Exam 18 May 2018, questions and answers PDF

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1. Which of the following terms best describes a salesperson who is in a formal relationship with 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 2. Seamus sells office supplies. He recently called on a customer who was trying to select a photo to go on its fall catalogue. The customer wanted to look at the ten photos side-by-side and compare them, but his easel would only hold one at a time. Since the walls of the office are made of cinderblock, it was not possible to paste or tack the photos on the wall. It was a problem that occurred every time a new catalogue was issued. After looking at the problem, Seamus said, "I'll be right back." When he returned, he had a roll of cork and a can of cork glue. He and the business owner turned one wall into a giant bulletin board. In this instance, Seamus acted as a: ฀ ฀ A. tactical partner B. creative problem solver C. low-involvement decision maker D. transactional partner E. exchange creator 3. Mandeep is going on his first sales call, and he is very nervous. Which of the following would you tell Mandeep would be the most critical step linked to a successful sales call and decrease his level of nervousness? ฀ ฀ A. be able to motivate the customer to buy even if the customer does not really need the product B. continually monitor the competition C. plan the sales call D. ignore customer objections E. schedule the length of each sales call to be no more than thirty minutes 4. Salespeople that are strategic problem solvers tends to keep which of the following activities as central to his/her selling activities? ฀ ฀ A. understands the customer's needs B. has a strong understanding of the customer's business C. develops solutions focused on solving problems or challenges D. develops mutually beneficial outcomes E. all of these choices are correct 5. Which of the following is NOT a reason why salespeople need to plan their sales calls? ฀ A. Planning a sales call creates professionalism. B. Planning a sales call builds self-confidence. C. If you plan your sales call, you develop an atmosphere of goodwill. D. If you plan your sales call, you do not waste time waiting to see your prospect. E. Planning a sales call increases your sales.

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6. Which of the following are directly linked to a salesperson engaged in a sales planning activity? ฀ A. develop sales call objectives B. develop the sales presentation C. develop or review a customer profile D. develop a customer benefit plan E. all of these choices are correct

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7. Which of the following statements about sales call objectives is correct? ฀ ฀ A. You cannot make an efficient sales call without a sales call objective. B. You only need sales call objectives with prospects. C. You should determine customer profiles before you think about sales call objectives. D. The sales call objective is the main purpose of a salesperson's contact with a prospect or customer. E. Selling is a very complex process, and sales call objectives make it easier. 8. Which of the following are good sales call objectives? ฀ A. easily fulfilled B. unencumbered with time restrictions C. specific and measurable D. open-ended and non-specific E. all of these choices are correct

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9. What does the "M" in the acronym SMART stand for? ฀ A. manage time wisely B. maximize the customer's order size C. minimize the cost to the customer D. be measurable E. move the prospect to buy

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10. John, a regional sales manager anticipates that Marie, one of his customers will order at least 5% more tires this year for her thriving tire store. Which of the following options best characterizes the "A" in the acronym SMART? ฀ ฀ A. enhance relationship building B. be based on marketing research C. relate to the present and future needs of the customer D. create references E. be realistic 11. Rosa sells how-to books. When she went on her sales call to the Book Nook, she knew the purchasing policies of the store, who made the buying decisions, and the terms that the store needed. Where would Rosa likely find this type of information? ฀ ฀ A. sales call objective B. company's marketing plan C. competitive portfolio D. customer profile E. business proposition 12. What should a customer profile tell the salesperson? ฀ ฀ A. who makes the company's buying decisions B. the background of the buyer's company C. what are the customer's purchasing policies D. what competitors successfully do business with the customer E. all of choices are correct 13. Jenny sells medical equipment like examination tables and dental chairs. She has been advised that she should contact the comptroller at the Hamilton Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex. Jenny has not yet made the sales call because she hates to be pushy. Which of the following best describes Jenny's current behaviour? ฀ ฀ A. referral breakdown B. sales hesitation C. prospect aversion D. call reluctance E. lead negation

