Chapter 1 - Sales management and selling: Its development and role in the American society
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1.
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Which of the following statements about sales management in the 21st century is true? 4
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  Sales managers will use a hands-off approach and let the professional salesperson be his or her own boss
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Transactional exchanges no longer occur
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Sales management must be smart and nimble and provide technology-centered solutions to support the sales effort
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Salespeople make little use of the Internet because they realize the importance of the personal touch
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2.
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__________ is the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision. 4
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Sales management
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Personal selling
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Sales promotion
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Marketing
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3.
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__________ is the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. 5
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Relationship selling
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Order processing
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Order taking
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Customer value creation
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4.
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Partnership selling is sometimes called: 5
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Transactional marketing
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Enterprise selling
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Strategic pairing
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Creative selling
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5.
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The contributions of selling include all except: 5
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The world beats a path to your door
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Productive economy
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High standard of living
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Generates direct revenue and profits
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6.
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Our economy has shifted from a “manufacturing-oriented” economy to a: 6
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A market-oriented economy
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A product driven economy
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A service driven economy
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A export driven economy
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Chapter 2 - The salesperson’s responsibilities and qualifications
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7.
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Successful selling does all the following except: 9
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Ends with the initial order
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Builds volume
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Generates repeat orders
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Satisfies the buyer
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8.
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The salesman’s duties also include: 9
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Filling orders
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Business development
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Completing reports
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Collecting market information
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9.
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The only business function that generates direct revenue and profits is: 15
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Selling
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Accounting
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Finance
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Production
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10.
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_______________ is not a common way to classify the salesperson’s job: 17
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Manufacturer
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Service
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Wholesaler
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Retailer
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11.
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Which of the following is not required for the Executing Skills category of SMEI’s SCPS® certification program.? 18
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Supply Chain Management (SCM)
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Overcoming objections
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Closing
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Customer Relations Management (CRM)
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Chapter 3 - Selling as a career
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Chapter 4 - Motivation and consumer behavior
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12.
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To be effective in his/her work the salesman must be able to do all the following except: 19
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Analyze consumer behavior
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Stick to consumer's mind
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Understand consumer behavior
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Understand what influences a particular customer
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13.
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Maslow's theory of motivation is based on a hierarchy of human needs. The need satisfied by greater income is 20
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Self-actualization
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Safety
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Participation
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Authority
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14.
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Theories of buyer motivation do not include: 25
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Mental-state theory
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Product development theory
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Appeal-response theory
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Buying-decision theory
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Chapter 5 - Information on the company, the product, competition, and advertising
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15.
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Although a salesperson is well informed as her product she need not know: 30
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How the product is made
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How life cycle costing is determined.
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The different styles
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The different models
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16.
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_______________ is not an advantage of advertising: 31
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Increased demand for product or service
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Media selection is easier in this technological age
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Creates faster turnover of inventories
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Identifies quality products (brand names)
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17.
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Product information helps the salesperson to: 31
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Pre-sell products and services
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Reinforce sales presentations
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Keep up to date on product knowledge, which is a never-ending process
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Secure new leads and contracts
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18.
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The three C's of credits not include: 34
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Capital
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Commitment
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Character
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Capacity
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19.
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There are many different ways in which the word price is used. This does not include: 36
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Right price
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List price
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Net price
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Zone price
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20.
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_________________ is not a law regulating prices and trade practices: 37
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Sherman Antitrust Act of 1890
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Pure Food and Drugs Act of 1906
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Blue Laws Act of 2001
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Federal Trade Commission Act of 1914
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Chapter 6 - Credit, pricing, and discounts
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Chapter 7 - The selling process and prospecting
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21.
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The selling process can be broken into a series of steps that include all except: 42
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Baiting the hook
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Prospecting
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Planning and delivering presentation
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Handling objections and closing
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22.
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Which one of the following is not a prospecting method? 45
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Cold-canvas
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Lists
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Bait and switch
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Company leads
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Chapter 8 - Types of sales presentations and considerations for effective delivery
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23.
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________________________ is not a type pf sales presentation: 51
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Standard memorized presentation
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Outline presentation
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Illustrative presentation
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Program presentation
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24.
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An effective delivery to be successful will not include: 52
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Preparation and organization
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Mock presentation
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Proper setting and showing
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Outline of key points
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25.
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The salesperson will always explain her product or service in terms of appeal except for: 54
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Dreaming
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Hearing seeing
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Feeling
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Smelling and tasting
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26.
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The successful sales person will emphasize: 55
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The poor quality of the competitor's products
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Avoid comparisons of competing products or services
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Make comparisons of different and similar products
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The pros and cons of her own products
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Chapter 9 - Opening the sales interview
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27.
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In executing the opening , _____________________ is not one of the things that a salesperson should avoid: 60
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False flattery
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Low-pressure tactics
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Insincerity
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Cocky and overly aggressive
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Chapter 10 - Handling objections
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28.
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Which of the following is not a major cause of customer complaints? 64
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Improper buying, habitual complainers
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Inefficient store system
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Quality relative to price
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Inadequate trained personnel
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29.
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Price objections can not include: 64
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Quantity discount
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Price is too high
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I'm waiting for a lower price
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I don't wish to spend that much
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30.
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Objection based on bad service experience does not include: 65
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ôYou don't have a service representative nearbyö
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ôYou have a lemon hereö
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It takes too long to get service'
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ôYou have a reputation for giving bad serviceö
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31.
