Final

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Which of the following statements is the best example of a minor-point close?

"Do you want those pillows in maroon or ebony?" (ch13)

Which of the following is an example of the introductory approach?

"Hello, Ms. Rosenberg, my name is Sashmi Patel, representing the Pearce Chemical Company." (ch10)

Which among the following is the best example of a no-need objection?

"I am pleased with the performance of the car I have now." (ch12)

Which among the following is the best example of a money objection?

"I cannot really afford to purchase a new car right now because I just moved." (ch12)

Which of the following is the best example of a source objection?

"I want to buy from a more established car dealer." (ch12)

Which of the following is NOT an example of what a pharmaceutical salesperson should say immediately after dealing with a prospect's objection?

"Shall I write up your order now?" (ch12)

Which of the following is the best example of a stalling objection?

"Sounds good! I'll need to clear it with my boss before I can make a purchase."

Which of the following statements describes a product feature?

"These table lamps are offered in either a silver or black finish." (ch4)

Which of the following is the best example of the standing-room-only close?

"We have only one more digital camera in stock, and we won't be receiving more until next month." (ch13)

Which of the following statements, if false, would most likely have legal consequences?

"We offer a 100 percent order-fill rate; you'll never experience a back-order." (ch3)

Which of the following questions is an example of a direct question?

"Would you like to try a free sample today?" (ch10)

What response is most likely expected from a prospect when a salesperson uses a counter suggestion such as, "Do you really want an SUV with all of these extra features?"

"Yes, this model has lots of features that aren't available on other SUVs." (ch11)

All of the following are benefits of e-selling for salespeople EXCEPT:

(ch1)

In addition to performance, the salary earned by a sales manager is LEAST related to the:

(ch1)

The person who telephoned James last night to ask him if he was interested in adding HBO and Cinemax to his current television cable system would be classified as a(n):

(ch1)

The implication and need-payoff questions used in SPIN are examples of ____ questions.

(ch10)

Which of the following statements about problem questions in the multiple-question approach is true?

(ch10)

"Can you visualize how excited your family will be when you tell them you have purchased this Disneyland vacation package?" The salesperson is making a(n):

(ch11)

A salesperson should ask a prospect to buy only when the prospect reaches the _____ stage of the mental buying process.

(ch11)

As the pet storeowner was explaining her idea for a promotion, the salesperson asked, "Should you buy three or four cases of dog treats for your "Pamper Your Pet" promotion?" This is an example of a(n):

(ch11)

Logical reasoning is best described as a:

(ch11)

When two situations have something in common, they can be effectively compared by using a(n):

(ch11)

Which of the following is typically used to explain how something works?

(ch11)

A psychological objection is considered as a(n) _____ objection.

(ch12)

The "Feel-Felt-Found" technique for meeting an objection is a variation of the _____ method.

(ch12)

What are the two types of answerable objections?

(ch12)

When the prospect said, "I know that your company usually ships in batches of six dozen cases, but I don't have room to store that much merchandise." The salesperson must first:

(ch12)

Which formula best describes the relationship among price, cost, and value?

(ch12)

Which of the following is a positive method for dealing with price issues during the business proposition phase?

(ch12)

Which of the following statements about the price/value formula is true?

(ch12)

According to the text, which close is especially useful as a secondary or backup close?

(ch13)

According to the text, which closing technique is effective in all situations?

(ch13)

Assume that a salesperson asks a prospect to buy, and surprisingly, the prospect agrees. What should the salesperson do now?

(ch13)

Even though Tristan and Adela had not placed their order, the salesperson asked the couple, "Would you prefer delivery of this dishwasher Thursday or Saturday?" This type of question is an example of a(n) _____ close.

(ch13)

The compliment close is most effective when the prospect is:

(ch13)

The salesperson says, "Would you be willing to accept a limited 2-year warranty that only covers parts and not labor?" This is likely to be a _____ close.

(ch13)

You are selling skiwear to the manager of a large ski resort. The manager has agreed to order ten down-filled jackets. After finalizing the sale, you should:

(ch13)

Selling requires three Fs. What are they?

(ch14)

As a long-term ally, the consultative salesperson:

(ch2)

Coca-Cola For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere else in the world. That success has been attributed to the Barron family who were the local bottlers for Coke products. The Barrons believe that their success was due to customer loyalty. Through most of the twentieth century, the bottler cultivated small retailers and worked hard, selling Coke from stores to schools to doorsteps. The personal service is remembered by people who grew up in Rome. When someone passed away, the Coke salesperson would leave a couple of cases on the deceased's family's front porch. In Rome, the Coke salesperson was an important member of the _____ element of the marketing mix.

(ch2)

The development of package design, trademarks, warranties, and service policies is associated with the _____ element of the marketing mix.

(ch2)

Which of the following statements about transactions and exchanges is most likely true?

(ch2)

A(n) _____ would tell Quinton that he should return unauthorized competitive information to its owner without examining it, even though the information would more than likely result in a large commission for Quinton.

(ch3)

Which of the following would most likely trigger an ethical dilemma?

(ch3)

During the _____ phase of the buying decision process, the buyer rates her preferences among products she is considering.

(ch4)

Stage Technologies is a London-based company that supplies engineering solutions for the entertainment industry. It has helped the boy-band Westlife make a flying entrance onto stage and provided stage-rigging packages for the Princess cruise line. The company was established in 1994 after a couple of production designers decided that the automation of theater productions could be done more safely and more efficiently by using modular production rather than the old "build-as-needed" formula. The company installs wenches, stage lifts, and other equipment commonly used in stage productions. The equipment is designed so it can be operated from a single console without heavy lifting. Both opera companies and theaters see the benefit of such a system, but many are reluctant to buy because of perceived costs. Joseph Harris is the company's best salesperson. Harris is making a sales call on the manager of a theater that is planning to perform three plays this season that include complicated lifting, flying, and a working trapdoor. The manager is aware of the time, labor, and monetary costs involved in staging these productions and wishes there was an easier way to produce the three plays. Buyer's remorse would most likely occur if:

(ch4)

Which of the following statements describes a product feature?

(ch4)

Aaron enjoys spending time with customers, often makes spontaneous sales calls, and has a tendency to postpone writing reports. His desk is full of pictures of his many children and grandchildren. What personality type is Aaron?

(ch5)

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

(ch5)

During sales presentations, Tyrone, a computer salesperson, asks prospects various questions about previous experiences with other computers and their opinions about the quality and price of the computers he sells. Tyrone uses _____, a good tool of the successful salesperson.

(ch5)

A manufacturer that bases its charge to customers on the customer's location or the customer's distance from the shipping point is using a(n) _____ price.

(ch6)

A salesperson who used a(n) _____ would be able to track customer buying patterns.

(ch6)

If one case of Winston brand chocolate molds costs $10.00, but a single order for 10 cases costs a total of $94.00, it is most accurate to say that:

(ch6)

Which of the following is a fully functional computer that works as an extension of a salesperson's personal computer?

(ch6)

Norman, the owner of CompuTex, recently installed computers at Harding Industries. Norman recommended that the Harding Industries office manager contact Computer Services, Inc. to schedule a computer training class for Harding's employees. This is an example of the _____ method of prospecting.

(ch7)

A salesperson's chosen presentation method and approach technique should most likely be based on which of the following?

(ch9)

The parallel dimensions of selling enable salespeople to:

(ch9)

When selling highly complex or technical products, such as industrial equipment or accounting systems, salespeople often are required to make several sales calls to develop a detailed analysis of a prospect's needs. What kind of sales presentation would such a selling situation require?

(ch9)

Which of the following would be an example of a salesperson who is moonlighting unethically?

A building supply salesperson who sells vacation real estate on company time. (ch3)

According to the text, which of the following is a true statement regarding business attire?

