Multiple Choice
Identify the
choice that best completes the statement or answers the question.
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1.
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The process of finding new customers is termed:
a. | recruiting | d. | Aggressive selling | b. | Prospecting | e. | None of these are correct | c. | Telephone
contacts |
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2.
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Cold Calling is:
a. | Callings on prospects with an appointment that fit a certain criteria of type and
size and business | b. | When a salesperson stops by to visit with a
prospect without an appointment or any prior knowledge of the prospect | c. | Calling a
prospective customer who has asked to be contacted | d. | All of these are correct | e. | None of these are
correct |
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3.
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In taking telephone messages, your message should include:
a. | Name of person who is being called | b. | Date, time of call, and you name or
initials | c. | Action to be taken, such as call back | d. | None of these are correct | e. | All of these are
correct |
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4.
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Company contact with customers is more often:
a. | Face to face | d. | At an open house | b. | By telephone | e. | None of these are correct | c. | By fax
machine |
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5.
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Cool calling is
a. | When a salesperson calls a prospect without any prior knowledge of the
prospect | b. | Calling on prospects that fit a certain criteria of type and size of
business | c. | Prospects who have been suggested by current customers, fellow salesperson or
prospects themselves | d. | All of these are correct | e. | None of these are
correct |
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6.
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The following McDonald’s statement about a Big Mac is a:
“Two
beef patties, special sauce, lettuce, cheese on a sesame seed bun”
a. | Fact | c. | Benefit | b. | Feature | d. | Fact and
Feature |
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7.
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____________ is one of the key factors in 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 |
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8.
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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 and information to farmers |
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9.
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When answering a telephone call, you should first:
a. | Identify Yourself | c. | Place the Caller on | b. | Transfer the Call | d. | Ask Them Why They Are
Calling |
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10.
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Which of 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 |
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11.
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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 |
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12.
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Buying signals are clues to:
a. | Handle the objection | c. | Begin with the opening | b. | Close the
sale | d. | All of these are
correct |
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13.
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A product feature is something you can:
a. | See and feel | c. | Smell and/or taste | b. | Hear | d. | All of these are
correct |
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14.
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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 |
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15.
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A potential customer profile is best described as:
a. | Knowing the strengths and weaknesses of your competition | b. | Strengths and
weaknesses of you product or service | c. | Characteristics of potential
buyers | d. | All of these are correct | e. | None of these are
correct |
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16.
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Defining the “target market” means:
a. | Stated goals in the business proposition | b. | Identifying and
selecting customers whom are most likely to buy what is produced | c. | Plans for achieving
marketing objectives | d. | All of these are correct | e. | None of these are
correct |
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17.
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An “Action Plan” includes the following four areas:
a. | Analysis, research, target market, and marketing strategy | b. | Income, evaluation,
process, and product | c. | Product, price, place, and
promotion | d. | All of these are correct | e. | None of these are
correct |
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18.
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A project budget is:
a. | A statement of anticipated expenses and income for the market
plan | b. | Developing a promotion plan | c. | Determining how well the plan
did | d. | Market research | e. | None of these are
correct |
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19.
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Research in developing market plans is:
a. | Preparing the business proposition | b. | Planning assumptions | c. | Preparing marketing
strategies | d. | Careful and diligent study to gain knowledge about a market | e. | None of these are
correct |
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20.
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What factors must be considered when allowing a refund?
a. | Cost of the refund | d. | Type of product | b. | Customer history | e. | None of these are correct | c. | Company management
policy |
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21.
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What factors must be present to establish effective customer service
policy?
a. | Policies must be clear to the customer | b. | Supported by company
management | c. | The primary objective should be customer satisfaction | d. | All of these are
correct | e. | None of these are correct |
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22.
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If your resolution to a customer complaint doesn’t work then
a. | Present an alternative solution | b. | Inform the customer there is no other
solution | c. | Contact your supervisor | d. | Present an alternative solution and contact you
supervisor | e. | None of these are correct |
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23.
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When you first meet a disgruntled customer you should:
a. | Refer them to you supervisor | b. | Establish eye contact and
smile | c. | Send them to the customer service desk | d. | All of these are correct | e. | None of these are
correct |
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24.
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Which of the following would not be considered one of the five buying questions
a display should answer?
a. | What is the product? | b. | How much does is cost? | c. | Where can I buy
it? | d. | Is it worth it? | e. | None of these are
correct |
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25.
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An effective display will:
a. | Tell a story | b. | Demonstrate a sales point | c. | Get the
attention | d. | All of these are correct | e. | None of these are
correct |
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26.
