should continue with the presentation as if nothing happened.

False

T/F When using a case history in your presentation, it is acceptable to embellish a story as long as it makes your point.

False

T/F When you use an integrated system to track your master calendar and daily to-do list, you can begin each day by marking off what was completed the day before.

False

T/F Gaps in their salesperson skills supply chain have been cited as a top five challenge by more than 70 percent of organizations.

True

T/F If the prospect is really objecting to the overall cost of the product, a logical response may be to break the total cost down over a period of time.

True

T/F In sales, more than in most other professions, time management is a matter of personal responsibility.

True

T/F Information can clutter your mind. Rather than trying to remember important details, write them down.

True

T/F More than 80 percent of salespeople are "pilers," meaning they stack their paperwork rather than file it.

True

T/F Most objections that an experienced salesperson encounters are not original.

True

T/F No matter how much you know about a prospect before a sales call, you can never be sure what kind of situation to expect when you arrive.

True

T/F One principle to follow in using a demonstration as a part of your sales presentation is to concentrate the prospect's attention on what you are saying.

True

T/F Over 50 percent of companies offer sales staff training no more than four times a year.

True

T/F Priorities relate to what a person considers important, and they are associated with the dimension of responsiveness.

True

T/F The most common mistake salespeople make is not understanding how prospects think and make decisions.

True

T/F The sale has been made or lost long before the time arrives to ask the closing question and to sign the agreement.

True

T/F A staggering 88 percent of salespeople ultimately fail to ask for the prospect's business during a presentation.

False

There are four levels of physical closeness that a salesperson must take into account when working with a prospective buyer. What is considered the optimal distance from a prospect when one is just beginning the sales relationship and has not yet established a personal and comfortable relationship with the buyer? a. 2 to 4 feet b. 4 to 12 feet c. 16 to 20 feet d. 2 feet e. 12 to 16 feet

b. 4 to 12 feet

A recent survey showed that ________ percent of salespeople are pilers; that is, they regularly stack up their paperwork instead of filing it. a. 64 b. 84 c. 74 d. 94 e. None of these are realistic percentages.

b. 84

A professional salesperson who wants variety in a sales career finds it by a. Moving up to sales management as quickly as possible. b. Changing jobs as often as possible. c. Working in different environments and situations and with prospects having a wide range of personalities. d. Asking for a new sales territory every year. e. Concentrating, one week at a time, on each of the different products that the company offers.

c. Working in different environments and situations and with prospects having a wide range of personalities.

Which of the following is NOT something a salesperson should do to get back on track after an interruption? a. Review the last major point that was being discussed. b. Summarize the key points that had been discussed. c. Write down everything that had been discussed before the interruption. d. Be sure that the prospect is refocused and paying attention before proceeding. e. Restate and confirm agreement on any concerns that had been discovered.

c. Write down everything that had been discussed before the interruption.

The ________ close works well with indecisive buyers who tend to be nervous about making a final decision. a. Continuous-yes b. Impending-event c. Direct d. Assumptive e. Call-back

d. Assumptive

Using the "continuous yes" closing strategy can actually begin during need discovery with a question like, a. "Can you picture this product working for you?" b. "Once I finish my presentation, will you be ready to make a decision?" c. "What do you need to know in order to make a decision today?" d. "I'd like to ask you a few questions that help me understand your needs. Would that be okay?" e. All of these questions seem appropriate at the start of need discovery.

d. "I'd like to ask you a few questions that help me understand your needs. Would that be okay?"

Most objections an experienced salesperson hears are not original. In fact, ________ of buyers will give you the same five or six objections. a. 20% b. 60% c. 35% d. 80% e. 45%

d. 80%

Which of the following nonverbal language characteristics does not affect your first impression of another person? a. Accessories. b. Posture. c. Clothing. d. Grooming. e. All of the above affect your first impression.

e. All of the above affect your first impression.

"I really don't foresee making an "A" in Finance. As I analyze the textbook, the language looks obscure, and I have a hard time putting the information into the proper perspective. Although I study, it all seems sketchy to me." This student is using a(n) ________ mode of perception. a. Positive b. Auditory c. Kinesthetic d. Negative e. Visual

e. Visual

T/F If a prospect's office is disorganized with jumbled stacks of paper, the wall decorations emphasize achievement, and the seating arrangements are comfortable and convenient, this is probably the office of an amiable.

False

T/F In order to best manage your time, you should avoid interruptions for at least four hours every day.

False

T/F Roger is leaning back in his chair with both hands behind his head. He is signaling to you that he is no longer interested in what you are saying.

False

T/F The use of complicated jargon without providing clarification is called pedagogy.

False

T/F There are four types of objections: The searcher, the stopper, the seeker, and the hostile objection.

False

T/F To be most efficient at the jobs you like least, tackle them first thing in the morning and get them out of the way.

False

T/F "A" priorities are the most pressing activities because they must be done by a specific date.

True

T/F A company should train its salespeople so that they are product or service experts who are capable of providing informed solutions to customers.

True

T/F A continuous yes closing technique operates similarly to using tie-down questions by getting the prospect to agree to minor points throughout the presentation.

True

T/F A customer's reason for buying is more important than a salesperson's selling skills.

True

T/F A feature is any fact about a product or service that is true whether or not the product or service is ever bought.

True

T/F A good salesperson is able to adjust his or her own social style to adapt to the style of a prospect.

True

T/F A product can gain a differential competitive advantage by being accompanied by sales or service methods that are different than what another company may be offering.

True

T/F According to Deming's 85-15 Rule, there is an 85 percent chance the system is at fault.

True

T/F According to neurolinguistic studies, a person looking down and to the left is having an internal dialogue.

True

T/F An encoded message may include words, pictures, numbers, sounds and physical actions.

True

T/F An individual who just made a purchase may experience buyer's remorse, also known as cognitive dissonance.

True

T/F Analytical people like to consider the pros and cons when evaluating a decision.

True

T/F Because every minute has sixty seconds and every hour has sixty minutes, time itself cannot be managed.

True

T/F Combining a master calendar and to-do list into one file is known as an integrated system.

True

T/F E-learning is not where it needs to be in terms of interpersonal sales training.

True

T/F Effective salespeople, compared to less successful colleagues, tend to employ relaxed body posture, modulated vocal tones, and smooth gestures.

True

T/F Except for the most casual of conversations, everybody sells every day.

True

T/F Freeing your mind of clutter and maintaining your concentration are the keys to productivity.

True

T/F Gaining product knowledge is an ongoing activity.

True

T/F If you are unsure of your own ethical standards, you are more likely to succumb to outside influence when making a decision.

True

T/F In order to remain competitive, companies must employ their sales force effectively and strategically.

True

T/F In responding to an objection, a salesperson should provide just enough information to satisfy the prospect.

True

T/F It is acceptable to deflect an excuse being raised as an objection by offering to answer it only after the presentation is complete.

True

T/F Jenna is continually finding that her prospects fail to understand her message. She could be experiencing a phenomena called technical erudition.

True

T/F One option in dealing with an objection is to simply not answer if you think it is an excuse.

True

T/F Salespeople become solutions providers when they understand not only the challenges that customers face, but also how the business world operates today.

True

T/F Smartphones make great travel companions because they provide communication, acquisition of data, and access to your calendar.

True

T/F Sometimes salespeople hesitate to ask questions because they are afraid the prospect will refuse to answer.

True

T/F The "commitment question" seeks to determine how involved the prospect intends to be during the post-sale period and what type of follow-up might be expected.

True

T/F The Internet allows consumers to compare products and services much more easily than previously possible.

True

T/F The emphasis on studying social styles is on surface behavior, not on an in-depth personality analysis.

True

T/F The second step in the relationship cycle of selling is identifying needs.

True

How long will it usually take a salesperson to correct a negative first impression that is given to the prospect? a. 4 minutes. b. 60-75 minutes. c. 10 minutes. d. It is very difficult to correct a negative first impression. e. It will take another sales call before communication can truly begin.

a. 4 minutes.

Research indicates that prospects will likely say "no" ________ times before they actually agree to make a purchase. a. 5 b. 8 c. 3 d. 7 e. 2

a. 5

Which of the following is not an element of a unit of conviction? a. A detailed proposal outlining specifications, prices, terms and conditions. b. A feature of your product or service. c. Evidence to support your claims. d. A list of satisfied references who have used your products and services. e. The benefits the feature provides.

a. A detailed proposal outlining specifications, prices, terms and conditions.

The job of the detail salesperson for a pharmaceutical company is to visit physicians and provide information about their prescription drugs. This sales job is referred to as a. A missionary salesperson. b. An outside order getter. c. An inside order taker. d. A creative salesperson. e. A technical support salesperson.

a. A missionary salesperson.

This behavioral style likes to ask and be a part of the team and is low in assertiveness but very high in responsiveness. a. Amiable. b. Expressive. c. Practical. d. Analytical. e. Driver.

a. Amiable.

A successful salesperson possesses all of the following traits except a. An extremely high level of assertiveness. b. The ability to win the trust and confidence of others. c. High ethical standards in dealing with others. d. A strong, positive self-image. e. Sensitivity to the needs of others.

a. An extremely high level of assertiveness.

The salesperson whose work involves responding or reacting to customers expressed desires is most likely to be a. An order taker. b. Involved in order processing. c. An order getter. d. Involved in new business selling. e. A clerical salesperson.

a. An order taker.

I am conservative and avoid taking risks by doing a lot of research before making decisions. I take action based on facts rather than feelings. I am a(n) a. Analytical. b. Driver. c. Assertive. d. Amiable. e. Expressive.

a. Analytical.

Denise is a sales associate with a burning desire to learn about her company's competitors. What sort of information should she find most helpful when dealing with potential clients who may also be looking at her competitors' products? a. Anything that shows how her company's products are differentiated from the competitors. b. Discussions with other salespeople who may have dealt with customer objections and questions. c. Corporate literature that explains the competition's marketing strategy. d. In-depth interviews with potential customers to learn about their company's needs and future growth plans. e. Internet research that provides insight into general market conditions for her products.

a. Anything that shows how her company's products are differentiated from the competitors.

Which of the following is not an element of a complete unit of conviction? a. Asking for the prospect's business. b. Benefits of a specific feature. c. A product or service feature. d. A transitional phrase. e. Testimonials and demonstrations.

a. Asking for the prospect's business.

