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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 1. | Most salespeople, according to B.F. Skinner’s theory on positive reinforcement, perform better when they | a. | Expect to get recognition or a reward | c. | Plan on making a fortune | | b. | Expect to never fail | d. | Do not expect anything | | | | | | |
| | 2. | Which of the following would be included in the pre-approach of a sales presentation? | a. | Closing the sale | | b. | Ordering the product-so it is available for sale | | c. | Showing the product | | d. | Learning all there is to know about the products you sell | | | | |
| | 3. | There are two principle types of display used by agribusiness firms-promotional and institutional. Which term describes a promotional display? | a. | Used to promote the business as a whole | | b. | Is designed to promote good-will in the community | | c. | Draws attention to products, supplies, or services for sale | | d. | Promotes a store’s image as a part of the community | | | | |
| | 4. | The purpose of taking a physical inventory is to | a. | Decide how much inventory the store should be purchasing in the future | | b. | Determine the exact amount of merchandise the business has on hand | | c. | Determine the amount you are going to change for a product | | d. | Decide how much of the product you should keep | | | | |
| | 5. | Constructing a display arranged in steps, or graduations, is an example of: | a. | Proportion | b. | Balance | c. | Rhythm | d. | Contrast | | | | | | | | | | |
| | 6. | A quality customer service provider is a person who: | a. | Accepts responsibility for providing timely customer service in a courteous manner | | b. | Understands that the success of an organization depends on good customer service | | c. | Learns and practices customer service skills in a positive manner | | d. | All of these answers are correct | | | | |
| | 7. | Which of the following should you not be concerned with when answering a telephone? | a. | Be enthusiastic | c. | Remember to smile | | b. | Use friendly phrases | d. | All of these should be considered | | | | | | |
| | 8. | What is not likely to happen when you fail to listen closely while taking a telephone call? | a. | You will always get the right message of the caller | | b. | You will hear what you want to hear | | c. | You will hear what you expect to hear | | d. | You will not recognize the difference between a statement, objection or question | | | | |
| | 9. | When dealing with upset customers, What do the three F’s refer to? | a. | Feel, fear, frustration | c. | Familiar, felt, found | | b. | Feel, felt, found | d. | Family, familiarity, felt | | | | | | |
| | 10. | What do upset customers want from you? | a. | To be taken seriously | c. | To be treated with respect | | b. | To be listened to | d. | All of these answers are correct | | | | | | |
| | 11. | Which item is not an intangible item? | a. | Insurance | b. | Advertising | c. | Fertilizer | d. | Credit services | | | | | | | | | | |
| | 12. | What do retailers hire salespeople to do? | a. | Sell products to other retailers, wholesalers, industrial firms, or other businesses | | b. | Sell merchandise and services to customers | | c. | Sell products to manufacturers or directly to wholesalers or retailers | | d. | None of these answers are correct | | | | |
| | 13. | Personality is | a. | The total of all your attitudes, habits, and feelings | | b. | What people see when they look at you, what they hear when you speak, and what they feel in your presence | | c. | The total of all of your traits, and it sets you apart from others | | d. | All of these answers are correct | | | | |
| | 14. | The proper term for the activities which need to be done in order to sell a product idea for profit is: | a. | Resume | b. | Promotion | c. | Application | d. | Media | | | | | | | | | | |
| | 15. | One question that you will need to ask when determining the market potential for your business is: | a. | Who are my customers? | | b. | Where are my customers located? | | c. | What product should I provide? | | d. | How can I create a demand for my products and services? | | | | |
| | 16. | The exchange of a product or service for the purchase of the promise to pay the purchase price is: | a. | A marketing suggestion | c. | A give away | | b. | A sales transaction | d. | A lottery | | | | | | |
| | 17. | All of the following are example of direct selling responsibilities EXCEPT: | a. | Prospecting | c. | Bill collection | | b. | Making presentations | d. | Handling objections | | | | | | |
| | 18. | Which is not a step in the process of Maslow’s Hierarchy of Needs? | a. | Self-actualization | c. | Greed | | b. | Social needs | d. | Psychological | | | | | | |
| | 19. | All of the following are examples of what a salesperson should do when handling customer objections except: | a. | Pause before answering the objection | c. | Answer the objection | | b. | Restate the objection | d. | Try to evade or minimize the objection | | | | | | |
| | 20. | Customers who want to buy, but don’t know what they want are what kind of customers? | a. | Just-looking customers | c. | Indecisive customers | | b. | Undecided customers | d. | Decided customers | | | | | | |
| | 21. | The correct order of the steps of the communication process is: | a. | Encoding, source, decoding, receiver | | b. | Source, encoding, channel, decoding, receiver | | c. | Source, channel, receiver | | d. | Source, encoding, decoding, receiver | | | | |
| | 22. | Which is not an example of an objective of the opening? | a. | Create a favorable impression of the sales person in the mind of the prospect | | b. | Assure the salesperson that it is someone who is going to buy their product | | c. | Probe for and dig out the needs and values of the prospect | | d. | Get and keep the prospects attention | | | | |
| | 23. | Which of the following is not one of the three basic steps of the sales presentation? | a. | Summarize the problem | c. | Present selling points | | b. | Outline solution | d. | Cold calling | | | | | | |
| | 24. | Which of the following are 5 mental stages a customer goes through in making a buying decision? | a. | Awareness, intention, desire, attitude, and action | | b. | Attitude, intention, desire, consumption, and action | | c. | Attention, intention, demand, consumption, and action | | d. | Attention, interest, desire, conviction, and action | | | | |
