question

James sells dryer sections for papermaking machines. Knowing that another salesperson has been critical of the fact that his company's system employs a 25% longer section than the competition, James begins his presentation by telling the prospect, "Our system does require more space and machinery than other systems, but that bulk is needed to make the system dry the slurry more evenly and produce a higher quality paper." James is: A) dodging the objection. B) dealing with a source objection. C) denying an objection. D) anticipating and forestalling an objection. E) postponing an objection.

answer

D

question

Which of the following statements about handling objections is most likely INCORRECT? A) Objections can occur at any time during a sales presentation. B) Objections are opportunities to learn about a prospect's needs. C) A skillful salesperson can handle every objection and make a sale. D) Use positive body language as part of how you respond to an objection. E) Sometimes prospects appear to be making objections when they are actually asking for information.

answer

C

question

According to the text, why should a salesperson intently listen to a prospect's objections before responding? A) Timing is important in achieving most sales goals. B) A salesperson could misread the objection and irritate the prospect. C) Most prospects do not understand the difference between listening and hearing. D) The Golden Rule of Selling requires active listening for two-way communication. E) If a salesperson doesn't answer quickly the prospect might think something is wrong.

answer

B

question

When the Kohler salesperson began talking to the manager of the Outback Steakhouse about buying water conserving toilets, the manager said, "I'd like to buy, but I have to get approval from the owner." The restaurant manager used a _____ objection. A) source B) stalling C) no-need D) product E) hidden

answer

B

question

Marco, a Penn-Yan boat salesperson, calls on the office of Midway Marina. The marina owner says, "We appreciate that you made the long trip out here, but we really don't have room in our inventory for more boats." The owner is using a _____ objection. A) source B) stalling C) product D) no-need E) money

answer

D

question

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you most likely do about this objection? A) State that weight is not an important parameter and proceed with the presentation. B) Ignore the comment and continue with the presentation as planned. C) Pass over the objection for now and cover it just before the close. D) Answer the question and proceed with the presentation. E) Talk faster to regain control of the presentation.

answer

D

question

The prospective buyer says, "I would buy your line of cleaning products if you offered a quantity discount." The salesperson responds, "Discounts are commonly offered in this business and if you order today, I am authorized to give you a cumulative quantity discount." The salesperson has: A) implemented a contingency objection. B) turned an objection into a condition of sale. C) used forestalling. D) benchmarked the sale. E) used a sales dodge.

answer

B

question

You are a salesperson trying to sell traffic lights to a county government official, but you have become convinced that there is not going to be a purchase. If you are 100 percent sure that you cannot overcome your prospect's objection and the prospect is not going to buy at this time, you should most likely: A) ask for the order anyway. B) re-address major customer benefits. C) assume you have encountered a practical objection. D) end the sales interview quickly and leave as soon as possible. E) ask for another appointment and give the prospect a brochure.

answer

A

question

Which method of handling objections initially appears as an agreement with the objection? A) Direct denial B) Rephrase objection as a question C) Third party answer D) Indirect denial E) Boomerang

answer

D

question

After the sales presentation, the prospect responds by saying, "Your blood sugar monitoring devices are very nice, but we buy only from established brands." Identify the type of objection being projected by the prospect. A) Stalling B) Product C) No-need D) Hidden E) Source

answer

E

question

Phil sells exotic wood pen and pencil sets. During a sales call, his prospect picks up one of the pens and inspects it. Then he begins to write with it. Then he looks at it some more. Here, the prospect is: A) telling Phil that he is doubtful of the quality of the product. B) having many hidden objections. C) giving Phil a buying signal. D) trying to tell Phil that he is tired of the whole process. E) taking control of the sales presentation.

answer

C

question

Which of the following statements about buying signals is true? A) Buying signals hint the prospect is in the interest stage of the buying process. B) Buying signals are always nonverbal. C) A buying signal occurs when a prospect carefully scrutinizes the salesperson's product. D) Buying signals indicate the prospect is ready to voice his or her objections. E) Buying signals are always indicated through oral communication.

answer

C

question

Good closers will most likely: A) prefer the negotiation close method to other methods. B) select one closing method and use it for all sales calls. C) undergo specific preparation for each sales call. D) refrain from attempting closes when there is resistance. E) rely on their superiors to make the close to increase credibility.

