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RMT 340 Study Guide Chapters 4 (partial) 5, 6, and 7
Chapter 4
Multiple Choice
23. Which of the following is not a type of question found in the ADAPT questioning system?
a.
Assessment questions
b.
Activation questions
c.
Projection questions
d.
Problem questions
e.
Transition questions
24. The ADAPT questioning system is similar to the SPIN questioning system in that:
a.
Both questioning systems include a sequential set of questions.
b.
Both questioning systems seek to uncover needs.
c.
Both questioning systems seek to stimulate the buyer's interest in solving uncovered problem.
d.
Both questioning systems may utilize open-end and closed-end questions.
e.
All of the above are correct.
25. "How well are your current suppliers performing?" is an example of which type of ADAPT question?
a.
Assessment questions
b.
Activation questions
c.
Discovery questions
d.
Problem questions
e.
Transition questions
26. "What are the growth objectives of the company?" is an example which type of ADAPT question?
a.
Assessment questions
b.
Activation questions
c.
Transition questions
d.
Problem questions
e.
Discovery questions
27. "How will the supplier's inability to deliver on time affect your planned expansion?" is an example which type of ADAPT question?
a.
Assessment questions
b.
Activation questions
c.
Projection questions
d.
Problem questions
e.
Discovery questions
28. If the salesperson is successful with projection questions he/she should:
a.
Ask for the order.
b.
Ask transition questions.
c.
Ask implication questions.
d.
Begin presenting a solution.
e.
All of the above are correct.
29. "How would a system that your operators found easier to use affect your business operations?" is an example which type of ADAPT question?
a.
Assessment questions
b.
Activation questions
c.
Projection questions
d.
Problem questions
e.
Discovery questions
30. "Would you be interested in a system that is easier for your operators to use?" is an example which type of ADAPT question?
a.
Transition questions
b.
Activation questions
c.
Projection questions
d.
Problem questions
e.
Discovery questions
31. In order to be an effective listener a salesperson must do which of the following?
a.
Pay attention
b.
Paraphrase and repeat
c.
Make no assumptions about what the buyer is saying
d.
Monitor the buyer's nonverbal language
e.
All the above are correct
32. Michele is a salesperson who finds it effective to try and ______________ what the buy is saying. This helps her to pay attention and understand what the buyer is saying.
a.
Visualize
b.
Discredit
c.
Make assumptions
d.
Control
e.
All the above are correct
ANS: A PTS: 1 DIF: Difficulty: Easy
REF: p. 100 OBJ: LO: 4-5
33. By demonstrating effective listening, a salesperson is able to do which of the following?
a.
Help build the buyer's trust
b.
Convince the buyer that the salesperson's product is best
c.
Always uncover two or three explicit needs
d.
Beat out the competition
e.
All the above are correct
34. The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers is called?
a.
Listening
b.
Social listening
c.
Communication
d.
Active listening
e.
Really listening
35. The acronym SIER stands for what?
a.
Seeing, Interpreting, Earning, and Realizing
b.
Sensing, Interpreting, Evaluating, and Responding
c.
Sensing, Implying, Earning, and Realizing
d.
Sensitive, Interested, Eager, and Responsive
e.
None of the above are correct
36. Receiving both verbal and nonverbal communication is the objective of which active listening component?
a.
Seeing
b.
Sensing
c.
Evaluating
d.
Earning
e.
Responding
37. Drawing meaning from what the buyer is saying (through both verbal and nonverbal communication) is the objective of which active listening component?
a.
Seeing
b.
Implying
c.
Interpreting
d.
Evaluating
e.
Sensing
38. Conveying interest and understanding is the objective of which active listening component?
a.
Implying
b.
Interpreting
c.
Sensing
d.
Evaluating
e.
Responding
39. Which of the following is not one of the ten keys to effective listening?
a.
Evaluates and judges the message as it is being communicated.
b.
Listens for central themes
c.
Interprets color words but does not get hung up on them
d.
Actively looks for opportunities of common interest
e.
Each of the above is one of the keys to effective listening
40. Which of the following are likely to result when a salesperson uses poor grammar in either oral or written communications?
a.
The meaning and credibility of the message are significantly downgraded
b.
The receiver begins to focus on the poor grammar rather than the meaning of the message
c.
The receiver dismisses the sender and the sender's organization as being unable to perform the role of an effective supplier and partner
d.
The probability of effective communication is reduced
e.
All the above are likely to result
41. In most face-to-face communication, approximately what percentage of meaning is conveyed through nonverbal communication?
a.
Less than 10%
b.
About 50%
c.
Close to 75%
d.
Almost 90%
e.
Almost none
42. Which the following is a characteristic of nonverbal language?
a.
It includes body movement and vocal characteristics
b.
It relatively unimportant to communication
c.
It includes body movement but not vocal characteristics
d.
It is extremely easy to control
e.
It conveys very little meaning
43. When speaking with someone on a job interview or sales call, which of the following body postures is most appropriate?
a.
Sitting back in the chair with feet up
b.
Sitting and leaning forward, or sitting on the edge of a the chair
c.
