Multiple Choice Identify the letter of the choice that best completes the statement or answers the question. |
| 1. | The process of finding new customers is termed: a. | Recruiting | d. | Aggressive selling | b. | Prospecting | e. | None of these are correct | c. | Telephone contacts | | | | | | | |
| 2. | Cold calling is: a. | Calling 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 prospect customer who has asked to be contacted. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 3. | In taking telephone messages, your message should include: a. | Name of person who is being called | b. | Date, time of call, and your name or initials | c. | Action to be taken, such as call back | d. | None of these are correct | e. | All of these are correct | | | |
| 4. | 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 | | | | | | | |
| 5. | Cool calling is: a. | When a salesperson calls a prospect without any prior knowledge of the prospect. | b. | Calling of prospects that fit a certain criteria of type and size of business. | c. | Prospects who have been suggested by current customers, fellow salespeople or prospects themselves. | d. | All of these are correct | e. | None of these are correct | | | |
| 6. | Your attitude: a. | Towards customers influences your behavior-you cant always camouflage how you feel. | b. | Affects everyone who comes in contact with you. | c. | is not fixed, the attitude you display is up to you. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 7. | 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. | | | |
| 8. | In placing a telephone call: a. | Know the name of the person you want to reach. | b. | Develop an outline of what you intend to say starting by identifying yourself. | c. | Be clear in your mind about what you want to accomplish. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 9. | 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. | | | |
| 10. | When on the telephone explaining a co-workers absence from the office you should: a. | Support the person for whom you are taking calls-create a good image. | b. | Explain: Mrs.White is home ill today. | c. | Explain: I dont know where she is today. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 11. | Which of the following is not a market situation in a market analysis: a. | Product descriptions | d. | Information about supply and demand | b. | Pricing | e. | None of these are correct | c. | Existing competition | | | | | | | |
| 12. | The market analysis activity for this event: a. | Requires each team member to compete individually. | b. | Is a team activity. | c. | Is a two-member activity. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 13. | The objective of the market analysis is to: a. | Make a sales presentation. | d. | All of these are correct. | b. | Create a new product. | e. | None of these are correct. | c. | Develop a marketing plan. | | | | | | | |
| 14. | A market plan should include: a. | An introduction. | d. | All of these are correct. | b. | Short-term goal. | e. | None of these are correct. | c. | Long-term goal. | | | | | | | |
| 15. | A potential customer profile is best described as: a. | Knowing the strengths and weaknesses of your competition. | b. | Strengths and weaknesses of your product or service. | c. | Characteristics of potential buyers. | d. | All of these are correct. | e. | None of these are correct. | | | |
| 16. | Defining the target market means: a. | Stated goals in the business proposition. | b. | Identifying and selecting customers who are most likely to buy what is produced. | c. | Plans for achieving marketing objectives. | d. | None of these are correct | e. | All of these are correct. | | | |
| 17. | An Action Plan includes the following four areas: a. | Analysis, research, target marketing, 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. | | | |
| 18. | A projected budget is: a. | A statement of anticipated expense 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. | | | |
| 19. | Research in developing market plan is: a. | Preparing the business proposition. | b. | Planning assumptions. | c. | Preparing marketing strategies. | d. | Careful and diligent study to gain knowledge about market. | e. | None of these are correct. | | | |
| 20. | 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. | | | | | | | |
| 21. | 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. | | | |
| 22. | If your resolution to a customer complaint doesnt work then: a. | Present an alternative solution. | b. | Inform the customer there are no other solutions. | c. | Contact your supervisor. | d. | Both A and C. | e. | None of these are correct. | | | |
| 23. | When you first meet a disgruntled customer, you should: a. | Refer them to your 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. | | | |
| 24. | Which of the following would NOT be considered one of the five buying questions a display should answer? a. | What is the product? | d. | Is it worth it? | b. | How much does it cost? | e. | None of these are correct. | c. | Where can I buy it? | | | | | | | |
