Test Bank For SELL 7th Edition By Thomas Ingram, Raymond, Ramon, Charles, Michael

Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

TEST BANK FOR SELL 7th Edition by Thomas Ingram, Raymond LaForge, Ramon Avila, Charles Schwepker, Michael Williams

TABLE OF CONTENTS Chapter 01: Overview of Personal Selling Chapter 02: Building Trust and Sales Ethics Chapter 03: Understanding Buyers Chapter 04: Communication Skills Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue Chapter 06: Planning Sales Dialogues and Presentations Chapter 07: Sales Dialogue: Creating and Communicating Value Chapter 08: Addressing Concerns and Earning Commitment Chapter 09: Expanding Customer Relationships Chapter 10: Adding Value: Self-Leadership and Teamwork Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Test Bank Sell 7th Edition by Thomas Ingram, Raymond, Ramon, Charles, Michael

Chapter 01: Overview of Personal Selling

Indicate whether the statement is true or false.

1. Personal selling and sales promotion are both forms of marketing communications. a. True b. False 2. Sales does not meet the criterion of making a significant contribution to society. a. True b. False 3. In a fluctuating economy, salespeople make invaluable contributions by assisting in recovery cycles and by helping to sustain periods of relative prosperity. a. True b. False 4. Consumers who are likely to be early adopters of an innovation often rely on salespeople as a tertiary source of information. a. True b. False 5. While acting as agents of innovation, salespeople invariably encounter openness to and acceptance of change from consumers in the latter stages of the diffusion process. a. True b. False 6. In the business-to-business sector, buyers are increasingly sharing their opinions, identifying problems, and asking for vendor recommendations via Twitter and LinkedIn. a. True b. False 7. As a salesperson at Solari, Michi is expected to identify customers but is not responsible for generating

revenue. a. True b. False 8. Salespeople are concerned with profitability in bottom-line terms, whereas accountants and financial staff are responsible for achieving a healthy "top line" on the profit and loss statement. a. True b. False 9. Salespeople are concerned only with sales revenue and not with overall profitability. a. True b. False 10. In recent years, marketing and sales personnel have been in strong demand for upper management positions. a. True

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Chapter 01: Overview of Personal Selling b. False 11. Customers do not expect salespeople to be knowledgeable about market opportunities and relevant business trends that may affect a customer's business. a. True b. False 12. As salespeople serve their customers, they simultaneously serve their employers and society. a. True b. False 13. Unlike need satisfaction selling, stimulus response selling focuses on customers rather than on salespeople. a. True b. False 14. Customers who appreciate the need satisfaction selling method are often willing to spend considerable time in preliminary meetings to define needs prior to a sales presentation or written sales proposal. a. True b. False 15. In the problem-solving approach to selling, competitors' offerings are never included as alternatives in a customer's purchase decision. a. True b. False 16. The three phases of the sales process are initiating, developing, and enhancing customer relationships. a. True b. False 17. The independence of action traditionally enjoyed by salespeople is frequently a byproduct of decentralized sales operations in which salespeople live and work away from headquarters. a. True b. False 18. Two types of new-business salespeople are order-takers and order-getters. a. True b. False 19. All order-getters are also pioneers and all pioneers are also order-getters. a. True b. False 20. Order-takers are not too involved in creative selling. a. True b. False Powered by Cognero

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Chapter 01: Overview of Personal Selling

Indicate the answer choice that best completes the statement or answers the question.

21. Which of the following does not describe today’s buying environment? a. A salesperson mainly provides buyers with information. b. A salesperson has very little of a buyer’s time. c. A salesperson must be a problem solver. d. A salesperson must help buyers reach their goals. e. A salesperson needs good communication skills.

22. Which of the following forms of marketing involves talking with buyers before, during, and after the sale? a. Personal selling b. Public relations c. Direct marketing d. Sales promotion e. Electronic marketing 23. Natalie is a college graduate who is seeking a career in sales. She would prefer to interact with her customers on an individual basis before, during, and after a sale rather than directing her communications at mass markets. In this context, Natalie should look for a job that is specialized in . a. guerrilla marketing b. sales promotions c. online advertising d. personal selling e. public relations 24. In the context of business-to-business marketing, which of the following is the most important part of marketing communications? a. Advertising b. Sales promotion c. Direct marketing d. Public relations e. Personal selling 25. selling is a form of personal selling that requires that salespeople earn the confidence of their customers and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value. a. The formula approach to b. Mental states c. Trust-based relationship d. Stimulus response e. Transaction-focused traditional 26. Trust-based relationship selling focuses on a. maximizing sales in the short run b. pushing products to customers immediately

.

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Chapter 01: Overview of Personal Selling c. adding value to a customer's business over an extended period d. initiating one-way communication with a customer e. the salesperson and the selling firm 27. John is a salesperson who relies heavily on creating sales strategies centered around gaining his customers' confidence and meeting their needs. He primarily focuses on delivering customer value. In this context, John most likely relies on selling. a. transaction-focused b. mental states c. trust-based relationship d. stimulus response e. traditional 28. A salesperson who follows the trust-based relationship selling strategy is expected to a. be actively involved in maximizing sales in the short run b. convince customers that their product is the best c. move on to a new customer as soon as sales are completed with the previous customer d. be actively involved in solving a customer's problems e. be excluded from a customer's decision-making process

.

29. Which of the following is a key difference between trust-based relationship selling and transaction-focused traditional selling? a. In trust-based relationship selling, the customer is the primary focus, whereas in transaction-focused traditional selling, the salesperson is the primary focus. b. In trust-based relationship selling, the nature of communication is one-way, whereas in transaction-focused traditional selling, the nature of communication is two-way. c. In trust-based relationship selling, the salesperson is isolated from the customer's decision-making process, whereas in transaction-focused traditional selling, the salesperson is actively involved in the customer's decision-making process. d. In trust-based relationship selling, the desired outcome is order volume, whereas in transaction-focused traditional selling, the desired outcome is mutual benefits. e. In trust-based relationship selling, the salesperson plays the role of making calls and closing sales, whereas in transaction-focused traditional selling, the salesperson plays the role of a business consultant.

30. In trust-based relationship selling, . a. the primary focus is on the salesperson b. the nature of communication is one-way, from the salesperson to the customer c. the customer–salesperson relationship is temporary d. the salesperson is actively involved in a customer's decision-making process e. the salesperson does little or no post-sale follow-up with the customer 31.

is determined by buyers' perceptions of what they get in exchange for what they have to give up. a. Service orientation b. Sales revenue c. Customer value

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Chapter 01: Overview of Personal Selling d. Support value e. Product demand 32. Which of the following is true of customer value? a. It is not beneficial to personal selling. b. The factors that constitute customer value are common for all customers. c. It is always determined by the customer and not the salesperson. d. It is not affected by the behavior of salespeople. e. It is determined by a salesperson's perception of what customers will get in exchange for their money.

33. The customers of Daprosoft are concerned about the price of the company's new software. Susan, a sales manager at Daprosoft, must thoroughly satisfy their curiosity about the benefits they are likely to receive after purchasing the product.

In this scenario, Susan's customers are concerned about . a. sales dialogue b. sales support c. customer value d. customer insight e. the diffusion of innovation 34. The term refers to the series of conversations between buyers and sellers that take place over time in an attempt to build relationships. a. sales advertising b. sales dialogue c. sales lead d. customer value e. economic stimulus 35. Which of the following is true of sales dialogue? a. The purpose of sales dialogues is to determine the best training method that meets the needs of salespeople. b. It is an essential part of transaction-focused traditional selling. c. The purpose of sales dialogue is to negotiate a business deal and earn a commitment from the customer. d. The business conversations that constitute sales dialogue are salesperson-focused. e. It emphasizes generating sales revenue over building customer relationships.

36.

helps a salesperson to determine if a prospective customer should be targeted for further sales attention. a. Customer value b. Sales dialogue c. Inside sales d. Sales support e. Continued affirmation

37. Ethan is a young salesperson who is tasked with establishing and maintaining good relationships with his customers.

Whenever he approaches a customer to sell his product, he begins a series of conversations with the customer to determine needs, communicates how the product can create value for the customer, and negotiates a business deal with the customer to earn a commitment. In this scenario, Ethan most likely engages in .

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Chapter 01: Overview of Personal Selling a. sales networking b. sales dialogue c. dejobbing d. job crafting e. inside sales 38. Customers define value by addressing all of the following questions except: a. Has the salesperson reached a high level of sales? b. Does the salesperson do a good job in helping me make or save money? c. Does the sales representative understand my business and my industry? d. Does this salesperson help me achieve my strategic priorities? e. Is this salesperson dependable?

39. is a customer-oriented approach that uses truthful, non-manipulative tactics to satisfy the long-term needs of both the customer and the selling firm. a. Sales prospecting b. A sales pitch c. Sales advertising d. Sales professionalism e. A sales funnel 40. According to a study examining the status of sales as a true profession, sales meets the professional criteria of through professional organizations such as the Strategic Account Management Association (SAMA) and through a common sales vocabulary such as that found in textbooks and training materials. a. ensuring the welfare of internal and external stakeholders b. making a significant contribution to society c. having a defined culture and organization of colleagues d. developing a well-established routine for salespeople e. adhering to a uniform ethical code 41. According to a study that examined the status of sales as a true profession, sales needs additional progress in two areas to be viewed as a profession on par with law, medicine, and other long-recognized professions. One of these areas is . a. operating from a substantial knowledge base that has been developed by academics b. making a significant contribution to society c. having a defined culture and organization of colleagues d. gaining public trust e. having a unique set of professional skills 42. Which of the following is true of salespeople? a. They can benefit tremendously by working from a continually evolving knowledge base. b. They adhere to a universal code of ethics. c. They enjoy relatively less job security compared with other occupational groups. d. They receive professional training through a widely accepted certification program.

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Chapter 01: Overview of Personal Selling e. They are constantly supervised by their managers and lack decision-making autonomy.

43. Identify a true statement about the evolution of personal selling. a. Future buyers will be naive and less sophisticated. b. Future salespeople will respond to a more complex, dynamic environment. c. Technology and innovation will face stagnation due to lack of creativity from salespeople. d. More emphasis will be placed on transaction-focused selling rather than trust-based relationship selling. e. More emphasis will be placed on sales pitches rather than sales dialogues.

44. Some members of society will not view sales as a true profession because . a. there is a universal code of ethics with a mechanism for dealing with violators b. there is no universal code of ethics with a mechanism for dealing with violators c. many companies have employee codes of conduct d. some professional organizations have ethical codes e. there is no participation in professional organizations 45. One of the key roles that salespeople play in society is the distribution of knowledge about new technology. In other words, salespeople help with . a. market basket analysis b. the diffusion of innovation c. market research d. data mining e. the training of future managers 46. Consumers who are likely to be early adopters of an innovation often rely on information. a. manufacturers b. salespeople c. investors d. producers e. the government 47. Salespeople fulfill the role of a. strategic orchestrators b. business consultants c. revenue producers d. market analyzers e. long-term allies

as a primary source of

when they bring in income to a firm or company.

48. Salespeople play an important role in market research and in providing feedback to their firms because

. a. they are trained through a widely accepted certification program in market research b. they spend a lot of time in direct contact with their customers c. the jobs of salespeople have a well-established routine that allows them to get a general idea of their customers Powered by Cognero

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Chapter 01: Overview of Personal Selling d. they are trained in providing feedback to their managers e. salespeople are solely concerned with their firm's profitability in bottom-line terms 49. Which of the following helps marketing and sales personnel to be good candidates for upper management positions? a. Their ability to overcome negative feedback b. Their ability to meet customer needs c. Their ability to isolate themselves from their customer's decision-making process d. Their ability to resist changes e. Their ability to push products to customers 50. Which of the following is most accurate with respect to a buyer's expectations of salespeople? a. Buyers expect salespeople to isolate themselves from the buyer's decision-making process. b. Buyers expect salespeople to be driven solely by profit. c. Buyers usually have little to no expectations of salespeople. d. Buyers expect salespeople to contribute to the success of the buyer's firm. e. Buyers expect salespeople to close a sale quickly and move on.

51. All of the following describe customer relations management (CRM) except a. CRM software has become a vital tool for businesses of all sizes b. the CRM software industry is one of the fastest growing industries c. CRM helps companies establish better communication channels d. CRM ensures decreased customer retention through loyalty programs e. CRM systems identify potential customers

.

52. When salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations, they are using selling. a. value-based b. stimulus response c. mental states d. adaptive e. the formula approach to 53. selling should most likely be used when salespeople encounter buyers with different personalities, communications styles, needs, and goals. a. Adaptive b. Stimulus response c. Mental states d. Traditional e. The formula approach to 54. During a sales presentation on his company's new range of laptops and their specifications, Max was interrupted by a few members of the audience who informed him that they were unable understand the marketing and technical jargon used in the presentation. Max altered his message accordingly and adjusted the presentation so that everyone could understand his message. In this scenario, Max most likely used selling. a. adaptive Powered by Cognero

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Chapter 01: Overview of Personal Selling b. mental states c. stimulus response d. consultative e. the formula approach to 55. Which of the following approaches to personal selling is the simplest? a. Stimulus response selling b. Need satisfaction selling c. Consultative selling d. Mental states selling e. Problem-solving selling 56. In selling, salespeople furnish statements, questions, actions, audio/visual aids, and demonstrations from a repertoire of words and actions designed to produce a desired response. a. adaptive b. stimulus response c. consultative d. problem-solving e. need satisfaction 57. Continued affirmation is an example of a. problem-solving b. need satisfaction c. consultative d. mental states e. stimulus response

selling.

58. Which of the following statements is true of stimulus response selling? a. The sales message in stimulus response selling cannot be prepared before sales dialogue. b. It cannot be used with a canned sales presentation. c. It calls for the buyer to dominate the flow of conversation in sales dialogue. d. Inexperienced salespeople can rely on stimulus response sales methods in some settings. e. It is most suitable when the prospects are professional buyers.

59. Which of the following approaches to personal selling is best suited when time is severely constrained? a. Need satisfaction selling b. Adaptive selling c. Problem-solving selling d. Consultative selling e. Stimulus response selling 60. AIDA is an acronym for . a. action, intention, direction, and activity b. apathy, insecurity, deterrent, and acceptance Powered by Cognero

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Chapter 01: Overview of Personal Selling c. attention, interest, desire, and action d. anguish, instability, displacement, and agony e. attrition, interrogation, development, and assessment 61. In the context of mental states selling, which of the following tactics can a salesperson use to draw the attention of a prospective customer to a product? a. Overcoming resistance of the prospect b. Building rapport with the prospect c. Persuading the prospect to try the product d. Demonstrating the product e. Building a sense of urgency about the product 62. Which of the following approaches to personal selling forces a salesperson to plan the sales presentation prior to calling on a customer? a. Need satisfaction selling b. Mental states selling c. Problem-solving selling d. Consultative selling e. Adaptive selling 63. selling is based on the notion that the customer is buying to satisfy a particular requirement or set of requirements. a. Need satisfaction b. Mental states c. Consultative d. Problem-solving e. Stimulus response 64. Which of the following is the first step in the need satisfaction approach to selling? a. Presenting offers to satisfy buyer needs b. Continuing to sell until a purchase decision is made c. Generating alternative solutions d. Providing stimuli for positive affirmations e. Uncovering and confirming buyer needs 65. In need satisfaction selling, salespeople use a(n) a. suggestive b. questioning c. informative d. influence e. manipulative

tactic to uncover important buyer needs.

66. Which of the following is true of need satisfaction selling? a. Customer responses dominate the early portion of the sales interaction.

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Chapter 01: Overview of Personal Selling b. Customers are unwilling to spend considerable time in preliminary meetings to define needs prior to a sales presentation. c. Salespeople use various influence tactics to alter customer needs. d. It goes beyond identifying customer needs to developing alternative solutions for satisfying these needs. e. Salespeople prefer this approach to selling when time is severely constrained.

67.

selling is an extension of need satisfaction selling. a. Adaptive b. Problem-solving c. Mental states d. Stimulus response e. Consultative

68. The approach to personal selling requires educating the customer about the full impact of an existing issue and clearly communicating how the solution delivers significant customer value. a. need satisfaction b. problem-solving c. mental states d. stimulus response e. formula 69. Which of the following is the first step in the problem-solving approach to selling? a. Defining a customer's problem b. Building rapport with a prospective customer c. Gaining precommitment from a prospect to consider purchasing the seller's product d. Arranging the use of a sales organization's resources to resolve a customer's problem e. Continuing to sell until a customer's problem is resolved 70. Kiran, a medical insurance agent, informs prospective customers about the potential health issues associated with current lifestyles. They successfully sell insurance policies by convincing their customers that medical insurance offers financial assistance in case of an illness. In this scenario, Kiran most likely uses the approach to personal selling. a. stimulus response b. need satisfaction c. consultative d. mental states e. problem-solving 71. selling is the process of helping customers reach their strategic goals by using the products, services, and expertise of a sales organization. a. Stimulus response b. Mental states c. Consultative d. Problem-solving e. Need satisfaction Powered by Cognero

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Chapter 01: Overview of Personal Selling 72. Terry, a sales executive at AutoMoco, ensures customer satisfaction through continued post-sale follow-up. He addresses customer queries by coordinating with various departments at AutoMoco and getting expert advice from their personnel. In this scenario, Terry plays the role of a . a. business consultant b. strategic orchestrator c. revenue producer d. market researcher e. negotiation expert 73. In the business consultant role, salespeople . a. use internal and external sources to become an expert on their customer's business b. use the resources of sales organizations to satisfy the requirements of their customer's business c. support their customers, even when an immediate sale is not expected d. bring in revenue for their firms and maintain a healthy "top line" on the profit and loss statement e. request expert advice from production or logistics personnel to address an opportunity fully 74. Jeff, a salesperson at Diverse Investments, a wealth management firm, educates his customers about different wealth management schemes and their advantages over traditional savings methods. Jeff also offers financial insights to customers on managing their enterprises by gaining information from various internal and external sources. In this scenario, Jeff plays the role of a . a. marketing coordinator b. strategic orchestrator c. revenue producer d. long-term ally e. business consultant 75. As a , the salesperson arranges the use of the sales organization’s resources in an effort to satisfy the customer. a. negotiation expert b. strategic orchestrator c. revenue producer d. long-term ally e. business consultant 76. The most important part of a salesperson's job is a. tracking accounts receivable b. the sales process c. training new salespeople d. the market basket analysis process e. attending training sessions

.

77. Rosa’s car needed extensive repair following an accident. At Odessa Repair, she was told that the repairs would take three weeks. However, due to supply-chain delays, the needed parts didn’t arrive on time, and Rosa had to wait for eight weeks to get her car fixed. Roger, the salesperson at Odessa Repair, called Rosa frequently to keep her informed about the status of her car. This scenario shows all of the following except .

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Chapter 01: Overview of Personal Selling a. Roger worked hard to earn Rosa’s trust b. Roger said he would keep Rosa updated, and he did c. customers want to do business with trustworthy people d. Roger overpromised and was unrealistic about the status of Rosa’s repairs e. Roger understood that Rosa really wanted to get her car fixed quickly 78. The three major phases of the sales process are . a. initiating, developing, and enhancing customer relationships b. locating qualified prospective customers, training salespeople, and planning the sales dialogue c. planning the sales presentation, initiating customer relationships, and training salespeople d. planning the sales dialogue, creating value, and locating prospective customers e. making an appointment to see a customer, building trust, and enhancing customer relationships 79. Which of the following is a characteristic of sales careers? a. Delayed feedback on job performance b. Negligible job security c. Vegetation and monotony d. An annual salary of approximately $60,869 for the average salesperson e. Advancement opportunities 80. Salespeople enjoy relatively good job security compared with other occupational groups, most likely because . a. they act as revenue producers b. they are long-term allies of customers c. they mainly focus on the aspect of sales that deals with environmental sustainability d. they initiate sales dialogues with prospects e. they act as strategic orchestrators 81. Which of the following distinguishes personal selling from other forms of marketing communications such as advertising and public relations? a. The opportunity to react immediately to customer feedback during sales presentations b. The existence of a universal code of ethics for salespeople c. The ability to influence customers d. The lack of decision-making autonomy for salespeople e. The availability of a well-established routine for salespeople 82. Which of the following characteristics of sales careers has increased due to multicultural diversity in customer segments? a. Job predictability and vegetation b. Job variety c. Compensation d. Immediate feedback e. Advancement opportunities Powered by Cognero

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Chapter 01: Overview of Personal Selling 83. Which of the following statements is true of sales as a career? a. The demand for sales professionals is expected to decrease in the next five years. b. Sales as a profession does not offer much job security as salespeople spend a majority of their time on nonselling activities. c. Salespeople cannot switch industries easily, as different industries need different sales skills. d. Salespeople receive constant, immediate feedback on their job performance. e. Sales as a profession is monotonous, and salespeople have a well-established routine.

84. Sylvia, a young college graduate, is looking for a job as a sales professional because it offers her the opportunity to interact with customers from different ethnic groups. She is not interested in a traditional office job or any job that involves routine work. In the context of the features of sales jobs, Sylvia is attracted to the characteristic of . a. job security b. job variety c. independence d. high compensation e. immediate feedback 85. One of the two well-known categories of sales support personnel is a. missionary salespeople b. inside salespeople c. order-takers d. order-getters e. pioneers

.

86. Which of the following is a category of sales support personnel who are not typically involved in the direct solicitation of purchase orders? a. Missionary salespeople b. Pioneers c. Order-getters d. Inside salespeople e. Direct-to-consumer salespeople 87. Salespeople who assist in design and specification processes, installation of equipment, and training of a customer's employees are called . a. technical support salespeople b. missionary salespeople c. order-takers d. order-getters e. pioneers 88. In the context of personal selling jobs that focus on new businesses, the task of requires creative selling and the ability to counter the resistance to change that will likely be present in prospective customers. a. missionary salespeople b. pioneers c. technical support salespeople Powered by Cognero

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Chapter 01: Overview of Personal Selling d. farmers e. order-takers 89. Which of the following statements is true of pioneers? a. They are nonretail salespeople who remain in their employer's place of business while dealing with customers. b. They focus on maintaining relationships with existing customers are not involved in creative selling. c. All pioneers are order-getters but all order-getters are not pioneers. d. They continue to work with a customer even after the completion of a sale. e. Route salespeople who work an established customer base are pioneers.

90. Who among the following are called hunters? a. Order-getters b. Order-takers c. Inside sales d. Farmers e. Detailers 91. Which of the following is a difference between pioneers and order-getters? a. Order-getters serve existing customers on an ongoing basis, whereas pioneers move on to new customers as soon as possible. b. Order-getters focus on seeking new customers, whereas pioneers focus on cultivating relationships with existing customers. c. Order-getters focus on providing sales support, whereas pioneers focus on generating revenue for their company. d. Order-getters communicate with customers through emails and phone-calls, whereas pioneers communicate face-to-face with customers. e. Order-getters focus on sales growth, whereas pioneers focus on technical knowledge.

92. Who among the following are called farmers? a. Order-takers b. Order-getters c. Inside sales d. Pioneers e. Detailers 93. Which of the following statements is true of order-takers? a. Their primary responsibility is stimulating the sales effort to convert prospects into customers. b. Their strength tends to be reliability in ensuring customer convenience. c. They are also known as hunters. d. They are less valuable to their firms than order-getters. e. They are salespeople who actively seek orders.

94. The role of existing-business salespeople is in direct contrast to a. order-takers b. detailers

.

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Chapter 01: Overview of Personal Selling c. farmers d. pioneers e. inside sales 95. Anjali is a member of the sales department at Grocery Works, a large grocery store. One of her major tasks includes sending weekly emails to existing customers about the latest discounts on products. She is also responsible for calling on customers and procuring routine reorders of stock items. Anjali’s role at Grocery Works describes the role of a(n) . a. detailer b. pioneer c. order-getter d. order-taker e. hunter 96. The operation has received considerable attention in recent years as an alternative to field selling. a. existing business b. inside-sales c. technical support d. missionary sales e. direct-to-consumer sales 97. Sean, a sales manager at Placit Store, is tasked with generating sales revenue, maintaining customer relationships, and performing sales support activities. This scenario illustrates the . a. combination sales job concept b. inside-sales operation c. job of technical support salespeople d. job of missionary salespeople e. job of pioneers 98. In the context of the attributes required for a successful sales career, which of the following includes asking appropriate questions and not interrupting at inappropriate times? a. Active listening b. Service orientation c. Adaptability d. Initiative e. Logical reasoning 99. In response to the COVID-19 pandemic that escalated in 2020, many organizations quickly transformed a significant amount of the personal selling process to include . a. using virtual selling b. telephoning prospects c. interacting with prospects in-person d. avoiding the use of Zoom e. increasing sales efforts 100. According to the O*NET Resource Center, a centralized source of occupational information developed by the U.S. Powered by Cognero

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Chapter 01: Overview of Personal Selling Department of Labor/Employment, salespeople in a wide variety of industries do not need which attribute to be successful? a. Active listening—to include asking appropriate questions, and not interrupting at inappropriate times b. Service orientation—actively seeking ways to help customers c. Sense of humor—used for persuasive communications d. Coordination and problem solving—to include bringing others together and reconciling differences e. Written communications skills—including computer and other technologically facilitated communications

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Chapter 01: Overview of Personal Selling Answer Key 1. True 2. False 3. True 4. False 5. False 6. True 7. False 8. False 9. False 10. True 11. False 12. True 13. False 14. True 15. False 16. True 17. True 18. False 19. False 20. True 21. a 22. a 23. d 24. e 25. c Powered by Cognero

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Chapter 01: Overview of Personal Selling 26. c 27. c 28. d 29. a 30. d 31. c 32. c 33. c 34. b 35. c 36. b 37. b 38. a 39. d 40. c 41. d 42. a 43. b 44. b 45. b 46. b 47. c 48. b 49. b 50. d 51. d Powered by Cognero

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Chapter 01: Overview of Personal Selling 52. d 53. a 54. a 55. a 56. b 57. e 58. d 59. e 60. c 61. b 62. b 63. a 64. e 65. b 66. a 67. b 68. b 69. a 70. e 71. c 72. b 73. a 74. e 75. b 76. b

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Chapter 01: Overview of Personal Selling 77. d 78. a 79. e 80. a 81. a 82. b 83. d 84. b 85. a 86. a 87. a 88. b 89. c 90. a 91. a 92. a 93. b 94. d 95. d 96. b 97. a 98. a 99. a 100. c

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Chapter 02: Building Trust and Sales Ethics

Indicate whether the statement is true or false.

1. In the context of buyer–seller relationships, if credibility is the concern, then the salesperson must demonstrate how their company can offer the best deals. a. True b. False 2. Relationship selling focuses on an organization's short-term marketing strategy. a. True b. False 3. In today's increasingly competitive marketplace, buyers are finding it more effective and efficient to do more business with a large number of suppliers. a. True b. False 4. Today's contemporary selling process is embedded within the relationship marketing paradigm. a. True b. False 5. A trustworthy salesperson understands doing "anything to get an order" will ultimately strengthen the buyer–seller relationship. a. True b. False 6. A customer-oriented salesperson covers both the pros and cons of a recommended product when making a sale to a customer. a. True b. False 7. A salesperson's knowledge is irrelevant in the process of earning the trust of a buyer. a. True b. False 8. Knowledge of a product's features is sufficient for a salesperson to describe the product to a customer. a. True b. False 9. The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward. a. True b. False 10. Larger companies typically break their customers into distinct markets. a. True b. False Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 11. Information about customers is gathered by companies over time and from very different sources. a. True b. False 12. Salespeople who can offer better service than their competitors have an advantage for generating new business and taking away business from the competition. a. True b. False 13. The prices quoted and discounts offered by a salesperson do not legally bind a company to their completion. a. True b. False 14. A salesperson can learn how the entire marketplace uses their company's products more quickly than if they had to focus on only one line of business. a. True b. False 15. Using the Web to do an initial search on a company can tell a salesperson what products a company makes, what markets they serve, and so on. a. True b. False 16. Good salespeople must adjust their selling strategy depending on their competition. a. True b. False 17. Salespeople should always communicate using e-mail as it eliminates any possibility of misunderstanding. a. True b. False 18. Salespeople should not use e-mail to send out mass communications to customers and prospects. a. True b. False 19. Salespeople can use Global Positioning System (GPS) technology to better serve their clients. a. True b. False 20. Salespeople are exposed to fewer ethical pressures than individuals in most other occupations. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

21. Identify a true statement about trust.

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Chapter 02: Building Trust and Sales Ethics a. Trust in a buyer–seller relationship is always defined by the seller. b. Trust in a buyer–seller relationship is diminished by candor. c. Trust can mean different things to different people. d. Trust is unrelated to the concept of referral. e. Trust in any relationship constitutes of the same characteristics universally.

22. Buyers define trust with terms such as a. honesty, guile, and precariousness b. enablement, candor, and guile c. candor, fairness, and confidentiality d. predictability, infraction, and candor e. security, honesty, and defraudment 23.

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refers to the quality of being free from danger. a. Reliability b. Openness c. Security d. Confidentiality e. Fairness

24. Which of the following is an example of the violation of confidentiality in a buyer–seller relationship? a. Selling products through exaggerated claims b. Using GPS to track salespeople c. Not delivering services to clients as promised d. Salespeople going around and telling one client what their other client is doing e. Sharing information that was previously not shared in traditional selling 25. Identify an example of engaging in openness in a buyer–seller relationship. a. A seller reasoning with a client who is making unethical demands b. A seller letting the buyer know about their sales quota c. A seller not relying on the basis of the bargain to issue express warranties d. A seller sharing information that was traditionally not shared e. A seller addressing service issues on time 26. Which of the following is a practice in the relationship marketing paradigm that was not accepted in traditional selling? a. Creating express warranties b. Withholding product information c. Reviewing potential clients' income statements before doing business with them d. A company's employees sharing manufacturing secrets with the company's suppliers e. Implementing the hard-sell approach 27. Which of the following correctly reflects a research finding about the sales profession? a. Consultative tasks do not influence buyer perceptions, trust, and relationship loyalty.

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Chapter 02: Building Trust and Sales Ethics b. Perceived ethical treatment is not related to trust in a salesperson or purchase intentions. c. With the passing of years, the value of ethics in the sales profession has reduced substantially. d. Little is known about what service behaviors salespeople can employ to satisfy and build trust with customers. e. Salesforces all over the world are slowly shifting from the relationship marketing paradigm to customeroriented behavior.

28. Research reveals that play a vital role in influencing buyer perceptions and trust. a. deal-closing sales methods and implied warranties b. consultative tasks and personal relationship behaviors c. a transaction-oriented trust schema and service issues d. traditional selling methods and profit orientation e. purchase requisition and the hard-sell approach 29. In the context of a buyer–seller relationship, which of the following statements is true of trust? a. The seller always defines trust in the relationship. b. Trust was more important in traditional selling than it is in today's relationship selling. c. A salesperson has to determine what trust means to each buyer. d. Trust is earned when a salesperson believes that a customer will make a purchase. e. Trust is unrelated to the concept of referral.