14. Marie is experiencing some challenges overcoming the gatekeeper at a company she would love to make a presentation to. She seeks your advice and provides you with five alternatives that she is considering using next time she calls the company. Which of the following would you suggest she use? ฀ ฀ A. "Could I see him this afternoon?" B. "Could I bring him a bag lunch tomorrow?" C. "When would it be best to see him?" D. "Do you think he would be interested in meeting with me?" E. "Can you see if I can get an appointment for 10:00 Friday morning?" 15. Because they are so busy, many executives have filtration systems often called gatekeepers to protect their time. What would you suggest a professional salesperson do in order to get through this system? ฀ A. not waste time waiting B. develop friends in the prospect's firm C. call at the right time on the right person D. be determined and believe it can be done E. all of these choices are correct

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16. The textbook offers a series of tips design to help you overcome company gatekeepers. Which of the following are NOT tips offered by the authors of the textbook? ฀ ฀ A. Try using the gatekeepers name as it may imply over-friendliness on your part B. Ask if the gatekeeper can give you a few moments; if not, then ask for a more convenient time to call C. Listen carefully to any follow-up instructions that you may receive D. Try to get gatekeepers on your side both before and after the call E. Call the company when you know the gatekeeper is on holidays or during his/her lunch period. 17. Which of the following are good tips associated with leaving a voice mail that will improve your odds of speaking with a prospect? ฀ ฀ A. smile on the phone B. be brief - usually, no more than 20 or 30 seconds C. make sure your message includes the key benefits to your customer D. make sure you leave your phone number E. all of these choices are correct 18. What should be included in a marketing plan for a retailer that is buying a new inventory system? ฀ A. the business proposition B. the SELL sequence C. how the inventory system can be most effectively used with existing equipment D. how to dispose of the inventory system equipment that is being replaced by the new system E. how the buyer can determine that the inventory system needs to be replaced with a newer system

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19. What are the first three steps involved in developing the customer benefit plan in their correct order? ฀ A. developing marketing plan, developing FAB, developing business proposition B. developing benefits, developing business proposition, developing marketing plan C. developing marketing plan, developing business proposition, closing the sale D. developing FAB, developing marketing plan, developing business proposition E. developing business proposition, developing marketing plan, closing the sale 20. Phyllis sells for a manufacturer of a line of forged steel gardening tools. What should she include in her marketing plan for a hardware store? ฀ ฀ A. how ultimate consumers should correctly dispose of old gardening tools B. how the retailer can adopt the role of end-user C. how the reseller will sell the garden tools once purchased D. the business proposition which the retailer will adhere to E. All of these choices are correct

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21. The customer benefit plan contains the nucleus of the information used by a salesperson in a sales presentation. What would a salesperson NOT include in step three a customer benefit plan? ฀ ฀ A. the features B. forecast of profit per square feet C. payment plan D. projected return on investment E. suggested margin 22. What is the second of the five mental steps that a prospect goes through in deciding to buy from you? ฀ A. attention B. insight C. intent D. Interest E. incubation

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23. In which of the prospect's mental steps would interruptions by a secretary, a long-distance phone call, and the prospect's need to leave the office in the next fifteen minutes be most distracting to a salesperson? ฀ ฀ A. interest B. action C. conviction D. attention E. desire 24. A salesperson's prospects go through several mental steps in deciding whether to buy or not to buy the product. Select these steps in their correct order. ฀ ฀ A. attention, interest, desire, purchase, action B. attention, desire, interest, conviction, purchase C. attention, interest, desire, conviction, purchase D. attention, interest, desire, conviction, purchase, action E. none of these answers lists the correct steps in order 25. You are a sales representative for an e-book supplier and you call on John Radcliffe, the procurement manager for a local university. After a few minutes of "small talk," John asks you to step into his office for a meaningful conversation about your e-books. Which of the following best characterizes John's "mental process?" ฀ ฀ A. John believes your e-books will fill his specific needs. B. a sale is made C. You have achieved the interest stage of John's mental process. D. John has a boiling desire for your product. E. John understands why he should buy from you. 26. Which of the following is best associated with turning a lukewarm prospect into a prospect that expresses a wish to have a product just like the one you are selling? ฀ ฀ A. interactive method B. SELL sequence C. business proposition D. FAB process E. action enhancement method 27. In which of the mental steps does the prospect decide he should buy from you because there are no remaining doubts in his mind? ฀ ฀ A. conviction B. acceptance C. arousal D. purchase E. action