A salesperson's wardrobe plays a significant factor in sales success. (ch5)

When Ford Motor Company pays to use nonpersonal communication to present information to potential buyers, it is using which promotional activity?

Advertising (ch2)

What is the primary factor that differentiates the four sales presentation methods?

Amount of communication controlled by the salesperson

Which of the following would be the LEAST effective trial close question?

Are you ready to order? (ch4)

Adrian, who has just met his prospect, begins by telling an interesting story about the last customer who bought his product and benefited by it immediately. The prospect is initially interested but growing impatient. What should Adrian do?

Ask the prospect about his current needs (ch 8)

There are six common mistakes that prevent a salesperson from making a successful sales call. Which of the following is NOT one of those mistakes?

Asking too many questions; making the prospect do too much talking. (ch13)

Even though the prospect had not yet agreed to buy, the salesperson said, "I'll make sure the carpeting is delivered to your house this Saturday." What type of close has the salesperson used?

Assumptive (ch13)

Which of the following closing techniques is LEAST preferred when calling on an indecisive customer?

Assumptive (ch13)

Which of the following is most likely true about a trial close?

Attempt a trial close after overcoming each objection. (ch13)

In which of the prospect's mental steps would interruptions be most difficult for a salesperson to overcome?

Attention (ch 8)

_____ attempts to have prospects imagine using the product themselves.

Autosuggestion (ch11)

Which of the following is the LEAST likely communication method for building long-term relationships based on the Golden Rule of Selling?

Becoming multi-lingual (ch5)

Which of the following is LEAST likely an ethical issue faced by most sales managers?

Benefits flexibility (ch3)

Which method aids a salesperson to turn an objection into a reason to buy?

Boomerang (ch12)

Which of the following terms best describes the relationship between a salesperson and a client that revolves around business-related issues?

Business friendship (ch14)

Which component of a customer benefit plan most likely includes price, percent markup, and ROI?

Business proposition (ch 8)

What is the main similarity between the minor-points close and the alternate-choice close?

Buyers must decide between two options. (ch13)

_____ are composed of multifunctional specialists who ensure that their organizations convey their needs to the seller and evaluate the accuracy of the supplier's recommendations.

Buying teams (ch2)

What is an objective of both the statement and demonstration approach?

Capture the prospect's attention (ch10)

Smith-Lockwood, a gift store, ran a half-page newspaper advertisement for Howard Miller brand clocks. Smith-Lockwood's Howard Miller supplier reimbursed the store's owner for the media cost. What type of advertising has most likely been used?

Co-op (ch6)

Miles sells greenhouse equipment. When meeting with Ray Dover, Miles said, "I talked to the owner of Tarpon Gardens today, and she said you have the best selection of roses of any grower in this area. I think my products can help you maintain healthy bushes with less work." What type of close did Miles use?

Compliment (ch13)

Todd, a sales representative for a textbook publisher, knows the name and direct line of each client's administrative assistant. Which type of software most likely helps Todd keep track of this information?

Contact management (ch6)

Which of the following provides a list of all the customers a salesperson meets in the course of conducting business?

Contact management software (ch6)

Which type of suggestion is intended to evoke an opposite response from the prospect?

Countersuggestion (ch11)

What is the second step in developing a customer benefit plan?

Creating a marketing plan (ch 8)

"Do you know why you should be using synthetic motor oil in your new Lexus?" the service manager asked Henri Wilton when he brought his new car to the Lexus dealership for a routine servicing. What type of approach is the service manager using?

Curiosity (ch10)

The equipment salesperson asked the professional landscaper, "Did you know the Red Max brand backpack blower can save you time and money because it is the most powerful blower on the market and because it features an extra-large fuel tank?" What kind of an approach was the salesperson using?

Customer benefit (ch10)

Which of the following is the problem associated with using the formula sales approach without knowing customers' needs?

Customer objections may arise early in the presentation. (ch9)

Which of the following is a unique benefit of personal selling?

Customizing presentations to match customer needs (ch2)

In which of the following situations is the individual NOT actively engaged in selling?

Daniel is creating a logo for his home-based Web services company.(ch1)

LeAnn, a salesperson for a Honda dealer, has spent the last 20 minutes with a customer who came to the showroom. LeAnn listened carefully to the customer and asked questions about the customer's needs and interests. LeAnn has determined that the customer most likely needs a Honda Civic. What should LeAnn do next?

Discuss the benefits of the Honda Civic (ch4)

The prospect asked, "Does this display case come with its own lighting system?" The salesperson responded with, "Before you decide to buy, notice how the doors to the case can be easily secured against tampering." What method was the salesperson using to meet this objection?

Dodge (ch12)

When the prospect asked, "Will I get a 2-year service warranty on this heating system?" The salesperson responded, "Before you decide to buy, let me tell you about how this new timer will save you money." What method was the salesperson using to meet the prospect's objection?

Dodge (ch12)

Which of the following statements about economic needs is true?

Economic needs refer to the buyer's need to purchase the most satisfying product for the money. (ch4)

_____ is the ability to identify and understand the other person's feelings, ideas, and situation.

Empathy (ch5)

Which term refers to the rights desired by employees regarding their job security and treatment by employers?

Employee rights (ch3)

Which of the following occurs when the right or wrong decision cannot be clearly identified?

Ethical dilemma (ch3)

You have completed the sales call and are no longer with the client. What should be your immediate next step?

Evaluate the sales call (ch14)

Which of the following is NOT one of the four main elements in the customer relationship process used by salespeople to build long-term relationships?

Evaluating competitors (ch 1)

Which of the following statements about the international side of ethics is most likely true?

Every employee of a U.S. company is subject to U.S. law regardless of the country in which business is conducted (ch3)

In what order are the feature, advantage, and benefit presented in the following statement? "This fishing trawler has a 10 percent greater capacity than boats of a similar size. It will save you at least $100 per fishing trip because it can carry more fish than other boats on the market."

Feature, benefit, and advantage (ch4)

Assume the salesperson for a janitorial service completes the sales presentation and asks for the order. The prospect says, "No, I'm not ready to buy now. Try me again later next month." Which of the following techniques for handling objections should the salesperson use?

Five-question sequence (ch12)

Which of the following would LEAST likely improve a salesperson's listening skills?

Focusing on emotion-filled words (ch5)

Which term refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer?

Follow-up (ch14)

Lowell is anticipating an objection from his prospect concerning the quality of the adhesives his company sells. He plans to weave into the early part of his presentation information about the product's recent "best buy" rating from a consumer information magazine before the prospect can bring up the quality issue. Which of the following methods is used by Lowell for meeting this objection?

Forestalling (ch12)

_____ refers to the salesperson discussing an objection before a prospect has the opportunity to ask about it.

Forestalling (ch12)

Robert, a sales representative for JBR International, is giving a group sales presentation. Robert has gone through the opening steps of establishing the credibility of JBR. What should Robert most likely do next?

Gather input about the criteria for making a purchase (ch 9)

In your position as an electronics salesperson, one of your retailers tells you to take back some unsalable goods. You are not sure if the customer's claim is honest or not. You do not want to make the retailer unhappy as he brings you good business. How do you tackle this situation?

Give the benefit of doubt to the customer and return the goods. (ch14)

Which of the following sales personnel activities is considered ethically acceptable?

Giving a $10 dollar gift to a $10,000 customer (ch3)

The _____ refers to the sales philosophy of unselfishly treating others as you would like to be treated.

Golden Rule of Personal Selling (ch1)

(p. 12) In which of the following industries are you most likely to find a sales engineer being used?

Heavy equipment (ch1)

What is one of the reasons that people choose sales jobs?

High degree of freedom (ch1)

What is one of the reasons that people choose sales jobs?