________ individuals attempt to control situations, including the thoughts and actions of others. a. Assertive b. Expressive c. Analytical d. Versatile e. Responsive

a. Assertive

Salespeople will be least likely to be found in violation of government regulation by a. Being familiar with company guidelines, federal, and state laws, and then following them all carefully. b. Establishing their own ethical standards and applying them logically to each situation. c. Knowing and following the provisions of the laws of the state in which they live. d. Knowing the provisions of federal regulations and following them. e. Following the company guidelines exactly; the company alone is responsible if salespeople have broken any company rules.

a. Being familiar with company guidelines, federal, and state laws, and then following them all carefully.

If a prospect hesitates at the close, it is best for the salesperson to a. Communicate respect for the prospect's decision, but continue selling. b. Let the prospect make the next move. c. Offer a discount. d. Indicate that the prospect is not acting in his or her company's best interest. e. Tell the prospect that the offer is only good for 24 hours.

a. Communicate respect for the prospect's decision, but continue selling.

The method for handling objections whereby a salesperson admits a product's or service's disadvantages while proceeding to point out additional benefits is known as the a. Compensation or counterbalance method. b. Apologetic method. c. Feel, felt, found method. d. Denial method. e. Boomerang method.

a. Compensation or counterbalance method.

T/F Because most web-based sales training platforms provide training to one person at a time, there is little opportunity for participants to interact.

False

T/F Ethical salespeople follow the rules of their company regardless of the consequences to their customers.

False

T/F "You represent a new company, and I don't know anyone who has any experience with you," is a form of a hidden objection to the salesperson.

False

T/F A closing question is any question used in a close.

False

T/F A consistent brand image is difficult to maintain once you engage in using social media to market your product.

False

T/F A failure to close is a result of the salesperson's lack of skill in this crucial sales step.

False

T/F A good reputation can be quickly built thanks to social media.

False

T/F A manager who reprimands his workers when they underperform is engaging in workplace harassment.

False

T/F A price question that is asked at the beginning of the presentation should be answered when it is brought up, or you will make it appear as though you are hiding something.

False

T/F A salesperson who is confident and expects to make the sale will be perceived as arrogant.

False

T/F According to the closing curve, once the Will Buy Line (WBL) has been passed, it becomes increasingly easier to close the sale.

False

T/F Amiable personalities are task-oriented and objective; they are technical specialists.

False

T/F As a salesperson, your most productive time is spent researching your competitors.

False

T/F B2B purchases decisions are very rational and most of the time involve few, if any, emotional reasons for buying.

False

You are an advertising account executive presenting your ideas to a potential customer. You expressed your ideas thoroughly and feel you have met the customer's needs. You conclude your presentation by telling the customer, "Let's run your first ad beginning Friday of this week." This is a good example of the ________close. a. Direct b. Serial order c. Summary d. Impending event e. Balance sheet

a. Direct

Being determined, pragmatic, efficient, harsh and dominating are some strengths and weaknesses associated with which social style? a. Driver. b. Analytical. c. Practical. d. Amiable. e. Expressive.

a. Driver.

I want to know what's in it for me; I exhibit significant emotional control; I get things done fast and enjoy competing with and challenging others. I am a(n) a. Driver. b. Analytical. c. Assertive. d. Expressive. e. Amiable.

a. Driver.

Protecting the individual from self-destruction or harm and protecting society from undesirable behavior are benefits of a. Fear motivation. b. Practical motivation. c. Attitude motivation. d. Incentive motivation. e. Incremental motivation.

a. Fear motivation.

A buying center a. Includes both actual decision makers, potential users of the product to be purchased, and other members of the organization who perform some function that serves or influences decision makers. b. Indicates a wholesale warehouse where buyers come to see displays and choose products they wish to buy. c. Is a term that is applied only to for-profit organizations and their buying activities. d. Is defined as committee of people in an organization who give advice to others about a particular purchase or group of purchases. e. Refers to a marketing plan that uses a large hall or building in which various companies in a single industry exhibit their products for buyers to compare and purchase.

a. Includes both actual decision makers, potential users of the product to be purchased, and other members of the organization who perform some function that serves or influences decision makers.

Concentrating on performing promotional activities and introducing products are the fundamental responsibilities of the a. Missionary salesperson. b. Service salesperson. c. Order taker. d. Industrial products salesperson/non-technical. e. Sales engineer.

a. Missionary salesperson.

A summary close is especially effective when the prospect a. Must defend the purchase to someone else. b. Has forgotten some key points from the presentation. c. Has raised price objections. d. Is confused about the content of your presentation. e. Needs to consider new benefits and features.

a. Must defend the purchase to someone else.

A salesperson who wants to succeed in selling a. Must remember that the purpose of selling is to help buyers find solutions. b. Must stay ahead of the competition. c. Should not have high ethical standards. d. Will likely have to make some moral compromises. e. Should be prepared to follow instructions without question.

a. Must remember that the purpose of selling is to help buyers find solutions.

Attitude motivation is really self-motivation. Generally speaking, what is the key factor that sustains this type of motivation? a. Possessing a strong self-image and believing in the possibility of success. b. An internal drive to succeed at all costs. c. The desire to hold on to employment in a competitive field. d. The desire to reach and remain at the top of the sales team. e. Acceptance that whatever happens in life is outside of a salesperson's direct control.

a. Possessing a strong self-image and believing in the possibility of success.

Which of the following statements regarding personal selling is correct? a. Professional salespeople are among the highest paid employees of a company. b. Professional selling does not require a continuing learning process. c. Persuasion is only considered selling when there is an actual exchange of money involved. d. New and improved products are usually accepted automatically. e. All of the above are correct statements.

a. Professional salespeople are among the highest paid employees of a company.

Employing the use of ________ is the best tool for keeping the sales appointment on track and moving toward a successful close, while also giving the prospect the feeling of remaining in control of the situation. a. Questioning b. Perseverance c. Enthusiasm d. Resourcefulness e. Empathy

a. Questioning

If you want financial and career security, you should be aware that a. Salespeople have a particularly good opportunity to exercise a direct effect on their income and security by their own efforts. b. Jobs for salespersons have failed to recover from the most recent recession compared to jobs in other sectors. c. A salesperson who is dissatisfied with one sales position is likely to find difficulty changing companies. d. Personal initiative is frowned upon by most companies. e. Securing a job in sales is difficult even for those with demonstrated ability.

a. Salespeople have a particularly good opportunity to exercise a direct effect on their income and security by their own efforts.

Most Americans embrace three basic guidelines for defining ethical behavior, including all except a. Survival of the fittest. b. Universal nature. c. Responsibility for one's actions. d. Truth telling. e. None of the above.

a. Survival of the fittest.

Closing is best regarded as a. The natural conclusion to a successful sales presentation. b. A separate event that occurs at the end of the sales interview. c. A portion of the presentation that is best postponed as long as possible. d. A necessary evil in selling. e. The portion of the presentation that should be initiated by the prospect.

a. The natural conclusion to a successful sales presentation.

One of the first steps toward being organized is to remove as much clutter as possible from your life and living space. Which of the following is not part of the plan to remove clutter? a. Throw most of the clutter that you collect in the waste basket. b. After handling priorities, set up working categories for the rest. c. Collect all the clutter from your car, briefcase, pockets, etc. d. Sort the clutter into two categories: critical and someday material. e. After sorting clutter, deal with priorities first.

a. Throw most of the clutter that you collect in the waste basket.

James delivers and restocks a variety of soft drink and snack products for grocery and convenience stores. What type of selling is James involved in? a. Trade selling. b. Technical selling. c. Direct selling. d. Missionary selling. e. New business selling.

a. Trade selling.

Our society would disintegrate into a "dog-eat-dog" environment if which of these three basic ethical guidelines were not in place? a. Truth telling, universal nature, responsibility for one's actions. b. Responsibility for one's actions, objectivity, universal nature. c. Truth telling, subjectivity, responsibility for one's actions. d. Universal nature, truth telling, objectivity. e. None of the above.

a. Truth telling, universal nature, responsibility for one's actions.

If a meeting environment is inappropriate for computer or audio-visual presentations, a salesperson should a. Use an organizer or flip chart presentation. b. Reschedule the meeting. c. Simply stand at a podium and talk. d. Always move the meeting site. e. Never call attention to the problem.

a. Use an organizer or flip chart presentation.

Which of the various factors that influence the effectiveness of communication is the most difficult for a salesperson to control? a. Visual factors. b. Timing. c. Listening to the client. d. The tone of voice. e. Words.

a. Visual factors.

Aaron is discouraged by his poor sales performance. He feels he has not been supported adequately by his sales manager or colleagues and that the software his company uses to track new prospects is out of date. He strongly suspects that until these factors change, his performance won't improve. Aaron would NOT agree with which of the following statements? a. What I am is a result of how I react to what's going on in my environment, and my reactions are my choice. b. What I am is a result of how I react to my external situation, and there is nothing I can do about it. c. What I am is a result of external factors over which I have little control. d. What I am is a result of elements in my environment, but I can react to them positively. e. What I am will change when my environment and colleagues become more supportive of my efforts.

a. What I am is a result of how I react to what's going on in my environment, and my reactions are my choice.

A behavioral style that is used in moderation is seen as a. A weakness. b. A strength. c. An over-extension. d. The norm for most human behavior. e. A possible problem if it is relied on exclusively.

b. A strength.

Building customer relations and good will is the responsibility of a. Research and development. b. All company employees. c. The sales team. d. The accounting department e. Customer service staff.

b. All company employees.

The development of a code of ethics can be helpful to an organization in answering questions dealing with ethics in selling. The most practical codes of ethics a. Do not exist, because most codes of ethics are impractical in our society where opinions of what is ethical vary so greatly. b. Are written codes guiding salespeople in most situations they may be faced with and giving them the discretion to use some personal judgments. c. Are ones that draw a fine line of distinction between what is ethical and what is not ethical. d. Are broad in its statements regarding what is considered ethical conduct by the employer, leaving the decision largely to the salesperson. e. None of the above.

b. Are written codes guiding salespeople in most situations they may be faced with and giving them the discretion to use some personal judgments.

