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[answered] 1. The two most responsive of the four social styles discus

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1. The two most responsive of the four social styles discussed in the text are


A. Amiable and expressive.


B. Analytical and driver.


C. Driver and expressive.


D. Analytical and amiable.


E. None of the above pairs.


2. Which of the following is not characteristic of the driver's social style?


A. Likes control.


B. Likes involvement.


C. Supportive and concerned for the "people" in the organization.


D. Dislikes inaction.


E. Decisive in action and decision making.


3. Making an informal, slow paced presentation using visual aids along with testimonial information is an


effective tactic when dealing with:


A. Expressives.


B. Amiables.


C. Drivers.


D. Analyticals.


E. None of the above.


4. Asking open ended questions that allow prospects to talk at length about their plans for growth and


their goals is an especially effective technique when dealing with


A. Drivers.


B. Analyticals.


C. Amiables.


D. Expressives.


E. None of the above.


5. Dealing successfully with each of the four social styles depends on being able to identify


A. Their degree of technical training.


B. Their ethnic backgrounds and education.


C. Their preferred pace and priorities. D. Their ability to respond to the salesperson's social style.


E. None of the above.


6. A necessary step when selling to an analytical person is being able to


A. Listen and respond passionately about which product will help the largest number of people.


B. Support your logical proposal with full documentation.


C. Tell them which product is going to pay off big in the long run.


D. Relate and empathize with their need to be a part of the team.


E. Stroke the client's ego as you patiently wait to make a sales pitch.


7. Which of the following is not an objective nor necessarily a result of preapproach planning?


A. It guarantees that a salesperson will not be faced with any sales resistance or objections during the


sales interview.


B. It requires learning how to approach the prospect. This includes determining their behavioral style


and adapting the presentation to fit their style.


C. It attempts to discover the prospect's dominant buying motive that will satisfy their needs.


D. It involves knowing about the prospect's needs, buying motives, ability to buy, credit rating, etc.


8. Clark is a pharmaceutical sales rep trying to get an appointment with Dr. Leverich. Elizabeth Anderson


schedules all of Dr. Leverich?s appointments. Clark has become convinced that Elizabeth is intentionally


thwarting his attempts to meet with the doctor in person and resorts to some rather snide and sarcastic


language in dealing with her. Aside from the fact that this is just plain bad manners, what has Clark


obviously forgotten?


A. To act condescendingly towards people in lower-paying and lower-status positions.


B. That Ms. Anderson has no right to control Dr. Leverich's time.


C. That he should ask Ms. Anderson how to meet the doctor's current pharmaceutical needs.


D. That Ms. Anderson may have significant influence over the purchase of certain products.


E. All of the above.


9. According to experts in the field, the most effective way to prepare for a presentation is to


A. Ensure that you have material for the prospect to read during the presentation.


B. Prepare note cards with key topics that need to be covered during the presentation.


C. Videotape yourself practicing your presentation ahead of time. Review it, looking for awkward speech


patterns and annoying habits. That way you can eliminate them before giving the real presentation to


the prospect.


D. Memorize the material so that nothing is forgotten in front of the client. E. Try and answer as many objections that can be anticipated in the preapproach presentation.


10. Which of the following is not one of the steps in preapproach planning?


A. Studying product and sales literature.


B. Analyzing prospect information.


C. Planning each sales call.


D. Going over the oral presentation.


E. Scheduling the actual meeting with the prospect.


11. As a receptionist for an engineering firm, one of Carl's responsibilities is to sort through the mail to


screen all incoming correspondence. Which of the following terms applies to Carl as he seeks to protect


the time of his superiors by carefully screening the information?


A. Bird dog.


B. Gatekeeper.


C. Whistle blower.


D. Influencer.


E. Center of influence.


Chapter 8 (Qs 7 ? 12)


12. Rick Jones is a sales rep for The Pump-Out Pump Company, which is a firm that makes a line of


pumps for draining and keeping construction sites dry. Rick has just been contacted by a site foreman for


the XYZ Construction Company. The site foreman tells Rick that two of XYZ's old drainage pumps are


malfunctioning and that he would like to look at some new Pump-Out pumps. The site foreman cautions


Rick, though, that Rick should first visit with XYZ's purchasing agent before coming out to the


construction site. Who would most likely be Rick's best source of preapproach information before he


tries to schedule an appointment to visit with XYZ's purchasing agent?