High degree of freedom(ch1)

According to the text, there are several questions you should ask yourself as you decide whether a career in sales is appropriate for you. Which one of the following is LEAST relevant to determining whether a career in sales is best for you?

How much money do I want to earn? (ch1)

Which of the following statements about feedback is most likely INCORRECT?

If a salesperson fails to notice the feedback signals being sent by a prospect, no feedback occurred.(ch5)

Which of the following is NOT a feature associated with electronic calendar management?

Includes product order history (ch6)

You are giving a tour of businesses to several classical musicians from China. One of the Chinese in the tour group has asked you to define the purpose of business. How should you answer this question?

Increase the general well-being of people by selling goods and services (ch2)

Which type of suggestion method seeks to create doubt about a competitor's products?

Indirect suggestion (ch11)

Which of the following statements about personal selling is true?

It falls under the marketing mix category of promotion.(ch2)

Which of the following positions appears lower than other positions in the upward sequence of job movements during a sales career?

Key account salesperson (ch1)

_____ is the standard amount charged to customers for a product.

List price (ch6)

______ is the standard amount charged to customers for a product.

List price (ch6)

Which of the following is an example of a guideline to follow when using visual aids, dramatics, and demonstrations?

Make your sales objectives simple, clear, and straightforward. (ch11)

_____ is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large

Marketing (ch2)

Which of the following links customers and organizations?

Marketing group (ch2)

Anna Reyes has selected a selling technique in which she has more control over the conversation between buyer and seller than with any other sales presentation method. What technique is Anna most likely using?

Memorized (ch9)

Donna is planning her first Pampered Chef party during which she will try to sell the company's cooking utensils and gadgets. Donna is new to sales and feels nervous about the sales presentation. Which of the following methods would be best for Donna?

Memorized (ch9)

"Would you prefer the 16-inch or the 20-inch hedge clippers?" This statement is an example of _____ close.

Minor-points (ch13)

Which of the following statements is NOT a reason that explains why a salesperson should welcome prospect objections?

Most customer objections are raised at the closing stages of a sales presentation. (ch12)

Which of the following statements about small businesses is false?

Most large firms began as small businesses (ch1)

According to the text, why do most employees in organizations succumb to questionable ethical standards or only follow formal policies?

Most people are in the preconventional and conventional levels of moral development. (ch3)

_____ advertising is designed to reach all users of the products whether consumers or industrial buyers.

National (ch6)

The need-satisfaction sales presentation has several phases. Which of the following presents those phases in the correct order?

Need-development, need-awareness, and need-fulfillment (ch9)

Which of the following statements is true about how you, as a salesperson, should cope with the competition during a sales presentation?

Negative comments about a competitive product may insult the prospect. (ch11)

_____ refers to reaching an agreement that is mutually satisfactory to both buyer and seller.

Negotiation (ch12)

What is the most reliable and effective method for finding new prospects?

Networking (ch7)

Which of the following measures is NOT used to determine how well a salesperson has penetrated an account?

Number of referrals earned from the account (ch14)

A salesperson asks the prospect," What do you think about our new line of products?" Which approach is being used?

Opinion (ch10)

Which of the following is a fully functional computer that works as an extension of a salesperson's personal computer?

PDa (ch6)

Which of the following refers to a brief story used to illustrate a point and to compare something familiar to something unfamiliar?

Parable (ch11)

Which type of proof statement would be best for a salesperson trying to convince a current customer to place a larger order?

Past sales figures of the buyer (ch11)

What is the meaning of Elmer Wheeler's statement, "Sell the sizzle, not the steak"?

People buy for unknown emotional reasons. (ch4)

Surveys have found that salespeople are rated low on ethics and honesty. What is the most likely reason for such results?

People lack trust and confidence in sales personnel. (ch 1)

Routine decision making is most likely involved when an individual purchases a _____.

People magazine (ch4)

_____ is traditionally defined as the personal communication of information to persuade a prospective customer to buy something which satisfies that individual's needs.

Personal selling (ch1)

Which of the following factors has the LEAST influence on an individual's core belief system?

Physical appearance (ch3)

What are the elements of the circular relationship in managing a sales call?

Planning, implementation, and evaluation (ch14)

Theo is in Target looking for a gift for his girlfriend. Theo is not sure of what he wants except in general terms. At what level of need awareness is Theo in?

Preconscious (ch4)

Mark is the salesperson of a large FMCG company. You are calling on the purchase agent of a restaurant to inform him about a new promotional offer and to ask for an order of 100 cases. When Mark enters the customer's place, he realizes that the customer is in a bad mood. How should Mark most likely respond to this situation?

Present the offer and ask for the order as usual. (ch13)

_____ ask the prospect to visualize using products that famous people or companies use.

Prestige suggestions (ch11)

Ford is offering customers $1,000 cash back if they purchase a Ford Focus in the month of December. Which component of the marketing mix is most likely illustrated by Ford's tactic?

Price (ch2)

Which term refers to giving some customers promotional allowances and support while not making other customers aware of such opportunities?

Price discrimination (ch3)

Which term refers to gathering information and uncovering customer needs by using one or more questions?

Probing (ch5)

"The copier we have still makes great copies," says your prospect. Which major category of objection are you experiencing?

Product (ch12)

Which of the following correctly represent the discussion sequence in a sales presentation?

Product discussion, presentation of marketing plan, explanation of business proposal, close. (ch9)

Which marketing mix activity is being used when the salesperson participates in a trade show or uses telemarketing?

Promotion (ch2)

Which of the following is most likely true about proof statements?

Proof statements can substantiate a salesperson's product claims.

Which term refers to a group of names of potential customers gathered from a variety of sources?

Prospect pool (ch7)

Which of the following purchases would most likely involve extensive decision making?

Purchasing a condominium (ch4)

Suzanne, a sales representative at MedEx, a pharmaceutical firm, was being sexually harassed by her manager, Phil. After Suzanne refused to submit to Phil's advances, he threatened to fire her. Suzanne can most likely sue MedEx based on which type of sexual harassment?

Quid pro quo (ch3)

Petra Lamar approached her prospect with the following words, "Hello, Dr. Keeler, Willa Fox with the County General Hospital suggested that I contact you concerning our new MRI scanner." What type of approach statement was Petra Lamar using?

Referral (ch10)

_____ marketing is based on the idea that important customers require constant attention.

Relationship (ch14)

_____ marketing is the creation of customer loyalty.

Relationship (ch2)

A supermarket chain was negotiating with a manufacturer of different types of meat grinders. Before the sale, the chain's management was impressed with the service they received from the salesperson. After the sale, however, when the blade on the frozen block grinder broke, it took them two weeks to locate the sales representative. Which of the following is illustrated in this example?

Relationship gap (ch2)

The prospect says, "Your price is two percent higher than your competitor's." The salesperson responds, "What you're saying is you want to get the best product for your money—right?" The salesperson is using which technique for meeting objections?

Rephrase (ch12)

_____ purchase products and then sell the products to organizations and/or individuals

Resellers (ch2)

Which of the following best describes Western and Eastern European handshakes?

Reshake hands after a lunch or a short break (ch5)

Local supermarkets and department stores regularly advertise nationally distributed brand products. Which of the following advertisement types are they most likely to use?

Retail advertising (ch6)

Local supermarkets and department stores regularly advertise nationally distributed brand products. Which of the following advertisement types are they most likely to use?

Retail advertising (ch6)

Which of the following is an example of a consumer sales promotion?

Retail coupons (ch6)

Which of the following laws allows sellers to grant quantity discounts to larger buyers based on savings in manufacturing costs?

Robinson-Patman Act (ch3)

Which term refers to combining a question with a discussion of a product's FABs?