| | 25. | What is any message to mass media, which informs people about goods, services, or ideas and is paid for by an identified sponsor? | a. | Management | b. | Advertising | c. | Production | d. | Talking | | | | | | | | | | |
| | 26. | One of the best methods salespeople can use to gain their customers confidence is to | a. | Listen carefully to what they say | | b. | Make and keep appointments | | c. | Use their powers of observation to correctly guess what the customer wants | | d. | Sell customers up to the next quality level of product | | | | |
| | 27. | The least progressive farmers, adverse to taking risks, less educated, afraid of debt and have their feet firmly planted in tradition, are what type of farmers? | a. | Laggards | b. | Early majority | c. | Early adapters | d. | Innovators | | | | | | | | | | |
| | 28. | This type of close does not give the buyer a choice between buying or not buying, rather it recognizes that the prospect intends to buy and offers them a choice of one thing vs. something else | a. | Summary close | c. | Special features close | | b. | Assumption close | d. | Choice close | | | | | | |
| | 29. | Which is not a main form of media? | a. | Print media | c. | Broadcast media | | b. | Communications media | d. | Visual media | | | | | | |
| | 30. | Promotion is | a. | An important part of the marketing activity that goes on between and among the middlemen in any of the marketing paths | | b. | A term used to cover the coordination of all seller-initiated efforts to communicate with potential customers | | c. | Done by advertising | | d. | All of these answers are correct | | | | |
| | 31. | When the customer gives you a statement or a question that has to do with ownership-this is a clue that the customer is ready to buy. What type of method should be used? | a. | Demonstration method | c. | Question method | | b. | Third-party method | d. | Close-on-an-objection method | | | | | | |
| | 32. | The faith and confidence that causes customers to want to do business with a firm is | a. | Public relations | b. | Goodwill | c. | Personal selling | d. | Advertising | | | | | | | | | | |
| | 33. | Which of the following characteristics are unique to agribusiness selling? | a. | A salesperson and customer often share common agricultural ethnic backgrounds | | b. | Agribusiness selling requires a high degree of technical skill and knowledge of agriculture | | c. | Selling revolves around long-term repeat business that is based on service | | d. | All of these answers are correct | | | | |
| | 34. | A letter of inquiry is | a. | Written about a specific job vacancy | | b. | Written to inform an employer that you wish to be employed in a position in the business | | c. | Written when resigning from a job | | d. | Basically a resume | | | | |
| | 35. | Which of the following is a characteristic of trading up? | a. | When a salesperson shows the customer one item, then shows a higher priced item. | | b. | Should be used when you determine that your customer would benefit from better-quality merchandise | | c. | When you use this technique it is important to explain to your customers the benefits they will receive from purchasing better-quality merchandise. | | d. | None of these are correct | | | | |
| | 36. | Motives that are based on the customers’ logical reasoning are | a. | Rational buying motives | c. | Technical buying motives | | b. | Emotional buying motives | d. | Product buying motives | | | | | | |
| | 37. | The most common forms of customer sales resistance are | a. | Hidden objections and excuses | c. | Rational and nonrational | | b. | Excuses and complaints | d. | Real objections and excuses | | | | | | |
| | 38. | The approach is used to greet customers on an informal basis | a. | Service approach | c. | Merchandise approach | | b. | Welcome approach | d. | Opening approach | | | | | | |
| | 39. | Important patronage buying motives include | a. | Store image and location | c. | Helpful sales people | | b. | Assortment of merchandise | d. | All of these are correct | | | | | | |
| | 40. | Advertising that is intended to develop a positive image, confidence and goodwill as well as build permanent patronage for the business is | a. | Functional advertising | c. | Social advertising | | b. | Indirect action advertising | d. | Quality assurance advertising | | | | | | |
| | 41. | What are based upon customers’ needs and wants and the ability of the product or service to satisfy them? | a. | Buying motives | c. | Reasons of interest | | b. | Reasons for complaint | d. | Reasons to sell | | | | | | |
| | 42. | What is the term used to describe the number of exposure opportunities an advertisements will generate? | a. | Gross rating points | c. | Points of opportunity | | b. | Rate of sales | d. | None of these are correct | | | | | | |
| | 43. | The method that is probably the most widely used for answering objectives; where the salesperson acknowledges the customer’s objection, then gives the customer an answer to the objection is known as | a. | Question method | c. | Superior-point method | | b. | Boomerang method | d. | Yes, but method | | | | | | |
| | 44. | What is the goal of every sales presentation/ | a. | To close | | b. | To ask the customer to buy | | c. | To leave the presentation satisfied about your performance | | d. | To leave the customer thinking about your presentation | | | | |
| | 45. | Which of the following is not a closing technique | a. | Choice close | c. | Standing-room-only closing | | b. | Assume-they-are-buying close | d. | Immediate close | | | | | | |
| | 46. | Making the buying decision easier includes all of the following except: | a. | Narrowing the selection | c. | Start talking price | | b. | Stop talking about new products | d. | List the benefits of ownership | | | | | | |
| | 47. | When using this method to deal with objections, the salesperson is actually turning the objection into a reason to buy. | a. | Superior-point | b. | Boomerang | c. | Alternative | d. | Question | | | | | | | | | | |
| | 48. | As a salesperson, what don’t you want to be? | a. | A know it all | b. | Too friendly | c. | Courteous | d. | Persistent | | | | | | | | | | |
| | 49. | Prestige advertising stresses? | a. | Character | b. | Efficiencies | c. | Happiness | d. | Loyalty | | | | | | | | | | |
| | 50. | Every add needs a? | a. | Focal point | c. | Catchy slogan | | b. | Happy customer | d. | Proper design layout | | | | | | |