ABCs of Relationship Selling Through Service 6Th Canadian Edition By Charles M. Futrell - Test Bank

ABCs of Relationship Selling Through Service 6Th Canadian Edition By Charles M. Futrell – Test Bank

 

Instant Download – Complete Test Bank With Answers

 

 

Sample Questions Are Posted Below

 

Chapter 05

Sales Knowledge: Customers, Products, Technologies

 

 

Multiple Choice Questions

1. Sales training is a general term capturing the efforts of employers to enhance the skills of their sales force. According to the text, which of the following are topics NOT normally covered in this type of training?
   A.how to increase sales
   B. how to analyze sales data
   C. how to enhance sales profitability
   D. how to increase product knowledge
   E. cultural sensitivity

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-01 Explain the importance of knowledge to sales professionals.

2. Which of the following statements about sales training is true?
   A.Sales training ends when the salesperson actually begins the selling job.
   B. Knowledge of selling is gained only through the company’s formal training program.
   C. Sales training ends when the salesperson has received the designation of “master sales representative.”
   D. Sales knowledge gained from sales training, benefits not only the salesperson and the company but also the customer.
   E. Periodic sales training is intended to keep salespeople humble and aware of their short-comings.

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-01 Explain the importance of knowledge to sales professionals.

 

 

3. Which of the following do NOT benefit when a salesperson develops greater selling knowledge?
   A.the salesperson’s competitors
   B. the salesperson him/herself
   C. the salesperson’s company
   D. the salesperson’s customers
   E. all of these answers are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

4. What skill(s) does a salesperson need to have so as to be able to understand their customers’ needs?
   A.be an expert in their field
   B. be able to explain all the features of a product
   C. be able to ask probing questions
   D. be able to project confidence
   E. understand customers wants

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

5. Which of the following knowledge should a competent salesperson have about their company?
   A.its production facilities
   B. its service facilities
   C. its policies and procedures
   D. its growth and accomplishments
   E. all of these answers are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

 

 

6. Which of the following pieces of information would be LEAST important for a salesperson to know about the product she sells?
   A.how the product performs
   B. how well the product is selling in the marketplace
   C. specific features, advantages, and benefits of the product
   D. physical size and characteristics of the product
   E. how to make the product

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

7. Which of the following would be the best descriptive of a product feature?
   A.the tangible characteristics of a product
   B. the intangible characteristics of a product
   C. the price of a product
   D. the price and quality of a product
   E. any tangible or intangible characteristic of a product

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

8. Tammy tells a potential customer that her product will last 2 years longer than a comparable product offered by a competitor. What is Tammy providing the potential customer?
   A.a competitor analysis
   B. a performance characteristic of a product
   C. a characteristic of the product that is not special enough to be called a benefit
   D. an intangible feature of the product
   E. a physical characteristic of a product

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

9. A salesperson makes the following statement to a customer: “If you buy this product, you will save lots of money on maintenance.” What is the salesperson doing by making this statement?
   A.stressing a benefit
   B. attempting a trial-close
   C. stressing a needs-identification
   D. attempting a soft-sale
   E. using a hard-line technique

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

10. Which of the following best describes a benefit?
    A.a favourable result the buyer receives from use of the product
    B. a performance characteristic of a product
    C. a physical characteristic of a product
    D. a way the product will work when used
    E. none of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

11. Which of the following is an example of a product feature?
    A.“This monitor comes in 15-inch, 18-inch, and 22-inch sizes.”
    B. “More customers will be drawn into your restaurant if you advertise in our magazine.”
    C. “Chefs prefer our line of cookware 2 to 1 over competing brands.”
    D. “This automatic sprinkling system will save you three hours a week.”
    E. All of these choices are correct.

