2001 North Dakota State Agricultural Sales Test

Name:

Multiple Choice

Identify the letter of the choice that best completes the statement or answers the question.

Which would be considered the most difficult of a sales promotion?

a.	Visual merchandising such as displays	d.	Sweepstakes
b.	Coupons, rebates	e.	None of these are correct
c.	Contest

Ultimately, promoting sales is the responsibility of:

a.	The manager	d.	All of these are correct
b.	Advertising personnel	e.	None of these are correct
c.	Sales team

Customer Service is the responsibility of:

a.	The customer service department	d.	All of these are correct
b.	The president of the organization	e.	None of these are correct
c.	Upper level management

Which of the following would be best classified as a customer objection?

a.	“I can’t pay the price”
b.	“What can you do about the back-order?”
c.	“You guaranteed satisfaction but you don’t have a feed finishing mix”
d.	All of these are correct
e.	None of these are correct

Special telephone courtesy skills may be needed to deal with assertive, angry, passive or talkative customers. Match each telephone courtesy skill with the appropriate customer.

Provide minimal response.

a.	The assertive customer	d.	The talkative customer
b.	The angry customer	e.	None of these are correct
c.	The passive customer

Special telephone courtesy skills may be needed to deal with assertive, angry, passive or talkative customers. Match each telephone courtesy skill with the appropriate customer.

Avoid getting caught up in emotion.

a.	The assertive customer	d.	The talkative customer
b.	The angry customer	e.	None of these are correct
c.	The passive customer

Special telephone courtesy skills may be needed to deal with assertive, angry, passive or talkative customers. Match each telephone courtesy skill with the appropriate customer.

Ask the customer’s opinion of your service.

a.	The assertive customer	d.	The talkative customer
b.	The angry customer	e.	None of these are correct
c.	The passive customer

Do not be disappointed by a lack of friendly rapport.

a.	The assertive customer	d.	The talkative customer
b.	The angry customer	e.	None of these are correct
c.	The passive customer

Calming upset customers is vital because:

a.	It can upset an entire office
b.	Upset customers usually don’t come back
c.	You want customers to complain
d.	All of these are correct
e.	None of these are correct

10.

Which of the following best describes the five mental stages of the buying process?

a.	Attention, interest, desire, conviction and action
b.	Product, place, promotion and price
c.	Attention, price, income, promotion and interest
d.	Cost promotion, attention, desire and action
e.	None of these are correct

11.

In the sales process, the approach usually begins when:

a.	The advertising campaign begins	d.	You greet the customer
b.	The sale is complete	e.	None of these are correct
c.	The customer walks in the door

12.

Which of the following would not characterize a “Decided Customer”?

a.	Convinced of the item they want to buy
b.	Usually looking for an item they want to buy
c.	They like to be sold the item
d.	They like to make their own buying decisions
e.	None of these are correct

13.

Which is the best definition of selling?

a.	Assisting the customer to make a buying decision
b.	Where most impulsive buying occurs
c.	Ringing up a sale on the cash register
d.	The opposite of buying
e.	None of these are correct

14.

There are seven steps to making a sale. Which of the following is NOT one of the seven steps?

a.	Pre-approach and approach
b.	Identifying customer’s needs and wants
c.	A feature-benefit presentation
d.	Criticizing the competitor
e.	Overcome objections and closing the sale

15.

When dealing with customer’s objections, which of the following methods should not be used?

a.	Listen to the customer’s objections
b.	Pause before answering the objections
c.	Argue with the customer over the objection for his benefit
d.	Show empathy for the customer
e.	None of these are correct

16.

The process of finding new customers is termed:

a.	Recruiting	d.	Aggressive selling
b.	Prospecting	e.	None of these are correct
c.	Telephone contacts

17.

Cold Calling is:

a.	Calling on prospects with an appointment that fit a certain criteria or type and size of business.
b.	When a sales person stops by to visit with a prospect without and 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

18.

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

19.

