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1 | |
Prospective buyers are usually exposed to various sales presentations. In some manner, a person internalizes or considers this information and then makes a buying decision. This process of internalization is: |
| | A) | called cognitive perception |
| | B) | referred to as a black box |
| | C) | a readily understood mental process |
| | D) | called stimulus-response behavior |
| | E) | referred to as an echo producer |
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2 | |
The salesperson selling Longaberger baskets says, "Our new basket designs will energize your home and lifestyle." The salesperson has emphasized the basket's: |
| | A) | benefits |
| | B) | features |
| | C) | tangibility |
| | D) | differentiation |
| | E) | physical characteristics |
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3 | |
Harry loved his new lawn mower because it had a six-foot wide cutting deck that allowed him to mow his lawn in half the time it used to take him. The five-foot wide cutting deck is an example of: |
| | A) | a product benefit |
| | B) | a product feature |
| | C) | product intangibility |
| | D) | product homogeneity |
| | E) | an inherent product characteristic |
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4 | |
The acronym L-O-C-A-T-E describes a method for: |
| | A) | assessing the importance of features, advantages, and benefits |
| | B) | determining when to use a trial close |
| | C) | determining how the individual customer perceives the sales presentation |
| | D) | deciding when to move to the next stage of the selling process |
| | E) | uncovering a customer's important buying needs |
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5 | |
The "E" in the acronym L-O-C-A-T-E stands for |
| | A) | encode the sales message |
| | B) | emphasize the product |
| | C) | empathize with the customer |
| | D) | earn the customer's respect |
| | E) | evaluate the sales presentation |
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6 | |
The trial close: |
| | A) | does not ask the customer to buy |
| | B) | does not require the customer to make any type of purchase decision |
| | C) | is a trial question to determine the customer's opinion toward the salesperson's proposition |
| | D) | has as its main purpose to produce buyer feedback |
| | E) | is accurately described by all of the above |
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7 | |
One way to remember to incorporate a trial close into your presentation is the SELL Sequence. The letters S E L L stands for the sequence of things you should do and say to stress the benefits that are important to the customer. The S in the SELL Sequence tells you to: |
| | A) | show the product features |
| | B) | select the right personality type |
| | C) | state all benefits before allowing customer to speak |
| | D) | show the product benefits before the product features |
| | E) | speak rapidly and authoritatively |
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8 | |
_____ is the process by which a person selects, organizes, and interprets information. |
| | A) | Behavior modification |
| | B) | Perception |
| | C) | Learning |
| | D) | Personality typing |
| | E) | Coping |
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9 | |
_____ occurs when a customer sees an ad for Vixen Hill gazebos but misses an ad for Hutchings garden benches that is on the same page and right next to the Vixen Hill ad. |
| | A) | Selective distortion |
| | B) | Selective retention |
| | C) | Perceptual attentiveness |
| | D) | Selective exposure |
| | E) | Perceptual adjustment |
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10 | |
According to the self-concept theory, the buyer possesses all of the images EXCEPT: |
| | A) | looking-glass self |
| | B) | self-image |
| | C) | learned self |
| | D) | ideal self |
| | E) | real self |
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11 | |
Carl Jung divided human awareness into four functions and argued that most people are most comfortable behaving in one of those groups. The four groups are: |
| | A) | thinker, intuitor, feeler, and senser |
| | B) | analyzer, mediator, loner, and empathe |
| | C) | analytical, procedural, bureaucratic, and sensitive |
| | D) | analytical, sensitive, intuitor, and compromiser |
| | E) | group-oriented, loner, supportive, and leader |
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12 | |
When Jason walked into the prospect's office, he took a few minutes to look around. He saw reference books on the desk, abstract art and bookcases behind and to the right of the desk, and an individual sitting behind the desk in a very wrinkled shirt. According to Jung's personality types, which personality type is Jason calling on? |
| | A) | group-oriented |
| | B) | thinker |
| | C) | analytical |
| | D) | intuitor |
| | E) | compromiser |
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13 | |
Which of the following products is most likely to be an example of routine decision making for a new mother who has been married less than eighteen months? |
| | A) | a loaf of bread |
| | B) | a birthday gift for her husband |
| | C) | an infant car seat |
| | D) | spousal life insurance policy |
| | E) | a pediatrician |
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14 | |
The first step in the buying decision typically involves: |
| | A) | information evaluation |
| | B) | purchase evaluation |
| | C) | information collection |
| | D) | the salesperson's preapproach |
| | E) | need arousal |
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15 | |
Purchase dissonance is also called: |
| | A) | buyer remorse |
| | B) | reciprocal dissatisfaction |
| | C) | a breach of warranty |
| | D) | seller misrepresentation |
| | E) | buyer-seller empathy |
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2002 McGraw-Hill Higher Education