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

12. Which of the following terms best describes the following: “This cellular phone has a 12 centimeter screen with a high resolution camera.”
    A.feature
    B. segmentation basis
    C. advantage
    D. market need
    E. benefit

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

13. A salesperson makes the following statement: “This chicken is quick-frozen at 30 degrees below zero.” Which term best describes the salesperson’s statement?
    A.benefit
    B. market need
    C. advantage
    D. segmentation variable
    E. feature

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

14. An experienced salesperson is trying to explain to a less experienced salesperson the notion of a benefit statement. Which of the following would NOT be used to describe a benefit statement?
    A.saves the customer money
    B. will improve profits
    C. how the product is made
    D. will give the customer peace of mind
    E. will increase the top line

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

15. Which term best describes the descriptor “New”?
    A.segmentation variable
    B. need stimulator
    C. advantage
    D. feature
    E. benefit

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

16. A stockbroker tells a customer the following statement: “By investing in this stock, it will give you peace of mind.” What term embodies this statement?
    A.product benefit
    B. segmentation variable
    C. a hook
    D. feature
    E. market identifier

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

17. “This shampoo contains no harsh chemicals.” What term describes this statement?
    A.market identifier
    B. segmentation variable
    C. advantage
    D. benefit
    E. feature

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

18. “We bake our bread daily with natural ingredients” states a clerk when the customer brings up the high price of a loaf of bread when compared to the store next door. In this exchange, what is the clerk referencing to justify the higher price?
    A.market identifier
    B. segmentation variable
    C. feature
    D. advantage
    E. a neutral benefit

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

19. “Our machine includes a one-year guarantee on parts and labour.” What term describes this statement?
    A.feature
    B. segmentation variable
    C. benefit
    D. market variable
    E. advantage

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

20. “This Internet package will provide you with the ability to download files very fast.” What term describes this statement best?
    A.market identifier
    B. segmentation basis
    C. performance characteristics
    D. product variable
    E. benefit

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

21. A salesperson makes the following statement: “With its 25 percent market share, this is the best-selling laser printer on the market today.”
    A.advantage
    B. segmentation variable
    C. feature
    D. market property
    E. benefit

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

22. “This machine will copy on both sides of the paper instead of only one,” is an example of what kind of statement?
    A.feature statement
    B. economic need statement
    C. market identifier statement
    D. advantage statement
    E. benefit statement

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

23. The statement “This light bulb lasts twice as long as competing brands,” is an example of what kind of statement?
    A.feature
    B. advantage
    C. segmentation variable
    D. market trait
    E. benefit

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

24. The statement “By adding vegetables to your meal it will add variety to your meal planning,” is an example of what kind of statement?
    A.product feature
    B. segmentation basis
    C. benefit
    D. achievement
    E. advantage

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

25. Which of the following is correct when describing the meaning of the acronym FAB
    A.the features and basic attributes
    B. the features and basic benefits
    C. the features, actual attributes, and benefits
    D. the features, advantages, and benefits of a product
    E. none of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

26. “This SUV gets 20% more kilometres to the litre than others with equal cargo space,” is an example of what kind of statement?
    A.benefit
    B. segmentation variable
    C. advantage
    D. feature
    E. market trait

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

27. In order for a salesperson to answer the question “What’s in it for me?” (from the perspective of the customer), what must he or she be able to demonstrate to the client?
    A.features of the product
    B. segmentation variable
    C. benefits of the product
    D. advantages of the product
    E. None of these

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

28. “This air conditioner has a high energy-efficiency rating that will save you 10percent on your energy costs and improve your bottom line because it uses less electricity.” Which of the following represents the order of the features, advantages, and benefits as provided in the quote?
    A.Benefit, feature, and advantage
    B. Feature, advantage, and benefit
    C. Feature, benefit, and advantage
    D. Advantage, feature, and advantage
    E. None of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

29. The text suggests a preferred order for a salesperson to present a product’s features, advantages, and benefits. What is that preferred order?
    A.Advantages first is the preferable method.
    B. Benefits first is the preferable method.
    C. Features first is the preferable method.
    D. It is wise to vary the order of features, advantages, and benefits during your presentation.
    E. The text does NOT express a preference about which should be first.

