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Basic Selling Skills MCQ

1. The more a salesperson knows about a prospect, the better chance a salesperson has to __________.

Make a sale

2. An analogy is a special form of _____.

Anecdote

Comparison

Analysis

Proof provider

Example

Answer

Correct Answer: Comparison

Note: This Question is unanswered, help us to find answer for this one

3.
Which of the following statements is/are true?
i)An effective salesman needs to consider the customer’s self-esteem as well as the value of the product.
ii)An effective salesman should create demand in the mind of the customer rather than just respond to it.

Both (i) and (ii) are true

Only (i) is true

Only (ii) is true

Neither is true

Answer

Correct Answer: Both (i) and (ii) are true

Note: This Question is unanswered, help us to find answer for this one

4.
Which of the following statements is/are true?
i)With ‘Consultative selling’ the emphasis is on offering tailored solutions.
ii)’Consultative selling’ works best with low-cost high-volume products.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true

Answer

Correct Answer: Only (i) is true.

Note: This Question is unanswered, help us to find answer for this one

5.
Which of the following statements is/are true?
i)Premium-rate helplines can be used to reduce a company’s cost of customer service provision.
ii)Customer service applies only up to the point at which the sale is made.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true

Answer

Correct Answer: Only (i) is true.

Note: This Question is unanswered, help us to find answer for this one

6.
Which of the following might cause a member of the sales staff’s performance to be lower than his/her colleagues?
i)Lack of training.
ii)Less experience.
iii)Personal problems

i and ii only

i and iii only

ii and iii only

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

7.
Which of the following would be important to a company that relies heavily on repeat business?
i)Quality control of products
ii)A narrow range of products
iii)Effective after-sales service

i and ii only

i and iii only

ii and iii only

All of the above

Answer

Correct Answer: i and iii only

Note: This Question is unanswered, help us to find answer for this one

8. Which of the following is NOT an effective approach in dealing with an angry customer?

Staying calm.

Repeating advice.

Raising voice.

Suggesting the customer to speak with the manager.

Answer

Correct Answer: Raising voice.

Note: This Question is unanswered, help us to find answer for this one

9. Which of the following is NOT a direct benefit of an effective customer service?

Increased customer loyalty

Improved word-of-mouth advertising

More useful feedback from customers

Fewer product defects

Answer

Correct Answer: Fewer product defects

Note: This Question is unanswered, help us to find answer for this one

10. The sales tactic of offering upgrades or add-ons in order to make the transaction more profitable is known as:

Diversification

Sales expansion

Customer service

Up-selling

Answer

Correct Answer: Up-selling

Note: This Question is unanswered, help us to find answer for this one

11.
If a customer is unsure about whether to go ahead with a purchase, which of the following might a salesperson use to attempt to close the deal?
i)Emphasize the value of the product.
ii)Apply emotional pressure on the customer.
iii)Offer an improved price that is valid for a limited period only.

i and ii only

i and iii only

ii and iii only

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

12. To which of the following does the expression "bait and switch" refer?

Where customers bid competitively for an item.

Where a product is apparently offered at a low price, but customers are actually offered an alternative product.

Where customers are delivered a different product from what they ordered at the same price.

Where customers have to purchase a second product in order to get the one they want.

Answer

Correct Answer: Where a product is apparently offered at a low price, but customers are actually offered an alternative product.

Note: This Question is unanswered, help us to find answer for this one

13.
Which of the following consequences is/are associated with an aggressive, oppositional negotiating technique?
i)A lower profit margin.
ii)Reduced repeat business.
iii)The sale of a product that matches the customer’s requirements.

None of the above

i only

ii only

iii only

Answer

Correct Answer: ii only

Note: This Question is unanswered, help us to find answer for this one

14. When is an invoice sent to a customer?

When confirming an order that has just been made.

When payment is due for an item.

When the ordered item arrives.

When a replacement is provided for a faulty item.

Answer

Correct Answer: When payment is due for an item.

