1-Straight rebuy decisions are taken when:

a.the sources of purchase are different.

b.needs have been predetermined.

c.extensive research is required.

d.the products being purchased are unconventional.

e.financial risk is high.

2-Which of the following phases of the selling process corresponds to the step of determining the characteristics of the item and quantity needed in the business buyer's buying process?

a.Creating new value opportunities

b.Assessing value and relationship performance

c.Initiating customer relationships

d.Earning customer commitment

e.Validating customer value

3-In response to the increasing demand for electronic gadgets with advanced capabilities, Ziff Corp., an electronic gadget manufacturer, has increased its inventory and manufacturing capacity to meet the demand. This increase in inventory and manufacturing capacity due to an increase in demand for electronic gadgets can be best explained by the _____.

a.acceleration principle

b.principle of non-refoulement

c.principle of superposition

d.scalar principle

e.anthropic principle

4-_____ are defined as teams of individuals in organizations that incorporate the expertise and multiple purchasing influences of people from different departments throughout the organization.

a.Quorums

b.Task forces

c.Out-groups

d.Patrol teams

e.Buying teams

5-_____ refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing the thoughts and actions of others.

a.Responsiveness

b.Agreeableness

c.Perseverance

d.Assertiveness

e.Resilience

6-Nearly all the current growth in business-to-business e-commerce has been in Internet-based transactions.

True

False

7-In the context of the buying process, _____ results when an individual cognitively and emotionally processes information relevant to his or her actual state of being and compares it to the desired state of being.

a.express recognition

b.implied recognition

c.need recognition

d.de jure recognition

e.de facto recognition

8-While selling to drivers, salespeople should adopt a _____ communication style.

a.task-oriented and slow-paced

b.relationship-oriented and less assertive

c.relationship-oriented and highly responsive

d.relationship-oriented and fast-paced

e.task-oriented and fast-paced

9-Jason, a salesperson for Green Tools, proposes a sale of solar panels to Timothy Energy Solutions. Timothy Energy Solutions is not willing to do business with Green Tools, however, because its manager believes that their solar panels are inferior to the ones supplied by Timothy Energy Solutions' traditional suppliers. Jason presents the findings of a certified research body that compares solar panels manufactured by different companies based on their capacity and longevity. These findings prove that Green Tools' solar panels are superior to those of other companies. Hence, Timothy Energy Solutions agrees to conduct business with Green Tools. Which of the following strategies did Jason use to procure the business of Timothy Energy Solutions?

a.Stealth marketing

b.Two-factor evaluation

c.Competitive depositioning

d.Continued affirmation

e.Importance weights alteration

10-The business market includes:

a.buyers whose purchase decisions are mostly guided by peer group behavior.

b.buyers whose purchase decisions are highly influenced by personal taste.

c.buyers who acquire goods and services to use as inputs into their own manufacturing process.

d.buyers whose purchase decisions are greatly influenced by aesthetics.

e.buyers who purchase goods and services for their own use or consumption.

11- In the context of the buying process, a(n) _____ refers to the perceived difference between a buyer's desired and actual state of being.

a.research gap

b.knowledge gap

c.learning gap

d.analytics gap

e.needs gap

12- ____ are forms developed by firms and distributed to qualified potential suppliers that help suppliers develop and submit tenders to provide products as specified by a firm.

a.Requests for proposals

b.Requests for admission

c.Withholding forms

d.Claim forms

e.Unsolicited proposals

13-Honesty of the spoken word is called _____.

a.brevity

b.warranty

c.clemency

d.altruism

e.candor

14-Jennifer is a salesperson for a business insurance company. She informs her customers about new company policies that are likely to affect them despite the risk of losing them. In this scenario, Jennifer exhibits _____.

a.covert behavior

b.profit-oriented behavior

c.relational behavior

d.resilient behavior

e.customer-oriented behavior

15-Which of the following is an example of non-customer-oriented behavior?

a.Exhibiting candor in sales presentations

b.Fast talking

c.Fidgeting

d.Evading quota pressure

e.Misusing company assets

16-_____ refers to information salespeople must have if larger companies break their customers into distinct segments

a.Price knowledge

b.Market knowledge

c.Product knowledge

d.Promotion knowledge

e.Technology knowledge

17-Salespeople are exposed to fewer ethical pressures than individuals in most other occupations.