The final step in the six-step plan for identifying objections is a. Selecting a specific technique to handle the objection. b. Attempting to close. c. Acknowledging the prospect's point of view. d. Answering the objection. e. Hearing the prospect out.

b. Attempting to close.

An immediate answer to an objection best accomplishes which of the following? a. Avoids future confrontation and shows objectivity. b. Demonstrates sincerity, eliminates distraction, and prevents the inference that you cannot answer. c. Emphasizes the irrelevance of the objection. d. Gives you time to build up support for your answer. e. Allows you to present more benefits to support the answer.

b. Demonstrates sincerity, eliminates distraction, and prevents the inference that you cannot answer.

________ is the ability to understand another person's concerns, opinions, and needs, whether sharing them or not. a. Sympathy b. Empathy c. Compassion d. Enthusiasm e. Antipathy

b. Empathy

This style really identifies with others who use the product a salesperson is selling. a. Analyticals. b. Expressives. c. Drivers. d. Amiables. e. None of the above.

b. Expressives.

Jennifer Golin is the buyer for Acme Manufacturing. Matt Ballard is giving her some sales information about a new line of products he is carrying. She is sitting rigidly in her chair with her body withdrawn, leaning back with her arms and legs crossed, and her eyes are glancing sideways. What is her body language really saying? a. Matt is really nice, but I'm busy. I wish he'd hurry up and go. b. I really don't know that I have any need for this product right now; it doesn't seem like it's right for our company. c. I am really interested in what you're saying, but I don't have time to discuss it right now. d. This is really boring; when can I ask this guy to leave? e. This is great stuff; I want to hear more.

b. I really don't know that I have any need for this product right now; it doesn't seem like it's right for our company.

A salesperson informs a good customer, "I would recommend buying now because my company expects a 10 percent increase in product prices effective the first of the month." This represents the ________ close. a. Special inducement b. Impending event c. Assumptive or minor point d. Trial order e. Indirect request

b. Impending event

Which of the following is an example of whistle-blowing? a. Informing consumers of the hazards involved in improper use of a product. b. Informing authorities of illegal behavior practiced by your company. c. Telling customers to hold their orders due to a special price that will be soon be offered. d. Informing customers that a competitor is offering a product that can be hazardous. e. All of these are examples of whistle-blowing.

b. Informing authorities of illegal behavior practiced by your company.

Which of the following statements regarding neurolinguistic programming is not true? NLP is a method of communication that a. Makes use of eye movements and verbal signals to perceive how a person is thinking. b. Is often used by sales managers in sales training to enhance the skills of their salespeople. c. When used properly can reduce the time needed to develop trust and rapport between two individuals. d. Can be used to discover how a person is thinking and influences how that person will react and make decisions. e. Involves three major modes of perception from which we choose a favorite to view the world and our experiences in it.

b. Is often used by sales managers in sales training to enhance the skills of their salespeople.

Which of the following statements is true? As a representative of the company, the salesperson a. Bears no legal responsibility to the customer but finds it ethically rewarding to create a trustworthy reputation. b. Is, along with the company, both legally and ethically responsible for all claims made to the customer about the product or service. c. Alone is both legally and ethically responsible for all statements and/or claims made to the customer about the product or service. d. Has no real ethical or legal responsibility to the customer in the area of claims made for the product. e. Is ethically responsible for claims made to the customer, but the company bears all legal responsibility for delivering what the salesperson promised.

b. Is, along with the company, both legally and ethically responsible for all claims made to the customer about the product or service.

Product knowledge includes thorough knowledge of the manufacturing process. Let's say you sell Rolls Royce automobiles. Which of the following statements is the least effective way to use manufacturing information to help you sell the car? a. The specially designed dual turbo system gives the driver high-speed performance. b. It has special features such as a spacious interior and a mirror over the visor. c. The delivery time takes longer since we carry very few in inventory, and they are shipped here directly from Germany. d. The engine is custom built and is unlike any in the world. e. The reason this car is so expensive is because it is built by hand, and attention is given to every detail.

b. It has special features such as a spacious interior and a mirror over the visor.

Which of the following is the most likely objection that a salesperson might give to using a canned or memorized presentation? a. It encourages cutting corners. b. It may be delivered in a way that sounds too scripted. c. It takes too long to go through a memorized presentation with prospects. d. It could be memorized by inexperienced salespeople. e. It could prevent a salesperson from ever truly learning about the product in a meaningful way.

b. It may be delivered in a way that sounds too scripted.

A lawyer tells his client, "I sense that you are getting a bit tense about the trial. Don't worry; we have a good foundation for our case, and we have the concrete information we need to make a positive impact on the jury." Which mode of perception is he using? a. Aesthetic. b. Kinesthetic c. Visual. d. Aromatic. e. Auditory.

b. Kinesthetic

NLP theory puts forth the idea of using eye movements in order to determine how someone best receives information. Annette often uses phrases like, "I smell something fishy about this deal," and "This is a sweet deal." According to NLP, what is Annette's primary mode of perception? a. Auditory. b. Kinesthetic. c. Visual. d. Gustatory. e. Representational.

b. Kinesthetic.

A department store probably needs to hire more ________ to really be creative in identifying and developing new ways to meet the needs of its customers. a. Order takers b. Order getters c. Stock handlers d. Technical salespeople e. Merchandising technologists

b. Order getters

Which of the following is not among the five specific roles played by the people who constitute a buying center? a. Buyers. b. Order getters. c. Users. d. Influencers. e. Gatekeepers.

b. Order getters.

You have been invited to attend a prestigious charity ball for the American Heart Association. You have three hours to get ready, which is ample time since it only takes you an hour to get ready for work. However, tonight you give yourself a manicure, take special care with your hair and makeup, try on several outfits, and when your date knocks on the door you still are not quite ready. You are a living example of a. The Cartier principle. b. Parkinson's Law. c. The Pareto principle. d. Spago's Rule. e. None of the above.

b. Parkinson's Law.

Motivational tapes, books, and tools like The Million Dollar Personal Success Plan are excellent for building self-motivation and self-confidence. This is important for a salesperson because a. It enhances your communication skills. b. Self-motivation is the only real and lasting motivation. c. These programs were designed specifically for those in sales. d. It helps build your network. e. Most salespeople usually lack confidence.

b. Self-motivation is the only real and lasting motivation.

Managing time effectively and getting organized depends on your ability to a. Follow the same schedule every day. b. Set clear priorities. c. Set up enough sales presentations every day. d. Get your paperwork done on time. e. Find enough new prospects.

b. Set clear priorities.

It is Monday morning, and you are making telephone calls to set up appointments for the remainder of the week. After the first few calls, your assistant buzzes you and tells you that Mr. Johnson, your largest client, is here to see you. You should a. Put him on the spot by saying you didn't realize that you had a meeting with him today. b. Take advantage of the opportunity and give Mr. Johnson your full attention. c. Tell your assistant to tell him that you are in a meeting. d. Invite him into your office and tell him you have another appointment in fifteen minutes. e. Tell him up front that your schedule is full and ask if you could get together another time.

b. Take advantage of the opportunity and give Mr. Johnson your full attention.

In an organizational selling situation, one important goal for a sales team that also meets an important need of the buyer is a. To show that the sales team can focus exclusively on direct users of the product or service. b. To establish a long-term strategic business alliance. c. Convince the decider that the sales team knows more about his/her business than the buyer's team does. d. To influence the buyer's team by providing free tickets to cultural or athletic events. e. To get the first order, even if it is small or only lasts for a short duration.

b. To establish a long-term strategic business alliance.

Which of the following is not an objective of an effective approach? a. To lead smoothly into the need discovery phase of the interview. b. To make the close unnecessary. c. To make a positive impression. d. To develop a positive interest in your proposition. e. To gain the prospect's undivided attention.

b. To make the close unnecessary.

A customer is not a ________ , a customer is a ________. a. Transaction, friend b. Transaction, relationship c. Friend, relationship d. Relationship, friend e. None of the above.

b. Transaction, relationship

Which of the following statements is not part of the plan for overcoming buyers' concerns? a. Try for a commitment after answering a major objection. b. Use the feel, felt, found technique because it tends to build empathy. c. Repeat the prospect's objection. d. Agree as far as possible with the prospect before answering. e. Listen carefully; hear the prospect out.

b. Use the feel, felt, found technique because it tends to build empathy.

The steps to achieve a sale include all of the following except a. Guide the process. b. Wait for the closing curve to be downward sloping. c. Ask for the prospect's business. d. Identify the prospect's needs. e. Watch for buying signals.

b. Wait for the closing curve to be downward sloping.

An ethical system that focuses on the consequences of a person's or group's action is known as a. An eclectic ethic. b. A religious ethic. c. A teleological ethic. d. A deontological ethic. e. None of the above.

c. A teleological ethic.

Which of the following statements is true regarding a company's professional sales force? a. The sales force is made up of all extroverts. b. Salespeople are the only ones who have the responsibility of selling the customer. c. An adequately trained sales force generates increased profits and improved cash flow. d. It is rare that salespeople manage their own territories. e. All of the above are true statements.

c. An adequately trained sales force generates increased profits and improved cash flow.

If a client reveals personal pressing issues that are likely to prove distracting to a salesperson's attempt to communicate, the best strategy is to a. Show a willingness to help the client with whatever problem he or she faces. b. Do nothing. c. Arrange for another appointment after the urgent matters have been taken care of. d. Sympathize, but move on with the presentation. e. Move on to a better prospect.

c. Arrange for another appointment after the urgent matters have been taken care of.

Your company's Internet presence has had a considerable impact on your ability to meet targeted goals. Customers can now place orders directly via the Internet. Which of the following would be an appropriate way for the company to handle this new option in terms of compensating its sales force? a. Allocate a token percentage of online sales from a territory to the salesperson involved. b. Adjust the quarterly goals of the sales force downward to account for the commission they lost due to online sales. c. Ask the customer placing the online order which salesperson referred them. d. Explain to the sales force that with the advent of the Internet, things have changed and that salespeople will need to adjust to this new reality. e. Analyze the sales data from the Internet and re-draw territory boundaries and re-allocate the territories among the sales force.

c. Ask the customer placing the online order which salesperson referred them.