answer

C

question

"Fifty packets or one-hundred. How many are you buying?" This statement is an example of the _____ close. A) T-account B) assumptive C) alternative-choice D) summary-of-benefits E) compliment

answer

C

question

During the sales presentation, the salesperson told the prospect, "I'll have that oscillating sprayer system shipped to you tomorrow." The prospect said nothing. The salesperson was using the _____ close. A) assumptive B) standing-room-only C) alternative-choice D) technology E) summary of benefits

answer

A

question

Which of the following statements is most likely INCORRECT? A) Standing-room-only close could be used if the customer is indecisive. B) Probability close could be used if the customer is a friend. C) Continuous-yes close could be used for a hostile customer. D) Summary close could be used for an expert customer. E) T-Account close could be used for a customer with predetermined beliefs.

answer

D

question

According to the text, the minimum number of times a salesperson should attempt to close is: A) one. B) two. C) three. D) six. E) unlimited.

answer

C

question

Robert McIntosh, a car salesman, is showing a new car to a couple. The husband asks Robert "What kind of financing terms do you offer?" Robert should most likely respond by: A) using a direct close to make the sale immediately. B) entering the negotiation phase of the transaction. C) using a standing-room-only close. D) asking what terms the prospect wants. E) summarizing the benefits of the apartment.

answer

D

question

To close more sales, it is essential that the professional salesperson does all of the following EXCEPT: A) ask for the order and remain quiet. B) limit order requests to twice per call. C) consider the customer's point of view. D) tailor a close to each prospect and sales call. E) leave the customer's place soon after taking the order.

answer

B

question

You are calling on a regular customer who is also a friend. Which of the following closes is best suited in this situation? A) Summary B) Minor-points C) Continuous-yes D) Assumptive E) T-account

answer

D

question

As friends become intimate friends, all of the following happen EXCEPT: A) containment. B) acknowledgement. C) self-disclosure. D) information sharing. E) attending to each other.

answer

A

question

Which of the following statements about wisdom and knowledge is most likely true? A) Wisdom is taught primarily in the college classroom. B) Knowledge is only acquired through experiential learning. C) Your knowledge is determined by the facts you know. D) Knowledge refers to how you use the facts you know. E) There is no difference between wisdom and knowledge.

answer

C

question

The relationship of sales volume to sales calls is called: A) volume index. B) sales ratio. C) response function. D) sales return. E) response index.

answer

C

question

Arnold delivers newspapers to 200 regular customers. One way Arnold retains his customers is by writing stories that he attaches to the bottom of his monthly bill. His customers look forward to his stories and feel his deliveries make him a part of their extended family. _____ most likely provides the key to Arnold's customer retention. A) Transaction selling B) Business friendship C) Relationship marketing D) Transformational selling E) Benefit marketing

answer

C

question

In terms of customer relationship marketing, if a salesperson sells to customers and does not contact them again, the salesperson is involved in: A) transaction selling. B) transformational selling. C) relationship selling. D) partnering. E) solution selling.

answer

A

question

Rashmi sells x-ray equipment to hospitals. One of her major buyers informed her that he was going to buy an x-ray machine from one of her competitors. Rashmi reacted appropriately and: A) did not criticize the competing product. B) found a good opportunity to compare her product with the competition. C) put the hospital purchasing agent in her orphan files. D) gave the account to another salesperson in her company, under the belief that new blood might resurrect the account. E) went to the purchasing agent's supervisor and asked him to reconsider the sale.

answer

A

question

Alfred Mori sells Floralware brand vases to flower retailers and wholesalers. One of his customers has just told him that she was double charged for a case of twelve large display vases. What should Alfred most likely do? A) Ask the customer to pay the second invoice and to send him notarized copies of both invoices; this will delay the need to deal with the problem. B) Classify the customer as a troublemaker and replace the account. C) Ask the customer if any other companies have ever double charged her. D) If the customer is right, turn the case over to his sales supervisor who will hand it over to a corporate ombudsman. E) Express sincere regret for the problem and investigate the issue.

answer

E

question

Which of the following factors is LEAST relevant when determining how frequently a salesperson should contact a current customer? A) Present sales to the account B) Number of new workers anticipated C) Number of total orders the company expects D) Complexity of products the account purchases E) Number of product lines sold to the account

answer

B

question

Micah is an inexperienced salesperson who understands the importance of customer satisfaction. What advice can you give him to ensure that his customers are always satisfied with their purchases? A) Mention competitor weaknesses at every sales call B) Use high pressure tactics only for important sales calls C) Never develop or maintain close relationships with customers D) List all potential areas of customer complaints and use forestalling E) Develop and exhibit a thorough knowledge of the firm's product line

