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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 1. | A measure used when selling advertising space in a printed media is known as: | a. | Square inch | c. | Column inch | | b. | Fraction of page | d. | Line of type | | | | | | |
| | 2. | When a salesperson stops by to visit a prospect without an appointment or any prior knowledge of the prospect it is: | a. | Cold call | c. | Local call | | b. | Cool call | d. | None of these are correct | | | | | | |
| | 3. | If a display has related products used in a theme, it is intended to: | a. | Confuse the customer | | b. | Save the space | | c. | Encourage the purchase of several products | | d. | None of these are correct | | | | |
| | 4. | If a display is set-up or found near a check-out area, counters or aisles or other open areas where a specific product is found, they are referred to as: | a. | Point of purchase | | b. | Window display | | c. | Floor sticker display | | d. | Only Point of purchase & Window display | | | | |
| | 5. | An attempt to close the sale at the earliest, most convenient point by making a closing statement is: | a. | A trial close | c. | Feature/benefit statement | | b. | A testimonial | d. | An objection | | | | | | |
| | 6. | The following McDonald’s statement about a Big Mac is a: “Two all beef patties, special sauce, lettuce, cheese, tomato, pickle on a sesame seed bun” | a. | fact | c. | benefit | | b. | feature | d. | both fact & feature | | | | | | |
| | 7. | is one of the key factors of capturing the share of the market that is available for new business. | a. | location | c. | Competitors management ability | | b. | Competitions debt structure | d. | All of these are correct | | | | | | |
| | 8. | Which of the following is not a function of salespeople in agriculture? | a. | Sell farmer’s products to consumers | | b. | To convince farmers to back political polices | | c. | Provide services and information to farmers | | d. | Sell supplies and services to farmers | | | | |
| | 9. | When answering a telephone call, you should first: | a. | Identify yourself | c. | Place the caller on hold | | b. | Transfer the call | d. | Ask them why they are calling | | | | | | |
| | 10. | Which of the these is not a major type of display? | a. | Window display | c. | Shelf display | | b. | Point of purchase display | d. | All are types of displays | | | | | | |
| | 11. | Desirable voice traits on the telephone include: | a. | A nasal monotone | c. | Sounding pleasant with pitch variations | | b. | Sounding throaty and raspy | d. | Weak and sometimes squeaky | | | | | | |
| | 12. | Buying signals are clues to: | a. | Handle the objection | c. | Begin with the opening | | b. | Close the sale | d. | All of these are correct. | | | | | | |
| | 13. | A product feature is something you can: | a. | See and feel | c. | Smell and/or taste | | b. | Hear | d. | All of these are correct | | | | | | |
| | 14. | When ending a telephone call, you should.... | a. | Be courteous only if you made a sale | | b. | Get rid of the caller fast | | c. | Always be courteous and well-mannered | | d. | Let the caller hang up | | | | |
| | 15. | A display should answer these buying questions: | a. | What is the product? | c. | How much does it cost? | | b. | Why should someone buy it? | d. | All of these are correct | | | | | | |
| | 16. | The variety of techniques that introduce customers to a product or service and motivate them to buy, often at a discounted rate, are called: | a. | Technical consulting | c. | Competition analysis | | b. | Customer service | d. | Sales promotions | | | | | | |
| | 17. | Marketing plans are based on the following fundamentals: | a. | Business plan | c. | Marketing mix | | b. | Multinational companies | d. | Both Business plan & Marketing mix | | | | | | |
| | 18. | A successful advertisement has three specific qualities. Which of the following is not one of them? | a. | It should point out competitor flaws | c. | It should create a desire to buy | | b. | It should be easy to read and visually pleasing | | | | | | | | |
| | 19. | In handling objections one technique is known as the “three f’s”, the three f’s are: | a. | Free, fun, fast | c. | Feel, felt, found | | b. | Feel, found, fact | d. | Forget, forever, fantastic | | | | | | |
| | 20. | Sales people need to learn how to identify, target and contact customers. This is termed: | a. | Hunting | c. | Prospecting | | b. | orienteering | d. | Trying to | | | | | | |
| | 21. | The paid-for media communications that business owners use to inform customers that products and services are available are called: | a. | Marketing | c. | Public relations | | b. | Advertising | d. | Self promotion | | | | | | |
| | 22. | An effective display will: | a. | Tell a brief story about a product | | b. | Demonstrate a sales point | | c. | Provide detailed information about the specifics of a product | | d. | Both Tell a brief story about a product & Demonstrate a sales point | | | | |
| | 23. | Which of the following is not a characteristic of effective advertising copy? | a. | It reaches the right prospect, at the right time | | b. | It clearly shows product benefits to the customer | | c. | The ad content is believable and consistent with company image | | d. | Reaches every man, woman, and child in the advertising area | | | | |
| | 24. | One of the five buying decisions a customer makes before making a commitment to purchase include: | a. | Volume | c. | Return on investment | | b. | Product or service | d. | All of these are correct | | | | | | |
| | 25. | What type of goals should be developed in a marketing plan? | a. | Competitors goals | | b. | Short term goals | | c. | Long term goals | | d. | Both Short term goals & Long term goals | | | | |
| | 26. | A display should inform the customer of the of the product. | a. | Quantity | c. | Main features and benefits | | b. | Shelf life | d. | Competing brands | | | | | | |
