Clemson University - MKT 4200 > Test 3 Answers (New) > A Graded 2021

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1. Which of the following is not one of the four dimensions of sales call anxiety? a. A desire to perform safety-seeking behaviors b. Imagined negative evaluations from customers c. A negative self-ev... aluation d. Recognition of the economic value of prospecting activities e. Physiological symptoms 2. Which of the following statements about the use of humor in sales presentations is true? a. Humor should never be used in sales presentations b. Only use humor that is relevant to the group to which you are selling-such as tax human accountants c. Do not practice telling jokes because rehearsed jokes are boring d. Don’t apologize before telling a joke e. All of the above statements are true 3. Which of the following statements about lead qualification and management is true a. Firms often engage in prequalification of leads for their field sales force b. A lead management system can be used to grade leads and establish a priority call c. The use of info technology makes lead qualification more efficient and effective d. Telemarketers are used by some companies as prequalify leads e. All of the above are true 4. Which of the following methods of obtaining commitment involves the use of a “T” chart to help the buyer weigh the pros and cons of making a commitment a. The George Washington b. The Ben Frankiln c. The assumption close d. The minor points close e. The features vs. benefits close 5. Purchasers that issue Request for Proposals like to see written sales proposals that include a. A positioning map that compares products at the end b. A glossary of terms or jargon used in the beginning c. An index of key decision points at the end d. A brief executive summary in the beginning e. All the above 6. Pete is a salesperson for a company that installs video recording equipment in various academic units at universities across the nation. He offers to waive the following year’s annual maintenance fee for referrals that result in the purchase and installation of new video systems in other academic units or schools. Pete is attempting to get his customers to act as: a. Reconnaissance staff b. Spotters c. Bounce-backs d. Spiffs e. Prospectors 7. Salespeople can strengthen their presentations by showing prospects the value of making a purchase. A method of applying this technique, also known as quantifying the solution, is: a. A cost benefit comparison b. Return on investment c. Net present value d. Payback period e. All of the above 8. Anna showed the office manager at wholesale nursery how she could pay for the new copier she suggested by bringing more printing jobs in-house and saving money that had previously been spent with outside vendors. Anna used _______ to quantify the solution a. Cost benefit analysis b. Return on investment c. Net present value d. Payback period e. Opportunity cost 9. When a sales rep divides the net profits for savings produced for a client by the amount of money the client is investing, the resulting figure is called the a. Net revenue b. Return on investment c. Net present value d. Payback percentage e. Opportunity cost 10. Michael sells heavy duty construction equipment. About twice a month he visits Chris Martin the former president of South Carolina commercial construction industry trade association. Chris retired from working more than five years ago, but he always seems to know all of the companies in the state that need new equipment because of large construction contacts. Chris shares info freely with mike because the two are good friends. Chris martin is a good example of a a. Endless chain b. Spiff c. Center of influence d. Prospector e. Spotter 11. ______________ is the return a buyer might earn from a different use of the same investment capital a. Sunk cost b. Net present value c. Opportunity cost d. Gross revenue e. Net revenue 12. Sometimes prospects are reluctant to state or may hide their real objections. What should the salesperson do when faced with such a situation? a. Forget it because it is likely that the objections are true b. Continue with the presentation and address the objections the prospect does voice c. Forget it because hidden objections are hopeless d. Ask probing questions and attempt to ‘smoke out” the real objections e. Come back later to see if the objection remains. 13. A lead must have _________ to qualify as a prospect a. Needs for the product or service b. Authority to buy c. Ability to pay d. Eligibility to buy e. All above 14. How can a salesperson create an endless chain of leads and referrals a. By setting goals for prospecting activity b. By implementing a time management strategy c. By asking each prospect for names of others that may need or want the product d. By doing paper work on time e. By getting every prospect to make a purchase 15. The worst type of objection the hospital purchasing agent could have is a. A statement that the x-ray equipment is too expensive b. A statement that a competing firm offers better service c. An unspoken belief that the company cannot meet required delivery times d. A negative response to the salesperson’s contention that her company only uses quality matters e. A statement that the x-ray equipment is not easy to use 16. Sales call objectives should be a. Reachable yet challenging b. Specific and measurable c. Time-based d. Written down e. All of the above 17. When do buyers raise objections a. After the sale b. When the salesperson seeks commitment c. When the salesperson seeks an appointment d. During the