Art of Selling Test 1 Quiz Questions

e) policy-based

A _______ code of ethics generally outlines the procedures to be sued in specific ethical situations-- such as how to handle a key customer that suggests the sale might be made sooner if he or she were to receive a kickback. a) operational b) tactical c) credo-based d) principle-based e) policy-based

d) defined fundamental values

A code of ethics that _______ would be classified as a principle-based statement. a) told ho to handle proprietary information b) affirmed equal opportunities c) stated that employees were expected to obey laws d) defined fundamental values e) defined conflict of interest

e) large account handled by someone in the home office

A key account is a(n): a) account that the salesperson asks the manager to remove from his/her territory, usually because of its low volume b) small account that a salesperson typically handles by telephone from his or her home c) account located in the same city as the salesperson's place of residence d) term used to describe accounts that are straight rebuy e) large account handled by someone from the home office

e) all of the above

A manufacturer uses premiums to: a) persuade prospects to sample the product b) get prospects to request further info c) boost sales of slow products d) get customers to come into the retail store e) all of the above

b) the rewards offered by a career in sales

A person may choose a sales career because he or she desires: a) a job that is unchaging and requires mastery of a minimal number of skills b) the rewards offered by a career in sales c) the freedom of being self employed d) the restricted opportunities for advancement e) all of the above

a) a performance characteristic of a product

A product advantage is defined as: a) a performance characteristic of a product b) a way in which a product will help the buyer c) a favorable result the buyer receives from the use of the product d) any physical characteristic of a product

b) a favorable result the buyer receives from use of the product

A product benefit is defined as: a) A performance characteristic of a product b) a favorable result the buyer receives from use of the product c) a physical characteristic d) a way a product will work e) none of the above

d) any physical characteristic of a product

A product feature is defined as: a) a characteristic of the product that is not special enough to be called a benefit b) a performance characteristic of a product c) a way in which the product will help the buyer d) any physical characteristic of a product e) a favorable result the buyer receives from the product

e) any or all of the above

A salesperson can uncover important buying needs by: a) observing the prospect b) asking the prospect questions c) asking others questions about the prospect d) listening to what the prospect says e) any or all of the above

d) geographic info system

A salesperson who used a(n) ________ would be able to plan her sales calls geographically: a) worksheet b) atlas c) management info system d) geographic info system e) spreadheet

d) a determination of the best product for the money

A value analysis is defined as: a) a listing of those products with the lowest prices b) a way to save costs while using cheaper products c) a listing of those products with the highest prices d) a determination of the best product for the money e) none of these

a) code of ethics

A(n) _______ is a formal statement of a company's values concerning ethics and social issues. a) code of ethics b) law of fairness c) social covenant d) ethical ombudsman e) tying agreement

d) Golden Rule of Personal Selling

According to the ______, the salespeople should unselfishly treat others as they would like to be treated. a) Pareto Principle of Selling b) Principle of Ethical Selling c) Fairplay Rule of Selling d) Golden Rule of Personal Selling e) Sales Manifesto

d) fixed point of reference

According to the text, a(n) ___________ refers to something that provides the correct action to take in any situation and never gets tailored to fit a situation. a) situational barometer b) ethical continuum c) ethical talisman d) fixed point of reference e) situational compass

d) displays

All of the following are examples of consumer sales promotions EXCEPT: a) free samples b) coupons c) contests d) displays e) demonstrations

e) ethical similarity

All of the following are examples of major nonverbal communication channels except: a) the physical space between buyer and seller b) a handshake c) appearance d) body movements e) ethical similarity

d) need to save money

All of the following are examples of psychological reasons for buying a product except: a) self preservation b) desire for gain c) fear d) need to save money e) comfort or luxury

c) marketing

All of the following are identified by the text as an element of a firm's promotional effort EXCEPT: a) personal selling b) advertising c) marketing d) sales promotion e) publicity