Note: This Question is unanswered, help us to find answer for this one

15. Which of the following lists the stages in the Product Life Cycle in the correct order?

Introduction stage, Market decline stage, Market maturity stage, Market growth stage

Market growth stage, Market maturity stage, Introduction stage, Market decline stage

Introduction stage, Market growth stage, Market maturity stage, Market decline stage

Market decline stage, Introduction stage, Market growth stage, Market maturity stage

Answer

Correct Answer: Introduction stage, Market growth stage, Market maturity stage, Market decline stage

Note: This Question is unanswered, help us to find answer for this one

16. Which of the following terms denotes the task of deciding which customers will get scarce products where demand outstrips supply?

Allocating

Delivering

Targeting

Distributing

Answer

Correct Answer: Allocating

Note: This Question is unanswered, help us to find answer for this one

17. Which of the following is NOT typically a reason for outsourcing sales?

Access to additional markets

Expertise of dedicated sales organization

Being cheaper than creating or expanding an in-house sales team

Enhanced knowledge of the product

Answer

Correct Answer: Enhanced knowledge of the product

Note: This Question is unanswered, help us to find answer for this one

18. Where a product is strongly "differentiated", the seller:

should offer discounts to encourage sales.

must seek as broad a market as possible.

should only sell to customers purchasing large volumes.

can demand a premium price.

Answer

Correct Answer: can demand a premium price.

Note: This Question is unanswered, help us to find answer for this one

19. Which of the following would NOT be an appropriate response to the introduction of a similar product to the market by a rival company?

Reduce the product’s price.

Request more investment in marketing the product.

Request an increase in the volume of production.

Ask sales staff to emphasize the product’s advantages over its rival.

Answer

Correct Answer: Request an increase in the volume of production.

Note: This Question is unanswered, help us to find answer for this one

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

Offering economies of scale

Happy hour

Buy one get one free

Free gift

Answer

Correct Answer: Offering economies of scale

Note: This Question is unanswered, help us to find answer for this one

21.
Which of the following is/are a/the source/s of management information for a retailer?
i)Data recorded by cash tills
ii)Purchases made using loyalty cards
iii)Customer surveys

i and ii only

i and iii only

ii and iii only

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

22. Which of the following is NOT an element of the "promotional mix"?

Advertising

Product specification

Publicity

Personal selling

Answer

Correct Answer: Product specification

Note: This Question is unanswered, help us to find answer for this one

23. Which of the following is NOT a valid reason for a firm to implement a price reduction?

Drive to dominate the market through lower costs

Distinct market segments

Declining market share

Excess plant capacity

Answer

Correct Answer: Distinct market segments

Note: This Question is unanswered, help us to find answer for this one

24. If a member of a sales team is underperforming, what should the manager’s first step be?

Ask the person concerned whether there are any specific causes of this.

Request that other team members increase productivity to compensate.

Warn him/her about future performance.

Implement performance-management procedures.

Answer

Correct Answer: Ask the person concerned whether there are any specific causes of this.

Note: This Question is unanswered, help us to find answer for this one

25. Shopping has become a popular recreational activity. Which of the following facilities often provided in shopping malls does NOT reflect this?

Cinemas

Food outlets

Bowling alleys

Banks

Answer

Correct Answer: Banks

Note: This Question is unanswered, help us to find answer for this one

26. In a "perfect" market, the selling price for a product would:

match total production costs.

be below the cost of producing the item.

exceed production costs by 10%.

increase exactly in line with inflation.

Answer

Correct Answer: match total production costs.

Note: This Question is unanswered, help us to find answer for this one

27.
Which of the following statements is/are true?
i)A sales quote commits the supplier to a fixed price.
ii)Sales quotes are unusual in situations where the total price is difficult to predict.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true.

Answer

Correct Answer: Neither is true.

Note: This Question is unanswered, help us to find answer for this one

28. Which of the following sales administration procedures relates to a customer purchasing an expensive item by credit card?

