Deck 5: Sales Knowledge: Customers, products, technologies

Question 1

Which of the following knowledge should a competent salesperson have about their company?

A) its production facilities
B) its service facilities
C) its policies and procedures
D) its growth and accomplishments
E) all of these answers are correct

Answer 1

E

Question 2

Tammy tells a potential customer that her product will last 2 years longer than a comparable product offered by a competitor.What is Tammy providing the potential customer?

A) a competitor analysis
B) a performance characteristic of a product
C) a characteristic of the product that is not special enough to be called a benefit
D) an intangible feature of the product
E) a physical characteristic of a product

Answer 2

B

Question 3

Which of the following pieces of information would be LEAST important for a salesperson to know about the product she sells?

A) how the product performs
B) how well the product is selling in the marketplace
C) specific features, advantages, and benefits of the product
D) physical size and characteristics of the product
E) how to make the product

Answer 3

E

Question 4

Which term best describes the descriptor "New"?

A) segmentation variable
B) need stimulator
C) advantage
D) feature
E) benefit

Question 5

Which of the following terms best describes the following: "This cellular phone has a 12 centimeter screen with a high resolution camera."

A) feature
B) segmentation basis
C) advantage
D) market need
E) benefit

Question 6

Which of the following is an example of a product feature?

A) "This monitor comes in 15-inch, 18-inch, and 22-inch sizes."
B) "More customers will be drawn into your restaurant if you advertise in our magazine."
C) "Chefs prefer our line of cookware 2 to 1 over competing brands."
D) "This automatic sprinkling system will save you three hours a week."
E) All of these choices are correct.

Question 7

A stockbroker tells a customer the following statement: "By investing in this stock,it will give you peace of mind." What term embodies this statement?

A) product benefit
B) segmentation variable
C) a hook
D) feature
E) market identifier

Question 8

What skill(s)does a salesperson need to have so as to be able to understand their customers' needs?

A) be an expert in their field
B) be able to explain all the features of a product
C) be able to ask probing questions
D) be able to project confidence
E) understand customers wants

Question 9

An experienced salesperson is trying to explain to a less experienced salesperson the notion of a benefit statement.Which of the following would NOT be used to describe a benefit statement?

A) saves the customer money
B) will improve profits
C) how the product is made
D) will give the customer peace of mind
E) will increase the top line

Question 10

"This shampoo contains no harsh chemicals." What term describes this statement?

A) market identifier
B) segmentation variable
C) advantage
D) benefit
E) feature

Question 11

A salesperson makes the following statement to a customer: "If you buy this product,you will save lots of money on maintenance." What is the salesperson doing by making this statement?

A) stressing a benefit
B) attempting a trial-close
C) stressing a needs-identification
D) attempting a soft-sale
E) using a hard-line technique

Question 12

Which of the following best describes a benefit?

A) a favourable result the buyer receives from use of the product
B) a performance characteristic of a product
C) a physical characteristic of a product
D) a way the product will work when used
E) none of these choices are correct

Question 13

"Our machine includes a one-year guarantee on parts and labour." What term describes this statement?

A) feature
B) segmentation variable
C) benefit
D) market variable
E) advantage

Question 14

Which of the following do NOT benefit when a salesperson develops greater selling knowledge?

A) the salesperson's competitors
B) the salesperson him/herself
C) the salesperson's company
D) the salesperson's customers
E) all of these answers are correct

Question 15

Sales training is a general term capturing the efforts of employers to enhance the skills of their sales force.According to the text,which of the following are topics NOT normally covered in this type of training?

A) how to increase sales
B) how to analyze sales data
C) how to enhance sales profitability
D) how to increase product knowledge
E) cultural sensitivity

Question 16

Which of the following statements about sales training is true?

A) Sales training ends when the salesperson actually begins the selling job.
B) Knowledge of selling is gained only through the company's formal training program.
C) Sales training ends when the salesperson has received the designation of "master sales representative."
D) Sales knowledge gained from sales training, benefits not only the salesperson and the company but also the customer.
E) Periodic sales training is intended to keep salespeople humble and aware of their short-comings.

Question 17

Which of the following would be the best descriptive of a product feature?

A) the tangible characteristics of a product
B) the intangible characteristics of a product
C) the price of a product
D) the price and quality of a product
E) any tangible or intangible characteristic of a product

Question 18

A salesperson makes the following statement: "This chicken is quick-frozen at 30 degrees below zero." Which term best describes the salesperson's statement?

A) benefit
B) market need
C) advantage
D) segmentation variable
E) feature

Question 19

"This Internet package will provide you with the ability to download files very fast." What term describes this statement best?