The physical action close a. Is appropriate when selling to individuals but not when selling to organizational buyers. b. Should be used only for intangibles like insurance or investments. c. Assumes the prospect will sign the order form when the salesperson has filled out the paperwork. d. Can be used only by salespeople who are highly experienced because it could cause prospects to feel threatened if executed improperly. e. All of the above are true of the physical action close.

c. Assumes the prospect will sign the order form when the salesperson has filled out the paperwork.

Natalie Hemby has purchased a software package specifically designed for her needs as a salesperson. She keeps profiles on her clients, enters her orders, keeps track of expenses, and completes reports to send to management. This type of package is referred to as a. A computer language. b. Horizontal software. c. Customer relationship management software. d. Integrated marketing software. e. A hardware package.

c. Customer relationship management software.

The increased use of tablet computers is due chiefly to their a. Having been heavily advertised. b. Having been purchased in large quantities by major corporations. c. Ease of use and mobility. d. Exclusive use of Microsoft operating systems. e. All of the above are correct.

c. Ease of use and mobility.

To handle objections skillfully, a definite plan of action is required. Which of the following should not be included in such a plan? a. Confirm your understanding of the objection. b. Attempt to close; if the close is not completed, continue the presentation. c. Ensure the prospect acknowledges your point of view. d. Select a specific technique. e. Listen carefully and hear the prospect out.

c. Ensure the prospect acknowledges your point of view.

There are several categories of individuals with whom a competent salesperson must work in order to make a sale. Those individuals who provide information, directly or indirectly, throughout the buying process on what needs to be purchased are called a. Users. b. Gatekeepers. c. Influencers. d. Buyers. e. Deciders.

c. Influencers.

Encountering price resistance is something every salesperson will deal with at some time. Why is dealing with price one of the most difficult parts of professional selling? a. It may mean that the prospect is simply using this technique to negotiate a better deal. b. It may mean the prospect can't afford the product/service but is hesitant to say so. c. It is more difficult to pin down because it can mean many different things to different prospects. d. It is often a delaying tactic used by prospects who want to put off making a decision. e. It may mean your company has not priced its products to sell.

c. It is more difficult to pin down because it can mean many different things to different prospects.

Every salesperson should have a reliable organizing system. This system helps eliminate clutter, incompletions, and interruptions. Two simple tools can help organize activities, one of which is the master calendar. The master calendar should a. Be used to prioritize the main tasks that need to be accomplished every day. b. Include all information needed for specific commitments. c. List specific time commitments such as appointments with clients, meetings to attend, etc. d. List the most important tasks that you have to do each day. e. None of the above are the purpose of a master calendar.

c. List specific time commitments such as appointments with clients, meetings to attend, etc.

A good sales presentation is a. Knowledge-centered. b. Product-centered. c. Listener-centered. d. Price-centered. e. Sales-centered.

c. Listener-centered.

Salespeople who are considered "order takers" a. Seek out customers to persuade them why they should buy. b. Are usually classified as missionary salespeople. c. Make regular calls on an assigned route to deliver orders and replenish inventory for existing customers. d. Call on new customers and try to earn their business. e. Are telemarketers who make sure regular customers are satisfied with the service they have been getting.

c. Make regular calls on an assigned route to deliver orders and replenish inventory for existing customers.

Sales force automation allows sales departments to a. Cut sales costs by replacing salespeople with computers. b. Replace customer relationship building with technology and efficiency. c. Manage information and key accounts with greater efficiency. d. Integrate all of the sales and accounting functions. e. None of the above.

c. Manage information and key accounts with greater efficiency.

Which of the following statements regarding self-image is correct? a. Self-image is not an important factor in explaining behavior. b. Our concept of self-image remains the same throughout our lives. c. Many of our permanent beliefs about our self-image are developed in childhood. d. Effective advertisements do not relate to one's self-image. e. Self-image and public image are the same.

c. Many of our permanent beliefs about our self-image are developed in childhood.

Cognitive dissonance a. Affects the salesperson's ability to create rapport. b. Occurs primarily with large and expensive purchases. c. Only occurs before the sale. d. Affects the perception of needs and wants. e. Refers to anxiety that occurs after making a purchase.

c. Only occurs before the sale.

Ethical ideas for using social media to improve an organization's reputation include all of the following except a. Publish information about the organization's charitable activities. b. Provide clear product information on the company's website. c. Paying people to write fake positive reviews about the organization's products. d. Host an online discussion forum about ethics in the organization's industry. e. Use the corporate blog to recognize employees who demonstrate integrity.

c. Paying people to write fake positive reviews about the organization's products.

How long a product will last and how durable the product is are features and benefits related to the product's a. Manufacturing. b. Maintenance. c. Performance. d. Distribution. e. Differentiation.

c. Performance.

The company has an ethical responsibility to their professional sales force to a. Accept expense reports without question to avoid the appearance of doubting the truthfulness of salespeople. b. To provide maximum challenge and motivation for salespeople by setting sales goals or quotas high enough that the salespeople can never quite reach them. c. Protect them from situations in which they might be under pressure to make unethical decisions. d. Pay their commissions as earned but owes no other particular considerations. e. Set up incentive management systems in a manner that may encourage salespeople to slightly fudge data.

c. Protect them from situations in which they might be under pressure to make unethical decisions.

The phrase psychological reciprocity a. Is a term first used by Freud that deals with the give-and-take of power in an interpersonal relationship. b. Is a term that allows salespeople to interact using the social style with which they are most comfortable. c. Refers to the idea of adapting oneself to the client's social style by an intelligent application of communication theory. d. Is a dangerous technique that may leave the salesperson's true personality whittled away. e. None of the above.

c. Refers to the idea of adapting oneself to the client's social style by an intelligent application of communication theory.

Ty Bollinger sells integrated computer systems to manufacturing firms. His presentation to the floor manager went well, but when asked what he thought of the system, the floor manager said, "Sounds OK, but I don't think my boss will like it." He has just raised a ________ objection. a. Hidden b. Stopper c. Stall or put-off d. Product e. None of the above.

c. Stall or put-off

Of the following factors, which is the most important for success in delivering a persuasive presentation? a. The ease with which the salesperson uses technology in the presentation. b. The ability of the customer to afford the product or service. c. The degree of passion, confidence, and enthusiasm the salesperson exhibits. d. The technical features of the product or service. e. None of the above.

c. The degree of passion, confidence, and enthusiasm the salesperson exhibits.

The ________ is an essential element in constructing units of conviction. a. Commitment b. Close c. Tie-down d. Salesman's curse e. Handling of objections

c. Tie-down

Creating an easily tweetable snippet of information about the main points in your presentation is referred to as creating a a. Twittette. b. Tweetsnip. c. Tweetbite. d. Tweetable. e. Twitterbug.

c. Tweetbite.

It is estimated that the average salesperson spends only ________ hours a day in productive selling. a. Four b. Three c. Two d. Five e. Six

c. Two

Failure to close is a. Evidence that the salesperson may not have received proper sales training. b. To be expected in approximately 20 percent of all sales interviews for beginning salespeople. c. Usually the result of the inadequate completion of at least one of the prior steps in the sales process. d. The fault of the prospect in the majority of cases. e. A signal that a qualified prospect does not need the product or service.

c. Usually the result of the inadequate completion of at least one of the prior steps in the sales process.

According to the Social Styles Model, human behavior is predictable because a. 90% of our actions are controlled by our religious beliefs. b. All of our actions are controlled by a unique combination of beliefs, ethics, abilities and intelligence. c. 90% of our actions are controlled by our ethics and intelligence. d. 90% of our actions are controlled by our habits and attitudes. e. 50% of our actions are controlled by habit and the other 50% by attitudes.

d. 90% of our actions are controlled by our habits and attitudes.

Robin Brothers works for a winery that sells to restaurants through distributors. She knows the types of wine her company sells and how they compare with other wines. She visits restaurant managers educating them on her products, and she writes suggested wine lists for the restaurants. When the customers ultimately decide to purchase the wine, they contact the distributor to place the order. Robin is a. An order taker. b. A creative salesperson. c. A technical specialist. d. A missionary salesperson. e. A trade salesperson.

d. A missionary salesperson.

Decoding is the process in which a. A signal is given that indicates a concept is soon to be pitched to the buyer. b. Signals are given to the buyer that he is on the right track. c. The buyer is instructed on which product to buy. d. A salesperson's message is translated into something the buyer understands and accepts. e. The buyer finds which product has the most value.

d. A salesperson's message is translated into something the buyer understands and accepts.

Many companies are devoting more attention to the ethical behavior of their employees because a. Ethical employees often build better customer relationships. b. They might gain a business advantage over less ethical companies. c. They fear legal retribution if they do not. d. All three of the above are true. e. All three of the above are false.

d. All three of the above are true.

Not asking directly for their business is an especially good tactic when dealing with a. Expressive. b. Analyticals. c. Drivers. d. Amiables. e. None of the above.

d. Amiables.

A(n ) ________ will say, "A good salesperson is one who is willing to give me the details about how his product will work, and then give me time to make the right decision." a. Assertive b. Driver c. Amiable d. Analytical e. Expressive

d. Analytical

Tom Brady walks into a sales interview and takes note that the client's office is well organized. As he begins talking about his insurance program, the client asks many logical questions about the plan and how it works. As Tom attempts to close the sale, the client says he needs more time to weigh his options before coming to a conclusion. The client is probably a(n) a. Driver. b. Responsive. c. Amiable. d. Analytical. e. Expressive.

d. Analytical.

Examples of differential factors that can provide your product or service with a competitive advantage include all of the following except a. Source superiority. b. Service superiority. c. Product superiority. d. Analytics superiority. e. People superiority.

d. Analytics superiority.

When a prospect raises concerns about your company or predecessor, you should a. Vehemently deny them. b. Listen carefully and then rebut what has been said. c. Politely make it clear that you don't want to hear gossip. d. Believe the prospect. e. All of the above are suitable responses.

d. Believe the prospect.

Which technique for negotiating an objection allows you to agree with prospects, yet show them that their objections need not prevent a purchase? a. Denial of the objection. b. Asking why. c. Compensation or counterbalance. d. Boomerang method. e. Feel, felt, found.

d. Boomerang method.

A question asked or an action taken by a salesperson that is designed to elicit a favorable buying decision from a prospect is called a(n) a. Objection. b. Opening line. c. Statement. d. Close. e. None of the above.

d. Close.

