Sales Management Test Questions
Course Introduction
Sales Management explores the principles, strategies, and techniques used to effectively lead and develop a sales force in various business environments. The course covers topics such as sales planning, recruitment and training of sales personnel, motivation and compensation, territory design, forecasting, and performance evaluation. Students will examine the integration of sales activities with broader marketing strategies, analyze case studies, and apply problem-solving skills to real-world scenarios. Emphasis is placed on understanding buyer behavior, ethical considerations, and the use of technology in sales. By the end of the course, students will be equipped with the knowledge and practical skills necessary to manage and optimize a sales team for organizational success.
Recommended Textbook
Selling Building Partnerships 8th Edition by Stephen Castleberry
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17 Chapters
1936 Verified Questions
1936 Flashcards
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Chapter 1: Selling and Sales-People
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89 Verified Questions
89 Flashcards
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Sample Questions
Q1) Why does personal selling work better than other communications options available to firms selling in the business-to-business market?
A)Personal selling employs more people in the U.S.than advertising.
B)Salespeople are able to tailor unique messages for each prospective buyer.
C)U.S.firms have become particularly adept at hiring "born" salespeople.
D)Personal selling is the most expensive form of promotion.
E)Salespeople are proficient in all aspects of new product development.
Answer: B
Q2) Gwen is considering how to sell her new product. She is considering Internet sales, hiring sales reps, using a manufacturer's rep, and several other options. Gwen is considering her:
A)multi-channel mission.
B)go-to-market strategies.
C)customer-centric circle.
D)lifetime marketing value.
E)emotional versus intellectual challenge.
Answer: B
Q3) As a sales job category, what tasks do missionary salespeople perform?
Answer: Missionary salespeople promote; they do not sell.
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Page 3
Chapter 2: Ethical and Legal Issues in Selling
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Sample Questions
Q1) Imagine you have a computer job with Hughes Hospital Supply, and you get a job offer from IBM. What would be the ethical way to move from your job at Hughes to your new position with IBM?
Answer: First, you should give ample notice. Offer assistance during the transition phase; help your replacement learn his/her job. Do not disclose confidential information to IBM. Finally, don't burn your bridges.
Q2) How does a sale differ from a contract to sell?
A)Cash must change hands for a contract to sell to exist.
B)The UCC defines a sale and a contract to sell as synonymous.
C)A sale is made when the salesperson makes an offer and receives unqualified acceptance.
D)The title must change hands for a contract to sell to exist.
E)A contract to sell exists anytime a salesperson makes an offer and receives unqualified acceptance from the customer.
Answer: E
Q3) Briefly describe the purpose of the Robinson-Patman Act.
Answer: to protect buyers from price discrimination in interstate commerce
Q4) How does the Uniform Commercial Code (UCC) define a sales presentation?
Answer: as an invitation to negotiation
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Chapter 3: Buying Behavior and the Buying Process
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117 Verified Questions
117 Flashcards
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Sample Questions
Q1) Barton Wholesaling Company, Tommy Hilfiger (a designer of men's clothing) and Carlyle Trucking are all examples of resellers.
A)True
B)False
Answer: False
Q2) What kind of buying decision is being made when the receptionist orders replacement goldfish for the aquarium in the lawyers' waiting room from the company that initially supplied the fish that died?
Answer: straight rebuy.
Q3) How is the Internet affecting salespeople?
Answer: The impact of the Internet varies from industry to industry but, generally, it facilitates communication, identifies prospects, provides needed information to customers, can be used for order taking, and checking on the status of orders. While initially, many salespeople felt threatened by the emergence of the Internet, most now see it as a support tool increasing their effectiveness.
Q4) How can global competitiveness affect organizational buying?
Answer: It is making it increasingly complex as buyers engage in global sourcing.
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Chapter 4: Using Communication Principles to Build Relationships
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Sample Questions
Q1) How do salespeople engage in active listening?
Q2) Salespeople should vary the loudness of their speech:
A)to produce recognizable images.
B)according to the gatekeeper's instructions.
C)to determine your constant inflection point.
D)to avoid monotony.
E)is accurately described by all of the above
Q3) Which of the following body language signals is most positive?
A)Prospect has arms and legs uncrossed.
B)Prospect is leaning away from the salesperson.
C)Prospect's left hand is clenched in a fist.
D)Prospect is looking directly in to the salesperson's eyes for 15 to 20 seconds each time they make eye contact.
E)Prospect is fidgeting.
Q4) Which of the following is NOT part of a salesman's voice characteristics?
A)his hand gestures
B)the speed with which he speaks
C)how loudly he speaks
D)how he articulates his words
E)his use of inflections at the end of his sentences
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Chapter 5: Adaptive Selling for Relationship Building
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106 Verified Questions
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Sample Questions
Q1) When Kerry saw his prospect's yellow and green plaid trousers, white golf shirt with gold buttons, and his black and white shoes, he was fairly certain that he was in the company of a(n):
A)driver.
B)expressive.
C)amiable.
D)analytical.
E)entrepreneur.
Q2) Harvey uses a memorized presentation with a standard introduction and a list of points he wants to make during his sales presentation. Harvey is using a(n) _____ presentation.