SELL sequence (ch11)

The _____ involves the showing of a product feature, explaining the advantage, leading into a benefit, and then letting the customer talk by asking a question about the benefit.

SELL sequence (ch4)

In most cases, which of the following receives the highest percentage of a firm's promotional budget?

Sales force (ch2)

Which of the following would most likely remind a salesperson to send a thank-you letter to a sales prospect?

Sales force automation system (ch6)

Which term refers to opposition or resistance by the prospect to information or to the salesperson's request?

Sales objection (ch12)

_____ involves activities or materials used to create sales for goods and services, such as coupons and sales contests.

Sales promotion (ch2)

Which term refers to an employer's effort to provide the opportunity for salespeople to learn about the job-related skills, knowledge, and attitudes that lead to sales success?

Sales training (ch6)

Which term refers to an employer's effort to provide the opportunity for salespeople to learn about the job-related skills, knowledge, and attitudes that lead to sales success?

Sales training (ch6)

Which of the following statements about sales jobs is most likely false?

Salespeople spend little or no company funds for entertainment. (ch1)

According to the text, what is the most difficult trait for a salesperson to develop?

Self-control (ch 1)

According to self-concept theory, which term refers to how people see themselves?

Self-image (ch5)

Jon Querillian wants to create a network of prospects for his landscaping business. Which of the following would be the LEAST effective method?

Sending contacts unflattering information about the competition (ch7)

Sharon, a salesperson for a greeting card company, is responsible for sales in the northern part of California. Sharon's manager has decided to change Sharon's key account in the territory to a house account. Why would Sharon most likely dislike this decision?

Sharon will lose the commission for the key account. (ch3)

Identify the area that is normally used for a sales presentation.

Social space (ch5)

Dwight has recently been promoted to a position as a territory manager. Which of the following should Dwight expect to do in his new job?

Solving customer issues (ch 1)

_____ objections relate loyalty to a present supplier or salesperson.

Source (ch12)

Which of the following pieces of information would be LEAST important for a salesperson to know about the product she sells?

Steps and safety precautions required to make the product (ch6)

Eli is excited because a prospect has just signed a purchasing agreement for the biggest sale Eli has made in his two-year sales career. Eli is obviously happy as he sits across the desk from his newest customer. What should Elli do now?

Stop talking about the product ordered and leave the customer's office (ch4)

When the salesperson helps her prospect make a two-column list with reasons in favor of buying on one side and reasons against buying on the other, she is using the _____ close.

T-account (ch13)

_____ skills refer to the seller's understanding and proficiency in the performance of specific tasks

Technical (ch1)

Which of the following is a disadvantage of the memorized sales presentation?

The memorized sales presentation presents features, advantages, and benefits that may not be important to the buyer. (ch 9)

When is a customer most likely to make a complaint?

The product has been backordered. (ch14)

Why should a salesperson first select a sales presentation method and then the approach?

The sales presentation method determines how to open the presentation. (ch9)

What is the most likely reason that some salespeople dislike the need-satisfaction sales presentation approach?

The salesperson must give the prospect some control of the selling situation. (ch9)

Which of the following statements about order-getters is most likely true?

They typically earn more money than order-takers. (ch1)

Which of the following is identified by the text as a conceptual skill?

Thinking strategically (ch1)

Which of the following is NOT a valid reason for using dramatics in the sales presentation?

To create a powerful proof technique (ch11)

According to the text, why should salespeople dress in armor?

To deal with the ethical dilemmas that occur in sales (ch14)

Ben is a salesperson for a company that manufactures gardening equipment. Why does Ben most likely insist on mailing his retail customers, birthday, holiday, and special occasion cards containing seed packs?

To show his appreciation of his customers (ch14)

Which of these statements about formula presentations is true?

To successfully use the formula sales presentation method, the salesperson must have previously identified the prospect's needs and wants. (ch 9)

What is the most basic level of customer relationship marketing?

Transaction selling (ch14)

Which of the following is NOT an appropriate time to request a referral?

Trial close stage (ch7)

What is the salesperson's best course of action when dealing with a hidden objection?

Trying to uncover the objection with questions (ch12)

Which of the following is an acceptance signal?

Uncrossed legs (ch5)

What should a salesperson do after finishing the sales presentation?

Use a trial close to determine the prospect's attitude (ch12)

Assume that you are a male salesperson. What advice does the text give you about the length of your hair?

Use hair styling products to maintain a stylish appearance. (ch5)

Which of the following questions would most likely be asked by a person at the preconventional level of moral development?

What can I get away with? (ch3)

Which of the following questions would most likely be asked by a person at the principled level of moral development?

What is the right thing to do? (ch3)

Which term refers to the different beliefs people have about the world around them?

Worldview (ch3)

Customer satisfaction refers to:

a feeling towards the purchase. (ch14)

The first level of relationship in a business friendship is that of:

acquaintances. (ch14)

Terrell, the marketing manager of Tekna Tools, is planning to attend the Anaheim Woodworking Trade Fair. Terrell will have a higher probability of success if he:

acts assertively toward approaching passersby. (ch7)

Cooling-off laws:

allow time buyers to cancel contracts. (ch3)

ask the manager his opinion about the system. (ch4)

If a prospect chooses not to purchase a salesperson's product, the salesperson should most likely:

ask the reasons why. (ch 9)

In a SMART sales call objective, the "T" refers to the fact that the objective should:

be timed (ch 8)

You are working at your part-time job in a hardware store near a campus. A customer in the paint department complains that the new tops on the paint thinner seem hard to remove. You reply, "Yes, they are. They're designed that way so that children can't get into the thinner." You have just used the _____ technique.

boomerang (ch12)

Manufacturers are LEAST likely to use premiums for:

boosting the future sales of fast moving products. (ch6)

According to the text, salespeople need to have sales knowledge to:

build the buyer's confidence in the salesperson (ch6)

Daniel sells medical equipment, and he has been advised to contact the comptroller at the Cedar Bluff Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex. Daniel has not yet made the sales call because he hates to be pushy. Daniel is experiencing:

call reluctance (ch7)

As you discuss your proposition with your potential buyer, you notice that she is leaning away from you and staring mostly at the paperweight she is fidgeting with. You are receiving _____ signals.

caution (ch5)

Prospecting via the _____ method involves finding and cultivating people in a community who are willing to help a salesperson find prospects.

center of influence (ch7)

A veterinarian ran a local newspaper advertisement announcing it was the exclusive distributor of Hill brand gourmet pet food. The Hill salesperson reimbursed the veterinarian for the media cost. This is most likely an example of _____ advertising.

co-op (ch6)

Abel, a teenager, is trying to earn money by operating a dog walking service. Abel is knocking on the door of every dog owner within a six-block radius of his house and asking if the homeowner would like to use his service. Abel is using the _____ method of prospecting.

cold canvass (ch7)

The counterbalance method of dealing with objections is also known as the _____ method.

compensation (ch12)

After dealing with a prospect's objection, the very next thing the professional salesperson should do is to:

conduct a trial close. (ch12)

The levels of need awareness in order from first to last are:

conscious, preconscious, and unconscious.

