Sales Management
Chapter Exam Questions
Course Introduction
Sales Management explores the principles, strategies, and techniques involved in leading and managing a successful sales force within an organization. The course examines topics such as sales planning, recruitment and training of sales personnel, setting sales objectives, designing compensation and incentive programs, territory management, and sales performance evaluation. Emphasis is placed on relationship building, ethical selling, integrating technology into the sales process, and adapting to emerging trends in global markets. Students will develop skills to motivate, coach, and lead sales teams to achieve organizational goals and drive revenue growth.
Recommended Textbook
ABCs of Relationship Selling through Service 12th Edition by Charles M. Futrell
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Page 2
Chapter 1: The Life, times, and Career of the Professional
Salesperson
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Sample Questions
Q1) The preapproach step in the customer relationship selling process involves:
A)locating and qualifying a prospect.
B)meeting a prospect and beginning a customized sales presentation.
C)relating product benefits to needs using demonstrations.
D)asking a prospect's opinions during a presentation.
E)setting goals and developing plans.
Answer: E
Q2) Which of the following falls within the definition of "place"?
A)Promotional allowances
B)Returns
C)Image
D)Inventory
E)Customer service
Answer: B
Q3) Personal selling is personal communication of information to unselfishly persuade a prospective customer to buy an idea that satisfies his or her needs.
A)True
B)False
Answer: True
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Chapter 2: Ethics Firstthen Customer Relationships
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Q1) According to a survey of adult Americans,people are most likely to base ethical and moral decisions on the:
A)legal outcome.
B)current situation.
C)principle of justice.
D)historical culture.
E)religious standard.
Answer: B
Q2) Which term refers to the rights desired by employees regarding their job security and treatment by employers?
A)Cultural acceptance
B)Human rights
C)Affirmative action
D)Employee rights
E)Workers' compensation
Answer: D
Q3) What factors shape a person's belief system?
Answer: Personality,religious background,family upbringing,personal experiences,and the situation faced are examples of factors shaping our core belief system.
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Page 4
Chapter 3: The Psychology of Selling: Why People Buy
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Q1) The statement "You won't have to stop at the gas station as frequently with our full-size truck," is an example of a(n):
A)product benefit.
B)segmentation variable.
C)product advantage.
D)product feature.
E)market trait.
Answer: A
Q2) Describe the three stages in the stimulus-response model of buyer behavior.
Answer: The first stage is the stimulus,which is the sales presentation.Next comes the black box,which indicates the buyer's hidden mental processes.The final stage is the response,which is either a sale or no sale.
Q3) A beneficial promotional device for a company is having its sales force help prospects and customers to evaluate products on the market.
A)True
B)False
Answer: True
Q4) What are three common psychological buying needs?
Answer: Comfort,pleasure,security,vanity,fear,love of family
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Chapter 4: Communication for Relationship Building: Its Not
All Talk
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Sample Questions
Q1) Communication,in a sales context,is an exchange process.
A)True
B)False
Q2) Self-concept theory asserts that buyers have four images: real self,self-image,ideal self,and looking-glass self.
A)True
B)False
Q3) The conversion by the salesperson of ideas and concepts into language and material is the decoding process.
A)True
B)False
Q4) According to self-concept theory,which term refers to how people see themselves?
A)Real self
B)Self-image
C)True self
D)Ideal self
E)Looking-glass self
Q5) What are the four major nonverbal communication channels?
Q7) What is the KISS rule? Page 6
Q6) Differentiate between hearing and listening.
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Page 7
Chapter 5: Sales Knowledge: Customers, products, technologies
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Q1) Smith-Lockwood,a gift store,ran a half-page advertisement in a regional newspaper for Howard Miller brand clocks.Smith-Lockwood's Howard Miller supplier reimbursed the store's owner for the media cost.This is most likely an example of _____ advertising.