A. The purchasing agent for the XYZ Construction Company.


B. XYZ's vice president of production.


C. Another salesperson who has called on other construction companies in the past.


D. The secretary of XYZ?s purchasing agent.


E. The XYZ site foreman?that is, the person who contacted Rick in the first place.


13. Which of the following is the best example of the compliment approach?


A. "Mr. Smith, I?ve learned that you?re highly respected in your industry."


B. "Mr. Smith, you are just plain lucky to be working for a company regarded as highly as yours is!" C. "You have a very professional looking office. The well cared for plants and contemporary decor add


style to the work environment."


D. "This is a great building!"


E. "I like your plants.... They?re really great plants."


14. Which of the following is usually considered the least effective way to approach a prospect?


A. "You don't know me, but Joe with Cracker Barrel suggested I introduce myself to you."


B. "I believe we both know Ken Harris."


C. Hand the prospect your product, assuming your product is unique and has eye appeal.


D. "Hi, I'm Jennifer Kirkpatrick with IBM."


E. None of the above would be effective.


15. Which of the following is least likely to be appropriate in a meeting with the curator of an art




A. A wrinkled and frayed sports jacket.


B. A tasteful ear piercing on a male.


C. Simple, refined jewelry.


D. Long but clean and carefully styled hair.


E. Fashionable clothing.


16. In what kind of situation is small talk least advantageous to the salesperson?


A. A first meeting with an amiable personality style.


B. In a first meeting with a driver personality style.


C. A first meeting with an analytical personality style.


D. A first meeting with an expressive personality style.


E. None of the above, initial socializing always warms up the interview.


17. Which of the following characteristics of Joe Fitzpatrick, a young, relatively inexperienced


salesperson, would most likely be noticed first by a prospect?


A. Joe's presentation style.


B. Joe's gold hoop earrings.


C. Joe's ability to be witty and funny.


D. Joe's accent.


E. Joe's limp-wrist handshake. Chapter 9 (Qs 13 ? 19)


18. Establishing rapport with a client is extremely important, and asking your prospect questions can be


an excellent mechanism for doing so. A question that you would ask in an effort to establish rapport


might be


A. Who did you vote for in the last presidential election?


B. Where do you attend church?


C. What do you think of our governor?


D. Did you attend college here in Tennessee?


E. All of the above would be good questions.


19. You are quite good at using your knowledge of social styles to make your opening statements. On this


occasion, you decide to use this opening: "Doing business globally today is extremely challenging and


can put a great deal of pressure on the people in your company. Our product has a way to assist you in


making them feel more comfortable." What social style is your prospect on this occasion?


A. Amiable.


B. Expressive.


C. Driver.


D. Analytical.


E. None of the above.


20. Which of the following is a good listening behavior?


A. Figuring out what the speaker is trying to say before s/he's finished saying it.


B. Asking people?s points of view.


C. When the speaker is saying something that you?re excited about, go ahead and interrupt?it shows


that you?re enthusiastic, too.


D. Avoid taking notes, because prospects expect you to memorize everything they say.


E. None of the above is a good listening behavior.


21. Each person described, below, thinks s/he is using good listening behavior. Which one is most




A. During class the other day Hattie's professor mentioned that "leatherneck" is a nickname for a


member of the US Marine Corps. The word sidetracked her because it made her think of a nature


documentary on leatherback sea turtles she'd seen the night before. She did a few Google searches


about them, but kept listening to the class discussion, too.


B. Jack was enjoying hearing his daughter describe her frustrating trip home from work during rush hour


because it was so much fun watching her animatedly "talk with her hands." C. Beatrice has a habit of asking her prospects about their needs and opportunities before beginning to


tell them about the benefits of her company's services.


D. To stay focused on the speaker during the sales training seminar Joy counted seconds between the


times the speaker said "You know??