30. It is a salesperson's job to determine which trust attributes are critical to relationship building for a specific buyer. The salesperson does this by . a. questioning the buyer b. using market research data from the internet c. consulting their managers d. using the basis of the bargain e. using their own instincts 31. are those who are in a unique position to capitalize on building credibility with customers who place a high value on trust. a. Consultative salespeople b. Evasive salespeople c. Transactional salespeople d. Hard sellers e. Order takers 32. Which critical variable of trust in a salesperson does the question, "Do you know what you are talking about?" most likely address? a. Expertise b. Confidentiality c. Security d. Reliability e. Honesty 33. Which critical variable of trust in a salesperson does the question "Will you recommend what is best for me?" most Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics likely address? a. Confidentiality b. Service resilience c. Customer orientation d. Security e. Predictability 34. Which critical variable of trust in a salesperson does the question "Can you and your company back up your promises?" most likely address? a. Customer orientation b. Likability c. Service resilience d. Dependability e. Compatibility 35. Ah Ling owns an oil field supply business in West Texas. She relies on her sales team to visit her clients and find out what they need. In order to establish a competitive advantage for her company, Ah Ling . a. understands that consumers do online research before talking to a salesperson b. focuses her sales training program on product knowledge or sales techniques and skills c. focuses her employee training on sales techniques and skills d. understands that the day-to-day actions of her sales professionals are key e. realizes that strategies and products are the most important aspects of repeat business 36. Which of the following is not true of integrity selling? a. Selling is a mutual exchange of value. b. Negotiation is never manipulation. c. Selling techniques give way to value-driven principles. d. Selling focuses on closing the sale. e. Selling is something that you do for and with people.

37. Which of the following statements is true about relationship selling? a. It focuses on the immediate benefits gained from short-term relationships. b. It steers clear of the concept of mutual gain. c. It is based on the principle of "doing anything to get an order." d. It involves a high level of problem-solving activity. e. It focuses on closing the sale.

38.

refers to the ability, knowledge, and resources to meet customer expectations. a. Expertise b. Dependability c. Candor d. Compatibility e. Security

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Chapter 02: Building Trust and Sales Ethics 39. Which of the following is true of young salespeople? a. They must go the extra mile to prove to their customers their dedication to service. b. They must attend a mandatory sales training program before they can be hired by a company. c. They are usually not hired because companies believe that expertise cannot be trained or taught. d. They are usually better liked and trusted by customers because of the inherent openness they exhibit. e. They are not allowed to shadow more experienced salespeople.

40.

refers to something given to improve a situation or state for a buyer. a. Contribution b. Compatibility c. Enablement d. Restitution e. Serviceability

41. Salespeople who always do what they say they are going to do earn the trust of buyers because buyers perceive them as being . a. dependable b. resilient c. experienced d. egocentric e. knowledgeable 42. Jalil is a sales representative for an industrial chemical supplier. He ensures that he is never late for appointments with his customers and always follows through on the promises he makes them. Given this information, it can be said that Jalil is . a. knowledgeable b. extroverted c. dependable d. vulnerable e. tactical 43.

refers to a salesperson's behavior that can be foretold on the basis of observation or experience by a buyer. a. Candor b. Resilience c. Predictability d. Vulnerability e. Compatibility

44. Dina goes to her favorite clothing store to shop for clothes. She looks for a particular kind of jacket but cannot find it.

Farida, the salesperson in the store, tells her that the kind of jacket she is looking for is currently out of stock, but she assures her that she will inform her as soon as they are back in the store. Dina takes her word for it as Farida always delivers as she promises. In this scenario, Farida exhibits . a. candor b. resilience c. predictability Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics d. vulnerability e. compatibility 45. Honesty of the spoken word is called a. candor b. clemency c. warranty d. brevity e. altruism

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46. Rikki is hired as salesperson in a jewelry store. Being new to the industry, she does not possess a great deal of knowledge about the products offered by the store. She is often asked questions by customers to which she does not know the answer. However, she always responds to them by saying, "I will check with my store manager and get back to you."

By being honest with her customers, Rikki exhibits . a. clemency b. resilience c. predictability d. candor e. expertise 47. Iona is a salesperson for a business insurance company. She informs her customers about new company policies that are likely to affect them despite the risk of losing them. In this scenario, Iona exhibits behavior. a. profit-oriented b. resilient c. relational d. customer-oriented e. covert 48. A salesperson should not stretch the truth to get a contract signed because a. it takes only one misleading event to lose all credibility b. clients do not view a sales representative as a trusted advisor

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c. getting the order at all costs is a winning strategy d. preserving the seller-buyer relationship is less important than closing the sale e. a product’s shortcoming should never be presented to a buyer 49. Eugenio is a salesperson in an electronics store in Cambridge, Maryland. His customers are primarily long-term residents of the state. Eugenio frequently interacts with them and is liked by most of the people who visit the store. The customers feel comfortable explaining to Eugenio exactly what products they need. In this scenario, Eugenio exhibits . a. compatibility b. expertise c. resilience d. candor e. confidentiality Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 50. Ravi is a sales representative at a sports equipment company. He has a keen interest in tennis and often organizes matches with some of his customers on weekends. By doing so, he has befriended a number of his clients. Given this information, it is evident that Ravi prioritizes in the buyer–seller relationship. a. compatibility b. confidentiality c. clemency d. candor e. resilience 51. Armando is a young college graduate who is looking for a sales job in the pharmaceutical business. To better his chances of being selected by employers, he decides to enhance his knowledge of the latest medications in the market. In this scenario, it is evident that Armando is trying to enhance his . a. industry knowledge b. customer orientation c. promotion knowledge d. service resilience e. technology knowledge 52. Karma, a salesperson who works for Pristine, informs her customers that they can return garments within 30 days of purchase for cash. However, Pristine’s return policy states that customers may only exchange garments for other garments and not for cash. In this scenario, it is evident that Karma needs to improve her knowledge. a. industry b. company c. product d. promotion e. price 53. A salesperson should be familiar with their company's key personnel. This helps a. determine the company's human resources policies b. build team spirit when the salesperson needs help in meeting a customer's needs c. prevent the stereotyping of salespeople d. adopt traditional methods of selling goods and services e. minimize the chances of the salesperson engaging in illegal behavior

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54. A salesperson must know what an article or substance can and cannot do. For this, the salesperson must have sound knowledge. a. promotion b. industry c. product d. inventory e. market 55. Which of the following questions must a salesperson be able to answer in order to demonstrate their product knowledge? a. Who are the major competitors in the market?

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Chapter 02: Building Trust and Sales Ethics b. Who is responsible for delivering goods to a customer? c. What materials are used when making the goods? d. When is it most appropriate to follow-up with a customer? e. What is the company's market share for a particular commodity?

56. Josie, a sales professional for a company that manufactures kitchen appliances, is consistently rated by customers as the best salesperson because she has a detailed understanding of all the appliances manufactured by the company, including how they work and how they are made. Given this information, it is evident that Josie possesses sound knowledge. a. propositional b. promotion c. market d. inventory e. product 57. A salesperson who is ready to answer the question, "Does the company repair and maintain its sold products or does the company send them to a third party?" can effectively solve issues. a. administrative b. market regulation c. management d. service e. promotional 58. A salesperson's service mission is to . a. convince customers to make a purchase at any cost b. give fewer express warranties c. maximize the number of sales d. provide added value for customers e. practice the hard-sell approach 59. It is important for a salesperson to understand what service dimensions concern the buyer. Which of the following service dimensions addresses the question, "Do we send a team to your site for start-up?" a. Delivery b. Inventory c. Training d. Installation e. Warranty 60.

knowledge is a tool that salespeople must possess to explain their firms' advertising programs. a. Promotion b. Service c. Propositional d. Tacit e. Competition

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Chapter 02: Building Trust and Sales Ethics 61. Marta has recently been hired as a sales representative at a grocery store. As part of her training, her store manager asks her to memorize the seasonal discounts offered by the store. In this scenario, the store manager wants Marta to enhance her knowledge. a. promotion b. market c. industry d. inventory e. propositional 62.

knowledge is a tool salespeople must have in order to quote rates and offer discounts on products. a. Price b. Inventory c. Propositional d. Market e. Product

63. Which of the following knowledge tools must a salesperson use to answer the question, "Can the salesperson give additional discounts to get a potential client whom the company has been after for years?" a. Price b. Inventory c. Technology d. Market e. Product 64. is less about monitoring, and more about transforming sales reps from ‘field workers’ into a truly unbeatable, valuable asset for the business by connecting off-site action with on-site productivity. a. Marketing intelligence b. The ATT Toll-free internet Directory c. Global Positioning System (GPS) tracking in sales and logistics d. Customer knowledge e. Sales presentation delivery 65. Deryn is the sales manager of a cosmetics company that offers a wide range of face creams, lipsticks, and eye makeup.

Some of the company's products are sold to wholesalers and distributors, while others are sold directly to individual buyers. Deryn decides to divide the company's vast customer base into distinct segments so that the company's salespeople can target each segment more effectively. To carry out this process, it is necessary for Deryn to possess sound knowledge. a. product b. inventory c. competitor d. promotion e. market 66. Larger companies typically break their customers into distinct markets. Which of the following statements is true of this sales strategy?

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Chapter 02: Building Trust and Sales Ethics a. It involves following a common marketing strategy for all customers. b. It results in an overall decrease in customer satisfaction. c. It creates more gaps between a salesperson and his customer base. d. It allows a salesperson to become an expert in a line of business. e. It lets a company maintain better inventory control. knowledge includes detailed information on the manufacturer and knowing whether or not the company has up-to-date methods. What materials are used? What quality control procedures are involved? Who are the design engineers?

67.

a. Competitor b. Legal c. Product d. Service e. Technical 68. Ji-Woo has recently been hired as a salesperson by a logistics company. The company divides its clients into different markets based on the requirements of each market. Ji-Woo has been asked to work exclusively with emerging entrepreneurs. To understand his clients' purchasing behavior and build long-term relationships with them, Ji-Woo has to improve his knowledge. a. propositional b. inventory c. customer d. technology e. promotion 69. "Why should I use your product over the one I am currently using?" is the ultimate question a buyer asks. A salesperson must have knowledge to answer this question. a. inventory b. promotion c. customer d. competitive e. policy 70.

knowledge refers to information salespeople must have about the latest applied sciences. a. Embedded b. Technology c. Process d. Market e. Inventory

71. In the context of buyer–seller communication, which of the following is probably the most oversold form of technology? a. Expert systems b. Voice mails c. Email Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics d. Video conferencing e. Intranets 72. Global Positioning Systems (GPSs) help . a. sales organizations acquire industry knowledge b. buyers place price updates on the web for customers to access c. people transmit non-electronic documents 24 hours a day d. salespeople plan their routes effectively e. buyers and sellers communicate virtually 73. Companies use global positioning system (GPS) tracking systems to track their salesforce because a. salespeople, in general, cannot be trusted with handling company profits b. it is mandatory for logistics companies to know where their employees are at all times c. salespeople prefer joining companies that use GPS d. it improves salesforce effectiveness and minimizes costs e. it is impossible to reach out to customers without using such technology 74.

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knowledge refers to the knowledge of a rival company's strengths and weaknesses in the market. a. Propositional b. Promotion c. Customer d. Competitor e. Inventory

75. "How do your company's prices compare with others in your industry?" is a question that requires a salesperson to use their knowledge. a. inventory b. promotion c. market d. competitor e. policy 76. Comparisons of the products of a company's competitors for a customer's buying decisions are critical, especially when the company . a. practices traditional selling methods b. has customers who have been loyal for a long time c. possesses features and benefits that are superior to those of the competition d. lacks up-to-date technology and has outdated manufacturing processes e. is newer than the competition and has less relevant experience 77. Identify an advantage of salespeople using e-mail to communicate with buyers. a. Emails are universally accepted as a more formal form of communication than office visits. b. Mass communications can be sent out to all customers and prospects. c. Email technology is the safest platform for virtual communication.

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Chapter 02: Building Trust and Sales Ethics d. There is no scope for misunderstandings between buyers and sellers. e. Emails are the only way for buyers and sellers to have immediate contact with each other.

78.

refers to the right and wrong conduct of individuals and the institutions of which they are a part. a. Conscience b. Ethics c. Aesthetics d. Jurisprudence e. Apathy

79. Which of the following statements is true of ethical standards? a. Ethical standards are not influenced by a person's code of conduct. b. Ethical standards for a profession are based on society's standards. c. Ethical standards are the same as legal standards in all organizational aspects. d. Ethical standards do not affect the public regard of professions. e. Ethical standards have not yet been completely integrated into the sales profession.

80. Which of the following is true of Sales and Marketing Executives International (SMEI)? a. Those who attain an SMEI certification should consider its principles merely as rules to follow. b. It is concerned with the image of salespeople. c. SMEI programs are designed primarily to protect salespeople from unethical employment practices. d. It is an organization that fights for the employment rights of salespeople. e. It has developed a 1- to 2-month certification process for the professional conduct of salespeople.

81. Salespeople are often stereotyped as pushy, shifty, and untrustworthy because a. they tend to be overly professional in their approach b. traditional selling methods are common even today c. the sales profession does not follow a standard code of conduct d. the sales profession requires them to be shrewd and manipulative e. in the past, the popular press portrayed them in this way

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82. Which of the following is one of the ways in which television programs, movies, and the press during the 1960s and 1970s affected the sales profession? a. They portrayed the profession as reputable. b. They contributed to boosting the sale of products. c. They helped curb unethical sales practices. d. They helped it become a mainstream profession. e. They fostered a negative image of salespeople.

83. When faced with quota pressure, a salesperson with customer orientation would most likely a. overstate the benefits of the recommended product b. avoid issuing express warranties c. practice the hard-sell approach d. engage in fast talking Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics e. explain the cons of the recommended product 84. In the context of buyer–seller interactions, which of the following is an excuse commonly used by some salespeople to engage in deceptive behavior? a. Faulty products sold by the company b. The buyer's bad conduct c. Lack of job satisfaction d. The pressure of meeting the sales quota e. Their professional predisposition to being deceptive 85. Jim, an inexperienced salesperson, informs one of his potential customers that the laptop he is selling has a much faster processing speed than the competitor's laptop despite being aware that this is not true. The customer, however, remains unconvinced and does not make the purchase. Jim's behavior is considered unethical because he . a. fails to be perceived as an expert by the customer b. fails to practice the hard-sell approach c. is unable to convince the customer to make a purchase d. exaggerates the benefits of the product e. is unable to meet his sales quota 86. Which of the following would be considered an illegal activity in the sales profession? a. Engaging in fast talking b. Withholding information c. Using the hard-sell approach d. Misusing company assets e. Exaggerating product benefits 87. In the context of activities that are considered illegal in the sales profession, some misuses of company property constitute violations of the and are offenses that could lead to jail or heavy fines. a. Sales and Marketing Executives International Code of Ethics b. practices of the hard-sell approach c. Securities and Exchange Commission regulations d. Internal Revenue Service regulations e. standards of customer-oriented behavior 88.

is an example of an illegal activity in the sales profession. a. Engaging in fast talking b. Withholding information c. Hard sell d. Bribery e. Exaggeration

89. Salespeople can create product liabilities for a company in three ways. These ways include a. coercion, promotion, and sales presentation b. sales quota, fast talking, and shifty behavior c. ethical behavior, assertiveness, and security Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics d. express warranty, misrepresentation, and negligence e. discounts, pricing policy, and quality assurance 90. are created by any affirmation of fact or promise, any description, or any sample or model that a salesperson uses, which is made part of the basis of the bargain. a. No-bid contracts b. Product keys c. Open-source licenses d. Express warranties e. Contracts of adhesion 91. The term refers to false claim(s) made by a salesperson. a. sales quota b. proposition c. ultimatum d. misrepresentation e. evasion 92.

refers to false claim(s) made by a salesperson about the product or service they are trying to sell. a. Ultimatum b. Libel c. Slander d. Negligence e. Evasion

93. In the context of buyer–seller relationships, making the purchase decision. a. unconscionable dealing b. basis of the bargain c. a factual basis d. undue influence e. a contract of adhesion

is taken to mean that the buyer relied on the seller's statements in

94. Kenneth goes to an electronics store to buy a television for himself. At the store, the salesperson shows him a flatscreen television and claims that it is currently the best high-definition television on the market. He also claims that the product is designed to reduce strain on the eyes. Kenneth purchases the television based on the salesperson's claims.

Which of the following concepts does this scenario best represent? a. Unconscionable dealing b. The basis of the bargain c. Cold calling d. Partnership selling e. A contract of adhesion 95. Which of the following statements is true about the claims made by a seller about their products? a. The burden of accuracy of the claims made by the seller is on the management.

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Chapter 02: Building Trust and Sales Ethics b. Salespeople are required by law to exercise reasonable care in formulating claims. c. Misrepresentation of product benefits cannot lead to product liability if the seller makes a false claim thinking it is true. d. A seller cannot be held liable for unintentionally making false claims or not delivering on their claims. e. A seller is not allowed to use their discretion in making claims.

96. Which of the following is not a legal reminder for sales’ organizations? a. Review sales presentations and claims for possible legal problems b. Make the salesforce aware of potential conflicts with the law c. Carefully screen any independent sales agents the organization uses d. With technical products and services, make sure the sales presentation fully explains the capabilities and dangers of products and service e. Do not overstep authority, as the salesperson’s actions can be binding to the selling firm 97. Which of the following is an example of non-customer-oriented behavior? a. Exhibiting candor in sales presentations b. Fast talking c. Evading quota pressure d. Fidgeting e. Misusing company assets 98. In the context of sales ethics, which of the following is true of an expense account? a. It abets unethical behavior within a sales organization. b. It is an important training area in the sales profession. c. Companies do not cover the use of expense accounts in training programs that deal with sales ethics. d. It is mandatory for all companies to allow personal mileage to be included in the expense account. e. Expense account forms are filled out by first-level managers and not by salespeople.

99. Which of the following is not a legal reminder for salespeople? a. Do not use one product as bait for selling another product b. Do not tamper with a competitor’s product c. Offer the same price and support to buyers who purchase under the same set of circumstances d. Do not disparage a competitor’s product without specific evidence of your contentions e. Do not ask about the service facilities offered by the company 100. Win–win, collaborative negotiation relies on all of the following except a. augmented communication b. a focus on creating more product liability c. reciprocal trust in sharing information fully d. interpersonal skills e. strategic problem-solving teams

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Chapter 02: Building Trust and Sales Ethics Answer Key 1. False 2. False 3. False 4. True 5. False 6. True 7. False 8. False 9. True 10. True 11. True 12. True 13. False 14. False 15. True 16. True 17. False 18. False 19. True 20. False 21. c 22. c 23. c 24. d 25. d Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 26. d 27. d 28. b 29. c 30. a 31. a 32. a 33. c 34. d 35. d 36. d 37. d 38. a 39. a 40. a 41. a 42. c 43. c 44. c 45. a 46. d 47. d 48. a 49. a 50. a 51. a Powered by Cognero

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Chapter 02: Building Trust and Sales Ethics 52. b 53. b 54. c 55. c 56. e 57. d 58. d 59. d 60. a 61. a 62. a 63. a 64. c 65. e 66. d 67. c 68. c 69. d 70. b 71. b 72. d 73. d 74. d 75. d 76. c

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Chapter 02: Building Trust and Sales Ethics 77. b 78. b 79. b 80. b 81. e 82. e 83. e 84. d 85. d 86. d 87. d 88. d 89. d 90. d 91. d 92. d 93. b 94. b 95. b 96. e 97. b 98. b 99. e 100. b

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Chapter 03: Understanding Buyers

Indicate whether the statement is true or false.

1. Buyers in the business market give little importance to overall value for purchase decisions. a. True b. False 2. An individual buying office supplies for an organization is operating in the consumer market. a. True b. False 3. In the context of the business market, the increased interdependence between buyers and sellers and the desire to reduce risk of the unknown has led to an emphasis on developing short-term buyer–seller relationships. a. True b. False 4. When a buyer's desired state and their actual state are at the same level, the buyer is motivated to make a purchase. a. True b. False 5. In the context of the types of buyer needs, functional needs represent the desire for personal development, information, and knowledge to increase thought and understanding as to how and why things happen. a. True b. False 6. The multi-attribute model for evaluating solution alternatives is rarely used by business organizations because it involves complex math. a. True b. False 7. The multi-attribute model of evaluating solution alternatives eliminates the utilization of weighted averages across desired characteristics. a. True b. False 8. Application of the multi-attribute model of evaluation excludes the assessment of the relative importance of each characteristic specified by suppliers. a. True b. False 9. The overall evaluation scores of a car battery for its technology, group size, reserve capacity, applications, and cold cranking amps are 81, 83, 85, 72, and 63, respectively. In a sales presentation, a salesperson should emphasize the reserve capacity of the car battery. a. True b. False 10. If buyers mistakenly believe that a competitor's offering has higher level attributes or qualities than it actually does, salespeople should avoid using competitive depositioning.

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Chapter 03: Understanding Buyers a. True b. False 11. Conformance to specifications is an example of a psychological attribute. a. True b. False 12. There is no in- or out-supplier in a modified rebuy purchasing decision. a. True b. False 13. In modified rebuy decisions, the buyer has no past experience in purchasing a product. a. True b. False 14. Buyers who are less responsive tend to be task-oriented. a. True b. False 15. In working with an expressive customer, salespeople should remember that their priority "must have" is to be liked and their fundamental "want" is for results. a. True b. False 16. Rather than adjusting to a buyer's style, flexing infers that a salesperson should match the needs and preferences of the buyer to maximize effectiveness. a. True b. False 17. In buying teams, users often serve as initiators and influencers. a. True b. False 18. Nearly all the current growth in business-to-business e-commerce has been in internet-based transactions. a. True b. False 19. The increased interdependence between buyer and seller organizations has led to a decline in the knowledge and expertise of salespeople. a. True b. False 20. Many buying organizations outsource certain activities to a supplier that are necessary for the day-to-day functioning of a buying organization but are not within the organization's core or distinct possibilities. a. True b. False Powered by Cognero

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Chapter 03: Understanding Buyers

Indicate the answer choice that best completes the statement or answers the question.

21. Salespeople work and interact with many different types of buyers. These variants of customer types arise

out of

.

a. the ease of access they have to suppliers b. the extent of buyer–seller interactions in which they need to participate c. the unique buying situations they occupy d. the economic condition of the dominant market e. the government policies prevalent in the market 22. Into which of the following groups are buyers most commonly categorized? a. The consumer market and the distributor market b. The business market and the wholesaler market c. The consumer market and the business market d. The government market and the business market e. The government market and the wholesaler market 23. In the context of the types of buyers, the a. business b. wholesale c. capital d. bond e. commodity

market consists of firms, institutions, and governments.

24. The business market includes . a. buyers who acquire goods and services to use as inputs into their own manufacturing process b. buyers who purchase goods and services for their own use or consumption c. buyers whose purchase decisions are mostly guided by peer group behavior d. buyers whose purchase decisions are greatly influenced by aesthetics e. buyers whose purchase decisions are highly influenced by personal taste 25. In the context of business markets, demand represents the fact that business buyers tend to be larger in size but fewer in number, and this can greatly impact a salesperson's selling plans and performance. a. derived b. latent c. precautionary d. speculative e. concentrated 26. Business markets are different from consumer markets in that . a. buyers in business markets tend to be smaller in size than buyers in consumer markets b. buyers in business markets tend to be smaller in number than buyers in consumer markets c. business markets are less complex than consumer markets Powered by Cognero

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Chapter 03: Understanding Buyers d. unlike the demand for goods in business markets, the demand for goods in consumer markets is highly volatile e. unlike buyers in business markets, buyers in consumer markets are trained as purchasing agents 27. Frances works as a business-to-business salesperson in a company that sells personalized merchandise. She has applied for the role of a retail salesperson in the same company. Which of the following changes can she expect? a. She will have to work with a higher number of customers. b. She will have to work in a high demand fluctuation market. c. She will not have to worry about the buying influences of her customers. d. She will have to work with large buyers. e. She will not have to learn about her company's products in detail.

28. When consumer demand for vehicle tires increases, the demand for rubber also goes up. This increased demand for rubber due to the increase in demand for tires shows the effect of demand on business markets. a. derived b. acceleration c. concentrated d. autonomous e. direct 29. It is important for salespeople to identify and monitor the consumer markets that are related to their business customers so that . a. they can help their customers stay ahead of demand shifts b. they can train to become purchasing agents c. they can formalize their customers' buying processes d. they can reduce the extent of buyer–seller interactions e. they can avoid engaging in competitive depositioning 30. Unlike consumer markets, business markets . a. include buyers who deemphasize overall value as the cornerstone for purchase decisions b. include a large number of buyers for very small purchases c. are comprised of a larger number of buyers d. are characterized by the higher volatility of the demand for goods and services e. are bigger in size 31. In response to the increasing demand for electronic gadgets with advanced capabilities, Extend Corp., an electronic gadget manufacturer, has increased its inventory and manufacturing capacity to meet the demand. This increase in inventory and manufacturing capacity due to an increase in demand for electronic gadgets can be best explained by the . a. principle of superposition b. principle of non-refoulement c. acceleration principle d. anthropic principle e. scalar principle 32. LMX Inc., a chemical refrigerant manufacturer, increases production of liquid refrigerant to meet the rising demand Powered by Cognero

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Chapter 03: Understanding Buyers for air conditioners. Which of the following explains this increase in production as a result of an increase in the demand for air conditioners? a. The anthropic principle b. The law of independent assortment c. The law of segregation d. The uncertainty principle e. The acceleration principle 33. In the context of the acceleration principle, which of the following is a likely consequence when salespeople enable their customers to anticipate demand shifts and assist them in developing more effective marketing strategies? a. Salespeople are likely to discontinue serving as non-manipulative consultants to buyers. b. Customers will eventually lose their purchasing motive. c. Both the buyers and sellers are likely to become increasingly competitive to win benefits. d. Buyers and sellers are likely to become independent of each other. e. Both the buying and selling organizations are likely to realize mutual positive benefits.

34. Walmart and Sam’s Club stores share information with suppliers on the products they supply. Procter & Gamble synchronizes its product data with Walmart. As a result, . a. all parties increase their risk by sharing information b. the companies can simultaneously reduce inventory levels, improve service, and reduce annual

operating costs. c. all parties can reduce the level of benefits each receives d. companies can increase annual operating costs and improve service e. companies can compete to win benefits at the expense of one another 35. Since buyers are trained as purchasing agents, they have a more professional and rational approach to purchasing. As a result, salespeople . a. are required to focus on only one buyer or buying team at a time b. must possess increased levels of knowledge and expertise to help customers c. avoid working with buyers who are unable to perceive the presence of a needs gap d. need to prove their dependability to customers intermittently e. must refrain from using interrelationships between the phases of the buying process and selling activities to interact with buyers 36. Reductions in the size of the customer base and increased use of supply chain management have resulted in a. buyers and sellers becoming more interdependent b. a decline in risk management c. the development of short-term buyer–seller relationships d. decreased levels of buyer–seller interaction e. lower levels of service expectations by buyers

.

37. As a result of the increased interdependence between buyers and sellers and their mutual desire to reduce risk of the unknown, . a. the emphasis on developing short-term buyer–seller relationships has increased Powered by Cognero

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Chapter 03: Understanding Buyers b. buyers are competing to win benefits at the expense of each other c. the number of buyers demanding personalized dialogue from sellers is declining d. buyers have higher levels of service expectations from sellers e. buyers and sellers are discarding supply chain management 38. In the context of collaborative buyer–seller relationships, which of the following is expected of salespeople? a. They must focus on establishing short-term buyer–seller relationships. b. They must reduce the number of interactions they have with buyers. c. They must avoid interfering when buyers make purchase decisions. d. They must consistently demonstrate that they are dependable. e. They must establish one-way communication with buyers.

39. In the context of the buying process, once business buyers evaluate proposals from different suppliers, they a. determine the characteristics of the required item b. analyze supplier qualifications c. select an order routine d. recognize a problem or need e. engage in strategic prospecting 40. A business buyer's purchase process ends with a. determining the characteristics of the item needed b. performance feedback and evaluation c. the selection of an order routine d. the recognition of a problem or need e. the acquisition and analysis of proposals

.

.

41. Rodriguez&Rossi, a manufacturer of lawncare products such as riding mowers and weed eaters, has received a new order for customized lawncare products. The company understands that the production of this order will require a new set of machinery. With the help of its engineers, the company has figured out the specifications of the machinery required.

Which of the following is the immediate next step that the company should take? a. Evaluating proposals from machinery providers b. Acquiring proposals from machine manufacturers c. Purchasing new machines d. Searching for machine manufacturers e. Selecting an order routine 42. Finbar Co, a technology firm, requires new data servers. Based on the specifications provided by its engineers, Finbar has acquired bids from several different companies for 70 new data servers. Which of the following is the immediate next step that Finbar Co. should take? a. Evaluating the proposals received from server providers b. Providing performance feedback c. Searching for server manufacturers d. Selecting an order routine e. Purchasing the required servers Powered by Cognero

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Chapter 03: Understanding Buyers 43. Johnson Hotels, a chain of luxury hotels, wants to install new security systems in all its hotels. Based on the specifications provided by Johnson, a few companies have submitted bids to acquire the contract. The buying team of Johnson has shortlisted one company and has decided to give the contract to it. Which of the following is the immediate next step that Johnson should take? a. Evaluating proposals from other security system manufacturers b. Searching for security system manufacturers that are cheaper than the shortlisted one c. Providing performance feedback to the security system supplier d. Selecting an order routine of the security systems e. Evaluating the performance of the new security systems with that of the old ones 44. Which of the following phases of the selling process corresponds to the step of determining the characteristics of the item and quantity needed in the business buyer's buying process? a. Creating new value opportunities b. Assessing value and relationship performance c. Initiating customer relationships d. Earning customer commitment e. Validating customer value 45. Which of the following steps in the selling process corresponds to the step of acquisition and analysis of proposals in the business buyer's buying process? a. Strategic prospecting b. Developing customer relationships c. Planning value-based sales dialogue and presentations d. Activating the buying process e. Creating new value opportunities 46. Which of the following factors does not influence the buying process? a. Conditions in the business environment b. Buyers canceling orders c. Budget conditions d. Changes in strategy e. The location of buying centers 47. Which of the following is a step involved in the selling process? a. Strategic prospecting b. Selection of an order routine c. Evaluation of proposals and selection of suppliers d. Description of the characteristics of the item and the quantity needed e. Acquisition and analysis of proposals 48. In the context of the buying process, a(n) actual state of being. a. knowledge b. research c. analytics

gap refers to the perceived difference between a buyer's desired and

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Chapter 03: Understanding Buyers d. needs e. learning 49. In the context of the buying process, recognition results when an individual cognitively and emotionally processes information relevant to an actual state of being and compares it to a desired state of being. a. implied b. express c. de facto d. need e. de jure 50. A buyer is unlikely to perceive the presence of a needs gap when the buyer a. activates the buying process b. is involved in strategic prospecting c. completely understands their actual state d. lacks a full understanding of the situation e. has an active buying motive

.

51. Xavier is ready to go home after a long day at work. As soon as he steps out of the office building, it starts to rain.

With no cabs available, Xavier decides to walk home and wishes he had an umbrella to avoid getting drenched in the rain.

Jason's need of an umbrella is a need. a. situational b. self-actualization c. social d. psychological e. knowledge 52. Rose recently bought a bicycle. After a few days of cycling, she realized that she needed a basket on the bicycle to keep her bag and other items while cycling. Rose's need of a basket is a need. a. situational b. functional c. social d. psychological e. knowledge 53. Which of the following is a difference between situational and social needs? a. Unlike social needs, situational needs are the need for acceptance from and association with others. b. Unlike social needs, situational needs are a result of conditions related to a specific environment, time, and place. c. Unlike situational needs, social needs reflect the desire for feelings of risk reduction. d. Unlike situational needs, social needs represent the need for a specific core task to be performed. e. Unlike social needs, situational needs represent the desire for personal development, information, and knowledge.