presentation e. At all of the times shown above 18. A seller might use the “forestalling” technique if an objection a. Is a common one that that buyers offer b. Is something the seller’s manager should handle c. Regards the product d. Regards the price e. Regards after sale service 19. A prospect suggested matt’s product was more difficult to use than a computer’s during the sales call. In response, Matt said, “Yes, the trimming machine requires a worker to pull two levers at the same time. Although this may appear difficult and inconvenient, it ensures the worker’s hands will not be caught in the blades. Thus, our product reduces injuries to employees and worker’s compensation claims against your company.” In this example, Matt used the _____________ method to respond to the objection regarding the effort required to use the trimming machine. a. Revisit b. Deny c. Preempt d. Forestall e. Pass-up 20. How do salespeople determine the difference between an excuse and a real objection? a. Observation of the buyers’ nonverbal behavior b. Understanding buyers’ motivations c. Learned experience with handling objections d. By asking probing questions e. All of the above 21. Planning your sales calls offers a number of advantages. All of the following are generally recognized as advantages of planning sales calls except? a. It increases your confidence b. It saves time for your buyer c. It guarantees that you will achieve call objectives d. It saves time for you e. It helps avoid annoying your prospect 22. Which of the following statements about obtaining precall info is false? a. At some point the amount of time and effort required to collect additional info exceeds the potential value of that info b. Often the difference in making or not making a sale is the homework the salesperson has done c. Collecting the info that may be needed is usually quick and easy d. The more info the salesperson has, the more likely the prospect’s needs will be met e. A salesperson calling on a regular customer should collect additional info as the relationship progresses 23. Which of the following statements would be of the value to statefarm’s insurance salespeople that are collecting info about prospects? a. The prospect graduated with a marketing degree from Kennesaw state university b. The prospect’s daughter is active in little league baseball c. The prospect’s personality type is amiable d. The prospect is a member of the local rotary club e. All of the info described above is potentially valuable 24. A farm machinery salesperson has spent the last three weeks gathering info about a prospect. He researched the prospect and analyzed their buying potential. When asked when he is going to call on the prospect, the salesperson states he needs a couple more weeks to gather some additional info. What problem is the salesperson very likely experiencing? a. Research myopia b. Analysis paralysis c. Info optimization d. Data blindness e. Customer reticence 25. The buyer announces “I will never buy that brand of knitting machine because it always knots my thread.” The salesperson responds, “I’m sorry you had such a bad experience with our older model. Many of our customers expressed similar frustrations, but I can assure you that the problems do not exist on our latest model.” The knitting machine salesperson is using the ___________ method of dealing with objections. a. Acknowledge b. Indirect denial c. Revisiting d. Forestalling e. Direct denial 26. “I realize that my company’s bar code label; printer is more expensive than others that you may be looking at, by the Tharp bar code label printer is designed for Microsoft Windows applications. Your employees will learn to operate our machine faster than other brands because of their familiarity with windows. You won’t experience any loss in productivity when this printer is brought into your system. It takes up to two weeks to get comfortable using other brands.” Which method for dealing with objections is the Tharp Systems salesperson using in this example? a. Direct denial b. Acknowledge c. Indirect denial d. Boomerang e. Superior benefit 27. Which of the following is an example of a good sales call objective for the first appointment if a product requires a large capital investment (the product is very expensive) a. Get better acquainted with the prospect b. Get the prospect to agree to a purchase c. Get the prospect to identify all members of the firm’s buying center for the purchase situation d. Get the prospect to agree to think about the benefits of moving its factory to Seneca e. All of the above are good call objectives for the 1st appointment. 28. Laura’s goal for an upcoming sales call is to sell Murphy’s Hardware five 22-inch cut self-propelled lawn mowers. She’s willing to accept an order for three. If possible, she’d like to get the owner to order 15 mowers, display them in the store window, and use a discounted promo price. The sale of three mowers Is laura’s a. Minimum call objective b. Strategic mission c. Sales quota d. Primary call objective e. Optimistic call objective 29. The safety engineer for Michelin knows her company faces substantial fines because of violating government regulations that require fire suppression equipment in the company’s South Carolina manufacturing plant. The engineer has been under a great deal of mental and emotional stress for several months because she knows the current fire suppression system is inoperable. She’s upset that her requests to order and install new equipment haven’t been approved for some reason. She’s afraid that she might be among the staff members held