d) the limited number of jobs availible

All of the following are reasons why a person may choose a career in sales EXCEPT: a) the rewards offered by a career in sales b) the challenge of selling c) the opportunities for advancement d) the limited number of jobs available e) the freedom of being on one's own

c) after answering an objection

An appropriate time for a salesperson to use a trial close is: a) at any of the above times b) immediately after the intro c) after answering an objection d) immediately after closing the sale

a) technical

An organization had four main areas of responsibility to the various groups who have an interest in its activities. Which of the following is NOT one of those areas of responsibility? a) technical b) legal c) discretionary d) ethical

e) all of the above

An organization receives the benefit of __________ when it takes proactive measures to ensure that employees are not discriminate agaisnt. a) attracting good employees b) less frequent need for recruitment c) reduced legal fees d) an image as a good employer e) all of the above

b) unconscious

At the _____ level of need awareness, the consumer may not be sure why he or she wants to buy a product, but will go ahead with the purchase anyway. a) intermediate b) unconscious c) preconscious d) subconscious e) conscious

conventional

At what level of moral development to most people operate?

d) FAB selling

Benefit selling is often referred to as: a) perception-based selling b) need/want identification c) stimulus-response selling d) FAB selling

a) conscious

Chasmine has just walked into her local Serta mattress outlet and told the salesperson, "I'd like to buy a new mattress, and I want a pillow-top mattress with individually wrapped coils and a 5 year warranty. What can you show me?" At what level of need awareness is Chasmine? a) conscious b) reconscious c) subconscious

e) all of the above

Companies advertise their products because they hope to: a) pave the way for their salesperson b) aid in reducing buyers cognitive dissonance c) increase cooperation from middlemen d) develop leads e) all of the above

c) determine a prospects needs; then match the product's benefits to those needs

Different individuals have different reasons for wanting to buy. Therefore, the salesperson must: a) make sure his sales presentation appeals to all possible wants/needs b) rely on the prospect to see that the good or service will satisfy her relevant want/need c) determine the prospects needs; then match the product's benefits to that prospects wants/needs d) be sure to have his product available to the prospect when the relevant want occurs

e) probing

During the sales presentation, the paper salesperson often asked the prospect various questions about her previous experience with similar types of paper and what she though about the weight and quality of the paper he was selling. Charlie was using _____________, a good tool for the successful salesperson. a) selective questioning b) selective encoding c) problem solving d) benefitizing e) probing

e) doing all the above

Eilene, who majored in American History, has just been hired for a sales position with a large consumer products company that expects its salespeople to exhibit ethical behavior. Eilene has asked you what ethical behavior is. You tell her that ethical behavior is: a) being loyal to your employer b) being honest c) d) e) doing all the above

e) all of the above

Electronic calendar management: a) reduces time management errors b) allows the salesperson to look at info contained in it from different perspectives c) can assign relative priorities to items listed in it d) automatically check for time conflicts e) all of the above

b) receiver

From a communications model perspective, the buyer is: a) sender b) receiver c) encoder d) communication deliverer e) source

d) source

From a communications model perspective, the salesperson in a sales call is the: a) presenter b) decoder c) recorder d) source e) communication agent

c) exclusive dealership

If a manufacturer requires that its wholesalers and retailers buy merchandise only from it, the contract is a(n) ___________ contract, and if the contract tends to lessen competition, it is prohibited under the Clayton Act. a) product discrimination b) reciprocity c) exclusive dealership d) deceptive slotting

a) benefit

In _______ selling, the salesperson relates a product's benefit to the customers' needs using the product's features and advantages to support the claims made. a) benefit b) persuasive c) advantage d) hard-line

d) sales trainee

In a large firm like Apple, a salesperson's career path usually begins at the level of: a) salesperson b) sales representative c) key account salesperson d) sales trainee e) assistant sales representative

d) the annual sales volume of his or her firm

In addition to performance, the salary earned by a sales manager is usually related to: a) the annual sales volume of the industry the firm is in b) the number of salespeople employed by competitors c) the individual's college degree d) the annual sales volume of his or her firm e) all of the above