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To handle objections in a positive manner the salesperson should do all the following except: 66
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Demonstrate the product appealing to the senses
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Guarantee the favorable result
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Compare the product with other products
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Appeal to the prospects needs and wants
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Chapter 11 - Closing the sale
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32.
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In closing the salesperson should not: 70
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Offer price and quality guarantee
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Instill confidence
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Be adequately prepared
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Use careful planning and effective execution
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33.
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The most accurate closing signals furnished by the prospect’s comments include all except: 71
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I'd like to see other samples
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It's better than anything I've seen
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What would my monthly payments be
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How soon can you deliver this product
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34.
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Trial closes are not usually necessary when: 72
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The prospect is not completely ready
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There are questions on the prospects priority in buying
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Insufficient information has been presented
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The salesperson may have answered the prospect's objections satisfactorily.
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35.
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Which of the following is not a common method used for closing? 74
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Get the prospect to make minor decisions first
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The conditional method
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The true-false choice
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Point out the risks of waiting
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Chapter 12 - Customer relations
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36.
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Successful selling cannot depend on: 82
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Criticizing the competitions weaknesses
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Repeat sales
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Satisfied customers
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Creating good will
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37.
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Good relations with customers can be developed by: 82
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Sell at a low commission
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Give post sales instructions and helpful hints
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Send fliers with rebates
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Look for related ways to help the customer
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Chapter 13 - Ethics in selling
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38.
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Ethics in selling does not have to do with: 88
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Moral principles
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Good actions and practices
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Standard codes of ethics: professional conduct
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Profit margin on sales
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39.
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The salesperson’s responsibility to the consumer does not include: 89
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To serve the consumer
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To sell something the consumer does not need
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To fill the consumer's needs
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To satisfy the consumer
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40.
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The salesperson’s responsibility to the government and society does not encompass: 93
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Concerned solely with making the company a profit
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Concern for unemployment
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Concern with pollution
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Concern with crime
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41.
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SMEI’s International Code of Ethics for Sales and Marketing refers to a salesperson’s pledge of high standards in serving your company, its customers, and free enterprise. 94
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Chapter 14 - Personal planning and
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42.
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The self-directed salesperson does not: 96
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Plan and control
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Be self motivate
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Set her own goals
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Resign herself to fate
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43.
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The salesperson should analyze the following quantitative aspects except: 96
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Sales volume breakdown of mail, telephone and sales in person
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Cash collections from credit sales
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Number of average size of orders
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Number of average calls to secure an order
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44.
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To avoid wasted calls and actions the salesperson should consider all except: 100
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Continue to call on accounts who will never buy
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Determine the people he/she will visit
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Consider their location
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Review what happened on previous calls or sales
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45.
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The salesperson’s records should include: 102
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Customer's to avoid
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Customer's name, address, telephone number
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Date of each visit
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Points emphasized by the salesperson on each visit
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Chapter 15 - Retail selling
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46.
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______________ is not part of processes and purposes in retail selling: 107
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Greet and question the customer
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Determine the customer's wants or needs
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Emphasize selling the most expensive product
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Explain and demonstrate customer's selections
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47.
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Methods of increasing retail sales do not include: 109
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Let the customer close the sale
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Know your merchandise
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Analyze the customer's needs
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Organize your presentation
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48.
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After a sale the salesperson should not do the following: 115
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Refer to a replacement product as a substitute
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Assure the customer of his wise choice
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Give him/her some additional advice
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Thank the customer for his/her patronage
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49.
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Common types of customers do not include: 116
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Just-looking type
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Assertive type
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Hurried type
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Uncertain or confused type
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Chapter 16 - Industrial selling
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50.
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Characteristics of industrial selling do not include: 122
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Schools
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Standardized products not highly specialized
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Hospitals
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Government agencies
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51.
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Industrial salespersons usually have: 124
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More accounts
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Sales require relatively lesser technical knowledge and skills
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Sales pitches are presented to several people to secure a sale
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Many sales associates
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52.
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Which one of the following is not a major buying motive of the purchasing agent: 126
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Brand
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Quality
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Service
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Price
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Chapter 17 - Sales management
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53.
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Major responsibilities of sales managers can not include: 131
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Set product standards
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Supervise the sales force
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Recruit and select
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Train sales personnel
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54.
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The sales manager is not usually responsible for making company sales forecasts. 133
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Chapter 18 - Selecting and training of salespeople
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55.
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Better selection and training procedures can result in all except: 143
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Higher profit margins
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Lower turnover rates
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More competitive sales force
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Lower sales turnover
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56.
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Personal interviews for sales positions basically do not include: 149
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Pre-basic training seminar/performance
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Preliminary or screening interview
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Follow-up or screening interview
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Planned or structured interview
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57.
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_________________ is not one of questions frequently asked in the personal interview: 150
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What are your religious and political views
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Why do you wish to pursue a career in sales
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What are your interests in our company
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What are your strengths and weaknesses
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Chapter 19 - The sales force of the future
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58.
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New techniques for sales success do not include: 156
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Get a voice-mail advantage
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Frequent house calls
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Improve your e-mail habits
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FAX casually
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59.
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Which of the following is not a sales force productivity driver? 159
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Sales research
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Sales force investment and organization
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Sales budget
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People selection, recruitment and training
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60.
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Territory level analysis has proven most to be useful for the issues except: 162
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If salespeople do not allocate their time effectively
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If target sales are well balanced.
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If all sales territories have proper workload
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If high performers are underpaid and low performers are overpaid
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