How to handle an angry caller. You first:

a.	Tell them nicely to call back when they are not angry
b.	Find out what the problem is
c.	Refer them to your manager who has all the answers
d.	All of these are correct
e.	None of these are correct

20.

In projecting a good telephone image you should:

a.	Speak in a professional, business like tone of voice
b.	Be a good listener, concentrate on what you are told
c.	Be tactful and polite when it is necessary to refuse a request
d.	All of these are correct
e.	None of these are correct

21.

What factors must be considered when allowing a refund?

a.	Cost of refund	d.	Type of product
b.	Customer history	e.	None of these are correct
c.	Company management policy

22.

What factors must be present to establish an 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

23.

When you first meet a disgruntled customer you should:

a.	Refer them to your supervisor	d.	All of these are correct
b.	Establish eye contact and smile	e.	None of these are correct
c.	Send them to the customer service desk

24.

The most important factor of your continued success in the sales field will depend on?

a.	The state of the economy	d.	The product you are selling
b.	The weather in the area	e.	None of these are correct
c.	The selling skills you develop

25.

Getting immediate and favorable attention should be attained in what part of the sales process?

a.	Pre approach	d.	Approach
b.	Demonstration	e.	None of these are correct
c.	Closure

26.

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 your plans for a close
e.	None of these are correct

27.

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

28.

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

29.

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 your product
d.	Should be avoided
e.	None of these are correct

30.

Involving the customer in demonstrations:

a.	Disrupts the customer’s concentration and should be avoided
b.	Helps keep the customers attention and appeals to their senses
c.	Normally indicate lack of sales ability
d.	Is used when the close does not work
e.	None of these are correct

31.

The “Close”:

a.	Should be avoided on the first call
b.	Ideally takes 12% of the total sales call time
c.	May occur anytime
d.	Must happen after handling customer objections
e.	None of these are correct

32.

Which of the following colors can be used to get the customer’s attention?

a.	Red	d.	Black
b.	Blue	e.	None of these are correct
c.	Green

33.

A logo is a name, symbol, or trademark designed to....

a.	Indicate product price
b.	Provide easy recognition of a product
c.	Inform a customer about product features
d.	All of these are correct
e.	None of these are correct

34.

When a salesperson stops by to visit with 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

35.

An attempt to close the sale at the earliest, most convenient point by making a closing statement is:

a.	A trial close	c.	A feature/ benefit statement
b.	A testimonial	d.	An objection

36.

The following McDonald’s statement about the 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 and Feature

37.

____________ 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

38.

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 policies
c.	Provide services and information to farmers
d.	Sell supplies and services to farmers

39.

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

40.

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

41.

Buying signals are clues to:

a.	Handle the objection	c.	Being with the opening
b.	Close the sale	d.	All of these are correct

42.

A product feature is something you can :

a.	Sell and feel	c.	Smell and/or taste
b.	Hear	d.	All of these are correct

43.

When ending a telephone call, you should:

a.	Be courteous only if you made the sale
b.	Get rid of the caller fast
c.	Always be courteous and well-mannered
d.	Let the caller hang up

44.

In handling objections, one techniques is known as “three F’s”. The three F’s are:

a.	Free, fun, fast	c.	Feel, felt, found
b.	Feel, found, fact	d.	Forget, forever, fantastic

45.

Sales people need to learn how to identify target and contact customers. This is termed:

a.	Hunting	c.	Prospecting
b.	Orienteering	d.	Trying to

46.

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

47.

Potential problems not readily voiced by a customer are:

a.	Hidden objections	c.	Benefits of products and services
b.	Customer buying signals	d.	Hidden agendas

48.

There are seven steps to a sales presentation. Put the first four in order starting with the beginning of the presentation.

1. Feature-benefit presentation

2. Pre-approach

3. Determining needs and wants

4. Approach

a.	4,3,1,2	b.	2,3,4,1	c.	2,4,3,1	d.	2,1,4,3

49.

The most customer contacts are made by:

a.	Fax	c.	Telephone
b.	Site Visits	d.	Office visits

50.

You want customers to complain because:

a.	If they don’t 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