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Name:    You must enter your name to take this test. 2003 Minnesota State Agricultural Sales Test

True/False Indicate whether the sentence or statement is true or false.
T F	1.	Marketing starts with the determination of customer’s needs and ends with the repeated satisfaction of those needs.
T F	2.	Claims are quantifiable, that is they can be backed with data.
T F	3.	The act of complaining always decreases customer loyalty.
T F	4.	When closing a telephone conversation, the salesperson should always hang up first.
T F	5.	The focus of selling is serving customers and satisfying their needs and wants.
T F	6.	Most salespeople know far too much about what they sell.
T F	7.	A good salesperson not only knows what to say to customers, but also knows how to present an effective sales demonstration.
T F	8.	Observing customers is an important method of communication. It can help a salesperson select the right selling approach for each individual customer.
T F	9.	Visual aids are tools the salesperson uses to provide the customer with more information about the product.
Multiple Choice Identify the letter of the choice that best completes the statement or answers the question.
A B C D	10.	Successful salespeople possess all of the following characteristics except which of the following? a. They make customers feel good about themselves b. They claim to know all the answers to complex problems c. They expect to be turned down now and then d. They turn disappointment into an advantage
A B C D	11.	When qualifying potential customers, a true prospect is someone who __________ a. Has the need for what you sell c. The money to pay for it b. The authority to buy it d. All of these are correct
A B C D	12.	Research has shown that customers do well deciding among _________ products. With more than this number, confusion sets in. a. Two b. Five c. Three d. Seven
A B C D	13.	One recent national study showed that ______ of all the sales transactions conducted each day in the united states, no one asks anyone to do anything. a. 15% b. 34% c. 63% d. 86%
A B C D	14.	Which of the following should be used to close a sale? a. Summarize advantages c. Ask for the order b. Introduce financial arrangements d. All of these are correct
A B C D	15.	Little things, like not dressing properly, reduce a salespersons’ ability to build rapport and close sales by as much as_________. a. 70% b. 50% c. 30% d. 10%
A B C D	16.	Body language includes which of the following? a. Clothing c. Makeup and grooming b. Hair d. None of these are correct
A B C D	17.	A recent Stanford University study suggests that it takes an average of__________ contacts of impressions before a salesperson can effectively close a sale. a. 3 to 6 b. 6 to 9 c. 9 to 12 d. 12 to 15
A B C D	18.	A warm, firm, friendly handshake goes a long way in building a trusting relationship because it sends which if the following messages without saying a word? a. Professionalism c. Genuineness b. Self-Confidence d. All of the are correct
A B C D	19.	A____________question is a question that stimulates interest. a. Closed-ended b. Provocative c. Probing d. Close-ended
A B C D	20.	____________ of a product or service answers this question for a prospect: “What’s in it for me?” a. Benefits c. Features b. Price d. Intellectual proof
A B C D	21.	To be attainable, goals should be _________. a. Specific c. Measurable b. Realistic d. All of these are correct
A B C D	22.	The main reason customers stop buying from a business is because they __________. a. Die b. Form other interests c. Had someone act rude, indifferent, or discourteous to them d. Were not satisfied with the quality of the product
A B C D	23.	Which of the following i not a way for a salesperson to be more effective when talking to prospects/customers on the telephone? a. Occasionally use the prospect’s name b. Deepen tone of voice c. Call to confirm first appointment with a prospect d. Be upbeat and enthusiastic
A B C D	24.	___________ is the main downfall of many salespeople. a. Dressing properly c. Maintaining eye contact b. Lack of organization d. Smiling to much
A B C D	25.	The best way to compete with other professionals is ______________. a. Be aware of what competitors are offering b. Be knowledgeable about how your products or services compare with theirs c. Know the advantages of working with your firm & point them out to prospect d. All of these are correct
A B C D	26.	It is often said that _________ of clients provide 80% of sales a. 80% b. 40% c. 20% d. 60%