A way of looking at life that is handed down from one generation to another and is almost completely learned is called a. Religion. b. Global perspective. c. Economics. d. Culture. e. None of the above.

d. Culture.

The Ten Commandments and the Golden Rule are examples of what type of ethical system? a. Teleological. b. Utilitarian. c. Spiritual. d. Deontological. e. None of the above.

d. Deontological.

Which of the following is not a trial close? a. I can have the merchandise delivered this afternoon. b. What else do you need to make a decision? c. How does this sound to you? d. Do we have a deal-yes or no? e. All of these would be appropriate trial closes.

d. Do we have a deal-yes or no?

Brad McConnell, a commercial real estate agent, finds that clients respond favorably to his presentation when he gives examples of other businesses who are going to move into one of his complexes. Which of the following principles would Brad not want to include in a presentation using case histories? a. Reinforce his example with pictures, personal letters, and newspaper articles. b. Tie the example or case history directly to the prospect's circumstances. c. Make the case history authentic and provide the means for the prospect to contact someone for verification. d. Don't include any details; you don't want to confuse your prospect. e. All of the above.

d. Don't include any details; you don't want to confuse your prospect.

According to the text, the process of converting an idea or concept into language the listener understands is called a. Messaging. b. Translating. c. Talking. d. Encoding. e. Sourcing.

d. Encoding.

Which of the following statements regarding ethics and ethical selling is false? a. Business ethics is not an oxymoron. b. The management of a company can give salespeople a mixed message if they give pep talks on moral behavior, and then condone underhanded sales practices. c. Unethical practices will not benefit the company in the long run. d. Ethical issues should always be decided upon based on the company's stated ethical guidelines. e. The enforcement of codes of ethics leads to higher levels of ethical behavior.

d. Ethical issues should always be decided upon based on the company's stated ethical guidelines.

Assertive people are generally ________ , while nonassertive people are typically ________. a. People with a dominant critical parent, adult dominant b. Amiables and drivers, analyticals and expressives c. Expressives and amiables, drivers and analyticals d. Expressives and drivers, analyticals and amiables e. Drivers and analyticals, expressives and amiables

d. Expressives and drivers, analyticals and amiables

Which of the following policies that might be followed by companies is most likely to legitimately encourage salespeople to act in an ethical manner? a. Any account that produces orders in excess of $250,000 in one year will automatically become a house account. b. As soon as salespeople build territories to the point that they are achieving $500,000 in sales per year, territories will be re-divided or the salespeople transferred to territories that need to be built up to that level. c. Set sales goals that are challenging and difficult to achieve. d. Give each salesperson a written code of ethics explaining company policy, and then expect the salesperson to interpret it and follow it in sales situations. e. Any salesperson caught cheating on an expense account report will be fired immediately.

d. Give each salesperson a written code of ethics explaining company policy, and then expect the salesperson to interpret it and follow it in sales situations.

The most difficult challenge faced by salespeople is a. Time management problems. b. A fixed salary. c. The irregular hours. d. Handling rejection. e. None of the above.

d. Handling rejection.

Teleological ethical system defines right and wrong a. As mere points of discussion, but focuses on the spirit of the law. b. Emphasizes following preset rules of the company. c. In terms of the actions taken in a given circumstance. d. In terms of end results. e. In terms of the individual.

d. In terms of end results.

If 20 percent of sales activities produce 80 percent of your sales results, on which sales activity should you plan to spend the majority of your time? a. Servicing established clients. b. Calling for appointments. c. Studying product literature. d. Making sales presentations. e. Prospecting.

d. Making sales presentations.

Common nonverbal buying signals in selling situations include a. Glancing at the clock, nodding, crossing his or her arms across the body. b. Handling documents or the product, furrowing the brow, leaning back. c. Leaning back, nodding, and crossing his or her arms across the body. d. Nodding, touching the product or documentation, and making eye contact. e. All of the above are common nonverbal buying signals.

d. Nodding, touching the product or documentation, and making eye contact.

When it comes to dealing with price objections, all of the following are effective ways to answer the price question in the minds of prospects except a. Justify the price with facts. b. Identify unique and desirable product features and benefits. c. Highlight after-sales services. d. Offer to undercut competitors. e. Focus on the prospect's needs.

d. Offer to undercut competitors.

Which of the following statements regarding organizational and ultimate consumer buyers is true? a. Organizational buyers are more interested than consumer buyers in a short-term, but economically advantageous, sales relationship. b. Consumer or individual buyers often have a larger number of factors to consider than do organizational buyers. c. The ultimate consumer generally has less freedom of decision. d. Organizational buyers make purchases as a result not only of rational motives but also emotional reasons. e. All of the above are correct.

d. Organizational buyers make purchases as a result not only of rational motives but also emotional reasons.

The feel, felt, found technique for handling an objection compares and relates the prospect's concerns to a. A conversation that the salesperson had with the prospect's employer. b. The salesperson's own experience. c. The conversations taking place on social media. d. Other satisfied customers' experiences. e. None of the above.

d. Other satisfied customers' experiences.

The term time management is a misnomer. Time itself cannot be managed since there will always be sixty seconds in every minute and sixty minutes in every hour. Thus, time management can more accurately be described as a. Personal organization and planning. b. Setting priorities and getting organized. c. Scheduling and implementation. d. Personal organization and self-management. e. Controlling time and scheduling.

d. Personal organization and self-management.

Which of the following is a type of sales call that is a part of a more complex interview process? a. Higher authority call. b. Warm-up call. c. Quick call. d. Proposal call. e. Curiosity call.

d. Proposal call.

What is the company's primary role in developing and sustaining motivation in its sales force? a. Providing customized software solutions that assist the sales team to do their job. b. Providing the highest salaries possible as motivation to those earning less. c. Providing a creative and exciting marketing campaign that supports the sales team's efforts. d. Providing a supporting climate in which motivation is encouraged. e. Providing appropriate technology to the right people.

d. Providing a supporting climate in which motivation is encouraged.

With regard to a successful salesperson, select the statement that is false. a. It is important to be enthusiastic about the products they sell. b. Salespeople must have the ability to ask questions so they know how to meet the needs of prospects. c. Successful salespeople typically have the ability not to dwell on the prospect who did not buy from them but instead call on new prospects who may buy from them. d. Salespeople require little administrative ability because ancillary support staff members handle administrative tasks for them, thus leaving them free to concentrate on selling. e. Successful salespeople possess self-confidence and initiative to complete difficult tasks on their own.

d. Salespeople require little administrative ability because ancillary support staff members handle administrative tasks for them, thus leaving them free to concentrate on selling.

A closing question is designed to produce an answer that confirms the fact that the prospect has bought. Once the salesperson has asked a closing question, it is important that he or she a. Goes over the payment terms so the prospect will understand them. b. Points out the features/benefits the product has to offer. c. Summarizes the significant points of the presentation. d. Says absolutely nothing else until the prospect gives an answer. e. Asks the prospect if there is anything else he needs to know.

d. Says absolutely nothing else until the prospect gives an answer.

The typical salesperson presents ________ benefits, of which ________ (is) are remembered by the prospect. a. Three to five, only one b. Eight, four c. Fifteen, five d. Six to eight, only one e. Ten, two

d. Six to eight, only one

A prospective buyer's physical environment and social class are examples of which type of factor influencing the decision process? a. Physiological. b. Psychological. c. Behavioral. d. Sociocultural. e. Innate.

d. Sociocultural.

The teleological approach is one way to describe ethical thinking. Which statement reflects this approach? a. Do unto others before they do it unto you. b. Thou shalt not steal. c. More specific rules like keeping the Ten Commandments. d. The greatest good for the greatest number. e. Do unto others as you would have them do unto you.

d. The greatest good for the greatest number.

Which of the following guidelines should not be considered when faced with an ethical conflict? a. Is it fair to everyone concerned? b. Would I want someone else to treat me this way? c. How will I explain my actions to someone else? d. What will my co-workers think? e. Is it legal?

d. What will my co-workers think?

Which of the following is an example of well-worded "come out and ask" or direct closing technique? a. How many units should we send? b. When should we schedule your delivery? c. Would you like the deluxe service package or the basic one with your order? d. Why don't we go ahead and schedule installation for next Wednesday? e. How many of your team members will need training?

d. Why don't we go ahead and schedule installation for next Wednesday?

Which of the following is a logical illustration of the Pareto principle? a. 80 percent of the time you are operating at or near your highest potential, and the other 20 percent you are markedly less effective. b. 80 percent of your plans are eventually abandoned or materially altered, leaving only 20 percent that are actually attainable. c. 80 percent of all sales effort is completely wasted. d. 80 percent of all related items are important, and the other 20 percent can be discarded. e. 80 percent of the value of any group of related items is generally concentrated in only 20 percent of them.

e. 80 percent of the value of any group of related items is generally concentrated in only 20 percent of them.

The government wants to purchase 500,000 widgets from your company, Spacely Sprockets, within the next 30 days. You have explored all the options and have found that it is simply impossible for Spacely to produce that many widgets that quickly. What type of objection are you potentially facing? a. A searcher. b. A put-off. c. A stall. d. A hidden objection. e. A stopper.

e. A stopper.

In a conflict situation, the situation will be relieved in a manner typical of the personality style of the individual. For a person who has a driver style, the most likely reaction will be a. A switch to the "good guy" approach. b. Physical attack. c. Submission in order to resolve and avoid a further conflict. d. Withdrawal. e. Adoption of a dictatorial and overbearing manner.

e. Adoption of a dictatorial and overbearing manner.

Which of the following is not a reasonable way to spend time online during the workday? a. Spend a few minutes answering general industry questions. b. Use Twitter or other media to engage with VIPs. c. Spend 5 minutes or less freely browsing. d. Respond to any direct mentions. e. All of the above are appropriate uses of a salesperson's time.

e. All of the above are appropriate uses of a salesperson's time.

One benefit of postponing an answer to an objection is that it a. Gives the salesperson time to think of an answer. b. Maintains the salesperson's control over the flow of the presentation. c. Allows the salesperson to introduce the response in the appropriate logical order. d. Allows the salesperson to introduce additional information before answering. e. All of the above are possible benefits.

e. All of the above are possible benefits.

