Jill has called on Marcia's
1. Cosmetics for several years. She has always been friendly to Marcia but treated the other staff with indifference. When Marcia retired, Jill lost the account for what key reason(s)?
- a. It was time for a new sales representative.
- b. No one knew her.
- c. No one was educated about her products.
- d. Jill's communication style was different from the new buyers.
- e. Jill failed to develop good personal relationships with key people.
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2. Kenny works for a firm selling modern log homes and frequently conducts an open house at the site of a newly completed home.
Kenny does this in order to:
- a. choose the right setting.
- b. save travel time.
- c. cover one idea.
- d. appeal to all senses.
- e. plan for the dynamic nature of selling.
3. Most Yes responses come on the ________ closing attempts.
- a. 2nd or 3rd
- b. 8th or 9th
- c. 1st or 2nd
- d. 4th or 5th
- e. 6th or 7th
4. Which one of the following sources would be best if you were considering exporting to an international country and needed foreign country and market information?
- a. Canadian Trade Index
- b.Canadian Foreign Investment Guide
- c. Fraser's Canadian Trade Directory
- d. Department of Industry, Trade, and Technology
- e. Export Development Corporation
5. Ivana has been hired by the Zenith Company as a professional buyer because of her many negotiation tactics. When she says, "We like your proposal, but our budget is only $7 500," this is an example of a:
- a. a challenging tactic.
- b. take it or leave it tactic.
- c. a direct tactic.
- d. budget limitation tactic.
- e. let's split the different tactically.
6. Tara is developing a presentation strategy. She includes establishing objectives for the sales presentation, providing outstanding customer service, and:
- a. preplanning activities.
- b. overhead design procedures.
- c. developing the presale presentation plan.
- d. enquiring about referrals.
- e. developing a prospect base.
7. If a salesperson were attempting to involve the customer in a presentation for a diamond ring, s/he might:
- a. ask if there are any more questions.
- b. encourage the customer to try it on.
- c. explain the store's installment plan of payment for the item.
- d. lay the ring on black velvet to enhance its brilliance.
- e. inform the customer of the gem's clarity.
8. Patrick Jones is a skilled networker because he meets as many people as he can, tells them what he does, and:
- a. likes to network.
- b. asks everyone he meets for a referral.
- c. do business while he networks.
- d. pays for all entertainment costs.
- e. does not do business while networking.
9. The most widely used method for negotiating buyer concerns is the:
- a. indirect denial.
- b. direct denial.
- c. trial offer.
- d. spin method.
- e. superior benefit.
10. Miguel has had three estimates on a home alarm system and the prices are all very close. The last sales representative has indicated if Miguel purchases the alarm now he will receive a 10% discount. The type of close used is:
- a. a summary benefits close.
- b. a late close.
- c. an assumption close.
- d. a special concession close.
- e. a minor point close
11. Thomas works in the area of customer service. His duties include:
- a. closing sales.
- b. to encourage customers to spend more money.
- c. to enhance the role of the product.
- d. to prevent customers from buying competitors' products.
- e. to work one on one with clients.
12. Another name for full-line selling is:
- a. suggestion selling.
- b. partnering.
- c. cross-selling
- d. upselling.
- e. value-added selling.
13. Emma knows that a potential customer has four basic qualifications:
- 1) they need the product
- 2) they are able to afford the purchase
- 3) they are willing to buy the product
- a. they will refer others to buy the product.
- b. they will use the product.
- c. they will return for other products.
14. Heather has improved her problem-solving capabilities over her ten-year sales career. This capability translates into:
- a. lower closing rates.
- b. having more happy customers.
- c. selling more expensive products.
- d. longer sales cycles.
- e. more referrals.
15. "How has the high turnover in your company affected the morale of your employees", is an example of a:
- a. confirmation question.
- b. pleasure question.
- c. probing question.
- d. general survey question.
- e. specific survey question.
16. The length of time devoted to social contact depends on:
- a. whether or not you like the buyer.
- b. whether the buyer is serious about buying.
- c. whether you are feeling sales call reluctance.
- d. whether conversion has happened.
- e. the type of product or service sold.
17. Jason is a photocopier sales rep. He likes to compare the speed of the copier to a "Concord aircraft". Jason's goal is to make the presentation more:
- a. interesting.
- b. witty.
- c. memorable.
- d. persuasive.
- e. informative
18. The price-cost comparison is most appropriate for:
- a. inexpensive purchases.
- b. inferior quality products.
- c. transactional buying situations.
- d. products with short usage or service life.
- e. products with long usage or service life.
19. Research studies indicate that the referral approach is effective because:
- a. customers know that the viewpoint of a third party is always accurate.
- b. customers seldom trust a salesperson, but do trust a third party.
- c. customers will be far more impressed with your good points if they are presented by a third party rather than by you.
- d. customers always respect the opinions of a third party.
- e. customers don't want to take the time to really get to know sales reps.
20. Simon uses confirmation questions; questions used to determine if information is correctly understood:
- a. harly ever.
- b. throughout a sales call.
- c. at the end of a sales call.
- d. at the beginning of a sales call.
- e. in the middle of a sales call.
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