28. Peter works as a financial planner for a Canadian Bank. After several meetings Marie, a large potential investor, turns to Peter and says: "you and your company are the perfect fit for us and, we are prepared to make a large purchase." Which of the following steps best characterizes Marie's statement? ฀ ฀ A. action B. interest C. conviction D. desire E. purchase 29. What involves a persuasive vocal and visual explanation of a business proposition? ฀ A. preapproach B. display premise C. sales presentation D. trial close E. benefit close

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30. The textbook introduces four presentation methods. What is the basic distinguishing factor that differentiates these four presentation methods? ฀ ฀ A. type of customer B. percentage of the conversation controlled by the salesperson C. type of product D. measurability of the sales call objective E. number of decision makers 31. Which type of presentation methods is most likely to be used in a transactional sales interaction? ฀ A. professional B. need-satisfaction C. barrier D. problem-solving E. memorized

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32. Ardel has selected a selling technique in which she has more control over the amount of the conversation between buyer and seller more than with any other sales presentation method. What technique is Ardel using? ฀ ฀ A. professional B. memorized C. need-satisfaction D. barrier E. problem-solving 33. Which of the following would you NOT consider to be an advantage of a structured sales presentation? ฀ ฀ A. helps the salesperson identify hidden needs B. ensures consistency in the presentation message C. great for inexperienced salespersons D. helps focus the presentation on the product's features and benefits E. complements the problem-solving approach 34. Which of the following presentation methods allows for greater customization according to the textbook? ฀ ฀ A. formula B. problem-solving C. memorized D. stimulus response E. interactive need-satisfaction

35. Which of the following sales presentation methods is most often used by experienced salespersons selling directly to businesses? ฀ ฀ A. the memorized approach B. the stimulus response approach C. the interactive need-satisfaction approach D. the formula approach E. the problem-solving approach 36. Which of the following is based on the assumption that similar prospects facing similar situations should be approached with similar sales presentations? ฀ ฀ A. formula B. memorized C. stimulus response D. interactive need-satisfaction E. problem-solving 37. A salesperson does most of the talking and often much of the talk is about benefits of no use to the prospect. Customers often perceive this approach as a high pressure sales. What kind of sales presentation best fits these two statements? ฀ ฀ A. professional B. interactive need-satisfaction C. barrier D. memorized E. problem-solving 38. Under what kind of setting are you most likely find a structured sales presentation being used? ฀ A. selling office equipment and cash registers B. retail department store clerks C. selling perishable products D. selling products on the telephone E. selling to professionals like lawyers and architects 39. For which of the following products would a salesperson be most likely to use a memorized sales presentation? ฀ ฀ A. a set of encyclopedia B. an interactive video for training salespeople C. a pesticide that completely eradicates termites in one spraying D. an around-the-world cruise E. a 20-foot tall fiberglass steeple 40. Which of the following is an advantage of a memorized sales presentation? ฀ ฀ A. ensures that the company's salespeople provide the same information to all customers B. has a problem solving orientation C. is flexible and adapts readily to long or short presentation times D. keeps prospect participation at a minimum E. is easy to use with highly technical products 41. Which of the following is a disadvantage of the memorized sales presentation? ฀ ฀ A.The difficulty involved in preparing and using the memorized sales presentation often frightens inexperienced salespeople. B. The memorized sales presentation includes too much prospect participation. C. The memorized sales presentation is not effective when selling time is short. D.The memorized sales presentation presents features, advantages, and benefits that may not be important to the buyer. E. Salespeople often are disorganized when they use the memorized sales presentation approach.

