Question 1

Needs and wants are the motivational forces behind human behavior.

Accepted Answer

A) True 
 B)False

Question 2

Claudia recently purchased a Toyota Camry and is concerned that she may have overpaid for the car.Claudia is experiencing emotional dissonance.

Accepted Answer

A) True 
 B)False

Question 3

Routine decision making is most likely involved when an individual purchases a _____.

Accepted Answer

A)  Gibson guitar 
B)  Honda sedan 
C)  Canon printer 
D)  People magazine 
E)  Golden Retriever puppy 
A)  Gibson guitar 
B)  Honda sedan 
C)  Canon printer 
D)  People magazine 
E)  Golden Retriever puppy

Question 4

It is easier to sell to a stranger than to an existing customer,because former customers are high maintenance.

Accepted Answer

A) True 
 B)False

Question 5

At the unconscious need level,people do not know why they buy a product-only that they do buy.

Accepted Answer

A) True 
 B)False

Question 6

The owner of a catering company recently bought a new heavy-duty electric mixer.She had high expectations for the new mixer and paid "top dollar" to get the accessories on her mixer that she considered important.After owning the machine for two weeks,the caterer feels she has received even more benefits from the purchase of this mixer than she expected.Because of this result,the product can be said to have caused:

Accepted Answer

A)  prepurchase behavior. 
B)  purchase satisfaction. 
C)  service dissatisfaction. 
D)  purchase dissonance. 
E)  prepurchase evaluation. 
A)  prepurchase behavior. 
B)  purchase satisfaction. 
C)  service dissatisfaction. 
D)  purchase dissonance. 
E)  prepurchase evaluation.

Question 7

Stage Technologies
 Stage Technologies is a London-based company that supplies engineering solutions for the entertainment industry. It has helped the boy-band Westlife make a flying entrance onto stage and provided stage-rigging packages for the Princess cruise line. The company was established in 1994 after a couple of production designers decided that the automation of theater productions could be done more safely and more efficiently by using modular production rather than the old "build-as-needed" formula. The company installs wenches, stage lifts, and other equipment commonly used in stage productions. The equipment is designed so it can be operated from a single console without heavy lifting. Both opera companies and theaters see the benefit of such a system, but many are reluctant to buy because of perceived costs. 
Joseph Harris is the company's best salesperson. Harris is making a sales call on the manager of a theater that is planning to perform three plays this season that include complicated lifting, flying, and a working trapdoor. The manager is aware of the time, labor, and monetary costs involved in staging these productions and wishes there was an easier way to produce the three plays. 
-Harris should most likely use the acronym L-O-C-A-T-E to:

Accepted Answer

A)  explain the physical characteristics of the product. 
B)  determine the manager's personality type. 
C)  uncover the important needs of the manager. 
D)  create a bond between himself and the manager. 
E)  deal with the manager's price objections. 
A)  explain the physical characteristics of the product. 
B)  determine the manager's personality type. 
C)  uncover the important needs of the manager. 
D)  create a bond between himself and the manager. 
E)  deal with the manager's price objections.

Question 8

The stimulus-response model of buyer behavior assumes a prospect will respond in some unpredictable manner to a sales presentation.

Accepted Answer

A) True 
 B)False

Question 9

According to the SELL sequence,the first thing you should do in your sales presentation is to explain the advantages of your product.

Accepted Answer

A) True 
 B)False

Question 10

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,which will make your television viewing more enjoyable."

Accepted Answer

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 
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 11

The _____ checks the pulse or attitude of your prospect toward the sales presentation.

Accepted Answer

A)  FAB demonstration 
B)  response to the stimulus 
C)  trial close 
D)  post-approach 
E)  black box 
A)  FAB demonstration 
B)  response to the stimulus 
C)  trial close 
D)  post-approach 
E)  black box

Question 12

Which of the following is a false assumption made by many salespeople?

Accepted Answer

A)  Benefits are very important to buyers. 
B)  Price is the only factor in a buying decision. 
C)  Psychological factors influence buying decisions. 
D)  Wants and needs motivate buying decisions. 
E)  Unimportant benefits should be deemphasized. 
A)  Benefits are very important to buyers. 
B)  Price is the only factor in a buying decision. 
C)  Psychological factors influence buying decisions. 
D)  Wants and needs motivate buying decisions. 
E)  Unimportant benefits should be deemphasized.

Question 13

Technology helps salespeople to:

Accepted Answer

A)  rely on fewer environmental signals. 
B)  identify customer personality styles. 
C)  implement frequent trial closes. 
D)  view customers as decision makers. 
E)  serve customers faster and better. 
A)  rely on fewer environmental signals. 
B)  identify customer personality styles. 
C)  implement frequent trial closes. 
D)  view customers as decision makers. 
E)  serve customers faster and better.

Question 14

Which of the following is most likely a want rather than a need?