legally responsible and financially liable if people are injured in a fire at the plant. Given the scenario that was described, we can be fairly certain that the safety engineer is a focus of _____________ for Bill Smith. Bill sells fire suppression equipment a. Connectivity b. Regulation c. Power d. Safety e. Dissatisfaction 30. When secretaries answer the phone, Barrett often mentions the names of top level executives within a prospect’s firm to arrange appointments with the junior level purchasing agents. He knows that dropping names of important people in such a way will help him get appointments. This method of dealing with gatekeepers is called a. An end run b. Bypassing the gatekeeper c. Going under the screen d. Going around the screen e. Going over the screen 31. Closing cues or buying signals are best described as: a. Positive verbal or nonverbal feedback from the customer or prospect b. An indication that you should speed up your sales presentation because the buyer is running out of time c. An indication that the customer is still undecided about the buying decision d. An indication that the prospect does not completely understand your sales presentation e. Signals from the salesperson that suggests he or she is not ready to commit 32. A buyer’s comments are often the best indications that he is considering commitment. Which of the following is the best example of buyer making a requirement statement a. Our computer specialist must confirm that this new inventory system will work with our accounts receivable program b. Oh good that cherry color matches the décor in our waiting room c. I like the way your company responds to service requests d. What do we do next e. Do you have training facilities for our staff? 33. Which of the following is an example of a trial close for a salesperson selling refrigerated display units to supermarkets a. How does savings of #30 per month on your refrigeration electricity bill sound? b. Are you interested in how the oversized coil works to keep food cold and eliminate defrosting? c. How does the ease of this unit compare with other refrigeration units you have seen d. Do you think you’d be interested in buying the optional illumination signage that comes with our units? e. All of the above are trial closes that could be used by a salesperson selling refrigerator display units 34. “I don’t understand why you’re afraid to commit to this new advertising program,” said Barry “our radio station is offering you a chance to be heard around the clock all over the upstate region. If you sign today, we can have your ads on the air in two days. No one else offers the service you need as fast. So will it be the TAP schedule or the breakfast club package?” What type of salesperson is Barry? a. Aggressive b. Assertive c. Ambitious d. Confident e. Submissive 35. Which opening immediately generates excitement and therefore is considered the most effective way to begin a sales call with a prospect that has an expressive social style? a. Compliment b. Curiosity c. Product d. Introduction e. Benefit 36. “The model 107 electric nail gun will reduce the amount of time a crew spends roofing a 3,000 square foot home by 30 percent, enabling you to lower your labor costs and bid more effectively for business” the statement is an example of the ____________ opening a. Compliment b. Curiosity c. Product d. Introduction e. Benefit 37. While Martin was waiting in his prospect’s office he noticed the prospect’s college degree, vacation photographs, and awards placed strategically throughout the office. Martin was engaging in ________ which would hopefully create a basis for _________. a. Benefit assessment; presentation balance b. FAB analysis; an introduction opening c. Office scanning; small talk d. Rapport building; a successful sale e. None of the above 38. Haley sells office furniture. While closing a sale to Jackson Realty Company, she asked, “Shall I order you five of the chrome and glass desks or five of the mahogany desks?” Which closing method was Haley using? a. Alternative choice b. Assumptive close c. Direct request d. Benefit summary e. Balance sheet 39. The salesperson for the Kemco hot water/high pressure plant sanitation system told the purchasing agent, “our new system saves your company $60,000 annually in energy, chemicals, and water.” The salesperson was describing a(n): a. Advantage b. Attribute c. Benefit d. Feature e. Highlight 40. The salesperson was trying to convince a retailer to outsource its telemarketing department. He said, “My firm is providing outsourced call centers on behalf of fortune 500 companies in 25 countries in North America, Europe, and Asia. Operators in our call center speak 30 languages.” The salesperson is emphasizing his company’s: a. Advantages b. Features c. Distinctions d. Skills e. Benefits 41. SPIN is an acronym representing a multiple question technique. Which of the following accurately describes the kinds of questions that each letter in the acronym represent? a. Situation, problem, implication, need payoff 42. SPIN is an acronym representing a multiple question technique. Which of the following questions is a “P” question. a. How many of your employees are enrolled in the optional health insurance plans offered by your current supplier b. Would you be interested in hearing more about health insurance plans that would be more affordable for all of your current employees and new recruits? c. What do employees that aren’t enrolled think of the cost they would have to pay to participate in the optional health insurance plans provided by your current supplier? d. What impact does the high cost of plans provided by your current health insurance supplier have on your ability to retain employees and recruit top talent for job openings with your firm? e. How many people work for your company? 