41.Stephen started a new company that offers house-cleaning services. He decided to reach out to homeowners in his neighborhood to promote his services. Which selling approach will most likely be used by Stephen?*

Account segmentation

Undifferentiated

Customized

Specific

Unstructured

42.Hughes Browning sells a waste disposal system that is used in hospitals, nursing homes, and places where the transfer of bodily fluids is a concern. Hughes maintains contact with different levels of people in his customer's business and discusses the product with all of them. This behavior of Hughes can be termed as:*

total account management.

total sales management.

account penetration.

contact management.

supply chain management

43.Robert Hayden sells office equipment and calls on the office manager of a large firm. Robert wants to sell the prospect 30 units of general office supplies. In terms of the acronym SMART, Stewart's objective:*

could not be measured

was probably not achievable

was missing a valid order size

did not specify a time period

met all objective requirements

44.Considering the five mental steps of customer decision making process, the approach stage of the selling process should ____________to lead the prospect to the purchase decision. A) move the prospect to the conviction stage.B) attract customer attention and interest.C) make the customer desire the product.D) get the customer to take some action.E) handle initial objections*

move the prospect to the conviction stage

attract customer attention and interest

make the customer desire the product

get the customer to take some action

handle initial objections

45.Craig is making a sales call on Oceanic Enterprises tomorrow. This afternoon, he sent a box of chocolates to the firm's purchasing manager with a note that said, "Tomorrow is your lucky day." What kind of approach was Craig using?*

Curiosity

Product

Opinion

SPIN

Option 5

Customer benefit

46.A salesperson, after addressing all the objections, asks confidently "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?" This statement is an example of the ________ close.*

Compliment

Alternative-choice

Minor-points

Direct

Standing-room-only

47.One of the major differences between the need-satisfaction method and the formula sales method, is that:*

The formula sales method opens with questions to the prospect unlike the need-satisfaction method

The need-satisfaction method is better for repeat buyers than the formula approach

The need-satisfaction method is more flexible than the formula selling technique

The formula sales approach is less structured than the need-satisfaction approach

The formula method is more interactive than the need-satisfaction method

48.The prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." Once the salesperson determined that this was a condition of sale, he should:*

engage in negotiation.

use stalling techniques until he can contact his supervisor.

use forestalling.

use a dodge.

realize that he can never close the sale

49.The salesperson is trying to convince a prospective buyer to buy his professional hair salon products. The salesperson says, "These products have an advantage over other market products because they are not animal-tested. They use only organic ingredients and are available in five different strengths." The salesperson is using the:*

Compliment close.

Alternative-choice close.

Minor-points close.

Assertive close.

Summary-of-benefits close

50.Rick Lee, a milk deliveryman in New York, delivers dairy products to 200 customers weekly. The quality of the service Rick provides to his customers is based on customer expectations. All of the following determine the expectations of Rick's customers EXCEPT:*

customer needs for fresh milk delivered weekly.

customer experiences with milk from a grocery store.

Rick's ability to provide the anticipated dairy products.

word-of-mouth comments about Rick's product and service.

changing shifts in demand for local produce and dairy products

51.During the sales presentation for the CNC heavy-duty router, the salesperson asked, "Do you prefer the 4-foot-by-4-foot or the 4-foot-by-8-foot table size router?" The prospect looked at the salesperson and said, "Before I make a decision, tell me more about the motor that's on this router." After providing the requested information, the salesperson said, "I'll process your order right now. Please sign this order form." When the prospect reached for his pen, the salesperson knew he had closed the sale. Which method of closing worked for this salesperson?*

Assumptive

Standing-room-only

Alternative-choice

Technology

Continuous-agreement

52.When a proposal document is created for a group presentation, why is it likely best to exclude price from it?*

Fees and charges will create group confusion.

Prices charged by competitors are hard to obtain

Fluctuations in the economy prevent pricing accuracy.

Shipping and handling fees are difficult to estimate

Price rather than the document will become the focus.

53.John Parker a realtor, is showing a new apartment to a couple. The husband asks John "What kind of terms do you offer?" John should most likely respond by:*

using a direct close to make the sale immediately.

entering the negotiation phase of the transaction.

using a standing-room-only close.

asking what terms the prospect wants.

Summarizing the benefits of the apartment

54.Eugene is a sales representative for a gourmet cookware manufacturer. Eugene 's marketing plan for a store that would be a logical retail outlet for her products should include:*

how ultimate consumers should correctly dispose of old kitchen tools

how the retailer can adopt the role of end-user

how the reseller will promote the cookware once purchased

the business proposition which the retailer will adhere to

a purchase order based on a seller benefit plan

55.The statement, "Shouldn't you go ahead and order swimsuit stock for your retail store now before the heavy demand of the summer season reduces the available choices of styles and colors?" This is an example of a(n):*

suggestive proposition.

prestige suggestion.

direct suggestion.

autosuggestion.

counter suggestion

56.A salesperson, navigating throughout the organization, poses a question to a purchase manager "In terms of next steps, what needs to happen next in the decision-making process?" This statement is an example of the ________ close.*

Compliment

Alternative-choice

Minor-points

Question

Standing-room-only

57.Sara sells store fixtures such as storage units, wall shelving, and clothing racks. In developing her ______ for a prospect, Sara uses the square footage of the prospect's retail store to predict profit as well as return on investment if her fixtures are purchased.*

Sales call objective

Customer benefit plan

Customer profile

FAB

Business proposition

58.Jack is going on his first sales call, and he is very nervous. A professional salesperson would most likely tell Jack that the key to selling success is the enthusiasm to:*

motivate the customer to buy even if the customer does not really need the product

continually monitor the competition

plan and rehearse the sales call

ignore customer objections

schedule the length of each sales call to be no more than 30 minutes

59.When a seller works continually to improve a customer's operations, sales, and profits, that seller is practicing which level of relationship marketing?*

Benefit selling

Alliance selling

Partnering/consultative selling

Involvement selling

Transaction selling

60.One of the methods that is most likely popular among professional salespeople is "Direct Suggestion", because the method:*

encourages immediate purchases.

links products to famous people and firms.

requires buyers to imagine using a product.

relies on inoffensive buying suggestions and recommendations.

relates competing products to negative information and quality concerns