A) market identifier
B) segmentation basis
C) performance characteristics
D) product variable
E) benefit

Question 20

"We bake our bread daily with natural ingredients" states a clerk when the customer brings up the high price of a loaf of bread when compared to the store next door.In this exchange,what is the clerk referencing to justify the higher price?

A) market identifier
B) segmentation variable
C) feature
D) advantage
E) a neutral benefit

Question 21

The statement "By adding vegetables to your meal it will add variety to your meal planning," is an example of what kind of statement?

A) product feature
B) segmentation basis
C) benefit
D) achievement
E) advantage

Question 22

"As a professional I sell three things." Which of the following options best describes the three things referred to in this statement?

A) my FAB's, my enthusiasm, my company's reputation
B) my features, my advantages, my benefits
C) my personality, my products/services, my company
D) my products/services, my company, my knowledge
E) myself, my company, my products/services

Question 23

Joan sells a product that is extremely well priced,made with top notch materials by a company with an impeccable reputation.In order for Joan to close this deal,what does she have to sell?

A) the company
B) herself
C) the price
D) the quality of the product
E) all of these choices are correct

Question 24

In order for a salesperson to answer the question "What's in it for me?" (from the perspective of the customer),what must he or she be able to demonstrate to the client?

A) features of the product
B) segmentation variable
C) benefits of the product
D) advantages of the product
E) None of these

Question 25

Which of the following is correct when describing the meaning of the acronym FAB

A) the features and basic attributes
B) the features and basic benefits
C) the features, actual attributes, and benefits
D) the features, advantages, and benefits of a product
E) none of these choices are correct

Question 26

The text suggests a preferred order for a salesperson to present a product's features,advantages,and benefits.What is that preferred order?

A) Advantages first is the preferable method.
B) Benefits first is the preferable method.
C) Features first is the preferable method.
D) It is wise to vary the order of features, advantages, and benefits during your presentation.
E) The text does NOT express a preference about which should be first.

Question 27

In simple terms,what does the acronym USP mean to a potential buyer?

A) the price of the product for the buyer
B) the value the product will create for the buyer
C) the unique stocking practices of the buyer
D) the uniqueness of the sales professional
E) None of these choices are correct

Question 28

Scott's Hardware,a small town retailer,recently ran an advertisement in its local newspaper for Round-Up weed killer.Scott's identified in the ad that they were the only retailer in town that would deliver for free.What does their free delivery best illustrate?

A) A customer friendly business
B) Product bonus
C) Unique selling proposition
D) Unfair advantage
E) Poor business practice

Question 29

"This SUV gets 20% more kilometres to the litre than others with equal cargo space," is an example of what kind of statement?

A) benefit
B) segmentation variable
C) advantage
D) feature
E) market trait

Question 30

The statement "This light bulb lasts twice as long as competing brands," is an example of what kind of statement?

A) feature
B) advantage
C) segmentation variable
D) market trait
E) benefit

Question 31

A salesperson makes the following statement: "With its 25 percent market share,this is the best-selling laser printer on the market today."

A) advantage
B) segmentation variable
C) feature
D) market property
E) benefit

Question 32

"This machine will copy on both sides of the paper instead of only one," is an example of what kind of statement?

A) feature statement
B) economic need statement
C) market identifier statement
D) advantage statement
E) benefit statement

Question 33

In what order are the feature,advantage,and benefit presented in the following statement? "This television's solid-state design produces a more vivid picture that will make your television viewing more enjoyable."

A) feature, benefit, and advantage
B) advantage, feature, and benefit
C) feature, advantage, and benefit
D) advantage, benefit, and feature
E) benefit, advantage, and feature

Question 34

Which of the following would you Not include as a "sales trade promotion"?

A) special displays for a store
B) a manufacture offers to provide free samples of their product in a store
C) offering a reseller; "If you buy 10 we will give you the next 10 at half-price"
D) offering a reseller free delivery
E) offering a retail store free inventory or deep discounts

Question 35

When the plant manager reads The National Provisioner,a magazine for meat,poultry,and seafood processors,he often sees advertisements placed by companies that make meat processing equipment that he would like to have in operation at his plant.These ads are examples of what kind of advertising?

A) industrial
B) national
C) trade
D) retail
E) co-op

Question 36

Which of the following should NOT be categorized as consumer sales promotions?

A) e-coupons attached to an online marketing initiative
B) a snack food company offering free samples at a local grocery store
C) an appliance company demonstrating how to use their product at a store
D) company XYZ provides their resellers a 15% for orders placed this month
E) a local grocery store offers free pizza to any customer that purchases $100.00 of groceries this week

Question 37

Which of the following bits of information would be important for a salesperson to know about a channel member that sells the same products as the salesperson's employer?