54. Which of the following is a difference between functional and psychological needs?

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Chapter 03: Understanding Buyers a. Unlike psychological needs, functional needs represent the desire for personal development, information, and knowledge. b. Unlike psychological needs, functional needs are the need for acceptance from and association with others. c. Unlike functional needs, psychological needs reflect the desire for feelings of assurance and risk reduction. d. Unlike functional needs, psychological needs represent the need for a specific core task to be performed. e. Unlike functional needs, psychological needs are a result of conditions related to a specific environment, time, and place.

55. Roberto is planning to buy a new laptop. He wants the following features: Graphics: Integrated 7-core/8-core GPU RAM: 8GB – 16GB Screen: 13.3-inch (diagonal) 2,560 x 1,600 LED-backlit display with IPS technology Storage: 256GB – 2TB SSD

He wants to be able to pay for the laptop in installments over three months using a credit card. Considering that he is interested in purchasing a high-end model, he expects that salespeople will keep him informed about new product upgrades. He expects that the laptop would deliver the promised performance and that he will be one of the few privileged owners of that laptop. In this scenario, which of the following represents Roberto’s social needs? a. His expectation that the laptop will perform as promised b. The convenience of paying in installments using his credit card c. His expectation to be informed about product launches and upgrades d. The features he wants in the laptop e. His belief that the laptop he would purchase is unique and superior to other laptops in the market 56. A Mont Blanc pen generates a feeling of success; effective training programs create a sense of self-control and determination; selection and use of well-known, high-quality brands provide assurance to buyers and organizations alike).

These are examples of needs. a. psychological b. functional c. social d. situational e. ethical 57. Knowledge needs are defined as . a. the needs that are contingent on, and often a result of, conditions related to a specific environment, time, and place b. the desire for feelings of assurance and risk reduction, as well as positive emotions and feelings such as success, joy, excitement, and stimulation c. the desire for personal development, information, and awareness to increase thought and understanding as to how and why things happen d. the need for a specific core task or function to be performed e. the need for acceptance from and association with others 58. In the context of the buying process, which of the following is a purpose of the detailed specifications that describe exactly what buyers expect and require?

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Chapter 03: Understanding Buyers a. They help buyers develop and submit proposals as specified by selling firms. b. They guide buyer firms in developing their proposals. c. They provide buyers a framework for evaluating, comparing, and choosing among the proposed solutions. d. They create new value opportunities for buyers. e. They assist buyers in evaluating suppliers and products based on weighted averages across desired characteristics.

59. In the context of the buying process, the required product features and quantities. a. new task decisions b. strategic prospecting methods c. psychological attributes d. requests for proposals e. post-purchase specifications

serve as a standard for evaluation to ensure that the buying firm receives

60. marketing involves creating and distributing valuable, relevant, and consistent material to attract and retain buyers. a. Reverse b. Offline c. Scarcity d. Cause e. Content 61. are forms developed by firms and distributed to qualified potential suppliers that help suppliers develop and submit proposals to provide products as specified by a firm. a. Unsolicited proposals b. Requests for admission c. Requests for proposals d. Claim forms e. Withholding forms 62. Powell Motors, an automobile manufacturing company, is interested in purchasing new air filters for its automobiles.

Supplier Supplier 1 Supplier 2 Supplier 3 Supplier 4 Supplier 5

Reliability of Supplier 10 9 8 6 7

Performance Scores for Durability 5 7 8 8 6

The buying team assigns reliability an importance weight of 9 against a score of 8 for durability.

According to the multi-attribute model of evaluation, the buying team of Powell Motors is most likely to select a. Supplier 2 b. Supplier 1 c. Supplier 4 Powered by Cognero

.

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Chapter 03: Understanding Buyers d. Supplier 5 e. Supplier 3 63. To make an effective sales presentation, salespeople should . a. give equal importance to all attributes irrespective of their importance weights b. alter the buyer's beliefs about a proposed product offering when the buyer underestimates the product c. avoid calling attention to neglected attributes d. maintain the buyer's beliefs about a competitor's offerings even when the buyer overestimates the competitor's product e. be experienced in assuming the needs of a buyer or buying team 64. If a buyer mistakenly believes that a competitor's offering has higher level attributes or qualities than it actually does, a salesperson should attempt to . a. alter the buyer's beliefs about the competitor's offering by providing accurate information b. manipulate the buyer into believing that the proposed product offering is on par with the competitors' offering c. proceed to select an order routine for the buyer d. avoid calling attention to the proposed offering's neglected attributes e. reassess the buyer's situation to prepare a revised offering 65. Nam works as a salesperson for Phone Central, a cell phone manufacturing company. Most of his customers mistakenly believe that other brands are more durable and provide better features than Phone Central. To clarify this belief and make sales, Nam shows his customers an online market research report that compared Phone Central’s phones to those manufactured by two rival companies. The research highlighted the superiority of Phone Central’s phones in terms of attributes such as battery life, internal storage, and camera quality. In this scenario, Nam is engaging in . a. competitive depositioning b. stealth marketing c. psychological repositioning d. real positioning e. inbound marketing 66. One of the strategies that a salesperson can use to plan, create, and deliver an effective presentation is to a. adopt a task-oriented and fast-paced communication style with all buyers b. manipulate a buyer into believing that a product meets their requirements, even when it does not c. avoid calling attention to neglected attributes d. alter the importance weights of attributes based on their performance score e. refrain from engaging in competitive depositioning even if a buyer mistakenly believes that a competitor's offering has higher level attributes than it actually does

.

67. Tony, a salesperson for Smith Tools, proposes a sale of solar panels to West Texas Energy Solutions. West Texas Energy Solutions is not willing to do business with Smith Tools, however, because its manager believes that their solar panels are inferior to the ones supplied by West Texas Energy Solutions' traditional suppliers. Tony presents the findings of a certified research body that compares solar panels manufactured by different companies based on their capacity and longevity. These findings prove that Smith Tools' solar panels are superior to those of other companies. Hence, West Texas Energy Solutions agrees to conduct business with Smith Tools. Which of the following strategies did Tony use to procure the business of West Texas Energy Solutions? a. Continued affirmation Powered by Cognero

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Chapter 03: Understanding Buyers b. Competitive depositioning c. Stealth marketing d. Importance weights alteration e. Two-factor evaluation 68. Muneko, a salesperson, is making a sales proposal to a potential customer. During the presentation, she realizes that some of the attributes of her product offering will not be able to maximize the buyer's evaluation score when compared to a competitor's offering. Which the following strategies should Muneko most likely follow? a. She should end her presentation without disclosing her product's weaknesses. b. She should exaggerate a little to improve the score of her product. c. She should attempt to explain to the buyer that the characteristics on which her product scores low are of little importance. d. She should modify the price of her product to one that is more suited to the current product offering even if her company incurs a loss. e. She should avoid calling attention to neglected attributes.

69. The overall evaluation scores of a secondary storage device based on its capacity, portability, durability, cost, and nonvolatility are 85, 65, 88, 75, and 63, respectively. The importance of which of the following attributes is most likely to be deemphasized by a salesperson when selling the secondary storage device? a. Capacity b. Portability c. Durability d. Cost e. Nonvolatility 70. The overall evaluation scores of a laptop based on its processor, portability, screen size, touch, and computer memory are 75, 62, 63, 55, and 89, respectively. The importance of which of the following attributes is most likely to be emphasized by a salesperson when selling the laptop? a. Processor b. Portability c. Screen size d. Touch e. Computer memory 71. Which of the following is true of the final phase in the buying process? a. It involves initiating the development of requests for proposals. b. It aims to assess the buying criteria of a customer. c. It involves sharing purchase details with suppliers. d. It aims to enhance buyer–seller relationships. e. It involves rating each characteristic of competing products objectively.

72. is a postpurchase evaluation process buyers use that assesses a product purchase using functional and psychological attributes. a. The two-factor authentication model b. The two-factor model of evaluation Powered by Cognero

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Chapter 03: Understanding Buyers c. The motivation–hygiene matrix d. Multiple regression analysis e. The Kirkpatrick model of evaluation 73. attributes refer to the augmented features and characteristics included in the total market offering that go beyond buyer expectations and have a significant positive impact on customer satisfaction. a. Situational b. Psychological c. Must-have d. Knowledge e. Delighter 74. If a buyer is evaluating a sales offering on a salesperson's eagerness to satisfy, the buyer is assessing the sales offering on the basis of a attribute. a. technical b. psychological c. functional d. tangible e. must-have 75. Unlike functional attributes, psychological attributes . a. refer to the features and characteristics that are related to what a product actually does b. refer to how things are carried out and done between a buyer and seller c. tend to be fairly common across the set of suppliers and products being considered for purchase by a buyer d. must be present for a supplier or product to even be included among those being considered for purchase e. include characteristics such as reliability, durability, and performance 76. Unlike psychological attributes, functional attributes . a. possess a close correspondence to the technical and more tangible product attributes b. are similar to the interpersonal communication and behaviors of salespeople and other personnel having contact with customers c. are the differentiators between competitors d. are the augmented features and characteristics included in the total market offering that go beyond buyer expectations e. have up to two times more influence on buyer satisfaction and loyalty 77. Straight rebuy decisions are taken when . a. the sources of purchase are different b. needs have been predetermined c. extensive research is required d. the products being purchased are unconventional e. financial risk is high 78. In the context of purchasing decisions, the newness of a problem or need is the lowest in a. semistructured Powered by Cognero

decisions.

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Chapter 03: Understanding Buyers b. unprogrammed c. new task d. modified rebuy e. straight rebuy 79. In the context of purchasing decisions, a(n) a. straight rebuy b. modified rebuy c. new task d. unstructured e. unprogrammed

decision incorporates the lowest number of buying influences.

80. In the context of purchasing decisions, a person purchasing groceries from a shopping mart on a daily basis is most likely engaging in a(n) decision. a. analytical b. unprogrammed c. straight rebuy d. new task e. unstructured 81. In the context of purchasing decisions, a a. structured b. modified rebuy c. programmed d. new task e. straight rebuy

decision requires an extensive information search.

82. In the context of purchasing decisions, the financial risk associated with a purchase is highest in a. straight rebuy b. new task c. structured d. modified rebuy e. programmed

decisions.

83. Harvey has never had a motorcycle before but is planning to purchase one to replace his old bicycle. Harvey is most likely set to make a purchase decision. a. modified rebuy b. new task c. structured d. straight rebuy e. programmed 84. Buyers sometimes enter into a purchase decision simply to check the competitiveness of existing suppliers in terms of the product offering and pricing levels.

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Chapter 03: Understanding Buyers a. modified rebuy b. new task c. structured d. straight rebuy e. programmed 85. refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing the thoughts and actions of others. a. Resilience b. Perseverance c. Agreeableness d. Responsiveness e. Assertiveness 86. Low-assertive individuals tend to a. be quick to speak out b. be fast-paced c. take confrontational positions d. control situations e. be deliberate in their communication 87. In the context of communication styles, a. amiables b. expressives c. drivers d. analyticals e. coequals

.

are low on responsiveness but high on assertiveness.

88. While selling to amiables, salespeople should adopt a a. task-oriented and slow-paced b. relationship-oriented and fast-paced c. task-oriented and highly assertive d. task-oriented and less responsive e. relationship-oriented and slow-paced 89. While selling to drivers, salespeople should adopt a a. task-oriented and fast-paced b. relationship-oriented and fast-paced c. relationship-oriented and less assertive d. relationship-oriented and highly responsive e. task-oriented and slow-paced 90.

communication style.

communication style.

points to the level of feelings and sociability an individual openly displays. a. Responsiveness

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Chapter 03: Understanding Buyers b. Assertiveness c. Detachment d. Expressiveness e. Friendliness 91. are defined as teams of individuals in organizations that incorporate the expertise and multiple purchasing influences of people from different departments throughout the organization. a. Task forces b. Out-groups c. Buying teams d. Quorums e. Patrol teams 92. In the context of buying teams, which of the following is true of influencers? a. They are often technical or engineering personnel. b. They have the ultimate responsibility of determining which product or service will be purchased. c. They are responsible for negotiating final terms of purchase with suppliers. d. They are also known as initiators. e. They realize that the acquisition of a product might solve a need or problem.

93. In the context of buying teams, the ultimate responsibility for determining which product or service will be purchased rests with the role of . a. purchasers b. deciders c. initiators d. influencers e. gatekeepers 94. In the context of buying teams, which of the following is a role of gatekeepers? a. To evaluate a product on the basis of how it will affect employee performance b. To identify the need for a product c. To determine which product or service will be purchased d. To negotiate final terms of purchase with suppliers e. To control the flow of information to and between vendors and other buying center members 95. A salesperson sold a corporate jet to a pharmaceutical company. The of the purchase process was the chief operating officer of the corporation who found that the recent corporate expansions had outgrown the effective service range of the organization’s existing aircraft. a. influencer b. user c. decider d. purchaser e. initiator Powered by Cognero

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Chapter 03: Understanding Buyers 96. Which of the following is an impact of information technology on the buying process? a. Traditional content marketing has increased. b. Shipping times have reduced. c. Overall cycle times have increased. d. Presale services have reduced. e. Time devoted to postsale services has reduced.

97. The overall cycle times of the purchasing process have reduced as a result of a. the decreased use of supply chain management b. the increased use of information technology c. the decreased interdependency between buyers and sellers d. an increase in traditional purchasing practices such as direct purchase e. a reduction in postpurchase services

.

98. Suppliers have more time to devote to postsale services because . a. supply chain management is no longer a critical element in the buying process b. of the automation of routine transactions in the purchasing process c. buyers and sellers have become independent of each other d. the overall cycle time of the purchasing process has increased e. of a decline in relationship-building activities between buyers and suppliers 99. A study shows that B2B buyers feel vendors can improve content quality by doing all of the following except a. using more data and research to support content b. curbing the sales messages c. overloading content with copy

.

d. adding more insight from industry thought leaders/analysts e. making content easier to access, such as fewer forms to fill out 100. Data collected on consumer demographics, sales and consumer service histories, and marketing preferences and consumer feedback can be easily accumulated through a system and used to understand consumers better and provide personalized offerings to serve their needs. a. customer relationship management (CRM) b. critical path project management (CPPM) c. corporate social responsibility (CSR) d. rational unified process (RUP) e. customer cognitive assessment (CCA) 101. With information technology increasing the effectiveness and efficiency of the buying process, a. buyers are losing their share in the purchasing process b. buyers are becoming more informed c. the landscape of the buying process is becoming less competitive d. the demand for personalized dialogue from sellers is decreasing e. the demand for postpurchase services is declining Powered by Cognero

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Chapter 03: Understanding Buyers 102. A buyer for Foot Locker Shoe Stores has which of the following buyer needs? a. Product training and materials for the sales staff b. User-group newsletter to upscale customers c. Reinforcement of the customer’s self-image as an innovator d. Knowledge of what makes the shoe unique and superior to competitive offerings e. Assurance that everybody on the court will not be wearing the same shoe

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Chapter 03: Understanding Buyers Answer Key 1. False 2. False 3. False 4. False 5. False 6. False 7. False 8. False 9. True 10. False 11. False 12. False 13. False 14. True 15. False 16. False 17. True 18. True 19. False 20. True 21. c 22. c 23. a 24. a 25. e Powered by Cognero

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Chapter 03: Understanding Buyers 26. b 27. a 28. a 29. a 30. d 31. c 32. e 33. e 34. b 35. b 36. a 37. d 38. d 39. c 40. b 41. d 42. a 43. d 44. c 45. b 46. e 47. a 48. d 49. d 50. d 51. a Powered by Cognero

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Chapter 03: Understanding Buyers 52. b 53. b 54. c 55. c 56. a 57. c 58. c 59. e 60. e 61. c 62. a 63. b 64. a 65. a 66. d 67. b 68. c 69. e 70. e 71. d 72. b 73. e 74. b 75. b 76. a

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Chapter 03: Understanding Buyers 77. b 78. e 79. a 80. c 81. d 82. b 83. b 84. a 85. e 86. e 87. c 88. e 89. a 90. a 91. c 92. a 93. b 94. e 95. e 96. b 97. b 98. b 99. c 100. a 101. b 102. a Powered by Cognero

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Chapter 03: Understanding Buyers

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Chapter 04: Communication Skills

Indicate whether the statement is true or false.

1. Trust-based sales communication is a one-way communication in which a salesperson's focus is on convincing a prospective buyer to make a purchase. a. True b. False 2. The main purpose of sales communication is to seek an agreement among participants. a. True b. False 3. The critical capabilities for effective selling include nonverbal communication but exclude written communication skills. a. True b. False 4. Open-ended questions limit a customer's response to one-or two-word answers. a. True b. False 5. Probing questions help a salesperson shift or redirect the topic of discussion. a. True b. False 6. The types of questions classified by the amount and specificity of information desired and those classified by strategic purpose are mutually exclusive. a. True b. False 7. Salespeople combine different types of questions to accomplish multiple and closely related sales objectives. a. True b. False 8. In response to statements from buyers, salespeople ask related questions and paraphrase what the buyer has said to demonstrate their interest in what the buyer is saying. a. True b. False 9. The SPIN questioning system uses a logical sequencing that begins with broad-based, nonthreatening, general questions. a. True b. False 10. Situation questions are used early in a sales call and provide salespeople with leads to develop a buyer's needs and expectations fully. a. True Powered by Cognero

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Chapter 04: Communication Skills b. False 11. Assessment questions are used in the last stage of the ADAPT questioning system. a. True b. False 12. Serious listening requires low levels of cognition and concentration about the messages being received. a. True b. False 13. According to the SIER model, the first activities in active listening are sensing and receiving the verbal and nonverbal components of the message being sent. a. True b. False 14. Sasha is nominated by her professor to attend a seminar on civil engineering and its merits. During the seminar, Sasha listens only for facts, takes intensive and detailed notes, and gets distracted very easily. This shows that Sasha is a strong listener. a. True b. False 15. Sales aids such as samples, brochures, graphs, and comparative charts should not be left with a buyer after sales communication. a. True b. False 16. In the absence of proper grammar in a verbal sales message, the receiver of the message begins to focus on the sender rather than the message. a. True b. False 17. A sales discussion or presentation that is not sequenced in a logical order runs the risk of being inefficient and ineffective. a. True b. False 18. Typically, salespeople begin working with a prospect at the far end of the intimate zone. a. True b. False 19. The rate at which a salesperson speaks has no effect on how a customer perceives them. a. True b. False 20. A rising pitch during the course of a message is associated with questions and can often be perceived as reflecting uncertainty. a. True Powered by Cognero

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Chapter 04: Communication Skills b. False

Indicate the answer choice that best completes the statement or answers the question.

21. sales communication is the sharing of meaning between buying and selling individuals that results from the interactive process of exchanging information and ideas. a. Incentive-based b. Trust-based c. Aggressive d. Traditional e. Transaction-based 22. According to Diane Graybeal, director of performance and analytics at MarketStar, all of the following are areas in which AI and predictive analytics are having a positive impact on salesperson performance except . a. more accurate lead scoring b. guiding the sales process c. reducing the churn d. enabling upselling e. using traditional sales methods 23. The purpose of trust-based sales communication is to . a. allow salespeople to dominate and control a sales conversation b. hasten the sales process c. maintain short-term relationships with buyers d. maximize common understanding between buyers and sellers e. provide salespeople with complete autonomy in the decision-making process of buyers 24. In the context of sales communication, effective communication skills are needed to . a. enable buyers and salespeople to reach an agreement immediately b. identify buying needs and to demonstrate to buyers how a salesperson's proposed solution can satisfy those needs better than competitors c. allow salespeople to isolate themselves from the decision-making process of buyers d. enable salespeople to maximize profits in the short run and to develop agreement among participants e. determine the mental state of buyers and manipulate them into believing that a product has high attributes 25. Which of the following should be incorporated by salespeople in their sales communication to encourage thoughtful responses from buyers? a. Unbroken eye contact b. Carefully crafted questions c. A rigid erect posture d. A slow rate of speech e. Crossed arms and legs 26. Julia is a salesperson for DEF Advertising. She has trouble controlling the conversation during her sales calls. She finds that her customers often talk about relatively unimportant things until her time with those customers is up. Julia Powered by Cognero

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Chapter 04: Communication Skills could most likely benefit by . a. improving her questioning skills and using carefully crafted questions b. being outspoken with her customers and telling them they are wasting her time c. dominating the sales call so the customers do not have any opportunity to go off track d. being more formal and less friendly during the sales call e. using nonverbal gestures to change the direction of the conversation 27.

questions deliver richer and more expansive information than closed-ended questions. a. Directive b. Dichotomous c. Ordinal-scale d. Open-ended e. Multiple-choice

28. Which of the following types of questions are used by salespeople to probe for descriptive information? a. Closed-ended b. Multiple-choice c. Open-ended d. Directive e. Dichotomous 29. questions allow salespeople to understand customer needs and expectations by encouraging them to respond freely. a. Directive b. Multiple-choice c. Closed-ended d. Open-ended e. Dichotomous 30. Words used to begin open-ended questions do not include a. how many b. what c. where d. describe e. why

.

31. Which of the following is an example of a closed-ended question? a. How do you determine sales goals for each region? b. Why are your customers currently unhappy? c. Is this the primary reason you are interested in switching suppliers? d. How do you currently process orders? e. Describe how you feel about using eco-friendly materials.

32. "Do you prefer tea or coffee?" is an example of a(n)

question.

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Chapter 04: Communication Skills a. ordinal-scale b. open-ended c. interval-scale d. nondirective e. dichotomous 33. In the context of the types of questions classified by strategic purpose, questions are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification. a. dichotomous b. directive c. probing d. tactical e. closed-ended 34. In the context of the types of questions classified by strategic purpose, which of the following types of questions is best used in a conversational style and can be used to request clarification, encourage elaboration, and verify information and responses? a. Dichotomous b. Multiple-choice c. Probing d. Directive e. Closed-ended 35. The question "That sounds like an important issue; could you give me an example of what you mean?" is an example of a(n) question. a. ordinal-scale b. probing c. closed-ended d. tactical e. dichotomous 36. Which of the following is an example of an open-ended question designed to be evaluative in nature? a. How do you feel about the new tax exemption policy for start-up businesses? b. Which is easier to use for you, Google or Firefox? c. What classes are you taking this semester? d. How often do you face power outages in this area? e. You said that this technology does not suit your customers' requirements; could you give me an example of what you mean?

37. The question, "Do you see the advantages of implementing a uniform tax rate for all products?" is most likely an example of a(n) question. a. evaluative b. reactive c. tactical Powered by Cognero

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Chapter 04: Communication Skills d. dichotomous e. ordinal-scale 38. The question, "Do you see the merits of the solution I'm proposing?" is an example of a(n) a. evaluative b. dichotomous c. activation d. tactical e. reactive

question.

39. Which of the following types of questions can be used by salespeople to change the topic of discussion to avoid embarrassing prospective customers or themselves by proceeding on a forbidden or nonproductive line of questioning? a. Evaluative b. Reactive c. Probing d. Tactical e. Dichotomous 40.

questions refer to or directly result from information the other party previously provided. a. Dichotomous b. Evaluative c. Tactical d. Probing e. Reactive

41.

questions are not suited for discovering and exploring customer needs. a. Open-ended b. Closed-ended c. Reactive d. Evaluative e. Probing

42. Which of the following is a difference between open-ended questions and closed-ended questions? a. Open-ended questions limit a customer's response to one or two words, whereas closed-ended questions allow a customer to respond freely. b. Open-ended questions are also known as dichotomous questions, whereas closed-ended questions are also known as multiple-choice questions. c. Closed-ended questions deliver richer and more expansive information than open-ended questions. d. Open-ended questions are directive forms of questioning, whereas closed-ended questions are nondirective forms of questioning. e. Open-ended questions are best used for discovery and exploration, whereas closed-ended questions are best used for clarification and confirmation.

43. Which of the following is true of strategic questions? a. They are used by salespeople to isolate themselves from the decision-making process of buyers.

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Chapter 04: Communication Skills b. They are designed to limit the responses of customers to one or two words. c. They allow salespeople to use transaction-focused traditional selling rather than customer-focused relationship selling. d. They make salespeople rely more on spontaneity while questioning prospective buyers. e. They stimulate buyers and salespeople to think thoroughly and pragmatically and consider all aspects of a given situation.

44. Which of the following is a similarity between SPIN and ADAPT questioning systems? a. Both require salespeople to dominate conversations and interactions with customers. b. Both use a logical sequencing that begins with broad-based, nonthreatening, general questions. c. Both are best used with transaction-focused traditional selling. d. Both emphasize understanding customers' problems but do not propose solutions for those problems. e. Both limit customers' responses to one or two words.

45. Which of the following is a purpose of the SPIN questioning system? a. To limit a customer's response to one or two words b. To uncover a buyer's inherent problems c. To help salespeople overcome rejection d. To isolate salespeople from the decision-making process of buyers e. To encourage salespeople to use transaction-focused traditional selling 46. In the context of the SPIN questioning system, questions solicit data and facts in the form of general background information and descriptions of a buyer's existing circumstances. a. situation b. implication c. projection d. need-payoff e. activation 47. Which of the following is a disadvantage of situation questions? a. Their closed-ended design fails to provide salespeople with leads to develop buyers' needs. b. They can be used by salespeople only after solving buyers' existing problems. c. Their interrogating nature can result in irritated buyers. d. They can bore salespeople with the trivial issues of buyers. e. They fail to address the issues of individual customers, as they are directed at mass markets.

48. According to the SPIN questioning system, questions are used early in a sales call and provide salespeople with leads to develop a buyer's needs and expectations fully. a. need-payoff b. transition c. projection d. situation e. implication 49. According to the SPIN questioning system, "Do you use telemarketing or mobile marketing?" is an example of a(n) Powered by Cognero

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Chapter 04: Communication Skills question. a. activation b. projection c. implication d. situation e. transition 50. In the context of the SPIN questioning system, questions follow the more general situation questions to further probe for specific difficulties, developing problems, and areas of dissatisfaction that might be positively addressed by a salesperson's proposed sales offering. a. need-payoff b. implication c. projection d. problem e. activation 51. In the context of the SPIN questioning system, problem questions. a. need-payoff b. implication c. assessment d. situation e. integrity

questions follow and relate to the information flowing from

52. Which of the following is true of implication questions? a. They are used to divert a buyer's attention from a problem. b. They refocus a buyer's attention to solutions rather than problems. c. Their purpose is to propose a solution and develop commitment from a buyer. d. Their purpose is to assist a buyer in thinking about the potential consequences of a problem. e. They focus on educating a buyer about the need to ignore minor problems for major gains.

53. According to the SPIN questioning system, the purpose of questions is to assist a buyer in understanding the urgency of resolving a problem in a way that motivates the buyer to seek a solution. a. assessment b. situation c. implication d. discovery e. need-payoff 54. In the context of the SPIN questioning system, questions refocus a buyer's attention to solutions rather than problems and get the buyer to think about the positive benefits derived from solving the problems. a. situation b. implication c. assessment d. discovery Powered by Cognero

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Chapter 04: Communication Skills e. need-payoff 55. Salespeople use different types of questions to accomplish all of the following sales objectives except a. generate buyer involvement b. provoke thinking c. gather information d. clarification and emphasis e. not advancing the sale

.

56. ADAPT is an acronym for the five stages of strategic questioning. These stages are: . a. aptitude questions, deductive questions, ability questions, psychometric questions, and therapeutic questions b. assessment questions, discovery questions, activation questions, projection questions, and transition questions c. ability questions, directional questions, adaptability questions, personality questions, and tolerance questions d. adaptability questions, displacement questions, assessment questions, physical questions, and transition questions e. aggressive questions, divergent questions, attitude questions, psychological questions, and therapeutic questions 57. In the context of the five stages of questions in the ADAPT questioning system, questions do not seek conclusions but rather should address a buyer's company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual. a. discovery b. assessment c. projection d. activation e. transition 58. Which of the following is true of assessment questions? a. They focus on seeking alternative solutions to existing problems. b. They are designed to be threatening and intimidating to a customer. c. They are designed to spark conversation that elicits factual information about a customer's current situation. d. They mainly consist of closed-ended questions and are used in the third stage of the ADAPT questioning system. e. They focus on ascertaining the validity of a customer's complaint.

59. In the context of the ADAPT questioning system, preceding assessment questions. a. discovery b. divergent c. projection d. activation e. transition

questions follow up on the responses gained from the

60. According to the ADAPT system of questioning, questions should drill down and probe for further details needed to develop, clarify, and understand fully the nature of a buyer's problems.

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Chapter 04: Communication Skills a. activation b. divergent c. projection d. discovery e. transition 61. Which of the following is true of discovery questions? a. They are preceded by activation questions. b. They consist of closed-ended questions and are used in the fourth stage of the ADAPT questioning system. c. They are used to smooth the transition from needs discovery into the presentation and demonstration of a proposed solution's benefits. d. They focus on a micro level and probe for further details needed to clarify and understand fully a buyer's problems. e. They confirm a buyer's desire to seek a solution to their problem.

62. In the context of the ADAPT questioning system, discovery questions are succeeded by a. assessment b. aptitude c. attitude d. activation e. adaptability

questions.

63. In the context of the ADAPT questioning system, questions trigger a customer's interest in solving discovered problems by helping them gain insight into the true ramifications of the problem and to realize that what may initially seem to be of little consequence is, in fact, of significant consequence. a. discovery b. assessment c. projection d. activation e. transition 64. Despite discovering the nature of their problems, buyers often lack the motivation to solve their problems because they believe that . a. the problems do not cause any significant negative consequences b. the problems are beyond their control c. salespeople are responsible for finding a solution to their problems d. finding a solution to the problems could affect their operational procedures e. acknowledging the problems could sever their ties with investors 65. Which of the following is true of activation questions? a. They show the negative impact of a problem so that finding a solution to that problem is desirable. b. They are succeeded by discovery questions. c. They are used to smooth the transition from needs discovery into the presentation and demonstration of a proposed solution's features. d. They include broad and generalized inquiries to assess a buyer's situation.

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Chapter 04: Communication Skills e. They mainly consist of closed-ended questions and are used in the first stage of the ADAPT questioning system.

66. In the context of the ADAPT questioning system, a. discovery b. assessment c. projection d. divergent e. transition

questions are a natural extension of activation questions.

67. In the ADAPT questioning system, questions encourage and facilitate a buyer in envisioning what it would be like without the problems that have been previously discovered and activated. a. transition b. problem c. divergent d. projection e. aptitude 68. Which of the following is true of projection questions? a. They mainly consist of closed-ended questions. b. They include broad and generalized inquiries to assess a buyer's situation. c. They are preceded by assessment questions and succeeded by transition questions. d. They facilitate a buyer to establish the benefits of solving a problem. e. They help a buyer understand the true ramifications of a problem.

69. In the ADAPT questioning system, questions are used to smooth the shift from needs discovery into the presentation and demonstration of the features and benefits of a proposed solution. a. transition b. problem c. activation d. projection e. divergent 70. Which of the following is true of transition questions? a. They are designed to show the positive impact of solving an existing problem. b. They emphasize the identification of the problems of a buyer. c. They are typically closed-ended and evaluative in format. d. They include broad and generalized inquiries to assess a buyer's situation. e. They focus on a micro level and follow up on the details gained from assessment questions.

71. Which of the following is one of the six primary facets of effective listening? a. Listening to reply b. Making assumptions c. Avoiding eye contact with the buyer Powered by Cognero

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Chapter 04: Communication Skills d. Encouraging the buyer to talk e. Avoiding paraphrasing 72. listening is characterized by low levels of cognitive activity and concentration and is typically used in conversation with a friend. a. Serious b. Social c. Total d. Critical e. Active 73. Which of the following is true of social listening? a. It requires high levels of concentration to ensure that messages are received. b. It is often referred to as active listening. c. It is typically used in listening to music, a concert, or a television program. d. It is associated with events that require a high degree of thinking to sort through, interpret, and understand. e. It is characterized by high levels of cognitive activity.

