Effective selling exam 1

influencer.

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

purchasing a new computerized inventory system.

A manufacturer of aquariums for consumers' homes is most likely to go through all eight steps of the organizational buying process when it is:

the selling price minus the cost of goods sold and selling costs

A seller's profit is _____.

encoding.

According to the communication process, when a salesperson develops a sales presentation, he or she is actively involved in:

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

Andrea works as a technical assistant for a software company. During a customer call, she asks her customer, "What is it that the new software fails to do?" In this scenario, Andrea is practicing the active listening skill of:

just-in-time inventory control.

Automatic replenishment (AR) and electronic data interchange (EDI) are elements of:

price discrimination

Court decisions related to the Robinson-Patman Act define _____ as a seller giving unjustified special prices, discounts, or services to some customers and not to others.

All of these

During a sales presentation, Teresa notices that her customer shifts position in his chair. In this scenario, which of the following can Teresa conclude about her customer? -The customer wants her to end the presentation. -The customer wants to place an order. -The customer strongly agrees with what she has said. -The customer strongly disagrees with what she has said.

provide the customer time to think.

During a sales presentation, the salesperson, Sabrina, needs to refrain from speaking after asking her customer a difficult question. Tolerating silence is often important to:

Restate the customer's comment

During a sales presentation, the salesperson, Ursula, is unable to understand what her customer means by his last statement. What should she do to verify her customer's intent?

To verify that he decoded the customer's message correctly

During a sales presentation, why does the salesperson, Roger, repeat, word for word, the negative comment his customer made about the company's service contract?

a thorough knowledge of their unique procurement procedures and rules.

Effective selling to government agencies requires:

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

From a buyer's perspective, value in a purchase decision equals _____.

efficient consumer response

Hammond Inc. supplies its retailers with handheld Crownlink electronic data interchange terminals. All of its retailers use these terminals to transmit merchandise orders to Hammond in Kansas City. Their inventories are always stocked as needed. Shipments are made daily as required by individual retailers. This is an example of a(n) _____ system.

The exact sizes of the intimate and personal zones depend on age, gender, culture, and race.

Identify a true statement about the four distance zones people use when interacting in business and social situations.

When goods are to be sold to an existing customer

Identify the situation in which the creativity level of a salesperson is low.

gave an expressed warranty.

If the salesperson for a paint manufacturer promised a purchasing agent that a certain brand of paint was mildew-resistant (when it was not), the salesperson:

the seller has title until the goods are received at the destination.

If the terms of the contract specify FOB (free on board) factory, then:

credulous person standard.

In Canada, where puffery is more closely monitored than in the United States, a salesperson told a customer a particular oven would cook meat better than any other oven in the market. The salesperson might be guilty of violating the:

obtrusive.

In terms of touching, buyers fall into two touching groups: contact and noncontact. Noncontact people view contact people as:

Decreasing the rating of a competitive product

In the context of changing the perceived value of a product, which of the following could be considered a dangerous strategy if employed by a salesperson?

passively receiving information but devoting little effort to analyzing the meaning of the presentation.

In the context of evaluating thought process through customers' eye position during a sales presentation, eyes focused straight ahead mean that a customer is:

the reseller approves of the incentives, and it is offered to all the reseller's salespeople.

In the context of incentives given by a producer to a reseller's salespeople, a spiff is considered legal only if:

speak slowly and leave a concise message

In the context of using proper techniques and etiquette when leaving voice mail messages, callers should _____.

social zone

Jennifer, a salesperson, meets her customer for the first time. In this scenario, Jennifer should begin interactions at the _____.

new-task

Kevin works for Irish Pub Company, a design and construction outfit that sells completely finished, made-in-Ireland pubs—with everything from beer taps to mosaic floors to decorative pieces like antique whiskey bottles—to American entrepreneurs. Kevin is trying to sell the Irish pub concept to a retired New York City business executive who wants to run his own business, but he is not an experienced pub owner and is reluctant to invest $300,000 in the project. Kevin should consider this a _____ buying situation.

Develop and maintain a personal code of ethics.

Larry, an inexperienced sales rep, has asked you to suggest ways to deal with potential ethical problems. What should you suggest?

just-in-time inventory control

Mike's Autos uses a supply chain management system to schedule the delivery of auto parts to arrive at its plants exactly thirty minutes before the parts are to be used in the assembly process. The company uses a(n) _____ system.

can be learned.

Most of the skills required to be a successful salesperson:

slow down when speaking.

People who use English in international selling should:

automatic replenishment (AR)

Rock-Tenn Corporation continually receives data on production schedules from its customers. It uses the information to determine the quantity of boxes to be shipped to them. Rock-Tenn has established a(n) _____ relationship with its customers.

of the unusual freedom and flexibility in doing their jobs.

Salespeople are like entrepreneurs because:

backdoor selling

Salespeople engage in _____ when they ignore a purchasing agent's (PA's) policy against contacting other employees without the PA's permission and directly contact other people involved in the purchasing decision.

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

Statutory laws:

listening rule

The 80-20 _____ suggests that salespeople should try to listen 80 percent of the time and talk no more than 20 percent of the time.

small lubrication payments when they are customary in a culture.