E. Libby's husband, Gary, always read the morning paper while she told him her plans for the day over


breakfast. He told her that he had to because she was so pretty. "If I was to watch you talking," he


explained, I'd be too distracted to remember anything you said!"


22. A large percentage of business miscommunication comes through poor listening skills. Which of the


following is true of salespeople with poor listening skills?


A. They tend to be more focused on their presentation than on listening to the prospect.


B. They are distracted by other people walking through the room.


C. They are only partially engaged, spending most of their time thinking of what they want to say next.


D. They have a difficult time concentrating on what the prospect is saying.


E. All of the above seem to be true of salespeople with poor listening skills.


Chapter 10 (Qs 20 ? 26)


23. The SPIN method is outlined in your book. "SPIN" is an acronym that stands for:


A. Scenario, Problem, Implication, Need-Payoff.


B. Situation, Problem, Implication, Need-Payoff.


C. Situation, Payoff, Implication, Need.


D. Scenario, Possibilities, Initiative, Necessity.


E. Set-up, Puzzle, Inference, Need.


24. A prospect objects to a formal study of his plant's operations. The salesperson responds, "I am sure


that you have reasons for your feelings. Would you mind commenting further about your objections to


the study?" This is an example of which of the following?


A. Permissive statement.


B. Internal summary question.


C. Getting agreement of the problem question.


D. SPIN selling question.


E. Amplification or continuation question.


25. "Need discovery is the foundation upon which a successful sale is built. Telling prospects what they


need is a mistake." This statement from the textbook is explained best by which of the following? A. People are more receptive to salespeople when they think they (the prospects) have come up with


the solution.


B. A salesperson should simply sit and let the prospect talk about his problems ? and take notes.


C. A salesperson should tell prospects what they need in a very subtle, round-about manner.


D. A salesperson should never openly suggest ways his product or service may assist the prospect.


E. None of the above.


26. Sylvia was owner of a fashionable ladies retail store. But she was so busy trying to run the store that


she often did not pay complete attention to what her sales associates said to her. So Sylvia decided to


improve her listening skills by practicing some mental activities. Which of the following is not a mental


activity to practice?


A. Take notes so she won't forget details that her sales people point out about the store and customers.


B. Store key phrases in her memory to be used later to show she really is empathetic toward her




C. Anchor in her mind the points made by each sales person to reinforce what she heard.


D. Begin making a judgment about what her sales people are telling her before she hears the entire




E. Allow her sales people plenty of time to ask questions or to express their ideas.


27. Which of the following is not an example of solid, tangible evidence to support claims?


A. Showing energy ratings of heating/air conditioning units.


B. A taste of cheese at the supermarket.


C. Test driving a car.


D. Showing a swatch of material from which the garment is made.


E. Telling about a funny situation that happened to one of your clients.


28. Melinda often says, "What this means to you," when she is illustrating to customers how the features


of the product can benefit them. This verbal selling tool is referred to as a


A. Nail down technique.


B. Unit of conviction.


C. Transitional phrase.


D. Conversion clause.


E. Prepositional phrase.


Chapter 11 (Qs 27 ? 34) 29. What is the most important reason to get the prospect involved in the selling process?


A. Involvement by the prospect is the key step in a successful approach.


B. It is the prime tactic of selling.


C. Most prospects are really not interested in your product to begin with.


D. It makes your position less stressful.


E. Prospects who SAY and DO nothing during a presentation also very often BUY nothing.


30. Which of the following sales presentation principles should a salesperson consider to be the poorest




A. Everyone involved in the sales call should be involved in the process in some way.


B. If you experience an interruption, trust your sense of timing as to whether or not to continue.


C. It is very important that you gain the prospect's attention and maintain his/her interest.


D. Don't worry about presenting evidence in support of claims in the presentation.


E. Use a demonstration when possible to get the prospect's visual sense involved.


31. "Considering these facts, you'd agree that this is a safe tire, wouldn't you?" is an example of which


element in a unit of conviction?