A)customized
B)outlined
C)adaptive
D)canned
E)cause and effect
Q3) Performance feedback provides information about what you are doing right and what you are doing wrong.
A)True
B)False
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Chapter 6: Prospecting
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Sample Questions
Q1) Gaetana has identified a "bell cow," someone who others follow. In sales prospecting what is this person called?
Q2) Roger sells farm equipment. About twice a month he visits Frank Copeland's farm. Copeland hasn't bought a new piece of equipment in twenty years, but he always seems to know who's in the market for Roger's farm equipment. Copeland likes to gossip and shares his information with Roger freely. Frank Copeland would be a good example of a:
A)bounce-back
B)spiff
C)center of influence
D)free canvasser
E)spotter
Q3) A salesperson at a trade show that is practicing adaptive selling might ask:
A)"Are you enjoying the show?"
B)"How's the weather outside?"
C)"Can I help you with something today?"
D)"Would you like to have this free calendar?"
E)"Do you ever wish there was a way to increase its profits by 10 percent without increasing expenses?"
Q4) What is the difference between an exclusive sales territory and a house account?
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Chapter 7: Planning the Sales Call
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103 Verified Questions
103 Flashcards
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Sample Questions
Q1) Which of the three criteria for measuring effective sales objectives does the following objective NOT meet: "My goal for the next six months is to make sure that every customer is 100 percent satisfied with my product and all after-the-sale service."
A)It is too qualitative.
B)It is not realistic.
C)It is too specific.
D)It is incomplete because it does not include before-the-sale contact.
E)It is too individualized.
Q2) In "Webcasting Can Be the Answer" Steptoe & Johnson decided to use webcasting for sales presentations primarily because:
A)it allowed senior partners to reduce their work load
B)it allowed one-way communication
C)it was more cost-effective than personal sales calls
D)it offered greater diversity in workplace participation
E)all of the above
Q3) What are the benefits of multiple sales call objectives?
Q4) What are the differences among the focus of receptivity, focus of dissatisfaction, and focus of power?
Q5) Why should a salesperson make an appointment whenever possible?
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Chapter 8: Making the Sales Call
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) In the opening profile Jennifer Van Winkle recommends all of the following EXCEPT:
A)Make sure you are prepared for objections
B)Think of an initial sales call as a job interview
C)Asking for an order is the paramount goal of a first sales call
D)Good communication is an extremely important component of a sales call
E)Remember to read a prospect's nonverbal reactions, and adjust when necessary
Q2) In "I Think You Should Use My Competitor's Product Instead" what did the sales rep gain by that recommendation?
Q3) A(n) _____ is how a particular feature will help a particular buyer and is tied directly to the buying motives of the prospect.
A)advantage
B)distinction
C)benefit
D)characteristic
E)highlight
Q4) Describe the problem/solution selling model?
Q5) One critical advantage of SPIN is that the prospect defines the need.
A)True
B)False
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Chapter 9: Strength-Ening the Presentation
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112 Verified Questions
112 Flashcards
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Sample Questions
Q1) In the example described in the text, on September 11, 2001 Wal-Mart recognized it had sold out of American flags and quickly re-ordered them. What technologies allowed Wal-Mart to re-order ahead of Target?
Q2) After Ingrid used a particular visual in her presentation, she would be smart to remove it from sight unless the prospect asks her not to do so.
A)True
B)False
Q3) How can testimonials be used to improve a salesperson's credibility?
Q4) Why would a salesperson for a wholesale flower distributor give the prospective client a bouquet of fragrant lilacs to smell and admire during the sales presentation?
Q5) In the opening profile Andrew Gaffke stresses the importance of having a carefully crafted: A)FAB.
B)halo effect.
C)product opening.
D)value proposition.
E)need payoff analysis.
Q6) What is a simple definition for a salesperson's portfolio?
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Chapter 10: Responding to Objections
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131 Verified Questions
131 Flashcards
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Sample Questions
Q1) The referral method of responding to objections:
A)should only be used on analyticals.
B)is an appropriate way to deal with almost any objections.
C)often appears canned.
D)makes explicit use of the multi-attribute model.
E)is often referred to as the superior benefit method.
Q2) How can a salesperson separate excuses from objections?
Q3) Discuss the importance of forestalling as a strategy.
Q4) An experienced salesperson knows that objections come at the end of a presentation and are always negative.
A)True
B)False
Q5) Which of the following statements about objections is FALSE?
A)Objections present opportunities
B)Prospects who object are showing some interest in your presentation
C)The salesperson should be glad the prospect raised an objection
D)Showing belligerence is an excellent way to encourage objections
E)Real objections are logical to the prospect, no matter how they seem to the sales rep
Q6) What can salespeople do about predictable objections?
Page 12
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Chapter 11: Obtaining Commitment
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Sample Questions
Q1) The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $200. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 1. How much will she have to pay if she pays the invoice by March 11?
A)$196
B)$200
C)$190
D)$100
E)$150
Q2) After Sebastian had purchased the HEP-A vacuum for $819, he worried that he might have gotten a vacuum cleaner just as good for less money if he had continued searching. What is the name for what is causing Sebastian to feel anxious?
