Chapter 6: Prospecting
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Q1) Quentin and ten other students work three hours per day calling people on various lists Harold,their employer,provides them.Their job is to determine if those individuals are interested in buying vinyl siding for their homes and whether they qualify for a visit by one of Harold's field representatives.Quentin is engaged in _____.
A) inbound telemarketing
B) bounce-back telemarketing
C) outbound telemarketing
D) seminar marketing
E) convention marketing
Q2) Gina has met a well-known and influential engineer who is willing to provide the names of several leads.In the context of sales prospecting,what is this person called?
Q3) In which of the following methods of prospecting is a salesperson likely to know the LEAST about the prospects called on before meeting them?
A) Networking
B) Endless-chain method
C) Center-of-influence method
D) Cold calling
E) Seeding
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8
Chapter 7: Planning the Sales Call
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Q1) Kathy makes an appointment with a potentially important prospect.She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry.Kathy is most likely engaging in _____.
A) webcasting
B) customer value messaging
C) seeding
D) videoconferencing
E) cold calling
Q2) What are the two methods that can be used when the buyer(s)is in one location and the salesperson who is presenting a product demonstration is in another physical location?
Q3) It is important to learn and maintain current knowledge about both the prospect as an individual and his or her firm.
A)True
B)False
Q4) Secretaries and receptionists in a prospect's firm usually are a rich source of information.
A)True
B)False
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Chapter 8: Making the Sales Call
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Q1) If a prospect responds negatively to a need payoff question,then the salesperson should not probe further.
A)True
B)False
Q2) An opening is essentially a method that aims to secure buyer commitment.
A)True
B)False
Q3) Which of the following is an example of a situation question that might be used with the SPIN technique?
A) "What would you do if an employee was injured because you neglected to repair your sander?"
B) "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?"
C) "Is your current machine difficult to repair?"
D) "What kind of scanner program are you currently using?"
E) "Do storms disrupt your electrical power?"
Q4) If you want to be a successful salesperson,what should you do if you arrive for a sales appointment and your prospect asks you to wait thirty minutes before she can see you?
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Chapter 9: Strengthening the Presentation
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Q1) A written proposal should have an executive summary,a brief description of the problem and solution,and:
A) a description of the current situation relative to the proposed solution.
B) a collection of testimonials from satisfied customers.
C) a statement of support from the buying committee.
D) photographs of the selling company's officers and buildings.
E) the selling firm's pro-forma balance sheet.
Q2) Once a salesperson has found an effective method of presentation,he or she should use it regularly for all prospects.
A)True
B)False
Q3) Which of the following statements about RFPs (request for proposal)is true?
A) A salesperson can help a customer identify needs and specify product characteristics.
B) Some customers call RFPs proposed negotiation points (PNPs).
C) Buyers appreciate proposals that contain a large amount of material that require them to search for answers.
D) Delivery schedules are typically not included in the RFP.
E) All of the above.
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Page 11
Chapter 10: Responding to Objections
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Q1) Which of the following statements about objections is FALSE?
A) Objections present sales opportunities.
B) Prospects who object indicate that they are showing some interest in the seller's presentation.
C) Salespeople should encourage buyers to voice their concerns or questions.
D) Salespeople should take every buyer's objections personally.
E) Real objections are logical to the prospect, no matter how they seem to the sales rep.
Q2) Rhonda is suspicious about Adam's statement that his company cannot afford her product.Her latest research on the firm suggests that not only do they need the new piece of equipment but also that financing can be obtained from a local bank.In fact,something about the tone of his voice makes her believe that this was just a(n)_____ to hide his real objection to buying.
A) explanation
B) excuse
C) motive
D) thought
E) logic
Q3) Discuss the importance of forestalling as a strategy.
Q4) How can a salesperson separate excuses from objections?
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Chapter 11: Obtaining Commitment
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Q1) Annette's nonverbal behavior suggests that she is willing to purchase products from Cadmia Nursery Company.These nonverbal cues can also be called:
A) closing flags.
B) buying signals.
C) closing links.
D) benefit openings.
E) purchase influencers.
Q2) Salespeople should never apologize for the price they present. A)True
B)False
Q3) Is there a right time to obtain commitment? How do customers let salespeople know they are ready to buy?
Q4) Books You Demand bookstore received an invoice dated May 2 from a publisher that read,"2/10,n/30" and informed the owner that she owed a total of $600.What percentage of discount does she get if she pays on June 1?
Q5) What method of commitment is the salesperson using when he asks the prospect,"How does my company's system for monitoring refrigeration leaks sound to you?"