The levels of need awareness in order from first to last are:

conscious, preconscious, and unconscious. (ch4)

Maria sells women's accessories. Her prospective buyer is smiling and eyeing the samples that Maria brought for the sales presentation. The prospect's legs are uncrossed, and her arms are relaxed. Maria should:

continue as planned with the sales presentation. (ch5)

The _____ close requires the salesperson to ask the prospect a series of benefit questions.

continuous-yes (ch13)

Gene sells ski clothing and is meeting with the retail buyer for a large ski resort. When the prospect says, "I've seen enough, Gene. There is no doubt in my mind that your company will provide our resort with the best quality ski clothes for the money," the prospect has reached the mental step called:

conviction (ch 8)

A salesperson should ask a prospect to buy only when the prospect reaches the _____ stage of the mental buying process.

conviction (ch11)

The prospect is likely to be in the _____ stage of the mental buying process when ready for a close.

conviction (ch13)

During the typical first step of the problem-solution presentation, a salesperson should:

convince the prospect to allow an analysis of the prospect's problem. (ch9)

General statements of principle are often called:

corporate credos (ch3)

The real estate agent asked the young parents, "Do you really want to live so close to an elementary school?" This is an example of a(n):

countersuggestion. (ch11)

Salespeople use geographic information systems to:

create more efficient routing patterns. (ch6)

Clearwater Hampers Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call on the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. "Hi, I'm Peter Austin from Clearwater Hampers. How would you like to give your clients a unique gift that will clearly demonstrate your gratitude for their business?" Austin's question suggests that he is using the _____ approach.

customer benefit (ch10)

A salesperson should most likely refuse to handle a complaint if the:

customer is being dishonest. (ch14)

A _____ would answer questions such as "What is the buyer's background?" and "What are the company's purchasing policies?"

customer profile (ch 8)

Stage Technologies Stage Technologies is a London-based company that supplies engineering solutions for the entertainment industry. The company installs winches, stage lifts, and other equipment commonly used in stage productions. The equipment is designed so it can be operated from a single console without awkward or heavy lifting. Both opera companies and theaters see the benefit of such a system, but many are reluctant to buy because of perceived costs. John Hastie and Mark Ager, the company's best salespeople, must design sales presentations that address these concerns. Hastie and Ager would most likely use the formula presentation approach when:

dealing with a rebuy situation. (ch9)

Robert Clarence is a(n) _____ for a manufacturer of restaurant-grade appliances. He does not directly solicit orders. His primary duties involve promotional activities such as introducing and demonstrating new products at trade shows.

detail salesperson (ch1)

The underlying component of a successful sales presentation is:

determining the customer's needs. (ch4)

The underlying component of a successful sales presentation is:

determining the customer's needs.(ch4)

A salesperson engaged in sales call planning should:

develop a customer benefit plan. (ch 8)

Gina asked the customer, "Do you need a purse to go with these new shoes you just bought?" This is an example of a _____ question.

direct (ch10)

According to the text, tact is particularly crucial in using the _____ technique for handling objections to avoid offending the prospect.

direct denial (ch12)

Donna Carter goes from house-to-house in her neighborhood taking orders for Pampered Chef kitchen products. Donna's face-to-face sales with consumers are an example of:

direct selling (ch1)

"Based on your needs, I suggest you buy the model 1000 copier." The salesperson is making a(n):

direct suggestion. (ch11)

In cases where there are a large number of prospects for a product, a salesperson should most likely use:

direct-mail prospecting. (ch7)

Coca-Cola For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere else in the world. That success has been attributed to the Barron family who were the local bottlers for Coke products. The Barrons believe that their success was due to customer loyalty. Through most of the twentieth century, the bottler cultivated small retailers and worked hard, selling Coke from stores to schools to doorsteps. The personal service is remembered by people who grew up in Rome. When someone passed away, the Coke salesperson would leave a couple of cases on the deceased's family's front porch. In Rome, the small retailers that sold Coke products were an important part of the _____ element of the marketing mix.

distribution (ch2)

The marketing manager of NevaFlat Tire Company must make the firm's products available to customers in convenient locations. This activity is associated with the _____ element of the marketing mix.

distribution (ch2)

A Green River ordinance states that:

door-to-door salespersons who are not residents of the city in which they do business must purchase sales licenses (ch3)

A salesperson has the greatest opportunity to influence a prospect:

during the presentation. (ch7)

Innovative Installers Innovative Installers provides a variety of services related to office space and relocations including installation services. Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence. The siblings use the corporate Web site to inform potential customers about the services their company offers. The Web address is included in all of the company's advertising. In other words, Evans and Heldris are using:

e-prospecting. (ch7)

The salesperson was using _____ in her sales presentation when she said, "I was so sorry to hear about the break-in at your warehouse. Is there any way that I can help you deal with this problem?"

empathy (ch5)

You are creating the preparatory notes and slides for a sales presentation. This is a part of the _____ element in the basic communication model.

encoding (ch5)

According to the text, the two skills needed to be an effective sales communicator are:

encoding and decoding messages.(ch5)

When a company determines that one of its sales staff has an addiction which affects his work, it would be most ethical for the company to:

encourage the employee to seek professional help. (ch3)

At the _____ level of listening, the listener actively tries to hear what the prospect says but does not make an effort to understand the intent.

evaluative (ch5)

When we are engaged in _____ listening, it is easy to become distracted by emotion-laden words. Instead of listening to the prospect, we may become obsessed with the offensive words and wonder what to do about them.

evaluative (ch5)

Terrence sells office equipment and is asked by a prospect, "How does your product compare to the one I'm currently using?" To prepare for this question, Terrence should have:

examined the competition's ads. (ch6)

When the salesperson discusses a product's _________, the salesperson is answering the question, "What is it?"

features (ch4)

The receiver's reaction to the communication is transmitted to the sender through

feedback (ch5)

A salesperson that adheres to the Golden Rule of Personal Selling:

finds others' interests most important. (ch1)

During the approach, a Golden Rule salesperson should:

focus on the needs of the prospect. (ch10)

Early in his presentation, before the maintenance supervisor even mentioned cost, Andrew said, "You're going to notice our wax is higher priced because of the extra ingredients that make it last 50 percent longer between applications than ordinary wax." Andrew is using:

forestalling. (ch12)

It is important to emphasize benefits in a sales presentation to a prospective buyer because benefits:

fulfill the buyer's needs and motives.(ch4)

The Internet is best described as a:

global network of computers. (ch6)

Innovative Installers Innovative Installers provides a variety of services related to office space and relocations including installation services. Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence. To use direct mail successfully as a means of locating potential customers, the company must:

have a large database of possible customers. (ch7)

Janette Hue sells vending machines. Her goal when dealing with a stalling objection is to:

help the prospect examine reasons for and against buying now. (ch12)

A psychological objection is considered as a(n) _____ objection.

hidden (ch12)

Prospects who ask trivial, unimportant questions or conceal their feelings beneath a veil of silence most likely have _____ objections.

hidden (ch12)

The two broad categories of objections are ____, which can never be solved and ____, which can be answered.

hopeless; answerable (ch12)

Customers fall into one of three groups. They are:

households, firms, and governments. (ch2)

Arthur, a pharmaceutical sales representative, is liked by his clients and he likes them. He is never critical and unsympathetic of his customers. Arthur most likely has _____ skills.

human (ch1)

A salesperson is LEAST likely to use visuals during a sales presentation to:

identify customer objections. (ch11)

When an objection turns into a condition of sale, it most likely means that:

if the salesperson meets the prospect's request, the prospect will buy. (ch12)

To make the most efficient use of computers as sales tools, salespeople should use their personal computers to:

improve their personal productivity. (ch6)

One of the reasons why a salesperson must constantly look for new prospects is to:

increase product and service sales. (ch7)

The dairy salesman asked the store purchasing agent, "Do you think you'll need 10 or 12 pallets of ice cream for your "Summer Buster" sales promotion?" This is an example of a(n):

indirect suggestion. (ch11)

Advertising directed toward individuals who purchase products for use in manufacturing other products is called _____ advertising.

industrial (ch6)

Billy Marshall sells blank aluminum cans for soda manufacturers to fill. Billy would be best classified as a(n):

industrial products salesperson.(ch1)

Laura sells drawer pulls, hinges, and other decorative metal pieces used in the manufacture of furniture. Since the products that she sells to the furniture makers are nontechnical in nature, Laura could be best described as a(n):

industrial products salesperson.(ch1)