A) the channel member's distribution policies
B) product lines and assortments carried
C) the channel member's pricing policies
D) past purchases of the salesperson's product
E) all of these answers are correct

Question 38

Why do companies develop USPs?

A) want to differentiate themselves from their competitors
B) want to reduce cognitive dissonance in their buyers
C) want to appear like they have the most uniform prices
D) want their salespeople to be easily identified
E) want to eliminate unnecessary sales professionals

Question 39

"This air conditioner has a high energy-efficiency rating that will save you 10percent on your energy costs and improve your bottom line because it uses less electricity." Which of the following represents the order of the features,advantages,and benefits as provided in the quote?

A) Benefit, feature, and advantage
B) Feature, advantage, and benefit
C) Feature, benefit, and advantage
D) Advantage, feature, and advantage
E) None of these choices are correct

Question 40

In what order are the feature,advantage,and benefit presented in the following statement? "The new iPhone has a 10 percent greater battery capacity than phones of similar weight and size and,it will save you at least $100 annually because it recharges quickly using less electricity."

A) advantage, feature, and benefit
B) feature, advantage, and benefit
C) advantage, benefit, and feature
D) feature, benefit, and advantage
E) benefit, advantage, and feature

Question 41

In 1980,Britnee kept her clients' names,titles,and phone numbers in a binder arranged alphabetically.In 2014,Britnee is likely to be using what kind of system to maintain this information?

A) a calendar management system
B) a contact management system
C) a geographic information system
D) a marketing information system
E) an automated sales plan system

Question 42

Which of the following statements about how computers impact the productivity of salespeople if true?

A) Computers are at the heart of salespeople's ability to provide top-quality customer service.
B) Computers are impacting salespeople in all aspects of their lives.
C) Power is what differentiates today's computers from tomorrow's.
D) Once companies used computers as a way to create a competitive advantage; today computers are required to stay competitive.
E) All of these choices are correct.

Question 43

Which of the following refers to the physical placement of the product within the retailer's store?

A) shelf positioning
B) store siting
C) product siting
D) shelf facing
E) shelf placement

Question 44

What is the purpose behind a manufacturer using premiums?

A) get prospects to request further information
B) boost the sales of slow products
C) get customers to come into the retail store
D) persuade prospects to sample the product
E) all of these choices are correct

Question 45

Which of the following is NOT an appropriate way for a salesperson to use his or her computer?

A) to help in territory management
B) to help develop more persuasive presentations
C) to monitor their accounts more efficiently
D) to provide games to play while they wait for prospects
E) to create a permanent lead file

Question 46

The usage of computers and mobile devices is becoming the norm in a "sales world." Which of the following is NOT an outcome associated with salespeople using computers?

A) sales presentation preparedness is easier
B) inventory control is better leveraged
C) distribution management is more efficient
D) sales manager monitoring is enhanced
E) guarantees increased sales

Question 47

Which of the following computer applications will most likely make it easier for a salesperson to manage his or her time efficiently?

A) email system
B) geographic information systems
C) contact management system
D) calendar management system
E) intranet management system

Question 48

Which of the following terms define the number of individual products placed beside each other on the retailer's shelf?

A) shelf facings
B) shelf factors
C) shelf feedback
D) shelf positions
E) shelf displays

Question 49

As a new salesperson,researching your own company is a critical activity you should undertake.That activity should NOT include which of the following?

A) company policies and procedures
B) company growth and accomplishment
C) service facilities
D) competitor's pricing schedule
E) production facilities

Question 50

The text offers several sources salespersons may use so as to be conversant with both their competition and the general state of the economy.Which of the following are potential sources referenced in the text?

A) trade publications
B) newspapers
C) the Internet
D) television and radio
E) all of these choices are correct

Question 51

The text offers a top ten list of how computers are leveraged by salespeople.Which of the following is NOT identified by the text as a top ten?

A) tracking customers' order patterns and profiles
B) tracking of ratios of calls to presentations and, presentations to sales
C) tracking potential clients
D) tracking of expenses
E) all of these choices are correct

Question 52

What does the acronym FAB stand for?

A) Free, Available, and Basic
B) Features, Attributes, and Benefits
C) Free, Attributes, and Believe
D) Features, Advantages, and Benefits
E) Features, Admirable, and Beneficial

Question 53

Adam is selling electric generators.He has just been asked,"How does your product compare to the competition?" What should Adam have done in preparing for this sales presentation?

A) practiced asking probing questions
B) examined the competition's ads
C) checked the ethics of asking such a question by reading his firm's code of ethics
D) practiced question-avoidance techniques
E) talked to former employees of his competitors

Question 54

Computer Are US decides to run a consumer sales promotion in one of their stores.Which of the following would NOT be an example of a consumer sales promotion available to Computer Are US?