A. Case history.


B. Transitional phrase.


C. Testimonial.


D. Facts and statistics.


E. The tie-down.


32. While many companies provide comprehensive sales materials to their salespeople, most


salespeople will also develop materials of their own, which suit their individual styles. Which of the


following would be least sensible for you to use as a "personal" sales aid?


A. Pictures of product installations in existing customer's plants or offices.


B. Letters from your previous employer about how your years of service to that company were




C. Notes from existing clients expressing appreciation for your company's products and services.


D. Pictures of clients actually using your company's product.


E. Letters from existing customers expressing satisfaction with your service as a salesperson.


33. Tyler has been vying for a construction contract for the development of a shopping mall to be built in


Franklin, TN. Tyler's usual tactic for getting contracts is simply word of mouth: he has an impeccable reputation that usually sells itself. However, this commercial development company (of the shopping


mall) is unfamiliar with Tyler, and views Tyler's demonstrations as perhaps a little inferior to one of the


competing contractor's presentations. Given his reputation, what would be a good course of action for


Tyler to use in his next meeting with the shopping mall development company?


A. "Low ball" his competition and win the client over by cutting his price.


B. Tyler should have a few of his most loyal clients personally call the development company to tell about


their experiences with Tyler.


C. Build an even more elaborate presentation to show his superiority.


D. Give the prospective client his business card and tell him to call if he changes his mind.


E. Tell the developer about a job that his competitor went over budget by several million dollars.


34. On two previous occasions, Lee's presentations to a prospect were interrupted by several phone calls


and drop-in visits from the prospect's colleagues. At the beginning of Lee's third presentation to the


prospect, it would be sensible for Lee do which one of the following?


A. Ask the prospect to meet later today, after 6:00 pm, when the office will be quieter.


B. Ask the prospect to take a ride with him, so they can meet at Lee's office.


C. Ask the prospect to contact him when he thinks he will have free time in which to see him.


D. Ask the prospect to have the secretary hold calls and visitors until the presentation is over.


E. Ask the prospect to clear more than a one-hour time space to allow for those frequent interruptions.


35. Look positively at objections offered by prospects because an objection often reveals the key to a


successful sale. If prospects have been properly qualified, then offering resistance is another way for


them to say,


A. "I want to buy, but I need you to give me a few more facts, or reassure me that buying is the smart


thing to do."


B. "Your product is nice, but we cannot utilize it right now."


C. "I do not want to buy your product at this time."


D. "I like your product, but I like your competitor's better."


E. Any of the above would be a logical interpretation of a properly qualified prospect's objection.


36. Frank sells lumber to local builders. Today, Frank is calling on Mr. Earl, who is a newcomer to the area.


After introductions, Frank begins his presentation. About midway through Mr. Earl stops him saying,


"Look son, I am sure what you are saying is true...but my sources say that your prices are the highest in


town." Frank replies, "Yes, sir, we do have higher prices than our competitors. The reason they're higher


is because our customers find that our lumber is the best. The reasons it's the best are that we grow our


own trees and carefully tend them to maturity; we have a special division to cut them to meet each


customer's specific requirements; then, we kiln-dry the wood and treat it with special chemicals for


longer life. And, we have shorter delivery times." Frank handled the objection by A. The feel, felt, found method.


B. Denying the objection.


C. Ask a specific question method.


D. The compensation method.


E. Using the comparison method.


37. Which one of the following methods of handling objections is used most frequently to separate


excuses from real objections?


A. The feel, felt, found technique.


B. Deny the objection.


C. Turn objections into sales points.


D. Postponing the answer until later in the sales call.


E. The use of the boomerang technique.


38. The type of objection that?s most difficult to overcome during the selling process is illustrated by


A. "The repair bills will break me."


B. "Your price is too high."


C. "We can't afford that model."


D. "I'd like to think about it for a while."


E. None of the above.


Chapter 12 (Qs 35 ? 42)


39. Early in the interview, you reply to an objection about price by saying, "It's difficult to give an


accurate price before I understand your needs completely. At this point, I cannot even recommend that


you buy." This technique is known as


A. Forestalling the objection.


B. Postponing the answer.


C. Answering immediately.


D. Ignoring an excuse.


E. Anticipating the objection.


40. Donald has just completed making a presentation to a long-sought client. He noted that the client


had multiple objections during the presentation. According to the text, how should Donald be feeling


right now?