As a prospective salesperson who has just been offered a position with an insurance sales company, according to the Social Media Connection in Chapter 1, how could he or she use social media to make a more informed decision? a. Get a feel for the company culture by following them on Twitter and Instagram. b. Reach out to current and past employees of that company in order to gain some much-needed company insight. c. Seek out the interviewer on LinkedIn to learn more about his or her background. d. Read about the organization on their Facebook page's information tab. e. All of the above may help a prospective salesperson make the right career decision.

e. All of the above may help a prospective salesperson make the right career decision.

The trial close is a. A way to ask for an opinion in contrast to the close that asks for a decision. b. An opportunity to discover whether the prospect is accepting the proposition. c. A way to test the waters to see how you are doing. d. A way to read the prospect's feelings and predict possible reactions to a close. e. All of the above represent true statements about trial closes.

e. All of the above represent true statements about trial closes.

The most overwhelming argument in favor of operating a business in an ethical manner is that a. It is the best business strategy for attracting customers, satisfying their needs, and keeping them as long-term users of your product or service. b. It prevents hard feelings when one customer discovers you treat others preferentially. c. You prevent troubles caused by breaking some law. d. It is easier than trying to keep track of the various offers, stories, and claims made to different customers. e. All of the above seem logical.

e. All of the above seem logical.

Which of the following statements would indicate the correct type of attitude to have during the close? a. Our product has a lower price than similar products in competing lines without sacrificing quality. b. Undoubtedly, we have the best product in the industry. c. Our product is what you really need at this time. d. Our product will meet your company's need to make operations more efficient. e. All of the above statements represent the proper closing attitude.

e. All of the above statements represent the proper closing attitude.

Which of these factors of a sales career would be considered an advantage? a. Salary plus commission (as opposed to being on straight salary). b. Meeting a variety of prospects in various types of businesses. c. Ability to raise your income by added hours and increased effort that convert to results. d. The possibility of increased effectiveness by the investment of time in sales training and study. e. All of the above would be considered advantages.

e. All of the above would be considered advantages.

Having a well-rehearsed presentation allows the salesperson to a. Be able to answer questions about the product. b. Know what to say and how to say it. c. Share his or her passion for the product or service. d. Relax and feel confident. e. All of the above.

e. All of the above.

Hidden objections may be logical or psychological. Which one of the following is a psychological reason for not wanting to buy? a. Difficulty in changing habits or procedures. b. Resistance to domination. c. Unpleasant associations with a particular company or sales representative. d. Reluctance to give up something familiar for something new. e. All of the above.

e. All of the above.

Sales force automation makes the entire company stronger by a. Cutting sales costs by making each employee more productive. b. Requiring more highly trained employees. c. Integrating sales and marketing efforts. d. Cutting the time needed for crafting proposals, getting routine orders, and handling correspondence. e. All of the above.

e. All of the above.

The close is the stage in the presentation when tension is very likely to exist because a. The salesperson questions whether the presentation has been adequate. b. Most people do not like to make a buying decision. c. The salesperson may doubt whether the presentation was completely understood by the prospect. d. The prospect perceives a risk in making a decision. e. All of the above.

e. All of the above.

While time cannot be managed, a salesperson can exercise control over his or her life through a. Planning. b. Organization. c. Self-discipline. d. The formation of routines. e. All of the above.

e. All of the above.

Have you ever had a salesperson call on you and timidly ask, "I have this product that I hope you will like enough to buy from me?" His lack of confidence is apparent and would probably cause you not to buy. However, true self-confidence a. Makes it easy to ask for the order not once, but again and again until the sale is closed successfully. b. Lets you see problems as opportunities and obstacles as stepping stones to success. c. Builds credibility for the salesperson so that the buyer is open to considering the solutions suggested. d. Enables you to undertake challenging goals with belief in the possibility of success. e. All of these seem like logical results of self-confidence.

e. All of these seem like logical results of self-confidence.

As it pertains to our study of selling, an ethical standard is a. Part of the Uniform Commercial Code. b. The judicial codes of professional selling behavior. c. A set of guidelines that salespeople follow to ensure that a sale is closed. d. A set of principles that have evolved over time to protect the buyer. e. An outgrowth of the customs and attitudes of a society.

e. An outgrowth of the customs and attitudes of a society.

________ represents the amount of control and forcefulness a person attempts to exercise over the thoughts and actions of other people and situations. a. Ego state b. Responsiveness c. Pace and priority d. Need e. Assertiveness

e. Assertiveness

Which of the following statements regarding attitudes is true? a. A client's negative attitude, because it is not rational, should be ignored by a salesperson. b. Attitudes are usually not barriers to change. c. Preconceived attitudes usually make the selling process easier. d. We are always consciously aware of our attitudes. e. Attitudes are habitual patterns of response to previous experiences.

e. Attitudes are habitual patterns of response to previous experiences.

Charles Coonradt is quoted as saying that we are "forced to concentrate on activity and ultimately become enslaved by it" in the absence of a. Adequate assistance. b. Sufficient time. c. Set deadlines. d. Proper supervision. e. Clearly defined goals.

e. Clearly defined goals.

Which of the following is not true about motivating a sales force? a. There is something naturally motivating about a sales job itself. b. Generally speaking, a salesperson requires less motivation than do other types of employees within the company. c. The fact that salespeople are often on the road by themselves increases the need for motivational activities. d. Motivation is important for all salespeople (new, as well as veteran salespeople. e. It is unnecessary because salespeople have a consistent level of self-motivation.

e. It is unnecessary because salespeople have a consistent level of self-motivation.

Numerous definitions have been given for motivation. Which of the following is not one of these definitions? a. Motivation is the incentive to expend an amount of effort in accomplishing the task. b. Motivation is the impetus to begin a task. c. Motivation is the reason for taking action. d. Motivation is the willingness to sustain effort until the task is completed. e. Motivation is the wish to get things done.

e. Motivation is the wish to get things done.

Which of the following statements regarding the nature of personal selling is correct? a. Sales is a poor introduction to the world of business for a young person interested in being an entrepreneur b. Individuals are often locked into a daily routine. c. Salespeople are seldom able to exercise control over how they spend their time and what daily activities they engage in. d. Almost no top management personnel originally entered their company through sales. e. No salesperson can close every sale, even when prospects truly need a product or service they may say no.

e. No salesperson can close every sale, even when prospects truly need a product or service they may say no.

Most marketing executives have a utilitarian response to ethical problems. In those situations, a utilitarian model is illustrated by a. An emphasis on the consultative process of solving ethical issues. b. An attitude of doing whatever is legal to close the sale. c. A decision to be as practical as possible while doing business. d. Use of predetermined rules to determine a course of action. e. Society's goal is to produce the greatest good for the greatest number.

e. Society's goal is to produce the greatest good for the greatest number.

A person who is following the ethical guideline of responsibility for one's actions would likely say which of the following phrases? a. You eat what you kill. b. We live in a dog-eat-dog world. c. The best thing to do is whatever is the greatest good for the greatest number of people. d. To each his own. e. The buck stops here.

e. The buck stops here.

The concept that honest salespeople finish last is a. Reprehensible. b. Unproven. c. Logical to assume in some instances. d. Ridiculous but usually occurs. e. Untrue.

e. Untrue.

Which of the following questions is not relevant in assessing the effectiveness of a salesperson's communication with a client? a. Did any factors distract the client from listening? b. Was the physical setting comfortable and appropriate? c. Was the client able to understand technical terms or concepts related to the product or service? d. How many questions did the prospect ask, and did these reflect a lack of understanding of the message? e. Was the prospect married?

e. Was the prospect married?

Which of the following is NOT an example of a closing opportunity that takes place during the relationship selling cycle? a. When the prospect agrees to an on-site visit by the salesperson. b. When the prospect agrees to a trial installation. c. When the prospect confirms he has a need. d. When the prospect agrees to meet with the salesperson. e. When the prospect visits the selling company's website.

e. When the prospect visits the selling company's website.

T/F A closed-ended question is the best type to use to encourage prospects to discuss whatever is on their minds.

False

T/F As long as a salesperson is getting new orders, the other members of the organization will put up with his or her rude behavior.

False

T/F Asking the "commitment question" forces the prospect to give you a "yes" or "no" answer about making a purchase.

False

T/F Avoid a unique approach that sparks questions from the prospect. Questions during the approach phase could throw the salesperson off his prepared remarks.

False

T/F In the prospecting step of the sales cycle, you should be looking for new clients. Reviewing existing client accounts is not considered to be a prospecting technique.

False

T/F Problem identification or need discovery is useful but not always necessary prior to beginning the actual sales presentation.

False

T/F The approach phase of your sales call should allow you to move smoothly into your presentation.

False

T/F The best method for obtaining feedback from prospects is to leave a survey with them at the end of the presentation.

False

T/F The hands-on approach combines both the self-introduction approach and the consumer benefit approach.

False

T/F The pre-approach is the point of the selling process where the sales professional meets and greets the prospect and identifies the prospect's most valid pain points.

False

T/F The question approach and the qualifying question approach are essentially the same thing.

False

T/F To reflect a professional image, male salespeople should always wear a business suit.

False

T/F Waiting for the customer to contact you is a sure fire way to guarantee a sale because if the customer contacts you, they must really need what you have to offer.

False

T/F A prospect's answers to questions during the need discovery phase can assist a salesperson in refining his or her presentation.

True

T/F A relationship salesperson does not need to spend as much time on closing a sale as a traditional salesperson because the customer's commitment should come as a natural conclusion to a successful sales interview.

True

T/F A transitional phrase used during the selling presentation should answer the question "What's in it for me?" for the prospect.

True

T/F Continuous quality improvement requires an organization to focus on healthy relationships both inside and outside the organization.

True

T/F Establishing a clear agenda for your sales presentation and then sharing it with the prospect is an important part of the selling cycle.

True

T/F Every meeting, either with a new prospect or an established customer, begins with an approach.

True

T/F To get agreement during the need discovery phase of the selling cycle, a salesperson should make a formal statement of the problem and obtain confirmation from the prospect.

True

T/F Using social media platforms such as Twitter or LinkedIn to make yourself known to a prospect before calling them for the first time is an effective sales tool for relationship selling.