A)industrial
B)national
C)trade
D)institutional
E)co-op
Q2) Terrence sells office equipment and is asked by a prospect,"How does your product compare to the one I'm currently using?" To prepare for this question,Terrence should have:
A)planned a trial close.
B)examined the competition's ads.
C)checked his firm's code of ethics.
D)practiced question-avoidance techniques.
E)talked to former employees of his competitors.
Q3) In sales,the need for netiquette mostly arises when using text messaging.
A)True
B)False
Page 8
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Chapter 6: Prospecting : the Lifeblood of Selling
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Q1) Briefly describe the parallel referral sale.
Q2) Cultivating a network involves meeting reputable people who have many valuable contacts.
A)True
B)False
Q3) All of the following are examples of prospecting methods EXCEPT:
A)telemarketing.
B)cold canvass.
C)experimentation.
D)endless chain.
E)observation.
Q4) What two terms are used to describe prospects before they become qualified?
Q5) The term given to making and using contacts for the purpose of prospecting is: A)observing.
B)approaching.
C)telemarketing.
D)influencing.
E)networking.
Q6) What are the four main components of a prospect pool? What information is available to salespeople about each component?
Page 9
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Chapter 7: Planning the Sales Call Is a Must
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Q1) What is the second step in developing a customer benefit plan?
A)Identifying benefits
B)Creating a marketing plan
C)Establishing a sales call objective
D)Developing a business proposition
E)Customizing a purchase order plan
Q2) Which of the following should be addressed in the closing phase of a sales presentation?
A)Explaining usage
B)Outlining features
C)Building rapport
D)Asking for business
E)Explaining how to resell
Q3) A(n)________ is a formal relationship between a salesperson and a customer for the purpose of pursuing mutual goals.
A)transactional relationship
B)exchange-oriented dependency
C)symbiotic relationship
D)strategic customer relationship
E)joint decision-making alliance
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Chapter 8: Carefully Select Which Sales Presentation
Method to Use
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Sample Questions
Q1) Salespeople should not question the listening skills of the group members by giving a benefit summary at the conclusion of a group sales presentation.
A)True
B)False
Q2) Why is it best to exclude price from a proposal document created for a group presentation?
A)Fees and charges will create group confusion.
B)Prices charged by competitors are hard to obtain.
C)Fluctuations in the economy prevent pricing accuracy.
D)Shipping and handling fees are difficult to estimate.
E)Price rather than the document will become the focus.
Q3) The problem-solution sales presentation consists of six steps.It begins when the salesperson and the prospect agree on the problems that the buyer wants solved. A)True
B)False
Q4) 'Pre-approach' is the first stage in the selling process.
A)True
B)False
11
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Chapter 9: Begin Your Presentation Strategically
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Q1) Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer?
A)Refrain from smoking in the prospect's office
B)Learn how to pronounce the prospect's name
C)Keep an erect posture,but if possible,sit down
D)Wear fairly conservative clothing
E)Apologize for taking the prospect's time
Q2) You have decided to open your sales presentation with either a demonstration or a statement.List the three basic objectives you should hope to accomplish with either of these techniques.
Q3) Which of the following would most likely benefit a salesperson?
A)Empathize with the prospect and ask personal questions.
B)Use only questions for which you can anticipate the answer.
C)Use more open ended questions and less close ended questions.
D)Ask a redirecting question when your prospect waits to respond.
E)Do not repeat or summarize what the prospect has just said.
Q4) After asking a prospect a question,a salesperson should remain silent and wait for an answer.
A)True
B)False
Page 12
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Chapter 10: Elements of a Great Sales Presentation
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Sample Questions
Q1) Effective demonstrations reduce a prospect's resistance to making a purchase.
A)True
B)False
Q2) On referring to a new product launched by a competitor,Ryan asked a buyer "Do you know anyone who uses that product?" Which suggestion did Ryan use?
A)Auto suggestion
B)Direct suggestion
C)Alternate suggestion
D)Counter suggestion
E)Indirect Suggestion
Q3) The salesperson should decide which element(s)of the presentation mix to emphasize in a particular presentation based primarily on:
A)sales call objective,customer profile and customer benefit plan.