Credit clearance

Order processing

Security

Customer accounts

Answer

Correct Answer: Credit clearance

Note: This Question is unanswered, help us to find answer for this one

29. Which of the following is NOT a source of customer feedback on a product or service?

Surveys

Focus groups

Newspaper reviews

After-sales contact

Answer

Correct Answer: Newspaper reviews

Note: This Question is unanswered, help us to find answer for this one

30.
Which of the following statements is/are true?
i)Negotiations are invariably a zero-sum game.
ii)Developing a rapport is detrimental to negotiations.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true.

Answer

Correct Answer: Neither is true.

Note: This Question is unanswered, help us to find answer for this one

31. Which of the following items would be less suitable for sale directly over the Internet?

Mobile phones

Cars

Flights

Books

Answer

Correct Answer: Cars

Note: This Question is unanswered, help us to find answer for this one

32. Which of the following does not feature in Bruce Henderson’s ‘BCG Matrix’?

Question marks

Dying swans

Dogs

Cash cows

Stars

Answer

Correct Answer: Dying swans

Note: This Question is unanswered, help us to find answer for this one

33. Total "sales variance" is determined by adding sales variance and sales _ variance.

volume ,type.

type , price.

price , volume.

factor , type.

Answer

Correct Answer: price , volume.

Note: This Question is unanswered, help us to find answer for this one

34. Which of the following is NOT a key aspect of a sales manager’s role?

Staff management

Product design

Performance monitoring

Sales planning

Answer

Correct Answer: Product design

Note: This Question is unanswered, help us to find answer for this one

35. In which of the following situations would the price for a product be expected to fall?

Where the supply exceeds the demand.

Where the supply and the demand are matched.

Where the demand exceeds the supply.

Where the supply is decreasing.

Answer

Correct Answer: Where the supply exceeds the demand.

Note: This Question is unanswered, help us to find answer for this one

36.
Which of the following statements is/are true?
i)All customers should be given the same level of customer service for a given product.
ii)Customer service is cost-neutral.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true.

Answer

Correct Answer: Neither is true.

Note: This Question is unanswered, help us to find answer for this one

37. Which of the following is NOT a benefit of selling over the Internet?

Reduced requirement for retail space.

Higher price paid by consumer.

Lower staff overheads.

Access to a larger market.

Answer

Correct Answer: Higher price paid by consumer.

Note: This Question is unanswered, help us to find answer for this one

38.
Put the following stages of a negotiation into a chronological order:
i)Closing and commitment
ii)Preparation
iii)Bargaining
iv)Information exchange

i, iii, ii, iv

iii, iv, ii, i

iv, ii, i, iii

ii, iv, iii, i

Answer

Correct Answer: ii, iv, iii, i

Note: This Question is unanswered, help us to find answer for this one

39. Some transactions, especially property-related ones, are brokered by a ‘disclosed dual agent’. Which of the following best characterizes this role?

An agent who is officially registered with the relevant watchdog for the sector.

An agent who acts on behalf of both parties.

An agent who brokers multi-national transactions.

An agent who manages the transaction anonymously, so neither party knows the others identity.

Answer

Correct Answer: An agent who acts on behalf of both parties.

Note: This Question is unanswered, help us to find answer for this one

40. Retailers often used automated ‘stock-management’ systems to:

ensure stock is replenished when required by monitoring sales information.

organise where goods will be stored in a warehouse.

monitor whether perishable goods are still in saleable condition.

ensure the amount of a product being stored is maximized.

Answer

Correct Answer: ensure stock is replenished when required by monitoring sales information.

Note: This Question is unanswered, help us to find answer for this one

41. Which of the following is characteristic of a monopolistic market?

A high degree of competition between suppliers.

Low profit margins.

Customers are able to influence suppliers strongly.

There may be a high degree of government regulation.

Answer

Correct Answer: There may be a high degree of government regulation.

Note: This Question is unanswered, help us to find answer for this one

42.
Which of these statements is/are true?
i)Loyalty cards cannot be used to target certain products at particular customers.
ii)Seasonal variations should not be factored into predictions of sales volume.