True

False

18-Salespeople are often stereotyped as pushy, shifty, and untrustworthy because:

a.they tend to be overly professional in their approach.

b.traditional selling methods are common even today.

c.in the past, the popular press portrayed them in this way.

d.the sales profession requires them to be shrewd and manipulative.

e.the sales profession does not follow a standard code of conduct.

19-Larger companies typically break their customers into distinct markets. Which of the following statements is true of this sales strategy?

a.It lets a company maintain better inventory control.

b.It allows a salesperson to become an expert in a line of business.

c.It results in an overall decrease in customer satisfaction.

d.It creates more gaps between a salesperson and his customer base.

e.It involves following a common marketing strategy for all customers.

20-A trustworthy salesperson understands doing "anything to get an order" will ultimately strengthen the buyer-seller relationship.

True

False

21-Salespeople should not use e-mail to send out mass communications to customers and prospects.

True

False

22-Comparisons of the products of a company's competitors for a customer's buying decisions are critical, especially when the company:

a.lacks up-to-date technology and has outdated manufacturing processes.

b.is newer than the competition and has less relevant experience.

c.practices traditional selling methods.

d.has customers who have been loyal for a long time.

e.possesses features and benefits that are superior to those of the competition.

23-Kenneth goes to an electronics store to buy a television for himself. At the store, the salesperson shows him a flat-screen television and claims that it is currently the best high-definition television in the market. He also claims that the product is designed to reduce strain on the eyes. Kenneth purchases the television based on the salesperson's claims. Which of the following concepts does this scenario best represent?

a.A contract of adhesion

b.Partnership selling

c.Cold calling

d.The basis of the bargain

e.Unconscionable dealing

24- Robert is a young college graduate who is looking for a sales job in the pharmaceutical business. To better his chances of being selected by employers, he decides to enhance his knowledge of the latest medications in the market. In this scenario, it is evident that Robert is trying to enhance his _____.

a.customer orientation

b.service resilience

c.industry knowledge

d.technology knowledge

e.promotion knowledge

25- Which of the following statements is true of ethical standards?

a.Ethical standards do not affect the public regard of professions.

b.Ethical standards for a profession are based on society's standards.

c.Ethical standards have not yet been completely integrated into the sales profession.

d.Ethical standards are not influenced by a person's code of conduct.

e.Ethical standards are the same as legal standards in all organizational aspects.

26- Emma goes to her favorite clothing store to shop for clothes. She looks for a particular kind of trousers but cannot find them. Denver, the salesman in the store, tells her that the kind of trousers she is looking for is currently out of stock, but he assures her that he will inform her as soon as they are back in the store. Emma takes his word for it as Denver always delivers as he promises. In this scenario, Denver exhibits _____.

a.resilience

b.vulnerability

c.compatibility

d.predictability

e.candor

27- Phil is a salesman in a grocery store in Bronshire, a state in the United States. His customers are primarily long-term residents of the state. Phil frequently interacts with them and is liked by most of the people who visit the store. The customers feel comfortable explaining to Phil exactly what products they need. In this scenario, Phil exhibits _____.

a.resilience

b.candor

c.confidentiality

d.expertise

e.compatibility

28- _____ refers to the quality of being free from danger.

a.Security

b.Resilience

c.Candor

d.Confidentiality

e.Restraint

29- The ability to use promotion knowledge and price knowledge often makes the difference between a well-informed buyer who is ready to make a decision and another buyer who is reluctant to move the sales process forward.

