Which objective is typically associated with sales promotions?

A. Increased production capacity

B. Encouraging repeat purchases
C. Reducing employee turnover
D. Enhancing administrative efficiency
B
What is the pre - KAM?
A. The stage to identify those accounts with the potential for moving towards key account st
wasting investment on those accounts that lack the potential.
B. The stage to explore the opportunities for closer collaboration by identify the motives,
cult
of the customer.
C. The stage where the buying organization regards the suppliers as an important strategic i
D. The stage where buyer and seller see one another not as two separate organizations, bu
larger entity.
A
Generally, retailers with high margins and high levels of customer service place more
emphasis on which type of salesperson?

A. Order getters

B. High-pressure sellers

C. Profit-oriented sellers

D. Persuasive sellers
A
Which step in the sales process is most focused on ensuring customer satisfaction and
repeat business ?
A. proper approach
B. professional presentation
C. handling objections
D. gratifying prospects
E. follow-up
E
A(n) __ focuses on performing promotional activities and introducing new products rather
than directly soliciting orders.

A detail salesperson

B- retail salesperson

C- service salesperson

D- account representative

E- sales engineer
A
What are the success factors a professional salesperson needs?
A. Verbal communication skills
B. Closing skills
C. Personal planning and time management skills
D. All of above
D. All of above
According to the Pareto Principle, what percentage of a company's sales typically come from
a small percentage of its customers?

A. 10%

B. 20%

C. 50%

D. 80%
D (You may think of the 80-20 rule as simple cause and effect: 80% of outcomes (outputs)
come from 20% of causes (inputs). The rule is often used to point out that 80% of a
company's revenue is generated by 20% of its customers.)
Self-control refers to a salesperson's intelligence, product knowledge, and discipline rather
than to emotions,passions, and desires.

A. True

B. False
B
Which of the following elements of the promotion mix involves making personal
connections with customers for the purpose of making sales?
A. personal selling
B. advertising
C. e-commerce
D. publicity
E. public relations
A
Acts such as building rapport, uncovering needs, and designing sales presentation strategies
are collectively referred to as prospecting.

A. True

B. Fale
B
The aim of sales management motivation is to encourage salespeople to _______
A. "work smart"
B. "work hard"
C. "work cooperatively"
D. "work creatively"
E. "work quickly"
B
Sarah and Steve are sales reps for a major pharmaceutical company in the same geographic
area. Sarah calls on private practice physicians, while Steve calls on hospital groups. Their
salesmanager would likely have an ethical dilemma in the area of:

A. Equal treatment in hiring and promotion

B. Respect for individuals in supervisory and training programs

C. Fairness in the design of sales territories

D. Fairness in the assignment of sales territories

E. Determining compensation and incentives

E
How does JIT purchasing impact the relationship between buyers and suppliers?
A. It increases the number of defects in products
B.It reduces the emphasis on product quality from suppliers
C. It encourages suppliers to provide high—quality products
D. It eliminates the need for long—term purchasing agreernents
C
Selling and marketing are interchangeable terms for the same business activity.
A. True
B. False
B
What opportunities does the internet offer companies in terms of customer information?
A. Limited opportunities for understanding customers
B. Opportunities for reducing sales potential
C. Opportunities for customizing offerings
D. Opportunities for decreasing customer preferences
C. Opportunities for customizing offerings
Which of the following is NOT an effective method of closing a sale?
A. Assume that the customer has already made a decision
B. Make the decision for the customer
C. Tell the customer that it would be really stupid if he/she does not buy the merchandise
you have just suggested
D. Ask the customer to select the product/ service
E. Turn an objection around by stressing a positive aspect of the product
C
Which of the following is NOT true about PR?
A. PR is free advertising
B. PR is not propaganda
C. PR is not publicity
D. PR is informative
A
Which of the following is NOT an advisable strategy to increase your sales during an unstable
economy?
A. Making 5 more calls everyday
B. Discounting your prices
C. Recording your sales calls and listening to them
D. None of the above
B. Discounting your prices
How are department stores defined in terms of retail'?
A. Selling products to other businesses for resale
B. Selling products directly to consumers
C. Stores with five or more departments under one roof and at least 25 em ployees
D. Stores with three or more departments under one roof
C ( chị mới fix)
Which of the following questions would provide management with the LEAST beneficial
information regarding the performance of its sales force?

A. Is the sales force meeting its profit objectives?

B. Is the sales force working well with the marketing team?

C. Are sales force costs in line with sales force outcomes?

D. Is the sales force accomplishing its customer relationship objectives?

E. Does the sales force complete its sales reports and expense reports in a timely manner?
E
A salesperson's conceptual skills allow the salesperson to see the selling process as a whole
and the relationship among its parts.
A. True
B. False
A
The term for methodologies, technologies and e-commerce capabilities used by firms to
manage customer relationships is:
A Customer Resource Management
B. Customer Response Mechanism
C. Customer Relationship Management
D. Customer Revenue Maximization
C
What do e-communities provide for customers in relation to products?
A. Direct sales opportunities
B. Platforms to review, praise, and criticize products
C. Exclusive discounts on products
D. Opportunities to engage in competitive advertising
B
Key categories of organizational variables influence sales management strategy including:
A. goals, objectives, and culture
B. human resources
C. financial resources
D. All of the above
E. None of the above
D
What is a sales channel?
A. Physical distribution management
B. Order processing
C. Route that goods take from supplier to customer
D. inventory control
C
A salesperson should illustrate how a certain product fits a customer's already-defined
criteria when the customer has what kind of choice criteria?
A. Choice criteria in conflict

B. Vague choice

C. No active product choice

D. Explicit choice

E. Inadequate choice
D
Which of the followings involves the physical delivery of goods to customers, and
organization of materials from suppliers to be used in the production process?
A. Warehousing
B. Transportation
C. Inventory control
D. Packaging
B
Which of the followings is the types of distribution that the manufacturer sells to a restricted
number of dealers?

A- Direct

B- Selective

C. lntensive

D- Exclusive
B
A sales _______ is the standard that establishes the amount each salesperson should sell
and how sales should be divided among the company's products.
A. Task
B. Goal
C. Incentive
D. Contest
E. quota
E. quota
Salespeople should be trained to recognize ( ) signals from the buyer, which can include
physical actions such as leaning forward and nodding or asking questions about prices and
credit terms.

A. qualifying

B. approach

C. objection

D. closing

E. follow-up
D
________ involves calling potential customers at their home or office, either to make a sales
call via telephone or to set up an appointment for a field salesperson.

A. Outbound telemarketing
B. Inbound telemarketing
C. Direct mail
D. Catalogs
E. Both outbound marketing and inbound marketing
A
What advantage did Japanese customers gain through simultaneous engineering?
A. Reduction in the number of engineering hours
B. Sharing the workload with subcontractors
C. Access to shared technology
D. Direct selling
E. Lower production costs
E
Which of the followings is the desire by buyers to acquire complete systems rather than
individual components?