Both (i) and (ii) are true

Only (i) is true

Only (ii) is true

Neither is true

Answer

Correct Answer: Neither is true

Note: This Question is unanswered, help us to find answer for this one

43. The acronym ‘AIDA’ refers to the stages of persuading a customer to purchase a product. Which of the following words is not a part of AIDA?

Attention

Interest

Detail

Action

Answer

Correct Answer: Detail

Note: This Question is unanswered, help us to find answer for this one

44. Which of the following characterizes a cold-calling approach to sales?

A low number of approaches with a low hit-rate.

A low number of approaches with a high hit-rate.

A high number of approaches with a low hit-rate.

A high number of approaches with a high hit-rate.

Answer

Correct Answer: A high number of approaches with a low hit-rate.

Note: This Question is unanswered, help us to find answer for this one

45. Which of the following is NOT a reason for this approach?

It enables them to maximize profits from late-booking customers, as these will typically have less flexibility over dates.

It encourages passengers to book early thus enabling the companies to predict numbers.

It maximizes profits from early-booking customers.

It enables them to advertise attractively low prices while many customers are paying substantially more.

Answer

Correct Answer: It maximizes profits from early-booking customers.

Note: This Question is unanswered, help us to find answer for this one

46. What is meant by the term ‘Customer Value Proposition’?

An impromptu discount made by a salesperson to clinch a sale.

The sum total of benefits which the customer will receive in return for his purchase.

Where the customer is asked to name their desired price for a product.

The long-term benefit to the organisation of retaining that customer.

Answer

Correct Answer: The sum total of benefits which the customer will receive in return for his purchase.

Note: This Question is unanswered, help us to find answer for this one

47.
Which of the following is NOT a method of sales forecasting?

Market survey method

Statistical methods

Determination of sales territories

Sales force composite method

Answer

Correct Answer: Determination of sales territories

Note: This Question is unanswered, help us to find answer for this one

48.
Which of following statements is/are true?
i)’Cross-selling’ refers to a customer-supplier relationship that covers multiple products.
ii)’Cross-selling’ tends to reduce the customer’s administrative overheads.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true.

Answer

Correct Answer: Both (i) and (ii) are true.

Note: This Question is unanswered, help us to find answer for this one

49.
Which of the following statements is/are true?
i)Offering financial rewards for strong performance is the best way to motivate staff.
ii)Hygiene factors, such as the perception of job security, are not important in getting the job done.

Both (i) and (ii) are true.

Only (i) is true.

Only (ii) is true.

Neither is true.

Answer

Correct Answer: Neither is true.

Note: This Question is unanswered, help us to find answer for this one

50. The term ‘Sales Intelligence’ (SI) refers to:

monitoring the abilities of the sales team.

customers’ ability to identify bargains.

performance data about sales.

choosing the best moment at which to discount products.

Answer

Correct Answer: performance data about sales.

Note: This Question is unanswered, help us to find answer for this one

51.
Which of the following statements is/are true?
i)The demographics of the target market should not affect a company’s decision about whether to adopt an ‘Internet-only’ sales approach.
ii)Customer perception of the security of internet-based transactions does not affect sales volumes.

Both (i) and (ii)

Only (i)

Only (ii)

Neither is true.

Answer

Correct Answer: Neither is true.

Note: This Question is unanswered, help us to find answer for this one

52. The term ‘positive elasticity of demand’ relates to goods:

for which sales volume is highly-sensitive to marketing activities.

for which sales are strongly affected by price changes.

which attract a premium due to perceived environmental friendliness.

for which a higher price can increase demand.

Answer

Correct Answer: for which a higher price can increase demand.

Note: This Question is unanswered, help us to find answer for this one

53. Which of these is NOT a reason to sell via wholesalers?

The manufacturer does not have to store unsold stock.

Transport costs for the manufacturer are reduced.

Wholesalers have greater sales expertise.

Higher prices can be charged than if selling directly to consumers.

Answer

Correct Answer: Higher prices can be charged than if selling directly to consumers.