| | 27. | When placing A telephone call you should: | a. | Do some planning before you place the call | | b. | Know the name of the person you hope to reach | | c. | Develop an outline of what you want to say | | d. | All of these are correct | | | | |
| | 28. | Potential problems not really voiced be a customer are: | a. | Hidden objections | c. | Benefits of products and services | | b. | Customer buying signals | d. | Hidden agendas | | | | | | |
| | 29. | The primary aim of a display is to: | a. | Be packed full of information | c. | Be interesting and informative | | b. | Store large quantities of merchandise | d. | Use up floor space in the store | | | | | | |
| | 30. | There are many different methods to close a sale. This example is a close. “Mr.Smith would you like to pick up ten bags or have them delivered to your business?” | a. | Advantage/Disadvantage | c. | Objection | | b. | Premium | d. | Choice | | | | | | |
| | 31. | Customer service is the responsibility of the: | a. | President | c. | Sales clerk | | b. | Sales representative | d. | All of these are correct | | | | | | |
| | 32. | Starting a business that specializes in a product with little sales potential is foolish. Which of the following would be used to determine sales potential (market) for your product? | a. | Location of major cities | c. | Determining population of the area | | b. | Visit potential competing businesses | d. | All of these are correct | | | | | | |
| | 33. | A good display: | a. | Never uses color o attract attention | | b. | Is used solely to show large quantities of merchandise | | c. | Uses incorrect grammar and spelling to attract attention | | d. | None of these are correct | | | | |
| | 34. | Which of the following contains all of the five W’s of advertising? | a. | who, where, when, why, which | c. | who, what, where, which, why | | b. | when, way, where, which, who | d. | way, who, where, which, way | | | | | | |
| | 35. | A display is intended to get the attention of . | a. | The manager | c. | The janitor | | b. | Customers | d. | None of these are correct | | | | | | |
| | 36. | There are seven steps to a sales presentation. Put the first four in order from the beginning of the presentation.
1. Feature-benefit presentation 3. Determining needs and wants
2. Preapproach 4. Approach | a. | 4, 3, 1, 2 | b. | 2, 3, 4, 1 | c. | 2, 4, 3, 1 | d. | 2, 1, 4, 3 | | | | | | | | | | |
| | 37. | The most customer contacts are made by: | a. | Fax | b. | Site visits | c. | Telephone | d. | Office visits | | | | | | | | | | |
| | 38. | Upsets that you can avoid include: | a. | Promising something and not delivering | | b. | Giving a smart or flip reply | | c. | Questioning the customer’s honesty | | d. | All of these are correct | | | | |
| | 39. | The customer is: | a. | The most important person in your business | | b. | Someone who has biases and prejudices | | c. | Someone who should not be offended | | d. | All of these are correct | | | | |
| | 40. | One technique for getting customers into your store is to advertise and sell a product at a sale price that is lower than you paid for it. This does cost money, but it pays for itself by getting new customers into your business. These type of product are called: | a. | Loss leaders | c. | Cold sales | | b. | Bait and switch products | d. | Appetizers | | | | | | |
| | 41. | An angry customer can be calmed best if your voice sounds: | a. | Hesitant | b. | Impatient | c. | Condescending | d. | Confident | | | | | | | | | | |
| | 42. | To demonstrate to an angry customer that you are listening, you should: | a. | Listen for both facts and feelings | c. | Paraphrase what they are saying | | b. | Be attentive | d. | All of these are correct | | | | | | |
| | 43. | Bill buys a tool from James, a salesclerk at a local hardware store. The next day Bill brings the tool back, telling James that it did not work for the job he wanted done. James sells him another tool, but Bill brings that back too. This time, after very angry words, Bill asks James to see Adam, the manager. Adam, the manager, must: | a. | Calm Bill | | b. | Send Bill back to James | | c. | Both calm Bill and be a role model for the staff | | d. | Be a role model for the staff | | e. | None of these are correct | | | | |
| | 44. | Bill buys a tool from James, a salesclerk at a local hardware store. The next day Bill brings the tool back, telling James that it did not work for the job he wanted done. James sells him another tool, but Bill brings that back too. This time, after very angry words, Bill asks James to see Adam, the manager. The staff is aware of the whole situation, Adam should: | a. | Pretend nothing happened | | b. | Debrief the staff, focusing on the what they all can learn | | c. | Use James as an example of what not to do | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 45. | Free media placements of information about a small business, its products or its services is called: | a. | Advertising | b. | Marketing | c. | Publicity | d. | Personal sales | | | | | | | | | | |
| | 46. | Side conversations while talking on the telephone... | a. | Allows you to do two things at once | | b. | Keeps the customer on their toes | | c. | Should be avoided so you can give the caller your full attention | | d. | Only happens when you are really busy | | | | |
| | 47. | Which of the following is not a major objective of advertising activities? | a. | To increase the demand for your product | | b. | Increase customer traffic | | c. | Publicize products and services | | d. | Enhances the owners personal reputation | | | | |
| | 48. | When handling and angry customer, you should: | a. | Keep your voice calm and matter-of-fact | | b. | Let your words show that you what to be attentive and helpful | | c. | Listen carefully to the customer and don’t interrupt | | d. | All of these are correct | | | | |