A. Centralized purchasing

B. Systems purchasing

C. JIT purchasing

D- Leasing
B
How can organizations encourage customer response on their websites?
A. By not offering specific products or services
B. By making the website difficult to navigate
C. By asking for a website evaluation
D. By limiting access to the website
C
How is the lifestyle of buyers changing under the system of reverse marketing?
A. Buyers are becoming less proactive
B. Buyers are staying in their posts for shorter periods
C. Buyers are becoming more settled and similar to field salespeople
D. Buyers are facing less pressure to purchase effectively
C
_____ is the stage in the retail process where an effective salesperson continues to sell even
after the sale has been completed.
A. Sales presentation
B. Approach
C. Closing the sale
D. Suggestion selling
D. Suggestion selling
What example is provided to illustrate how close relationships between buyers and sellers
can lead to product development?

A- Development of machinewashable lambswool fabrics

B. Introduction of high-risk investment products

C. Expansion of global supply chains

D. Implementation of complex financial instruments

A
What are some examples of sales promotions?
A. Price reductions, building customer loyalty, enhancing distribution
B. Price reductions, vouchers, competitions, cash bonuses
C. Vouchers, building customer loyalty, free samples, on-pack gifts
D. On-pack gifts, competitions, personnel motivation, building retail stock levels
B
Which strategy focuses on reverse marketing, meaning suppliers reaching out to shoppers?

A. Just-in-time purchasing
B. Centralised purchasing
C. Systems purchasing
D. Reverse marketing
D
_________ those responsible for managing large accounts, are skilled in developing complex
solutions to a particular customer problem.

A. Technical sellers
B. Key account salespeople
C. Missionary salespeople
D. Trade servicers
E. Telemarketers
B
Which of the following is a feature of transaction marketing?
A Focus on customer retention
B. Orientation on product features
C. Quality is the concern of all
D. High customer service
B. Orientation on product features
What is/are characteristics of modern selling?
A. Data management
B. Customer relationship management
C. Knowledge management
D. All of above
D
What are the two major categories of customer groups?
A. Individuals and organizations
B. Retailers and wholesalers
C. Producers and consumers
D. Manufacturers and distributors
A
All of the following are nonfinancial rewards salespeople experience EXCEPT:
A. club memberships.
B. positive self-worth
C. customer appreciation
D. job satisfaction
A
All of the following are problems associated with the poor selection of salespeople EXCEPT
________.
A) lower sales
B) costly turnover
C) less productivity
D) less office support
E) disrupted customer relationships
D) less office support
Large companies such as Coca—Cola, Colgate—Palmolive and Avon Products now earn the
largest proportion of their revenues in foreign markets. This is an example of:

A- customer avoidance of buyer-seller negotiations

B. expanding power of major buyers

C. globalization of markets

D. fragmentation of markets
C
What is the process of order processing in the context of sales channels?
A. Managing sales channels
B. Handling materials
C. Processing customer orders and requests
D. Managing transportation and warehousing
C. Processing customer orders and requests
How has the database been useful in relationship marketing?

A. It hinders companies from serving customer needs

B. It limits a firm's competitive advantage.
C. It helps companies keep an eye on prospective customers
D. It is irrelevant to the concept of relationship marketing
C
What is the primary focus of relationship selling?
A. Making one-time sales
B. Building customer relationship
C. Maximizing profits
D. Minimizing customer contacts
B. Building customer relationship
What are characteristics of modern selling?
A. Data management
B. Customer relationship management
C. Knowledge management
D. All of above
D. All of above
How has the balance of power shifted between retailers and suppliers as a result of retailers'
data investments?
A. Suppliers now have more bargaining power
B. Retailers have lost their commercial advantage
C. Retailers possess more up-to-date and relevant real-time data, giving them a commercial
advantage
D. Retailers no longer hold any advantage
C. Retailers possess more up-to-date and relevant real-time data, giving them a commercial
advantage
What is the primary objective of exhibitions in sales settings?
A. To showcase a wide range of products to potential buyers
B. To directly sell products from display stands
C. To provide information on products through pre-exhibition mailing
D. To display personal effects on stands for buyer attraction
A
What is the primary objective of appraising sales channels in retail management?

A. To increase the number of branches in multiples

B. To evaluate the performance and effectiveness of different sales routes
C. To increase operational costs
D. To target specific demographics
B
Which personal selling process's stage does sales person will obtain a purchase commitment
from the client?
A. Follow-up
B. Presentation
C. Approach
D. Close
D. Close
Which holds that achieving organisational goals depends on determining the needs and
wants of target markets and delivering the desired satisfactions more effectively and
efficiently than com petitors do depending on which business philosophy?

A- Selling orientation

B. Marketing orientation

C. Product orientation

D. Production orientation
B
What is one of the primary roles of a modern salesperson?
A. Identifying and satisfying customer needs
B. Maximizing company profits
C. Developing new products
D. Expanding the customer base
A
What is one of the rapidly growing purchasing practice?
A. Just-in-time purchasing
B. Centralised purchasing
C. Systems purchasing
D. Reverse marketing
A. Just-in-time purchasing
Additional value can be secured in buyer-supplier relationships by focusing on
A. the management
B. the supply chain
C. the marketing
D. the operating
B. the supply chain
Which of the following would be a good approach statement for a salesperson to use?
A. Can I help you find something?

B. How may I help you?

C. Are'you looking for anything in particular?

D. Hello, welcome to our store.

E. Would you be interested in applying for our credit card? You can save 10 percent, today!
D
Unlike traditional and Golden Rule salespeople, professional salespeople have a tendency to
attribute sales success to others rather than to their own actions.
A. False
B. True
A
Which objective is typically associated with sales promotions?
A. Increased production capacity

B. Encouraging repeat purchases

C. Reducing employee turnover

D. Enhancing administrative efliciency

B
Which of the following would a company most likely use to determine sales force size?
A. the workload approach
B. product availability
C. demographic characteristics of the sales force
D. the outside sales force method
E. profit margin
A. the workload approach
What is the role of the salesperson in servicing?
A. Administrative tasks only
B. Providing technical advice
C. Cold calling
D. None of the above
B
How is customer retention achieved in an organizational selling situation?
A. By ignoring customer needs
B. By focusing on short-term relationships
C. By forming long and trustworthy relationships
D. By changing salespeople frequently
C
What is SMART?
A. Specific, Measurable, Achievable, Relevant, Time-bound
B. Simple, Meaningful, Achievable, Relevant, Trackable
C. Significant, Measurable, Achievable, Relevant, Time-bound
D. Stretching, Measurable, Achievable, Relevant, Time
A. Specific, Measurable, Achievable, Relevant, Time-bound
The simplest means of sales force organization is _______
A. Geographic orientation
B. Product organization
C. Customer type
D. Market organization
E. Workload method
A
What is marketing concept that the main aim of a company is to sell products due to over-
capacity and excess supply or when customers need to be persuaded about the products?
A. Selling orientation
B. Production orientation
C. Product orientation
D. Marketing orientation
A
Salespeople need to Working within their 'comfort zone' and Spending too much time with
'nay sayers', True or False?
A True
B. False
B. False
Which of the following is not the promotional mix?
A. Advertisement
B. Public relation
C. Social class
D. Sales promotion
C. Social class
The degree of involvement (high or low) sales people have in their job depends on ____
A. Sales contests
B. Job commitment
C. Empowerment
D. Recognition
B. Job commitment
How does supply chain management contribute to profitability in the retail industry?
A. By reducing the availability of products
B. By ensuring products are always in stock
C. By focusing on increasing stock levels
D. By meeting customers' product requirements efficiently
D. By meeting customers' product requirements efficiently
What strategy might larger companies adopt for small customers who cost more to serve
than the revenue they generate?
A. Increasing resources dedicated to servicing small customers
B. Implementing traditional marketing strategies
C. Transitioning to telemarketing or online channels
D. Expanding the product range for small customers
C
Prospective customers call a toll-free number for more information. This is used to identify
and qualify prospects and is considered.................
A. Outbound telemarketing
B. Database management
C. Closing of the sale
D Follow-up
E. Inbound telemarketing
E. Inbound telemarketing
Which one is not included in the personal selling process?
A. The opening
B. Presentation and demonstration
C. Data management
D. Dealing with objections
C
What is an example of Consumer buyer behavior?
A. What are their criteria?
B. What is customer name?
C. What is sell man name?
D. None of Above
A. What are their criteria?
What is the technology which helps the sales functions in being more effective and efficient?
A. Field computerization
B. All of these
C. Salesforce automation
D. Realtime data capture
B. All of these
What should a salesperson do when the buyer says: "sorry but I don't like the appearance of
your product"?
A. Question the nature of the object to clarify the problem.