During the _____ phase of the buying decision process, the buyer rates her preferences among products she is considering.

information evaluation (CH4)

Direct suggestions are commonly used by professional salespeople because they are:

inoffensive. (ch11)

If you enter into a new prospect's _____ space without his/her permission, the prospect may not only find your behavior socially unacceptable, but also possibly offensive.

intimate (ch5)

The third level of relationship in a business friendship is:

intimate friends. (ch14)

The _____ approach is considered weak because it fails to capture the prospect's attention and interest.

introductory (ch10)

Stephen, a senior salesperson of a software firm, is calling on an acquaintance, the CEO of a manufacturing firm. During the sales call, Stephen should most likely avoid:

invalidating the CEO's opinions. (ch14)

When compared to the T-account close, the modified T-account close:

is similar to the continuous-yes close. (ch13)

If a customer makes routine purchase decisions when buying products from a salesperson, then it is especially important for the salesperson to:

keep the product in stock. (ch4)

A senior salesperson regularly contacts the larger, more important customers. This function is referred to as a(n) _____ sales position.

key account (ch 1)

According to the two Ls in the SELL Sequence, a salesperson should:

lead into the benefits, and let the customer talk (ch4)

According to the two Ls in the SELL Sequence, a salesperson should:

lead into the benefits, and let the customer talk. (ch4)

Successful account penetration:

leads to greater chance of maximizing sales within the account. (ch14)

Showing the buyer how to properly use the product and making realistic claims about the product are two ways to:

lower the buyer's dissonance level. (ch4)

The KISS rule advises a salesperson to: Selected

maintain a simple presentation style. (ch5)

All of the following are characteristics of ethical behavior EXCEPT:

maintaining personal sales goals (ch3)

The typical last step of the problem-solution sales presentation is to:

make the sales presentation. (ch 9)

Under _____ listening, listeners are easily distracted by their thoughts; the message is heard, but it does not sink in.

marginal (ch5)

The price/value formula teaches the professional salesperson to:

meet a price objection by increasing the perceived value of a product. (ch12)

During a sales presentation, it can be most effective when asking for an order to:

mention the prospect's positive comments. (ch4)

In a communication process, the information conveyed by the salesperson to the prospect in a sales presentation is known as the:

message. (ch5)

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." With reference to the communication process, the description of the drill is the

message. (ch5)

Like the alternative-choice close, the _____ close asks the prospect to select between options.

minor-points (ch13)

When a customer relies on a salesperson's statements, purchases the product, and then finds that it fails to perform as promised, the supplier can be sued for:

misrepresentation. (ch3)

The salesperson was selling the couple a garden tub for their new bathroom. He said, "The water jets, large capacity, and marble finish are wonderful features, wouldn't you agree?" When this first close failed, he asked, "Will you want to use clear or white caulk to install your new tub?" The couple did not answer this question. The salesperson then began making a two-column list with reasons for and against buying. The salesperson used a:

multiple-close sequence. (ch13)

Dell Computers wants to reach all potential users of their products, both industrial buyers and final consumers. They would most likely use _____ advertising because it has the greatest reach.

national (ch6)

During the _____ stage of the buying process, the individual often experiences the need for safety, self-actualization, or ego fulfillment.

need arousal (ch4)

According to the text, the steps of the buying decision process, in their correct order, are:

need arousal, collection of information, information evaluation, purchase decision, and postpurchase behavior.(ch4)

During the _____ phase of the need-satisfaction sales presentation, the salesperson begins to take control of the conversation by restating the prospect's needs to clarify the situation.

need-awareness (ch9)

At the beginning of a presentation, a salesperson asks a catalog retailer, "What type of inventory management software would you like your company to use?" The salesperson is most likely starting a _____ presentation.

need-satisfaction (ch9)

The term given to making and using contacts for the purpose of prospecting is:

networking. (ch7)

The _____ objection is used widely because it politely gets rid of the salesperson.

no-need (ch12)

When a salesperson selling a table saw asked for the sale, the prospect responded, "I'm happy with the saw I'm now using." The prospect is using a _____ objection.

no-need (ch12)

An ethics ombudsperson:

officially assumes the role of corporate conscience. (ch3)

An ethics ombudsperson:

officially assumes the role of corporate conscience.(ch3)

Arvin Hampton begins his approach by saying, "I'm new at selling home safety equipment, so I was wondering if you could tell me the most commonly purchased items?" Hampton is using the _____ approach.

opinion (ch10)

A practical objection is considered as a(n) _____ objection.

overt (CH12)

The right time for a salesperson to use a speakerphone in an office setting is when he or she is:

participating in a conference call (CH6)

The right time for a salesperson to use a speakerphone in an office setting is when he or she is:

participating in a conference call. (ch6)

A prospect tells a salesperson, "I'm not interested in the type of products that you sell." The salesperson responds with, "Why?" The salesperson has used the ________ approach for meeting objections.

pass up (ch12)

Attending to a customer involves:

paying attention to him/her. (ch14)

According to the text, many people do not make it in sales because they are unable to:

place someone's interests before their own. (ch14)

The four phases of negotiation are:

planning, meeting, studying, and proposing. (ch9)

Monica, an electrical parts salesperson, lost one of her big accounts to a competitor. It would be appropriate for Monica to respond in all of the following ways EXCEPT by:

pointing out the flaws and high prices of competing products. (ch14)

As a salesperson, part of your job in handling a customer complaint is to do all of the following EXCEPT:

pointing out the poor service offered by competitors. (ch14)

A(n) _____ is an article of merchandise offered as an incentive to the user to take some action.

premium (ch6)

Companies advertise their products for all of the following reasons EXCEPT to:

presell products even before a salesperson's call. (ch6)

A salesperson should consider _____ when determining how often to call on an account.

present and potential sales to the account (ch14)

Assume that a salesperson has asked a prospect to buy three cases of coffee, and the prospect responds with a stalling objection. The salesperson should then:

present the benefits of purchasing now. (ch12)

"Eight of the top ten universities in the country are using this textbook." This type of suggestion is an example of a(n):

prestige suggestion. (ch11)

"You ought to buy that scarf. It is just like the one I saw actress Julia Roberts wearing when she visited the Metropolitan Museum." The salesperson is making a(n):

prestige suggestion. (ch11)

Stage Technologies Stage Technologies is a London-based company that supplies engineering solutions for the entertainment industry. The company installs winches, stage lifts, and other equipment commonly used in stage productions. The equipment is designed so it can be operated from a single console without awkward or heavy lifting. Both opera companies and theaters see the benefit of such a system, but many are reluctant to buy because of perceived costs. John Hastie and Mark Ager, the company's best salespeople, must design sales presentations that address these concerns. Ager and Hastie are presenting a proposal to a theater group. People in attendance include various accountants, actors, and producers. The sales presentation should include all of the following EXCEPT a(n):

price list for basic systems. (ch9)

An individual operating in the _____ level of moral development would disobey orders, laws, and consequences to follow personal ethics and values

principled (ch3)

The _____ close permits the prospect to focus on identifying their real objections to making a purchase.

probability (ch13)

The appliance salesperson asked the prospect, "What do you like best about the competitor's washing machines?" "Do you think you have ever paid too much for a new washer?" "Are you happy with how well your current washer cleans your clothes?" The salesperson, in this case, has used:

probing.(ch5)

When the salesperson for Thymes Unlimited walked into the office of the department store buyer, she laid a sample of the company's newest line of hand-blown glass candleholders in front of the buyer and said nothing as she waited for the buyer to comment on the candleholder. This salesperson used the _____ approach.

product (ch10)

Jessica sells exercise equipment to health clubs and similar facilities. During a sales call, her prospect says, "Our clients are quite happy with the results they are getting from the use of our current equipment." This is an example of a _____ objection.

