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Sample Questions
Q1) According to the textbook, which of the following conclusions have studies in cognitive psychology drawn regarding the use of pictures in communications?
A) Adding pictures can significantly influence the meaning and credibility of the message.
B) Pictures convey meaning in abstract ways that are difficult to control between individuals, thus limiting their use in sales communication.
C) Creating a mental picture in the receiver's mind is not recommended because it limits deeper understanding.
D) Pictures that reinforce the verbal message will enhance understanding and are more easily recalled than abstract words and symbols.
Q2) Which type of SPIN question is, "How is your productivity affected when your photocopier is not functioning properly?"
A) situation
B) problem
C) implication
D) need-payoff
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6
Chapter 5: Strategic Prospecting and Preparing for Sales Dialogue
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Q1) Craig is a salesperson for an industrial equipment company. He calls on factories and spends most of his time talking with equipment operators who work on the factory floor. While Craig is able to get the equipment operators interested in his products, he is often unable to make a sale. What does Craig need to work on?
A) determining other purchase decision influencers
B) his record keeping
C) improving his questioning skills
D) his cold canvassing ability
Q2) Conducting product or service seminars can be a good source of customer prospects because those who attend have chosen to be there.
A)True
B)False
Q3) Organizations or individuals who might possibly purchase the product or service a salesperson offers are known as sales prospects.
A)True
B)False
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Chapter 6: Planning Sales Dialogues and Presentations
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Q1) The fifth section of a sales dialogue template focuses on the competitive situation. Why is this section very important to a salesperson?
A) This section describes how well the seller's offering matches up to the buying motives of the prospect, which will be a key discussion point in the sales interaction.
B) This section presents the product in a fashion designed to remove any thoughts of competition in the buyer's mind.
C) This section helps the seller to understand how his or her customer value proposition compares to competing offerings.
D) This section focuses on what needs to be done to win the buyer's business, which is the ultimate objective of the sales interaction.
Q2) Because for most sales a salesperson will see the same prospect multiple times before a commitment is made, making a good first impression is not critical to the success of the interaction.
A)True
B)False
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8
Chapter 7: Sales Dialogue
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Q1) In preparing for a sales interaction, Jacob gathered and made copies of a number of durability and reliability test reports from government agencies for his product line, which he intended to give to the prospective customer. Which key to effective sales dialogue does this demonstrate?
A) planning and practising prior to the sales interaction
B) being interactive and engaging the customer to encourage feedback
C) focusing on creating and presenting value in an interesting and understandable way
D) supporting the customer value offered by objective claims
Q2) After the introductory part of the sales call, the salesperson must try to determine when the order will be placed.
A)True
B)False
Q3) In FAB selling, what is the selection of confirmed benefits provided by the proposed solution sometimes called?
A) the need-payoff
B) the confirmed solution
C) the value proposition
D) the feature-benefit match
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9
Chapter 8: Addressing Concerns and Earning Commitment
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Q1) "Your prices are too high" is probably the most common type of objection heard by salespeople.
A)True
B)False
Q2) It is best to ask for the sale as soon as you meet the prospect.
A)True
B)False
Q3) Which of the following is one of the most difficult types of objections to overcome?
A) value related
B) quality or performance related
C) functional
D) loyalty to a competitor
Q4) What is the term for a buyer's objection to a product or service during a sales presentation, or anything that slows down the buying process?
A) selling impediment
B) sales resistance
C) selling point
D) sales friction
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Chapter 9: Expanding Customer Relationships
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Q1) What is the term for meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas in which the salesperson's organization is providing less than satisfactory performance?
A) critical encounters
B) touch points
C) service opportunities
D) complaint sessions
Q2) Resilience is an important characteristic for salespeople to have when dealing with customer complaints because it affects how they treat each customer.
A)True
B)False
Q3) What is the most immediate, convenient, and personal method of providing useful information when following up with customers?
A) a text message
B) a telephone call
C) an email
D) a handwritten note
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Chapter 10: Adding Value
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Q1) Effective goals are those that are realistic, yet challenging for salespeople to attain.
A)True
B)False
Q2) What is the collective term for "smart" salesforce automation tools that analyze data on past customer behaviour, cross-selling opportunities, and demographics to identify areas of opportunity?
A) mobile sales technologies
B) cloud computing
C) data-mining software
D) deal analytics
Q3) The most effective teams are those in which team members compete against each other to produce the best performance outcome.
A)True
B)False
Q4) Setting goals and objectives is a critical component of self-leadership.
A)True
B)False
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Chapter 11: Sales Management and Sales 20
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Q1) According to the textbook, which of the following best summarizes the research findings regarding sales management best practices?
A) The best sales organizations focus primarily on recruiting, selection, and training, which provide the talent necessary for superior performance.
B) The best sales organizations focus on integrating sales with the other functional areas within the organization.
C) The best sales organizations perform all stages of the sales management process effectively.
D) The best sales organizations focus on profitability and everything else follows from that.
Q2) Which type of sales training would a sales manager with a large proportion of his or her salesforce being newly hired most likely provide?
A) product knowledge
B) sales techniques
C) time and territory management skills
D) personal development planning
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