B. Agree with what the buyer said and offer another product-

C. Try to convince the buyer to change their mind about the appearance.

D. Turn the object into a trial close-

A
Which of the following advice regarding the use of icons or banners on a website?
A. They should be used prominently throughout the site.
B. They should be placed deeper within the site to maintain interest.
C. They should be used in place of text.
D. They should not be used deeper in the site to avoid distraction.
D
Which of the following a primary reason that companies use e-learning to conduct sales
training program?
A. Customer needs and habits are easily conveyed through e-learning.
B. Customers appreciate the flexibility of e-learning.
C. E-learning allows for more employee feedback.
D. E-learning is the best way to simulate sales calls.
E. E-learning cuts training costs.
E. E-learning cuts training costs.
Helping the sales force "Work smart" is the goal of ________
A. sales supervision
B. sales motivation
C. sales compensation
D. the organizational climate
E. return on sales investment
A
The objective of technical support in key account management is to: _?

A. Redqu the key account's tinancial burden.

B- Improve the quality-of-service provision

C. Provide know-how and improve the productivity of the key account.

D- Lower uncertainty in the customer's mind regarding the supplier and the
products/services provided
D
..............is the last stage of the selling process.
A. Prospecting for customers
B- Handling cuStomer objections
C- Following up with customers
D- Qualifying prospects
E- Opening the relationship
C
Prospecting is the step in the selling process in which the salesperson..............
A- gathers information about a prospective customer before making a sales call

B- meets the customer for the first time

C- identifies qualified potential customers

D- tells the product's "value story" to the customer

E- clarifies and overcomes customer objections to buying

C
Donna Carter goes from house-to-house in her neighborhood taking orders for Pampered
Chef kitchen products. Donna's face-to-face sales with consumers are an example of:
A- wholesale selling
B- account representation
C- detail selling
D- directselling
D
Technologies such as handheld computers and interactive whiteboards enable salespeople
to enhance the ________ stage of the selling process.

A. prospecting
B. preapproach
C. presentation and demonstration
D. qualifying
E. follow-up
C
What do differences between consumer and organisational buying?
A. Fewer organisational buyers
B. Close, long-term relationships between organisational buyers and sellers
C. Negotiation is often important in organisational buying
D. All of above
D. All of above
(Có thể cho các đáp án nhưng vẫn chọn ALL:
A. Organisational buyers are more rational
B. Organisational buying may be to specific requirements reciprocal buying may be
important in organisational
buying
C. Organisational sellinglbuying may be more risky
D. All of above)
Customer avoidance of buyer—seller negotiations is an example ofz
A. Behavioral forces

B. Technological forces

C. Managerial forces

D- Social forces
A
What is/are factors affecting the consumer decision-making process?
A. The buying situation
B. Personal influences
C. Social influences
D. All of Above
D
The step of is difficult for some salespeople because they lack confidence, feel guilty about
asking for an order, or may not recognize the right time to ask for an order.
A. approaching the prospect
B. making a presentation
C. handling objections
D. closing the sale
E. following up
D. closing the sale
The delivery of information relevant to meet the customer's needs is a ________
A. Customer database
B. Value proposition
C. FAB
D. Sales presentation
E. Transaction cost analysis
D
What is a prime objective of relationship selling?
A. Maximizing short-term profits
B. Achieving high sales targets
C. Customer retention
D. Rapid employee turnover
C
What are factors affecting of the buying situation in the consumer decision-making process?
A. Extensive problem-solving
B. Limited Timing
C. Automatic Promotion
D. All of the above
D. All of the above
Which phase of personal selling process results in repurchase?
A. Prospecting
B. Closing
C. Presentation
D. Follow-up
D
In order to build tong-term reiationships with customers, salespeople need to present
adequate information to buyers and apply enough pressure to ensure quick sales.

