MKT 3427 Test 3

1) Buyers trained in price negotiation use all of the following tactics EXCEPT:
A) product compromise
B) split the difference
C) budget limitation
D) take it or leave it
E) if…then
2) Which of the following is an acceptable method of negotiating the price objection?
A) Make price the focal point of your presentation.
B) Explain and demonstrate the difference between price and cost.
C) Focus your comments on an individual product feature.
D) Apologize for high prices.
E) Lower the price if the customer balks.
3) Adding value with a cluster of satisfactions would be an effective way to deal with:
A) time and product resistance
B) need and product resistance
C) price resistance
D) time and need resistance
E) need resistance
4) Resistance to the product is usually caused by all of the following EXCEPT:
A) the product is not well established
B) the present product is satisfactory
C) friends or acquaintances did not like the product
D) the product has been given a low rating by the competition
E) the price is higher than competing products
5) When a prospect has finished voicing an objection, it is a good idea for the salesperson to:
A) suggest postponing the negotiations
B) divert attention to a product feature
C) point out the relationship between price and quality
D) agree that the objection is true and accurate
E) be certain both parties are clear about the true nature of the problem
6) The “feel-felt-found” method is used in conjunction with which of the following?
A) indirect denial
B) direct denial
C) trial offer
D) superior benefit
E) demonstration
7) When a customer raises a valid objection that cannot be answered with a denial, the salesperson should consider using any of the following methods, EXCEPT:
A) questions
B) the back-pedal
C) a combination approach
D) a demonstration
E) superior benefit
8) The best way to overcome a sincere need objection by a business prospect is to:
A) instruct the prospect in comparison shopping
B) make the price the major selling point of the sales presentation
C) prove that your product will help ensure company profits
D) point out the superior qualities of your product compared to others on the market
E) reiterate all the features of your product
9) One of the most common forms of buyer resistance and one of the most common excuses is:
A) lack of recognition of need for the product
B) personality conflict with the salesperson
C) loyalty to another firm
D) resistance to price
E) dispute about payment terms
10) If you are familiar with your product as well as your competition’s product, which method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism?
A) defamation
B) trial offer
C) third-party testimony
D) indirect denial
E) demonstration
11) Which of the following is an acceptable way to cope with the loyalty objection?
A) Work on recruiting internal champions to build more support for your message.
B) Point out, in specific terms, the weak points of the competing product.
C) Point out how dependence on just one supplier can be risky.
D) Encourage the prospect to quit the present supplier.
E) Undermine confidence in the current supplier by intimating that the company is having
12) A professional buyer says, “My final offer is $9,500, take it or leave it.” A good way to cope with this type of resistance is to:
A) lower your price, but make sure the sale still results in a profit for your company
B) confidently review the superior benefits of your product and make another closing attempt
C) make a counteroffer that is about 10 percent under your first price quote
D) review the benefits of buying from your company
E) agree to lower prices for the first year but increase prices for subsequent years
13) When your customer says, “I would rather not tie up my money in a large order,” the resistance falls into which category?
A) time
B) product
C) price
D) source
E) process
14) If a customer says to a sales representative from Johnson Supply, “I’ve always purchased my supplies from the Ralston Company,” this person is raising an objection to:
A) product
B) time
C) need
D) source
E) price
15) Which of the following is NOT true with respect to negotiations in foreign cultures?
A) Different cultural expectations can cause miscommunication.
B) It is a bad idea to become antagonistic during negotiations.
C) You should get involved in native business rituals.
D) German buyers are likely to look you in the eye.
E) In China, negotiations are less straightforward than in Japan.
16) Working to reach an agreement that is mutually satisfactory to both buyer and seller is also called:
A) negotiation
B) agreement
C) practice theory
D) tactics
E) strategy
17) A salesperson should consider reviewing the benefits of the product before making price concessions to a buyer who engages in which of the following tactics?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) “if…then” tactic
E) “sell low now, make profits later” tactic
18) The salesperson may find which of the following tactics used by a buyer a fair deal?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) “if…then” tactic
E) “sell low now, make profits later” tactic
19) Balance of power is the issue a salesperson must take into consideration when deciding how to respond to which of the following tactics?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) “if…then” tactic
E) “sell low now, make profits later” tactic
20) An agreement to keep the same price but reduce prices in the future is often a successful response to which of the following tactics used by buyers?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) “if…then” tactic
E) “sell low now, make profits later” tactic
21) Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics?
A) budget limitation tactic
B) take-it-or-leave-it tactic
C) let-us-split-the-difference tactic
D) “if…then” tactic
E) “sell low now, make profits later” tactic
22) If a company uses a low-price strategy, the company may need to consider which of the following to be able to make effective price concessions?
