Mar3400 - Professional Selling - Test 1

Front 1

Selling involves helping customers identify problems, offering information about potential solutions, and providing after-the-sale service to ensure long-term satisfaction. The phrase often used to describe this is:

Back 1

customer-centric

Front 2

Valerie's goal as a sales rep is to add _______, which is the total benefit that her company's products and services provide to the buyer.

Back 2

Value

Front 3

In which of the following professions would knowledge of selling principles be useful?

Back 3

-Engineers seeking support for their projects.
-English majors seeking their first jobs.
-Politicians seeking office.
-Physicians attempting to influence their patients.

Front 4

A company considering Internet sales, hiring sales reps, business partners, using a manufacturer's rep, and other options is considering its:

Back 4

Go-to-market strategies

Front 5

A program coordinating personal selling with other promotional efforts is called:

Back 5

Integrated marketing communications

Front 6

Henriette gets her first sales job and is surprised to discover that she spends less than _____ percent of her time in face-to-face selling.

Back 6

35

Front 7

Martin perceives one of his roles as a salesperson is to identify opportunities to create value for his customers. Martin is a:

Back 7

relationship manager

Front 8

To say salespeople are the eyes and ears of a company in the marketplace suggests one of the roles of salespeople is:

Back 8

information provider to their firm

Front 9

In the distributor channel the manufacturer employs salespeople to sell to distributors. These salespeople are referred to as:

Back 9

trade salespeople

Front 10

Brian frequently calls on people who influence a buying decision but who do not actually place the order. Brian is a:

Back 10

missionary salesperson

Front 11

Manufacturers' agents:

Back 11

are independent businesspeople

Front 12

Which of the following is one of the factors used in describing sales jobs?

Back 12

-the stage of the buyer-seller relationship
-the salesperson's role
-location of the salesperson-customer contact
-importance of the customer's purchase decision

Front 13

Rick spends most of his time selling his company's products in the customer's place of business. Rick is a:

Back 13

field salesperson

Front 14

A salesperson who sells products to businesses which involve a group making the purchase decision and purchased infrequently sells:

Back 14

capital goods

Front 15

Successful salespeople are:

Back 15

-highly motivated
-dependable
-ethical
-knowledgeable

Front 16

Garrett, a drug company representative, has learned that the sales approach he uses with general practice physicians does not work well with hospital managers. Garrett has learned that one of the skills in sales is:

Back 16

flexibility

Front 17

Joanna has the ability to effectively understand and use her emotions and the emotions of people with whom she interacts with. Joanna has developed:

Back 17

emotional intelligence

Front 18

Retailers employ ____________ of all salespeople in the United States.

Back 18

over half

Front 19

Whether a sales job will be financially rewarding depends primarily on the:

Back 19

level of skill and sophistication needed

Front 20

Which of the following is NOT part of the Building Partnerships Model?

Back 20

the corporate accountability ethic

Front 21

Which of the following is NOT one of the four stages in the evolution of personal selling?

Back 21

growth

Front 22

Building a stronger relationship with customers is accomplished through:

Back 22

building loyalty

Front 23

Selling price minus the cost of a product and the time and effort associated with purchasing it, is called:

Back 23

buyer's value

Front 24

______________________ loyalty refers to purchasing the same product from the same vendor over time, while ______________ loyalty is an emotional attachment to a brand, company, or salesperson.

Back 24

attitudinal; behavioral

Front 25

Salespeople engaged in relationship selling consider the ________________________; the sum of a customer's purchase over their entire life.

Back 25

lifetime customer value

Front 26

A _____ partnership will occur when buyer and seller feel safe and stable in the relationship and open and honest communication takes place.

Back 26

relational

Front 27

Which of the following serves as a foundation for a successful, long-term relationship?

Back 27

-mutual trust
-organizational support
-shared goals
-open communication

Front 28

Trust in a buyer-seller relationship develops from a combination of five factors. Which of the following is NOT one of those factors?

Back 28

obstinacy

Front 29

When SuperClean dry cleaning company began to be challenged by environmentalists about the chemicals they used, Katrina, the chemical sales rep, was quickly able to supply the necessary information and strategies for addressing these concerns. Katrina was displaying ____________ in building successful partnerships.

Back 29

competence

Front 30

Which of the following is NOT a phase of relationship development for a seller and a buyer?

Back 30

attraction

Front 31

Ron is creating a supplier relationship management system to identify opportunities for __________________with his vendors.

Back 31

-cost reduction
-greater efficiency
-other mutual benefits

Front 32

Leah, a sales rep for a major advertising company has 100 regular customers. When Leah considers developing successful partnerships, she immediately thinks about two customers who are always asking questions and addressing problems months ahead of her other customers. Leah recognizes these two customers are:

Back 32

lead users

Front 33

Betty is seeking her first sales position. Before applying, Betty is doing a personal needs assessment. She will likely ask all of the following questions EXCEPT:

Back 33

Does she have the knowledge needed for the position?