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42. Which of these statements about formula presentations is true? ฀ ฀ A. The formula presentation is based on the SPIN procedure of developing and giving the sales presentation. B. New task buying situations are a good time to use the formula presentation method. C. An advantage of the formula presentation is that it is most adaptable to complex selling situations. D.The customer gets his or her greatest amount of talking time during the beginning of the formula sales presentation. E To successfully use the formula sales presentation method, the salesperson must previously have . correctly identified the prospect's needs and wants. 43. Which of the following is a disadvantage of the interactive needs-satisfaction sales presentation? ฀ ฀ ASome salespeople feel uncomfortable with the interactive needs-satisfaction sales presentation method . because they feel they are less in control when using this approach. B. The interactive needs-satisfaction sales presentation is impractical for selling highly technical products. C. The interactive needs-satisfaction sales presentation proceeds too quickly through the sales presentation to the close. D The interactive needs-satisfaction sales presentation presents features, advantages, and benefits that . may not be important to the buyer. E. The interactive needs-satisfaction sales presentation permits very little prospect participation. 44. For which of the following products would a salesperson be most likely to use a problem solution sales presentation? ฀ ฀ A. a case of Mountain Dew B. baby powder, baby shampoo, and baby lotion C. computer software for an accounting firm D. a set of leather-bound books by Agatha Christie E. none of these answers is correct 45. This type of presentation tends to be complex and requires that the salesperson often conduct a certain level of analysis on his/her prospect. What type of sales presentation best fits this description? ฀ ฀ A. memorized B. stimulus response C. problem-solution D. need-satisfaction E. formula 46. Ingrid is selling a local area network (LAN) to an engineering company. She is doing a sales presentation to all of the people who will be using the LAN. She has just finished giving a brief history of her company and discussing the firm's philosophy to the 25 people in the room. She has also mentioned a few large companies that her firm has worked with in the past. What is Ingrid attempting to do by providing the company's history and its philosophy? ฀ ฀ A. relax her audience B. establish credibility C. create a selling environment D. educate her audience E. create interest in her company 47. What should a salesperson do in the beginning of a group sales presentation? ฀ A. provide every member of the group with a cold or warm drink B. introduce himself, his company, and establish credibility with the prospect C. identify all of his competitors D. discuss his company's past mistakes E. try to close the sale

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48. What is the salesperson attempting to do when he/she provides a brief summary of his/her company's relative strengths in the marketplace? ฀ ฀ A. explaining how the FAB formula is used by his/her company B. explaining his/her company's "short cycle" C. explaining his/her company' competitive advantage D. explaining the cost advantages of his/her product E. none of these choices are correct 49. Assume you are the salesperson making a group sales presentation. Which of these statements is true? ฀ ฀ A. The larger the group, the less structured your presentation must be. B. You should not talk to the members of the buying group prior to the presentation. C. Establish your credibility early in the presentation. D. Prepare a written proposal document, and be sure to include prices. E. Omit trial closes from your presentation. 50. Which of the following statements about group sales presentations is false? ฀ ฀ A. During the presentation do not mentioning other clients you have sold to in the past. B When explaining why your company is the best choice as a supplier a detailed list of comparative . strengths and weaknesses is often very helpful. C. It is often a great idea to use a proposal document as a script during your presentation. D. It is a good idea to contact decision makers prior to the actual sales presentation E. None of these choices are correct 51. Which of the following statements about Team Selling is correct? ฀ ฀ A. more expertise is provided by cross-functional teams B. credibility is increased C. You can reach deeper into the buying organization by "having your people talk to their people." D. each side will gain a much better understanding of the other E. all of these choices are correct 52. Which of the following are NOT strong rationale for not including pricing details in your sales proposal that is likely to become a group sales presentation? ฀ ฀ A. people tend to look at the price and ignore that actual pres...