Note: This Question is unanswered, help us to find answer for this one

54. The term ‘marginal cost’ refers to additional _________________ costs.

average total

indirect

social

fixed

variable

Answer

Correct Answer: variable

Note: This Question is unanswered, help us to find answer for this one

55. The term ‘Dutch auction’ is best defined as:

where bidders provide sealed bids.

where the asking price descends until a bidder accepts it.

where bidders participate remotely by telephone.

where bidders must bid for a package of lots.

Answer

Correct Answer: where the asking price descends until a bidder accepts it.

Note: This Question is unanswered, help us to find answer for this one

56. Which of the following is NOT a direct benefit of introducing a loyalty card scheme?

More detailed information about customer purchases.

Increased probability of repeat business.

Targeted discounts may increase sales.

Reduced administrative overhead.

Answer

Correct Answer: Reduced administrative overhead.

Note: This Question is unanswered, help us to find answer for this one

57. The art of creating and developing the image of a product is known as:

Brand management

Product design

Product management

Brand design

Answer

Correct Answer: Brand management

Note: This Question is unanswered, help us to find answer for this one

58. Which of the following sales methods would be best suited to the customers who were unable to visit shops and wanted a broad range of products?

Catalogue

Wholesale

Retail

Door-to-door

Answer

Correct Answer: Catalogue

Note: This Question is unanswered, help us to find answer for this one

59. Exploiting data on items examined or purchased by a customer to advertise further products to them is known as:

Customer profiling

Customer imaging

Customer identification

Customer targeting

Answer

Correct Answer: Customer profiling

Note: This Question is unanswered, help us to find answer for this one

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Basic Selling Skills MCQ

1. The more a salesperson knows about a prospect, the better chance a salesperson has to __________.

2. An analogy is a special form of _____.

3. Which of the following statements is/are true?i)An effective salesman needs to consider the customer’s self-esteem as well as the value of the product.ii)An effective salesman should create demand in the mind of the customer rather than just respond to it.

4. Which of the following statements is/are true?i)With ‘Consultative selling’ the emphasis is on offering tailored solutions.ii)’Consultative selling’ works best with low-cost high-volume products.

5. Which of the following statements is/are true?i)Premium-rate helplines can be used to reduce a company’s cost of customer service provision.ii)Customer service applies only up to the point at which the sale is made.

6. Which of the following might cause a member of the sales staff’s performance to be lower than his/her colleagues?i)Lack of training.ii)Less experience.iii)Personal problems

7. Which of the following would be important to a company that relies heavily on repeat business?i)Quality control of productsii)A narrow range of productsiii)Effective after-sales service

8. Which of the following is NOT an effective approach in dealing with an angry customer?

9. Which of the following is NOT a direct benefit of an effective customer service?

10. The sales tactic of offering upgrades or add-ons in order to make the transaction more profitable is known as:

11. If a customer is unsure about whether to go ahead with a purchase, which of the following might a salesperson use to attempt to close the deal? i)Emphasize the value of the product.ii)Apply emotional pressure on the customer.iii)Offer an improved price that is valid for a limited period only.

12. To which of the following does the expression "bait and switch" refer?

13. Which of the following consequences is/are associated with an aggressive, oppositional negotiating technique?i)A lower profit margin.ii)Reduced repeat business.iii)The sale of a product that matches the customer’s requirements.

14. When is an invoice sent to a customer?

15. Which of the following lists the stages in the Product Life Cycle in the correct order?

16. Which of the following terms denotes the task of deciding which customers will get scarce products where demand outstrips supply?

17. Which of the following is NOT typically a reason for outsourcing sales?

18. Where a product is strongly "differentiated", the seller:

19. Which of the following would NOT be an appropriate response to the introduction of a similar product to the market by a rival company?

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

21. Which of the following is/are a/the source/s of management information for a retailer?i)Data recorded by cash tillsii)Purchases made using loyalty cardsiii)Customer surveys

22. Which of the following is NOT an element of the "promotional mix"?

23. Which of the following is NOT a valid reason for a firm to implement a price reduction?

24. If a member of a sales team is underperforming, what should the manager’s first step be?

25. Shopping has become a popular recreational activity. Which of the following facilities often provided in shopping malls does NOT reflect this?