Front 34

Teresa is seeking her first sales position. Teresa is looking at a potential employer and considering what the company has to offer. She will likely ask all of the following questions EXCEPT:

Back 34

Can I handle rejection?

Front 35

Which of the following is NOT one of the "Traits of Top Salespeople" listed in the text?

Back 35

restrained

Front 36

Which of the following is a good source of information about industries and jobs for someone who is looking for a job?

Back 36

-Business Week
-U. S. Industrial Outlook
-Web sites such as sales.com
-Standard and Poor's Industry Surveys

Front 37

The best source of sales job information is usually from:

Back 37

personal sources

Front 38

In general, companies look for three qualities in salespeople:

Back 38

good communication skills, self-motivation, and a positive attitude

Front 39

Which of the following statements about the cover letter sent with your resume as a part of your response to a job posting is true?

Back 39

Use an attention getting device in the first paragraph.

Front 40

Which of the following is an example of an illegal question you could be asked in a job interview?

Back 40

-What is your maiden name?
-Do you own or rent your home?
-Where were you born?
-Have you ever been arrested?

Front 41

KSAs mean a salesperson's:

Back 41

knowledge, skills, and abilities

Front 42

When a sales manager offers feedback after accompanying the salesperson on a call, the manager is conducting a:

Back 42

curbside conference

Front 43

The short-term anxiety caused by situational factors in sales is called:

Back 43

situational stress

Front 44

_____ occurs when the salesperson is not sure what actions are required.

Back 44

Role ambiguity

Front 45

Which of the following factors influence the ethical behavior of salespeople?

Back 45

-company policies
-social norms
-personal goals
-the legal system

Front 46

Salespeople should attempt to __________ but not ___________ customers.

Back 46

persuade; manipulate

Front 47

Salespeople developing a code of ethics should ask themselves:

Back 47

"Would I be embarrassed if a customer found out about my behavior?"

"Would my supervisor disapprove of this behavior?"

"Am I about to do this because I think I can get away with it?"

"Would I be upset if my activities were publicized in the local newspaper?"

Front 48

Mike, a termite inspector, gets 10 percent of the value of any job from the contractor he recommends. Mike is getting a:

Back 48

kickback

Front 49

Jed is an inexperienced sales rep for an office supply company. He has asked your advice on giving gifts to office managers to whom he is trying to make a sale. You tell him to do any or all of the following EXCEPT:

Back 49

use gifts to gain access to decision-makers

Front 50

When a salesperson contacts people in the buying organization other than the purchasing agent, they engage in:

Back 50

backdoor selling

Front 51

Which of the following would be a likely ethical problem area in the salesperson-company relationship?

Back 51

-switching jobs
-reporting work-time information
-expense accounts
-reporting sales activities

Front 52

Administrative laws are established by:

Back 52

local, state, or federal regulatory agencies.

Front 53

The _____ is the most active regulatory agency in developing administrative laws affecting salespeople.

Back 53

Federal Trade Commission

Front 54

______________ law grows out of court decisions.

Back 54

Common

Front 55

According to the UCC, a sales presentation is usually considered:

Back 55

an invitation to negotiate.

Front 56

As a salesperson, if you are acting as your company's authorized agent:

Back 56

your statements and actions can legally bind your company

Front 57

In a _____, a buyer is required to purchase one product in order to get be able to purchase another product.

Back 57

tying agreement

Front 58

The Foreign Corrupt Practices Act:

Back 58

supports ethical imperialistic view when it comes to bribery

Front 59

Which of the following would be an example of a capital equipment purchase for a boat manufacturer?

Back 59

the fiberglass blowing machine

Front 60

Bernadette is considering new items for her store. She asks the sales rep what the profit margin is for each product. The sales rep will tell her the:

Back 60

unit cost and the suggested retail price

Front 61

Salespeople need to understand that derived demand depends on:

Back 61

purchases made by their customers' customers

Front 62

Which of the following is NOT a step in the buying process?

Back 62

establishment of a long-term relationship with the seller

Front 63

Which of the following stages of the buying process is most critical to establishing successful long-term relationships between buyer and seller?

Back 63

the evaluation of product performance

Front 64

Sabrina sells disease detection equipment to family medicine centers. Most of the centers have never offered this type of service to their customers. She recognizes that for most of her prospects the purchase ____________ situation.

Back 64

new task

Front 65

Which of the following is NOT a role played by people involved in a buying center?

Back 65

judge

Front 66

Using the life-cycle costing approach, salespeople can demonstrate that:

Back 66

a product with a higher initial cost will have lower overall costs

Front 67

Which of the following questions would likely be asked in the process of doing a value analysis?

Back 67

-Can a part of the product be eliminated?

-Can a standard part be used instead of a customized part?

-Does the part have greater performance than this application needs?

-Are unnecessary machining or fine finishes specified?

Front 68

In an always-a-share strategy, a buyer will:

Back 68

only allocate a share to each vendor

Front 69

In which stage of the buying process are personal, noncommercial sources of information most important?

Back 69

proposal evaluation

Front 70

___________ is an auction in which a buyer offers a contract and sellers bid.

Back 70

reverse auction