A. True

B- False
B
Why is it essential for PR personnel to have communication skills?
A. To effectively convey information and maintain mutual understanding
B. To avoid interaction with the public
C. To minimize public exposure
D. To focus solely on organizational tasks
A
Tivi home shopping is an example of which technology?
A. Television home shopping
B. Virtual sales offices
C. Electronic data exchange
D. Internet
A. Television home shopping
What is the purpose of attracting sales inquiries in PR objectives?
A. To sell products directly to customers
B. To increase sales
C. To minimize competition among sellers
D. To generate interest and potential sales leads
D
What is the objective of retailer-distributor promotions?
A. To limit distribution of a new brand
B. To decrease overall stockholding of a product
C. To discourage salespeople from recommending the brand
D. To achieve widespread distribution of a new brand
D
What is the purpose of offering cash bonuses in sales promotions?
A. To reduce production costs
B. To motivate employees
C. To encourage customers to visit a particular sales outlet
D. To incentivize immediate purchases
D
Market fragmentation is an element of which behavioral force?
A. Globalization of markets
B. Fragmentation of markets
C. More professionally minded organizational buyers
D. Customer avoidance of buyer-seller negotiations
B
What term is used to describe purchasing practice in a short period of time, just when
needed?
A. Just-in-time purchasing
B. Centralised purchasing
C. Systems purchasing
D. Reverse marketing
A
Which of the following constitute the single biggest use of wireless technology?
A. Mobile office
B. Field sales
C. Field management
D. Field service
B. Field sales
Why do providers of services need to be highly trained in sales techniques?
A. To overcome the abstract nature of services and effectively sell them
B. To increase prices
C. To handle customer complaints
D. To reduce service offerings
A
In situations where open accounting is applied, why does price negotiation become
redundant?
A. Parties are unaware of each other's costs
B. Both parties have access to each other's cost information.
C. Mutual profit margins are undisclosed
D. Lean production is not involved
B. Both parties have access to each other's cost information.
What is the name of tool for SETTING A SALES GOAL?
A. SMART
B. CRM
C. CDMA
D. GPS
A. SMART
What skill is not associated with negotiation success?
A. Use labelling behaviour
B. Give feelings
C. Avoid the use of irritators
D. Personalize the discussion
B
Given that sales jobs offer higher nonfinancial rewards than most other areas of corporate
America, the compensation of salespeople is typically lower than that of workers in areas
like production who are at a comparable level in the organization.
A. False
B. True
A
___rewards are those controlled and given by people other than the salesperson, such as
manager and customers
A. Bonus
B. Contest
C. Extrinsic
D. Subjective
E. Intrinsic
E. Intrinsic
How many classes could be allocated for buyers?
A. 3
B. 4
C. 5
D. 6
B
How many stages are there in the product life-cycle?
A. 4 stages: introduction, growth, maturity, and decline
B. 3 stages: introduction, maturity, and growth
C. 2 stages: introduction, and decline
D. 1 stages: introduction
A. 4 stages: introduction, growth, maturity, and decline
The right order of salesforce motivation is ___________
A. Motivation -> Efforts -> Performance -> Rewards
B. Motivation -> Performance -> Efforts -> Rewards
C. Efforts -> Performance -> Motivation -> Rewards
D. Motivation -> Efforts -> Rewards -> Performance
E. Performance -> Efforts -> Motivation -> Rewards
A
What is the term used to describe the use of IT applications, often involving laptop
computers, to support sales representatives?
A. Customer Relationship Management (CRM)
B. Salesforce Automation (SFA)
C. Customer Support Technology (CST)
D. Inventory Management Software (IMS)
B
What is a strategy used by suppliers to target and serve high-revenue-potential customers
with complex needs by providing them with special treatment?
A. Key account management
B. Customer relationship management
C. Partner relationship management
D. All of the above
A
The qualities buyers dislike most in salespeople include all EXCEPT which of the following?
A. being pushy
B. being deceitful
C. being reliant on technology
D. being unprepared
E. being disorganized
C
A divisional sales manager has a higher ranking in most firms than a regional sales manager
A. True
B. False
B (Because, a regional sales manager has a higher ranking than a divisional sales manager in
most firms. Regional sales managers are often responsible for larger geographic areas and
have more overall responsibility compared to divisional sales managers, who may oversee
sales within specific divisions or segments.)
Which term refers to the salesperson's sequential series of actions that lead toward the
customer taking a desired action?

A Talent management

B. Marketing mix

C- Marketing process

D- Sales presentation

E- Sales process
E
is obtaining commitment from the customer to make the purchase.
A. Following up after the sale
B. Handling objections
C. Qualifying the prospect
D. Closing the sale
E. Opening the relationship
D. Closing the sale
_____ is not one of the critical mistakes made in closing a sale.
A. Negative attitude
B. Not enough listening
C. Too much talking
D. Lack of preparation
E. Consistent and standardized presentation
E. Consistent and standardized presentation
According to Consumer buyer behavior, how do they buy?
A. Evaluative Criteria
B. Beliefs
C. Attitudes and intentions
D. All of Above
D
More than anything else, what do the top 10% of sales performers do very differently from
other sales people?
A. Listen and ask questions
B. Prospect for new business
C. Manage their time
D. None of the above
A. Listen and ask questions
Personal selling refers to the personal communication of information to unselfishly persuade
a prospective customer to buy something that satisfies that individual's needs

A. True

B. False
A
What are the objections raised by the buyers?
A. Expression of confusion
B. Expression of interest
C. Doubt or disagreement
D. All the above
D
What are the characteristics an effective sales manager should have?
A. Communication and listening skills
B. Human relations skills
C. Organisation and time management skills
D. All of above
D. All of above
Considering the impact of e-commerce, how can traditional retailers adapt to changing
consumer behaviors effectively?
A. By ignoring online platforms and focusing on in-store experiences
B. By integrating online and offline experiences, offering seamless services
C. By reducing the number of branches to cut costs
D. By relying on traditional advertising methods only
B
The expanding power of major buyers or key customers is an element of which behavioral
force?
A. Rising customer expectations and being concerned with fulfilling more than basic needs
B. More professionally minded organizational buyers
C. Customer avoidance of buyer-seller negotiations
D. Expanding power of major/KA buyers
D
For industrial market, especially in selling pharmaceutical products, salespeople always try
to close a sale as soon as possible rather than attempt to achieve 'action agreement'.
A. True
B. False
B
During the ______ stage of the retail selling process, a salesperson locates or identifies
potential customers that have the ability and willingness to purchase the retailer's product.

A. Approach
B. Closing the sale
C. Prospecting
D. Sales presentation
E. Suggestion selling
C
What are some incentives offered through retailer-distributor promotions?
A. Increased prices on products
B. Reduced margins on sales
C. Dealer competitions and exhibitions
D. Mandatory product displays
C
Which class of account do high performance, but lower potential customers belong to?
A. Strategic
B. Growth
C. Emerging accounts.
D. Marginal
A
What is the closing technique when a salesperson suggests two alternatives for the buyer to
purchase?
A. The assumptive close
B. The concession close
C. The object close
D. Simply ask for order
B
"Dell's website provides online technical support services including email links to online
technical support representatives". This is an example of :

A. Publish
B. Interact
C. Transact
D. Integrate
B
Which of the following refers to the individual with the power and/or financial authority to
make the ultimate choice regarding the product to buy?
A. Initiator
B. Influencer
C. Decider
D. Buyer
C
What is the benefit of planning systems in key account management?
A. Providing a focal point for decisions and actions, leading to better consistency and
coordination between managers.
B. Encouraging managers to review the impact of change on the account and consider the
actions required to meet the new challenges.
C. Allocating sales resources between accounts to achieve the maximum benefit for the firm.
D. Encouraging managers to review the impact of change on the account and consider the
actions required to meet the new challenges and allocating sales resources between
accounts to achieve the maximum benefit for the firm.
E. All the above
E
What is the benefit to customers from key account management?
A. Improved communication and coordination
B. Dedicated account manager and early access to new products and services
C. Avoidance of switching costs
D. All of the above
D
Which of the following refers to any sales or trading activity that is carried out over an
electronic network?
A. E-commerce
B. Direct selling
C. Advertising
D. Procurement
A
According to the traditional view of marketing, who typically takes the initiative in meeting
customer needs?
A. Customers
B. Suppliers
C. Competitors
D. Regulators
B
According to Organisational buyer behavior, who participates in the decision-making
process? Decision Making Unit (DMU)
A. Initiators, Users
B. Deciders, Influencers
C. Buyer, Gatekeeper
D. All of Above
D. All of Above
What are factors affecting the consumer decision-making process?
A. The buying situation
B. Personal influences
C. Social influences
D. All of Above
D. All of Above
What technology makes online shopping popular? Choose 2 correct answers
A. E_Commerce
B. Virtual sales offices
C. Electronic data exchange
D. Internet
AD
What technology allows online video conferencing on personal computers?
A. Salesforce automation
B. Laptop computers and software are more complex
C. Electronic data exchange
D. Desktop video conferencing
D
The sales manager allows salespeople to take responsibility and action. True or False?