A) selling at the cost of manufacturing the product
B) eliminating features that contribute to a higher price
C) increasing the number of features of the product
D) matching competitors’ prices
E) changing branding
23) Cost represents the:
A) relationship between price and amortization
B) initial amount the buyer pays for the product
C) amount the buyer pays for a product as it is used over a period of time
D) true value of the product in non-financial terms
E) buyer’s contribution to the negotiations
24) Which of the following is an important consideration that buyers should keep in mind if they are searching for the lowest price on a product?
A) Transactional buying does not lead to relationships with the seller.
B) Features and benefits are not always related to price.
C) Lower prices may also mean lower costs.
D) The highest quality can never be obtained at the lowest price.
E) Paying too much is worse than paying too little.
25) The iceberg metaphor shows that many customers try to negotiate on price because:
A) price is often inflated to attempt to maximize profits for the company
B) price is the most easily quantifiable characteristic of any product
C) they were trained to negotiate on price and price alone
D) they feel that they are not fulfilling their duties as buyers if they do not attempt to get lower prices
E) they do not realize that other factors, such as service and terms, can be more important to satisfaction in the long-haul
26) Salespeople can deal with all of the notes they take on sales calls and other negotiations most effectively by:
A) entering the notes into a searchable CRM system
B) putting the notes into folders, one for each account
C) copying the notes and putting them into a three-ring binder
D) scanning the notes in to a computer and saving them as PDF files
E) giving them to support staff to organize and archive
27) Indirect denial is often more effective in combatting prospect concerns than direct denial is because:
A) indirect denial is a technique that needs to be practiced
B) indirect denial sounds more positive than direct denial does
C) indirect denial uses transition words such as “but” and “however”
D) direct denial resolves the issue conclusively
E) direct denial provides no out for the customer
28) The difference between a misunderstanding and a disagreement is that:
A) a misunderstanding and a disagreement are essentially the same thing, and any differences are largely semantic
B) a misunderstanding is a failure to agree even when both sides understand each other, while a disagreement is a failure to accurately understand the other person’s point
C) a misunderstanding is a failure to accurately understand the other person’s point, while a disagreement is a failure to agree even when both sides understand each other
D) a misunderstanding compounds a disagreement by adding another level of complication, such as communication style or language barrier
E) a misunderstanding is a less severe form of a disagreement
29) Logrolling refers to:
A) selling customers products they have never purchased before from your company
B) shifting customers form one salesperson to another to resolve personality conflicts
C) asking customers to pay full price for the first year in exchange for lowered prices in future years
D) an extremely alternate solution to a negotiation problem
E) an increased sales volume on an old product when a newer product is released to the market at a slightly higher price
30) Determining your BATNA and ZOPA will help you in negotiations because:
A) the process will be delayed and you may be able to wear the buyer down
B) you will have a leg up on buyers, who are restricted from performing these assessments
C) you will only make the sale if your BATNA determination matches your buyer’s exactly
D) they determine the best fair price for a product
E) they tell you what you will be willing to accept before you walk away from the negotiation
1) Difficulties closing the sale are most likely to arise when:
A) the salesperson is not strategically prepared for the close
B) the “magic moment” has elapsed before the close has been attempted
C) verbal and nonverbal clues contradict each other
D) the customer responds positively to the trial close
E) the salesperson has full confidence in the close
2) Which of the following is NOT one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes?
A) loss of options
B) lack of loyalty
C) fear of making a mistake
D) social pressure
E) peer pressure
3) During the close, attention should be focused on:
A) a more detailed analysis of customer objections
B) introducing the customer to associated products and services
C) the one specific benefit that generates the most excitement
D) the ceremonial aspect of the presentation
E) the features the product has that set it apart from the competition
4) A salesperson who says, “As I described earlier, we have two financing methods available; Which of them do you prefer?” is using which of the following closing methods?
A) negotiate the single problem
B) special concession
C) direct appeal close
D) multiple options
E) combination method
5) When you are working on a large, complex sale you should try to achieve:
A) partnership
B) synergy
C) immediate commitment
D) total commitment
E) incremental commitment
6) A salesperson who says, “If you will sign the order today, I can guarantee delivery within five days,” is using which of the following closing methods?
A) direct appeal
B) assumption
C) limited choice
D) summary-of-benefits
E) combination
7) Which is NOT true of doing sales work in Latin America?
A) You might receive a hug and pat on the back as part of the greeting process.
B) Your interactions with decision makers will be direct and efficient.
