1- As a general rule, the greater your account penetration, the:

Multiple Choice

• less problem-solving you must engage in.
• greater your expenses.
• greater your chances of maximizing sales within your account.
• less likely you are to create customer satisfaction.

2- Which of the following approaches should a salesperson ideally implement in order to keep his/her customers?

Multiple Choice

• Make attractive promises even if these cannot be followed through later.
• Do not contact new accounts frequently as it irritates them.
• Do not interfere with the reseller's salespeople and maintain distance from them.
• Concentrate on improving account penetration.

3- are one of the most important tools today for salespeople to develop effective customer service and follow-up programs.

Multiple Choice

• Account penetration files
• Customer satisfaction surveys
• Bring-forward files
• CRM software solutions

4- "This automobile runs as quietly as a glider on the highway." The sales person was using:

Multiple Choice

• illusion
• simile
• dramatization
• alliteration

5- When a prospect gives an objection, the salesperson should:

Multiple Choice

• ignore the objection as he/she is not confident of overcoming the objection.
• fumble a response as he/she regards objection as the bane of a salesperson's life.
• accept the objection as a challenge.
• tell the prospect to give objections only after he/she completes the entire sales presentation.

6- Which of the following is most likely to be true of a win-win negotiation?

Multiple Choice

• The salesperson must be willing to indulge in the hardball approach to negotiation unless he/she loses the sale.
• The salesperson must use a confrontational approach to convince the other party during the negotiation process.
• The salesperson must use a manipulative technique to convince the prospect during the negotiation process.
• The salesperson should consider the goals of both the parties involved in the negotiation process.

7- Zack works in the sales department of Infinite Solutions, a software firm. One of his accounts informs him that she has purchased all of her company's software needs from one of the leading competitors of Infinite Solutions. In which of the following ways should Zack ideally react?

Multiple Choice

• Ignore the lost account and concentrate on the existing profitable ones.
• Let the customer know that he/she has disrupted past business between the firm and the account.
• Assure this lost account that the firm is ready to earn future business with him/her.
• Criticize the competing software that the account has purchased.

8- As a general rule, the greater your account penetration, the:

Multiple Choice

• less problem-solving you must engage in.
• greater your expenses.
• greater your chances of maximizing sales within your account.
• less likely you are to create customer satisfaction.

9-- Which of the following is not a guideline a salesperson should use when incorporating a demonstration into his or her sales presentation?

Multiple Choice

• Use a trial close after the demonstration.
• Remember to encourage prospect participation.
• Allow the prospect to control the demonstration.
• Customize the demonstration so it supports the sales call objective.

10- Jackie sells Armstrong flooring to retailers. She wants to increase her sales among her present customers. According to the text, what is the first step she should take to help her achieve this objective?

Multiple Choice

• She should develop an account penetration program.
• She should fight for more floor space to display Armstrong flooring.
• She should convince Armstrong to use more mass-communication promotions for Armstrong flooring.
• She should make sure that each of her customers is on a preferred payment plan.