| 25. | An effective display will: a. | Tell a story. | d. | All of these are correct. | b. | Demonstrate a sales point. | e. | None of these are correct. | c. | Get the attention of the customers. | | | | | | | |
| 26. | A display should not: a. | Sell on price. | d. | Show how a product is used. | b. | Sell on value. | e. | None of these are correct. | c. | Attract too much attention. | | | | | | | |
| 27. | 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 informations | d. | All of these are correct. | e. | None of these are correct. | | | |
| 28. | 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 arrangements. | | | | | | | |
| 29. | A central idea or theme for a display will: a. | Have many sub-themes. | d. | All of these are correct. | b. | Relate the product to the customer. | e. | None of these are correct. | c. | Take up most of your planning time. | | | | | | | |
| 30. | 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 the customer. | e. | None of these are correct. | | | |
| 31. | A display plan: a. | Limits creativity in design. | b. | Show how not to put the display together. | c. | Help calculate the cost of the display. | d. | Prevents the display from being assembled. | e. | None of these are correct. | | | |
| 32. | Which of the following is not a main step in developing a display plan? a. | Determine product or service to be feature. | b. | Establish a theme. | c. | Determine who will assemble it. | d. | Select a display arrangement. | e. | None of these are correct. | | | |
| 33. | A zigzag arrangement of a display: a. | Uses stair step 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. | | | |
| 34. | 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. | | | | | | | |
| 35. | 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 the are correct. | c. | Closure. | | | | | | | |
| 36. | 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 speaking. | d. | Strategizing your plans for a close. | e. | None of these are correct. | | | |
| 37. | Enthusiasms 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 sales is made. | d. | Should be shown primarily by the customer. | e. | None of these are correct. | | | |
| 38. | 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 nosy. | d. | Not necessary unless you already know the customers situation. | e. | None of these are correct. | | | |
| 39. | Arguing with the customer: a. | Is appropriate when trying to change his mind. | b. | Should take place without shouting. | c. | Convinces the customer that you are sold on your product. | d. | Should be avoided. | e. | None of these are correct. | | | |
| 40. | Involving the customers 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 a lack of sales ability. | d. | Is used when the sales close does not work. | e. | None of these are correct. | | | |
| 41. | The Close: a. | Should be avoided on the first call. | b. | Ideally takes 12% of the total sales call time. | c. | May occur at any time. | d. | Must happen after handling customer objections. | e. | None of these are correct. | | | |
| 42. | Which of the following is the first thing an advertisement should accomplish? a. | Show product benefits to the customer | d. | Supply the product information. | b. | Get the customers attention. | e. | None of these are correct. | c. | Create a desire to buy. | | | | | | | |
| 43. | In a classic advertisement formula, the headline is designed to: a. | Supply details about the product. | d. | Attract the readers attention. | b. | Explain product benefits. | e. | None of these are correct. | c. | Inform the customer about product price | | | | | | | |
| 44. | The part of a classic advertisement that supplies the customer with facts and information about a product is the: a. | Headline. | d. | Illustration. | b. | Subhead. | e. | None of these are correct. | c. | Body Copy. | | | | | | | |
| 45. | Using one main item in an advertisement to grab the readers attention is called: a. | Dominant element. | d. | Design Flow. | b. | Headline. | e. | None of these are correct. | c. | Subhead. | | | | | | | |
| 46. | Prices should always be indicated in advertisement. |
| 47. | The focal point of an advertisement is located: a. | The lower left part of the ad. | b. | In the upper right part of the ad. | c. | In the upper left part of the ad. | d. | In the area slightly above and to the left of the center. | e. | None of these are correct. | | | |
| 48. | A P.O.P. sign is also known as a ... a. | Place of purchase sign. | d. | Point of product sign. | b. | Point of purchase sign. | e. | None of these are correct. | c. | Price of product sign. | | | | | | | |
| 49. | Which of the following colors can be used to get the customers attention. a. | Red. | d. | Black. | b. | Blue. | e. | None of these are correct. | c. | Green. | | | | | | | |
| 50. | 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. | | | |