C) Lunch with the client could last for many hours.
D) You will offend a Brazilian client by attempting to speak Spanish with them.
E) Latin Americans do not value professional credentials or titles.
8) You have covered the major points of the sales presentation and detected considerable buyer interest, but you feel that the prospect will not be able to put the entire picture together without help. Which type of closing would be most appropriate?
A) balance sheet close
B) management close
C) summary-of-benefits close
D) trial close
E) assumptive close
9) After closing a sale, the salesperson should do all of the following, EXCEPT:
A) congratulate the customer on making a wise decision
B) describe the satisfaction that will come from owning the product
C) ask for names of new prospects (referrals)
D) initiate a general conversation
E) resell the buyer emotionally to prevent buyer’s remorse
10) Prior to the introduction of consultative selling and the partnering era, closing was often presented as:
A) not necessary if the product was quality
B) a game that could be won with strong persuasion
C) a battle between salesperson and buyer
D) the only thing a salesperson needed to practice
E) the most important aspect of the sales process
11) All of the following are major steps to be followed when using the multiple options close, EXCEPT:
A) review methods of payment
B) configure more than one product solution
C) remove products that the prospect does not seem genuinely interested in
D) cease discussing or showing new products
E) concentrate on the options the prospect seems to be interested in
12) Michael LeBoeuf, author of How to Win Customers and Keep Them for Life, says that a surprising number of yes responses come:
A) before the salesperson even asks for the order
B) on the fourth or fifth closing attempt
C) after the salesperson asks for the order
D) after the salesperson asks for the order twice
E) after the salesperson gives up the sale as lost
13) A closing clue can be described as a(n):
A) indication that the customer is undecided about the buying decision
B) indication you should speed up the sales presentation
C) verbal or nonverbal form of feedback from the customer
D) indication that the prospect fully understands the merits of your product
E) request from the customer for more information
14) The statement, “We have always wanted to own a travel trailer like this one,” is a closing clue that falls into which of the following categories?
A) benefits
B) requirements
C) questions
D) recognitions
E) assumptions
15) If the prospect says “no,” which of the following should the salesperson avoid?
A) Thank the prospect sincerely.
B) Prepare the prospect to evaluate competing products.
C) Review the chain of events.
D) Make sure the deal is really dead.
E) Display open disappointment and indicate that you would like to return later and present the proposal a second time.
16) To close a sale more effectively, it helps to look at the value proposition:
A) from the customer’s point of view
B) from the competition’s point of view
C) as a made-up concept
D) as the objective to reach for
E) to determine which type of close to use
17) Incremental closes are especially appropriate for products:
A) with a direct sales cycle
B) with a long, complex sales cycle
C) that are extremely expensive
D) requiring more than one decision-maker to purchase
E) that are complex technically
18) Withholding information from customers to reveal at the close is a bad idea because springing new information could:
A) be a violation of federal “truth in advertising” laws
B) cause the customer to buy more units
C) jeopardize the sale and cause bad feelings
D) be considered an assumptive close
E) benefit a rival salesperson
19) Salespeople should be confident at the time of the close if they can answer “yes” to all of the following questions EXCEPT:
A) Do you believe in your product?
B) Do you believe in your company?
C) Do you believe in yourself?
D) Are you ready to give discounts if they are needed?
E) Have you identified a solution to the customer’s problem?
20) An indication, either verbal or nonverbal, that the prospect is preparing to make a buying decision is called:
A) an assumptive close
B) a trial close
C) a verbal clue
D) a non-verbal clue
E) a closing clue
21) All of the following are nonverbal buying clues EXCEPT:
A) The prospect asks about the terms of the sale.
B) The prospect’s facial expression changes.
C) The prospect begins showing agreement by nodding.
D) The prospect leans forward and appears to be intent on hearing your message.
E) The prospect begins to examine the product or study the sales literature intently.