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

 

 

30. In what order are the feature, advantage, and benefit presented in the following statement? “The new iPhone has a 10 percent greater battery capacity than phones of similar weight and size and, it will save you at least $100 annually because it recharges quickly using less electricity.”
    A.advantage, feature, and benefit
    B. feature, advantage, and benefit
    C. advantage, benefit, and feature
    D. feature, benefit, and advantage
    E. benefit, advantage, and feature

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

31. In what order are the feature, advantage, and benefit presented in the following statement? “This television’s solid-state design produces a more vivid picture that will make your television viewing more enjoyable.”
    A.feature, benefit, and advantage
    B. advantage, feature, and benefit
    C. feature, advantage, and benefit
    D. advantage, benefit, and feature
    E. benefit, advantage, and feature

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-04 Develop a FAB worksheet.

32. Joan sells a product that is extremely well priced, made with top notch materials by a company with an impeccable reputation. In order for Joan to close this deal, what does she have to sell?
    A.the company
    B. herself
    C. the price
    D. the quality of the product
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

 

 

33. “As a professional I sell three things.” Which of the following options best describes the three things referred to in this statement?
    A.my FAB’s, my enthusiasm, my company’s reputation
    B. my features, my advantages, my benefits
    C. my personality, my products/services, my company
    D. my products/services, my company, my knowledge
    E. myself, my company, my products/services

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

34. Which of the following bits of information would be important for a salesperson to know about a channel member that sells the same products as the salesperson’s employer?
    A.the channel member’s distribution policies
    B. product lines and assortments carried
    C. the channel member’s pricing policies
    D. past purchases of the salesperson’s product
    E. all of these answers are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

35. In simple terms, what does the acronym USP mean to a potential buyer?
    A.the price of the product for the buyer
    B. the value the product will create for the buyer
    C. the unique stocking practices of the buyer
    D. the uniqueness of the sales professional
    E. None of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

36. Which of the following should NOT be categorized as consumer sales promotions?
    A.e-coupons attached to an online marketing initiative
    B. a snack food company offering free samples at a local grocery store
    C. an appliance company demonstrating how to use their product at a store
    D. company XYZ provides their resellers a 15% for orders placed this month
    E. a local grocery store offers free pizza to any customer that purchases $100.00 of groceries this week

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-05 Develop and use a unique selling proposition.

37. Scott’s Hardware, a small town retailer, recently ran an advertisement in its local newspaper for Round-Up weed killer. Scott’s identified in the ad that they were the only retailer in town that would deliver for free. What does their free delivery best illustrate?
    A.A customer friendly business
    B. Product bonus
    C. Unique selling proposition
    D. Unfair advantage
    E. Poor business practice

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

38. When the plant manager reads The National Provisioner, a magazine for meat, poultry, and seafood processors, he often sees advertisements placed by companies that make meat processing equipment that he would like to have in operation at his plant. These ads are examples of what kind of advertising?
    A.industrial
    B. national
    C. trade
    D. retail
    E. co-op

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

39. Which of the following would you Not include as a “sales trade promotion”?
    A.special displays for a store
    B. a manufacture offers to provide free samples of their product in a store
    C. offering a reseller; “If you buy 10 we will give you the next 10 at half-price”
    D. offering a reseller free delivery
    E. offering a retail store free inventory or deep discounts

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

40. Why do companies develop USPs?
    A.want to differentiate themselves from their competitors
    B. want to reduce cognitive dissonance in their buyers
    C. want to appear like they have the most uniform prices
    D. want their salespeople to be easily identified
    E. want to eliminate unnecessary sales professionals

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-05 Develop and use a unique selling proposition.

41. As a marketing manager, you are putting together a presentation to senior management to support funding of a new sales promotion. Which of the following objectives is likely NOT to be included in your presentation?
    A.to help increase the excitement about a company’s products
    B. to give salespeople additional selling tools for their sales presentations
    C. to build company recognition
    D. to increase cognitive dissonance among consumers who have purchased the company’s products
    E. to increase cooperation from resellers

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

42. The text offers a top ten list of how computers are leveraged by salespeople. Which of the following is NOT identified by the text as a top ten?
    A.tracking customers’ order patterns and profiles
    B. tracking of ratios of calls to presentations and, presentations to sales
    C. tracking potential clients
    D. tracking of expenses
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