True

While many companies provide comprehensive sales materials to their salespeople, most of them will also collect their own materials that suit their individual styles. Which of the following would not be suitable for use as a personal sales aid? a. Letters from your previous employer about how much they appreciated your service and why. b. Letters from existing customers expressing satisfaction with the company's products or services. c. Notes from existing clients expressing appreciation for your company's services. d. Pictures of product installations in existing customers plants or offices. e. Pictures of clients actually using the product.

a. Letters from your previous employer about how much they appreciated your service and why.

In making the transition from the approach to the need discovery stage of the sales cycle, which of the following questioning techniques is used? a. Permissive question. b. Closed end question. c. Amplification probe. d. A question designed to continue the flow of the conversation. e. Any one of the above would be excellent.

a. Permissive question.

Deep into an interview with a client, Randy is proceeding by asking a series of questions. At one point, he asks, "Do you like this shade of blue for your website, or do you think your customers are more upscale than I previously thought?" Which rule of questioning has Randy just violated? a. Randy's question is profoundly ambiguous the prospect cannot tell what the question means. b. Randy doesn't know the purpose of a closed-ended question. d. Randy just admitted that he is a poor listener. d. Randy confuses color with socioeconomic status. e. None of the above.

a. Randy's question is profoundly ambiguous the prospect cannot tell what the question means.

Chad is in his first meeting with a new prospect and is feeling increasingly uncomfortable. His prospect is fidgety, seems distracted, and is not asking any questions. What should Chad keep in mind in this situation? a. Some event prior to Chad's arrival may have upset the prospect; it may not be about Chad or his presentation at all. He should proceed and re-evaluate the situation later. b. The prospect has forgotten a previous appointment and is trying to hurry Chad along without being obvious. c. He may have offended the prospect in some manner and now needs to explore what it was and apologize. d. The prospect is probably simply uninterested in Chad's product. e. He may need to re-examine his presentation and research and see if he made a major error somewhere.

a. Some event prior to Chad's arrival may have upset the prospect; it may not be about Chad or his presentation at all. He should proceed and re-evaluate the situation later.

Which of the following would be an advantage of the memorized presentation for salespeople who are inexperienced in selling the product itself? a. The memorized presentation has usually been tested and refined over a period of years in actual selling situations. b. The memorized presentation makes it more difficult for the salesperson to give correct information to the prospect. c. The memorized presentation erodes confidence for the inexperienced salesperson. d. The memorized presentation slows productivity because it takes more time to memorize a good presentation than it does to develop a fresh one. e. All of the above are advantages.

a. The memorized presentation has usually been tested and refined over a period of years in actual selling situations.

Among the following statements that appear to describe professional salespeople today, which statement is not true? a. They are overbearing and aggressive when attempting to close the sale. b. They are often considered the eyes and ears of the company. c. They must think quickly on their feet. d. They are often expected to be managers within their own territories. e. They are involved in many activities in their work other than face-to-face selling.

a. They are overbearing and aggressive when attempting to close the sale.

A business handshake and the proper greeting should convey that a. You have a positive attitude. b. You use hand lotion. c. You are very strong. d. You are secure in your own skin. e. None of the above.

a. You have a positive attitude.

Improving service and maintaining effective customer relations after the sale is a. An expense that many forward thinking companies now avoid. b. A way to extend the mutual trust that relationship selling aims to promote. c. The responsibility of trained CRM specialists. d. A method of correcting a customer's false expectations that were created during an effective close. e. None of the above.

b. A way to extend the mutual trust that relationship selling aims to promote.

Which of the following probing techniques illustrates a salesperson who wants a prospect to expand on an answer by encouraging the prospect to communicate through nonverbal gestures, silence, or continuation questions? a. Internal-summary probe. b. Amplification probe. c. Clarification probe. d. Agreement probe. e. Assumptive probe.

b. Amplification probe.

The goal in the final stage of the sales cycle is to a. Convert features into benefits. b. Increase customer satisfaction by providing exceptional service. c. Ask for a formal commitment from the prospect. d. Handle objections in a positive manner. e. All of the above.

b. Increase customer satisfaction by providing exceptional service.

The demand for a relationship approach to selling is increasing largely because a. Traditional, retail sales is now slumping because of e-commerce. b. Low-end selling (transaction processing and order taking) are shifting to the faster and more efficient processes available on the Internet. c. People have become sick and tired of pushy salespersons. d. Prospects no longer have the time to consider complex factors before deciding on making a purchase decision. e. The business environment has become less complicated, leaving more time for relationship building.

b. Low-end selling (transaction processing and order taking) are shifting to the faster and more efficient processes available on the Internet.

Listening is one of the most neglected skills in education and in a lot of sales training programs. Effective listening is an interactive process that requires all but which one of the following steps? a. Taking notes while the prospect is talking. b. Making a prejudgment about where the speaker is going. c. Reinforcing what the prospect has said. d. Being patient and slowing down the rate at which you talk. e. All of the above make sense.

b. Making a prejudgment about where the speaker is going.

A lawnmower salesperson asks, "What are you seeking in a new lawnmower?" This is what type of question? a. Amplification question. b. Open-ended question c. Gaining-agreement-on-the-problem question. d. Summary-of-benefits question. e. Closed-ended question.

b. Open-ended question

Need discovery is the foundation upon which a successful sale is built. Telling prospects what they need is a mistake. This statement is explained best by which of the following? a. A salesperson should never openly suggest ways his product or service may assist the prospect. b. Prospects are more receptive when they feel the solution is their own idea. c. A salesperson should simply sit and let the prospect talk about his problems while the salesperson takes notes. d. A salesperson should tell prospects what they need in a subtle, roundabout manner. e. None of the above.

b. Prospects are more receptive when they feel the solution is their own idea.

"Why are you passionate about this product?" is an example of this key question type: a. The Passion Question b. The Motivation Question c. The Success Question d. The Commitment Question e. None of the above

b. The Motivation Question

With regards to Total Quality Management (TQM,) W. Edwards Deming said that when things go wrong in the field a. Typically the sales support staff is at fault. b. There is an 85 percent chance that the system is at fault, and only 15 percent can be blamed on the individual salesperson. c. There is an 85 percent chance that the salesperson is at fault, and a 15 percent chance that the system is at fault. d. It is usually the salesperson who is at fault since they have primary contact with the customer. e. It is difficult to say who is at fault.

b. There is an 85 percent chance that the system is at fault, and only 15 percent can be blamed on the individual salesperson.

Visual aids used during a sales presentation should incorporate all of the following guidelines except a. Follow a consistent format. b. Use lots of color, particularly red. c. Remain simple. d. Use short phrases. e. None of the above are exceptions.

b. Use lots of color, particularly red.

Tips to remember a new prospect's name include all of the following except a. Associate the name with an idea or image. b. Write it on your hand. c. Focus on the prospect's most memorable traits. d. Pay attention. e. Ask the prospect to spell it for you.

b. Write it on your hand.

Salespeople who become experts on an entire industry and can provide useful information to prospects frequently employ a. A curiosity approach. b. A product approach. c. An educational approach. d. A qualifying question approach. e. A referral approach.

c. An educational approach.

Alan is having a difficult time with a new prospect. The two men don't seem to be able to find a comfortable level of verbal interaction. As a believer in relationship selling, he knows he should be able to work with any prospect. What would you advise Alan in this situation? a. He should fake a headache, excuse himself, and re-evaluate his approach rather than risk losing the prospect. b. He should try switching the subject of conversation until he finds a topic that both can discuss comfortably. c. Answer He should reserve judgment and give the relationship some time before he decides he can't work with the prospect. d. He should excuse himself and reschedule the meeting for a time when his manager can come along. e. He should move the conversation forward, begin his sales presentation, and go for the close; such awkwardness usually resolves over time.

c. Answer He should reserve judgment and give the relationship some time before he decides he can't work with the prospect.

People buy ________ not________. a. Products, Features b. Features, Benefits c. Benefits, Features d. Benefits, Products e. None of the above.

c. Benefits, Features

The ultimate goal of the relationship salesperson throughout the selling process is a. Increasing sales. b. Qualifying the customer. c. Creating value for the customer. d. Identifying customer needs. e. Handling objections and closing the sale.

c. Creating value for the customer.

The salesperson must retain control of the interview. What is the most effective way of doing this and still achieve your goals for the interview? a. Send a questionnaire to the prospect in advance of the interview, asking them to return it before your meeting. b. Write out questions in advance and meet at a location away from the prospect's business site to minimize distractions. c. Determine the information you need and structure your questions accordingly. d. Elicit as much information as possible during your initial telephone interview to set up the appointment. e. Write out an agenda and stick to it closely.

c. Determine the information you need and structure your questions accordingly.

In handling possible or real objections from a customer's perspective, relationship salespeople should a. End the interview and promise to get back to a customer with a solution. b. Lower the price to the point where the customer says yes. c. Engage the customer in crafting the proposed solution. d. Immediately move to minimize a customer's concerns. e. Do none of the above.

c. Engage the customer in crafting the proposed solution.

What is the SPIN technique designed to do during the need discovery phase? a. Inquire into the prospect's overall business outlook. b. Alleviate concerns the prospect might be having. c. Guide the sales call through the steps of need development until explicit needs have been agreed upon. d. Create concern in the prospect's mind. e. Determining the general needs or dominant concerns of prospects.

c. Guide the sales call through the steps of need development until explicit needs have been agreed upon.

Knowing the what, where, when, why and how of a prospect's business allows you to determine a. How you can get through the sales call quickly. b. How you can convince them to drop your competitor. c. How you can help them do it better. d. How much they can afford to pay for your product. e. None of the above.

c. How you can help them do it better.

An effective presentation is always preceded by a. Group prospecting. b. Effective time management techniques. c. Intensive planning. d. Direct referrals. e. None of the above.

c. Intensive planning.

The average rate of speech a. Is faster than people can effectively listen. b. Ranges from 450 to 600 words a minute. c. Is slower than people can effectively listen. d. Is approximately the same rate at which the average person listens. e. None of the above is true.

c. Is slower than people can effectively listen.

Which statement regarding benefits and features is true? a. Professional salespeople sell features. b. All products have features, but only a few specific products have benefits. c. Professional salespeople sell benefits. d. Features only exist when the product is purchased and used. e. Features are always tangible, and benefits are always intangible.

c. Professional salespeople sell benefits.