Leaning back with both hands placed behind you head
d.
Standing next to the buyer even though the decides to sit down
e.
You have bad breath
44. Suppose you are a salesperson engaged in face-to-face communication with a perspective buyer. You notice that the buyer backs away from you each time you step within 4 feet of him/her to talk. Which of the following is most likely?
a.
The buyer is not interested in what you are saying
b.
You are invading the buyer's personal zone
c.
You are invading the buyer's public zone
d.
The buyer does not like you
e.
You have bad breath
45. If you find that people you speak with often misinterpret your verbal messages, you should probably work on what?
a.
Your sales presentation
b.
Your listening skills
c.
Your voice characteristics
d.
Your prospecting skills
e.
Asking new and different questions.
46. Each individual type of nonverbal communication carries meaning. However, collectively the pieces of nonverbal communication being expressed at the same time combine to form unique meaning (that is, different from that of the individual pieces). This collection of nonverbal communication is referred to as _________.
a.
Nonverbal clusters
b.
Nonverbal communication
c.
Nonverbal communication qualifiers (NCQ)
d.
Collective nonverbal communication (CNC)
e.
None of the above
47. Which of the following is not one of voice characteristics described in the text?
a.
Pitch
b.
Frequency
c.
Speaking Rate
d.
Intensity
e.
Quality
Chapter 5
1. Why is it important for most salespeople to spend at least some time prospecting?
a.
Because finding new customers is easier than keeping existing customers.
b.
Because it is likely that they will lose some of their existing customers over time.
c.
Because the existing customer base may not be sufficient to generate desired future revenues.
d.
All the above are correct.
e.
Both b and c are correct.
2. With respect to prospecting, which of the following statements is untrue?
a.
Most salespeople need to engage in some activity designed to cultivate future business
b.
Salespeople often indicate they do not have enough time to prospect.
c.
Typically, salespeople enjoy prospecting because they like the positive feedback.
d.
Many of today’s buyers are busy and reluctant to see salespeople.
e.
All of the above are true.
3. Which of the following describes a common reason why salespeople dislike prospecting?
a.
They have a fear of rejection.
b.
They dislike dealing with people.
c.
Actually, most salespeople like prospecting.
d.
All of the above are correct.
e.
None of the above is correct.
4. Which of the following is not one of the reasons buyers may not want to see salespeople?
a.
They may have never heard of the salesperson’s firm.
b.
Buyers may have their own deadlines with other issues . . . and are not receptive.
c.
Buyers are looking for ways to solve problems, and salespeople add to the problems.
d.
Buyers are constantly getting calls from salespeople and do not have time to see them all.
e.
They may have just bought the salesperson’s product category, and there is presently no need.
5. Steve is a salesperson for XYZ Corporation. His territory includes 50 established accounts which he calls on regularly. Although Steve is supposed to allocate some time to prospecting, he’d rather call on his existing accounts. Like many salespeople in his position, Steve resists prospecting because:
a.
He is afraid of rejection.
b.
He doesn’t believe it’s necessary.
c.
He’d rather use his spare time for paperwork.
d.
His established accounts are too important.
e.
He doesn’t need any new accounts.
6. Which the following best describes the process of strategic prospecting?
a.
The process of locating new customers
b.
The process of generating leads
c.
The process of identifying, qualifying, and prioritizing sales opportunities
d.
The process of turning prospects into customers
e.
None of the above described prospecting
7. Which of the following statements about strategic prospecting is untrue?
a.
An objective of strategic prospecting is to improve the salesperson’s efficiency.
b.
Prospecting can be very discouraging.
c.
With respect to business-to-business selling, most salespeople will never have to prospect.
d.
Prospecting involves generating and qualifying leads.
e.
All of the above statements are accurate.
8. What is the goal of strategic prospecting?
a.
To generate the largest number of leads.
b.
To help salespeople identify the best sales opportunities in the most efficient way.
c.
To get past the gatekeeper.
d.
The haphazard screening-out of undesirable sales leads.
e.
To help salespeople identify the decision maker.
9. Which of the following sequences related to prospecting is accurate?
a.
Generate leads, determine sales prospects, prioritize prospects, prepare for sales dialogue
b.
Generate leads, prioritize leads, determine qualified prospects, prepare for sales dialogue
c.
Identify leads, call on leads, qualify leads
d.
Identify leads, call on leads, qualify leads, prioritize leads based on info gathered from sales call
e.
None of the above is accurate.
10. Leads that meet or exceed screening criteria established by the salesperson or the sales organization are called what?
a.
Sales leads
b.
Qualified prospects or sales prospects
c.
Decision makers
d.
Hot prospects
e.
Certified Sales Leads (CSL)
11. Susan is a salesperson for ABC company and has trouble prospecting effectively. Approximately 70% of the leads she contacts don’t have any influence in the purchase decision process. Sandy is most likely having trouble
a.
Communicating with her leads.
b.
Selling her product to her leads.
c.
Qualifying her leads.
d.
Responding to her leads.
e.
With her boss.
12. Which of the following is not one of the primary criteria for qualified prospects?
a.