22) The best closing method is:
A) the one the sales manager prefers
B) the one that is appropriate to the customer
C) the one the salesperson has rehearsed most often
D) either the assumptive or the summary-of-benefits close
E) the multiple options close
23) Salespeople should never put pressure on a buyer with this communication style, and must understand the buyer’s perceived risks to overcome them. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
24) Salespeople should provide support for this type of buyer’s opinions and ideas, as this buyer needs social acceptance. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
25) Salespeople should never put pressure on a buyer with this communication style, and will not get anywhere by appealing to emotions. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
26) Salespeople should persist if the first effort to close is rejected, as this type of buyer admires persistence. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
27) The confirmation step is important because it:
A) assures that the customer can not back out of the purchase
B) reassures the buyer that they made the right decision
C) means that the salesperson can collect the commission on the sale
D) leads into the service step
E) signals to the shipper to ship the product
28) An emotional response that can take various forms such as feelings of regret, fear, or anxiety is:
A) Saturday-morning syndrome
B) buyer’s high
C) buyer’s remorse
D) closing reluctance
E) closing reserve
29) When a sale is lost, it is important to review the chain of events because:
A) a client that has been lost once will be lost again
B) the sales manager can take appropriate disciplinary action against the salesperson
C) this will help the salesperson to determine how to retaliate against the competition
D) this will enable the salesperson to learn from his or her mistakes
E) this will determine if the client signed a letter of agreement or not
30) Once a salesperson has lost a deal, the salesperson should:
A) remove the client’s records from the CRM system
B) send the client an email expressing displeasure with the negotiation process
C) avoid contact with the client
D) make sure the client knows about the weaknesses of the competitor
E) keep the door open for future sales
1) Quick & Reilly, a financial services company, was able to increase sales by 35 percent by implementing which of the following programs?
A) cross selling
B) customer service
C) full-line selling
D) extranet
E) upselling
2) Customer complaints are information that should be viewed as:
A) a short-term problem that should not be viewed as a major concern
B) a source of important information and an opportunity to prove the firm’s commitment to service
C) a long-term problem that will require attention in the future
D) a problem that may have a negative impact on the salesperson’s earnings
E) a serious problem with the company culture
3) When dealing with customer complaints, the salesperson should:
A) determine if the complaint is real or imagined
B) point out the fallacy in the customer’s argument
C) decide what action must be taken to remedy the problem
D) avoid telling the customer his/her point of view about the cause of the problem
E) blame the problem on other departments in the company
4) The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to:
A) introduce related products and services
B) complete the call card form
C) request referrals of other prospects
D) determine if the customer is satisfied with the purchase
E) ask for payment
5) The major advantage of a telephone call over written correspondence is that:
A) it is cheaper
B) less time is involved
C) it offers spontaneity
D) the buyer is a “captive audience”
E) two-way communication is involved
6) Bradley Wholesale Foods purchased a new computer system for the personnel department. All of the equipment was delivered on time, installed properly, and the employees at Bradley were given effective systems training. The new equipment and the post-sale service surpassed the customer’s expectations. The staff at Bradley Wholesale Foods has experienced a(n):
A) moment of magic
B) moment of truth
C) moment of misery
D) level of service that is typical of all computer service companies
E) epiphany
7) A group of people who recommend customer-driven organizations to others could be called:
A) disgruntled customers
B) “auxiliary” salespeople
C) a secondary salesforce
D) missionary salespeople
E) evangelist salespeople
8) All of the following are current developments in customer service, EXCEPT:
A) Salespeople are spending more time monitoring customer satisfaction.
B) Customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service.
C) The personal follow-up visit has proven to be the only effective follow-up method.
D) Customer friendly computer-based systems will frequently be used to enhance customer service.
E) Salespeople will display higher rates of sportsmanship in the face of disappointments.
9) Customer complaints can provide the firm with great value. How?
A) They give customer service representatives work to do.
B) Resolving them ties up important resources.
C) They offer an opportunity to shed bad customers.
D) They can be a source of information that is difficult to obtain by other means.
E) They provide a chance to prove the company is right.
10) Sometimes customer expectations aren’t met. When this happens it is referred to as a:
A) moment of happiness
B) moment of magic
C) moment of truth
D) moment of consequences
E) moment of misery
11) According to Ted Levitt, author of The Marketing Imagination, people:
A) buy the expectations of the benefits you promised
B) buy the specific product you offer
C) buy the promise of a long-term relationship
D) buy products that offer a “no hassle” guarantee
E) buy the image of the product
12) Expansion selling encompasses all of the following EXCEPT:
A) full-line selling
B) reselling
C) suggestion selling
D) cross-selling
E) upselling
13) Which of the following is a major guideline that should be considered when using suggestion selling?
A) Don’t waste time suggesting low-profit items.
B) Don’t hesitate to make suggestions before closing the sale.
C) Don’t make suggestions until you have first satisfied the customer’s primary need.
D) Show the suggested item only if the customer seems interested.
E) Suggestion selling should be used to generated half again as much revenue as the primary product does.