product (ch12)

The prospect says, "I like your company's accounting software package, but our employees just don't have the time to learn a new system." This is an example of a _____ objection.

product (ch12)

"Our product is the only one on the market that will remove 99 percent of all bacteria from the air" is an example of a(n):

product advantage (ch4)

The statement, "With its 25 percent market share, this is the best-selling laser printer on the market today," is an example of a(n):

product advantage (ch5)

The basic competencies of selling that are required of top professional salespeople are selling skills and _________.

product knowledge (ch 1)

The four main elements of the marketing mix are:

product, price, place, and promotion. (ch2)

Roy loves cooking and recently quit his job as an engineer to open a restaurant in a small, rural town. Roy serves the most exquisite cuisine in an elegant atmosphere. Nevertheless, sales have been so slow that Roy may have to close the restaurant. Roy's only competitor is a very successful café that serves your choice of one meat, three vegetables, and dessert cooked "country style" with tea or coffee for under $6.00 per person. Roy's business is most likely struggling because Roy has a _____ orientation.

production (ch2)

The headline of an advertisement for a 1930s automobile manufacturer read, "We know what our customers want! They want our new luxury sedan!" You can infer from reading this headline that the manufacturer had a(n) _____ orientation.

production (ch2)

Pharmaceutical companies often quote research studies performed by outstanding physicians at prestigious medical schools to validate claims of product benefits. This is an example of the use of:

proof statements. (ch5)

One of the elements of the sales presentation mix is:

proof. (ch11)

A salesperson should attempt the close when the:

prospect is ready. (ch13)

A qualified person or organization that has the potential to buy your goods or services is a:

prospect. (ch7)

Effective territory management most likely requires salespeople to:

provide employers with market information. (ch1)

In any type of sales, salespeople should most likely remember to:

provide follow-up and service after the sale. (ch14)

The main goal of a sales presentation is to:

provide information to the prospect.

The MTI Precision Products salesperson made a sales call to a dentist and described MTI's new drill as having "unbelievable cutting power" and being "perfectly balanced to reduce hand fatigue." The dentist commented that he has never purchased an MTI drill because they seem overpriced and unreliable. In terms of the communication process, the dentist:

provided feedback. (ch5)

As a customer, a government is best described as an organization that:

provides goods and services to households and firms. (ch2)

The owner of a catering company recently bought a new heavy-duty electric mixer. She had high expectations for the new mixer and paid "top dollar" to get the accessories on her mixer that she considered important. After owning the machine for two weeks, the caterer feels she has received even more benefits from the purchase of this mixer than she expected. Because of this result, the product can be said to have caused:

purchase satisfaction (ch4)

The _____ approach involves mentioning the name of a person known to both the buyer and seller.

referral (ch10)

According to the text, a salesperson can make sales presentations more persuasive through all of the following methods EXCEPT:

referring often to the competition. (ch11)

Ethical behavior:

refers to following the rules and treating others fairly. (ch3)

Coca-Cola For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere else in the world. That success has been attributed to the Barron family who were the local bottlers for Coke products. The Barrons believe that their success was due to customer loyalty. Through most of the twentieth century, the bottler cultivated small retailers and worked hard, selling Coke from stores to schools to doorsteps. The personal service is remembered by people who grew up in Rome. When someone passed away, the Coke salesperson would leave a couple of cases on the deceased's family's front porch. The Coke bottlers in Rome most likely instructed the firm's sales force to use:

relationship marketing. (ch2)

When Stuart sold a computer network to a Fortune 500 company, he often called on the company's purchasing department to see if employees were satisfied with the network and to see if the company had any need for an upgrade or additional software. This is an example of:

relationship selling. (Ch2)

relationship selling. (ch2)

After the pharmaceutical salesperson asks for the order, the very next thing he should do is to:

remain silent and wait for the prospect to respond. (ch13)

Amanda is a B2B salesperson. She believes that the modified balance sheet close is best suited to sell her products. Amanda would most likely avoid:

reminding the prospect of negative product attributes. (ch13)

It is said that "The customer is always right." But according to the text the customer is wrong when:

requesting terms that harm the seller. (ch14)

When determining how frequently to call a customer, a salesperson should primarily base the decision on the relationship between sales volume and sales calls, which is known as the:

response function. (ch14)

An ethics committee is typically:

responsible for disciplining wrongdoers. (ch3)

An advertisement in a local newspaper for a locally-owned shoe store is an example of _____ advertising.

retail (ch6)

The person behind the counter at McDonald's who enters your order, takes your money, and hands you your food is a(n)

retail salesperson. (ch1)

A salesperson selling ________ to ________ would most likely need the most extensive product and company knowledge.

rocket components; engineers (ch6)

The salesperson should decide which element(s) of the presentation mix to emphasize in a particular presentation based primarily on:

sales call objective, customer profile, and customer benefit plan. (ch11)

Cooling-off laws apply only to:

sales over $25 made door-to-door (ch3)

By definition, the _____ clearly and completely explains all aspects of a salesperson's proposition as it relates to a buyer's needs.

sales presentation (ch 9)

The _____ refers to the elements the salesperson assembles to make sales to prospects and customers.

sales presentation mix (ch11)

In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually begins at the level of

sales trainee (ch1)

A sales engineer:

sells products that call for technical know-how.(ch1)

To show how much he appreciates the business of a regular customer, Claude, a software salesperson, should do all of the following EXCEPT:

send information about problems with competing products. (ch14)

Imagine you sell radio advertising and you have just made a sales call at Leon Travel Agency. You notice that Mr. Leon's desk is messy and that his tie is loose. Mr. Leon seems energetic, assertive, and impatient, so you conclude that he is the _____ personality type.

senser (ch5)

Technology helps salespeople to:

serve customers faster and better (ch4)

The _____ phase of the referral cycle provides a salesperson with ongoing opportunities to maintain contact with clients.

service and follow up (ch7)

Coca-Cola For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere else in the world. That success has been attributed to the Barron family who were the local bottlers for Coke products. The Barrons believe that their success was due to customer loyalty. Through most of the twentieth century, the bottler cultivated small retailers and worked hard, selling Coke from stores to schools to doorsteps. The personal service is remembered by people who grew up in Rome. When someone passed away, the Coke salesperson would leave a couple of cases on the deceased's family's front porch. The gift of cases of Cokes to families is one indication of how the Rome bottler provided a high level of _____ that led the citizens of Rome to become loyal Coke drinkers.

service quality (ch2)

The marketing manager for a large furniture store has received numerous complaints about the store's delivery personnel. While the manager believes his delivery personnel do a good job because the deliveries are made quickly and generally at their scheduled time, customers find the delivery personnel rude. The marketing manager must deal with problems associated with:

service quality.(ch2)

If a salesperson for a security company were to walk into a prospect's office and say, "According to a recent FBI study, 10 percent of your employees have stolen something tangible from your company," she would be using the _____ approach.

shock (ch10)

Enthusiasm in sales is the ability to:

show excitement toward a product or customer. (ch5)

During the approach, it is best if a salesperson does all of the following EXCEPT:

sits in the public space (ch9)

The prospect says, "Your company has only been in business for two years. I like to buy from established companies." The prospect is using a _____ objection.

source (ch12)

From a communications model perspective, the salesperson in a sales call is the:

source(ch5)

Controlling space arrangement and using it as a defensive barrier allows the prospect to control much of the conversation and to remain safe from:

space invasions. (ch5)

Which of the following is most likely a want rather than a need?

spaghetti (CH4)

According to Megatrends 2010 by Patricia Aburdene, the greatest megatrend in the U.S. is:

spirituality in business. (ch 1)