74. listening is a form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages. a. Serious b. Social c. Casual d. False e. Selective 75. Strategies leading to more effective two-way interactions and results do not include a. taking time to build rapport and trust b. engaging in social listening c. discovering the buyer’s needs, and showing how your product can satisfy them d. having the other side to perceive you to have their best interest in mind e. adapting to their communication style

.

76. Which of the following statements is true of the SIER model of listening? a. It helps individuals solve problems but does not help them pinpoint the sources of problems. b. It depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and responding. c. It suggests that listening is a lateral process of four nonsequential steps—summarizing, inferring, extracting, and reacting. d. It states that a message must be effectively analyzed before being interpreted. e. It has been criticized for not providing a framework for evaluating communication accuracy.

77. SIER is an acronym for . a. sowing, ideating, examining, and ranking b. seeing, inferring, emphasizing, and reacting Powered by Cognero

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Chapter 04: Communication Skills c. sensing, interpreting, evaluating, and responding d. strategizing, inculcating, extracting, and recreating e. summarizing, intimidating, exposing, and reiterating 78. Which of the following can improve sensing skills in listeners? a. Avoiding eye contact b. Taking notes c. Interrupting the speaker for clarification d. Evaluating a message prior to its completion e. Reacting to emotional words 79. Which of the following is a component of active listening that addresses the question of, "What meaning does the sender intend?" a. Sensing b. Implying c. Interpreting d. Hearing e. Responding 80. In the context of the SIER model of active listening, which of the following is a component of active listening that requires noting the verbal and nonverbal cues in a message along with possible consistencies and inconsistencies between them? a. Sensing b. Receiving c. Hearing d. Interpreting e. Responding 81. Which of the following can be done by a listener to provide strong signals of interest and understanding to the sender of the message? a. Giving a blank stare to the sender b. Restating and paraphrasing the sender's message c. Tuning out dry subjects d. Avoiding smiling and nodding when the sender is speaking e. Leaning away from the sender with both hands placed behind one's head 82. When attending an interview for the position of sales manager at a company, Karen notices that her interviewer is nodding and smiling while listening to her. In this scenario, Karen can most likely conclude that the interviewer a. has no intention of agreeing with her b. has received her message c. is dishonest and secretive d. is skeptical of her message e. is disinterested in her message

.

83. Which of the following is a difference between a weak listener and a strong listener?

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Chapter 04: Communication Skills a. A weak listener listens for facts, whereas a strong listener listens for central themes. b. A weak listener does not react to emotional words, whereas a strong listener reacts to emotional words. c. A weak listener listens to dry subjects, whereas a strong listener tunes out dry subjects. d. A weak listener takes fewer notes, whereas a strong listener takes intensive and detailed notes. e. A weak listener skips over delivery errors and focuses on content, whereas a strong listener tunes out if the delivery is poor.

84. Unlike strong listeners, weak listeners . a. listen for central themes and key ideas b. actively look for opportunities of common interest c. listen to dry subjects d. interpret emotional words but do not get hung up on them e. take intensive and detailed notes 85. Effective listening does not include a. finding areas of interest b. judging content not delivery c. listening for ideas d. reacting to emotional words e. being flexible

.

86. Which of the following statements is true of pictures? a. They enhance understanding and are easy to recall. b. They eliminate the possibility of the misinterpretation of a message. c. They provide more credibility when combined with abstract words than with concrete expressions. d. They are less memorable than their verbal counterparts. e. They cannot be used to reinforce verbal messages.

87. In the context of a verbal message, which of the following is true of concrete expressions? a. They provide the receiver of the message with greater information than abstract expressions. b. They convey a broad general understanding rather than the detailed meaning. c. They are more memorable than pictures. d. They are more likely to be misunderstood than abstract expressions. e. They force the receiver of the message to focus on the sender rather than on the message.

88. The meaning and credibility of a message are significantly downgraded a. in the absence of pictures and videos b. in the absence of continuous eye contact c. if the sender uncrosses their arms and legs while communicating d. if the sender uses varying speech rates while communicating e. in the absence of proper grammar 89. Sales aids such as samples, brochures, and charts do not a. reinforce the verbal message

.

.

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Chapter 04: Communication Skills b. enhance the receivers’ understanding c. make the message less likely to be misunderstood d. enhance the receiver’s recall e. emphasize a key point 90. refers to the conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language. a. Intercultural competence b. Mirroring c. Nonverbal communication d. Adaptive behavior e. Persuasion 91. Which of the following is true of nonverbal communication? a. It deals with the semantic meaning of a message. b. It excludes proxemics. c. It includes variations in vocal characteristics. d. It includes nonverbal cues that are uniform across all countries. e. It fails to convey any meaning.

92. In the context of nonverbal communication, a common nonverbal element of messages that conveys uncertainty, disagreement, and even outright skepticism is . a. pursed lips b. tightness along the jaw line c. a loud voice d. raised eyebrows e. a falling pitch 93. Increased eye contact by the receiver of a message signals a. increasing levels of boredom b. a threat or inference of power c. deceit and dishonesty d. increasing levels of interest and concentration e. uncertainty and skepticism

.

94. During the annual investors meeting at his company, Pedro constantly drums his fingers on the table. In the context of nonverbal communication, this action of Pedro is most likely indicative of his . a. increased levels of evaluation b. anger c. defensiveness d. growing impatience e. nervousness and apprehension 95. Elisa, a sales manager at Simon Inc, is conducting an interview for the position of a sales trainee. During the Powered by Cognero

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Chapter 04: Communication Skills interview, Elisa leans back in her chair and places both hands behind her head. In the context of nonverbal communication, Elisa's posture most likely signifies . a. a positive disposition b. increasing interest c. a perceived sense of smugness d. inflexibility e. defensiveness 96. When making a sales call, which of the following body postures is most appropriate for a salesperson? a. Sitting back in the chair with one's feet up b. Leaning forward or sitting on the edge of a chair c. Leaning back with both hands placed behind one's head d. Sitting on the edge of a table or the arm of a chair e. Sitting with a rigid posture with crossed arms and legs 97. refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication. a. Proxemics b. Oculesics c. Chronemics d. Kinesics e. Orthoptics 98. Pascale, a salesperson, is in the middle of a sales dialogue with Sean, a prospect. She notices that Sean backs away each time she comes within four feet of him to talk. Which of the following is most likely a reason for this? a. Pascale seems incompetent to Sean. b. Pascale seems threatening to Sean. c. Pascale seems apprehensive to Sean. d. Pascale seems rigidly formal to Sean. e. Pascale seems disinterested to Sean.

99. North Americans generally recognize that distinct proxemic zones include all of the following except the zone. a. intimate b. personal c. social d. distance e. public 100. Nonverbal are defined as groups of related nonverbal expressions, gestures, and movements that can be interpreted to understand more clearly the true message being communicated. a. cues b. learnings c. clusters d. channels Powered by Cognero

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Chapter 04: Communication Skills e. social experiences 101. Nonverbal signs of readiness do not include a. sitting forward b. hands on hips c. feet flat on the floor d. legs uncrossed e. frequent gazes elsewhere

.

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Chapter 04: Communication Skills Answer Key 1. False 2. False 3. False 4. False 5. False 6. False 7. True 8. True 9. True 10. True 11. False 12. False 13. True 14. False 15. False 16. True 17. True 18. False 19. False 20. True 21. b 22. e 23. d 24. b 25. b Powered by Cognero

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Chapter 04: Communication Skills 26. a 27. d 28. c 29. d 30. a 31. c 32. e 33. c 34. c 35. b 36. a 37. a 38. a 39. d 40. e 41. b 42. e 43. e 44. b 45. b 46. a 47. c 48. d 49. d 50. d 51. b Powered by Cognero

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Chapter 04: Communication Skills 52. d 53. c 54. e 55. e 56. b 57. b 58. c 59. a 60. d 61. d 62. d 63. d 64. a 65. a 66. c 67. d 68. d 69. a 70. c 71. d 72. b 73. c 74. a 75. b 76. b

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Chapter 04: Communication Skills 77. c 78. b 79. c 80. d 81. b 82. b 83. a 84. e 85. d 86. a 87. a 88. e 89. c 90. c 91. c 92. a 93. d 94. d 95. c 96. b 97. a 98. b 99. d 100. c 101. e

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue

Indicate whether the statement is true or false.

1. Salespeople need to spend time prospecting on a regular basis because there is typically a considerable time lag between the commencement of prospecting and the conversion of prospects to customer status. a. True b. False 2. Today's buyers allot an ample amount of time for purchases, and most of them are keen to interact with salespeople. a. True b. False 3. As salespeople move through the strategic prospecting process and the other stages in the trust-based sales process, the sales pipeline widens. a. True b. False 4. A sales suspect is an individual who is unlikely to buy a salesperson's products. a. True b. False 5. There are normally large differences in sales opportunities among all of the sales leads generated by salespeople. a. True b. False 6. Smaller organizations and firms typically represent better sales opportunities than the larger ones. a. True b. False 7. For a lead to be considered a sales prospect, the lead is not required to have a need for the salesperson's product. a. True b. False 8. Salespeople who spend time qualifying their leads limit the time wasted on making calls with a low probability of success. a. True b. False 9. Sales prospects who most closely fit an ideal customer profile are deemed as the best sales prospects. a. True b. False 10. The final step in the strategic prospecting process is to conduct online research to acquire information on the current selling situation. a. True b. False

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 11. Social selling is the most ineffective method of sales prospecting. a. True b. False 12. Typically, a very small percentage of cold calls produce, or lead to future sales dialogue with qualified prospects. a. True b. False 13. Using referrals or introductions can improve the success of cold calling. a. True b. False 14. Accountants, bankers, attorneys, teachers, business owners, politicians, and government workers are often good centers of influence. a. True b. False 15. Salespeople from noncompeting companies cannot be considered a source for generating leads. a. True b. False 16. Company records are usually a poor source of prospects. a. True b. False 17. A strategic prospecting plan is a salesperson's plan for gathering qualified prospects. a. True b. False 18. A buyer's name, title, and contact information constitute specific information about the current selling situation. a. True b. False 19. Basic information about a prospect company makes it easier for a salesperson to ask questions during sales dialogue. a. True b. False 20. The purpose of the first call to a sales prospect by a salesperson is to understand the prospect's selling situation. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

21. Salespeople who do not regularly prospect are operating under the assumption that a. buying behavior does not remain constant b. buyers prefer talking to the selling firm directly and not its salespeople Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue c. the prospecting process would require them to prepare and plan sales dialogues d. the current business with existing customers will be sufficient to generate revenue even in the future e. buyers are always well informed and do not rely on salespeople for information 22. Paget is a salesperson who engages in strategic prospecting on a regular basis. Which of the following is most likely a reason why Paget prospects regularly? a. They need to understand clearly the specifications of the products and services their company offers. b. They need to practice applying the hard-sell approach. c. They know that their existing customers can be acquired by another firm. d. They know that focusing on existing customers is likely to give them better sales opportunities than looking for new customers. e. They need to perfect sales dialogues with their prospective clients.

23. Which of the following is a reason why salespeople get rejected by buyers? a. Salespeople do not have specific information about the buying situation. b. Buyers prefer talking to the selling firm directly and not to its salespeople. c. Today's buyers are busy, and many are reluctant to see salespeople. d. Buyers do not find salespeople to be value oriented. e. Buyers are always well-informed and do not rely on salespeople for information.

24. Finbar is a salesperson in a firm that offers logistics services. Although he knows that prospecting is an integral part of the sales profession, he tends to avoid it. Which of the following is most likely the reason Finbar avoids prospecting? a. He fears that he will have to face rejection. b. He knows that prospecting is not as important as making the actual sales presentation. c. He does not have to fulfill a sales quota. d. He fears that buyers will ask him questions that he cannot answer during sales dialogue. e. He believes that buyers are always well-informed and do not need his help.

25. Valuable lead generation techniques include all of the following except a. in-person networking b. search engine optimization (SEO) c. putting up 20 posts a day on social media d. throwing live events e. pay per click advertising

.

26. In recent times, which of the following is making prospecting more difficult? a. A change in buying behavior b. The emergence of numerous social media sites c. The lack of effective prospecting methods d. A lower sales quota e. An increase in the number of unethical buyers 27. Recently, purchasing has become harder for some firms because a. there are more people involved in the buying process

.

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue b. of limited purchasing options c. of the lack of effective prospecting methods d. of the lack of available information on products and services e. there has been no change in buying behavior 28. Recently, which of the following factors is making purchasing harder for some firms? a. The expanding number of purchasing options b. The fewer number of people involved in the buying process c. The lack of effective prospecting methods d. The lack of available information on products and services e. The lack of change in buying behavior 29. Salespeople can overcome the challenges of prospecting by a. preparing for sales dialogue with potential buyers b. hiring interns to handle small tasks c. negotiating with buyers d. choosing a single method of prospecting e. dissociating with noncompeting salespeople

.

30. Which of the following is true of strategic prospecting? a. Strategic prospecting helps salespeople identify the best sales opportunities. b. Strategic prospecting is not as important as closing a sale in the selling process. c. Salespeople cannot use strategic prospecting to generate additional business from existing customers. d. Strategic prospecting does not help in the generation of future revenue. e. Salespeople usually enjoy prospecting, as they get to interact with numerous buyers.

31. The strategic prospecting process is often viewed as a sales because it presents the entire trust-based sales process and the strategic prospecting process in the form of a funnel. a. pipeline b. quota c. pitch d. spectrum e. pyramid 32. Which of the following is true of a sales funnel? a. It is very wide at the top as salespeople typically have a large number of potential sales opportunities. b. It represents the hierarchy of a company's products that have the highest and the lowest sales. c. It is a diagram that represents the ratio of a company's sales to its cash flow. d. As salespeople move through the stages in the trust-based sales process, the funnel widens because all sales opportunities result in a sale or new customer relationship. e. For the most productive salespeople, the sales funnel is normally narrower at the bottom; it is wider at the top of the funnel for less productive salespeople.

33. Pooja is a salesperson in a company that manufactures baby products. Naseem, Pooja's friend, recently gave birth to a baby. In this scenario, Naseem is most likely Pooja's .

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue a. referral b. first mover c. sales executive d. sales suspect e. center of influence 34. is a salesperson's act of searching out, collecting, and analyzing information to determine the likelihood that a potential customer is a good candidate for making a sale. a. Preparing sales dialogues b. Cold calling c. Qualifying sales leads d. Hard selling e. Creating sales pipelines 35. Maia is a salesperson who has trouble prospecting effectively. Most of the leads she contacts do not make a purchase.

Maia would not have wasted so much of her time if she had collected more information about the leads. Given this information, it can be said that Maia most likely needs to spend time . a. cold calling her leads b. preparing sales dialogues c. qualifying her leads d. practicing the hard sell e. gaining inventory knowledge 36. A is an individual or organization that has the budget or financial resources to purchase a product or service and has the authority to make purchase decisions. a. sales contender b. sales prospect c. vendor d. center of influence e. sales executive 37. Phyllis is a salesperson for a company that manufactures chemicals. While reviewing her new leads, Phyllis learns that two of them just signed contracts with one of her company's major competitors. Which of the following is most likely the reason why Phyllis will not consider these two leads as sales prospects? a. They do not have the budget or financial resources to purchase the product. b. They do not have a need for the products or services her company is offering. c. They are too busy to meet salespeople. d. They do not have the authority to make a purchase decision. e. They are not included in her company's target market.

38. Roland is a salesperson for a company that sells industrial equipment. Roland spends most of his time talking to equipment operators who work on the factory floor. While Roland is able to get the equipment operators interested in his products, he is often unable to make a sale. In this scenario, Roland needs to . a. identify the people with the authority to make the purchase decision b. develop his confidence and believe that he offers the best solutions Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue c. focus on prospecting only with his existing clients d. practice the hard sell e. establish daily quotas for acquiring new prospects 39. Which of the following sales techniques does the Jackson Company not use to evaluate sales leads? a. The Jackson Company emails companies and assesses the number and types of materials needed. b. Jackson awards points to respondents to see if the lead becomes a prospect. c. Once a specified number of points are accumulated, the lead becomes a prospect. d. Jackson utilizes cold calling to generate sales leads. e. Those who score 190 on questions are qualified prospects.

40. The term refers to the characteristics of a firm's best customers or the perfect customer. a. ideal customer profile b. market overview c. sales manifesto d. center of influence e. customer review 41. The most productive salespeople to ensure that they spend most of their time on the best opportunities. a. prioritize their sales prospects b. avoid prospecting c. practice the hard sell d. focus solely on existing customers e. use fast talking in the selling process 42. Salespeople prepare for the initial contact with sales prospects by a. planning the sales dialogue b. calculating the relative sales value c. practicing the hard sell d. formulating the company agenda e. documenting trade agreements

.

43. Which of the following statements is true of social selling? a. It refers to using various communication platforms on the Internet to engage with prospects. b. It is a form of door-to-door selling. c. It is one of the least effective ways to get referrals. d. It refers to the sale of eco-friendly products by a company as part of its corporate social responsibility. e. It involves a salesperson joining country clubs or fraternal organizations to engage in networking.

44. March, a clothing brand, extensively uses online communication platforms to market its products. The company engages with its target market using these platforms and regularly posts online surveys to understand buying behavior better. In this scenario, which of the following prospecting methods does March use? a. Social selling Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue b. Transactional marketing c. Hard selling d. Guerilla marketing e. Cold calling 45. Which of the following is true of current prospecting methods? a. Social media is being used extensively to identify, understand, and network with prospects. b. Cold calling is seen as the best prospecting method in the selling process. c. Salespeople must practice the hard sell and ensure that they meet their sales quotas. d. Salespeople who use a single prospecting method are the most productive. e. Phone calls and emails remain the best ways to connect with prospects.

46. Which of the following is true of cold canvassing? a. It occurs when salespeople contact sales leads unannounced. b. It is usually seen as a very efficient form of prospecting. c. Buyers are always willing to see salespeople who use this method. d. It allows salespeople to build relationships with other members of a community. e. Salespeople who use this method only give face-to-face presentations to prospective customers.

47. Which of the following methods of prospecting is considered very inefficient? a. Electronic networking b. Conducting trade shows c. Cold calling d. Using company records e. Conducting seminars 48. Which of the following does an AI virtual assistant not do when responding to leads? a. Respond promptly to website inquiries b. Neglect to set up phone calls to qualified prospects c. Personalize every message d. Keep making attempts until it gets in contact with the lead e. Ask questions to qualify the lead 49. Lucas is a salesperson who often engages in cold calling because he finds the strategic prospecting process very tedious. He sets up a meeting with one of his prospects through cold calling. After the initial sales dialogue with the prospect, the prospect decides not to purchase the product that Lucas is offering. Which of the following is most likely the reason why Lucas was unable to make a sale? a. He did not give the prospect enough time to think about the purchase. b. He failed to practice the hard sell. c. He did not have any information about the prospect. d. The prospect perceived him as a noncompeting salesperson. e. The sales dialogue contained misleading information.

50. Andrea, a salesperson, works for a small firm that manufactures fruit preserves. Her job is to target a particular locality every day and visit its residents' houses to promote and sell her products. She often has no information about them Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue and visits them unannounced. In this scenario, Andrea is using a. consultative selling b. networking c. cold calling d. inbound marketing e. advertising inquiries 51.

as a prospecting method.

can be an effective way for salespeople to get referrals. a. Tracking systems b. Social selling c. Hard selling d. Company records e. Cold calling

52. Shanti is a salesperson who relies on his current customers to help him identify potential customers. In this scenario, Shanti relies on to generate sales leads. a. hard selling b. referrals c. company sources d. outbound marketing e. cold calling 53. A(n) is a variation of a referral where, in addition to requesting the names of prospects, a salesperson asks the prospect or customer to prepare a note or letter that can be sent to the potential customer. a. point of sale b. cold call c. trade notice d. introduction e. conveyance deed 54. Tomo, a salesperson in a home décor store, requests Karen, one of his customers, to facilitate a meeting with a prospective customer who is Karen's acquaintance. Karen writes a letter recommending that the prospect try products from Tomo's store. Which of the following prospecting methods is being used in this scenario? a. Anecdote b. Cold call c. Trade notice d. Introduction e. Customer feedback 55. In sales prospecting, which of the following is most likely to lead to ethical problems? a. Inbound telemarketing b. Advertising inquiries c. Noncompeting salespeople d. Referrals Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue e. Trade shows 56. Which of the following is a reason many salespeople join civic and professional organizations, country clubs, or fraternal organizations? a. To learn about sales ethics b. To engage in social selling c. To learn the technique of cold canvassing d. To receive sales training e. To gain leads through networking 57. Paul is a salesperson for a company that manufactures seat covers for pickup trucks. Paul relies on his friend Helen for leads as she is the owner of a large truck dealership. Helen calls Paul and lets him know when someone has purchased a new pickup truck. In this scenario, Paul uses to generate leads. a. a strategic reserve b. agile marketing c. cold calling d. a dormant partner e. a center of influence 58. Jacob is a well-known painter who frequently interacts with other artists. Antonio, his friend, is a sales consultant in an art gallery that rents out exhibition space on a regular basis. Jacob often helps Antonio by introducing him to artists who are interested in showcasing their work in the gallery. In this case, Jacob is Antonio's . a. strategic reserve b. sales coordinator c. venture capitalist d. dormant partner e. center of influence 59. Chad is a salesperson who is a member of the Odessa Country Club. The club is frequented by lawyers, doctors, and other well-known members of the community. Chad often identifies new prospects while engaging in conversations with the club members. In this case, Chad uses the club members as . a. dormant partners b. strategic reserves c. noncompeting salespeople d. venture capitalists e. centers of influence 60.

is a formal organization with each local group consisting of noncompeting salespeople. a. Business Professionals of America b. The Business Council for International Understanding c. The National Alliance of Business d. The Business Roundtable e. Business Networking International

61. A salesperson from a different company who sells an entirely different category of products can be considered a Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue salesperson. a. diverse b. consultative c. relational d. transactional e. noncompeting 62. Barbara is a salesperson who works for a tea manufacturing company, and her friend Leona is a salesperson who works for a clothing company. Given this information, it can be said that Barbara and Leona are . a. dormant partners b. consultative salespeople c. relational salespeople d. venture capitalists e. noncompeting salespeople 63. The term refers to information about customers in an organization's database. a. memorandums b. user manuals c. manifestos d. catalogs e. company records 64. Which of the following is used by salespeople to identify previous customers who have not placed an order recently? a. Executive summaries b. Retention sheets c. Memorandums d. Referrals e. Company records 65. Company records can be used for . a. acquiring prospecting knowledge before sales presentations b. getting referrals from centers of influence c. referring to contact details about the company's potential leads d. analyzing and evaluating the results of prospecting activities e. contacting the company's previous customers in an attempt to win back business 66. Summerville Corp., a textile company, has recently set up its own call center. Customers can call the company's tollfree numbers at any time of the day to get information about the various products the company offers. In this scenario, Summerville Corp. is engaged in . a. hard selling b. outbound telemarketing c. social selling d. cold calling e. inbound telemarketing Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 67. Midland Corp., a company that manufactures bath fittings, encourages its prospects to call the company on its toll-free number and get information on the various products and services it offers. In this scenario, Midland Corp. is engaged in . a. hard selling b. outbound telemarketing c. social selling d. cold calling e. inbound telemarketing 68.

is a source of locating prospects whereby the salesperson contacts the prospect by phone. a. Hard selling b. Inbound telemarketing c. Social selling d. Partnership selling e. Outbound telemarketing

69. Beauty Inc., a cosmetics company, has a call center which employs sales executives to call prospects using a database of information about the company's potential customers. In this scenario, Beauty Inc. is engaged in . a. hard selling b. inbound telemarketing c. social selling d. cross-selling e. outbound telemarketing 70. The sales interns of NLZ Inc., an electronics company, call the company's potential clients and inform them about the company's various products and offers. In this scenario, the sales interns of NLZ Inc. are engaged in . a. hard selling b. inbound telemarketing c. social selling d. cross-selling e. outbound telemarketing 71. Which of the following statements is true of trade shows? a. During trade shows, salespeople use members of different organizations to generate prospects for each other. b. During trade shows, salespeople use company records to identify previous customers who have not placed an order recently. c. Salespeople use trade shows to demonstrate their products and answer questions from potential customers. d. During trade shows, salespeople generate leads with the help of competing salespeople. e. Salespeople use trade shows to contact sales leads unannounced with little to no information about the lead.

72. In which of the following prospecting methods do salespeople ask potential customers to fill out information cards indicating an interest in their company or one of its products? a. Sectorization b. Outbound telemarketing c. Trade shows Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue d. Sales interrupts e. Cold canvassing 73. Every year, Lithia, an automobile company, purchases booth space at an annual corporate event to exhibit its offerings. The salespeople of the company demonstrate the company's products to prospects who show an interest in them.

The potential customers are also asked to fill out forms with their contact details. In the given scenario, Lithia uses as a prospecting method. a. cold calling b. seminars c. trade shows d. shareholder meetings e. outbound marketing 74. Maia is a salesperson for an automobile company. She believes that the best way for her potential and existing customers to know about her company's products is by seeing the products in person and seeing exactly what the products can and cannot do. Which of the following is most likely the best prospecting method for Maia? a. Advertising inquiries b. Inbound telemarketing c. Trade shows d. Cold calling e. Outbound telemarketing 75. Wellness Inc., a company that manufactures health products, hosts an event at a local hotel to generate potential customers. The company invites approximately 120 prospects to the event through direct mails. At the event, the sales representatives of the company give presentations on the various products offered by the company. In this scenario, Wellness Inc. is using to generate sales leads. a. cold calling b. outbound telemarketing c. a seminar d. a trade show e. an incentive program 76. are electronic or print sources that provide contact and other information about many different companies or individuals. a. Manifestos b. Expert systems c. Directories d. Memorandums e. Referrals 77. In sales prospecting, directories are used for . a. entering the details of returns yielded from the sale of products b. establishing a daily schedule for conducting prospecting activities c. identifying and contacting leads d. registering specific information about the selling situation of customers Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue e. recording the outcomes of prospecting activities 78. Company sources for prospecting do not include a. company records b. advertising inquiries c. telephone inquiries d. social media e. trade shows

.

79. Smith Solutions is a business-to-business company that assists other business organizations in generating potential customers. The company provides businesses with detailed information about their potential clients. It also provides webbased marketing services to connect with the targeted clients. In this scenario, Smith Solutions provides services. a. corporate sourcing b. premium customer c. lead management d. clienteling e. customer lifecycle management 80. A salesperson's plan for gathering qualified potential customers is called a a. strategic prospecting b. tactical c. promotional d. operational compliance e. contingency

plan.

81. Paula, a salesperson, always wins the best salesperson award in her company. Paula's manager believes that her success is a result of a strategic prospecting plan. Which of the following statements supports this belief? a. She practices the hard-sell approach. b. She is friends with the other salespeople in her company. c. She has the best work ethics in her company. d. She sets aside five hours every week to identify potential customers. e. She is constantly engaged in cold calling.

82. In a strategic prospecting plan, which of the following is a reason salespeople set aside a specific amount of time for prospecting? a. It helps prevent other activities from creeping in and displacing prospecting activities. b. It helps develop confidence by allowing them to gain more product knowledge. c. It helps establish quotas for acquiring new prospects. d. It helps them track the results of different prospecting methods. e. It helps them compare the results obtained using different prospecting methods.

83. A(n) is a part of the strategic prospecting plan that records comprehensive information about a prospect, traces the prospecting methods used, and chronologically archives outcomes from any contacts with the prospect. a. tracking system b. directory Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue c. contingency system d. manual e. referral 84. A(n) system is a part of the strategic prospecting plan that can be as low-tech as a set of 3 X 5-inch note cards or employ one of the many computerized and online contact management or customer relationship management software applications. a. tracking b. enterprise c. contingency d. closed e. expert 85. Which of the following is true of evaluation in a prospecting plan? a. Evaluation allows salespeople to record comprehensive information about a prospect. b. Evaluation makes it easier to track results of different prospecting methods. c. Continuous evaluation can be employed to establish a regular daily schedule for conducting prospecting activities. d. Continuous evaluation should be employed to ensure that a salesperson is meeting prospecting goals and using the most effective prospecting methods. e. Evaluation helps develop a base of comprehensive knowledge and understanding about the profits made by a company using prospecting methods.

86. Which of the following is not included in a personal prospecting log? a. Name of the CEO b. Contact person c. Source of lead d. Outcome of the call e. Name of the organization 87. Which of the following should be done by a salesperson before meeting a prospect? a. They should call the prospect and state the price of the concerned product or service. b. They should call the prospect and ask for an order. c. They should send the qualified prospect a sales letter. d. They should gather basic information about the prospect. e. They should request a referral or letter of introduction from the prospect.

88. asic information about the buyer includes, name, title and contact information, educational and work backBasic information about the buyer does not include . a. buyer's name, title, and contact information b. buyer's educational and work background c. buyer's community and organizational involvement d. history of the buyer's business e. buyer's hobbies and interests Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 89. Basic information about a company does not include a. a buyer's educational background b. type of business c. history of the business d. number of employees e. target market served

.

90. Candace, a salesperson, has recently joined a company and is looking for information about prospective buyers.

Which of the following is basic information that Candace would need to obtain about the prospective buyers before meeting them? a. Their market knowledge b. The likelihood of obtaining a referral from the prospect c. Their hobbies and interests d. The competitors of the prospects' company e. Their preferred prospecting method 91. Steve, a salesperson in a communications company, is required to approach corporate companies that would be interested in his company's services. To ensure effective lead generation, Steve decides to collect some basic information about the company of one of the potential clients. In this scenario, Steve is most likely to collect information about the . a. likelihood of obtaining a referral from the potential client b. current supplier of the company c. number of employees in the company d. potential client's market and inventory knowledge e. potential client's preferred method of prospecting 92. In the context of gathering prospect information to prepare for sales dialogue, which of the following conveys specific information about the selling situation to the salesperson? a. The communication style of the buyer b. The buying process c. The buyer's preferred method of prospecting d. The likelihood of obtaining a referral from the buyer e. The extent of commoditization 93. If a salesperson is looking for specific selling situation information, the salesperson must gather information on the . a. communication style of the buyer b. current suppliers of the buyer c. buyer's preferred method of prospecting d. likelihood of obtaining a referral from the buyer e. buyer's inventory knowledge 94. In the context of gathering prospect information to prepare for sales dialogue, which of the following is considered specific information about the selling situation? a. The buyer's preferred method of prospecting Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue b. The communication style of the prospect c. The likelihood of obtaining a referral from the prospect d. The buyer's inventory knowledge e. The prospect's available budget 95. In the context of gathering prospect information to prepare for sales dialogue, which of the following is an example of specific information about the selling situation? a. The buyer's preferred method of prospecting b. The communication style of the prospect c. The prospect's motivation for buying d. The likelihood of obtaining a referral from the prospect e. The buyer's inventory knowledge 96. June, a salesperson in a pharmaceutical company, is required to approach organizations that would be interested in her company's products. To ensure efficient lead generation, June decides to collect some specific information about the selling situation. In this scenario, June is most likely to collect information about the . a. likelihood of obtaining a referral from the buyer b. buyer's preferred method of prospecting c. buying process d. communication style of the buyer e. extent of commoditization 97. Rosa is a salesperson who is meeting a prospect after a successful cold call. Rosa has already collected most of the basic information about her prospect. The best way for her to gather additional information about the prospect is . a. by questioning the prospect during sales dialogues b. by using social media sites as a source of information c. by learning about the products and services offered by the prospect's company d. by searching for information online and in print directories e. by developing and following a strategic prospecting plan 98. Which of the following technologies is a valuable tool for accumulating and updating prospect information on a regular basis? a. A customer relationship management system b. An event ticketing system c. An application programming interface d. A computer-integrated design system e. An enterprise resource planning system 99. Which of the following is true of a customer relationship management (CRM) system? a. It assists companies in accumulating and updating the information about their prospects. b. Its primary use is to identify and blacklist customers who act unethically. c. Its drawback is that it cannot be integrated with lead management software. d. It requires salespeople to manually enter information into the system. e. It is used by salespeople to track the sales activities of competing companies.

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue Answer Key 1. True 2. False 3. False 4. False 5. True 6. False 7. False 8. True 9. True 10. False 11. False 12. True 13. True 14. True 15. False 16. False 17. True 18. False 19. True 20. False 21. d 22. c 23. c 24. a 25. c Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 26. a 27. a 28. a 29. a 30. a 31. a 32. a 33. d 34. c 35. c 36. b 37. b 38. a 39. d 40. a 41. a 42. a 43. a 44. a 45. a 46. a 47. c 48. b 49. c 50. c 51. b Powered by Cognero

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 52. b 53. d 54. d 55. d 56. e 57. e 58. e 59. e 60. e 61. e 62. e 63. e 64. e 65. e 66. e 67. e 68. e 69. e 70. e 71. c 72. c 73. c 74. c 75. c 76. c

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Chapter 05: Strategic Prospecting and Preparing for Sales Dialogue 77. c 78. d 79. c 80. a 81. d 82. a 83. a 84. a 85. d 86. a 87. d 88. d 89. a 90. c 91. c 92. b 93. b 94. e 95. c 96. c 97. a 98. a 99. a

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Chapter 06: Planning Sales Dialogues and Presentations

Indicate whether the statement is true or false.

1. The term sales conversation is used interchangeably with sales call. a. True b. False 2. Sales calls and sales dialogues are the same thing. a. True b. False 3. Organized sales presentations should be tested for effectiveness, ideally with real customers, before they are implemented with the entire salesforce. a. True b. False 4. Many salespeople find that canned presentations are relatively ineffective to introduce their company, to demonstrate the product, or for some other limited purpose. a. True b. False 5. With multimedia sales presentations becoming more routine, written sales proposals are declining in importance. a. True b. False 6. Most buyers are willing to overlook poor spelling and grammatical mistakes in a written proposal as long as the product is beneficial and affordable. a. True b. False 7. Professionals who specialize in the creation of sales proposals believe that a proposal is likely to fail if it includes testimonials and endorsements about the selling company. a. True b. False 8. When conducting an organized sales dialogue, a salesperson should do most of the talking. a. True b. False 9. In an organized sales presentation, feedback from the prospect is discouraged; therefore, this format is more likely to offend a participation-prone buyer. a. True b. False 10. One reality of the organized sales presentation format is that it requires a knowledgeable salesperson who can react to questions and objections from the prospect. a. True Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations b. False 11. To engage in effective sales dialogue, salespeople assume what buyers need without asking them. a. True b. False 12. Similar to canned sales presentations, sales dialogues are scripted in advance. a. True b. False 13. Unless all the stages of the ADAPT process are completed, the customer value proposition will not contain enough detail to be useful. a. True b. False 14. The only objective that should be included in any sales dialogue planning is to get an order. a. True b. False 15. When writing preliminary customer value propositions, salespeople attempt to overcome price objections. a. True b. False 16. One of the disadvantages of using customer value propositions is that they are complex and difficult to understand. a. True b. False 17. Customer value propositions should be specific with respect to tangible outcomes. a. True b. False 18. The statement "Our product will help you increase your revenue" is an example of a good customer value proposition. a. True b. False 19. In giving a reason for granting an appointment, a well-informed salesperson can connect the prospect's primary buying motive to one of the benefits of the salesperson's offering. a. True b. False 20. When scheduling an appointment with a prospect, it is a good idea to specify the amount of time needed for the meeting. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

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Chapter 06: Planning Sales Dialogues and Presentations 21. A team from River Technologies is engaged in an in-person meeting with a team from Sales Time Inc. to discuss the purchase of computer hardware by Sales Time Inc. In this scenario, the two teams are engaged in . a. benchmarking b. a lockout c. suboptimization d. competitive depositioning e. a sales call 22. The ADAPT process means the salesperson has done all of the following except a. assessed the customer's situation

.

b. discovered the customer's needs, buying processes, and strategic priorities c. closed the sale d. activated the buyer's interest in solving a problem or realizing an opportunity e. helped the buyer project how value can be derived from a purchase 23. Which of the following is true of a sales call? a. It takes place when a buyer and a salesperson discuss business over a phone call. b. The call takes place over a defined period of time. c. The term sales conversation is used interchangeably with sales call. d. It may take place in a seller's place of business or at a trade show. e. It never takes place at a customer's place of business.

24. When planning an effective sales presentation, salespeople must . a. focus on their company's needs b. remember to seek customer commitment before beginning with the presentation c. list all possible benefits of their product on the slides so that they can read them out loud later d. remember that most prospects have the same needs and expectations e. focus on customer needs 25. A company's website can provide all of the following except a. individuals and their roles b. industry and business sector information c. the organization's background and profile d. recent announcements e. news releases 26. Before, during, and after a sale, a selling strategy must focus on a. how a customer defines value b. observing and measuring customer behavior or output c. ensuring that a prospect or customer makes a purchase d. satisfying immediate self-interests

.

.

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Chapter 06: Planning Sales Dialogues and Presentations e. a seller's efficiency and productivity 27. In the context of planning customer encounters, which of the following requirements should salespeople fulfill to maximize the probability of a successful outcome with buyers? a. Salespeople must conduct sales communications in the right environment. b. Salespeople must be evasive in their communications with buyers. c. Salespeople must obtain customer commitment before initiating communication. d. Salespeople must prioritize immediate self-interests over buyer needs. e. Salespeople must ensure that their communication with buyers is flat and technical.

28. The sales message varies little from customer to customer in a(n) a. directed b. written c. organized d. canned e. impromptu

sales presentation.

29. Which of the following sales presentations requires the least amount of buyer involvement or input? a. Directed b. Written c. Adaptive d. Canned e. Organized 30. Canned sales presentations do not include a. telemarketing calls b. memorized presentations c. automated presentations with graphics d. interviewing a buyer to assess needs e. scripted sales calls

.

31. American home builder Luxe & Co. uses automated presentations during trade shows to demonstrate its customizable homes and attract prospective buyers. In the context of sales communication, it can be said that Luxe & Co. most likely uses sales presentations. a. directed b. written c. adaptive d. canned e. organized 32. The Wilkins University uses automated presentations during education fairs to help prospective students get an idea about the different subjects offered and the facilities available on campus. In the context of sales communication, it can be said that the university most likely uses sales presentations. a. written b. directed Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations c. organized d. canned e. adaptive 33. In the context of sales communications, canned presentations fail to capitalize on the ability to a. communicate well orally b. keep in contact with the various members of the buying team c. demonstrate a solid track record d. adapt to different types of customers and various selling situations e. perform and deliver consistently at the required level of quality and quantity

.

34. Which of the following is a disadvantage of using a canned presentation for sales communications? a. It does not allow for formulation of appropriate responses during the presentation. b. It does not allow for anticipation of questions and objections in advance. c. It is usually incomplete and illogically structured. d. It tends to alienate buyers who want to participate in buyer-seller interaction. e. It can only be used by relatively experienced salespeople.

35. Canned presentations are unlikely to be an effective sales communications format when a. a selling company has to be introduced to a buyer b. salespeople are relatively inexperienced c. a new supplier has to be selected by a buyer d. the product line is broad e. buyers view written proposals as less credible

.

36. are referred to as complete self-contained sales presentations on paper, often accompanied by other verbal sales presentations before or after the delivery of these paper presentations. a. Unsolicited sales proposals b. Written sales proposals c. Canned sales presentations d. Formula sales presentations e. Organized sales presentations 37. As a relatively experienced salesperson, Felicia is aware of the different sales communication formats. One of her customers requests information such as features, benefits, legal information, timeframe, and pricing data about a particular product that Felicia is selling. For such a customer, Felicia should develop a(n) . a. directed sales presentation b. written sales proposal c. invitation for bid d. unilateral contract e. white paper proposal 38. Which of the following is a characteristic of written sales proposals? a. They remain consistent among buyers and are tested for effectiveness.

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Chapter 06: Planning Sales Dialogues and Presentations b. They are frequently used in competitive bidding situations. c. They are a temporary record of claims and intentions. d. They are usually associated with unimportant low-dollar-volume sales transactions. e. They include memorized and automated presentations.

39. A written sales proposal is most likely to be used as a sales communications format when a a. low-dollar-volume sales transaction has to take place b. prospect is selecting a new supplier c. company's salesforce is relatively inexperienced d. buyer does not want testimonials from a seller e. buyer wants a temporary record of a seller's claims and intentions

.

40. It is essential that salespeople do not overpromise to buyers on written sales proposals but still maintain a positive and supportive tone because written sales proposals . a. provide a permanent record of claims and intentions b. do not bind a selling organization to anything in particular c. are easy to write and do not take a lot of time to put together d. are always more effective than oral presentations e. do not have to vary from customer to customer 41. A written sales proposal is likely to fail when . a. it assumes what is important to buyers instead of clarifying it first b. it does not require buyers to interpret it c. customers know the selling companies d. it does not have a poor layout e. the material in the proposal matches the targeted prospect 42. The last section of a written sales proposal is a(n) a. implementation section with a timetable b. executive summary c. section on customer needs and proposed solution d. pricing and sales agreement e. seller profile

.

43. Which of the following is a way salespeople can create effective sales proposals? a. They should make their proposals as concise as possible. b. Their proposals should be completely technical. c. They should use seller jargon while writing proposals. d. They should not waste time in proofreading their proposals. e. Their proposals should exclude testimonials and endorsements.

44. Which of the following is a characteristic of an effective sales proposal? a. It serves an educational purpose. b. It includes seller jargon.

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Chapter 06: Planning Sales Dialogues and Presentations c. It is completely technical. d. It seldom includes testimonials and endorsements. e. It refrains from quantifying the value a seller offers.

45. An executive summary should . a. break down a proposal to its primary and distinct parts b. spell out a customer's problems, the nature of the proposed solution, and the resulting benefits to the customer c. offer a succinct overview and background of a firm, but emphasize only the company's capabilities d. guarantee making a sale e. present a sales agreement for a buyer to sign off on and complete 46. A good rule of thumb is that an executive summary should be limited to main body of the report is fewer than 50 pages in length. a. four b. two c. three d. five e. six

typewritten pages, especially if the

47. In a written sales proposal, the section that concisely explains a salesperson's understanding of a customer's position, problems, and needs is the . a. executive summary b. situation analysis c. implementation section d. sales agreement e. timetable section 48. Which of the following is a way to protect proprietary information required in a written sales proposal? a. Making it a technical data dump b. Including testimonials and endorsements c. Using a poor layout d. Placing a confidential notice on the cover e. Writing it in seller jargon 49. A selling organization is likely to copyright a written sales proposal when a. it wants a schedule of key implementation events to remain confidential b. the proposal includes testimonials and endorsements c. the proposal includes details of customer appointments d. it wants to protect proprietary information in the proposal e. the proposal is written in seller jargon

.

50. Which of the following sections of a written sales proposal includes testimonials, endorsements, and case histories of customers? a. Executive summary Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations b. Customer needs and proposed solution c. Seller profile d. Pricing and sales agreement e. Implementation section 51. Which of the following is true of the implementation section of a written sales proposal? a. It protects proprietary information. b. It is designed to build the customer value of a proposed solution. c. It may contain a contract and an order form. d. It presents pricing information and delivery options. e. It contains information about the selling company's capabilities.

52. In a written sales proposal, poor spelling and grammar imply that a. the proposal does not include testimonials and endorsements b. the proposal is a technical data dump c. the seller has little regard for attention to detail d. the customer does not know the seller e. the proposal includes seller jargon

.

53. A sales proposal is likely to be considered as effective when it . a. requires interpretation by the customer due to usage of the seller's company jargon b. has a logical flow that a customer can easily follow c. is written in a flat and technical manner d. uses the same template for all customers e. appropriately assumes what is important to a buyer, without asking the buyer 54. When evaluating a sales proposal before submitting it to a buyer, a salesperson needs to verify that the sales proposal is well-written and that it . a. successfully converts the tangibles into intangible b. proposes alternative sellers who can satisfy the buyer's unique business needs c. reflects what is important to the buyer, without asking the buyer d. reflects a superficial understanding of the buyer's business operations e. describes all of the seller's fees, prices, and expenses buyers will incur 55. When evaluating sales proposals, which of the following questions should be asked to measure the reliability of a sales proposal? a. Does the proposal present a solid business solution that meets a buyer's expectations? b. Does the proposal assure a buyer that a seller has the experience and capability required to fulfill the contract? c. Does the proposal provide a schedule with clear specification of major work activities? d. Does the proposal contain an executive summary that condenses the entire proposal into no more than 2–4 pages? e. Does the proposal match a seller's consultative selling process?

56. A(n) is a sales presentation that allows a salesperson to implement appropriate sales strategies and tactics based on customer research or information gathered during previous sales calls.

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Chapter 06: Planning Sales Dialogues and Presentations a. Persuasive sales proposal b. Written sales proposal c. Canned sales presentation d. Formula sales presentation e. Organized sales presentation 57. During organized sales dialogues (presentations), salespeople are able to propose and develop customized solutions once they . a. have convinced buyers to sign a sales agreement b. are sure of minimal buyer-seller interaction c. have signed a nondisclosure agreement with buyers d. have identified buyers' problems and needs e. are successful in persuading prospects or customers to make a purchase 58. Merrick is a salesperson for an e-commerce firm. His firm's customers are geographically distributed and speak different languages. They have different needs and different ways of interacting with him, such as through phone calls, emails, and on social media. Merrick would benefit the most from utilizing a(n) to reach them. a. canned sales presentation format b. layered image file format c. memorized sales presentation d. organized sales dialogue e. automated presentation 59.

allow flexibility to adapt to buyer feedback. a. Written sales proposals b. Formula sales presentations c. Organized sales presentations d. Persuasive sales proposals e. Canned sales presentations

60. Which of the following is a limitation of the organized sales presentation format? a. It is more likely to offend a participation-prone buyer. b. It lacks flexibility in its ability to address various sales situations. c. It discourages feedback from the prospect. d. It is vulnerable to diversionary delay tactics by the prospect. e. It forces a purchase decision in a more expedient fashion.

61. Which of the following should be avoided in writing an effective sales proposal? a. Present a compelling, relevant case for your offering b. Get to the point and make your proposal as concise as possible c. Quantify the value so prospects can financially justify their purchase decisions d. Present important details and make the entire proposal clear e. Write the proposal in the customer's language by using seller jargon Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations 62. The trust-based relationship selling presentation format is a form of a(n) a. organized sales presentation b. written sales proposal c. canned presentation d. request for proposal e. supplemental proposal

.

63. The two components of the trust-based relationship selling presentation format are a. need satisfaction and consultative selling b. functional attributes and psychological attributes c. desired selling and actual selling d. control loss and cybernetic feasibility e. zero-based budgeting and customer defection

.

64. Which of the following is true of the need development stage of the trust-based relationship selling presentation format? a. During this phase the buyer should be talking 60 to 70 percent of the time. b. It is the second stage of the trust-based relationship selling presentation format. c. In this stage, a salesperson increases a buyer's awareness about needs that might exist. d. This stage concludes with prospects confirming their needs. e. It is a good time to restate and clarify a prospect's needs.

65. In the need awareness stage of the trust-based relationship selling presentation format, . a. a buyer should be talking 60 to 70 percent of the time b. a salesperson must show how their product and its benefits will meet the needs of a buyer c. a salesperson increases a buyer's awareness about needs that might exist d. a buyer spends time creating a request for proposal e. a salesperson talks 80 to 90 percent of the time 66. During the need-fulfillment stage of the trust-based relationship selling presentation format, a. a buyer should be talking 60 to 70 percent of the time b. a salesperson must show how the product and its benefits will meet the needs of a buyer c. a salesperson increases a buyer's awareness about needs that might exist d. a salesperson restates and clarifies a buyer's needs e. a buyer spends time creating a request for proposal

.

67. Which of the following is true of a sales dialogue template? a. It is organized into three sections. b. It is scripted in advance. c. It is inflexible. d. It is not used to plan and assemble the information required of a salesperson. e. It is not meant to be a script for a sales encounter.

68. Simone is a salesperson who has customers that speak different languages and come from different cultures. She finds Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations it difficult to get her customers to trust her because of their ethnic and cultural differences. The best way for Simone to facilitate trust-building with her customers is by . a. creating a script to guide the sales dialogue b. sending them a written proposal that demonstrates high standards for excellence in format c. using canned presentations to interact with all her customers d. presenting a timetable to her customers that details a schedule of key implementation events e. making use of a flexible sales dialogue template to guide the sales dialogue 69. In the context of building trust through the use of sales dialogue templates, a salesperson can build trust through their . a. behavior b. contextual resilience c. external locus of control d. obscurity e. dissent 70. A sales dialogue template always starts with a. customer value proposition b. prospect information c. a sales call objective d. the ADAPT questioning process e. the RAP framework

.

71. In a sales dialogue template, the section lists all key people involved in the buying process, and provides their names, job titles, departments, and roles in the purchase decision. a. executive summary b. customer value proposition c. prospect information d. sales call objective e. pricing and sales agreement 72. The customer value proposition section of a sales dialogue template assumes that . a. having good intentions is enough to gain a buyer's trust b. not all participants involved in a buying process are influential c. customer needs and buying motives are essentially homogeneous d. the value proposition is likely to be modified prior to the purchase decision e. the value proposition is likely to be modified after a purchase decision has been made 73. Which of the following is a characteristic of good customer value propositions? a. Good customer value propositions tell a customer what a buyer wants to hear. b. Good customer value propositions make promises and guarantees to ensure that a customer places an order. c. Good customer value propositions use vague statements that make it easier for a salesperson to make a sale. d. Good customer value propositions are as specific as possible on tangible outcomes. e. Good customer value propositions only reflect on the product or service dimensions that a customer will pay Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations for.

74. A good customer value proposition should . a. have complicated statements with a large number of technical terms b. reflect on product or service dimensions that add value c. be based on a superficial customer assessment d. list all the benefits of a salesperson's offerings e. be as specific as possible on intangible outcomes that add value 75. A customer value proposition in the planning stage . a. lists all the benefits of a seller's offerings b. is not a guarantee c. is not a belief based on a salesperson's knowledge and best judgment d. functions as a script for a sales encounter e. is specific on intangible outcomes 76. Salespeople should practice the verbal communication of the customer value proposition with people not familiar with their business to . a. portray a seller's company in a favorable light b. make themselves fully aware of a prospect's needs c. check if the proposition can be easily recalled d. affirm the complexity of the proposition e. verify if the proposition is specific on intangible outcomes 77. Which of the following customer actions is an example of the fulfillment of a sales call objective? a. A salesperson researching a prospect b. A customer agreeing to participate in a test market c. A customer withholding specific information from a salesperson d. A prospect engaging in diversionary delay tactics e. A salesperson assuming a prospect's needs before interacting with them 78. Effective stories trigger the maximum response in the listener's brain by switching on all of the following mental faculties except . a. curiosity b. retaining facts and figures c. visual imagination d. emotion e. self-reflection 79. Which of the following is the best example of a product feature that would appeal to a buyer's rational buying motive? a. "Swayze watches come with a three-year warranty." b. "TidyUp detergents have a very appealing scent." c. "Javando's coffee is the country's favorite hot drink." d. "DWaves stereos are used by celebrities."

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Chapter 06: Planning Sales Dialogues and Presentations e. "ToothRelief toothpaste is the number one toothpaste in the world."

80. Arlene's customers are small business owners who have launched their operations recently. They are usually interested in purchasing products that help their companies save money. According to the purchase decision process, these prospects are driven primarily by . a. competitive depositioning b. rational buying motives c. emotional buying motives d. the benefits provided by the product e. the acceleration principle 81. Vitaly is a salesperson for National, a car company. During sales dialogues with potential customers, Vitaly usually talks about National being a premium car company that is extremely popular among the wealthiest people in the world.

Vitaly does this to . a. appeal to their customers' emotional buying motives b. appeal to their customers' rational buying motives c. state the benefits of buying a National car d. formalize the buying process e. outline a National car's must-have attributes 82. Which of the following examples is likely to appeal to a buyer's emotional buying motive? a. "Cowboy Fashions apparel is marketed by pop stars and young actors." b. "Texas T shirts are the lowest priced shirts in the market." c. "New light operating system should double your productivity." d. "Endurance batteries last two days longer than other batteries." e. "TeaTime drinks keep you awake all day."

83. Which of the following is a difference between emotional and rational buying motives? a. Rational buying motives of a prospect are easy to discover, while emotional buying motives are not. b. Rational buying motives include motives such as security and status, while emotional buying motives are related to the economics of the buying situation. c. In business-to-business selling, emotional motives are typically the most important buying motives, while rational motives are the least important. d. Rational motives are based on the features of a product, while emotional motives are based on the benefits obtained from the product. e. Prospects are more likely to share their emotional buying motives with a salesperson and less likely to share their rational buying motives.

84. A(n) is the added value or favorable outcome derived from features of a product or service a seller offers. a. benefit b. liability c. acknowledgment d. onus e. dossier Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations 85. According to a salesperson at Innovation Inc., the company's latest invention is a lightweight motor that supports mobile repair service strategy and is very portable. The ease of use allows technicians to complete more service calls per day, thus increasing impact on company profitability. In this scenario, the salesperson is highlighting the motor's . a. benefits b. faults c. drawbacks d. brand image e. expenses 86. Because buyers make in their decision processes, salespeople should be prepared for it. a. competitive comparisons b. uninformed judgements c. sales presentations d. requests for proposals e. value propositions 87. Rational buying motives typically do not relate to a. fear b. the economics of the situation c. cost d. profitability e. quality

.

88. In the context of planning sales dialogues and presentations, which of the following statements is true? a. It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues and presentations. b. It is essential to understand the competitive situation while planning sales dialogues and presentations. c. It is essential to plan sales dialogues and presentations before questioning a buyer using the ADAPT questioning system. d. It is essential to plan the sales dialogue and presentation in a manner that involves minimal buyer–seller interaction. e. It is essential to plan the sales dialogue and presentation in a manner that ensures the salesperson gets to speak most of the time.

89. Which of the following is true of a salesperson's agenda that is shared with a buyer at the beginning of a sales call? a. Buyers are usually satisfied with a proposed agenda and are not interested in modifying it. b. It may or may not have been previously agreed to by the buyer. c. It must be established after a salesperson has gathered more information for use in a sales dialogue. d. It must be formally written especially in sales situations involving one-on-one encounters with customers. e. It should not be flexible.

90. Claude is a newly appointed salesperson for B&J vacuum cleaners. It is his first day on the job and he is meeting his first prospective buyer, who seems interested in a product. Which of the following would be the best way for Claude to start the sales dialogue? a. Claude should talk about the price of the product.

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Chapter 06: Planning Sales Dialogues and Presentations b. Claude should introduce himself and his company. c. Claude should talk about the features and benefits of the product. d. Claude should talk about the strengths and weaknesses of B&J's competitors. e. Claude should demonstrate the product and help the prospect understand how the product meets their needs.

91. Salespeople demonstrate a customer orientation by . a. assuming customer needs without customer assessment b. showing sensitivity to customer needs and opinions c. conducting a superficial customer assessment d. focusing on testimonials and endorsements in a sales agreement e. asking for customer commitment before conducting a sales presentation 92. Which of the following is true of Section 8: Earn Prospect Commitment, of a sales dialogue template? a. It is the last section of a sales dialogue template. b. During this section, a salesperson introduces an agenda in a sales call. c. It involves a salesperson asking for a customer's purchase decision. d. It involves a salesperson preparing for questions and objections raised by a prospect. e. During this section, a salesperson focuses completely on pricing issues.

93. Reese, a salesperson, is almost always successful during the initial sales dialogue. Prospects usually respond to all of the questions that Reese asks, but he is rarely successful at closing a sale and getting a commitment from them. To which of the following can Reese's failure most likely be attributed? a. His proposals may not have adequate seller jargon. b. He may be interacting a lot more than required with his prospects. c. He may not be seeking a commitment from his prospects at the right time. d. He may be converting all intangibles to tangibles. e. His proposals may not be reflecting a superficial assessment of his prospects.

94. Once a salesperson has an appointment with the prospect and all the objectives have been established, the salesperson should send the to the customer. a. agenda b. sales template c. website address d. sales proposition e. follow-up action 95. Specifying the amount of time needed to make the sales presentation does all of the following except a. alleviates some of the anxiety a busy prospect feels b. alleviates the anxiety of spending scarce time c. helps the prospect if the salesperson suggests a time for the sales call d. helps the prospect if the salesperson suggests a date for the sales call e. allows the prospect to scan the entire calendar and search for an opening 96. Most initial sales calls on new prospects require a(n) is important.

.

, which indicates that the seller thinks the prospect's time

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Chapter 06: Planning Sales Dialogues and Presentations a. appointment b. flow c. standard d. motive e. appreciation 97.

is a good tool to assist a salesperson in effective time and territory management. a. Locus of control b. Initiating structure c. Competitive depositioning d. A request for proposal e. Setting appointments

98. Which of the following salespeople is likely to succeed in getting an appointment from a prospect? a. Roberto, who attempts to deliver sales presentations to prospects via phone calls b. Yael, who suggests a specific time when requesting for appointments with prospects c. Isabel, who drops in on prospects unannounced d. Frank, who requests an appointment but expects the prospect to suggest the time e. Avi, who requests an appointment but attempts to appeal to a prospect's buying motives using vague statements 99. Which of the following is a good example of a statement that would improve a salesperson's chances of getting an appointment with a prospect? a. "Our product will increase your revenue in a year." b. "Our product is popular among all your competitors." c. "Our product will speed up all your production-related activities." d. "Our product is easy to use and requires minimum maintenance." e. "Our product will increase your profit margins by 12 percent in a year."

100. Once a salesperson has an appointment with a prospect and all the objectives have been established, the salesperson should . a. record specific information on the prospect, such as the company name and key decision makers b. introduce themselves and familiarize the prospect with the salesperson's company c. proceed with questions designed to assess the prospect's situation d. send the sales agenda to the customer e. appeal to the prospect's primary buying motive by presenting the product's benefits

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Chapter 06: Planning Sales Dialogues and Presentations Answer Key 1. False 2. False 3. False 4. False 5. False 6. False 7. False 8. False 9. False 10. True 11. False 12. False 13. False 14. False 15. False 16. False 17. True 18. False 19. True 20. True 21. e 22. c 23. d 24. e 25. b Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations 26. a 27. a 28. d 29. d 30. d 31. d 32. d 33. d 34. d 35. d 36. b 37. b 38. b 39. b 40. a 41. a 42. a 43. a 44. a 45. b 46. b 47. b 48. d 49. d 50. c 51. c Powered by Cognero

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Chapter 06: Planning Sales Dialogues and Presentations 52. c 53. b 54. e 55. a 56. e 57. d 58. d 59. c 60. d 61. e 62. a 63. a 64. a 65. c 66. b 67. e 68. e 69. a 70. b 71. c 72. d 73. d 74. b 75. b 76. c

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Chapter 06: Planning Sales Dialogues and Presentations 77. b 78. b 79. a 80. b 81. a 82. a 83. a 84. a 85. a 86. a 87. a 88. b 89. b 90. b 91. b 92. c 93. c 94. a 95. e 96. a 97. e 98. b 99. e 100. d

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Chapter 07: Sales Dialogue: Creating and Communicating Value

Indicate whether the statement is true or false.

1. An effective sales presentation takes place prior to uncovering a buyer's needs. a. True b. False 2. The key to effective sales dialogue is to limit the involvement of the buyer. a. True b. False 3. Nonverbal cues are used to evaluate the buyer's interest and assess the progress of the sales dialogue. a. True b. False 4. Check-backs should be used after handling an objection. a. True b. False 5. In the context of a sales dialogue, the question, "Does that answer your concern?" is an example of a response check. a. True b. False 6. Buyers are typically interested in all of a product's features and benefits. a. True b. False 7. A major purpose of the use of the SPIN or ADAPT questioning process is to help salespeople identify the overall benefits for buyers. a. True b. False 8. Product benefits become confirmed benefits only when a buyer indicates they are of interest. a. True b. False 9. Varying pitch on key words minimizes the impact of a sales message. a. True b. False 10. Maintaining a constant rate of speech can add emphasis and guide buyers' attention to selected points of the presentation. a. True b. False 11. An anecdote is an example presented in the form of a story describing a specific incident. a. True Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value b. False 12. Analogies are useful for explaining something complex; they allow the buyer to visualize the concept in terms of something familiar and easy to understand. a. True b. False 13. Sales aids like multimedia presentations, videos, and product demonstrations increase a buyer's participation and involvement. a. True b. False 14. Sales aids such as photographs and illustrations are easy to produce and relatively inexpensive. a. True b. False 15. The use of electronic materials, such as multimedia presentations, should be avoided during presentations because they tend to be very distracting. a. True b. False 16. Testimonials are used extensively across industry and product/service types. a. True b. False 17. Statistics, testimonials, and case histories are examples of proof providers. a. True b. False 18. When selling to groups, it is essential to make all members of the group feel that their opinions are valuable. a. True b. False 19. It is to a salesperson's disadvantage if disagreements are handled during the presentation. a. True b. False 20. Alphonso, a salesperson at Florida Corp., prepares a presentation for a buying group. The presentation contains a lot of information that is essential to the buyer group. The best method for Alphonso to gain attention from the group is to scroll through the presentation while reading it out loud to the group. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

21. Which of the following does not describe an effective sales dialogue?

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Chapter 07: Sales Dialogue: Creating and Communicating Value a. Encourages buyer feedback b. Is unplanned and practiced by salespeople c. Engages and involves the buyer d. Supports customer value through objective claims e. Presents value in an interesting and understandable way 22. Austin, a salesperson at Silver Computer Corp., confirms that their prospective customer needs 50 new computers that offer high-quality graphics. During their sales presentation, Austin should . a. try to convince the buyer that their company's computers offer average graphics but are considerably less expensive b. try to convince the buyer that their company's computers offer high-quality graphics c. try to convince the buyer to focus on a computer's processor speed rather than its graphics d. talk about the importance of high-quality graphics in computers e. talk about how the prospective buyer can still be able to work without high-quality graphics 23. Which of the following is true of feedback from a prospective buyer? a. It helps salespeople create a successful canned sales presentation. b. It helps the buyer develop a positive perception of salespeople. c. It helps the buyer identify a product's benefits and value. d. It helps salespeople assess whether they have successfully responded to the buyer's concerns. e. It helps salespeople schedule preselling venues according to the buyer's interest.

24. An observant salesperson receives a great deal of continual feedback by a. using verbal supports such as comparisons and analogies in a sales dialogue b. planning and practicing a sales presentation c. assessing the buyer's nonverbal cues d. presenting a product's benefits and values e. attempting to engage buyers 25.

.

are questions salespeople use throughout a sales dialogue to generate feedback from the buyer. a. Check-backs b. Anecdotes c. Comparisons d. Analogies e. Sales aids

26. During a sales presentation, Chris, a salesperson at Chemicals Inc., presents a sequence of benefits of using Chemicals Inc. sanitizers. To assess the prospective buyer's level of interest in the company's sanitizers, Chris should use . a. anecdotes b. check-backs c. examples d. analogies e. sales aids Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value 27. Response checks and check-backs are most commonly used a. after the completion of a sales presentation b. after the response to an objection c. as a way to uncover the efficiency of salespeople d. when setting appointments e. to uncover objections

.

28. Iola, a salesperson at Western Corp., delivers a sales presentation on financial services that her company offers. In order to seek feedback from her prospects, Iola should make use of check-backs after she . a. finishes a feature-benefit sequence b. introduces herself c. assesses the prospective buyer's interest d. closes the purchase deal with the buyer e. finishes the sales presentation 29. Which of the following is true of check-backs? a. They limit buyer interaction. b. They maintain a one-way form of communication in a sales dialogue. c. They evaluate the level of a buyer's understanding. d. They facilitate the process of identifying buyer needs prior to the sales process. e. They facilitate the process of identifying product benefits and values.

30. The most effective use of check-backs is to . a. increase buyer interaction b. create a one-way sales presentation c. decrease buyer understanding d. keep the buyer on the right track e. evaluate the salesperson's level of understanding 31. A major purpose of the use of the for the buyer. a. 5-P Sales b. matrix c. SPIN or ADAPT d. prospect e. value-added sales

questioning process is to help the salesperson identify the confirmed benefits

32. Nathan, a salesperson at Adela's, approaches Phil in an effort to sell Adela's new air conditioner. Nathan indicates that he is interested in an air conditioner that can benefit him by consuming less electricity. In this scenario, the benefit indicated by Nathan is called a benefit. a. hidden b. potential c. confirmed d. closed Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value e. fringe 33. Brooke, a salesperson at Logan's, receives an order of 25 office copiers from Big Tech Financial Services. During a sales dialogue, Brooke identifies that the company is interested in copiers that include automatic document feeder. In this scenario, Brooke identifies a benefit of Big Tech Financial Services. a. potential b. confirmed c. fringe d. hidden e. response 34. An example of a(n) question is, "What are you currently doing to improve your customer satisfaction ratings?" a. assessment or situation b. discovery or problem c. activation or implementation d. projection or need payoff e. transition 35. Voice characteristics, examples and anecdotes, and comparisons and analogies are elements of a. sales aids b. verbal support c. active listening d. phonation e. proof providers 36. Salespeople can use verbal support elements to a. make a sales dialogue interesting b. reduce the duration of a sales presentation c. identify buyers' confirmed benefits d. provide proof of their claims of benefit e. evaluate prospective buyers' responses

.

.

37. Which of the following does a salesperson need to do in order to produce an understandable sales dialogue? a. A salesperson should allow another salesperson to take over the presentation halfway through. b. A salesperson should avoid the use of statistics. c. A salesperson should ask for a purchase commitment after every five minutes. d. A salesperson should minimize the use of sales aids. e. A salesperson should use verbal support elements during the sales dialogue.

38. Which of the following is true of varying voice characteristics in a speech? a. Providing less critical information at a fast pace fails to hold the attention of listeners. b. Varying the pitch often distracts listeners and forces their attention on the speaker rather than the message. c. Altering volume from loud to soft can grab and hold the buyer's interest.

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Chapter 07: Sales Dialogue: Creating and Communicating Value d. Increasing the rate of speed causes listeners to misunderstand a message. e. Maintaining a uniform pitch and speed ensures attention from listeners.

39. Which of the following is most likely to impair a salesperson's potential for making a sale? a. Continuous eye contact with the buyer b. Lack of passion in voice c. Use of examples and analogies in sales dialogue d. Lack of electronic media in sales aids e. Ability to assess buyers' nonverbal cues 40. A(n) is a brief description of a specific instance used to illustrate features and benefits of a product. a. example b. comparison c. analogy d. sales aid e. presentation 41. In the context of verbal support elements, which of the following is true of an example in a sales dialogue? a. It increases the buyer's level of interest in a product but fails to increase the buyer's understanding of the product. b. It illustrates the similarities between two points. c. It is either real or hypothetical in nature. d. It explains one product in terms of another. e. It is used to divert attention from a topic of interest.

42. Miriam, a sales manager at Odessa Coolers, is presenting her company's new automatic air conditioner to a group of buyers. She says, "If the temperature of a room is too cold or too warm, the air conditioner, upon switching on, will automatically adjust its settings and bring the temperature back to the desired state." In this scenario, Miriam has used a(n) to support her presentation. a. testimonial b. analogy c. anecdote d. example e. comparison 43. An anecdote is a type of a. comparison b. example c. analogy d. metaphor e. simile

.

44. In the context of verbal support elements, which of the following is true of comparison? a. It fails to increase a buyer's interest in a product. b. It points out and illustrates the similarities between two points.

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Chapter 07: Sales Dialogue: Creating and Communicating Value c. It is hypothetical in nature. d. It is presented in the form of a story describing a specific incident. e. It is used to divert attention from a topic of interest.

45. Santiago, a sales manager at Advanced Inc., presents his company's new range of advanced surveillance cameras to a group of prospective buyers. Tony claims that the company's new version of cameras has a zoom capacity ten times greater than its previous version. In the context of verbal support elements, Santiago uses a(n) to enhance his presentation. a. comparison b. anecdote c. example d. testimonial e. case history 46. A(n) explains one thing in terms of another. a. anecdote b. example c. sales aid d. analogy e. case history 47. An analogy is a special form of a. anecdote b. comparison c. analysis d. proof provider e. example

.

48. The key elements of a good story include all of the following except a. setting b. comparisons c. complications d. turning point e. resolution

.

49. While promoting his company's sales force automation software, Fausto, a salesperson at Rodriguez Inc., claims that using the software is like having a receptionist who will work for free. In this scenario, Fausto uses a(n) to explain the software. a. analogy b. anecdote c. testimonial d. example e. proof provider 50. Which of the following helps engage and involve buyers throughout a sales interaction?

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Chapter 07: Sales Dialogue: Creating and Communicating Value a. A detailed and lengthy sales presentation b. Incorporation of statistics as proof of claims of benefits c. A graphical representation of a product's sales d. Incorporation of sales aids like printed and electronic materials e. A continuous follow-up about the purchase decision 51. Which of the following is true of sales aids? a. They are equally effective for all products, selling situations, and buyers. b. They are most effective when developed for specific prospects and selling situations. c. They are used to identify buyers' needs and solutions. d. They are used to accelerate a sales presentation. e. They are aimed at a group of buyers rather than individual buyers.

52. Which of the following is an example of sales aids? a. Testimonials b. Statistics c. Case histories d. Product demonstrations e. Check-backs 53.

include sales aids in the form of printed materials, photographs and illustrations, and charts and graphs. a. Electronic materials b. Visual materials c. Product demonstrations d. Testimonials e. Proof providers

54. In the context of sales aids, printed materials such as brochures and catalogs are examples of a. electronic materials b. visual materials c. product demonstrations d. aural materials e. multimedia presentations

.

55. Max, a marketing executive at New Homes, issues a New Homes brochure to Phil, a prospective buyer. The brochure provided by Max must necessarily include . a. New Homes' financial reports b. Jake's contact details c. New Homes' customer testimonials d. Jake's income details e. Jake's educational qualifications 56. When preparing printed materials and visuals, a salesperson should a. put in as much information as possible

.

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Chapter 07: Sales Dialogue: Creating and Communicating Value b. avoid supportive evidence to minimize material space c. make sure each visual presents many ideas d. check for typographical and spelling errors e. use a variety of layouts in the visuals 57. Which of the following is true of photographs as sales aids? a. They are customized according to the needs of individual prospects. b. They do not provide a realistic portrayal of a product or service. c. They are easy to produce and inexpensive. d. They do not provide information about size, shape, and construction of an object. e. They are used to receive buyer feedback on a product.

58. Which of the following guidelines should be incorporated while preparing visual materials for sales presentations? a. Never leave any white space. b. Never use the same format throughout the presentation. c. Never use less than 14 lines per visual. d. Never read the presentation directly from the visual. e. Never use colors for functional purposes.

59. Which of the following tips for preparing visual materials should salespeople implement? a. Leave less white space in the visuals. b. Make sure each visual presents many ideas. c. Clearly label each visual with titles. d. Put in as much information as possible. e. Use a variety of layouts in the visuals.

60. Sales aids in the form of slides, videos, or multimedia presentations are referred to as a. product demonstrations b. product claims c. electronic materials d. scale models e. graphical representations

.

61. Greg, a salesperson, uses PowerPoint slides and video presentations when selling computers to a group of prospective buyers. He finds that this engages the buyers with the presentation and is more effective in making them understand the product’s features and benefits. In this scenario, which of the following sales aids does Greg use? a. Response checks b. Voice characteristics c. Electronic materials d. Product demonstrations e. Proof providers 62. Which of the following is true of electronic materials as a sales aid? a. Their use in the sales process has declined in recent years.

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Chapter 07: Sales Dialogue: Creating and Communicating Value b. They are expensive and difficult to produce. c. They do not involve product demonstrations and competitive comparisons. d. They can be customized for specific buyers. e. They do not provide a realistic portrayal of a product or service.

63. Which of the following types of sales aids provides a prospective buyer with an opportunity for hands-on experience on a product? a. Printed materials b. Photographs and illustrations c. Multimedia presentations d. Product demonstrations e. Charts and graphs 64. Which of the following is true of product demonstration as a sales aid? a. It should be conducted using the actual product rather than a model of the product. b. It should not be customized according to buyer specifications. c. It should not be conducted through any form of electronic multimedia. d. It should be ensured that the setup and removal of the product do not detract from sales presentation. e. It should be conducted in the presence of a large group of buyers and not before individual buyers.

65. A prospective buyer asks Brad, a salesperson at Sonic Technology, to demonstrate his company's new 3D printer.

Prior to the product demonstration, Brad should . a. make sure the product being demonstrated is typical of what is being recommended b. list all the features of the product verbally without using the actual product c. try to keep the customer from getting too involved in the demonstration of the product d. ask the buyer to refrain from touching the product e. ensure that the setup and knockdown are slow 66. Which of the following guidelines should a salesperson follow before a product demonstration? a. A salesperson should ensure that the product appears used and worn out. b. A salesperson should check for problem-free operation. c. A salesperson should never use the product prior to the demonstration. d. A salesperson should ask the buyer to refrain from touching the product. e. A salesperson should make sure the setup and knockdown are slow.

67. In the context of the effectiveness of presentation tools and sales aids, which of the following is the first step in the SPES Sequence? a. Summarize the contributions of the sales aid. b. State selling point and introduce the sales aid. c. Share the sales aid with other salespeople. d. State the positives and negatives of the sales aid. e. Sort the types of sales aid available to salespeople.

68. In the context of the effectiveness of presentation tools and sales aids, which of the following is the last step in the SPES Sequence?

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Chapter 07: Sales Dialogue: Creating and Communicating Value a. Summarize the contributions of the sales aid. b. State the selling point of the sales aid. c. Share the sales aid with other salespeople. d. State the positives and negatives of the sales aid. e. Sort the types of sales aid available to salespeople.

69. Reasons for using sales aids include all of the following except . a. decreasing the buyer's attention b. adding clarity and enhancing the prospect's understanding c. providing supportive evidence and proof to enhance believability d. augmenting the prospect's retention of information e. enhancing the professional image of the salesperson and selling organization 70.

are used to back up claims of benefits and value provided to a buyer. a. Product demonstrations b. Visual materials c. Analogies d. Proof providers e. Anecdotes

71. Which of the following is an example of proof providers? a. Printed materials b. Case histories c. Multimedia presentation d. Photographs and images e. Charts and graphs 72.

are facts that lend believability to claims of value and benefit. a. Statistics b. Testimonials c. Examples d. Analogies e. Anecdotes

73. Pam, a salesperson at Oasis Inc., delivers a sales presentation about the company's line of printing equipment. She provides prospective buyers with reports from state licensing bureaus and other authoritative sources supporting the performance of the product. In this scenario, which of the following proof providers is Pam using? a. Testimonials b. Comparisons c. Statistics d. Anecdotes e. Case histories 74. Which of the following is true of statistics as proof providers?

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Chapter 07: Sales Dialogue: Creating and Communicating Value a. They carry the lowest credibility when delivered from third-party sources. b. They are used in the form of statements from satisfied users. c. They are most effective when presented in a printed form rather than stated orally. d. They are presented in the form of anecdotes. e. They help prospective customers in establishing relationships with existing customers.

75. are proof providers in the form of statements from satisfied users of the selling organization's products and services. a. Statistics b. Confirmed benefits c. Testimonials d. Analogies e. Anecdotes 76. Which of the following is true of testimonials? a. They are complaints from prospective buyers of a company's products or services. b. They help salespeople in determining the needs of their prospective buyers. c. They are provided in the form of a story to make them interesting and understandable for prospective buyers. d. They are similar to statistics but in the form of statements from satisfied users. e. They help prospective customers in establishing relationship with existing customers.

77. Which of the following helps build trust and confidence among prospective buyers? a. Multimedia presentations b. Product demonstrations c. Printed materials d. Photographs e. Testimonials 78. A testimonial written in story form is known as a(n) a. customer statement b. case history c. analogy d. example e. comparison

.

79. Which of the following is an example of a proof provider in an anecdotal form? a. Sales aids b. Case histories c. Videos d. Illustrations e. Visual materials 80. Which of the following is true of case histories? a. They are useful in breaking the monotony of a long presentation.

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Chapter 07: Sales Dialogue: Creating and Communicating Value b. They are complaints from prospective buyers of a company's products or services. c. They help salespeople determine the needs of their prospective buyers. d. They help prospective customers establish relationships with existing customers. e. They are most effective when presented orally.

81. Case histories can weaken the credibility of a sales dialogue when they are a. unrelated to a salesperson's claims of benefit b. used to break the monotony of a long presentation c. used to clarify the issues raised by prospective buyers d. less than a minute long e. used to itemize a salesperson's claims of value

.

82. Authoritative, third-party sources whose statistics carry the highest credibility include all of the following except . a. independent testing organizations and labs b. professional organizations c. research companies d. testimonials e. government entities 83. The process of presenting one's product or service to individual buyers before a major sales dialogue with a group of buyers is known as . a. direct selling b. individual selling c. preselling d. sales presentation e. advertising 84. Which of the following is an advantage of preselling? a. Buyers can get a preview of sales presentation. b. Salespeople can determine individual and group interests. c. Salespeople can provide buyers with testimonials as proofs for claims of benefits. d. Buyers can nominate themselves to become the decision maker of their group. e. Salespeople can manipulate statistics according to buyer preferences.

85. For an effective group sales presentation, a salesperson should . a. refrain from interacting with the buyers until the end of the presentation b. greet the group as a whole instead of individually c. arrive early and greet individuals personally as they arrive d. connect with the buyers at a group level from the very beginning e. arrive at the location after the buying group has arrived 86. When selling to a buying group, a salesperson should arrive at the location before the group does to a. speak with the decision makers individually before the presentation begins Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value b. greet the group as a whole when the members enter the room c. establish a shared space where everyone is in charge of the meeting d. set up and check equipment and become familiar with the surroundings e. take a note of the seating preferences of the buyers 87. Which of the following signals territorial command by a salesperson? a. Maintaining constant eye contact with an individual buyer b. Arriving at a location before a buyer group does c. Delaying a sales presentation d. Communicating according to the buyer's language preferences e. Incorporating the use of sales aids in presentations 88. During a group sales dialogue, salespeople should . a. ensure that the group's decision maker has heard a question raised by one of the members b. limit eye contact with the decision makers c. ask a question to each member at the end of the sales dialogue d. speak primarily to the person identified as the decision maker e. use introductory remarks that recognize the individual interests of those present 89. When selling to groups, salespeople should . a. make periodic eye contact with everyone in the buying group b. limit eye contact to the decision makers c. defer answering tough questions to some other time d. learn to overlook the opinions of unimportant group members e. take only the opinions of the decision makers into account 90. When presenting to a group of buyers, which of the following tactics should be avoided by salespeople? a. Establishing periodic eye contact with individuals b. Arriving at a location before the buying group c. Using an overhead approach d. Engaging in preselling e. Identifying the decision maker in the group 91. Which of the following gives salespeople an appearance of nervousness? a. Establishing periodic eye contact with individuals b. Arriving at a location before the buying group c. Scanning rapidly from side to side d. Engaging in preselling e. Identifying the decision maker in the group 92. During a sales presentation, the most effective eye contact strategy for a salesperson is to a. maintain a constant stare with a group of individuals b. look at each individual for a few seconds c. look over the heads of the group of buyers Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value d. look at the floor in front of the salesperson e. scan rapidly from side to side 93. Which of the following is true of eye contact when selling to a buying group? a. When answering questions, the salesperson should rapidly scan the room from side to side. b. When asked a question, the salesperson should immediately look at notes and sales aids. c. The salesperson should maintain maximum eye contact with the established decision makers throughout the presentation. d. The salesperson should make eye contact with each individual for a few seconds over the course of the presentation. e. The salesperson should look just over the heads of the group while speaking.

94. Salespeople must be a. dominant b. submissive c. diplomatic d. aggressive e. interrogative

when handling disagreements between members of a buying group.

95. William, a salesperson, encounters a situation in which two individuals from the buying group disagree on a particular benefit of the product he is presenting. Which of the following tactics should William employ in this situation? a. He should be diplomatic and attempt to resolve the disagreement during the presentation. b. He should help resolve the issue at the end of the presentation. c. He should disregard the issue and continue with his presentation. d. He should always play an active role in any disagreement that arises. e. He should acknowledge the fact that each individual is entitled to an opinion and agree with the individuals.

96. During sales presentations, reading or overreliance on densely worded slides should be avoided by salespeople because . a. a speaker's voice may not be audible to an entire group of audience b. it fails to maintain contact with the audience c. it shifts the attention of the audience toward the salesperson d. it fails to adhere to the rules of sales presentation e. it considers the needs of diverse audiences

97. When delivering a presentation, standing to the left of the visual aid a. diverts the attention of the audience to the speaker b. makes it easier to direct attention to the visual aid c. makes it easier for the audience to view the presentation d. facilitates easier understanding of the sales message e. makes it easier to observe the audience's nonverbal cues

.

98. When delivering group presentations, which of the following communication tips should a salesperson keep in mind?

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Chapter 07: Sales Dialogue: Creating and Communicating Value a. The salesperson should make sure that all disagreements between group members are resolved outside the meeting. b. The salesperson should avoid reading through slides and other visual aids used in the presentation. c. The salesperson should always play a passive role in discussions between members of the buying group. d. The salesperson should pace about the room during the sales dialogue. e. The salesperson should stand to the right of the visual aids.

99. To handle questions that arise during a group dialogue effectively, a salesperson should a. request the group members to ask questions at the end of the sales dialogue b. listen carefully and maintain eye contact with the person asking the question c. attempt to provide an answer that does not encourage further questions from the group d. glance at sales materials when a person is asking a question e. provide an answer that is short and does not extend the duration of the sales dialogue 100. The advantage of preselling includes all of the following except a. revealing the roles of the individuals in the buying center b. knowing who the decision maker is c. learning who the influencer is d. closing the sale e. determining the group's interest and motives

.

.

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Chapter 07: Sales Dialogue: Creating and Communicating Value Answer Key 1. False 2. False 3. True 4. True 5. True 6. False 7. False 8. True 9. False 10. False 11. True 12. True 13. True 14. True 15. False 16. True 17. True 18. True 19. False 20. False 21. b 22. b 23. d 24. c 25. a Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value 26. b 27. b 28. a 29. c 30. a 31. c 32. c 33. b 34. a 35. b 36. a 37. e 38. c 39. b 40. a 41. c 42. d 43. b 44. b 45. a 46. d 47. b 48. b 49. a 50. d 51. b Powered by Cognero

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Chapter 07: Sales Dialogue: Creating and Communicating Value 52. d 53. b 54. b 55. b 56. d 57. c 58. d 59. c 60. c 61. c 62. d 63. d 64. d 65. a 66. b 67. b 68. a 69. a 70. d 71. b 72. a 73. c 74. c 75. c 76. d

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Chapter 07: Sales Dialogue: Creating and Communicating Value 77. e 78. b 79. b 80. a 81. a 82. d 83. c 84. b 85. c 86. d 87. b 88. e 89. a 90. c 91. c 92. b 93. d 94. c 95. a 96. b 97. b 98. b 99. b 100. d

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Chapter 08: Addressing Concerns and Earning Commitment

Indicate whether the statement is true or false.

1. Sales resistance is not a normal part of the sales process. a. True b. False 2. A prospect that does not question price, service, warranty, and delivery concerns is probably interested in buying a product or service. a. True b. False 3. Some buyers may raise objections during sales presentations because it is customary to do so. a. True b. False 4. Many purchasing agents have a motto never to buy on the first call with a salesperson. a. True b. False 5. Without a need, prospects have little or no reason to talk to a salesperson. a. True b. False 6. A salesperson should end the sales call if they see that the buyer sincerely believes they have no need for a product or service. a. True b. False 7. The question, "How do I know you'll meet our delivery requirements?" is an example of a need objection. a. True b. False 8. The statement "I have never heard of your company" is an example of a product objection. a. True b. False 9. Most salespeople feel that price objections are mostly raised in cases where buyers are not qualified properly. a. True b. False 10. While handling a price objection, the product's value must be established before the salesperson spends time discussing price. a. True b. False 11. After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing questions.

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Chapter 08: Addressing Concerns and Earning Commitment a. True b. False 12. When Kyo hears his customer say, "I need something a lot cheaper," they know that a product objection is being raised. a. True b. False 13. In the early days of sales, buyers and sellers were not always truthful with each other, and manipulation was the norm. a. True b. False 14. The important part of using the direct denial method of handling sales resistance is not to humiliate or anger the prospect. a. True b. False 15. In the boomerang method of overcoming sales objections, a salesperson responds to buyer objections by taking a softer, more tactful approach when correcting a prospect or customer's information. a. True b. False 16. The forestalling method of responding to buyer objections should be used only when there is a high probability that the prospect will indeed raise the objection. a. True b. False 17. The goal of the forestalling method of responding to objections is to turn an apparent deficiency into an asset or reason to buy. a. True b. False 18. A salesperson should always incorporate as many outstanding benefits of a product as possible into a sales presentation. a. True b. False 19. The continuous yes close technique for gaining commitment is a selling technique in which the salesperson makes the assumption that the buyer wants to make a purchase. a. True b. False 20. Research has shown that traditional techniques of earning commitment, such as standing-room-only close and fear close, are considered professional by most buyers. a. True b. False Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment

Indicate the answer choice that best completes the statement or answers the question.

21. In some situations, a salesperson cannot overcome resistance (e.g., delivery dates do not match; technology does not fit). Under these circumstances, what should the successful salesperson do? a. Gracefully end the sales call b. Keep trying to close the sale c. Use persuasive and aggressive sales techniques d. Try to secure a trial commitment e. Explain that the buyer is wrong not to buy a product or service 22. Which of the following is true of sales resistance? a. It refers to the external factors that prevent a prospect from purchasing a product. b. It must be viewed as an opportunity to sell. c. It is the unfavorable reaction of a salesperson to a prospect’s conduct. d. It is an emotional state brought on through miscommunication. e. It can be shown by both a prospect and a salesperson.

23. While preparing to handle objections from buyers, salespeople should remember that a. they should be treated as questions b. they are not a normal part of the sales process c. they usually reflect a rejection of a product d. they indicate that a buyer is not fully involved in the buying process e. they occur solely because of errors in a sales presentation

.

24. Which of the following statements is not true about sales resistance? a. It is the salesperson’s job to uncover a client’s objections. b. It is difficult for a salesperson to earn commitment if the buyer has concerns. c. Buyer concerns close the dialogue between the salesperson and the prospect. d. The salesperson must overcome all objections. e. Overcoming objections strengthens long-term relationships.

25. Phil is a sales representative for an industrial equipment company. He plans to meet as many prospective buyers as possible to reach his sales target. Phil can expect sales resistance from prospects when . a. they want to avoid the sales interview b. they have been qualified properly c. they are not happy with the product they are currently using d. they want to have a one-on-one sales interview e. they know that they have a dire need for the product that Mike is offering 26. Which of the following takes place when a salesperson does not prospect or qualify properly? a. Both the salesperson’s time and the buyer’s time are wasted. b. It takes a long time to close a sale with any prospect. c. The salesperson spends more time preparing the sales dialogue. d. Sales targets increase.

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Chapter 08: Addressing Concerns and Earning Commitment e. The salesperson has to resort to cold calling.

27. A prospect who tends to deliberately say no during the first few sales calls to test a salesperson’s persistence. a. resists change because of a dislike for making decisions b. objects because it is a matter of custom c. has not been properly qualified d. wants to avoid a sales interview e. fails to recognize a need 28. If a prospect does not want to change the current way of doing business, a salesperson should a. help the prospect understand that there is a better solution than the one currently used b. call on the prospect frequently to let the prospect know that the salesperson is serious c. ask questions to verify the prospect’s interests d. set appointments to become part of the buyer’s daily routine e. show evidence that sparks the prospect’s interest

.

29. François is a salesperson for a payroll processing company. He has found that some of his prospects raise objections even when it is clear that the solution he is presenting will work and is worth the price. He has realized that the prospects feel comfortable with their current payroll processing systems and are hesitant to adopt the technology proposed by François. In this scenario, which of the following is most likely a reason the prospects raise objections? a. The prospects want to avoid the sales interview with François. b. The prospects fail to recognize a need. c. The prospects lack information. d. The prospects resist change. e. The prospects perceive Brian as untrustworthy.

30. Paula is a salesperson for LLC Computers and is having trouble making sales. Her customers consistently bring up need objections, and she is rarely able to overcome them. In this scenario, it is most likely that Paula . a. needs to improve her prospecting and qualifying skills b. is not spending enough time presenting the features and benefits of the products c. needs to find a way to lower the price of the products she is selling d. does not know the products well enough to sell them e. is working with customers who are loyal to a different supplier 31. Many buyers have been conditioned to say automatically, “I do not require your product.” Buyers who say this are most likely raising a objection. a. need b. company c. service d. source e. product 32. Ana is approached by a door-to-door salesperson selling household cleaning equipment. As the salesperson begins to demonstrate a vacuum cleaner, Ana tells the salesperson, “The equipment I have is still good.” In this scenario, Ana is most likely raising a objection.

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Chapter 08: Addressing Concerns and Earning Commitment a. need b. service c. source d. company e. product 33. A objection is resistance to a commodity because a buyer does not like the way it looks or feels. a. source b. price c. need d. company e. product 34. During a sales presentation, when a buyer says, “The problem is that the specifications do not match what we have now,” the buyer is most likely expressing a objection. a. source b. time c. need d. company e. product 35. Pierre, a salesperson for a food processor manufacturing company, is selling his company’s new juicer to prospective customers. Most of his prospects feel that the juicer is too bulky and is not easy to clean. In this scenario, which of the following types of objections are Pierre’s prospects raising? a. Time b. Company c. Need d. Product e. Source 36. Catherine, a salesperson for a sewing machine manufacturing company, makes a sales presentation for the representatives of a clothing company. During the presentation, a few of the representatives raise an objection regarding the fact that a maintenance agreement would not be included in the business deal. Which of the following objections does Catherine most likely face in this scenario? a. Time b. Company c. Need d. Service e. Source 37. Adele goes to a furniture store to purchase a couch for her new home. A salesperson at the store shows her the best pieces but is unable to make a sale. Although Adele confesses that she likes the color and the design of the various couches, they do not seem to be ergonomically efficient. Which of the following objections is exemplified in this scenario? a. Time Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment b. Company c. Need d. Product e. Source 38. A buyer expressing sales resistance to a particular seller because of loyalty to another supplier is raising a objection. a. time b. price c. source d. product e. need 39. Which of the following statements illustrates a source objection? a. “Ask me again next month when you stop by.” b. “We feel the packaging is too bulky.” c. “We are perfectly happy with the brand that we are currently using.” d. “I need something a lot cheaper that what you are offering.” e. “The product is incompatible with the current system I have.”

40. Which of the following types of objection is a resistance to a product or service that results when a buyer is unfamiliar with the product’s company? a. Service b. Time c. Source d. Price e. Need 41. Rose receives a call from a female sales executive offering products of a brand called Pleoni. As soon as the sales executive begins briefing her about the products, Rose interrupts her and lets her know that she has already had a bad experience with the salesperson’s company. She informs her that the last time she had purchased from that company, she had received a damaged product and that the company had not handled the matter properly. Based on the given information, it can be said that Rose is raising a objection. a. price b. time c. source d. stalling e. need 42. Doran & Sons, a food processing company, landed in legal trouble for engaging in some fraudulent activities such as land encroachment and bribery. This news was widely circulated in the media, and the matter turned into a high-profile case. Although the case was subsequently settled out of court, the company’s sales dropped severely after the debacle.

Based on the given information, which of the following sales objections is Doran & Sons most likely to face from its prospects? a. Service Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment b. Stalling c. Source d. Product e. Need 43. Professional salespeople . a. focus on closing a sale quickly and moving on to new customers b. do not probe into the financial concerns a buyer expresses in purchasing a product c. never criticize their competitors d. talk at customers rather than with customers e. use the transaction-focused method of traditional selling rather than customer-focused relationship selling 44. Which of the following is true of source objections faced by a salesperson? a. They are a request for the salesperson to justify to a prospect how the latter can work a purchase into their budget. b. They lead the salesperson into believing that a prospect is going to buy in the future, but not today. c. They are also known as stalling objections. d. They are one of the hardest objections to overcome. e. They can be overcome by criticizing the salesperson’s competitors.

45. A buyer who says, “Your company is too small to meet my needs” is expressing a a. stalling b. time c. source d. need e. product

objection.

46. When a prospect tells a salesperson “We have been buying from another supplier that meets our budget constraints,” they are most likely raising a objection. a. need b. price c. time d. product e. service 47. The term a. need b. price c. time d. product e. source

objection refers to resistance to a product based on the cost of the product being too high for a buyer.

48. Most sales experts agree that a. need

is the most common form of buyer resistance.

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Chapter 08: Addressing Concerns and Earning Commitment b. price c. time d. product quality e. service orientation 49. When a prospect raises a price objection regarding a product, a salesperson should a. speak about the brand value of the product’s company b. cite how the benefits of the product outweigh its cost c. assign the prospect to a senior salesperson d. immediately start bargaining the price with the prospect e. immediately end the sales call 50. The term a later date. a. stalling b. company c. need d. product e. source

.

objection refers to resistance to a product or service in which a buyer puts off the decision to buy until

51. Mari is a salesperson for a pharmaceutical company. During sales calls with prospective buyers, she often hears the statement, “Give me a couple of weeks to think it over.” In the context of sales resistance, this statement is most likely an example of a objection. a. time b. price c. need d. product e. source 52. Lenora is a salesperson for a cosmetics company. She is responsible for handling a kiosk that has been set up in a local mall to exhibit her company’s products. After she makes a sales presentation to one of the prospects in the mall, the prospect tells her “I have not made up my mind. I will come back later.” In this case, the statement made by the prospect represents a objection. a. time b. price c. need d. product e. source 53. An example of a time objection is . a. “Ask me again next month when you stop by” b. “I need something a lot cheaper” c. “I have never heard of your company” d. “A maintenance agreement should be included” e. “I do not need any” Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment 54. Nitza, a salesperson in a hardware manufacturing company, makes a sales pitch to the representatives of a tractor manufacturing company. She receives a reply from one of the representatives stating that they do not want to commit to buying until they have had a word with their chief engineer and the operations department. In this case, Nitza faces a objection. a. time b. service c. company d. product e. source 55. The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to a. keep the sales dialogue positive b. close a sale c. end the sales dialogue d. qualify prospects e. deny an objection

.

56. Paul is a salesperson for Xaim Chemicals and is faced with a buyer objection. According to the LAARC method, the first thing Paul needs to do is . a. forestall b. ask confirmatory questions to the buyer c. respond to the objection d. listen carefully e. assess the objection 57. In the LAARC method of overcoming sales resistance, after a salesperson responds to a buyer’s resistance based on the understanding of what and why the buyer is resisting, the salesperson should . a. engage in forestalling b. do response checks to make sure that the buyer’s concerns have been adequately met c. make a red light statement to the buyer d. ask assessment questions to understand the problem better e. acknowledge that they appreciate and can understand the concern 58. Clement is a salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Clement listens to the objection carefully. According to the LAARC method, which of the following should Clement do immediately after listening to the prospect’s objection? a. He should engage in forestalling. b. He should ask assessment questions to the prospect. c. He should acknowledge the objection. d. He should respond to the objection. e. He should ask confirmatory questions to the prospect.

59. Frances, a salesperson for Sol Computers, is faced with an objection from one of her prospects. The prospect says that the graphics capability of the computers does not meet his requirements. Frances listens to the objection and makes it Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment known to her prospect that she has received the message. According to the LAARC method, which of the following should Frances do next? a. Engage in forestalling b. Assess the objection c. Ask confirmatory questions to the prospect d. Respond to the objection e. Make a red light statement to the buyer 60. Which of the following statements is not true about listening? a. Anticipating what buyers are going to say and cutting them off should be avoided. b. Adding a premature response without listening should be encouraged. c. Salespersons should learn to listen. d. Buyers are trying to tell the salesperson what they consider important. e. Listening is more than being polite or professional.

61. is a response to buyer objections in which the salesperson answers the objection during the sales presentation before the buyer has a chance to ask it. a. Forestalling b. Priming c. The translation technique d. The reinforcement technique e. The compensation technique 62. Eve, a salesperson for Texas Industrial Equipment, likes to address certain buyer objections before a buyer brings them up. In this scenario, Eve most likely uses the method of handling resistance. a. forestalling b. indirect denial c. boomerang d. questioning e. compensation 63. A salesperson who takes a soft and tactful approach to correct a prospect’s information is using the handling objections. a. indirect denial b. forestalling c. translation d. compensation e. third-party reinforcement

method of

64. The best way to utilize the method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer. a. indirect denial b. forestalling c. translation d. compensation Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment e. boomerang 65. The method is a response to buyer objections in which a salesperson converts a prospect's objection into a reason the prospect should buy. a. forestalling b. priming c. boomerang d. questioning e. compensation 66. Harold is interested in buying ten new cars for his company. He likes a particular car that a salesperson shows him but expresses concern about the fact that the car’s engine is not as powerful as the other cars he is considering. Which of the following best illustrates the salesperson’s use of the translation method to handle Harold’s concern? a. “Yes, the engine is less powerful, but the car comes with several other features you said you wanted.” b. “Because the engine is less powerful, it is more fuel efficient, which means your company will save money.” c. “You’re mistaken; the engine has the same power as the other cars you are considering.” d. “Why do you want an engine that has more power?” e. “Actually, most of our customers think the engine isn’t that powerful, but it is as powerful as the engines of other cars in the same range.”

67. Xi, a salesperson for North Industrial Equipment, finds that most of his customers express resistance based on the fact that North’s delivery time is one week longer than the delivery time of most of its competitors. Xi usually handles this objection by acknowledging the objection and then balancing it by listing the benefits of North’s products. In this scenario, Xi uses the method for handling resistance. a. forestalling b. direct denial c. translation d. boomerang e. compensation 68. Finton has a testimonial from a highly respected customer that counters the rumor that Finton’s company does not have a strong research and development department. With which of the following types of objection handling methods is Finton most likely to use the testimonial? a. Indirect denial b. Questioning c. Translation d. Compensation e. Third-party reinforcement 69. The technique is a response to buyer objections in which a salesperson uses opinions or data from a mediating source to help overcome the objection and reinforce the salesperson's points. a. forestalling b. indirect denial c. translation d. questioning Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment e. third-party reinforcement 70. In the method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product. a. forestalling b. direct denial c. translation d. coming-to-that e. feel-felt-found 71. June, a salesperson in a textile manufacturing company, makes a sales pitch to a representative of a garment manufacturing company. During the sales presentation, June shows the representative a few samples of the new fabric that June's company recently introduced in the market. The representative, however, expresses concern that her customers may not be keen on wearing clothes made of those fabrics. June responds to this by saying, "I can certainly understand your apprehensions. Phil, from a company similar to yours, had the same concerns initially. However, we recently received feedback from him, and he says that his customers love the clothes made from the new fabric." In this case, June uses the method to handle sales resistance. a. forestalling b. direct denial c. translation d. coming-to-that e. feel-felt-found 72. Which technique to answer sales resistance counterbalances the objection with a benefit? a. Questioning b. Assessing c. Compensation d. Translation e. Direct denial 73. Esmail, a salesperson in an electronics manufacturing company, makes a sales presentation to the owner of a smallscale company. At a particular point during the presentation, the prospect raises an objection stating that he has some concerns about the maintenance agreement. Esmail acknowledges his concern and lets him know that he will address it at the end of his presentation. In this scenario, Esmail uses the method of handling sales resistance. a. forestalling b. indirect denial c. compensation d. coming-to-that e. feel-felt-found 74. Just before moving into the securing commitment and closing stage of the selling process, a salesperson should . a. review all benefits of the product with the customer b. summarize the confirmed benefits of greatest interest to the customer c. use the opinion of a third person to help reinforce the salesperson's sales points Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment d. remind the customer of their concerns e. listen to the customer's objections 75. The statement, "I did not realize you delivered every day" made by a buyer can be considered a a. commitment signal b. red light signal c. trial commitment d. confirmed benefit e. direct commitment

.

76. Sydney, a salesperson for an agricultural equipment manufacturing company, makes a sales presentation for one of their prospects. Halfway through the sales presentation, while Sydney is still discussing the benefits of a particular tool, the prospect picks up the tool and begins to study it intently. The prospect looks at it from different angles and tests its weight. In this case, Sydney should take this nonverbal act of the prospect as a . a. commitment signal b. red light signal c. trial commitment d. confirmed benefit e. direct commitment 77. is a question designed to determine a prospect's reaction without forcing the prospect to make a final yes or no buying decision. a. A commitment signal b. The direct commitment c. A trial commitment d. The T-account commitment e. A summary commitment 78. Which of the following is true of a trial commitment? a. It involves the use of yes/no questions to assess a prospect's readiness to buy. b. It is considered an inappropriate technique for determining the attitude of a prospect. c. It can be used by a salesperson to gain confirmed benefits. d. It refers to a prospect's commitment to a salesperson to use their product on a trial basis. e. It should be used sparingly during a sales presentation.

79. When a salesperson asks a buyer, "Do you see how this product will benefit your organization?" the salesperson is using a . a. commitment signal b. red light statement c. trial commitment d. success story commitment e. summary commitment 80. The statement, "The price is higher than I thought it would be" should be viewed by a salesperson as a(n) a. indirect commitment Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment b. red light statement c. trial commitment d. commitment signal e. firm rejection 81. The statement, "I do not see the advantage of going with your proposal" should be viewed by a salesperson as a(n) . a. indirect commitment b. red light statement c. trial commitment d. commitment signal e. firm rejection 82. Rosa, a salesperson for New York Technologies, has just heard her prospect make a red light statement. This means that . a. it is unlikely she will get the sale b. she has an objection to handle c. she should assign her prospect to a senior salesperson d. the prospect wants her to stop selling e. the prospect is ready to make a purchase 83. In the technique, a salesperson asks a customer to buy in a forthright manner. a. assumptive close b. direct commitment c. legitimate choice d. boomerang e. continuous yes close 84. A straightforward method to earn buyer commitment is the a. assumptive close b. minor-points close c. T-account d. success story commitment e. direct commitment

method.

85. The question, "Would you like to place an order today?" is an example of which method to earn commitment? a. Direct commitment b. Boomerang c. Summary commitment d. Balance sheet commitment e. Alternative choice 86. In the technique, a salesperson asks a prospect to select from two or more options during a sales presentation. a. direct commitment Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment b. boomerang c. summary commitment d. alternative choice e. balance sheet commitment 87. Sandy, a salesperson in a computer manufacturing company, has been trying to acquire a high-profile customer in the market. She has made a couple of sales calls to the prospective customer in the past. Now, in an attempt to close the sale, Rosa makes a final call to the prospect and outlines all the major benefits that the prospect has confirmed over the previous sales calls. Which of the following selling techniques does Sandy use in this scenario? a. Direct commitment b. Boomerang c. Balance sheet commitment d. Summary commitment e. Alternative choice 88. When a salesperson tells a customer, "Let’s make a list of the pros and cons associated with purchasing this product," the salesperson is using the technique to earn commitment. a. direct commitment b. boomerang c. summary commitment d. balance sheet commitment e. alternative choice 89. In the commitment technique, a salesperson relates how another customer had a problem similar to the prospect's and solved it by using the salesperson's product. a. summary b. probing c. success story d. balance sheet e. alternative choice 90. Emily, a salesperson for a cosmetics company, is selling the company's new range of anti-acne products. While selling to prospective customers, she explains how one of her previous customers was hesitant to buy the product initially but was very happy with the results when she finally gave the product a try. In this scenario, Emily is using the commitment technique of earning commitment. a. summary b. probing c. success story d. balance sheet e. alternative choice 91. If a salesperson fails to earn a buyer's commitment initially, the salesperson should a. send the buyer to a senior salesperson b. thank the buyer for the time spent c. attempt to get another appointment with the buyer Powered by Cognero

.

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Chapter 08: Addressing Concerns and Earning Commitment d. ask a series of questions to reveal why the buyer is resistant to purchase e. explain the features and benefits of the product again 92. In the close technique, the salesperson puts a time limit on the client in an attempt to hurry the decision to close. a. minor-points b. continuous yes c. assumptive d. standing-room-only e. fear or emotional 93. Smitha goes to an accessory store and tries on a particular watch. She likes the watch, but owing to budget constraints, she decides to come back to the store the following week to purchase it. The salesperson at the store, however, tells her that the manufacturing company is planning to revise the prices of that particular range of watches and that it would be wise of Smitha to buy the watch now rather than later. In this scenario, the salesperson is most likely using the close method to earn commitment. a. minor-points b. continuous yes c. assumptive d. standing-room-only e. fear or emotional 94. Which of the following is a traditional method of earning commitment? a. Third-party reinforcement b. T-account commitment c. Success story commitment d. Assumptive close e. Boomerang 95. Nasreen, a salesperson for an electronics company, completes a sales presentation with a buyer and then immediately places an order form before the buyer. She takes it for granted that the buyer has already made a purchase decision based on her presentation. In this scenario, Nasreen most likely uses the method. a. third-party reinforcement b. T-account commitment c. success story commitment d. assumptive close e. minor-points close 96. In the close method, the salesperson tells a story of something bad happening if a purchase is not made by the buyer. a. continuous yes b. standing-room-only c. assumptive d. emotional e. minor-points Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment 97. Finbar plans to repaint his house for the holidays. He goes to a paint store and picks up two inexpensive tins of yellow paint. The salesperson at the store, however, tells Finbar to buy the more expensive paint available at the store and warns Finbar that if he does not buy the more expensive paint, he is bound to encounter the problem of dampness, ugly stains, and paint peeling sooner or later. He also tells Finbar that these problems will cost him his savings. In this scenario, the salesperson is most likely using the close method to earn commitment. a. continuous yes b. standing-room-only c. assumptive d. fear e. minor-points 98. A traditional method of earning commitment is the a. third-party reinforcement b. T-account commitment c. success story commitment d. continuous yes close e. boomerang 99.

method.

are a good way to test a prospect’s readiness to buy. a. Open-ended questions b. Red light statements c. Closed-ended questions d. Direct commitments e. Indirect denials

100. Which of the following is not an outdated closing skill? a. Overemphasizing the importance of gaining a commitment b. Placing emphasis on a salesperson’s closing skills c. Making several sales calls to make an initial sale d. Closing the sale early and often e. Firing one closing argument after another at the beleaguered client

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Chapter 08: Addressing Concerns and Earning Commitment Answer Key 1. False 2. False 3. True 4. True 5. True 6. False 7. False 8. False 9. False 10. True 11. False 12. False 13. True 14. True 15. False 16. False 17. False 18. False 19. False 20. False 21. a 22. b 23. a 24. c 25. a Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment 26. a 27. b 28. a 29. d 30. a 31. a 32. a 33. e 34. e 35. d 36. d 37. d 38. c 39. c 40. c 41. c 42. c 43. c 44. d 45. c 46. b 47. b 48. b 49. b 50. a 51. a Powered by Cognero

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Chapter 08: Addressing Concerns and Earning Commitment 52. a 53. a 54. a 55. a 56. d 57. b 58. c 59. b 60. b 61. a 62. a 63. a 64. a 65. c 66. b 67. e 68. e 69. e 70. e 71. e 72. c 73. d 74. b 75. a 76. a

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Chapter 08: Addressing Concerns and Earning Commitment 77. c 78. c 79. c 80. b 81. b 82. b 83. b 84. e 85. a 86. d 87. d 88. d 89. c 90. c 91. d 92. d 93. d 94. d 95. d 96. d 97. d 98. d 99. a 100. c

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Chapter 09: Expanding Customer Relationships

Indicate whether the statement is true or false.

1. Processing requests for rush deliveries does not affect long-term buyer–seller relationships. a. True b. False 2. Focusing on short-term orders is important to convert new customers to committed lifetime customers. a. True b. False 3. For effective follow-up, a salesperson should maintain contact with only one individual in the buying organization. a. True b. False 4. Technology-based salesforce automation tools help salespeople track and improve service to their accounts, ensuring and enhancing customer satisfaction. a. True b. False 5. Many customers feel neglected once they place an order with a company because the salesperson is less attentive after the sale is completed. a. True b. False 6. Once an economic relationship is established, the salesperson does not need to provide high-quality information to their customers continually. a. True b. False 7. A salesperson's job of educating and satisfying the buyer stops once the sale is concluded. a. True b. False 8. After a sale is made, one of the best ways to provide useful information to the customer is by a personal visit. a. True b. False 9. Unless the delay in the delivery of an order is going to be very long, it is unwise to alert the buyer about delivery delays. a. True b. False 10. Training customer personnel is always included in the price terms of sales agreements. a. True b. False

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Chapter 09: Expanding Customer Relationships 11. Customer training does not require the assistance of a company trainer or engineer even if a product is technical. a. True b. False 12. A salesperson should avoid critical encounters with buyers. a. True b. False 13. Salespeople must build relationships to the point where buyers will not hesitate to speak their minds if they are unhappy with the service. a. True b. False 14. One way for a selling firm to expand collaborative involvement with its customers is to host social engagements with them. a. True b. False 15. Brainstorming sessions with customers demonstrate a willingness to listen and show that the company cares about its customers. a. True b. False 16. One of the ways to enhance customer value is to be reactive when dealing with customers. a. True b. False 17. A salesperson’s goal should be to meet customer expectations and not exceed them. a. True b. False 18. Customers do not care about slogans and service claims until something happens to them. a. True b. False 19. A customer can be turned onto an organization by meeting many caring “can-do” people. a. True b. False 20. Reliability, warmth, and friendliness are attributes that buyers expect in a salesperson. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

21. Which of the following statements is true of salespeople who engage in traditional selling?

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Chapter 09: Expanding Customer Relationships a. They think that their job is over when they close a sale. b. They move on to new prospects only once the current order is delivered to the customer. c. They rely on integrative, win–win, and collaborative negotiation. d. They focus on maintaining long-term relationships with customers. e. They engage in a high level of problem-solving activity.

22. In the context of sales, the lifeline of an organization today is a. niche marketing b. repeat business c. social selling d. cold canvassing e. sales forecasting

.

23. According to research involving business customers, the number-one characteristic found to define a world-class salesperson is someone who . a. manages to close the most number of sales in a given time period b. practices traditional selling c. personally manages the customer's satisfaction by being accountable for the customer's desired results d. uses cold canvassing for customer prospecting e. handles complaints in a timely and thoughtful manner by delegating work to other salespeople 24. In the context of relationship marketing, which of the following statements is true of customer relationships? a. It is more important for an organization to acquire new customers than keep its existing customer base happy. b. It is generally less expensive to acquire a new customer than to sustain a current one. c. Investment in customer experience does not result in increased referral rates. d. Post-sale service behaviors have minimal impact on the quality of a buyer–seller relationship. e. It takes only a slight decline in attention from a salesperson to lead a buyer to consider alternative suppliers.

25. In the context of relationship marketing, identify a true statement about customer relationships. a. It is more important for an organization to acquire new customers than keep its existing customer base happy. b. It is generally more expensive to acquire a new customer than to sustain a current one. c. Investment in customer experience does not result in increased referral rates. d. Post-sale service behaviors have minimal impact on the quality of a buyer–seller relationship. e. Traditional selling methods are known to increase customer satisfaction.

26. Natasha is a salesperson for a company that manufactures office supplies. Which of the following activities should Natasha engage in if she wants to convert her customers into highly committed lifetime customers? a. She should focus on short-term goals. b. She should use cold canvassing for customer prospecting. c. She should process requests for rush deliveries willingly. d. She should make use of traditional selling methods. e. She should pass customer complaints to other people in her organization.

27. Eitan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan Powered by Cognero

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Chapter 09: Expanding Customer Relationships looks for ways to improve the services provided by his company and engages in regular follow-up activities to convert the new customer into a loyal customer. In the context of relationship enhancers, Eitan is engaged in . a. practicing the hard sell b. adding value c. getting referrals from the customer d. practicing traditional selling e. gaining more buyers 28. Which of the following actions by a salesperson is likely to result in the alienation of a new customer? a. Focusing on short-term orders b. Calling the customer regularly c. Using centers of influence for customer prospecting d. Practicing inbound marketing e. Collaborating with noncompeting salespeople 29. In the context of buyer–seller relationships, overpromising and underdelivering to a customer is an example of a. a relationship enhancer b. risk reversal c. service resilience d. a service motivator e. a relationship detractor 30. In the context of the relational sales process, keeping customers satisfied is important as it a. leads to customer trust b. provides competitor information c. eliminates the need to improve product offerings d. eliminates the need to develop a strategic prospecting plan e. increases a salesperson's competitiveness

.

.

31. Which of the following is a relationship enhancer? a. Overpromising and underdelivering b. Calling sporadically c. Keeping communication lines open d. Being unavailable to the customer e. Exaggerating and blaming someone else 32. Due to the COVID-19 pandemic, Grainger, a maintenance, repair, and operating (MRO) supplier, transitioned to providing its customers with products to keep operating their businesses safely rather than . a. focusing on its bestselling products b. creating a long-term relationship with the customer c. avoiding the practices of traditional selling d. delivering personalized service e. focusing on developing trust Powered by Cognero

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Chapter 09: Expanding Customer Relationships 33. Relationships are formed between a buyer and a salesperson when . a. various employees from the selling organization interact with the buyer b. the salesperson gets a referral from the buyer c. the salesperson gets other employees to handle the buyer's complaints d. the salesperson gains a purchase commitment from the buyer e. multiple buyer–seller interactions occur in which the seller wins the trust of the buyer 34. The four sequential components of effective salesperson follow-up include interact, a. request b. agree c. connect d. plead e. ingratiate

, know, and relate.

35. In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "connect"? a. Request b. Interact c. Know d. Plead e. Relate 36. What is a disadvantage of using technology for virtual meetings? a. There is no body language to rely on to guide the sales call. b. Salespeople can meet with customers regardless of the situation. c. Salespeople can meet with customers in a different location. d. It is possible to keep in constant contact with customers. e. Ideas and solutions can be presented to prospects.

37. Perry is a salesperson for an automobile manufacturing company. He usually tries to increase the number of critical encounters with his customers to facilitate effective communication. Which of the following sequential components of effective salesperson follow-up is Perry focusing on in the given scenario? a. Interact b. Connect c. Understand d. Relate e. Encourage 38. Anita is a salesperson for a software development company. She makes it a point to maintain contact with at least three people who can influence purchase decisions in each of her customers' companies. Which of the following sequential components of effective salesperson follow-up is Anita focusing on in the given scenario? a. Interact b. Connect c. Request d. Relate Powered by Cognero

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Chapter 09: Expanding Customer Relationships e. Encourage 39. The specific component of effective salesperson follow-up designed to with customers refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions. a. interact b. connect c. agree d. relate e. plead 40. Nancy is a salesperson for a catering company. When she works with a customer, she uses her understanding of the customer's needs and expectations to make meetings with the customer meaningful. Such value-added interactions help her build a good relationship with the customer. Which of the four sequential components of effective salesperson followup is Nancy focusing on in the given scenario? a. Relate b. Interact c. Connect d. Ingratiate e. Network 41. Salespeople employ a variety of technology-based salesforce automation tools in order to a. help higher authorities manage the storage of different types of information b. track more efficiently the increasingly complex combination of buyer–seller interactions c. eliminate critical encounters with buyers d. discourage other companies from competing e. adopt traditional selling practices

.

42. An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as . a. a teletype network b. a personal area network c. an intranet d. a social network e. the internet 43. refers to a proprietary computer network created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems, informational databases, and intranet. a. An extranet b. A personal area network c. A teletype network d. A social network e. The internet 44. A(n) is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term, profitable relationships.

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Chapter 09: Expanding Customer Relationships a. biometric authentication system b. social network system c. operations management system d. customer relationship management system e. mass communication system 45. Southern Inc., a mattress manufacturing company, uses a system that is integrated with its intranet and extranet to form a rich communication network by dynamically linking employees and buyers. The system is also synced with social media such as Facebook, LinkedIn, and Twitter to help the employees keep updated on buyers' needs and concerns. In this scenario, Southern Inc. most likely has implemented a(n) . a. biometric authentication system b. executive support system c. operations management system d. customer relationship management system e. network operating system 46. In the context of the relational sales process, which of the following is considered a partnership-enhancement activity? a. Focusing on short-term orders b. Using cold canvassing for customer prospecting c. Monitoring installation d. Practicing traditional selling e. Avoiding critical encounters with customers 47. Relationship enhancing activities do not include a. remembering the customer after the sale b. correcting billing errors c. expediting orders and monitoring installation d. focusing on getting the order e. resolving complaints

.

48. Unlike the relational sales process, the traditional sales process focuses on a. getting an order b. enhancing customer relationships c. developing a service strategy d. correcting billing errors e. maximizing the number of critical encounters

.

49. Which of the following is consistently cited by customers as one of the primary reasons they stopped buying from a company? a. Poor location of the store b. Poor service c. High prices d. Poor product quality e. Lack of choices Powered by Cognero

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Chapter 09: Expanding Customer Relationships 50. Franz is a salesperson for a private jet manufacturer. From experience, Franz knows that most customers will have questions or concerns after placing an order. Which of the following post-sale follow-up methods is the best way for Jake to convey that he really cares about his customers? a. A personal visit b. A letter c. An email d. A handwritten note e. Social media 51. In the context of expediting orders and monitoring installation, salespeople must a. track orders and inform customers of delays b. not set estimates on order delivery dates c. not interfere with the installation team and the installation process d. apply the practices of the traditional sales process e. wait until the delivery date to announce any delays

.

52. Even though a salesperson is rarely responsible for installation, which of the following is a reason to be present when the products sold to a customer are being installed? a. To sell additional products to the customer b. To act as a buffer between the installation team and the customer c. To cover up delivery and installation mistakes d. To get a referral from the customer before the sale is closed e. To ask the customer for a testimonial for future sales dialogues 53. In the context of training customer personnel, a salesperson should . a. leave the coordination of training to training experts b. not use customer training to gain a competitive advantage c. offer to provide training at an additional cost d. not offer training unless it is mentioned in the service contract e. schedule the training sessions as conveniently as possible for the customer 54. Which of the following is the reason a salesperson has a key role in training customer personnel? a. The price terms of service agreements always include customer training, and it is the salesperson's responsibility to fulfill all service agreements. b. The salesperson is more qualified than technical experts. c. The salesperson knows the customer best. d. The training sessions can be used as an opportunity to persuade the buyer to provide referrals and buy more products. e. The salesperson is solely responsible for customer training even when the product is technical.

55. In the context of training customer personnel, which of the following is true of a salesperson's role? a. The salesperson must use the training sessions to persuade customers to provide referrals. b. The salesperson must cover up mistakes made by the training team. c. The salesperson must serve as a facilitator to ensure that all of the parties are properly introduced. d. The salesperson must use the training session to persuade the customers to buy more products.

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Chapter 09: Expanding Customer Relationships e. The salesperson is solely responsible for customer training even when the product is technical.

56. If a salesperson notices a billing error in an order, the salesperson should a. wait until the customer notices it b. correct billing problems without being prompted by the customer c. let the finance team take a call on it d. leave it to the senior management to decide whether or not to rectify it e. inquire about the severity of the error and act accordingly

.

57. are meetings in which a salesperson encourages a buyer to discuss tough issues, especially in areas where the salesperson's organization is providing less-than-satisfactory performance. a. Benchmarking exercises b. Critical encounters c. Pipeline meetings d. Innovative meetings e. Initial sales encounters 58. Mala, a salesperson for a clothing company, always encourages her customers to be candid with her and requests they be honest about the services they do not find satisfactory. In this scenario, Mala is . a. encouraging critical encounters b. applying the practices of traditional selling c. practicing the hard sell d. using cold canvassing e. trying to get a referral 59. When handling complaints from a customer, a salesperson must a. emphatically inform the customer what can and cannot be done b. agree with the customer even if expectations are unrealistic c. avoid critical encounters d. listen carefully and get the whole story e. apply the practices of the traditional sales process

.

60. Micheko is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that they are unhappy with an order they received. In the context of ensuring customer satisfaction, what is the first thing Micheko needs to do to resolve the customer's complaint? a. Micheko should ask the customer what they would like her to do. b. Micheko should ask the customer to explain the problem and listen carefully to get the whole story. c. Micheko should offer the customer a discount on their next order. d. Micheko should inform the customer that she will not charge them for the order. e. Micheko should tell the customer what she can and cannot do and gain agreement on a solution.

61. Charles is a salesperson for a wine distributor. One of his customers stated that she is unhappy because her last order was not delivered on time and contained several broken bottles. After listening carefully to get the whole story and taking responsibility for the problem, Charles should . a. offer the customer a discount on her next order Powered by Cognero

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Chapter 09: Expanding Customer Relationships b. ask the customer to call the after-sales support c. ask the customer how she would like the issue to be resolved d. avoid any further critical encounters with the customer e. tell the customer to write a review on the company's social media page 62. Su Kim is very good at persuading customers to purchase her company's products by telling them that the products are the best in the world. Her promises are usually exaggerated. Though the company is known to manufacture products of consistent quality, her customers usually feel let down with the performance of the products. In the given scenario, which of the following is most likely the reason why Su's customers feel let down? a. Su sets unrealistic expectations. b. Su's customers are used to products of better quality. c. Su's company does not provide good after-sales support. d. Su has critical encounters with her customers. e. Su's customers do not know how to use the products correctly.

63. Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made. This insight can be used to . a. expand the supply chain of the buying organization b. increase service resilience c. implement the practices of traditional selling d. expand the collaborative involvement between the buying and selling organizations e. minimize critical encounters between the buying and selling organizations 64. Gregory is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Gregory achieve his goal? a. Practicing the hard sell b. Getting engineers from his company and the buyer's company to work together c. Using cold canvassing to get referrals from the buyer d. Applying the practices of the traditional sales process e. Minimizing the number of critical encounters with the buyer's company 65.

with customers demonstrates a willingness to listen. a. Brainstorming b. Avoiding critical encounters c. Reducing collaborative involvement d. Using traditional selling methods e. Using social media

66. Which of the following is likely to help salespeople enhance customer value? a. Using cold canvassing for customer prospecting b. Keeping in touch with customers to pass along information c. Asking customers to refer them to other buyers d. Applying the practices of traditional selling e. Minimizing critical encounters with customers Powered by Cognero

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Chapter 09: Expanding Customer Relationships 67. Identify an action that is likely to help salespeople enhance customer value. a. Using cold canvassing for customer prospecting b. Offering advice for improving customers' operations c. Asking customers to refer them to other buyers d. Applying the practices of traditional selling e. Minimizing critical encounters with customers 68.

is likely to enhance customer value. a. Using cold canvassing for customer prospecting b. Recommending customers for awards or news stories c. Asking customers to refer them to other buyers d. Applying the practices of traditional selling e. Minimizing critical encounters with customers

69. A salesperson is likely to enhance customer value by a. applying the practices of traditional selling b. using cold canvassing for customer prospecting c. minimizing critical encounters with customers d. asking customers to refer them to other buyers e. defending customers who are criticized

.

70. In markets where it is difficult to differentiate the core products, more and more companies are turning to strategy to acquire and maintain customers. a. mass marketing b. traditional selling c. field sales d. service quality e. cold canvassing

as a

71. For many salespeople, the core products that they sell provide the same features and benefits as those of their competitors. Which of the following statements is true of this kind of competitive environment? a. The best way to build long-term customer relationships is to offer the lowest price. b. Salespeople need to exceed customer expectations and not just meet them. c. The best way to acquire and maintain customers is by using traditional selling methods. d. The quality of customer service does not distinguish one salesperson from another. e. Once a customer becomes loyal, salespeople need not focus on service quality.

72. In the context of providing quality customer service, refer to brief periods of time when a customer comes into contact with a salesperson, the training staff, installers, field engineers, or service personnel and has an opportunity to form an impression. a. close encounters b. watershed moments c. innovation meetings d. moments of truth Powered by Cognero

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Chapter 09: Expanding Customer Relationships e. forecast periods 73. Which of the following statements is true of service enthusiasm? a. It helps build reputation. b. It is a core component of the traditional sales process. c. It helps minimize critical encounters with customers. d. It does not help generate profits. e. It does not require a service-minded corporate culture.

74. In the context of service enthusiasm, which of the following statements is true of reputation? a. It helps an organization attract and keep new customers. b. It does not provide a competitive edge. c. It is a core component of the traditional sales process. d. It helps minimize critical encounters with customers. e. It does not require a service-minded corporate culture.

75. In the context of service enthusiasm, reputation . a. does not require a service-minded corporate culture b. does not provide a competitive edge c. is a core component of the traditional sales process d. helps minimize critical encounters with customers e. allows a salesperson to be distinguished from the competition 76. In the context of service enthusiasm, identify a true statement about reputation. a. It does not require a service-minded corporate culture. b. It is a core component of the traditional sales process. c. It helps minimize critical encounters with customers. d. It takes a long time to establish and only one negative event to destroy. e. It is not enough to distinguish a salesperson from the competition.

77. In the context of service enthusiasm, reputations . a. are key to the traditional sales process b. help minimize critical encounters with customers c. can be destroyed by a single negative event d. do not take long to establish e. do not help salespeople distinguish themselves from the competition 78. Identify a true statement about service enthusiasm. a. It helps an organization make the profit that it needs to stay in business. b. It is a core component of the traditional sales process. c. It helps minimize critical encounters with customers. d. It does not help generate profits. e. It does not require a service-minded corporate culture.