A. True
B. False
A
Salespeople need to avoid : Working within their 'comfort zone' and Spending too much
time with 'nay sayers', True or False ?
A. True
B. False
A
What were the main reasons for buying the ABC machine?". This question could be asked in
which stage of the personal selling process?
A. Dealing with objections
B. Need and problem identification
C. Negotiation
D. Presentation and demonstration
B. Need and problem identification
Of the main consumer promotion tools, which is the MOST effective for introducing a new
product or creating excitement for an existing one?
A. coupons
B. samples
C cash refunds
D. price packs
E. contests
E. contests
Prospecting for new customers is a ______
A. Critical function in maintaining growth
B. Replacement for lead generation
C. Replacement for branding
D. Way to build trust
E. Tool to reinforce customer awareness
A
How does the abstract nature of services impact customer trust and confidence?
A. it enhances trust as customers can imagine the service quality
B. it does not affect customer trust
C. it eliminates the need for customer trust
D. it reduces trust as customers cannot evaluate the service beforehand
D
Effective sales leadership includes:
A- communicating with salespeople rather than controlling them.
B. becoming a cheerleader and coach instead of a supervisor or boss
C- em powering salespeople to make decisions rather than directing them
D- All of the above
E. None of the above
D
E-selling is limited to sales made through the use of Web sites.
A. True
B. False
B
............skill is the cognitive ability to see the selling process as a whole and the relationship
among its parts.
A. Observational

B. Conceptual

C. Human

D. Technical
B
How is the penetration of the worldwide market by satellite and cable television effect on
blockbuster promotional campaigns?
A. They are becoming more effective

B. They are easy to sustain

C. They are increasingly difficult to sustain

D. They are the preferred method for reaching customers

C
What should a good exhibition focus on in terms of competitors?
A. Having a small number of competitors
B. Having a large number of competitors
C. Eliminating competitors from the exhibition
D. Avoiding competitors altogether
B
What is the appropriate time to wait after an event to follow up on my leads?
A. Don't respond - Wait for them to contact you
B. Follow-up within 24 hours
C. Respond within two days
D. None of the above
B
In retail, what does "Management of sales channels" entail?
A. Focusing solely on online marketing strategies
B. To evaluate the performance and effectiveness of different sales routes
C. Increasing the number of branches in co-operative societies
D. Centralized management
B
In the negotiation process, salespeople should present as many arguments as possible in
favour of a proposal to gain acceptance from the buyers. Is it true or not?
A. True
B. False
B
A philosophy which ensures that products or services and the after-care associated with
serving customers' needs at least meet, and in most cases exceed, expectations:

A. Customer care
B. Customer relationship
C. Customer need
D. Customer behavior
A
Which type of marketing is the opposite of reverse marketing?
A. Inbound marketing
B. Outbound marketing
C. Traditional marketing
D. Digital marketing
B. Outbound marketing
What is the advantage of forestalling the objection?
A. The timing of the objection is controlled by the buyer.
B. The buyer is not placed in a position where they feel that it must be defended.
C. Highlight a problem that had not occurred to the buyer.
D. Stop the buyer raising other objects.
B
What term describes the process whereby the buyer persuades the supplier to provide
exactly what the organization wants?
A- Reverse engineering
B- Supplier marketing
C- Supplier persuasion
D- Reverse marketing
D
What is not true about global account management (GAM)?
A. Although GAM can simply be considered an extension of KAM, it is fundamentally more
complex.

B. For many multinational organizations, the role of GAM becomes increasingly important
due to the growth in globalization

C. Even though the role of GAM is important, global account managers do not perform the
role of political entrepreneur.

D. Global account managers perform a boundary-spanning role across two important

organizational areas: internal and external interface.
C
According to Johnston and Marshall, what approach is being taken towards selling and sales
management?
A. Traditional approach
B. Transactional approach
C. Relationship-based approach
D. Advertising-based approach
C
How does the decision-making process tend to change as product type moves from MRO to
plant and equipment?
A. It becomes faster and simpler
B. It becomes slower and more complex
C. It remains constant
D. It becomes less important
B
What technological mechanism enables the broadcast and sale of products directly through
television?
A. Television home shopping
B. Virtual sales offices
C. Electronic data exchange
D. Internet
A
Consumers will not buy enough of an organization's products unless the organization
undertakes large-scale sales and promotional efforts depending on which business
philosophy?
A. Selling orientation
B. Marketing orientation
C. Product orientation
D. Production orientation
A. Selling orientation
In an attempt to generate a sale and to build repeat business, a salesperson should help the
customer define his/her problems or needs when the customer has a(n)
A. Explicit choice criteria
B. No active product choice critena
C. Inadequate or vague choice criteria
D. Choice criteria in conflict
C. Inadequate or vague choice criteria
Last week, the Card Shop had 600 shoppers enter the store. Of those 600 shoppers, 120
actually made purchases. What would be the conversion rate for the store's sales staff?
A. 2.0 percent
B. 20 percent
C. 25 percent
D. 200 percent
E. 250 percent
B. 20 percent
___________ are relatively short-run competitive events designed to motivate and reward
salespeople for achieving objective goals.
A. Sales Meetings
B. Sales contests
C. Recognition
D. Needs theory
B
Channels of distribution refer to:
A. Routes that goods take from supplier to customer
B. Managing transportation and warehousing
C. Customer preferences and changing market dynamics
D. Controlling inventory
A
How does relationship selling impact the sales process timeline compared to transactional
selling?
A. Shortens the sales process timeline
B. Lengthens the sales process timeline
C. No impact on sales process timeline
D. No involve in the sales process
B. Lengthens the sales process timeline
What are SEA successful sales skills?
A. Sincerity Ethics Asking
B. Search Engine Advertising
C. Southeast Asia
D. Sustainable Energy Association
A
What is the marketing mix ?
A. 4Ps Product, Price, Promotion, Place
B. 4Ps People, Process Partnership Physical Evidence
C. 4Ps Product, Price, People , Process
D. 4Ps People, Price, Promotion, Process
A
The qualities that buyers value most in salespeople include empathy, honesty, dependability,
thoroughness, follow-through, and ________________
A. good listening
B. good presenting
C. sympathy
D. caring
E. candor
A
What is the function of warehousing in the supply chain?
A. Storing goods before distribution
B. Handling materials
C. Processing customer orders and requests
D. Managing transportation and warehousing
A. Storing goods before distribution
Feelings of accomplishment, personal growth, and self-worth are examples of _____
rewards.
A. Intrinsic
B. Bonus
C. Contest
D Extrinsic
E. Subjective
A. Intrinsic
The final step in the selling process is customer follow-up.
A. True
B. False
A
is the final step in the selling process.
A. Sales delivery
B. Sale closing
C. Meeting objections
D. Follow-up and service
E. Presentation
D. Follow-up and service
.............. is not one of the four factors used when deciding to use independent sales people,
A. Control
B. Transaction cost
C. Strategic flexibility
D. Geographic orientation
E. Economics
D. Geographic orientation
Using independent sales agents is referred to as____________