a) the message

In terms of the communication process, the information conveyed by the salesperson to the prospect during the sales presentation is called: a) the message b) source context c) decoding d) the medium e) encoding

e) all of the above

In the early 80s, court decisions and legislative rulings limited the power of the employer to terminate-at-will. Under the new limited power, _______ would be an acceptable reason to terminate a salesperson. a) excessive absenteeism b) generally poor organizational citezenship c) poor performance d) unsafe conduct e) all of the above

e) prospecting

Locating buyers is a part of which part of the selling process: a) preapproach b) trial close c) meeting objections d) follow-up and service e) prospecting

c) marginal listening

Most of the listening people do is at what level? a) blank listening b) borderline listening c) marginal listening d) evaluative listening e) surface listening

e) are accurately described by none of the above

Order-takers: a) use creative sales strategies b) have an infinitely more difficult selling situation than order-getters c) usually earn much more than order-getters d) rely on well-executed sales presentation e) are accurately described by none of the above

d) creates customer loyalty

Relationship selling: a) creates social responsibility b) eliminates cognitive dissonance c) is another term for reciprocal selling arrangements d) creates customer loyalty e) only occurs with transaction selling

e) all of the above

Salespeople can establish credibility with their customers by: a) continued empathy b) being willing to listen to specific customer needs c) using proof statements d) continued enthusiasm toward their work e) all of the above

e) conscious

Salespeople find it easiest to sell to people who are at the _________ need awareness level. a) subconscious b) preconscious c) unconscious d) reconscious e) conscious

e) all of the above

Salespeople need to have selling knowledge in order to: a) increase the individual salesperson's self-confidence b) increase sales c) build the buyer's confidence in the individual salesperson d) build relationships with their customers e) all of the above

a) financial and non financial

Salespeople receive both __________ rewards from their job: a) financial and non financial b) psychological and intrinsic c) pay and benefits d) cultural and accultural e) intangible and intrinsic

e) getter

Salespeople who are order-___________ obtain new and repeat business using a creative sales strategy and a well-executed sales presentation. a) collector b) taker c) capture d) detail e) getter

e) in all of the above

Selling occurs: a) when you go to interview with a potential employer b) when lawyers try to convince clients to sue c) when you ask someone to accompany you on a shopping trip d) when a journalist is trying to get an interview with Mel Gibson e) in all of the above

a) refers to actually exploring different sites found on the web

Surfing the internet: a) refers to actually exploring the different sites found on the World Wide Web b) requires the user to purchase a license for internet access c) is a term used to describe the process of accessing the Internet d) is the term for creating links between websites e) refers to participation in online chat rooms

b) maintain a simple presentation style

The KISS rule requires the salesperson to: a) use his or her persuasive powers to the utmost b) maintain a simple presentation style c) listen to the buyers responses d) remember how important empathy is e) ask questions to encourage feedback

c) stimulus-response

The ____________ model of buyer behavior assumes a prospect will respond to the sales presentation in same predictable manner. a) FAB b) Maslow need hierarchy c) stimulus-response d) buying process e) perceptual

b) vocal

The characteristics of your voice, such as inflection, pitch, and when you pause between words are all a part of _______ communication. a) imagery b) vocal c) decoding d) deceptive e) sales-operatory

a) stronger communication between the buyer and seller will be

The closer a buyer's perceptions, attitudes, and beliefs are to those of a seller, the: a) stronger communication between the buyer and seller will be b) less need there is for listening c) greater the need for a demonstration to close the deal d) more selling pressure needed to close the deal e) less the need for an organized sales presentation

e) doing all of the above

The functions of a salesperson in his or her role as manager of a territory include: a) providing solutions to customer's problems b) providing service to customers c) providing company with market info d) helping customers use products after they are purchased e) doing all of the above

a) national

The manufacturers of products like Coca-Cola, Levi's jeans, IBM computers, and Purina dogg food want to reach all the users of their products-- both consumers and industrial buyers. They would use _______ advertising because it has the greatest reach. a) national b) trade c) corporate d) retail e) relationship

a) retail salesperson

The person behind the counter at McDonald's who enters your order, takes your money, and hands you your food would be classified as a(n): a) retail salesperson b) sales engineer c) order getter d) service salesperson

b) benefit

The statement "The new Kenmore vacuum saves time, work, and money," is an example of a(n): a) segmentation variable b) benefit c) market trait d) feature e) advantage

??