43. Computer Are US decides to run a consumer sales promotion in one of their stores. Which of the following would NOT be an example of a consumer sales promotion available to Computer Are US?
    A.free “how to use computers” in-store seminars
    B. contests
    C. displays
    D. coupons
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

44. Which of the following is NOT an example of a trade sales promotion?
    A.free merchandise
    B. displays
    C. sales contests
    D. coupons
    E. special prices

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

45. Part of Gillian’s job as a sales representative for a major pet food manufacturer is to try to get retailers to use her company’s POPs. What does the acronym POP stand for?
    A.profitable operation predictor
    B. soft drinks
    C. point-of-purchase displays
    D. pre-ordered purchasing
    E. price on purchase bar-code scanners

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

46. Which of the following terms define the number of individual products placed beside each other on the retailer’s shelf?
    A.shelf facings
    B. shelf factors
    C. shelf feedback
    D. shelf positions
    E. shelf displays

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.

47. Which of the following refers to the physical placement of the product within the retailer’s store?
    A.shelf positioning
    B. store siting
    C. product siting
    D. shelf facing
    E. shelf placement

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

48. What is the purpose behind a manufacturer using premiums?
    A.get prospects to request further information
    B. boost the sales of slow products
    C. get customers to come into the retail store
    D. persuade prospects to sample the product
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-05 Develop and use a unique selling proposition.

49. What does the acronym FAB stand for?
    A.Free, Available, and Basic
    B. Features, Attributes, and Benefits
    C. Free, Attributes, and Believe
    D. Features, Advantages, and Benefits
    E. Features, Admirable, and Beneficial

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

50. Adam is selling electric generators. He has just been asked, “How does your product compare to the competition?” What should Adam have done in preparing for this sales presentation?
    A.practiced asking probing questions
    B. examined the competition’s ads
    C. checked the ethics of asking such a question by reading his firm’s code of ethics
    D. practiced question-avoidance techniques
    E. talked to former employees of his competitors

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-07 Determine different sources of sales knowledge.

 

 

51. The text offers several sources salespersons may use so as to be conversant with both their competition and the general state of the economy. Which of the following are potential sources referenced in the text?
    A.trade publications
    B. newspapers
    C. the Internet
    D. television and radio
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-07 Determine different sources of sales knowledge.

52. Which of the following is NOT an appropriate way for a salesperson to use his or her computer?
    A.to help in territory management
    B. to help develop more persuasive presentations
    C. to monitor their accounts more efficiently
    D. to provide games to play while they wait for prospects
    E. to create a permanent lead file

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

53. Which of the following statements about how computers impact the productivity of salespeople if true?
    A.Computers are at the heart of salespeople’s ability to provide top-quality customer service.
    B. Computers are impacting salespeople in all aspects of their lives.
    C. Power is what differentiates today’s computers from tomorrow’s.
    D. Once companies used computers as a way to create a competitive advantage; today computers are required to stay competitive.
    E. All of these choices are correct.

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

54. The usage of computers and mobile devices is becoming the norm in a “sales world.” Which of the following is NOT an outcome associated with salespeople using computers?
    A.sales presentation preparedness is easier
    B. inventory control is better leveraged
    C. distribution management is more efficient
    D. sales manager monitoring is enhanced
    E. guarantees increased sales

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

55. Which of the following are activities that computers can help salespeople become more effective at?
    A.presentations
    B. contact management
    C. calendar management
    D. customer information
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

56. In 1980, Britnee kept her clients’ names, titles, and phone numbers in a binder arranged alphabetically. In 2014, Britnee is likely to be using what kind of system to maintain this information?
    A.a calendar management system
    B. a contact management system
    C. a geographic information system
    D. a marketing information system
    E. an automated sales plan system

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

57. Which of the following computer applications will most likely make it easier for a salesperson to manage his or her time efficiently?
    A.email system
    B. geographic information systems
    C. contact management system
    D. calendar management system
    E. intranet management system