A B C D	27.	According to a survey conducted by Financial Marketing Association, it was discovered that__________of customers had expressed a complaint in the previous twelve months. a. 15% b. 25% c. 45% d. 65%
A B C D	28.	Some experts claim we make decisions about people within the first________of our meeting them. a. 2 minutes b. 45 seconds c. 5 minutes d. 4 seconds
A B C D	29.	A(n) ____________ question is one that steers customers into discussing the needs and wants which relate to the products you are selling. a. Open-ended b. Nosy c. Probing d. Close-ended
A B C D	30.	Which of the following words do closed-ended questions usually not begin with? a. Why b. Did c. Will d. Have
A B C D	31.	___________ customers are usually  taken for granted because salespeople assume they are satisfied with the service received. a. Talkative c. Passive b. Assertive d. All of these are correct
A B C D	32.	______________ is your mental position on facts, the way you view things. a. Attitude b. Concern c. Behavior d. Belief
A B C D	33.	When hiring someone to be a salesperson for your company, you should not do which of the following. a. Ask questions about previous job-related experiences b. Give the interviewee the ball and let them run with it c. Hire a person who is a mirror image of you d. All of these should be done
A B C D	34.	According to College Boards News, half of employees who quit a job do so within the first__________. a. 7 days b. Year c. 2 weeks d. 30 days
A B C D	35.	Selling is done from which of the following locations___________. a. Retail stores c. Private homes b. Wholesale distribution centers d. All of these are correct
A B C D	36.	The main characteristic that everyone needs to succeed as a salesperson is a(n)_______? a. Quiet and unassuming personality b. Ability to tune out the customer when he/she is talking c. Positive attitude d. Outgoing and verbal personality
A B C D	37.	____________is one of the most important qualities salespeople should possess, because they play such an important role in creating a favorable image of the business. a. Honesty c. Loyalty b. Aggressiveness d. All of these are equally important
A B C D	38.	The_________begins when you greet the customer. The purpose of this stage in the selling process is to create a favorable impression of yourself for customers and to direct customer’s attention to your product. a. Approach c. Handling of objections b. Feature-benefit presentation d. Closing
A B C D	39.	___________selling is the process of selling customers an item to go with what they have already purchased. a. Objective b. Forced c. Need-based d. Suggestive
A B C D	40.	Which of the following is not a good way to build rapport with a prospective customer? a. Call people by their first name b. Wear whatever attire you are comfortable in c. Show up on time for the meeting d. Make eye contact throughout the whole sales process
A B C D	41.	Which of the following is not a common customer buying motive a. Health c. Affection and love b. Prestige and recognition d. All of these are buying motives
A B C D	42.	__________buying motives are based on the desire to have a specific product or service a. Rational b. Product c. Emotional d. Patronage
A B C D	43.	The__________approach directs the customer’s attention to a specific item. a. Welcome b. Merchandise c. Service d. Attention
A B C D	44.	Successful sales managers should do which of the following? a. Concentrate on all the negatives that have happened b. Constantly work on upgrading their skills c. Cover up mistakes so nobody finds out about them d. Spend more time talking than listening
A B C D	45.	A(n)__________is a specific quality or characteristic of a product or service, something you can see, feel, hear, smell, or taste. a. Feature b. Benefit c. Attribute d. Appeal
A B C D	46.	What information should be included on a sales receipt? a. Date of purchase c. Pricing information b. Customer’s name and address d. All of these should be included
A B C D	47.	When handling customer complaints, a salesperson should___________. a. Listen to the customer c. Ask the customer for a solution b. Restate the customer’s complaint d. All of these are correct
A B C D	48.	__________customers are customers who know exactly what they want or need. a. Decided b. Undecided c. Just-looking d. Motivated
A B C D	49.	Showing ____________for your customers means that you understand their feelings and appreciate their points of view. a. Empathy c. Remorse b. Enthusiasm d. None of these are correct
A B C D	50.	In the ________close, the salesperson offers a bonus to persuade the customer to make the purchase. a. Objection c. Last-chance-to-buy b. Standing-room-only d. Premium