The Foreign Corrupt Practices Act (FCPA) legalizes:

Gramm-Leach-Bliley

The _____ Act requires written notification to customers regarding privacy policies.

Federal Trade Commission

The _____ is the most active regulatory agency in developing administrative laws affecting salespeople.

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

The business environment is changing dramatically, and organizational buying is also changing. As organizations are pressured to improve product quality, control costs, and minimize inventory, they are:

never owns the product.

The difference between a distributor and a manufacturers' agent is that a manufacturers' agent:

emotional and rational.

The evaluation and selection of products and suppliers are affected by the needs of both the organization and the individuals making the decision. These needs are categorized as:

evaluation of product performance.

The last step in the organizational buying process is the:

a spiff.

The manufacturer of Kingston freestanding greenhouses gives $100 as an incentive to a reseller's salespeople for each greenhouse they sell. This special incentive is known as:

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

The need for risk reduction is one of the factors affecting an individual making an organizational buying decision. What can a salesperson do to help reduce the risk?

intimate zone

The physical space between two people who are interacting can be divided into four distance zones. The zone reserved primarily for a person's closest relationships is called the _____.

the information supplied through publicity is perceived to be independent.

The reason information supplied through publicity is usually considered more credible than information supplied by a salesperson is that:

distribution channel.

The set of people and organizations responsible for the flow of products and services from the producer to the ultimate consumer is called a firm's:

encoding

The translation of thoughts into words is called _____.

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

Using the life-cycle costing approach, salespeople can demonstrate that:

create value

Valerie's goal as a sales representative is to _____, which is the total benefit that her company's products and services provide to buyers.

calculating how much amount is spent with each vendor and for which products.

Vincent is trying to analyze how important his suppliers are to his business. He wants to know which supplier is best for a long-term relationship. If he has to apply the supplier relationship management (SRM) strategy, Vincent should most likely begin the analysis by first:

the buyer assumes responsibility, cost, and risk for shipping of the bars.

When James sold protective window bars for a nursing home complex, he specified in the contract that the bars would be shipped FOB factory. According to the UCC, this means that:

emotional intelligence.

When LeAnn called on a long-time customer, she realized that the man was upset about the loss of his pet and took the time to listen to his problem. She was able to sympathize with the customer's recent loss of a pet by using her:

Decreasing the price of the product

When firms want to influence the perceived value of one of its products among customers, which of the following strategies is typically used as a last resort?

All of these

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

Space

Which of the following is a form of nonverbal communication?

None of these

Which of the following is a suggestion for active listening? -To avoid repeating information -To avoid summarizing information already provided -To refrain from embarrassing a customer by rephrasing his or her comments -To discourage any moment of silence during a sales pitch

White space in an e-mail is a good idea, as it can make reading the e-mail easier.

Which of the following is a valid suggestion for salespeople with regard to e-mail and text message communication?

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

Which of the following is an example of reciprocity?

Searching for prospective customers

Which of the following is usually the first step in the selling process of a product?

Building partnering relationships with customers after the completion of sale

Which of the following is usually the last step in the selling process of a product?

Management consulting services

Which of the following products would most likely be the hardest for a new salesperson to sell?

Sales literature

Which of the following sources of information would customers usually view to be less credible than the others?

A salesperson's appearance is certainly impacted by the customers' industry.

Which of the following statements about appearance as a nonverbal communicator is true?

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

Which of the following statements about how salespeople spend their time each week is true?

Salespeople responsible for existing customers place more emphasis on selling products than on servicing and relationship building.

Which of the following statements about salesperson relationships with customers and prospects is true?

It encouraged citizens to press claims against vendors that fraudulently sold to the U.S. government.

Which of the following statements is true about Lincoln Law?

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

Which of the following statements is true about response time?

It applies only to interstate commerce.

Which of the following statements is true about the Robinson-Patman Act of 1934?

They are normally required for sales over $500.

Which of the following statements is true about written agreements?

A new-task situation

Which of the following types of purchase situations requires a longer time compared with others to arrive at a purchase decision in an organizational buying decision process?

A straight rebuy situation

Which of the following types of purchase situations requires the least number of people in the organizational buying decision process?

Be a leader, and wear the latest fashions.

Which of the following would be the WORST advice for Timothy, a salesperson, at an office supplies store?

Subordination

_____ involves paying large sums of money to higher-ranking officials to get them to do something illegal or to ignore an illegal act.

Lubrication

_____ involves small sums of money or gifts, typically made to low-ranking managers or government officials, in countries where these payments are not illegal.

Supplier relationship management

_____ is a strategy by which organizational buyers evaluate the relative importance of suppliers and use that information to determine with whom they want to develop partnerships.

Emotional intelligence

_____ is the ability to effectively understand and use one's own feelings and the feelings of people with whom one interacts.

Administrative

_____ laws are established by local, state, or federal regulatory agencies.

Distributor salespeople

_____ sell products made by a number of manufacturers to businesses.

Missionary salespeople

_____ work for a manufacturer and promote the manufacturer's products to other firms that buy the products from distributors or other manufacturers, not directly from the salesperson's firm.