An objections such as "I'll think it over," is simply a smoke screen designed to get rid of a salesperson. This objection is an example of a _____ objection.

stalling (ch12)

All of the following would most likely eliminate the need for additional laws governing right and wrong in business settings EXCEPT:

standardization of fixed points of reference. (ch3)

Cassandra works for a manufacturer of cedar closet systems. As she negotiates with a buyer for Home Depot, Cassandra says, "The recent drought in Maine may seriously limit our ability to meet your needs for cedar products in the future." Cassandra is using a(n) _____ close.

standing-room-only (ch13)

When talking to a prospect, a salesperson says, "I'm not sure if we have any more of those tires to fit your car. Would you want them if we have some in stock?" The salesperson is using a(n) _____ close.

standing-room-only (ch13)

The three categories into which approach techniques can be grouped are:

statement, demonstration, and question. (ch10)

Unlike the traditional definition of personal selling, the new definition:

stresses the importance of being unselfish in selling (ch1)

The Clayton Act prohibits actions that would:

substantially lessen competition (ch3)

"Since you anticipate using our braking system with your current machine, I suggest you buy now before we perform a planned retooling of our existing system. We know our current braking system is compatible with your machines, but I cannot promise the new design will be." This is an example of a(n):

suggestive proposition. (ch11)

At the end of a group sales presentation, the salesperson should provide prospects with a(n):

summary of benefits. (ch9)

"You like the rotating handles, blade length, and weight of these pruning shears, right?" The salesperson is using the _____ close.

summary-of-benefits (ch13)

A salesperson can easily adapt FAB statements and the SELL Sequence to make a(n) _____ close.

summary-of-benefits (ch13)

After the prospect indicates that she likes the product, the salesperson asks, "You like the fit, the color, and how these glasses darken, right? I think you should buy a few of these." This is an example of the _____ close.

summary-of-benefits (ch13)

According to the text, modern corporations seek salespeople with all of the following characteristics EXCEPT:

synergy (ch3)

A car salesperson was selling a used car to Larry Travis when Larry said, "I really like this car, but I am not going to buy any car without knowing its history." The salesperson went to his computer, visited a Website called Car Fax and handed Travis a printout of the car's history. This incident best exemplifies how:

technological changes have enhanced sales.(ch6)

Last night while he was eating dinner, Leo got a phone call from a salesperson who wanted to know if he would be interested in subscribing to the local newspaper. The salesperson would best be described as a:

telemarketer. (ch7)

The concept of _____ space refers to the area around the self into which a person will not allow another person without consent.

territorial (ch5)

When the salesperson has done the best he can and still is unable to close the sale, he should:

thank the customer for the opportunity. (ch13)

People like to buy from people they know and trust, which illustrates the importance of using:

the Golden Rule of Selling. (ch1)

Perceived purchase satisfaction is:

the difference between product expectation and actual experience. (ch14)

In general, the greater your account penetration, ____.

the greater your chances of maximizing sales within the account. (ch14)

Innovative Installers Innovative Installers provides a variety of services related to office space and relocations including installation services. Innovative Installers is owned and operated by Mierzett Evans and his sister Glenda Heldris. The company uses a variety of marketing methods including a Web site, cold calls, and direct mail. Evans and Heldris believe the company could better communicate with potential customers who may not know of the company's existence. When the company uses cold calling to find potential customers, it is basing its methodology on the:

the law of averages. (ch7)

Coca-Cola For decades, people in Rome, Georgia, drank more Coca-Cola per capita than anywhere else in the world. That success has been attributed to the Barron family who were the local bottlers for Coke products. The Barrons believe that their success was due to customer loyalty. Through most of the twentieth century, the bottler cultivated small retailers and worked hard, selling Coke from stores to schools to doorsteps. The personal service is remembered by people who grew up in Rome. When someone passed away, the Coke salesperson would leave a couple of cases on the deceased's family's front porch. Because the Rome Coke bottler stressed the wants of the buyers, it is obvious that it was a supporter of:

the marketing concept. (ch2)

When you call on a prospect, your words, visual materials, and body language are all used to communicate with your prospect. With reference to the communication process, these are collectively known as:

the medium. (ch5)

Cooperative acceptance supports:

the right of the employees to be free of sexual harassment. (ch3)

A product is priced "FOB destination." This expression means:

the seller pays all shipping costs. (ch6)

The black box is most closely associated with:

the stimulus-response model. (ch4)

Since salespeople help their prospects make the choice to buy or not buy a product, it is important for salespeople to understand:

the various factors that can influence a buyer's decision. (ch4)

An effective way to respond to some objections is to use someone else's experience as proof. This technique is called the:

third-party answer technique. (ch12)

A salesperson can minimize exposure to costly misrepresentation and breach of warranty lawsuits if the salesperson:

thoroughly educates customers before making a sale. (ch3)

Advertising developed and paid for by manufacturers and directed toward wholesalers is most likely _____ advertising.

trade (ch6)

Advertising developed and paid for by manufacturers and directed toward wholesalers is most likely _____ advertising.

trade (ch6)

When the manufacturer of Western Riding Saddles advertises in a publication that is distributed only to operators of riding schools, it is an example of _____ advertising.

trade (ch6)

Sam Utley drives to a local convenience store to purchase milk. The store that sells milk to Utley most likely engages in_____ selling.

transaction (ch14)

If a salesperson sells to customers and does not contact them again, the salesperson is involved in:

transaction selling. (ch14)

When you visit a gift shop while on vacation, your purchase of a T-shirt would be an example of _____ selling.

transaction(ch2)

The _____ checks the pulse or attitude of your prospect toward the sales presentation.

trial close

uncover the important needs of the manager. (ch4)

Lena Getz has just finished demonstrating the durability of her company's upholstery fabric. To find out if this feature is important to her prospect, she should:

use a trial close. (ch11)

When communicating via e-mail messages, a salesperson should never:

use all capital letters.(ch6)

All of the following are benefits of the opinion approach EXCEPT:

using technology to show product applications. (ch10)

When Larry purchased a Jet Ski personal watercraft for $4,999, he was also given free financing and three hours of free lessons on how to safely enjoy jet skis. Neither the financing nor the lessons were included in the price of the Jet Ski; both are examples of:

value-added benefits.

If a salesperson sincerely wants to establish a caring relationship with a potential key account, the salesperson should:

view the selling process as continuous. (ch14)

Avi sells paint to shops that repair wrecked vehicles. When Avi called on Elwood Body Shop, he wanted to sell the body shop owner six cases of his company's base coating paint. In terms of the acronym SMART, Avi's objective:

was missing the time component (ch 8)

Monty sells safety equipment to law enforcement agencies. Before calling on the Humphrey Sheriff's Department, he decided that he wanted to get an order for eight new bulletproof vests from the sheriff before he left the office. In terms of the acronym SMART, Monty's objective:

was specific (ch 8)

A salesperson for aquarium equipment walks into the office of a prospect unannounced. He then engages in a small talk with the prospect. According to the text, this is an example of:

wasting time. (ch14)

According to the text, the development of a strong relationship between the salesperson and the prospect begins:

when the salesperson analyzes the customer's needs. (ch14)

Peter sells electrical supplies to retailers and home builders. Peter's organization buys the electrical supplies from various manufacturers. Peter is best classified as a(n) _________.

wholesale salesperson (ch1)

All of the following are the most important traits purchasing agents find in their top salespeople EXCEPT:

willingness to find out the prices of the competition. (ch14)

Sean is a salesperson with exceptional cognitive and technical skills and limited human skills. As a result, he most likely excels in all of the following areas EXCEPT

working patiently with customers. (ch 1)

A manufacturer that bases its charge to customers on the customer's location or the customer's distance from the shipping point is using a(n) _____ price.

zone (ch6)

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