Q6) What is typically the last element of any deal to be presented and discussed?
Page 13
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Chapter 12: Formal Negotiating
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Q1) The selling team should always refuse nibbling requests from the buyer after the contract has been signed.
A)True B)False
Q2) A person who is both cooperative and assertive is in the _____ mode for resolving conflicts.
A) competing B) accommodating C) avoiding D) collaborating E) compromising
Q3) Negotiations always involve a team of buyers and a team of sellers.
A)True B)False
Q4) Describe three guidelines for making concessions.
Q5) The opposite of the competing mode for resolving conflict is the accommodating mode.
A)True B)False
Q6) What is the best response to a buying team that attempts lowballing?
Page 14
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Chapter 13: Building Partnering Relationships
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Q1) What different types of relationships can exist between buyers and sellers?
Q2) When dissolution occurs in the latter stages of a relationship between two firms,the loss of investments made in the relationship can be significant and have an impact throughout both organizations.
A)True
B)False
Q3) Zero Zone,Inc.manufactures and sells display refrigeration and freezer units to supermarkets.The manufacturer is successful because it is able to keep the promises it makes.All customers know that Zero Zone's salespeople and its products live up to all the promises made.This is an illustration of which factor necessary for mutual trust to develop?
A) Dependability
B) Sales orientation
C) Likability
D) Spontaneity
E) Profitability
Q4) Mutual investments are tangible investments in a relationship by both parties.
A)True
B)False
Q5) Give an example to explain the concept of customer lifetime value.
Page 15
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Chapter 14: Building Long-Term Partnerships
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Q1) Full-line selling is the sale of those goods and services which are:
A) required as a part of the initial order a new customer places.
B) purchased by manufacturers and not retailers.
C) designed as a line of associated products.
D) sold as additional products that are not directly associated with the initial products.
E) compulsorily more advanced and more expensive than the initial products.
Q2) Which of the following represents a way by which a salesperson can ensure having a good number of personal contacts in the customer's firms?
A) By using the electronic data interchange system to control communication with the customer
B) By using specialty advertising items to make the selling firm's presence felt in the customer's firm
C) By cultivating three relationships each at three organizational levels of the customer's firm
D) By minimizing the use of strategies like cross-selling, full-line selling, and upselling with the customer's firm
E) By avoiding action on any trust-destroying conflict that the customer may have
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Page 16
Chapter 15: Managing Your Time and Territory
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Q1) A goal to increase the amount of commission earned by 15 percent is an example of a(n)_____ goal.
A) performance
B) consequence
C) activity
D) transformation
E) conversion
Q2) Karen knew that the best salesperson in her company had a sales conversion ratio of 75 percent while hers was only 55 percent.Since one of Karen's goals is to improve her conversion ratio,she could use _____ and compare what she was doing with what the best salesperson in the company was doing,to identify ways to improve her sales conversion rate.
A) benchmarking
B) crowdsourcing
C) market analysis
D) groupthinking
E) social loafing
Q3) Customer contacts should always be in the form of in-person sales calls.
A)True
B)False
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Chapter 16: Managing Within Your Company
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Q1) Which of the following is a primary role of salespeople in an organization?
A) Drafting an expense budget
B) Determining the mission statement of the company
C) Correctly designing administrative organizational structure
D) Initiating succession planning in an organization
E) Carrying the customer's voice across the organization
Q2) List three kinds of outbound sales representatives.
Q3) Adam is a new sales representative for Harris Pillow Company,a manufacturer of pillows.In addition to his sales responsibilities,what areas of the company are likely to be important to him and how?
Q4) In an extension of team selling,multilevel selling,members at various levels of the sales organization call on their counterparts in the buying organization. A)True
B)False
Q5) When are straight salary compensation plans appropriate?
Q6) Internal partnerships should be dedicated to satisfying customers' needs.
A)True
B)False
Q7) What is the difference between a bonus and a commission?
Page 18
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Chapter 17: Managing Your Career
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Q1) When preparing a _____ résumé,begin by listing the qualities you have that you think will help you get the job.
A) standard
B) academic
C) conventional
D) placement
E) functional
Q2) Why is it important to learn as much as you can about your current job?
Q3) _____ is what happens when the role demands more than the person can perform.
A) Ambiguous control
B) Subliminal stress
C) Role conflict
D) Role ambiguity
E) Role overload
Q4) When Paula went in for her job interview,she was given a plastic cup and asked to sell the cup to the interviewer.What kind of an interview did Paula experience?
Q5) Functional résumés reverse the content and titles of conventional résumés.
A)True
B)False
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