14) A form that serves a communications link with persons who can assist with customer service is called a:
A) service card
B) follow-up card
C) product service card
D) call report
E) product service report
15) All of the following are tips to keep in mind when designing and using the business card, EXCEPT:
A) make sure all the information on the card is current
B) use eye-catching items such as raised letters or company logo
C) the card should feature all current contact information
D) give your cards generously to anyone who might need to contact you later
E) print information only on one side of the card
16) Once the customer buys your product, expectations:
A) increase
B) stay the same
C) decrease
D) are fulfilled
E) become less important
17) Of the customers that leave companies each year, which percentage leave because of bad customer service?
A) 70-80
B) 50-70
C) 35-50
D) 12-15
E) 8-10
18) Diligence, an essential service behavior, combines responsiveness and:
A) service
B) trust
C) reliability
D) persuasiveness
E) precision
19) According to sales trainer Tony Alessandra, there are three possible service outcomes. Which one should salespeople strive for?
A) The moment of happiness
B) The moment of truth
C) The moment of misery
D) The moment of magic
E) The moment of expectation
20) Salespeople should do all of the following when product is delivered to customers EXCEPT:
A) be present during delivery
B) monitor installation
C) offer training in the use or care of the product
D) provide price change information
E) unpack the product by hand
21) Value reinforcement means:
A) getting credit for the value you create for the customer
B) showing the customer the specific benefits of the product
C) using bridge statements
D) using the assumptive method to close a sale
E) reiterating the features the customer will get for the purchase price
22) A way in which salespeople can use technology to strengthen relationships with customers is by:
A) allowing customers to cancel orders without having to talk to a person
B) sending email confirmations of appointments or agreements
C) sending letters through the mail
D) placing automated prerecorded phone calls to customers on a programmed schedule
E) faxing large numbers of sales letters to potential leads
23) One important reason for salespeople to make follow-up telephone calls to customers is:
A) company policy asks salespeople to make follow-up calls
B) sales managers cannot make all the calls themselves
C) the customer may place repeat orders during a phone call
D) customer service representatives cannot be trusted to make the calls
E) the customers are certain to have complaints and issues that need to be addressed
24) Full-line selling is also known as:
A) approach selling
B) upselling
C) cross-selling
D) suggestion selling
E) expansion selling
25) Cross-selling is most effective in those situations in which:
A) the purchase is product-based
B) the sales type is transactional
C) the products are similar
D) the relationship is not well-established enough to be jeopardized by an incorrect approach
E) the salesperson and customer have an established relationship
26) The effort to sell better-quality products is called:
A) upselling
B) cross-selling
C) full-line selling
D) logrolling
E) leveraging
27) Salespeople can add value to the sales process by doing all of the following EXCEPT:
A) making the purchase painless
B) hurrying the close process
C) making the purchase convenient
D) making the purchase hassle-free
E) showing customers how to install and use the product
28) The best action to take to resolve a customer complaint is:
A) one that compensates the customer
B) one that pacifies the customer
C) one that delights the customer
D) one that costs the company little or nothing
E) one that is performed in person
29) An unhappy customer is most likely to complain to:
A) the salesperson
B) the sales manager
C) the decision-maker
D) potential customers
E) the competition
30) Complaints from a customer should be viewed as:
A) a serious failure of the salesperson
B) a serious failure of customer service
C) an issue that should be dealt with at the executive level
D) a problem to be fixed by discounting future orders
E) an opportunity to strengthen the relationship
1) The two major methods for salespeople to increase their sales volume are by improving selling effectiveness (becoming a more effective salesperson) and:
A) spending more time in actual selling situations
B) dispensing with tedious record keeping
C) saving time with telephone calls
D) developing a series of personal goals
E) increasing prospecting activities
2) Which of the following is a guiding principle used in establishing a sales routing and scheduling plan?
A) Develop a routing plan that gives equal attention to each customer.
B) If your territory is quite large, consider organizing it into two smaller zones.
C) Develop a schedule that best accommodates your personal and professional needs.
D) Avoid scheduling tentative calls, which may be distracting.
E) Ask for assistance from other salespeople if you cannot complete your route.