The statement, "With its 25% market share, this is the best selling laser printer on the market today," is an example of a(n): a) benefit b) advantage c) market property d) feature e) segmentation variable

e) conceptual, human, and technical skills

The three categories of skills needed by the successful salesperson can be summarized as: a) order-getting, order-taking, and service-providing skills b) personal, mental, and spiritual skills c) communication, relationship-building, and empathy skills d) sales features, advantages, and benefits e) conceptual, human, and technical skills

e) price

The value or worth of a product that attracts the buyer to exchange money or something of value for the good or service is its: a) contribution margin b) net profit c) gross profit d) markup e) price

e) any or all of the above

To change caution signals to acceptance signals, the sales person should: a) use open-ended questions b) carefully listen and respond to buyers message c) slow up or change planned presentation d) project acceptance signals e) any or all of the above

e) do any or all of the above

To demonstrate social responsbility, an organization can: a) take public stands on social issues b) monitor the social environment c) strive to make profits on an ongoing basis d) admit mistakes e) do any of all of the above

e) do all of the above

To foster a climate that encourages ethical behavior by the salesforce, management can: a) discipline wrongdoers b) be sure that members of top mgmt behave ethically c) establish an ethical committee d) provide a mechanism for "whistle-blowing" e) do all of the above

c) thoroughly educate customers before making a sale

To minimize a company's exposure to costly misrepresentation and breach of warranty lawsuits, salespeople must: a) never negotiate b) never sell the customer more than he or she wants c) thoroughly educate the customers before making the sale d) avoid win-win situations e) all of the above

e) price discrimination

Under some circumstances, a supplier may be in violation of the Robinson-Patman Act if it is engaged in __________ and gives some customers promotional allowances and support while not making other customers aware of the existence of these opportunities. a) customer discrimination b) selective discounting c) functional discounting d) exclusive dealing e) price discrimination

a) Theo needs/wants a Mustang car.

Wants are defined as needs learned by the person. Which situation would be considered a want (as opposed to a need)? a) Theo needs/wants a Mustang car. b) Theo needs/wants transportation. c) Theo needs/wants food. d) Theo needs/wants water. e) none of the above

b) the decoding process

What is the term used to describe the reception and translation of information by the receiver? a) message context b) the decoding process c) the medium selection d) the communication process e) the encoding process

e) all of the above

What should a salesperson know about their company? a) its growth and accomplishments b) its policies and procedures c) its service facilities d) its production facilities e) all of the above

a) cash

When the book salesperson told the bookstore manager, "3/15 net 60," the manager knew he was receiving a _________________ discount. a) cash b) noncumulative quantity c) consumer d) trade e) cumulative quantity

c) features

When the salesperson discusses a product's _______, he is answering the question, "What is it?" a) achievements b) advantages c) features d) benefits e) component parts

e) promotion

Which element of the marketing mix is being discussed when the salesperson participates in a trade show? a) pricing b) distribution c) direct sales d) product e) promotion

a) Sales knowledge gained from the training helps both the salesperson and the customer.

Which of the following about sales training is true? a) Sales knowledge gained from the sales training benefits not only the salesperson and the company but also the customer. b) Periodic sales training is intended to keep salespeople humble and aware of their short-comings. c) Sales training ends when the salesperson has received the designation of "master sales rep." d) An understanding of sales training is only gained through the company's formal training program. e) Sales training ends when the salesperson beings selling.

e) noise

Which of the following distorts communication between the buyer and seller? a) caution signals b) decoding tools c) feedback d) encoding mechanisms e) noise

e) all of the above

Which of the following is an example of a non financial reward a salesperson could receive? a) the knowledge that your job is important b) intrinsic rewards c) a feeling of self-worth d) a reward generated by you, not given by the company e) all of the above

c) "This monitor comes in 15", 18", and 22" sizes.

