PROFESSIONAL SELLING EXAM 1 QUESTIONS AND
ANSWERS
1) The decisions, activities and communication strategies that are directed toward trying
to create and maintain a firm's intended product concept in the customer's mind are
known as:
A) product life cycle
B) product positioning
C) value-added concept
D) potential product
E) marketing - Answers- B
2) The decisions and activities intended to create and maintain a certain concept of the
firm's product in the customer's mind are referred to as:
A) loyalty
B) brand
C) marketing
D) concept
E) positioning - Answers- E
3) A value proposition:
A) is the set of benefits and values the company promises to deliver to customers to
satisfy their needs
B) is a demand-based model
C) is best used when customers are ill-informed
D) is unrelated to the firm's positioning strategy
E) is derived from the costs of production - Answers- A
4) The positioning process:
A) must be continually modified to match customer wants and needs
B) is a value-added process conducted by the salesperson
C) means separating yourself from your competitors
D) is performed by the customer as part of the buying cycle
E) should be performed every five years - Answers- A
5) Your ability to separate yourself and your product from that of your competitors is
referred to as:
A) positioning
B) differentiation
C) value processing
D) product placement
E) marketing alliance - Answers- B
6) Creating a value proposition is a way of:
A) choosing prices for products
,B) scaling the prices to different markets
C) positioning your product
D) keeping your product on the same level as the other products in the market
E) choosing sales objectives - Answers- C
7) Customer satisfaction arises from:
A) a combination of the product, company and salesperson
B) the product itself
C) the company that makes or distributes the product
D) the salesperson who sells and services the product
E) the price of the product - Answers- A
8) Satisfactions can come from all of the following EXCEPT:
A) the product itself
B) the company that makes the product
C) the company that distributes the product
D) the customer who buys the product
E) the salesperson who sells the product - Answers- D
9) Becoming familiar with a customer's satisfactions is necessary for a salesperson to
move from:
A) transactional selling to product selling
B) solution selling to value-added selling
C) new buy selling to constructive selling
D) product selling to complimentary selling
E) product selling to solution selling - Answers- E
10) A good way to determine a customer's satisfactions is to:
A) ask the customer questions about their needs
B) find out what competitors are doing
C) buy a research database
D) run statistical modeling
E) conduct training sessions - Answers- A
11) What is a potential downfall of using too many technical terms during a sales
presentation?
A) The customer might catch the salesperson in a misstatement.
B) The customer might be too intimidated to purchase.
C) The customer might know more about the product than the salesperson does.
D) The customer might want a product with fewer capabilities.
E) The customer might ask questions the salesperson cannot answer. - Answers- B
12) In order to bring the Walker Hotel and Convention Center up to industry standards,
each guest room was redecorated with new wallpaper, drapes, carpeting, mattresses
and sofas. Mallanie Simms, sales manager for the Center, has recommended that guest
rooms be upgraded with the addition of wide desks, voice mail, fax machines and 24-
,hour room service. From the viewpoint of most business travelers, these changes would
result in the creation of a(n):
A) potential product
B) generic product
C) expected product
D) sales product
E) value-added product - Answers- E
13) Salespeople can analyze their competitors using a(n):
A) cost-benefit analysis worksheet
B) ROI calculator
C) competitive analysis worksheet
D) analysis regression
E) statistical model - Answers- C
14) The stages a product goes through from the time it is first introduced to the market
until it is
discontinued is called the:
A) natural evolution
B) amortization
C) position
D) product life cycle
E) specific feature - Answers- D
15) All of the following are factors that determine the stage in the life cycle a product is
in EXCEPT:
A) The product's perceived advantage over available substitutes
B) The product's benefits and the importance of the needs it fulfills
C) Competitive activity, including pricing, substitute product development and
improvement, and effectiveness of competing advertising and promotion
D) Changes in technology, fashion, or demographics
E) The length of time a product has been around - Answers- E
16) CRM systems can contain information from all of the following sources EXCEPT:
A) notes entered by customers
B) e-mails sent to and from the company
C) web sites
D) files of material in the system
E) call notes entered by salespeople - Answers- A
17) The goal of selling strategies for new and emerging products is to:
A) encourage current customers to rebuy
B) build desire for the product
C) create relationships
D) sell more units at a lower price
E) introduce the product gradually - Answers- B
, 18) The goal of selling strategies for mature and well-established products is to:
A) change buying habits
B) build desire for the product
C) create relationships
D) sell more units at a lower price
E) keep sales on an even level - Answers- C
19) Which of the following statements about pricing policies is FALSE?