3) Opportunity management consists of the following areas EXCEPT:
A) time management
B) territory management
C) talent management
D) records management
E) stress management
4) When drawing up a daily “to do” list, a salesperson should:
A) refer to the previous day’s log for unaccomplished activities
B) avoid listing more than five items
C) record approximately twice as many activities as you realistically expect to accomplish
D) list activities in priority order of importance
E) rank items by chronology instead of importance
5) Sales territories should, in most cases, be established on the basis of:
A) seniority of salespeople
B) prospects for new accounts
C) geographical considerations
D) number of customers
E) sales potential
6) The primary objective of a sales routing and scheduling plan is to:
A) increase actual selling time by reducing travel time
B) have a written record of where you have been and where you are going
C) determine the geographical distribution of customers
D) initiate new contacts with potential customers
E) visualize your territory on a map
7) One of the most effective methods of dealing with stress is to:
A) choose the “fight” or “flight” response
B) maintain an optimistic outlook
C) initiate a crusade to alleviate all sources of stress
D) throw yourself with renewed vigor into your job
E) set up a home office so you can work from home
8) The sales manager takes information from the routing and scheduling plan to develop:
A) a to-do list
B) a weekly sales report
C) a sales call plan
D) a customer contact card
E) a call record
9) A good policy concerning record keeping is to:
A) retain all receipts and records for three years before discarding them
B) require written responses instead of substituting checkmarks
C) record only those details that cannot be committed to memory
D) never require a record that does not provide positive benefits to someone in the sales process
E) require records on all details and processes as a way of maintaining sales process discipline
10) Time management systems will not work for salespeople unless the salespeople have:
A) the desire to consider making positive change
B) the self-discipline to manage their time properly
C) the organizational skills to create them
D) the time to use them properly
E) the commitment to use them consistently
11) Which is true of doing business in Belgium?
A) Speaking Dutch will help you in the Flanders area.
B) Speaking French will help you north of Brussels.
C) One selling strategy will work for the entire country.
D) Dutch is spoken in the Wallonia area in the south of the country.
E) Belgians prefer to communicate in business English.
12) One of the best ways to gain more time is to:
A) delegate all record keeping activities
B) maintain a log of how time is spent during a typical week in order to identify wasted time
C) reduce time spent on prospecting
D) reduce time spent with each prospect by 25 percent
E) go through the pipeline and remove prospects that have not made any movement forward in a specified period of time
13) All of the following are true statements regarding the appropriate use of the telephone in selling EXCEPT:
A) the telephone is an effective way to keep the customer informed
B) the telephone provides instant communications at a low cost
C) the telephone should not be used to thank a customer
D) some customers prefer telephone contact for certain types of business transactions
E) the telephone can be used to check in with customers after the sale
14) Which of the following guidelines regarding territory management is most suitable?
A) Develop a routing plan that is based primarily on visiting new accounts.
B) Develop a routing plan that is based solely on potential sales volume.
C) Develop a routing plan that is based solely on geographical considerations.
D) Develop a routing plan that is based on a combination of potential sales volume and geographical considerations.
E) Visit only your best customers and ignore those with low potential sales.
15) The major purpose of a call report is to:
A) record the time and date of all phone calls
B) record the contact information of the customers the salesperson is due to call that day
C) provide a summary of time spent with each customer
D) provide a precise record of purchases by each customer
E) provide a summary of what happened during the call and an indication of what future action is required
16) Salespeople are similar to entrepreneurs in that both of them must practice:
A) financial strategy
B) management skills
C) self-analysis
D) self-esteem
E) self-management
17) Julio Melara, top seller and motivational speaker, feels that growth and success are facilitated by having:
A) plenty of luck, and the ability to act on it
B) strong mentors who spend time with you
C) natural talent, and the discipline to maximize it
D) written goals, both personal and professional
E) a strong organization in which to grow
18) On average, salespeople spend most of their work time on:
A) attending meetings and conference calls
B) administrative tasks and travel
C) face-to-face selling
D) telephone selling and follow-up
E) prospecting and research
19) According to self-management experts, every moment spent planning saves how many minutes in execution?