Which of the following is an example of a product feature: a) "This automatic lawn sprinkling system will save you three hours a week." b) "More customers will be drawn into your restaurant if you advertise in our magazie." c) "This monitor comes in 15-inch, 18-inch, and 22-inch sizes." d) "Chefs prefer our line of cookware 2 to 1 over comepting brands." e) none of the above

a) to providie games to play while they wait for prosepcts

Which of the following is not an appropriate way for salespeople to use their computer? a) to provide games to play while they wait for prospects b) to monitor their accounts more efficiently c) to create permanent lead files d) to help develop more persuasive presentations e) to help territory management

d) you are in selling when you ask someone to accompany you on a shopping trip

Which of the following statements about selling is true? a) You are not involved in sales when you go to an interview with a potential employer. b) Unlike other professions, journalists do not engage in selling activities. c) Everyone sells at their place of work, but not at home with their families. d) You are involved in selling when you ask someone to accompany you on a shopping trip. e) Only trained salespeople ever engage in selling activities.

d) Effective listening is vital to success in selling.

Which of the following statements is true: a) People can talk approximately twice as fast as they can listen. b) Visual aids play no part in the listening process. c) You should listen closely to everything you hear. d) Effective listening is vital to success in selling. e) Listening refers to the process of trying to detect sounds.

c) a restaurant equipment salesperson who tries to sell vacation real estate to his present customers

Which of the following would be an example of a salesperson who is moonlighting unethically? a) a pharmaceutical salesperson who sales antiques on the internet b) a computer software salesperson taking a weekend MBA program c) a restaurant equipment salesperson who tries to sell vacation real estate to some of his present customers d) a fire equipment salesperson who demonstrates her equipment to prospects by setting real fires e) a retail sales clerk who tells his wife when store sales are scheduled before they are announced to the public

d) empathy

_______ is the ability to identify and understand the other person's feelings, ideas, and situation. a) encoding skill b) enthusiasm c) feedback d) empathy e) communication receptiveness

e) persuasion

________ is defined as the ability to change a person's belief, position, or course of action. a) perception b) cognition c) attention d) social learning e) persuasion

a) the love of selling

________ is the most important characteristic needed to be a successful salesperson. a) the love of selling b) believe that your customer is always right c) patience d) persistence e) the ability to accept rejection

d) psychological

________ rewards are generated by the individual, not given by the company. a) Financial b) Extrinsic c) Quantitative d) Psychological e) Physiological

e) all of the above

_________ are major nonverbal communication channels. a) Body movements b) Clothing and grooming c) Handshakes d) Physical space e) all of the above

c) Learning

___________ is defined as the acquiring knowledge or behavior based on past experience. a) Belief establishment b) Self-awareness modification c) Learning d) Perception e) Attitude modification

b) personal selling

___________ is defined as the personal communication of information to persuade a prospective customer to buy something that satisfies his or her needs. a) Marketing b) Personal selling c) Promotion d) Public relations e) Advertising

e) acceptance

___________ signals indicate the buyer is favorably inclined toward the presentation. a) receptive b) proceed c) caution d) recognition e) acceptance

e) all of the above

____________ are stakeholders in a meat processing plant. a) customers b) employees c) owners d) local, state, and federal governments e) all of the above

a) communication

____________ is defined as the act of transmitting verbal and nonverbal information and understanding between the buyer and seller. a) communication b) decoding c) message-casting d) persuasion e) explanation

a) proof statement

____________ refers to a statement that substantiates claims made by the salesperson. a) proof statement b) KISS c) source credibility d) feedback assertion e) message allegation

a) shelf positioning

____________ refers to the physical placement of the product within the retailer's store. a) shelf positioning b) shelf placement c) store siting d) product siting e) shelf facing