Which of the following is not a type of approach discussed in the text? a. The self-introduction approach. b. The referral approach. c. The statement approach. d. The product approach. e. The curiosity approach.

c. The statement approach.

Since visual impressions are usually made first, this means you should dress the part. Which of the following is not a guideline for dressing successfully? a. Dress attractively in clothes that fit comfortably and look neat; this means avoiding extreme fads. b. A salesperson should dress conservatively; this means not attracting undue attention to yourself. c. Choose accessories carefully to enhance your appearance; this means choosing jewelry and accessories that are of good quality. d. A good rule of thumb is to dress at least one level up in formality from your prospects. e. All of the above are good guidelines.

d. A good rule of thumb is to dress at least one level up in formality from your prospects.

IBM has a good reputation for carrying dependable quality products; so at times, their salespeople can make a sale largely based on their good reputation. One technique that an IBM salesperson may want to use involves presenting the satisfaction other customers have enjoyed. This type of selling situation illustrates use of the a. Demonstration claim. b. Sample claim. c. Testimonial claim. d. Case history claim. e. Referral claim.

d. Case history claim.

Questions used during the need discovery portion of a sales interview should be a. Meandering. b. Designed to get to a "yes" as quickly as possible. c. Detail oriented. d. Clear and understandable. e. Closed-ended.

d. Clear and understandable.

Which of the following is a valid reason salespeople need to master several approaches? a. The principles behind each approach make them more convenient for the salesperson. b. It is a typical practice among all salespeople. c. A variety of approaches will keep the salesperson busy. d. Each approach best fits the differing situations a salesperson is likely to encounter. e. The approach distracts the attention of your prospect by giving attention to their styles.

d. Each approach best fits the differing situations a salesperson is likely to encounter.

The customer's underlying goal in making a purchase is to a. Add more items to their inventory. b. Spend down their departmental budget. c. Start using a new product before their competition. d. Increase sales and improve the efficiency of their organization. e. Help their favorite salesperson earn a commission.

d. Increase sales and improve the efficiency of their organization.

Which of the following characteristics of Joe Fitzpatrick, a young and relatively inexperienced salesperson, would likely be noticed first by an older prospect? a. Joe's accent. b. Joe's limp-wrist handshake. c. Joe's ability to be witty and funny. d. Joe's pierced ears and nose ring. e. Joe's presentation style.

d. Joe's pierced ears and nose ring.

Relationship selling has a competitive edge because it offers a. A constant supply of new and improved products. b. Quick turnaround on orders. c. The lowest price. d. Ongoing service to build customer loyalty. e. Discounts and ongoing promotions.

d. Ongoing service to build customer loyalty.

Ensuring that your clients receive the proper service before, during, and after the sale is referred to as a. Customer service. b. Personal selling. c. Traditional selling. d. Relationship selling. e. Account management.

d. Relationship selling.

"Do you have out-of-town accounts?" and "Do you make the purchasing decision?" are examples of what type of questioning technique when using the SPIN selling model? a. Implication questions. b. Soluble questions. c. Problem questions. d. Situation questions. e. Need-payoff questions.

d. Situation questions.

In order to survive and thrive in today's selling environment, salespeople should a. Become telemarketers. b. Retrain for roles as technicians. c. Work longer hours. d. Step up to perform a greater role in providing value. e. None of the above.

d. Step up to perform a greater role in providing value.

Upon meeting a prospect for the first time, it is important for the salesperson to observe a. Whether the prospect has a limp handshake. b. How the prospect is dressed. c. What a nice day it is. d. The Rule of Ten. e. None of the above.

d. The Rule of Ten.

Which of the following is true about the approach? a. A true approach only happens in the first meeting with a new prospect. b. If you do not establish a connection within the first four minutes of your approach, you will not make the sale. c. An effective approach builds on the rapport building you engaged in during need discovery. d. The approach is often overlooked or taken for granted. e. All of the above are true about the approach.

d. The approach is often overlooked or taken for granted.

Which of the following is not an appropriate way to gain the prospect's attention during the approach? a. The salesperson should create a carefully constructed attention-getting statement that focuses the prospect's attention solely on the salesman and his proposition. b. The salesperson should introduce a benefit of his product with a statement that relates to the prospect's need. c. The salesperson should appeal to the prospect's senses with visuals that the prospect can see and hold. d. The salesperson should focus on product features that will be advantageous to the prospect. e. All of the above should be used to gain a prospect's attention.

d. The salesperson should focus on product features that will be advantageous to the prospect.

Because the sale is made in the mind of the buyer and not the salesperson, a. Allow prospects to relate their dominant buying motives to you through the presentation of units of conviction. b. Gain prospect agreement on the problem during the approach so that the need discovery process can be a formality. c. Asking questions may lead prospects into agreeing to purchase something they don't really need. d. Using the questioning process to gain agreement on key issues is paramount. e. It may be advantageous to allow the buyer to lead during the need discovery process.

d. Using the questioning process to gain agreement on key issues is paramount.

A relationship salesperson can best succeed by a. Over promising and under delivering. b. Blaming others for any failure. c. Waiting for a prospect to make contact. d. Working with customers as their partner. e. Emphasizing all the benefits of the product being sold.

d. Working with customers as their partner.

Which of the following is a goal of the salesperson during the presentation? a. Translating features into benefits for the client. b. Gaining a commitment to act. c. Gain willing agreement for the solutions he suggests. d. Providing information to support product claims. e. All of the above are goals of the salesperson.

e. All of the above are goals of the salesperson.

A large percentage of business miscommunication comes through poor listening skills. Which of the following is true of salespeople with poor listening skills? a. They have a difficult time concentrating on what the prospect is saying. b. They are only partially engaged, spending most of their time thinking about what they want to say next. c. They are distracted by other people walking through the room. d. They tend to be more focused on their presentation, rather than listening to the prospect. e. All of the above seem to be true.

e. All of the above seem to be true.

A good salesperson does the following: a. Earns the prospect's trust. b. Makes others feel important. c. Works through any personality clash. d. Takes time before making a judgment. e. All of the above.

e. All of the above.

Customer service and satisfaction should be considered a. An essential step in the relationship selling cycle. b. An expression of customer appreciation. c. An income generating activity. d. As important as the quality of the product. e. All of the above.

e. All of the above.

In order to execute a successful approach, a salesperson should a. Greet the prospect warmly. b. Pay attention to his body language c. Maintain eye contact. d. Shake hands and pronounce name correctly. e. All of the above.

e. All of the above.

Multi-cultural diversification is important to an organization because a. Organizations that emphasize diversity have happier and more successful sales forces. b. An increasing number of businesses are minority owned. c. Knowledge and skill are not limited to one cultural group. d. Relationship building requires an understanding of cultural differences. e. All of the above.

e. All of the above.

Which of the following is a weakness of first impressions? a. They are usually based on feelings and emotions. b. Some event immediately preceding the interview may strongly influence the prospect's current behavior. c. All behavior traits do not show up simultaneously, and a short initial interview may not provide enough time for all traits to surface. d. The prospect may deliberately control behavior and allow you to see only certain chosen personality traits. e. All of the above.

e. All of the above.

Scott has asked the prospect if his company ever uses a particular printing method that has been shown to be cost effective in producing communications material. The prospect is answering the question while Scott sits quietly, trying to encourage the prospect to keep talking by remaining silent. What technique is Scott using with this prospect? a. Open-ended questioning. b. Getting agreement on the problem. c. Internal summary questioning. d. Closed-ended questioning. e. Amplification questioning.

e. Amplification questioning.

Prospects begin judging a salesperson the moment he or she a. Hands over his or her business card. b. Prospects typically reserve judgment until need discovery. c. Asks to close the sale. d. Leaves the room. e. Enters the room.

e. Enters the room.

The first four minutes of any first meeting are important because a. You must explain your proposition within that time frame or you will cross over the prospect's "will buy line." b. Most prospects' attention span will begin to fade after four minutes. c. You will only be able to sell to someone with whom you can establish rapport quickly. d. You must impress the prospect with your knowledge of their business needs. e. Four minutes is the average time a prospect will take to decide whether to buy from you.

e. Four minutes is the average time a prospect will take to decide whether to buy from you.

Relationship salespeople always a. Treat customers as long-term partners. b. Deliver more than they promise. c. Become an ally of their customers. d. Take responsibility for any mistakes. e. Fulfill all of the above statements.

e. Fulfill all of the above statements.

The first stage in the sales cycle involves a. Handling objections. b. Conducting pre-approach activities. c. Engaging in problem or need discovery. d. Making the presentation. e. Identifying qualified prospects.

e. Identifying qualified prospects.

"Would it help if the money was paid directly to you?" and "Is it safe to say that you would like to collect delinquent accounts quickly, without disturbing ongoing relationships with your customers?" are examples of what type of questioning technique when using the SPIN selling model? a. Problem questions. b. Need-payoff questions. c. Soluble questions. d. Situation questions. e. Implication questions.

e. Implication questions.

Which type of questioning technique is used as a means of giving feedback to the prospect? a. Getting agreement on the problem. b. Open-ended questions. c. Amplification questions. d. Closed-ended questions. e. Internal summary questions.

e. Internal summary questions.

Which of the following is a characteristic of a salesperson who listens well? a. He comes to his own conclusions before the speaker has said all he intends to say. b. As the prospect begins talking, he is already planning ahead on how he will respond. c. He ignores changes in tone of voice and voice inflection and concentrates only on what the speaker is saying. d. He will interrupt the prospect if necessary to clarify a point. e. None of the above are logical for a salesperson who listens well.

e. None of the above are logical for a salesperson who listens well.

Which of the following is the correct sequence in the relationship sales cycle model? a. Pre-approach, approach, presentation, need discovery, handling objections, closing, follow-up, prospecting. b. Pre-approach, need discovery, approach, presentation, handling objections, closing, follow-up, prospecting. c. Prospecting, pre-approach, approach, need discovery, handling objections, presentation, closing, follow-up. d. Prospecting, pre-approach, need discovery, approach, presentation, handling objections, closing, follow-up. e. Prospecting, pre-approach, approach, need discovery, presentation, handling objections, closing, follow-up.

e. Prospecting, pre-approach, approach, need discovery, presentation, handling objections, closing, follow-up.