A) one to two
B) two to three
C) three to four
D) four to five
E) five to six
20) One of the simplest ways a salesperson can practice time management skills is to create a(n):
A) daily to-do list
B) electronic calendar that automatically schedules activities and coordinates them with those of other salespeople
C) file card system with notes on each account to carry along on sales calls
D) mentoring relationship with a senior salesperson
E) support group of salespeople to keep each other on track
21) Companies use CRM systems to combine:
A) management and labor
B) time management and stress management
C) business and entertainment expenses
D) sales territories
E) islands of information about customers
22) Female salespeople can balance work and family obligations by using all of the following methods EXCEPT:
A) avoid jobs requiring extensive travel
B) work for companies that allow for flexible scheduling
C) work from a home office
D) delay starting families until their careers are well-established
E) use email and other forms of remote communication effectively
23) Many salespeople schedule routing by using the 80/20 rule, meaning:
A) 80 percent of their time on calls from the office and 20 percent on face-to-face calls
B) 80 percent of their time on face-to-face calls and 20 percent on calls from the office
C) 80 percent of their time on larger accounts and 20 percent on less profitable accounts
D) 80 percent of their time on calls and 20 percent on prospecting
E) 80 percent of their time on sales activities and 20 percent on paperwork
24) A sales call plan is:
A) a daily action plan initiated by the salesperson
B) a weekly action plan, often initiated by the sales manager
C) a monthly action plan, initiated by the salesperson
D) a record of sales calls that have been made in the previous month
E) a record of sales calls that are to be made that day
25) All of the following are types of records salespeople need to keep EXCEPT:
A) shipping records
B) customer and prospect files
C) call reports
D) expense records
E) sales records
26) Maintaining accurate sales records can help a salesperson by putting current sales into:
A) arrears
B) escrow
C) danger
D) payment
E) perspective
27) An external stimulus called a stressor and the physical and emotional responses to that stimulus are called:
A) emotionalism
B) tension
C) hypertension
D) stress
E) stimulus syndrome
28) The fight or flight response is a typical response to:
A) optimism
B) exercise
C) stress
D) organization
E) sleep
29) Getting seven to eight hours of sleep a night can help salespeople:
A) get to work on time
B) manage stress
C) prevent “afternoon slump”
D) stay slimmer
E) be less focused at work
30) All of the following are ways to manage stress EXCEPT:
A) increase focus on your job tasks
B) develop a stress-free home office
C) maintain an optimistic outlook
D) practice healthy emotional expression
E) maintain a healthy lifestyle
1) Scheduling a special luncheon to celebrate the closing of a large sale is a technique most likely characteristic of a supervisor who displays:
A) high consideration
B) high structure
C) role modeling
D) self-expression
E) high task orientation
2) The supervisor who holds monthly sales force meetings to explain specific goals for the future and changes in policy and procedure is exhibiting:
A) consideration
B) structure
C) performance analysis
D) recognition
E) strategy
3) The first step toward identifying the type of applicant to be recruited for a sales job is to:
A) look for characteristics similar to those possessed by the top seller in your force
B) consult the sales staff for their recommendations
C) determine the actual duties the person will perform
D) see what types of people the competing companies have in their sales department
E) determine what qualities the other salespeople have, and look for qualities that compliment and round out the team
4) Some organizations are using ability or aptitude assessment instruments to determine future performance in certain types of sales jobs. Experts in the field of employment testing say:
A) test scores can be very misleading to the employer, so they should not be used
B) test scores should not be considered because of possible legal problems
C) test scores are not helpful
D) test scores can be helpful when used in conjunction with other criteria
E) test scores are excellent measures to determine future performance
5) A sales manager screening applicants for a sales position should be looking for an individual who:
A) will close sales no matter what it takes
B) has wide acquaintanceship within the sales territory
C) can bring large accounts with him/her
D) has probable access to trade secrets
E) is interested in the position and is self-motivated
6) Newly hired salespeople are more likely to become productive staff members if they participate in a job orientation and a(n):
A) training program
B) a review of company benefits
C) tour of the production facilities
D) introduction to corporate personnel
E) induction or hazing process
7) Paolo dos Santos, a sales manager for Paronille Corporation, provides all of his salespeople with scheduled performance appraisals. This behavior indicates that he is attempting to incorporate the dimension of:
A) feedback
B) structure
C) empowerment
D) consideration
E) responsibility
8) A compensation plan which will likely produce the greatest degree of company-centeredness and financial security for the employee is:
A) 100 percent commission plan
B) guaranteed salary
C) straight salary
D) guaranteed salary plus a bonus
E) straight commission plus a bonus
9) Which one of the following is a good motivation guideline to be adopted by sales managers?
A) Use external motivation methods exclusively.
B) Recognize that creating the conditions for internal motivation is very difficult.
C) Recognize that external motivation has almost no impact on performance.
D) Attempt to use a mix of external rewards and internal satisfaction.
E) Employees who do not respond to external motivation will never perform well.
10) The training programs of both small and large marketing firms should incorporate three dimensions. One of them is knowledge of the product line, company marketing strategies, territory information, and business trends. What are the other two?
A) Knowledge of personal selling skills; in-field sales training with supervision
B) Knowledge of personal selling skills; knowledge of self and others
C) Knowledge of company policies, procedures and benefits; stress management
D) Explanation of compensation methods; in-field sales training with supervision
E) Attitudes toward the company, its products and its customers; application of personal selling principles and practices
11) Which of the following characteristics of a sales manager provides evidence of structure?
A) Policies and procedures are clearly defined.
B) Each salesperson is treated as an individual.
C) Efficient communication is given a high priority.
D) Members of the sales force receive regular recognition.