A. Really worried. What did he miss in his research? B. Mildly pleased. Objections are requests for more information so this means that the client is probably




C. Very pleased. Successful presentations that end in a sale have twice as many objections as others


during the sales interview.


D. Happy, but with more work to do. Certain questions and comments from prospects are described as


"buying signals", but they're not nearly ready to sign yet.


E. Concerned. Why did so many questions arise at this point in the sales cycle?


41. Put the following objection into its correct category: "I have to think this over and talk to my


employees about it." This is an example of


A. A service objection.


B. A company objection.


C. A stall or put-off objection.


D. A price objection.


E. A "you?ve-forgotten-to-offer-me-a-bribe" objection.


42. Using the "feel, felt, found" technique for negotiating objections is particularly useful when:


A. The client's objections are of a very personal nature.


B. The client's objections are not valid, so simply don't need to be addressed.


C. The client's objections are well-founded.


D. The client's objections are jeopardizing future sales.


E. The client's objections may need to be answered at some point, but not at that moment.


43. Jane is a promising young salesperson. Sometimes, though, when she completes the sales process


and attempts to close the sale, her prospect refuses to buy. When this happens, Jane's failure to


successfully achieve a close may mean that


A. Jane is a poor closer and probably should not be in sales.


B. Jane's presentation didn't focus on the most important benefits to meet the prospect's needs.


C. Jane may actually have lost the sale long before she asked for the order.


D. The wrong or insufficient evidence was supplied in the presentation to support Jane's claims about


the product.


E. Any of the above four explanations may be true?but answer A. is the one that?s least likely to be true.


44. Everyone knows that success requires perseverance. As a salesperson, you must be persistent when


trying to make a sale. This means that you should A. Tell the prospect that you will call on him three times; after that you will assume that he doesn't want


to buy.


B. Call every day to remind the prospect of the product and see whether he or she has made a decision.


C. Make meaningful calls on the prospect to update him or her and provide more information about your




D. Tell the prospect that four other customers are buying your product and that he had better hurry up.


E. None of the above is a good persistence technique.


Chapter 13 (Qs 43 ? 50)


45. After browsing through a clothing store, a customer picks out a blouse. The salesperson greets the


customer, who hands the blouse to the salesperson. The salesperson then walks to the cash register and


begins to ring up the order. This would best illustrate the ________ close.


A. Order-blank


B. Physical-action


C. Direct


D. Alternate-choice


E. Minor-point


46. The salesperson has just completed his sales presentation. Turning to the prospect, he says, "Mr.


Jones, would delivery be convenient on Friday, or would you prefer Monday?" The salesperson is using


the ________ close.


A. Minor-point


B. Order-blank


C. Physical-action


D. bi-directional


E. Alternate-choice


47. One closing method suggested is to ask the prospect questions that help the sales rep to begin filling


out the contract. For example: "Mrs. Williams, what address will this be delivered to?" This is known as


the ________ close.


A. Physical-action


B. Order-blank


C. Alternate-of-choice


D. Direct


E. Minor-point 48. You are an advertising account executive presenting your ideas to a potential client. You expressed


your ideas thoroughly and feel that you have met the customer's needs. You conclude your presentation


by telling the customer, "Let's run your first ad beginning Friday of this week." This is a good example of


the ________ close.


A. Direct.


B. Balance-sheet


C. Impending-event


D. Summary


E. Trial-order


49. You are making a sales presentation to a prospect. At the end of the presentation you turn to the


prospect and say, "Mr. Stark, let's review together the major points of interest regarding our product and


how they specifically satisfy your needs." You are using the ________ close.


A. Impending-event


B. Physical-action


C. Summary


D. Balance-sheet


E. Direct


50. A salesperson informs a good customer, "I would recommend buying now because my company


plans to increase product prices by 10 percent, effective the first of next month." This represents the


________ close.


A. Special-inducement


B. Indirect-request


C. Impending-event


D. Assumptive or minor-point


E. Trial-order


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