A) Some companies maintain a pricing strategy that focuses on meeting competition.
B) Pricing strategies often reflect the product's position in the product life cycle.
C) The ability to offer the lowest price is usually the most critical factor in the sale of
products and services.
D) Price discounting is a competitive tool available to large numbers of salespeople.
E) Transactional sales usually rely primarily on price. - Answers- C
20) There are five service-quality dimensions. Three of them include:
A) durability, reliability and responsiveness
B) standardization, reliability and empathy
C) durability, reliability and empathy
D) reliability, responsiveness and empathy
E) reliability, service, and speed - Answers- D
21) Researchers at Texas A&M University have discovered five service-quality
dimensions. What are they?
A) responsiveness, reliability, empathy, tangibles and value
B) tangibles, value, reliability, continuity and assurance
C) reliability, responsiveness, value, assurance and continuity
D) empathy, assurance, responsiveness, reliability and tangibles
E) tangibles, reliability, value, empathy, and assurance - Answers- D
22) All of the following are price discounts that may be offered EXCEPT:
A) quantity discount
B) seasonal discount
C) promotional allowance
D) associate discount
E) trade or functional discounts - Answers- D
23) When is it NOT appropriate to use a low-price strategy?
A) when you have a transaction-focused buyer
B) when the buyer does not value quality
C) when the buyer is a high-involvement buyer
D) when the customer wants an "unbundled" product
E) when the buyer is a low-involvement buyer - Answers- C
24) Low-involvement buyers care mostly about:
ANSWERS
1) The decisions, activities and communication strategies that are directed toward trying
to create and maintain a firm's intended product concept in the customer's mind are
known as:
A) product life cycle
B) product positioning
C) value-added concept
D) potential product
E) marketing - Answers- B
2) The decisions and activities intended to create and maintain a certain concept of the
firm's product in the customer's mind are referred to as:
A) loyalty
B) brand
C) marketing
D) concept
E) positioning - Answers- E
3) A value proposition:
A) is the set of benefits and values the company promises to deliver to customers to
satisfy their needs
B) is a demand-based model
C) is best used when customers are ill-informed
D) is unrelated to the firm's positioning strategy
E) is derived from the costs of production - Answers- A
4) The positioning process:
A) must be continually modified to match customer wants and needs
B) is a value-added process conducted by the salesperson
C) means separating yourself from your competitors
D) is performed by the customer as part of the buying cycle
E) should be performed every five years - Answers- A
5) Your ability to separate yourself and your product from that of your competitors is
referred to as:
A) positioning
B) differentiation
C) value processing
D) product placement
E) marketing alliance - Answers- B
6) Creating a value proposition is a way of:
A) choosing prices for products
,B) scaling the prices to different markets
C) positioning your product
D) keeping your product on the same level as the other products in the market
E) choosing sales objectives - Answers- C
7) Customer satisfaction arises from:
A) a combination of the product, company and salesperson
B) the product itself
C) the company that makes or distributes the product
D) the salesperson who sells and services the product
E) the price of the product - Answers- A
8) Satisfactions can come from all of the following EXCEPT:
A) the product itself
B) the company that makes the product
C) the company that distributes the product
D) the customer who buys the product
E) the salesperson who sells the product - Answers- D
9) Becoming familiar with a customer's satisfactions is necessary for a salesperson to
move from:
A) transactional selling to product selling
B) solution selling to value-added selling
C) new buy selling to constructive selling
D) product selling to complimentary selling
E) product selling to solution selling - Answers- E
10) A good way to determine a customer's satisfactions is to:
A) ask the customer questions about their needs
B) find out what competitors are doing
C) buy a research database
D) run statistical modeling
E) conduct training sessions - Answers- A
11) What is a potential downfall of using too many technical terms during a sales
presentation?