Q3) Even if you have done your job well and have a product that the buyer truly needs, you deserve the sale.
A)True
B)False
Q4) Give three reasons why salespeople need to become proficient in obtaining commitment.
Q5) What are the two types of quantity discounts offered by businesses?
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Chapter 12: Formal Negotiating
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Sample Questions
Q1) The selling team for NevaFlat Tire Company is meeting to try to creatively develop strategies for their upcoming negotiations with the management of GM's Saturn plant. NevaFlat would like to become the preferred supplier of tires to Saturn. The NevaFlat people are engaged in a(n):
A)caucus.
B)agenda conference.
C)fact-finding forum.
D)idea interchange.
E)brainstorming session.
Q2) The salesperson selling radio ad time was pleased that he had come to an agreement with the largest retailer in town. As he was leaving the office, the retailer's media buyer asked, "Even though those rates don't take effect for two weeks, do you think you could apply those rates to our next two weeks of advertising time?" The media buyer was:
A)playing hardball.
B)nibbling.
C)shaving dollars.
D)browbeating.
E)whittling.
Q3) What is the best response when the buying team attempts lowballing?
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Chapter 13: Building Partnering Relationships
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Sample Questions
Q1) Without ____________, behavioral loyalty cannot develop.
A)strategic likeability
B)tactical training
C)relational dissolution
D)customer satisfaction
E)routine purchasing
Q2) Philips Electronics is the only supplier of Toyota auto headlamps. Because of their ___, Toyota was able to develop further its just-in-time inventory management system and Philips was able to institute a total quality management approach to its production and acquire more business from other Japanese car manufacturers.
A)reciprocal partnership
B)buyer-seller alliance
C)strategic partnership
D)tactical partnership
E)hierarchical relationship
Q3) At which stage of the customer relationship building process will the buyer and seller pledge either implicitly or explicitly to continue the relationship for a period of time?
Q4) How is a market exchange relationship a win-lose relationship?
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Chapter 14: Building Long-Term Partnerships
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Sample Questions
Q1) Assuming proper expectations have been set, what are the three major sources of customer complaints?
Q2) Jason knows his customer has a complaint but does not know what the complaint is. Based on past experience, Jason could anticipate that source of the complaint is any of the following EXCEPT:
A)the product performs poorly
B)the product is being used improperly
C)the product does not contain all the requisite parts
D)the product is too easy to operate
E)the terms of the sales contract were not met
Q3) What is the most common reason why salespeople lose good accounts?
Q4) To achieve increasing revenue in an account over time, the salesperson acts as a change agent.
A)True
B)False
Q5) Once a customer has committed to a partnership, less work is needed to maintain the relationship.
A)True
B)False
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Chapter 15: Managing Your Time and Territory
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Sample Questions
Q1) Activity goals are important because they reflect how efficiently the salesperson uses resources, such as time, to accomplish performance goals.
A)True
B)False
Q2) List and briefly describe the three types of sales call goals.
Q3) In the opening profile who did Tony Fiorello find most helpful to her in managing her time in a new territory?
Q4) The ABC analysis makes use of the:
A)social audit.
B)expectancy theory.
C)iceberg principle.
D)80/20 rule.
E)equity theory.
Q5) A system that classifies sales accounts based on a company's competitive position and the account's sales potential is called a competition sales call allocation grid.
A)True
B)False
Q6) How does an ABC analysis use the 80/20 rule?
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Chapter 16: Managing Within Your Company
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Sample Questions
Q1) Kristen wants her sales force to concentrate its efforts on selling the most profitable accounts and products, to make this happen she could institute profit quotas.
A)True
B)False
Q2) Bottom-up forecasting provides the advantage of:
A)forecasting coming from people who are not responsible for achieving the sales figure forecast.
B)salespeople who tend to be optimistic and may overestimate sales.
C)allowing forecast information to come from the people closest to the market.
D)salespeople who may deliberately underestimate sales if their bonuses depend on exceeding the sales forecast.
E)All of the above are advantages of bottom-up forecasting.
Q3) Another name for a salary-plus-commission plan is the:
A)compound plan.
B)time and results plan.
C)guaranteed draw plus bonus.
D)combination plan.
E)joint payment plan.
Q4) When do managers use combination plans?
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Chapter 17: Managing Your Career
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Sample Questions
Q1) Which of the following is NOT a good source of information about industries and jobs for someone who is looking for a job?
A)Business Week
B)U.S.Industrial Outlook
C)Web sites such as HYPERLINK "http://www.sales.com/" sales.com
D)Standard and Poor's Industry Surveys
E)Commerce Business Daily
Q2) If your eventual goal is upper corporate management, you should be aware that at certain levels many foreign-owned businesses prefer to staff management positions with people from their own country.
A)True
B)False
Q3) KSAs are an investment, and like an investment, they decay or depreciate if you do not continue to invest in them.
A)True
B)False
Q4) Bianca is looking for a job in publishing sales. Where can she look to find opportunities?
Q5) How should you begin a cover letter when you write in response to want ads?
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