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Chapter 09: Expanding Customer Relationships 79. Service enthusiasm . a. does not help an organization generate profits b. puts customers' convenience first c. helps minimize critical encounters with customers d. is a core component of the traditional sales process e. does not require a service-minded corporate culture 80. In the context of service enthusiasm, a salesperson must . a. make it easy for customers to discuss problems or complaints b. not be concerned with the customer once a sale is made c. use cold canvassing for customer prospecting d. always advise a customer to talk directly to the after-sales support for any assistance e. apply the practices of the traditional sales process 81. Which of the following actions can enhance a customer's feelings toward a salesperson and their organization? a. Focusing on short-term orders b. Applying the practices of traditional selling c. Using cold canvassing for customer prospecting d. Periodically inquiring about customer satisfaction e. Directing the customer to after-sales support 82. In the context of customer service, which of the following statements is true of service enthusiasm? a. Service enthusiasm is a core component of the traditional sales process. b. Everyone who comes in contact with a customer should have the same service enthusiasm to generate its benefits. c. Salespeople must focus on closing a sale rather than monitoring and coordinating the people who interact with a customer. d. Sales enthusiasm helps minimize critical encounters with customers. e. Service enthusiasm does not require a service-minded corporate culture.

83. Ari, a purchasing agent for a hospital, finds several items missing from a shipment that the hospital received from one of its suppliers. He speaks with a customer service representative who is very friendly and helpful. Ari calls the supplier again the next day but speaks with a different customer service representative who is not as friendly. Which of the following is most likely the problem with the customer service provided by the supplier? a. Unlike the first customer service representative, the second customer service representative failed to avoid critical encounters with the customer. b. The quality of service provided is inconsistent across customer service agents. c. The first customer service representative set unrealistic expectations. d. The second customer service representative needs more technical training. e. Unlike the first customer service representative, the second customer service representative failed to apply the practices of traditional selling.

84. A sales organization can ensure consistency and exceed customer expectations by a. applying the practices of the traditional sales process b. understanding the benefits of service enthusiasm Powered by Cognero

.

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Chapter 09: Expanding Customer Relationships c. using cold canvassing for customer prospecting d. using strategies to minimize critical encounters with customers e. telling customers what they want to hear 85. Customers usually expect salespeople to . a. use cold canvassing for customer prospecting b. deliver service consistently c. avoid having critical encounters with them d. ask them for referrals e. apply the practices of traditional selling when interacting with them 86. Ronnie calls the customer service department of one of his suppliers to make a complaint. During the conversation, Pete, the customer service agent, acts indifferently toward Ronnie. However, Pete is able to resolve Ronnie's issue.

Despite the fact that his complaint was addressed, Ronnie is dissatisfied with his interaction with Pete. In the given scenario, which of the following could have improved Ronnie's experience? a. Pete should have applied the practices of the traditional sales approach. b. Pete should have been more empathetic to Ronnie's situation. c. Pete should have asked Ronnie more questions. d. Pete should have agreed to Ronnie's demands at the beginning of the conversation. e. Pete should have used strategies to avoid critical encounters with Ronnie.

87. Which of the following do customers expect salespeople to do? a. Use cold canvassing for customer prospecting b. Avoid having critical encounters with them c. Be accurate d. Ask them for referrals e. Apply the practices of traditional selling when interacting with them 88. Which of the following statements is true of a service strategy? a. It allows salespeople to plan their actions for each customer. b. It cannot be customized. c. It is one of the components of the effective salesperson follow-up. d. It the most important dimension of the three customer service dimensions. e. It must not be done while directing efforts against competitors.

89. The salespeople of Builders Inc., a construction company, study their customers to determine what they want and what is important to them. This helps them plan and customize their offering for each customer. The given scenario best exemplifies . a. a service strategy b. service resilience c. a strategic alliance d. cold canvassing e. hard selling 90. Determining how customer needs and perceptions are changing is a part of Powered by Cognero

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Chapter 09: Expanding Customer Relationships a. developing a strategy to minimize critical encounters b. developing a service strategy c. increasing service resilience d. developing social cognition e. transitioning from using relationship selling to using traditional selling 91. Which of the following questions must a salesperson ask when developing a service strategy? a. How do customers rate us in terms of their expectations? b. What can we sell to buyers in addition to the products already being bought? c. Should we reduce the quality of service to reduce prices? d. How quickly can we move from one buyer to another? e. How can customers help us in expanding our business?

92. Identify a question that a salesperson must ask when developing a service strategy. a. For what are we best known? b. What can we sell to buyers in addition to the products already being bought? c. Can we reduce product quality to decrease prices? d. How quickly can we move from one buyer to another? e. How can customers help us in expanding our business?

93. Which of the following is the most important dimension of customer service? a. Communication b. Candor c. Service resilience d. Service motivation e. Anticipation 94. In the context of customer service dimensions, which of the following is the most appropriate way to inform a longterm customer of a price increase? a. The information should be updated on the company's website. b. The salesperson should cold call the customer. c. The salesperson should email the customer and then follow-up with a phone call. d. The customer should be informed after making the next purchase. e. The customer should be informed only if the customer calls the salesperson.

95. Ways to solicit and monitor customer feedback include all of the following except a. offering live chat through a company website b. engaging and monitoring customers on social media c. explaining how to assemble and use a product d. creating and distributing customer polls and satisfaction surveys e. providing a place for feedback on the company’s website

.

96. Henry is a salesperson for a furniture manufacturing company. He is very good at dealing with upset customers. Even if customers are rude, he stays calm and does not get angry. His calm approach enables him to resolve their complaints. In Powered by Cognero

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Chapter 09: Expanding Customer Relationships the context of customer service dimensions, Henry exhibits a. brevity b. candor c. resilience d. conscientiousness e. promptness 97. Customer expectations of salespeople do not include a. competence b. empathy c. mistakes d. accuracy e. promptness

in the given scenario.

.

98. Serena is a salesperson at a pet store. She loves to help customers find products they want for their pets. Even if a customer is rude, Serena responds politely and assists the customer with enthusiasm. Which customer service dimension is best exemplified in this scenario? a. Conscientiousness b. Service motivation c. Brevity d. Service gap e. Collaborative involvement 99. Ryan is a salesperson for a furniture manufacturing company. He resolves customer complaints proactively and always makes it a point to understand clearly the requirements of his customers to ensure that they get what they want. In the context of customer service dimensions, Ryan exhibits in the given scenario. a. brevity b. service gap c. service motivation d. promotion knowledge e. candor

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Chapter 09: Expanding Customer Relationships Answer Key 1. False 2. False 3. False 4. True 5. True 6. False 7. False 8. True 9. False 10. False 11. False 12. False 13. True 14. True 15. True 16. False 17. False 18. True 19. True 20. True 21. a 22. b 23. c 24. e 25. b Powered by Cognero

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Chapter 09: Expanding Customer Relationships 26. c 27. b 28. a 29. e 30. a 31. c 32. a 33. e 34. c 35. b 36. a 37. a 38. b 39. d 40. a 41. b 42. c 43. a 44. d 45. d 46. c 47. d 48. a 49. b 50. a 51. a Powered by Cognero

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Chapter 09: Expanding Customer Relationships 52. b 53. e 54. c 55. c 56. b 57. b 58. a 59. d 60. b 61. c 62. a 63. d 64. b 65. a 66. b 67. b 68. b 69. e 70. d 71. b 72. d 73. a 74. a 75. e 76. d

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Chapter 09: Expanding Customer Relationships 77. c 78. a 79. b 80. a 81. d 82. b 83. b 84. b 85. b 86. b 87. c 88. a 89. a 90. b 91. a 92. a 93. a 94. c 95. c 96. c 97. c 98. b 99. c

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Chapter 10: Adding Value: Self-Leadership and Teamwork

Indicate whether the statement is true or false.

1. Establishing priorities in the form of objectives is a critical component of self-leadership. a. True b. False 2. Stage One of self-leadership is territory analysis. a. True b. False 3. The presence of clear goals and objectives leads a salesperson to drift from task to task. a. True b. False 4. Effective goals for self-leadership are those that are easy for salespeople to achieve. a. True b. False 5. A salesperson's account goal is directly dependent on their personal goal. a. True b. False 6. A salesperson's desire to sell a certain amount of product within an area in order to achieve personal goals is referred to as a territory goal. a. True b. False 7. The process of placing existing customers and prospects into categories based on their potential as customers is known as territory analysis. a. True b. False 8. Portfolio analysis is the most often used method for account classification and is analyzed on the basis of a single factor. a. True b. False 9. Stage Two of self-leadership identifies and establishes the priority and potential of each account in the territory along with the relative location of each account. a. True b. False 10. Stage Three of self-leadership involves developing strategies and plans that will guide salespeople toward achieving their goals. a. True b. False Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork 11. Sales planning should start with a short-term plan. a. True b. False 12. Territory routing plans incorporate information that minimizes unproductive travel time. a. True b. False 13. Technology and automation help today's salespeople keep in touch with customers, sales support, and sales data. a. True b. False 14. An extranet is a special form of intranet that is accessible to the public. a. True b. False 15. High-tech sales support offices provide points of access to the various networks, intranets, and extranets the organization maintains. a. True b. False 16. Convenience and productive time are maximized by high-tech sales support offices. a. True b. False 17. In the self-leadership process, assessment and evaluation must be done only at the end of the project period. a. True b. False 18. In Stage Five of self-leadership, assessment checkpoints should be built into plans at progressive points in time to encourage and facilitate the evaluation of one's progress. a. True b. False 19. Salesperson effectiveness in building internal and external partnerships is a key driver of customer satisfaction. a. True b. False 20. External relationships are relationships salespeople have with other individuals in their own company. a. True b. False 21. A salesperson's success depends on the degree of support received from others in the various functional areas of an organization. a. True b. False Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork 22. Partnerships with sales managers and other sales executives are important in winning support for developing innovative responses to customer needs. a. True b. False 23. In order to expedite the process of shipping a product to a customer, a sales team should engage in a designing and manufacturing partnership. a. True b. False 24. Synergistic teamwork requires a commitment on the part of all parties to look and work for win/win solutions. a. True b. False 25. In building relationships, the little kindnesses and courtesies are often insignificant. a. True b. False 26. While building relationships, demonstrating personal integrity generates trust, whereas a lack of integrity can quickly undermine the best of teamwork orientations. a. True b. False

Indicate the answer choice that best completes the statement or answers the question.

27. Phyllis has set an annual sales target of $350,000 for herself. However, she rarely devotes any time to strategizing plans to achieve her target. In this scenario, Phyllis is . a. most likely to be successful b. less likely to be an effective self-leader c. most likely to incorporate technology in her sales techniques d. an efficient route planner e. less likely to minimize the effectiveness of her resources 28. To an effective salesperson, goals and objectives . a. are the strategies and plans laid out by the salesperson b. are the tasks successfully carried out by the salesperson c. refer to something the salesperson sets out to accomplish d. are independent of account classification and territory analysis e. are based only on the purchasing power of the customers 29. Before spending valuable time and resources to implement a strategic plan, salespeople must a. establish priorities in the form of objectives b. select a technology that they will use to achieve their targets c. engage in customer relationship management Powered by Cognero

.

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Chapter 10: Adding Value: Self-Leadership and Teamwork d. maximize the effectiveness of the selected resources e. conduct assessment activities to measure performance 30. Which of the following stages of self-leadership is referred to as "beginning with the end in mind"? a. Development and implementation of strategies b. Tapping technology and automation c. Territory analysis and account classification d. Setting goals and objectives e. Assessment and evaluation 31. Properly developed goals should be a. easy to achieve b. flexible c. time specific d. ambiguous e. unmeasurable

.

32. Data analytics assists in decision making in all of the following areas except a. management reporting b. account planning c. prospecting d. sales performance e. forecasting

.

33. goals refer to a salesperson's individual desired accomplishments, such as achieving a desired annual income over a specific period of time. a. Territory b. Personal c. Account d. Sales call e. Conversion 34. goals refer to a salesperson's desire of selling a certain amount of product within an area in order to achieve personal goals. a. Territory b. Relation c. Account d. Sales call e. Conversion 35. For a salesperson, achieving personal goals depends directly upon achieving a. qualitative b. conversion c. emotional Powered by Cognero

goals.

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Chapter 10: Adding Value: Self-Leadership and Teamwork d. organizational e. territory 36. Which of the following goals must a salesperson achieve in order to achieve territory goals? a. Qualitative b. Personal c. Account d. Organizational e. Conversion 37. Veronica, a salesperson, discusses her goals with her coworker. She mentions that she has set an account goal of $30,000. In order to achieve her account goal, Veronica should first achieve a goal. a. personal b. sales call c. territory d. qualitative e. conversion 38. In the context of interdependent levels of salesperson objectives, which of the following goals must be achieved to accomplish account, territory, and personal goals? a. Organizational b. Sales call c. Qualitative d. Team e. Conversion 39. Lee has set a goal to earn $50,000 in the current financial year by selling her company's products to at least 1,000 customers. According to the five sequential stages of self-leadership, Lee's next step should be to . a. plot a detailed sales plan b. analyze her territory and classify her accounts c. assess and evaluate her performance d. look for ways to automate the sales process e. implement strategies to achieve her goals 40. Bill is a sales executive at Strategy Inc. His tasks include finding the customers and prospects who would buy the company's products, locating them, and pinpointing those who can influence purchase decisions. In this scenario, Bill is involved in . a. territory analysis b. account classification c. sales partnership d. assessment and evaluation e. setting goals and objectives 41. Rosa, a sales manager at First Resources, needs to find new markets to sell her company's products. Rosa assigns her team of salespeople the task of finding the locations of existing customers and prospects, the products they buy, why they Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork buy, and what influences their purchasing decision. This scenario indicates that the team is currently involved in a. assessment and evaluation of strategies b. setting goals and objectives c. account classification d. territory analysis e. development and implementation of strategies

.

42. Conversion goals refer to the . a. number of new accounts b. number of accounts lost c. ratio of number of sales to number of calls made d. number of calls/day, calls/account, presentations made e. total expenses, by category, percent of sales 43. analysis, also referred to as ABC analysis, is the simplest and most often used method for account classification. a. Single-factor b. Territory c. Predictive d. Portfolio e. Two-factor 44. In the context of account classification, which of the following is a characteristic of single-factor analysis? a. It employs a complex matrix system. b. It requires data manipulation. c. It requires extensive statistical analysis. d. It gives equal weight to every account. e. It groups accounts on the basis of sales potential.

45. In the context of account classification, which of the following is a benefit of single-factor analysis? a. It employs a matrix system. b. It is used for goal setting. c. It requires no data manipulation. d. It gives equal weight to all categories of accounts. e. It uses statistical analysis.

46. Which of the following is not a limitation of single-factor analysis? a. A straightforward approach that requires no data analysis b. The selling company’s competitive strength in each account c. The account’s need for additional attention and effort d. The profitability of the account e. The amount of competitive pressure on the account 47.

is a method for analyzing accounts that allows two factors to be considered simultaneously.

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Chapter 10: Adding Value: Self-Leadership and Teamwork a. Quantitative analysis b. Territory analysis c. Predictive analysis d. Portfolio analysis e. ABC analysis 48. In the context of account classification, which of the following is a feature of portfolio analysis? a. It is less complex compared to ABC analysis. b. It requires no statistical data to classify the accounts. c. It uses only one factor to analyze an account. d. It is represented in the form of a matrix. e. It excludes the competitive position of the seller.

49. In the context of account classification, unlike ABC analysis, portfolio analysis a. does not require statistical analysis b. uses two factors to analyze accounts c. does not require data manipulation d. analyzes accounts based on the level of sales potential e. is the simplest and most often used method for classifying accounts

.

50. What occurs when competitive position is strong in the context of a typical portfolio analysis incorporating the factors of account opportunity and seller’s competitive position? a. Accounts should advertise through telemarketing, direct mail, and the internet b. Accounts should advertise through posters, radio channels, billboards, and newspapers c. Accounts should receive minimal personal selling effort since their competitive position is already strong d. Accounts should receive a heavy investment where it is possible to further strengthen the seller's competitive position e. Accounts should receive a heavy investment of effort and resources 51. In the context of account characteristics and suggested selling effort allocations for a typical portfolio analysis incorporating the factors of account opportunity and seller’s competitive position, accounts should receive a moderate level of selling effort when future opportunity is . a. high for moderately attractive accounts b. low for very attractive accounts c. low for accounts with strong competitive positions d. high for accounts with weak competitive positions e. high for very attractive accounts 52. Eve is a salesperson at Finance Inc. She performs a two-factor analysis for classifying an account and finds that the account is less attractive, offering low opportunity. In this scenario, which of the following selling strategies should Eve follow? a. She should make a heavy investment of resources in this account. b. She should allocate a moderate level of selling effort in order to maintain the current competitive position. c. She should make a heavy investment in the selling effort in an attempt to strengthen her competitive position.

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Chapter 10: Adding Value: Self-Leadership and Teamwork d. She should use alternatives like telemarketing, direct mail, and the internet. e. She should engage in a moderate level of investment on the resources in this account.

53. Shanti, a sales executive, has completed a survey of his selling area; he has located existing customers and prospects, discovered their interests, and understood their motivation for buying products. He has also segregated these customers and prospects into categories based on their buying potential. In this scenario, Shanti's next step should be to . a. engage in preselling with prospects b. assess and evaluate his product c. tap technology and automation processes d. set goals and objectives e. develop and implement plans to achieve his goals 54.

is the process of scheduling activities that can be used as a map for achieving sales objectives. a. Account classification b. Sales planning c. Portfolio analysis d. Route scheduling e. Territory analysis

55. Ernesto, a sales executive, is involved in sales planning for the next eight months. In this scenario, Ernesto is making a(n) . a. short-term plan b. long-term plan c. annual plan d. quarterly plan e. fortnightly plan 56. The process of sales planning should start with a long-term plan because a. short-term plans do not include checkpoints b. it does not require scheduled meetings and training sessions c. short-term plans are usually ineffective d. it eliminates the requirement for shorter time frame plans e. it highlights commitments and deadlines

.

57. Which of the following is true of framing long-term plans? a. They do not require scheduled meetings and training sessions. b. They save time by eliminating checkpoints. c. They are not suited for meeting commitments and deadlines. d. They provide the basis for shorter time frame plans. e. They do not allow for the revision of strategies once in process.

58. To maximize the effectiveness of sales plans, salespeople should keep sales plans current and flexible because a. flexible and varying plans provide more motivation and commitment to salespeople b. sales plans tend to divert from the planned schedule Powered by Cognero

.

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Chapter 10: Adding Value: Self-Leadership and Teamwork c. customers do not approve a rigid sales plan d. salespeople tend to forget long-term plans that are not flexible e. rigid sales plans cannot be assessed and evaluated 59. routing plan is a territory routing plan in which salespeople start from their offices and make calls in one direction until they reach the end of the territory. a. A circular b. The cloverleaf c. A straight-line d. The leapfrog e. A major city 60. Kristie a salesperson, suggests to her team that a straight-line routing plan would be most appropriate for their accounts. However, Angela disagrees and says the cloverleaf model would work best for their accounts. Which of the following, if true, would strengthen Kristie's argument? a. Accounts are concentrated in different parts of the territory. b. Accounts are located in clusters that are some distance from one another. c. The territory is highly concentrated with locations controlled by a grid of city blocks. d. The territory is large, and accounts are clustered into several widely dispersed groups. e. Accounts are evenly dispersed throughout the territory.

61. In the context of sales territory routing plans, a straight-line routing plan works best when accounts are a. evenly dispersed throughout the territory b. concentrated in different parts of the territory c. located in linear clusters that are some distance from one another d. held in major metropolitan areas e. highly concentrated with locations controlled by a grid of city blocks

.

62. In the context of sales territory routing plans, the cloverleaf routing plan is best used when accounts are a. located in a straight line b. concentrated in different parts of the territory c. located in linear clusters that are some distance from one another d. held in major metropolitan areas e. highly concentrated with locations controlled by a grid of city blocks

.

63. On each trip of routing plan, a salesperson works a different part of the territory and travels in a circular loop back to the starting point. a. a circular b. the cloverleaf c. a straight-line d. the leapfrog e. a major city 64. Identify a true statement about the cloverleaf routing plan pattern.

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Chapter 10: Adding Value: Self-Leadership and Teamwork a. Salespeople travel back to the starting point in a loop before each trip. b. The pattern covers accounts that are located at equal distance from one another. c. The pattern covers accounts that are clustered into several widely dispersed groups. d. The pattern covers accounts that are located in a single direction from the starting point. e. Salespeople travel in an expanding pattern of concentric circles.

65. Which of the following is a difference between the straight-line routing pattern and the cloverleaf routing pattern? a. With a straight-line pattern, salespeople move in a straight line until they change their direction, whereas the cloverleaf routing pattern moves across different parts of the territory in a series of circular loops. b. With a straight-line pattern, salespeople proceed in a single direction, whereas the cloverleaf routing pattern changes its direction after every account. c. A straight-line pattern is best applied when a territory is large, whereas the cloverleaf routing pattern is best applied when a territory is small. d. A straight-line pattern is best used in urban areas, whereas the cloverleaf routing pattern is best used in rural areas. e. A straight-line pattern is best used when accounts are equidistant to each other, whereas the cloverleaf routing pattern is best used when accounts are concentrated to one point of the territory.

66.

routing plan moves in concentric loops that spiral across the territory. a. The cloverleaf b. A straight-line c. The leapfrog d. A circular e. A major city

67. A circular routing plan is best used when accounts are . a. evenly dispersed throughout the territory b. concentrated in different parts of the territory c. located in linear clusters that are some distance from one another d. held in major metropolitan areas e. highly concentrated with locations controlled by a grid of city blocks 68. Salespeople who follow different cluster of accounts. a. a straight-line b. the cloverleaf c. a circular d. a major city e. the leapfrog

territory routing plan work accounts clustered in one location and then jump to a

69. routing plans begin at the office and move in an expanding pattern of concentric circles that spirals across the territory. a. Circular b. Leapfrog c. Major city Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork d. Cloverleaf e. Straight-line 70. Which of the following is a difference between a circular routing pattern and the leapfrog routing pattern? a. A circular routing pattern moves across different parts of the territory in a series of circular loops, whereas the leapfrog routing pattern covers the territory in an equilateral triangle. b. A circular routing pattern proceeds in a clockwise direction, whereas the leapfrog routing pattern proceeds in a counterclockwise direction. c. A circular routing pattern is best applied when a territory is large, whereas the leapfrog routing pattern is best applied when a territory is small. d. A circular routing pattern is best used in urban areas, whereas the leapfrog routing pattern is best used in rural areas. e. A circular pattern is best used when accounts are evenly dispersed across the territory, whereas the leapfrog routing pattern is best used when accounts are clustered into several widely dispersed groups.

71. Salespeople who follow areas. a. a straight-line b. the cloverleaf c. a circular d. a major city e. the leapfrog

territory routing pattern work downtown on a basis of street grids and work outlying

72. In a major city routing plan, the territory is split into a series of geometric shapes reflecting each one's concentration.

Identify a true statement about accounts in the major city routing pattern. a. Accounts in downtown segments are placed in a square area. b. Accounts in downtown segments are placed in a triangular area. c. Accounts in outlying segments are placed in a rectangular area. d. Accounts in outlying segments are worked in a leapfrog pattern. e. Accounts in downtown segments are worked in a cloverleaf pattern.

73. are tools that streamline the sales process, generate improved selling opportunities, facilitate crossfunctional teaming and intra-organizational communication, and enhance communication and follow-up with customers. a. Territory routing software b. Portfolio analysis tools c. Account and sales call goal planners d. Single-factor analysis tools e. Selling technology and automation 74. Salespeople, sales managers, and customers are unanimous in their agreement that the best salespeople are those who . a. prefer traditional selling methods and minimize the use of technology b. schedule multiple meetings with customers to influence a purchase decision c. adapt to changes in technologies with selling applications Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork d. request repeated feedback from customers e. adopt the single-factor analysis method for accounts classification 75. Technology prevents a salesperson from . a. predicting a customer's buying behavior b. automating tasks based on data c. developing more accurate sales forecasts d. sifting through thousands of lines of data in a spreadsheet e. monitoring customer engagement between the salesperson and the organization 76. Which of the following is most likely to generate buyer loyalty? a. Effective use of visual aids in a sales presentation b. Effective customer relationship c. Gradual increase of product and service cost d. Effective use of technology in the sales process e. Timely evaluation of the salesperson's performance 77. integrate multiple communication and customer contact channels—including the web, email, call center, and social media applications in order to maximize client interactions. a. Customer relationship management applications b. Cross-functional teams c. Deal analytics d. High-tech sales support offices e. Internal sales partnership 78. Which of the following software applications is a user-friendly program that provides salespeople with a convenient option to catalog, search, and access comprehensive information regarding individual accounts? a. Human capital management b. Customer relationship management c. Product lifecycle management d. Enterprise resource planning e. Advanced planning and optimization 79. Salesforce.com, Microsoft Dynamics, and SalesLogix are examples of a. territory analysis and account classification tools b. mobile salesperson customer relationship management solutions c. internal sales partnerships d. deal analytics e. high-tech sales support offices 80. Mobile CRM applications utilize device. a. local area networks b. virtual private networks

.

to enable users to view, create, and modify data on any internet-capable

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Chapter 10: Adding Value: Self-Leadership and Teamwork c. wireless broadband d. dial-up networks e. wide area networks 81. Deal analytics utilize to access and analyze data on past customer behavior, cross selling opportunities, and demographics to identify areas of opportunity and high interest to a customer. a. portfolio analysis b. high-tech sales support offices c. mobile customer relationship management systems d. territory routing plans e. internal relationships 82. Which of the following is true of deal analytics? a. It is used for analyzing accounts that allow two factors to be considered simultaneously. b. It is used to access and compare competitive information such as pricing and bundled offers. c. It is used for analyzing accounts that are based on level of sales potential. d. It is used for providing wireless connectivity to access relevant customer information. e. It is used in developing territory routing patterns.

83. After developing strategies and plans, Ji, a salesperson, was asked to analyze their customers' past behavior, cross selling opportunities, and demographics to identify areas of opportunity and high interest to customers. In this scenario, which of the following should Ji use to perform this task? a. Deal analytics b. ABC analysis c. Portfolio analysis d. Two-factor analysis e. Security analytics 84. are a special form of intranet for proprietary and restricted use which allow specific suppliers and customers to access an organization's network to facilitate communication and exchange. a. Cybernets b. Wide area networks c. Intercoms d. Local area networks e. Extranets 85. Smith Inc. is a manufacturing company that has several stakeholders all over the world. The company maintains a secure, password-protected website which is not accessible to people outside the organization. Since this affects the company's marketing opportunities, Smith Inc. decides to provide secure access to their stakeholders. In this case, Smith Inc. should use . a. wide area networks b. cybernets c. local area networks d. extranets e. metropolitan area networks Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork 86. The use of internet- and intranet-based technologies a. fails to build customer relationships b. decreases productivity c. increases sales meeting durations d. shortens the sales cycle e. circumvents the need for sales presentations

.

87. High-tech sales support offices are set up . a. to limit access to company networks b. specifically to minimize the use of technology by salespeople c. to minimize a salesperson's need to travel d. for both resident and nonresident salespeople e. specifically for salespeople employed in multinational companies 88. Which of the following provides salespeople with an opportunity to consider revisions or modifications in their sales plans? a. Incorporation of technology in sales process b. Establishment of customer relationship through rigorous follow-up c. Frequent comparisons of actual performance with periodic checkpoints d. Classification of accounts on the basis of sales potential e. Analysis of customers' needs and interests 89. In the process of self-leadership, the stage involves frequent comparisons of actual sales achievement with periodic checkpoints. a. territory analysis and account classification b. setting goals and objectives c. performance assessment and goal attainment d. tapping technology and automation e. strategic development of plans 90. are defined as relationships that salespeople build with customers outside the organization and working environment. a. External relationships b. Internal relationships c. Long-term relationships d. Short-term relationships e. Courtship relationships 91.

relationships are those which salespeople have with other individuals in their own company. a. External b. Internal c. Long-term d. Short-term

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Chapter 10: Adding Value: Self-Leadership and Teamwork e. Courtship 92. In a(n) relationship, each team member contributes special expertise to understand the customer's needs and work together to create a unique, value-added solution. a. external b. internal c. mentoring d. service e. courtship 93. Which of the following organizational strategies serve as guidelines for the salesforce? a. Marketing b. Design c. Research d. Manufacturing e. Operational 94. Salespeople working with individuals in the marketing department help a. generate new market offerings b. meet performance and delivery commitments c. make express delivery of goods to customers d. perform territory analysis of customers e. transfer customer feedback and complaints

.

95. Rico, a sales manager at A-1Corp., has been assigned a new client for selling A-1's products and is collaborating with the marketing team to generate a sales proposal. In this scenario, Rico collaborates with the marketing team . a. because it is the task of marketing executives to develop sales proposals b. to gather information about new offerings in the market c. to facilitate immediate delivery of A-1's products to customers d. because it is the marketing team that deals with product performance e. to ensure that the product quality meets the required standards 96. Salespeople can develop a personal relationship with production staff to meet customer demands by engaging in a partnership with the team. a. design and manufacturing b. shipping and transportation c. customer service d. marketing e. maintenance

97. Annabelle has placed an order for a tea table at Furniture Inc. and has specified the shape and dimensions of the table she requires. In this scenario, the sales team at Furniture should engage in a partnership with the team to meet the specific customer requirement. a. design and manufacturing Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork b. shipping and transportation c. marketing d. administrative support e. sales 98. As part of their training, salespeople actually work in production facilities in order to a. gather information about new offerings in the market b. understand what has to be done to meet product design and delivery requirements c. access account classification information from the production team d. ensure that products are safely shipped to customers e. gather organizational marketing strategies that serve as guidelines for salespeople 99. Actionable ways to improve sales performance do not include a. overhauling sales goals b. humanizing the buying journey with video c. moving on quickly to the next promising lead d. talking less and listening more e. focusing on the customer experience

.

.

100. Which of the following is a requirement of synergistic teamwork? a. Arbitrary requests by salespeople for special productions b. Focusing on achieving one's own goal c. Commitment and mutual trust of all parties d. Setting up of a hierarchy within the team e. Attending to the customers with maximum sales potential 101. Salespeople must learn organizational performance. a. teamwork b. communication c. marketing d. administrative e. leadership

skills to build internal partnerships that translate into increased sales and

102. Which of the following is not a teamwork skill? a. Understanding other individuals b. Pursuing a personal agenda c. Attending to the little things d. Keeping commitments e. Clarifying expectations

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Chapter 10: Adding Value: Self-Leadership and Teamwork Answer Key 1. True 2. False 3. False 4. False 5. False 6. True 7. False 8. False 9. True 10. True 11. False 12. True 13. True 14. False 15. True 16. True 17. False 18. True 19. True 20. False 21. True 22. True 23. False 24. True 25. False Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork 26. True 27. b 28. c 29. a 30. d 31. c 32. a 33. b 34. a 35. e 36. c 37. b 38. b 39. b 40. a 41. d 42. c 43. a 44. e 45. c 46. a 47. d 48. d 49. b 50. e 51. c Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork 52. d 53. e 54. b 55. b 56. e 57. d 58. b 59. c 60. b 61. c 62. b 63. b 64. a 65. a 66. d 67. a 68. e 69. a 70. e 71. d 72. a 73. e 74. c 75. d 76. b

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Chapter 10: Adding Value: Self-Leadership and Teamwork 77. a 78. b 79. b 80. c 81. c 82. b 83. a 84. e 85. d 86. d 87. d 88. c 89. c 90. a 91. b 92. b 93. a 94. a 95. b 96. a 97. a 98. b 99. c 100. c 101. a 102. b Powered by Cognero

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Chapter 10: Adding Value: Self-Leadership and Teamwork

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