26. In a "perfect" market, the selling price for a product would:

27. Which of the following statements is/are true?i)A sales quote commits the supplier to a fixed price.ii)Sales quotes are unusual in situations where the total price is difficult to predict.

28. Which of the following sales administration procedures relates to a customer purchasing an expensive item by credit card?

29. Which of the following is NOT a source of customer feedback on a product or service?

30. Which of the following statements is/are true?i)Negotiations are invariably a zero-sum game.ii)Developing a rapport is detrimental to negotiations.

31. Which of the following items would be less suitable for sale directly over the Internet?

32. Which of the following does not feature in Bruce Henderson’s ‘BCG Matrix’?

33. Total "sales variance" is determined by adding sales ________ variance and sales _________ variance.

34. Which of the following is NOT a key aspect of a sales manager’s role?

35. In which of the following situations would the price for a product be expected to fall?

36. Which of the following statements is/are true?i)All customers should be given the same level of customer service for a given product.ii)Customer service is cost-neutral.

37. Which of the following is NOT a benefit of selling over the Internet?

38. Put the following stages of a negotiation into a chronological order:i)Closing and commitmentii)Preparationiii)Bargainingiv)Information exchange

39. Some transactions, especially property-related ones, are brokered by a ‘disclosed dual agent’. Which of the following best characterizes this role?

40. Retailers often used automated ‘stock-management’ systems to:

41. Which of the following is characteristic of a monopolistic market?

42. Which of these statements is/are true? i)Loyalty cards cannot be used to target certain products at particular customers.ii)Seasonal variations should not be factored into predictions of sales volume.

43. The acronym ‘AIDA’ refers to the stages of persuading a customer to purchase a product. Which of the following words is not a part of AIDA?

44. Which of the following characterizes a cold-calling approach to sales?

45. Which of the following is NOT a reason for this approach?

46. What is meant by the term ‘Customer Value Proposition’?

47. Which of the following is NOT a method of sales forecasting?

48. Which of following statements is/are true?i)’Cross-selling’ refers to a customer-supplier relationship that covers multiple products.ii)’Cross-selling’ tends to reduce the customer’s administrative overheads.

49. Which of the following statements is/are true?i)Offering financial rewards for strong performance is the best way to motivate staff.ii)Hygiene factors, such as the perception of job security, are not important in getting the job done.

50. The term ‘Sales Intelligence’ (SI) refers to:

51. Which of the following statements is/are true? i)The demographics of the target market should not affect a company’s decision about whether to adopt an ‘Internet-only’ sales approach.ii)Customer perception of the security of internet-based transactions does not affect sales volumes.

52. The term ‘positive elasticity of demand’ relates to goods:

53. Which of these is NOT a reason to sell via wholesalers?

54. The term ‘marginal cost’ refers to additional _________________ costs.

55. The term ‘Dutch auction’ is best defined as:

56. Which of the following is NOT a direct benefit of introducing a loyalty card scheme?

57. The art of creating and developing the image of a product is known as:

58. Which of the following sales methods would be best suited to the customers who were unable to visit shops and wanted a broad range of products?

59. Exploiting data on items examined or purchased by a customer to advertise further products to them is known as:

60. Why do some companies introduce self-service checkouts?i)To reduce theftii)To reduce staff overheadsiii)To reduce queuing time for customersiv)To reduce the error rate

61. A company’s set of processes relating to handling contact with customers is known as:

62. Break-even analysis helps a company determine the volume of sales at which the total revenue will equal the __________.

63. Which of the following would not typically be included in a monthly sales report to management?

64. Which of the following statements is/are true?i)The role of marketing is to make the sales environment more favorable.ii)Effective marketing is about reducing the price at which a product can be sold in the desired volumes.

65. A small independent retailer needing to stock low volumes of a broad range of products would source its stock ________.