43. SPIN is acronym representing a multiple question technique. Which of the following questions is an “I” question? a. How many of your employees are enrolled in the optional health insurance plans offered by your current supplier? b. Would you be interested in hearing more about health insurance plans that would be more affordable for all your current employees and new recruits? c. What do employees that aren’t enrolled think of the cost they would have to pay ti participate in the optional health insurance plans provided by your current supplier? d. What impact does the high cost of plans provided by your current health insurance supplier have on your ability to retain employees and recruit top talent job opening with your firm? e. How many people work for your company? 44. SPIN: which is an “N” question a. How many of your employees are enrolled in the optional health insurance plans offered by your current supplier b. Would you be interested in hearing more about health insurance plans that would be more affordable for all of your current employees and new recruits c. What do employees that aren’t enrolled think of the cost they would have to pay to participate in the optional health insurance plans provided by your current supplier? d. What impact does the high cost of plans provided by your current health insurance supplier have on your ability to retain employees and recruit top talent for job openings with your firm? e. How many people work for your company? 45. Asked a “P” question, the prospect replied “we have a great relationship with the current supplier of our employees’ health insurance plans. Although we know their plans aren’t the cheapest, we really don’t want to change suppliers at this time.” Which of the following would be the best way for the salesperson to respond? a. How many of your employees are enrolled in the optional health insurance plans offered by your current supplier b. Would you be interested in hearing more about health insurance plans that would be more affordable for all of your current employees and new recruits c. What do employees that aren’t enrolled think of the cost they would have to pay to participate in the optional health insurance plans provided by your current supplier? d. What impact does the high cost of plans provided by your current health insurance supplier have on your ability to retain employees and recruit top talent for job openings with your firm? e. How many people work for your company? 46. Brenda is considering purchasing a list of potential customers from an online list dealer. Which of the following is not something that should concern Brenda regarding the list she is considering purchasing? a. The list could be out of date b. The list might contain inaccurate info regarding individuals c. The list may contain names of people she has never heard of before d. The list may contain people who are overwhelmed with sales solicitations e. There may be other lists that are better suited to her needs 47. One tool salespeople can use to strengthen a sales presentation and to make it more interesting is to use stories. Which of the following recommendations should be followed when using stories in sales presentation? a. Use vivid word pictures in your stories b. Try to use stories from your own experiences c. Make sure you have a reason for telling the story d. Use the “hook” of the story to tie back directly into the presentation e. All of the above are recommended actions 48. Robby finds himself in the awkward position of not having the specific product Verna’s office needs to best solve the current problem. One of Robby’s goals is to establish a long-term relationship with Verna and others in her firm. Robby should: a. Recommend a competitor’s product if he knows of one that will better solve the problem at hand b. Show Verna that what she thinks is the problem isn’t the real problem c. Apologize and leave without making a fuss d. Discontinue calling on Verna because her firm is not a good match for his company e. Explain how the product that he does have will solve the problem better than the alternatives 49. Why should a salesperson use visual aids and get a prospect actively involved in the sales presentation? a. To avoid objections b. To create sustainable competitive advantage c. To get and keep the prospect’s attention d. To prevent any distractions from interrupting e. None of the above 50. Brooke is responsible for convincing category managers of retail chains to carry her firm’s line of smart watches. The watches are relatively new product line and her firm has estimated quarterly consumer sales for the entire category over the next two years. The best method Brooke can use to share the consumer sales projections with prospects is: a. Tables of numbers that display each quarters projected sales in units, profit margin, revenue, and percentage increases over the previous quarters and years b. Bar charts that display each quarters projected sales in units, profit margin, revenue, and percentage increases over the previous quarters and years c. graphs that display each quarters projected sales in units, profit margin, revenue, and percentage increases over the previous quarters and years d. samples of the smart watches that the category managers can try e. items B. and C. above [Show More]

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