True

False

30-Natalie is a college graduate who is seeking a career in sales. She would prefer to interact with her customers on an individual basisbefore, during, and after a salerather than directing her communications at mass markets. In this context, Natalie should look for a job that is specialized in _____.

a.guerrilla marketing

b.sales promotions

c.personal selling

d.online advertising

e.public relations

31- In the context of the attributes required for a successful sales career, _____ refers toan individual's openness to change and devotion to continual learning.

a.active listening

b.dependability

c.service orientation

d.adaptability

e.integrity

32- Which of the following is a difference between pioneers and order-getters?

a.Order-getters communicate with customers through emails and phone-calls, whereas pioneers communicate face-to-face with customers.

b.Order-getters serve existing customers on an ongoing basis, whereas pioneers move on to new customers as soon as possible.

c.Order-getters focus on sales growth, whereas pioneers focus on technical knowledge.

d.Order-getters focus on providing sales support, whereas pioneers focus on generating revenue for their company.

e.Order-getters focus on seeking new customers, whereas pioneers focus on cultivating relationships with existing customers.

33- In the context of consultative selling, salespeople play the role of a _____ when they support customers, even when an immediate sale is not expected.

a.negotiation expert

b.strategic orchestrator

c.business consultant

d.long-term ally

e.revenue producer

34- Order-takers arenot too involved in creative selling.

True

False

35-Who among the following are called farmers?

a.Detailers

b.Order-takers

c.Pioneers

d.Inside sales

e.Order-getters

36-Tim, a sales executive at Luzu Motors, ensures customer satisfaction through continued postsale follow-up. He addresses customer queries by coordinating with various departments at Luzu Motors and getting expert advice from their personnel. In this scenario, Tim plays the role of a _____.

a.strategic orchestrator

b.market researcher

c.revenue producer

d.negotiation expert

e.business consultant

37- _____ helps a salesperson to determine if a prospective customer should be targeted for further sales attention.

a.Inside sales

b.Sales support

c.Customer value

d.Continued affirmation

e.Sales dialogue

38- In the business consultant role, salespeople:

a.request expert advice from production or logistics personnel to address an opportunity fully.

b.arrange the use of the resources of sales organizations to satisfy the requirements of their customer's business.

c.support their customers, even when an immediate sale is not expected.

d.bring in revenue for their firms and maintain a healthy "top line" on the profit and loss statement.

e.use internal and external sources to become an expert on their customer's business.

39- Starting salaries for inexperienced salespeople with a college degree typically average $85,000-$90,000, with opportunities to earn more through bonuses and commissions.

True

False

40-Customers do not expect salespeople to be knowledgeable about market opportunities and relevant business trends that may affect a customer's business.

True

False

41-Which of the following statements is true of order-takers?

a.Their strength tends to be reliability in ensuring customer convenience.

b.Their primary responsibility is stimulating the sales effort to convert prospects into customers.

c.They are salespeople who actively seek orders.

d.They are less valuable to their firms than order-getters.

e.They are also known as hunters.

42- Identify a true statement about the evolution of personal selling.

a.More emphasis will be placed on sales pitches rather than sales dialogues.

b.Technology and innovation will face stagnation due to lack of creativity from salespeople.

c.Future salespeople will respond to a more complex, dynamic environment.

d.More emphasis will be placed on transaction-focused selling rather than trust-based relationship selling.

e.Future buyers will be naive and less sophisticated.

43-in the problem-solving approach to selling, competitors' offerings are never included as alternatives in a customer's purchase decision.

True

False

44-Sales does not meet the criterion of making a significant contribution to society.

True

False

45- Jeff, a salesperson at Diverse Investments, a wealth management firm, educates his customers about different wealth management schemes and their advantages over traditional savings methods. Jeff also offers financial insights to customers on managing their enterprises by gaining information from various internal and external sources. In this scenario, Jeff plays the role of a _____.

a.business consultant

b.long-term ally

c.marketing coordinator

d.revenue producer

e.strategic orchestrator

46- In recent years, marketing and sales personnel have been in strong demand for upper management positions.

True

False

47- According to a study examining the status of sales as a true profession, sales meets the professional criteria of _____ through professional organizations such as the Strategic Account Management Association (SAMA) and through a common sales vocabulary such as that found in textbooks and training materials.

a.adhering to a uniform ethical code

b.having a defined culture and organization of colleagues

c.ensuring the welfare of internal and external stakeholders

d.making a significant contribution to society

e.developing a well-established routine for salespeople