B)financial objectives,product newness,number of customers and inventory levels.
C)competitor activity,current inventory levels and bonus plans.
D)persuasive communication,competitor activity and financial objectives.
E)inventory levels,financial objectives,marketing plan and distribution strategy.
Q4) Where does the ideal sales presentation take place?
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Chapter 11: Welcome Your Prospects Objections
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Sample Questions
Q1) A hopeless objection is one that cannot be answered by the salesperson.
A)True
B)False
Q2) Conditions and hopeless objections cannot be handled by negotiation.
A)True
B)False
Q3) A _____ is defined as resistance by the prospect to the salesperson's request.
A)sales stalemate
B)buyer postponement
C)selling challenge
D)customer forestalling
E)sales objection
Q4) A prospect says,"I don't like your color choices." The salesperson responds,"Before you decide to buy,let me tell you about our credit plan." This salesperson is using a boomerang technique.
A)True
B)False
Q5) A practical objection is termed as a major objection.
A)True
B)False
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Chapter 12: Closing Begins the Relationship
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Sample
Questions
Q1) "As I understand it,you like the rotating handles,blade length,and weight of these pruning shears." The salesperson is using the _____ close.
A)continuous-close
B)alternative-choice
C)minor-points
D)summary-of-benefits
E)assumptive
Q2) While working with a customer at your weekend job in a furniture store,you notice the customer is closely examining a set of patio furniture.From your study of professional selling,you know that the customer is:
A)prospecting.
B)trying to be left alone.
C)sending a buying signal.
D)attempting to make a trial close.
E)showing objections to the product.
Q3) Sales should never be closed immediately following the approach.
A)True
B)False
Q4) How does the modified T-account close differ from the T-account close?
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Chapter 13: Service and Follow-Up for Customer Retention
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Sample Questions
Q1) When the office supply salesperson loses an account to a competitor,he should:
A)treat the former customer like a prospect.
B)quit contacting the customer.
C)point out problems with the competitor's products
D)show the customer that he takes the action personally.
E)be curt and refuse to talk to the customer or others at the firm.
Q2) Describe the three levels of relationship marketing.
Q3) Which of the following statements is most likely Austin's sales philosophy?
A)Increased sales transactions improve customer satisfaction.
B)Customer satisfaction leads to lowered sales expectations.
C)Partnering eliminates a customer's cognitive dissonance.
D)Customer service improves customer retention.
E)Customer services requires technology.
Q4) A salesperson would most likely refuse to handle a complaint if the:
A)customer is wrong.
B)customer is being dishonest.
C)customer complaint is about discounts.
D)customer says that the product delivered is unsalable.
E)customer complains that the quality of the product is low.
Q5) What is customer satisfaction? Explain how it leads to customer retention.
Page 16
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Chapter 14: Time, territory, and Self-Management: Keys to Success
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Sample Questions
Q1) Break-even volume per hour = Cost per hour/Gross profit percentage
A)True
B)False
Q2) The account segmentation approach to territory management is used to:
A)insure equal treatment of the firm's prospects.
B)prevent dependence on the 80/20 principle.
C)insure equal treatment of the firm's customers.
D)increase the profitability of the territory.
E)insure equal treatment of the firm's salespeople.
Q3) Which of the following statements about sales territories is true?
A)A sales territory contains only one key account.
B)Sales territories always have geographic boundaries.
C)Sales territories are used to maximize the sales potential of a market.
D)A sales territory guarantees that a company reaches the breakeven point.
E)Sales territories are used to evaluate the effectiveness of the marketing mix.
Q4) Lin Zander sells health and beauty aids to retailers.If she sells $74,130,she exactly covers all of her territory's direct costs.Based on an 8-hour workday,a five-day week,and a 48-week year,how much does Zander need to sell hourly to reach her break-even point?
Q5) Explain the undifferentiated selling approach.
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