A Transferring sales agents

B. Using the company sales force
C Outbounding the sales force
D. Inbounding the sales force
E. Outsourcing the sales force
E
Which of the following is including product inventory and pricing systems, access to
customer account information, and real-time ordering?
A. Mobile office
B. Field sales
C. Field management
D. Field service
B. Field sales
How many phases are there in the personal selling process?
A. 6
B. 7
C. 8
D. 9
B
Which of the following is NOT the types of online advertising option available to companies?
A. Icons
B. Banners
C. Buttons
D. Pop-ups
A
The level of e-commerce allows goods and services to be bought and sold over the internet:
A. Publish
B. Interact
C. Transact
D. integrate
C
What does relationship marketing involve?
A. Tactical features of securing and building up relationships
B. Strategic thinking about unrelated markets
C. Reverse marketing
D. A narrow focus on existing customers
A. Tactical features of securing and building up relationships
Consumers will favour products that offer the most quality, performance and features, and
that the organisation should therefore devote its energy to making continuous product
improvements depending on which business philosophy?
A. Selling orientation
B. Marketing orientation
C. Product orientation
D. Production orientation
C. Product orientation
John, the sales manager for a building materials company, knows the customers in one
profitable sales territory, are particularly hostile to women sales reps. John faces an ethical
dilemma primarily in the area of:
A. Equal treatment in hiring and promotion
B. Fairness in the assignment of sales territories
C. Respect for individuals in supervisory and training programs
D. Determining compensation and incentives
E. Fairness in the design of sales tenitories
B
What does transportation involve in the context of sales channels?
A. Moving goods from one location to another
B. Managing sales channels
C. Handling materials
D. Processing orders
A
What does PR stand for?
A. Personal Recognition
B. Public Relations
C. Professional Responsibility
D. Public Reception
B
"Solution selling" could be defined as:
A. Selling products at a lower price
B. Working with customers to solve problems and generate business
C. Promoting products without understanding customer needs
D. Cold calling prospects for sales
B
______ is a characteristic of a great sales presentation.
A. Explaining the value proposition
B. Maximizing change conflict
C. Developing win-lose solutions
D. Focusing on technology
E. Emphasizing features over benefits
A. Explaining the value proposition
Nonfinancial rewards given by the company are referred to as commissions.
A True
B. False
B. False
Which of the following is the logical order of salespeople from high to low levels of self-
interest?
A. Golden Rule, professional, traditional
B. traditional, professional, Golden Rule
C. professional, traditional, Golden Rule
D. traditional, Golden Rule, professional
B. traditional, professional, Golden Rule
Financial rewards for professional salespeople are commonly solely based on performance
A. True
B. False
A
A customer contact person performs the same tasks as a salesperson.
A. True
B. False
A. True
Dwight has recently been promoted to a position as a territory manager. Which of the
following should Dwight expect to do in his new job?
A. Recruiting new employees
B. Solving customer issues
C. Calculating overhead costs
D. Developing ad campaigns
B. Solving customer issues
According to the text, there are several questions you should ask yourself as you decide
whether a career in sales is appropriate for you. Which one of the following is LEAST relevant
to determining whether a career in sales is best for you?
A. Do I mind traveling for work?
B. How much money do I want to earn?
C. Am I willing to transfer to another city?
D. How much freedom do I want in a job?
B
According to the text, what is the most difficult trait for a salesperson to develop?
A. Self-control
B. Kindness
C. Patience
D. Caution
A. Self-control
The most effective way for sales managers to influence the ethical performance of their
salespeople is
A. Lead by example
B. Provide clear guidelines
C. Communicate policies clearly
D. Punish unethical performance
A. Lead by example
(11242) Which department should sales co-ordinate with, for achieving more sales?
A. Human resources
B. Production
C. Advertising
D. All of these
D. All of these
(11161) When a company sets out to analyze, plan, implement, and control sales force
activities, the company is undertaking
A sales design
B. sales force management
C. group sales efforts
D. co-op selling and advertising
E promotional objectives
B. sales force management
(11169) An operational planning process expressed in financial terms is
A. Budgeting
B. Test marketing
C. Quotas
D. Budget variances
A. Budgeting
Which of the fclluwmg would be a good approach statement for a salesperson to use?
A- Can I help you find something?
B- How may i help you?
C- Are you looking for anything in particular?
D- Hello, welcome to our store-
E- Would you be interested in applying for our credit card? You can save 10 percent, today!
D
The "heart" of the eight work characteristics for sales success is:
A. love of selling
B. cultural sensitivity
C. sales knowledge
D. communication ability
A
Which of the following statements about small businesses is false?
A. Almost half of all US. firms are small businesses
B. Small firms are a vital component of the US. economy
C. Small businesses can be both incorporated and unincorporated
D. Most large firms began as small businesses
A
(11271) Which type of sales approach is best for today's customers who expect answers,
results, and useful products?
A hard-sell
B. customer-solution
C. razzle-dazzle
D. sales development
E. personal relationship
B. customer-solution
What is a key advantage of relationship selling for businesses?
A. Minimizing sales team effort
B. Higher customer turnover
C. Leading to customer loyalty
D. Closing sales quickly
C
Customers who tend to postpone all decisions, and who want the salesperson to make the
decision for them, are characterized as _______
A. Sociable
B. Defensive
C. Interruptive
D. Indecisive
E. Impulsive
D
(11165) Techniques used to implement motivational theories or approaches (e.g., sales
contests, sales meetings, promotion opportunities, and incentive programs) are known as
A. Sales Meetings
B. Sales contests
C. Motivation
D. Sales motivation strategies
D.
In a large firm like Hewlett-Packard or General Electric, a salesperson's career path usually
begins at the level of
A sales trainee
B. key account salesperson
C. assistant manager
D. district sales manager
E sales engineer
A
Peter sells electrical supplies to retailers and home builders. Peter's organization buys
theelectrical supplies from various manufacturers. Peter is best classified as a(n) ..............
A. wholesale salesperson