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

58. According to the text, computers enhance a salesperson’s communications with his customers and employees through the use of which of the following?
    A.computer-based sales presentations
    B. an electronic Rolodex
    C. word processing and email
    D. demographic information systems
    E. all of these answers are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

59. You have been asked to address a 1^st year university course focusing on professional sales. Your section of the lecture focuses on how modern salespeople should use their smart phones. Which of the following are likely to be included in your lecture notes to the students?
    A.don’t engage in cell yell
    B. use a lock code on your phone
    C. don’t use your cell phone while driving
    D. use text messaging to simplify your life
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

60. As a new salesperson, researching your own company is a critical activity you should undertake. That activity should NOT include which of the following?
    A.company policies and procedures
    B. company growth and accomplishment
    C. service facilities
    D. competitor’s pricing schedule
    E. production facilities

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

61. A product benefit answers which of the following questions?
    A.Who’s going to buy it?
    B. Why am I buying it?
    C. What’s in it for me?
    D. How much will a customer pay for it?
    E. All of these choices are correct.

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

62. Which of the following best describes the term reseller?
    A.a store that is usually owned by a wholesaler
    B. a store that targets primarily resellers in various lines of business
    C. a Universal Service Provider also known as USP
    D. a store with a unique selling position
    E. a channel of distribution used by a manufacturer to move its products to the final consumer

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

 

 

63. Being able to view and manipulate customer and prospect information on an electronic map may require the use of which of the following?
    A.geographic information system
    B. geography textbook
    C. geographic PDA
    D. global satellite navigation system
    E. topographical information system

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

64. Which of the following can be used by salespeople to enhance their sales effectiveness?
    A.GPS
    B. PDA
    C. Cell Phones
    D. iPods
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

65. You are about to start your sales presentation to a large group of potential customers when your cellular phone rings. You look at the screen and notice it is your sales manager. Of the following potential answers, which one best fits the spirit of the content captured in the text?
    A.Let it ring until it goes into your voice mail system
    B. Answer it and tell your manager you will call her later – do it quickly!
    C. Answer it, after all, it is your boss
    D. Your cell phone should not ring because you should have turned it off
    E. Excuse yourself while you take the call outside

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

66. LinkedIn, Twitter, and Facebook can be used for which of the following?
    A.wasting time
    B. trade media
    C. blogging tools
    D. social networking
    E. generating presentations

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

67. According to the text, modern business cards need to have critical information. Which of the following is identified by the text as critical information that should be captured in your business card?
    A.your name and title
    B. company title and logo
    C. Twitter account link
    D. LinkedIn account link
    E. all of these choices are correct

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

True / False Questions

68. Sales training is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related culture, skills, knowledge, and attitudes that result in improved performance in the selling environment.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-01 Explain the importance of knowledge to sales professionals.

 

 

69. Sales training is perhaps best described as a development process requiring both training and experience.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-01 Explain the importance of knowledge to sales professionals.

70. Sales training is best attained via a formalized class setting.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-01 Explain the importance of knowledge to sales professionals.

71. Salespeople need strength in the following four areas of selling; product know-how, sales techniques, customer service skills, and language skills.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

72. Knowing your customers’ needs is paramount to an effective salesperson-customer professional relationship.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

 

 

73. Salespeople do NOT need to know the background and present operating policies of their companies to do their job effectively.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

74. The most powerful selling technique used by salespeople today is to compare the features of your product(s) to your main competitor.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

75. A product feature is any tangible or intangible characteristic of a product.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

76. “You can operate on a 24-hour cycle with our machines.” This statement is an example of an advantage.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

77. When a salesperson says, “This glue will form a stronger bond than any other glue on the market,” he is stating a product benefit.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

78. You should stress a product’s benefits more than its features and advantages because the product’s benefits are what the customer really wants to receive by buying.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

79. The salesperson should answer the prospect’s question of “What’s in it for me?” with an answer that focuses on the product’s performance characteristics.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

80. Statements like “This product will make you money or save you money” are examples of advantages statements.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

 

 

81. An example of an advantage to a retail store manager is, “This display will bring more customers into your store and will help eliminate your problem of stock outs.”
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-03 Understand the importance of features; advantages; and benefits.