E) Salespeople are encouraged to solve their own problems
12) Which of the following is good advice if you want to assess sales force productivity?
A) Recognize that frequency of sales calls is the best indicator of success.
B) Recognize that information regarding frequency of sales is helpful only when compared to the profit earned on each account.
C) Recognize that assessing sales force productivity is more “art” than “science.”
D) Compare salespeople with those with similarly-sized territories.
E) Compare a salesperson’s current productivity with his or her past productivity.
13) Situational leadership occurs when:
A) the leader passes the character test
B) good performance is properly rewarded
C) the leader’s style matches the situation
D) the coach helps the salesperson recognize the need for performance improvement
E) the leader guides the team through a changing situation
14) According to Trudi Gallagher, people from which of the following countries are very punctual and private?
A) Italy
B) Saudi Arabia
C) Mexico
D) Switzerland
E) France
15) Which compensation plan would appeal to a salesperson who likes the idea of “pay for performance,” but also likes some job security?
A) guaranteed salary
B) straight salary
C) fixed salary plus bonus
D) 100 percent commission or straight commission plan
E) commission plan with a draw provision
16) Leadership is:
A) a series of skills that can be acquired through study and practice
B) an cluster of innate qualities that some people possess from birth
C) malleable, so a leader in one situation may not be capable of leading in others
D) synonymous with management
E) more important in American culture than it is in other cultures
17) The process of planning, implementing, and controlling the personal selling function is called:
A) leadership
B) sales management
C) comptrolling
D) organizational strategy
E) motivation
18) The Leadership Grid portrays dimensions of:
A) leadership and management
B) motivation and skills
C) consideration and structure
D) empathy and direction
E) recruitment and training
19) Consideration is characterized by:
A) prioritizing the group over the individual
B) caring more about the welfare of employees than about self
C) becoming personal friends with employees
D) a climate of good two-way communication between leader and team member
E) close supervision of each salesperson to make sure they adhere to company standards
20) Coaching focuses on helping the salesperson recognize the need to improve his or her performance and:
A) improving that performance through specially-sequenced exercises
B) tracking performance improvements carefully
C) encouraging salespeople to focus better on primary tasks
D) creating space for salespeople to develop professionally
E) developing the salesperson’s commitment to improve performance
21) Ken Blanchard says that the key to developing people is to:
A) concentrate on catching them doing something right
B) give them a clear path to follow for their careers
C) mentor them closely
D) make sure they’re in jobs that fits their skill sets
E) use both internal and external rewards
22) All of the following are good sources of quality candidates for sales jobs EXCEPT:
A) internet job sites
B) mediation agencies
C) newspaper advertisements
D) employment agencies
E) candidates within the company
23) At large firms like Hewlett-Packard, a job candidate may have:
A) one personal interview
B) two separate personal interviews
C) as many as six personal interviews
D) group interviews only
E) no personal interview
24) The costs of training an employee can be recouped by a company in increased sales per employee in which of the following amounts?
A) $100
B) $1,000
C) $10,000
D) $100,000
E) $1,000,000
25) Managers using rewards to motivate employees should bear in mind that:
A) some employees do not like to be rewarded in any way
B) rewards given should never cost more than the level set by Human Resources
C) rewards should be balanced out by disciplinary actions
D) employees generally would rather have financial rewards than non-financial rewards
E) not all employees value the same rewards
26) It is extremely important that managers who use rewards as external motivators for salespeople who reach certain goals:
A) set goals that are realistic
B) set goals based only on final sales numbers
C) give rewards at regular intervals
D) give primarily financial rewards
E) give the same rewards to all salespeople
27) A sales manager can review relationships with accounts at any time using CRM software by:
A) asking an assistant to gather call notes from salespeople on their accounts
B) reading a salesperson’s notes on the account in the system
C) calling current contacts at each account to make sure the account was being serviced properly
D) printing pipeline reports
E) sending emails through the system asking salespeople for information
28) Compensation plans can be designed to achieve any of the following EXCEPT:
A) move specific products
B) increase sales by percentage
C) screen top sellers
D) establish new accounts
E) increase sales activity
29) The best measure of salesforce productivity is:
A) comparing the number of calls each salesperson makes
B) comparing the number of sales presentations each salesperson makes
C) analyzing total sales volume
D) analyzing the profitability of each salesperson’s sales volume
E) analyzing the ratio of profits to sales for the salesforce
30) The number of calls made on an account should:
A) be no more frequent than one per week
B) correspond to the seniority of the salesperson
C) be the same for all accounts
D) vary from salesperson to salesperson
E) bear some relationship to the sales and profit potential of that account

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