B- sales engineer

C- accounts representative

D- detail salesperson
A
(11267) In the position of an account representative, an employee is most likely to:
A closing sales, getting orders
B. sell tangible, highly complex products to industrial buyers and manufacturers
C. call on a large number of already established customers and ask for orders
D overcoming objections; developing relationships
E. concentrate on performing promotional activities and introducing new products
C. call on a large number of already established customers and ask for orders
An employee at a fast-food restaurant who asks the manager for a raise is engaged in the
selling process.
A. True
B. False
A. True
(11261) A company that treats its salespeople as valuable contributors with unlimited
income opportunities has developed a(n) that will have fewer turnovers and higher sales
force performance
A. sales force system
B. organizational climate
C. compensation package
D. sales structure
E workload
B. organizational climate
The Golden Rule of Personal Selling refers to the sales philosophy of
A. giving more importance to sales maximization than profit maximization
B. making sales mutually beneficial to the buyer and seller
C. unselfishly treating others as you would like to be treated
D. realizing a major part of the profit from only a few customers
C. unselfishly treating others as you would like to be treated
Billy Marshall sells blank aluminum cans for soda manufacturers to fill. Billy would be best
classified as a(n)
A direct salesperson
B. sales engineer
C. industrial products salesperson
D. account representative
C. industrial products salesperson
The Golden Rule of Personal Selling describes the willingness to plan and execute product,
price, distribution, and promotion plans so as to create exchanges that satisfy individual and
organizational objectives
A. True
B. False
B. False
_______ is not a critical selling skill.
A. Persistence
B. Spontaneous planning
C. Listening
D. Follow-up
E. Time management
B
The person behind the counter at McDonald's who enters your order, takes your money, and
hands you your food is a(n):
A. sales executive
B. direct salesperson
C. retail salesperson
D. account representative
E. order-getter
C
(11237) goals? How many qualified leads should you be managing in your pipeline to ensure
you will hit your
A. Your pipeline and your sales goal should be equal
B. Your pipeline should be 3-4 times your target
C. Your pipeline should be 10 times your target
D. None of the above
B. Your pipeline should be 3-4 times your target
When developing the sales program for her university, Yesenia recognized in the short run,
her program
A. Must include an analysis of long-term threats
B. Must fit within the organizational situation and limitations
C. Should push the envelope of institutional selling
D. Should emphasize possibilities rather than current conditions
E. Should maximize short run revenues
B
skills refer to the seller's understanding and proficiency in the performance of specific tasks.
A. Operational
B. Automated
C. Technical
D. Transactional
C. Technical
Brendan is a new sales rep and is learning about his company's corporate culture. He will try
to learn about the company's
A. History
B. Research and development efforts
C. Service capabilities
D. Financial condition
E. Technological capacity
A. History
According to Consumer buyer behavior, Who is/are important in the buying decision?
A. Initiator
B. lnfluencer and User
C. Decider and Buyer
D. All of Above
D
Which of the following is NOT the inputs of company's marketing information system
(Mkle)?

A. Marketing research

B. Market intelligence

C. The company's supplier

D. The company's own internal accounting system
C
"Our goal is to increase sales of product A by 20% within 6 months. To achieve this, we will
increase online advertising campaigns and strengthen cooperation with 3 major distribution
partners. We will evaluate progress monthly and adjust strategy if necessary"
A. This is a SMART business objectives
B. This is not a SMART business objectives
C. This is a CRM objectives
D. This is not a CRM objectives
A
Which statement is correct about the tasks and skills of key account management?
A. All salespeople are suitable for the role of key account management.

B. Choosing the top salesperson to handle the key account management is recommended.

C. Key account management strategically manages high-revenue, high-potential customers

by offering customized solutions and value-added services, cultivating lasting relationships.

D. Teamwork is not a required skill for key account manager because salespeople tend to
work independently.
C
How does technology improve customer service for salespeople?
A. By making salespeople less accessible to customers
B. By providing information on stock levels and quotations
C. By increasing the time salespeople spend on administrative tasks
D. By reducing communication with customers
B
In which of the following industries are you most likely to find a sales engineer being used?
A. Apparel
B. Pharmaceuticals
C. Pet supplies
D. Health food
E. Heavy equipment
E.
(11241) What refers to advantages of using Sales force automation (SFA)?
A. Salespeople can more effectively and efficiently schedule sales calls and make
presentations
B. The cost of training the sales force is less expensive
C. Salespeople can develop a stronger organizational climate
D. The sales force is more motivated to acquire new customers
A. Salespeople can more effectively and efficiently schedule sales calls and make
presentations
In order to grow your business this year you need well qualified leads. Where can be the
best place to find these leads?
A. Tradeshows
B. Networking events
C. Referrals from customers
D. None of the above
C
(11188) A salesperson should seek out, clarify, and overcome any customer objections
during the sales presentation in order to
A offer the buyer a discount for placing an order
B. minimize the buyer's concerns about the product
C. compliment the buyer for mentioning the objections
D. turn the objections into reasons for buying
E. turn the objections into an opportunity for humor
D. turn the objections into reasons for buying
................... is an example of a technology communication selling activity.
A. Developing effective presentation skills
B. Following up after customer contact
C. Developing time management skills
D. Listening effectively
E. Emailing
E. Emailing
A senior salesperson regularly contacts the larger, more important customers. This function
is referred to as a(n) .............sales position.

A- key account

B- composite

C- alternate

D- technical
A
The selling process consists of several steps that the salesperson must master, focusing on
the goals of ____ and ____ from them.

A. closing sales; getting orders

B. getting new customers; obtaining service ideas
C. getting new customers; obtaining orders
D. overcoming objections; developing relationships
E. managing old customers; following up
C
(11197) The rapid growth of sales promotions in consumer markets is most likely the result
of all of the following factors EXCEPT
A. consumers and large retailers becoming more deal onented
B. product managers facing pressure to increase current sales
C. competing brands attempting to differentiate from each other
D. declining advertising costs
E. advertising efficiency on the decline because of media clutter
D. declining advertising costs
Which of the following is most likely a characteristic of traditional salespeople?
A. Seeking recognition for their efforts
B. Finding others' interests more important than their own
C. Focusing exclusively on customer service
D. Making legal and ethical decisions
A. Seeking recognition for their efforts
The 'bow-tie' relationship is usually applied in modern buyer-seller relationship?

A. True
B. False
B
When evaluating sales channels, what factors should a company consider to ensure long-
term success?
A. Only short-term profits
B. Current market trends
C. Customer preferences and changing market dynamics
D. Historical sales data
C
Which of the following is a primary reason that companies use e-learning to conduct sales
training programs?
A. Customer needs and habits are easily conveyed through e-learning
B. Customers appreciate the flexibility of e-learning
C. E-learning allows for more employee feedback
D. E-learning is the best way to simulate sales calls
E. E-learning cuts training costs
E
Direct sellers sell face-to-face to consumers who use the products for their personal use.
A. True
B. False
A
(11176) Which of the following is a potential drawback of using Web-based technologies for
making sales presentations and servicing accounts?
A. Salespeople have to invest more time in preparing for this type of interaction with
customers
B. The cost of the technology outweighs any savings gained by eliminating the need for
travel
C. The systems can intimidate salespeople who are unfamiliar with the technology
D. Customers are less likely to buy the product when a Web conference is used
E. Customers lack the technology required to participate in a Web conference
C. The systems can intimidate salespeople who are unfamiliar with the technology
The acronym ABCS represents the tools needed for creating a successful marketing mix.
A. True
B. False
B. False
(11194) Which of the following best describes the practice of value selling?
A. earning business from customers based on low prices
B. delivering superior customer value and capturing a fair return on that value
C. closing deals quickly to meet team sales quotas
D. gaining short-term sales that increase annual sales volume
E. challenging customers to find better deals for products and services
B. delivering superior customer value and capturing a fair return on that value
What should a salesperson do when the buyer says: "sorry but I don't like the appearance of
your product"?
A. Question the nature of the object to clarify the problem.
B. Agree with what the buyer said and offer another product
C. Try to convince the buyer to change their mind about the appearance
D. Turn the object into a trial close
A
(11224) The growing trend of using a group of people from sales, marketing, engineering,
finance, technical support, and even upper management to service large, complex accounts
is known as selling
A. department
B. multiple
C. team
D. personal
E. complex
C. team
Of the three typical types of sales force structures, which one is often supported by many
levels of sales management positions in specific geographical areas?