answer

E

question

A Nike salesperson is informed by a retailer that ten pairs of shoes are damaged and cannot be sold. After looking at the merchandise, the salesperson determines the damage occurred during the packaging process. What should the Nike salesperson do to handle this situation? A) Apologize to the client and state that the problem will not happen in future B) Inform the client that these kinds of losses are common in retail business C) Try to convince the customer to buy some new merchandise D) Help the customer dump the unsalable inventory E) Return the merchandise and provide a refund

answer

E

question

Which of the following companies is LEAST likely to use sales territories? A) Consumer products firm B) Advertising and graphics agency C) Real estate company D) Textbook publishing company E) International manufacturer of paper products

answer

C

question

The ELMS system: A) evaluates the effectiveness and productivity of the SELL sequence. B) identifies the best closing method to use during a sales call. C) matches buyers and sellers by personality type. D) classifies accounts based on their size. E) makes use of The Golden Rule.

answer

D

question

Which of the following statements about break-even analysis is true? A) Break-even analysis shows that priorities must be established for follow-up calls. B) Break-even analysis for a sales territory is based on the successful implementation of ELMS. C) Break-even analysis is a quantitative technique for determining the level of sales at which total revenues equal total costs. D) Break-even analysis can be used to identify the accounts that can be serviced through telephone sales calls. E) The break-even analysis can be used to calculate the break-even point in dollars by analyzing salesperson's variable costs.

answer

C

question

Which of the following is the LEAST likely benefit of developing sales territories? A) Improving goodwill with current customers B) Defining performance goals for salespeople C) Reducing sales expenses and travel time D) Increasing business acquaintances E) Obtaining market coverage

answer

D

question

Sami sells security systems. She has just called on a retail store that she believes ought to carry the merchandise she sells. After spending almost an hour showing how her company's security system operated, she learns that her prospect does not have the authority to place an order. What costly time management mistake did Sami make? A) She did not use an efficient routing pattern. B) She did not demand a larger sales territory. C) She did not qualify the prospect before making the sales call. D) She did not use the ELMS system to prioritize her sales calls. E) She did not utilize the SELL Sequence and FAB statements.

answer

C

question

Robbie sells wrought iron pieces for the restoration of historical buildings. When Robbie arrives for his appointment with a contractor who is restoring several buildings in a downtown area, he learns that the prospect will not be returning to the office for three hours. What should Robbie do? A) Use his cell phone to see if a nearby customer is available for a sales call. B) Place the prospective customer in his orphan file. C) Sit and wait patiently because a salesperson should never lose a sales opportunity. D) Use the ELMS system and place the customer in an elimination file. E) Plan to use an assumptive close when he does get to make his sales presentation with the prospect.

answer

A

question

A salesperson spends $3,000 for transportation and $3,000 for other selling expenses. His monthly salary is $15,000. The salesperson produces a gross margin of 35%. He works 44 out of 52 weeks. He works 5 days a week and 9 hours a day. What is the break - even per hour for the salesperson? A) $24.35 B) $30.30 C) $35.23 D) $41.06 E) $52.53

answer

B

question

Sheryl Ford, a senior salesperson at a large firm, was asked by her sales manager to handle a key customer at a distant place from her home. Sheryl was surprised because that area belonged to another salesperson. According to the text, what is the most likely reason for Sheryl's assignment? A) Sheryl's area lacks key accounts, and the manager wants to distribute the accounts equally among the salespeople. B) The salesperson in the customer's area is inexperienced. C) The sales manager wants Sheryl to utilize her time better. D) The sales manager is punishing Sheryl for breaking a sales policy. E) The sales manager is trying to lower sales and travel expenses.

answer

B

question

If a territorial evaluation indicates that a salesperson's quotas are not met, then it is most likely that: A) territories will be expanded. B) sales methods will be changed. C) routing will be re-measured. D) key accounts will be dropped. E) new territory plans will be developed.

answer

E

question

Salespeople most likely need to segment their accounts by the amount of revenue generated to: A) reduce the amount of time they spend with large accounts. B) improve the quality of their firm's advertising campaigns. C) perform an OAKS analysis before a value analysis. D) ensure they use their time appropriately. E) accomplish all their personal goals.