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A display should not:
a. | Sell on price | b. | Sell on value | c. | Attract too much
attention | d. | Show how a product is used | e. | None of these are
correct |
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27.
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When building a product display you should:
a. | Use colors that look good together | b. | Use words sparingly | c. | Use action words to
communicate worthwhile information | d. | All of these are correct | e. | None of these are
correct |
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28.
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Which of the following is not one of the six major display arrangements?
a. | Wedge arrangements | d. | Radiation arrangement | b. | Repetition
arrangements | e. | None of these
are correct | c. | Round arrangement |
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29.
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A central idea or theme for a display will:
a. | have many sub-themes | b. | Relate the product to the
customer | c. | Take up most of your planning time | d. | All of these are correct | e. | None of these are
correct |
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30.
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Before setting up a display:
a. | A drawing or sketch should be made | b. | The price of the product should be
reduced | c. | Customers should be trained to use it | d. | Free product should be given to
customer | e. | None of these are correct |
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31.
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A display plan:
a. | Limits creativity in design | b. | Shows how not to put the display
together | c. | Helps calculate the cost of the display | d. | Prevents the display
from being assembled | e. | None of these are
correct |
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32.
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Which one of the following is not a main step in developing a display
plan?
a. | Determine product or service to be featured | b. | Establish a
theme | c. | Determine who will assemble | d. | Select the display
arrangement | e. | None of these are correct |
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33.
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A zig zag arrangement of display:
a. | Uses stair steps to indicate progress | b. | Develop a focal point in the
center | c. | Sets the product in uneven lines that look informal and fun | d. | Uses repetition of a
product | e. | None of these are correct |
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34.
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The most important factor of your continued success in the sales field will
depend on?
a. | The state of the economy | b. | The weather in the area | c. | The selling skills
you develop | d. | The product you are selling | e. | None of these are
correct |
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35.
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Getting immediate and favorable attention should be attained in what part of the
sales process?
a. | Pre-approach | b. | Demonstration | c. | Closure | d. | Approach | e. | None of these are
correct |
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36.
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The most appropriate listening skills include:
a. | Constant eye contact | b. | Careful focus on what the customer is telling
you | c. | Facial expressions while the customer is talking | d. | Strategizing you
plans for a close | e. | None of these are
correct |
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37.
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Enthusiasm’s role in the sales process:
a. | Should be reserved for the close | b. | Is essential for the entire sales
process | c. | Should peak after the sale is made | d. | Should be shown primarily by the
customer | e. | None of these are correct |
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38.
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Asking questions is important:
a. | To figure out the customers needs and wants | b. | If the customer is a
first time buyer | c. | Only if not perceived by the customer as being too nosey | d. | Not necessary unless
you already know the customers situation | e. | None of these are
correct |
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39.
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Arguing with the customer:
a. | Is appropriate when trying to change his mind | b. | Should take place
without shouting | c. | Convinces the customer you are sold on you product | d. | Should be
avoided | e. | None of these are correct |
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40.
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Involving the customer in demonstrations:
a. | Disrupts the customers concentration and should be avoided | b. | Helps keep the
customers attention and appeals to their senses | c. | Normally indicates lack of sales
ability | d. | Is used when the close does not work | e. | None of these are
correct |
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41.
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The “Close”:
a. | Should be avoided on the first call | b. | Ideally takes 21% of the total sales call
times | c. | May occur at anytime | d. | Must happen after handling customer
objections | e. | None of these are correct |
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42.
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To demonstrate to an angry customer that you are listening, you should
a. | Listen for both facts and feelings | b. | Be attentive | c. | Paraphrase what they
are saying | d. | All of these are correct |
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43.
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Read the following case study.
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 |
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44.
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Read the following case study.
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 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 |
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45.
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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 |
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46.
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You want a customers to complain; because,
a. | If they don’t they take their business somewhere else | b. | They tell their
friends not to do business with you | c. | A customer that complains usually comes
back | d. | All of these are correct |
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47.
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Side conversation 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 you full attention | d. | Only happen when you
are really busy |
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48.
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A P.O.P. sign is also known as a
a. | Place of purchase sign | b. | Point of purchase sign | c. | Price of product
sign | d. | Point of product sign | e. | None of these are
correct |
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49.
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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. | Enhance the owners’ personal
reputation |
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50.
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When handling an angry customer, you should
a. | Keep you voice calm and matter-of-fact | b. | Let you words show that you want to be
attentive and helpful | c. | Listen carefully to the customer and
don’t interrupt | d. | All of these are
correct |
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