A) free "how to use computers" in-store seminars
B) contests
C) displays
D) coupons
E) all of these choices are correct

Question 55

Which of the following are activities that computers can help salespeople become more effective at?

A) presentations
B) contact management
C) calendar management
D) customer information
E) all of these choices are correct

Question 56

According to the text,computers enhance a salesperson's communications with his customers and employees through the use of which of the following?

A) computer-based sales presentations
B) an electronic Rolodex
C) word processing and email
D) demographic information systems
E) all of these answers are correct

Question 57

Which of the following is NOT an example of a trade sales promotion?

A) free merchandise
B) displays
C) sales contests
D) coupons
E) special prices

Question 58

You have been asked to address a 1^st year university course focusing on professional sales.Your section of the lecture focuses on how modern salespeople should use their smart phones.Which of the following are likely to be included in your lecture notes to the students?

A) don't engage in cell yell
B) use a lock code on your phone
C) don't use your cell phone while driving
D) use text messaging to simplify your life
E) all of these choices are correct

Question 59

Part of Gillian's job as a sales representative for a major pet food manufacturer is to try to get retailers to use her company's POPs.What does the acronym POP stand for?

A) profitable operation predictor
B) soft drinks
C) point-of-purchase displays
D) pre-ordered purchasing
E) price on purchase bar-code scanners

Question 60

As a marketing manager,you are putting together a presentation to senior management to support funding of a new sales promotion.Which of the following objectives is likely NOT to be included in your presentation?

A) to help increase the excitement about a company's products
B) to give salespeople additional selling tools for their sales presentations
C) to build company recognition
D) to increase cognitive dissonance among consumers who have purchased the company's products
E) to increase cooperation from resellers

Question 61

Sales training is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related culture,skills,knowledge,and attitudes that result in improved performance in the selling environment.

Question 62

LinkedIn,Twitter,and Facebook can be used for which of the following?

A) wasting time
B) trade media
C) blogging tools
D) social networking
E) generating presentations

Question 63

Knowing your customers' needs is paramount to an effective salesperson-customer professional relationship.

Question 64

Salespeople need strength in the following four areas of selling; product know-how,sales techniques,customer service skills,and language skills.

Question 65

The most powerful selling technique used by salespeople today is to compare the features of your product(s)to your main competitor.

Question 66

You are about to start your sales presentation to a large group of potential customers when your cellular phone rings.You look at the screen and notice it is your sales manager.Of the following potential answers,which one best fits the spirit of the content captured in the text?

A) Let it ring until it goes into your voice mail system
B) Answer it and tell your manager you will call her later - do it quickly!
C) Answer it, after all, it is your boss
D) Your cell phone should not ring because you should have turned it off
E) Excuse yourself while you take the call outside

Question 67

Statements like "This product will make you money or save you money" are examples of advantages statements.

Question 68

Sales training is best attained via a formalized class setting.

Question 69

You should stress a product's benefits more than its features and advantages because the product's benefits are what the customer really wants to receive by buying.

Question 70

Salespeople do NOT need to know the background and present operating policies of their companies to do their job effectively.

Question 71

A product feature is any tangible or intangible characteristic of a product.

Question 72

Which of the following best describes the term reseller?

A) a store that is usually owned by a wholesaler
B) a store that targets primarily resellers in various lines of business
C) a Universal Service Provider also known as USP
D) a store with a unique selling position
E) a channel of distribution used by a manufacturer to move its products to the final consumer

Question 73

A product benefit answers which of the following questions?

A) Who's going to buy it?
B) Why am I buying it?
C) What's in it for me?
D) How much will a customer pay for it?
E) All of these choices are correct.

Question 74

The salesperson should answer the prospect's question of "What's in it for me?" with an answer that focuses on the product's performance characteristics.

Question 75

Which of the following can be used by salespeople to enhance their sales effectiveness?

A) GPS
B) PDA
C) Cell Phones
D) iPods
E) all of these choices are correct

Question 76

When a salesperson says,"This glue will form a stronger bond than any other glue on the market," he is stating a product benefit.

Question 77

According to the text,modern business cards need to have critical information.Which of the following is identified by the text as critical information that should be captured in your business card?

A) your name and title
B) company title and logo
C) Twitter account link
D) LinkedIn account link
E) all of these choices are correct

Question 78

"You can operate on a 24-hour cycle with our machines." This statement is an example of an advantage.

Question 79

Sales training is perhaps best described as a development process requiring both training and experience.

Question 80

Being able to view and manipulate customer and prospect information on an electronic map may require the use of which of the following?

A) geographic information system
B) geography textbook
C) geographic PDA
D) global satellite navigation system
E) topographical information system