answer

D

question

Candice was recently promoted from a sales representative position to a district manager job. Having been in the job for only a few days, Candice feels overwhelmed by the many changes in tasks and responsibilities. Which of the following is Candice most likely experiencing? A) Denial B) Depression C) Acceptance D) Internalization E) Immobilization

answer

E

question

Joshua Evans, who has ten years of sales experience, was promoted to territory manager last month. After going through the immobilization stage, Joshua has now regrouped and comprehended the change. What stage of transition will Joshua most likely experience next? A) Reality acceptance B) Depression C) Testing D) Denial E) Internalization

answer

B

question

Caroline is a new sales manager who has reached the final stage of the transition process from being supervised to being the one who is supervising. What phase is Caroline in? A) Immobilization B) Acceptance of reality C) Searching for meaning D) Internalization E) Acclimation

answer

D

question

hich of the following statements is most likely true about sales forecasting? A) A firm's sales forecast should generally be set a little bit higher than its sales goals. B) Planned marketing activities have an insignificant impact on the level of sales obtained. C) Forecasting is primarily intended for the purpose of setting flexible monthly budgets. D) Forecasting enables firms to predict customer needs and improve customer satisfaction levels. E) Since forecasts are used in developing strategy, they must have long-range orientations.

answer

D

question

Which of the following has simplified the process of sales forecasting and budgeting? A) PERT charts B) Computer software C) Selling incentives D) Job analysis E) Organizational design

answer

B

question

Effective organizational design most likely enables sales personnel to: A) utilize the latest selling technology. B) provide training to new employees. C) set achievable selling goals. D) understand responsibilities. E) plan annual budgets.

answer

D

question

According to the text, all of the following are the minimum components needed to be a successful salesperson EXCEPT: A) self-confident. B) educated. C) youthful. D) tactful. E) optimistic.

answer

C

question

The sales manager for Aster toys is preparing a written statement that describes the territory, product line, and supervisory duties of a sales representative position. The document also contains the typical salary range for the position. The document the manager is working on is called a(n): A) employee log. B) job description. C) job evaluation. D) job specification. E) employee inventory report.

answer

B

question

Which law prohibits employment discrimination based on race, gender, religion, or national origin? A) Title VII of the Civil Rights Act B) Americans with Disabilities Act C) Equal Pay Act of 1964 D) Education Amendments Act E) Age Discrimination Act

answer

A

question

Which of the following is LEAST likely a responsibility of a training manager? A) Identifying training needs B) Scheduling training sessions C) Providing follow-up training D) Training outside sales specialists E) Developing sales training programs

answer

D

question

Brett, a salesperson, receives an annual compensation of $75,000 regardless of how many sales he makes. Which plan is most likely used by Brett's employer? A) Straight commission B) Salary plus commission over quota C) Salary plus commission on all sales D) Straight salary E) Structured combination

answer

D

question

Julia Williams, a realtor, made no sales last month, so she earned no income. Under what compensation system does Julia most likely work? A) Straight commission B) Unstructured combination C) Structured combination D) Straight salary E) Salary and bonus

answer

A

question

A sales manager who sets monthly sales quotas and provides regular performance evaluations is most likely motivating salespeople using: A) fringe benefits. B) psychological rewards. C) a persuasive leadership style. D) special financial incentives. E) management control procedures.

answer

E

question

What is the primary limitation of a salesperson's earning potential with a straight commission plan? A) Arbitrary management decisions B) Preferred leadership style C) Product complexity D) Sales ability E) Capital

answer

D

question

A guaranteed drawing account plan is most similar to a _____ plan. A) salary plus commission B) straight commission C) performance bonus D) group incentive E) straight salary

answer

A

question

One of the advantages of a salary-plus-incentive compensation plan is: A) attracting and keeping good salespeople. B) eliminating ineffective sales quotas. C) encouraging customer follow-up. D) reducing employee absenteeism. E) minimizing training programs.

answer

A

question

All of the following are indirect benefits of sales contests and bonuses EXCEPT: A) decreasing employee turnover rates. B) increasing team spirit in sales groups. C) lowering job evaluation frequency. D) increasing job satisfaction. E) reducing absenteeism.

answer

C

question

Which of the following would most likely improve a manager's leadership effectiveness? A) Participating in job rotation activities B) Using the same leadership style at all times C) Being task-oriented with experience salespeople D) Becoming familiar with each salesperson's territory E) Delegating more responsibility to newly hired salespeople

answer

D

question

According to the text, what is the most effective way a sales manager can improve a salesperson's performance? A) Using task-oriented leadership B) Conducting centralized training C) Offering e-training programs D) Delegating more responsibilities E) Providing regular on-the-job coaching

answer

E

question

Which of the following is most likely true about performance evaluations in the majority of firms? A) HR managers are the primary evaluators. B) Several managers evaluate each salesperson. C) Selling skills are a key quantitative criterion. D) At least one formal evaluation is given each month. E) Organizational culture determines evaluation frequency.

answer

B

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