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Professional Selling Chapter 2 Quiz

Terms in this set (20)

_____ has been concerned with the image of salespeople and has developed a code of ethics as a set of principles that outline the minimum requirements for professional conduct.

a. The International Trade Institute
b. The Small and Medium Enterprises Initiative
c. Sales and Marketing Education Institute
d. Sales and Marketing Executives International
e. Sustainable Medium Enterprises Initiative
d. Sales and Marketing Executives International
Molly is confused about which washing machine she should buy—a front-load machine or a top-load machine. Peter, a salesperson at an electronics store, asked about her budget and how many articles of clothing she intends to wash each day on an average. Considering her specific requirements as well as the amount of money she is willing to spend, he suggests that Molly buy a top-load washing machine. In this scenario, it is evident that Peter possesses sound _____.

a. industry knowledge
b. competitor knowledge
c. promotion knowledge
d. inventory knowledge
e. product knowledge
e. product knowledge
It is important for salespeople to have sound industry and company knowledge because:

a. many buyers are too busy to stay informed.
b. of the lack of sufficient buyers in today's markets.
c. every industry and company has a similar history.
d. such knowledge makes it easy for them to practice the hard-sell approach.
e. they are responsible for availing similar products as their competitors.
a. many buyers are too busy to stay informed.
Trust is an important factor in sales in today's competitive marketplace because:

a. long-term buyer-seller relationships are evolving as the preferred form of doing business.
b. the level of problem-solving activity in the sales process has reduced over the years.
c. traditional selling methods are still relevant today.
d. buyers are finding it more effective to do business with more suppliers.
e. win-lose characteristics are now a significant part of sales.
a. long-term buyer-seller relationships are evolving as the preferred form of doing business.
Unlike traditional selling methods, today's contemporary selling process:

a. does not focus on organizational support.
b. is embedded within the relationship marketing paradigm.
c. does not focus on mutual gain.
d. involves short-term buyer-seller relationships.
e. focuses on closing the sale of products and services.
b. is embedded within the relationship marketing paradigm.
The fastest way for a salesperson to win the respect of a buyer is to:

a. offer the lowest price in the market.
b. be perceived as being an expert.
c. exhibit unfaltering loyalty toward one's company.
d. self-proclaim product superiority in the market.
e. avoid discussing policy issues.
b. be perceived as being an expert.
Sarah is a new sales representative for an automobile company. She possesses immense knowledge about cars. She is rarely asked a question to which she does not know the answer, and customers seek her advice when making their purchase decisions. Given this information, it is evident that customers most likely seek Sarah's advice because of her _____.

a. novelty
b. resilience
c. brevity
d. expertise
e. candor
d. expertise
Salespeople should be familiar with their own company's operation and policies because such knowledge helps them in:

a. getting closer to the top management of the company.
b. determining whether or not a buyer is ethical.
c. understanding the needs of buyers.
d. inspiring the trust of buyers.
e. understanding the competition in the market.
d. inspiring the trust of buyers.
Which of the following is considered an illegal activity in the sales profession?

a. Being pushy
b. Withholding information
c. Hard selling
d. Exaggerating product benefits
e. Defrauding
e. Defrauding
Samuel is a salesperson in a computer manufacturing company. He is currently engaged in prospecting and is trying to communicate with a high-profile client to form a business relationship with him. In this scenario, Samuel should communicate:

a. using the mode of communication his client prefers.
b. only via e-mail as it is the most formal communication method.
c. using the most cost-effective communication method.
d. with the help of cold calls.
e. only using the mode of communication specified by his organization.
a. using the mode of communication his client prefers.
The term _____ refers to a way a salesperson can create product liabilities by giving a product assurance that obligates the selling organization even if the salesperson does not intend to give the assurance.

a. added value
b. implied warranty
c. hard selling
d. product owner certification
e. express warranty
e. express warranty
To better understand their own products' position in the marketplace, salespeople must:

a. have knowledge of their competitor's strengths and weaknesses.
b. display a high level of customer orientation.
c. practice the hard sell.
d. be candid when asked about their strategies by competitors.
e. possess a high degree of promotion knowledge.
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a. have knowledge of their competitor's strengths and weaknesses.
Michelle is a new sales representative for a shoe store. Despite having high sales targets, Michelle always spends considerable time trying to understand her clients' needs so that they are satisfied with the shoes they buy. In this scenario, Michelle most likely has a _____.

a. profit orientation
b. selling orientation
c. competitive orientation
d. customer orientation
e. production orientation
d. customer orientation
_____ is defined as the extent of a buyer's confidence in the salesperson's integrity.

a. Loyalty
b. Brand recognition
c. Point of purchase
d. Efficacy
e. Trust
e. Trust
Which of the following statements is true of expertise in today's sales process?

a. Salespeople are using expertise to sell their knowledge and showcase themselves rather than the entire organization.
b. Young salespeople can shadow more experienced salespeople to learn what it takes to be successful.
c. Buyers today simply want options from salespeople and are not looking for recommendations and solutions.
d. Many organizations have recently been upsized, thus increasing the purchasing area in terms of both personnel and support resources.
e. Expertise is limited to technical knowledge about product offerings and does not include knowledge about customers' financial and business operations.
b. Young salespeople can shadow more experienced salespeople to learn what it takes to be successful.
Simona is a sales representative at a cosmetics company. When a customer asked her a question about a face cream, she honestly told the customer that although the face cream is beneficial, it may make the skin oily. In this scenario, Simona exhibits _____.

a. predictability
b. resilience
c. market knowledge
d. compatibility
e. candor
e. candor
Steve is hired as a salesperson for Turtle Computer Inc. and is responsible for business-to-business sales. Steve understands the technical specifications and performance statistics of the computers sold by Turtle Computer Inc. better than any of the other salespeople. However, Steve is relatively unfamiliar with the ways in which businesspeople use computers on a day-to-day basis and is unable to offer products based on their specific needs. In this scenario, it is evident that Steve needs to improve his _____.

a. promotion knowledge
b. company knowledge
c. inventory knowledge
d. procedural knowledge
e. customer knowledge
e. customer knowledge
It is important for salespeople to have complete understanding of their companies' pricing policies because:

a. it helps them create different pricing strategies for different product lines.
b. they are responsible for minimizing their companies' production costs.
c. they are often responsible for quoting prices and offering discounts.
d. it helps them focus on closing a sale and maximizing profits.
e. it helps them differentiate between a potential buyer and one who is unlikely to make a purchase.
c. they are often responsible for quoting prices and offering discounts.
Martin, a computer salesperson, tells a customer that the computers he is attempting to sell weigh only four pounds when, in reality, they weigh six pounds. The customer, however, is not convinced and does not make the purchase. Martin's behavior is considered unethical because:

a. he fails to implement the hard-sell approach.
b. he is unable to meet his sales quota.
c. he does not make the information seem believable.
d. he is unable to understand the customer's needs.
e. he provides deceptive information to the customer.
e. he provides deceptive information to the customer.
In a buyer-seller relationship, which trust-building characteristic does the question "Will the buyer like doing business with the salesperson?" address?

a. Compatibility
b. Expertise
c. Candor
d. Predictability
e. Security
a. Compatibility
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