82. The text identifies three so called “realms.” These are yourself, the product, and the company.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-04 Develop a FAB worksheet.

83. In order to develop a successful USP, a successful salesperson should ask several questions about the product or business. One of those questions is; “Which of my product’s attributes is the most important to my customer?”
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-05 Develop and use a unique selling proposition.

84. In the area of sales promotions, the letters POP stand for the price on product.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-05 Develop and use a unique selling proposition.

 

 

85. Shelf-facing refers to the number of individual products placed side-by-side on the shelf.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-05 Develop and use a unique selling proposition.

86. A gross up is an article of merchandise offered as an incentive to the user to take some action.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-06 Explain the purpose of planogram software for many types of salespeople.

87. Planogram software helps sales reps, buyers, and merchandisers make the best use of selling space.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-06 Explain the purpose of planogram software for many types of salespeople.

88. The three major categories of premiums are sales force premiums, consumer premiums, and dealer premiums.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-06 Explain the purpose of planogram software for many types of salespeople.

 

 

89. Planograms are blueprints of where products should be displayed on store shelves, allowing the manager to make decisions about sales and margins.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-06 Explain the purpose of planogram software for many types of salespeople.

90. The only product knowledge a successful salesperson needs is knowledge of his or her own products.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-07 Determine different sources of sales knowledge.

91. According to the text, sales force automation breaks down into three broad areas of functionality covering; (a.) corporate productivity, (b.) communications, and (c.) order processing and customer service.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-08 Explain the main technologies used by salespeople.

92. While computers do have a tremendous impact on a salesperson’s productivity, technology has yet to replace humans when it comes to quality control.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

93. The use of computers to increase personal productivity includes such activities as contact management and calendar management.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

94. Computers enhance a salesperson’s communications ability through word processing, email, and social media.
    TRUE

 

Accessibility: Keyboard Navigation
Difficulty: Easy
Learning Objective: 05-08 Explain the main technologies used by salespeople.

95. Modern business cards should NOT include links to social media platforms as these give the card an unprofessional and busy feel.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

96. A geographic information system is only used to help prevent salespeople from getting lost in strange territories.
    FALSE

 

Accessibility: Keyboard Navigation
Difficulty: Hard
Learning Objective: 05-08 Explain the main technologies used by salespeople.

 

 

 

Short Answer Questions

97. The text identifies three so called “realms.” What are these “realms” and provide an example of each?
98. The salesperson 2. The product. 3. The Company. Address your credibility and what you will do for the prospect. For 2. Speak to the FAB of the product and 3. The history of your company

 

Difficulty: Hard
Learning Objective: 05-04 Develop a FAB worksheet.

98. How can social networking be used by modern salespeople?

Salespeople can exchange contacts and prospect through your network on Linked In. Facebook can be used to create awareness and supply information about you, your company, your product and your industry and also to develop relationships. Twitter can be used to communicate short messages out to your followers (customers)

 

Difficulty: Medium
Learning Objective: 05-08 Explain the main technologies used by salespeople.

99. Richard is a sales representative for a computer manufacturer. He has been successful in convincing the reseller the value associated with his line of computers. What is the major obstacle faced by Richard in trying to convince this reseller to give his new product good shelf positioning?

Space. A retail store has a fixed amount of space and a great number of products vying for that space.

 

Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

 

 

100. Explain the statement, “knowledge adds value to a salesperson’s product.”

The more a salesperson knows, the more a prospect will benefit from that salesperson thus increasing the value of dealing with her. Know your customer, your product/company and your competition.

 

Difficulty: Medium
Learning Objective: 05-02 Discuss the general areas of knowledge needed for increased sales success.

101. Explain what a USP is and why are they used? And, in preparing your presentation is it better for you to have more than one USP?

Unique Selling Proposition allows a company to differentiate its offering from competitors by offering something unique to them. Yes, different customers will have different needs. One may be priced focused while the other may be focused on retail support.

 

Difficulty: Medium
Learning Objective: 05-05 Develop and use a unique selling proposition.