66. For which of the following businesses would a company be LESS concerned about attracting repeat business from customers?

67. A product or service specifically designed to benefit its association with the success of another product is known as a:

68. A product that is sold below the cost price in order to boost sales of other products is known as a:

69. Which of the following statements is/are true?i)A ‘Theory Y’ sales manager would closely monitor the team’s performance.ii)A ‘paternalistic’ sales manager would inform the team of changes rather than consult it.

3.
Which of the following statements is/are true?
i)An effective salesman needs to consider the customer’s self-esteem as well as the value of the product.
ii)An effective salesman should create demand in the mind of the customer rather than just respond to it.

4.
Which of the following statements is/are true?
i)With ‘Consultative selling’ the emphasis is on offering tailored solutions.
ii)’Consultative selling’ works best with low-cost high-volume products.

5.
Which of the following statements is/are true?
i)Premium-rate helplines can be used to reduce a company’s cost of customer service provision.
ii)Customer service applies only up to the point at which the sale is made.

6.
Which of the following might cause a member of the sales staff’s performance to be lower than his/her colleagues?
i)Lack of training.
ii)Less experience.
iii)Personal problems

7.
Which of the following would be important to a company that relies heavily on repeat business?
i)Quality control of products
ii)A narrow range of products
iii)Effective after-sales service

11.
If a customer is unsure about whether to go ahead with a purchase, which of the following might a salesperson use to attempt to close the deal?
i)Emphasize the value of the product.
ii)Apply emotional pressure on the customer.
iii)Offer an improved price that is valid for a limited period only.

13.
Which of the following consequences is/are associated with an aggressive, oppositional negotiating technique?
i)A lower profit margin.
ii)Reduced repeat business.
iii)The sale of a product that matches the customer’s requirements.

21.
Which of the following is/are a/the source/s of management information for a retailer?
i)Data recorded by cash tills
ii)Purchases made using loyalty cards
iii)Customer surveys

27.
Which of the following statements is/are true?
i)A sales quote commits the supplier to a fixed price.
ii)Sales quotes are unusual in situations where the total price is difficult to predict.

30.
Which of the following statements is/are true?
i)Negotiations are invariably a zero-sum game.
ii)Developing a rapport is detrimental to negotiations.

33. Total "sales variance" is determined by adding sales variance and sales _ variance.

36.
Which of the following statements is/are true?
i)All customers should be given the same level of customer service for a given product.
ii)Customer service is cost-neutral.

38.
Put the following stages of a negotiation into a chronological order:
i)Closing and commitment
ii)Preparation
iii)Bargaining
iv)Information exchange

42.
Which of these statements is/are true?
i)Loyalty cards cannot be used to target certain products at particular customers.
ii)Seasonal variations should not be factored into predictions of sales volume.

47.
Which of the following is NOT a method of sales forecasting?

48.
Which of following statements is/are true?
i)’Cross-selling’ refers to a customer-supplier relationship that covers multiple products.
ii)’Cross-selling’ tends to reduce the customer’s administrative overheads.

49.
Which of the following statements is/are true?
i)Offering financial rewards for strong performance is the best way to motivate staff.
ii)Hygiene factors, such as the perception of job security, are not important in getting the job done.

51.
Which of the following statements is/are true?
i)The demographics of the target market should not affect a company’s decision about whether to adopt an ‘Internet-only’ sales approach.
ii)Customer perception of the security of internet-based transactions does not affect sales volumes.

60.
Why do some companies introduce self-service checkouts?
i)To reduce theft
ii)To reduce staff overheads
iii)To reduce queuing time for customers
iv)To reduce the error rate

64.
Which of the following statements is/are true?
i)The role of marketing is to make the sales environment more favorable.
ii)Effective marketing is about reducing the price at which a product can be sold in the desired volumes.

69.
Which of the following statements is/are true?
i)A ‘Theory Y’ sales manager would closely monitor the team’s performance.
ii)A ‘paternalistic’ sales manager would inform the team of changes rather than consult it.