A territorial

B- product

C- customer

D- complex systems

E- others
A
A salesperson that adheres to the Golden Rule of Personal Selling:
A- finds others' interests most important
B- requires intensive monitoring from managers
C- focuses on laws rather than morals
D- is driven by pride and'recognitiOn
A
.............is a set of activities that needs to be performed to achieve the goals of sales force.
A Operational planning

B- Strategic planning

C. Sales plan

D- Sales planning process

C
Anderson is a used cars salesperson, and he believes in the Golden Rule of Personal Selling.
He would most likely believe that:

A- an action is acceptable if it is legally correct

B. salespeople should be driven by pride and achievements

C. money and long-term customer loyalty are essential

D- positive sales results are to be attributed to other people

D
(11245) Your total sales during a six-hour shift were $1,200. Your individual performance in
terms of sales per hour would be
A $1,200
B. $200
C. $2.000
D $400
E. $66
B. $200
Companies are always looking for ways to increase face-to-face selling time. All of the
following are ways to accomplish this goal EXCEPT ________

A. using phones and video conferencing instead of traveling

B. simplifying record keeping and other administrative tasks
C. developing better sales-call and routing plans
D. reducing the number of customers each sales representative must visit
E. supplying more and better customer information
D
What makes selling services more challenging than selling products?

A. Abstract nature
B. High demand
C. Standardization
D. Tangibility
A
Which sales promotion technique involves distributing small quantities of a product to
potential customers?
A. Cash bonuses
B. Free samples
C. Vouchers
D. On-pack gifts
B
Consumers will favour products that are available and highly affordable, and that
management should therefore focus on improving production and distribution efficiency
depending on which business philosophy?
A. Selling orientation
B. Marketing orientation
C. Product orientation
D. Production orientation
D
(11266) All of the following are disadvantages of the team selling approach EXCEPT which
one?
A. Selling teams can overwhelm customers
B. Many salespeople are unaccustomed to working with others
C. Selling teams decrease costs
D. Individual contributions and compensations can be difficult to assess
E. Most salespeople are trained to excel in individual performance
C. Selling teams decrease costs
Emotional self-control is difficult for many salespeople to develop because of personal and
financial investments in making sales to customers

A- True

B- False
B
(11270) Which stage of the product life cycle is characterized by the entrance of many new
competitors and tremendous growth in sales and profits?
A. Vulnerability
B. Maturity
C. Growth
D. Entry
E. Introduction
C. Growth
Salespeople do not need increase sales in old accounts if they are generating a sufficient
quantity of new customers.
A. True
B. False
B. False
(11225) Which of the following best explains why companies are adopting the team selling
approach to service large, complex accounts?
A. Products have become too complicated for one salesperson to support
B. Customers prefer dealing with many salespeople rather than one sales representative
C. Salespeople prefer working in groups because of the opportunity for flex hours and job
sharing
D. A group of salespeople assigned to one account is cost effective for corporations
E. Fewer skilled salespeople are working in the high-tech industry
A. Products have become too complicated for one salesperson to support
The basic competencies of selling that are required of top professional salespeople are
selling skills and
A. accounting knowledge
B. ethical social responsibility
C. product knowledge
D. interpersonal communication
E computer expertise
C. product knowledge
Which of the following is NOT part of the acronym SUCCESS?
A. Cultural sensitivity
B. Strategic thinking
C Personal characteristics
d Stamina for the job
e. Use of the Golden Rule
A. Cultural sensitivity
The individual's learned proficiency at performing necessary sales tasks is called....................
A- Sales aptitude

B- Motivation

C- Reward

D- Sales skill level

E- Satisfaction
D
Salespeople should avoid providing information to their companies or customers about
competitors' activities or market opportunities since such actions violate client confidence
and are considered unethical

A. True

B. False
B
Jobs such as inside retail sales and outside delivery are typically performed by order-getters
A. True
B. False
B
In which of the following situations is the individual NOT actively engaged in selling?
A. Daniel is creating a logo for his home-based Web services company
B. Anna is trying to persuade her husband to attend her family reunion
C. Chad is trying to convince his biology lab partner to sketch the internal organs of the frog
they dissected in lab
D. Brendan is persuading Marilyn to loan him $10, so he can order a pizza
E. Steve is trying to convince his professor that he deserves an "A"
A. Daniel is creating a logo for his home-based Web services company
Fred has decided to switch from cable to satellite television. Fred calls DirecTV and speaks
with an individual named Susan who places the order and collects Fred's payment
information. Susan is most likely a(n):
A. detail salesperson
B. service salesperson
C. wholesale salesperson
D. order-taker
D
Arthur, a pharmaceutical sales representative, is liked by his clients and he likes them. He is
never critical and unsympathetic of his customers. Arthur most likely has skills
A. conceptual
B. technical
C. operational
D. networking
E human
E.human
Which of the following is the LEAST relevant characteristic that a salesperson should
consider when qualifying a prospect?
A. special needs

B. financial ability

C. location

D. longevity in the market

E. volume of business
D
One of five principal goals for the presentation is not___
A. Build product interest
B. Educate the customer
C. Nurture the customer's desire and conviction to purchase
D. Get the customer's attention
E. Agree on a price
E. Agree on a price
Laura sells drawer pulls, hinges, and other decorative metal pieces used in manufacture of
furniture. Since the products that she sells to the furniture markers are nontechnical in
nature, Laura could be best described as a(n):

A. industrial products salesperson

B. account representative
C. order-taker
D. detail salesperson
E. sales engineer
A. industrial products salesperson
During which stage of the selling process does the retail employee have the opportunity to
"set the mood" for a sale?
A. Suggestion selling
B. Approach
C. Closing thesale
D. Prospecting
E. Sales presentation
B
People like to buy from people they know and trust, which illustrates the importance of
using:
A. the golden rule of selling

B. no rule of selling

C. traditional methods of selling

D. the trial close ahead of close

A
According to recent Gallup surveys, most Americans believe that traditional salespeople are
overly interested in the needs of customers.
A. False
B. True
A
Dominique, the new national sales manager is learning about the internal organizational
environment in her company. She will learn about all of the following EXCEPT
A. Research and development activities
B. Financial resources
C. Human resources
D. Social and cultural environment
E. Service capabilities
D
Which of the following is an advantage created by the use of a sales force automation (SFA)
system?
A. lower costs for training sales personnel
B. increased motivation to acquire new customers
C. decreased need for an inside sales force
D. stronger organizational climate developed by the sales team
E. more efficient scheduling of sales calls and sales presentations
E
The sales process refers to the checklist salespeople use to prepare for addressing prospects'
objections
A. True
B. False
B. False
Much of what drives ethical behavior in sales organizations is the overall culture of the firm
and
A. Service capabilities
B. Supply chain management strategies
C. Technological support
D. The external environment
E. The tone set by upper management
E
Which of the following is NOT a closing technique?
A asking for the order
B. reviewing points of agreement
C. offering to help write up the order
D. explaining that the buyer will lose out if the order isn't placed now
E. asking the buyer to clarify any objections
E.