Accepted Answer

A)  shelter 
B)  water 
C)  clothing 
D)  spaghetti 
E)  transportation 
A)  shelter 
B)  water 
C)  clothing 
D)  spaghetti 
E)  transportation

Question 15

The black box is most closely associated with:

Accepted Answer

A)  the stimulus-response model. 
B)  empathetic dispersion. 
C)  product adoption. 
D)  the SELL sequence. 
E)  benefit selling. 
A)  the stimulus-response model. 
B)  empathetic dispersion. 
C)  product adoption. 
D)  the SELL sequence. 
E)  benefit selling.

Question 16

What are the three types of buying situations? Describe each.

Accepted Answer

Purchase decisions can usually be classi

Question 17

Christine has just answered a prospect's question about some negative publicity her product received.To find out if her prospect has any more objections with which she should deal,Christine should:

Accepted Answer

A)  hand her catalog to the prospect. 
B)  use the questions approach. 
C)  begin her demonstration. 
D)  implement a trial close. 
E)  lead into a benefit. 
A)  hand her catalog to the prospect. 
B)  use the questions approach. 
C)  begin her demonstration. 
D)  implement a trial close. 
E)  lead into a benefit.

Question 18

In a limited decision making situation,buyers are already in the habit of buying a specific product or brand.

Accepted Answer

A) True 
 B)False

Question 19

During the _____ stage of the buying process,the individual often experiences the need for safety,self-actualization,or ego fulfillment.

Accepted Answer

A)  need arousal 
B)  collection of information 
C)  information evaluation 
D)  purchase evaluation 
E)  alternative selection 
A)  need arousal 
B)  collection of information 
C)  information evaluation 
D)  purchase evaluation 
E)  alternative selection

Question 20

A newly hired salesperson has been told to use the SELL Sequence.What does this mean she should do?

Accepted Answer

One way to remember to incorporate a tri

Needs and wants are the motivational forces behind human behavior.

Claudia recently purchased a Toyota Camry and is concerned that she may have overpaid for the car.Claudia is experiencing emotional dissonance.

Routine decision making is most likely involved when an individual purchases a _____.

It is easier to sell to a stranger than to an existing customer,because former customers are high maintenance.

At the unconscious need level,people do not know why they buy a product-only that they do buy.

The stimulus-response model of buyer behavior assumes a prospect will respond in some unpredictable manner to a sales presentation.

According to the SELL sequence,the first thing you should do in your sales presentation is to explain the advantages of your product.

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,which will make your television viewing more enjoyable."

The _____ checks the pulse or attitude of your prospect toward the sales presentation.

Which of the following is a false assumption made by many salespeople?

Technology helps salespeople to:

Which of the following is most likely a want rather than a need?

The black box is most closely associated with:

What are the three types of buying situations? Describe each.

Christine has just answered a prospect's question about some negative publicity her product received.To find out if her prospect has any more objections with which she should deal,Christine should:

In a limited decision making situation,buyers are already in the habit of buying a specific product or brand.

During the _____ stage of the buying process,the individual often experiences the need for safety,self-actualization,or ego fulfillment.

A newly hired salesperson has been told to use the SELL Sequence.What does this mean she should do?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters

Exam 4: The Psychology of Selling: Why People Buy

Needs and wants are the motivational forces behind human behavior.

Claudia recently purchased a Toyota Camry and is concerned that she may have overpaid for the car.Claudia is experiencing emotional dissonance.

Routine decision making is most likely involved when an individual purchases a _____.

It is easier to sell to a stranger than to an existing customer,because former customers are high maintenance.

At the unconscious need level,people do not know why they buy a product-only that they do buy.

The stimulus-response model of buyer behavior assumes a prospect will respond in some unpredictable manner to a sales presentation.

According to the SELL sequence,the first thing you should do in your sales presentation is to explain the advantages of your product.

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,which will make your television viewing more enjoyable."

The _____ checks the pulse or attitude of your prospect toward the sales presentation.

Which of the following is a false assumption made by many salespeople?

Technology helps salespeople to:

Which of the following is most likely a want rather than a need?

The black box is most closely associated with:

What are the three types of buying situations? Describe each.

Christine has just answered a prospect's question about some negative publicity her product received.To find out if her prospect has any more objections with which she should deal,Christine should:

In a limited decision making situation,buyers are already in the habit of buying a specific product or brand.

During the _____ stage of the buying process,the individual often experiences the need for safety,self-actualization,or ego fulfillment.

A newly hired salesperson has been told to use the SELL Sequence.What does this mean she should do?

The Life, Times, and Career of the Professional Salesperson

Relationship Marketing: Where Personal Selling Fits

Ethics First Then Customer Relationships

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, technologies

Prospecting the Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Welcome Your Prospects Objections

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Planning, Staffing, and Training Successful Salespeople

Motivation, Compensation, Leadership, and Evaluation of Salespeople

Filters