A need for the product or service (sales offering)
b.
Financial wherewithal to make a purchase
c.
An important role in the purchase decision process
d.
Has the prospect been a customer before
e.
All of the above are primary criteria
13. Sales leads are also known as _______________
a.
Qualified prospects
b.
Prospects
c.
Buyers
d.
Suspects
e.
Customers
14. Megan is a salesperson for an industrial chemical manufacturer. While reviewing her new leads, Megan learned that two of the leads just signed contracts with one of her major competitors. Which of the following best describes why Megan will not consider these two leads qualified prospects?
a.
They don’t have the financial wherewithal to make a purchase
b.
They don’t have a need
c.
They aren’t the decision makers
d.
They don’t have the authority to make a purchase decision
e.
They aren’t in her company’s target market
15. The prospecting method in which salespeople's customers or prospects give them leads is called what?
a.
Introduction method
b.
Cold canvassing method
c.
Bird dog method
d.
Referral method
e.
None of the above
16. The prospecting method in which salespeople's customers or prospects give them leads and provides a letter of introduction is called what?
a.
Introduction method
b.
Cold canvassing method
c.
Bird dog method
d.
Referral method
e.
None of the above
17. Which of the following forms/sources of prospecting is probably least productive?
a.
Observation
b.
Organizations (e.g., Chamber of Commerce)
c.
Cold canvassing
d.
Company records
e.
Community contacts
18. Bill is a salesperson who relies on his current customers to help him identify potential new customers. Bill relies on the __________ method for lead generation.
a.
Comprehensive
b.
Referral
c.
Company source
d.
Customer Source Initiative (CSI)
e.
Cold calling
19. Which of the following statements is untrue regarding cold canvassing?
a.
Calls on prospects are unannounced
b.
It is a relatively efficient form prospecting
c.
Buyers may not be available
d.
Buyers may not have the time to talk to the salesperson
e.
It is probably the least successful form of prospecting
20. The prospecting method in which salespeople seek to obtain leads from influential people is called what?
a.
Introductions method
b.
Known entity method
c.
Centers of influence (networking method)
d.
Referrals method
e.
None of the above
21. Which of the following is not typically a source of sales leads?
a.
Referrals
b.
Non-competing salespeople
c.
Telephone inquiries
d.
Competitor’s salespeople
e.
Professional organizations
22. Which of the following is a major advantage that the advertising inquiry method of obtaining leads has over outbound telephone inquiries?
a.
It's less expensive
b.
The advertising method helps qualify the lead for the salesperson
c.
It's easy to target specific organizations
d.
All of the above are advantages
e.
None of the above are advantages
23. Drew is a salesperson for a company that manufactures bed-liners for pick-up trucks. Drew relies on his friend Susan, a salesperson for a local truck dealership, for leads. Susan calls Drew and lets him know when someone has purchased a new pick-up truck. Drew’s source of leads is called:
a.
Company records.
b.
A sales seminar.
c.
Noncompeting salesperson.
d.
Tradeshow
e.
Center of influence
24. _____________ refers to sales leads generated from company advertising efforts.
a.
Company records.
b.
Advertising inquiries
c.
Advertising Prospects
d.
Corporate Advertising Prospects (CAPs)
e.
Company Advertising Prospects (CAPs)
25. Which of the following forms of locating prospects brings the prospect to the salesperson?
a.
Centers of influence
b.
Outbound telemarketing
c.
Tradeshows
d.
Noncompeting salespeople
e.
Cold canvassing
26. Karen is a salesperson for a large industrial equipment company. Most of her existing and potential customers are geographically dispersed across North America. Which of the following would probably be her best method of prospecting?
a.
Cold Canvassing
b.
Trade Shows
c.
Observation
d.
Centers of influence
e.
Industrial Customer Ranking Protocol
27. Which of the following is not one of the common secondary lead sources?
a.
Harris Directory
b.
Moody’s Industrial Directory
c.
Thomas Register of American Manufacturers
d.
Standard & Poor’s Register of Corporations, Directors, and Executives
e.
Company records
28. Which of the following is not one of the common secondary lead sources?
a.
Harris Directory
b.
Moody’s Industrial Directory
c.
Thomas Register of American Manufacturers
d.
Standard & Poor’s Register of Corporations, Directors, and Executives
e.
All of the above are common secondary lead sources
29. A strategic prospecting plan should include all of the following except?
a.
Proper time allocation
b.
Precall information system
c.
Evaluation method
d.
Tracking system
e.
Goals
30. A strategic prospecting plan should include all of the following except?
a.
Proper time allocation
b.
Goals
c.
Evaluation method
d.
Tracking system
e.
All of the above are correct
31. Suppose a salesperson asks you why a tracking system is important to prospecting, which of the following is probably the best answer?
a.
The tracking system will allow you to track the progress of your customers.
b.
The tracking system will allow you to limit the time you spend prospecting.
c.
The tracking system will improve your image with management.
d.
The tracking system will allow you to monitor the effectiveness of your various prospecting methods so that you can make adjustments accordingly.
e.
Both b and c are correct.
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