A) The customer might catch the salesperson in a misstatement.
B) The customer might be too intimidated to purchase.
C) The customer might know more about the product than the salesperson does.
D) The customer might want a product with fewer capabilities.
E) The customer might ask questions the salesperson cannot answer. - Answers- B
12) In order to bring the Walker Hotel and Convention Center up to industry standards,
each guest room was redecorated with new wallpaper, drapes, carpeting, mattresses
and sofas. Mallanie Simms, sales manager for the Center, has recommended that guest
rooms be upgraded with the addition of wide desks, voice mail, fax machines and 24-
,hour room service. From the viewpoint of most business travelers, these changes would
result in the creation of a(n):
A) potential product
B) generic product
C) expected product
D) sales product
E) value-added product - Answers- E
13) Salespeople can analyze their competitors using a(n):
A) cost-benefit analysis worksheet
B) ROI calculator
C) competitive analysis worksheet
D) analysis regression
E) statistical model - Answers- C
14) The stages a product goes through from the time it is first introduced to the market
until it is
discontinued is called the:
A) natural evolution
B) amortization
C) position
D) product life cycle
E) specific feature - Answers- D
15) All of the following are factors that determine the stage in the life cycle a product is
in EXCEPT:
A) The product's perceived advantage over available substitutes
B) The product's benefits and the importance of the needs it fulfills
C) Competitive activity, including pricing, substitute product development and
improvement, and effectiveness of competing advertising and promotion
D) Changes in technology, fashion, or demographics
E) The length of time a product has been around - Answers- E
16) CRM systems can contain information from all of the following sources EXCEPT:
A) notes entered by customers
B) e-mails sent to and from the company
C) web sites
D) files of material in the system
E) call notes entered by salespeople - Answers- A
17) The goal of selling strategies for new and emerging products is to:
A) encourage current customers to rebuy
B) build desire for the product
C) create relationships
D) sell more units at a lower price
E) introduce the product gradually - Answers- B
, 18) The goal of selling strategies for mature and well-established products is to:
A) change buying habits
B) build desire for the product
C) create relationships
D) sell more units at a lower price
E) keep sales on an even level - Answers- C
19) Which of the following statements about pricing policies is FALSE?
A) Some companies maintain a pricing strategy that focuses on meeting competition.
B) Pricing strategies often reflect the product's position in the product life cycle.
C) The ability to offer the lowest price is usually the most critical factor in the sale of
products and services.
D) Price discounting is a competitive tool available to large numbers of salespeople.
E) Transactional sales usually rely primarily on price. - Answers- C
20) There are five service-quality dimensions. Three of them include:
A) durability, reliability and responsiveness
B) standardization, reliability and empathy
C) durability, reliability and empathy
D) reliability, responsiveness and empathy
E) reliability, service, and speed - Answers- D
21) Researchers at Texas A&M University have discovered five service-quality
dimensions. What are they?
A) responsiveness, reliability, empathy, tangibles and value
B) tangibles, value, reliability, continuity and assurance
C) reliability, responsiveness, value, assurance and continuity
D) empathy, assurance, responsiveness, reliability and tangibles
E) tangibles, reliability, value, empathy, and assurance - Answers- D
22) All of the following are price discounts that may be offered EXCEPT:
A) quantity discount
B) seasonal discount
C) promotional allowance
D) associate discount
E) trade or functional discounts - Answers- D
23) When is it NOT appropriate to use a low-price strategy?
A) when you have a transaction-focused buyer
B) when the buyer does not value quality
C) when the buyer is a high-involvement buyer
D) when the customer wants an "unbundled" product
E) when the buyer is a low-involvement buyer - Answers- C
24) Low-involvement buyers care mostly about:
