Exam 1 Review - Robert Cascio, PhD

Exam 2 Review
Exam Summary
 200 points or 20% of your course grade
 50 multiple-choice questions
 3.0 points each
 150 points or 75% of the exam
 Approximately 95% of the these questions are from the
textbook and chapter slides
 5 short-answer questions
 Between 8 and 12 points each
 50 points or 25% of the exam
Multiple Choice Questions
Chapter 7
 (p. 170) The process of locating potential customers
for a good or service is called:
A. adapting
B. investigating
C. prospecting
D. anticipating
E. inquiring
 Difficulty: Easy
Type: Knowledge
Chapter 7
 (p. 170) A typical salesperson will experience a
_____ percent loss of his current customers in a
single year.
A. less than 5
B. 5 to 10
C. 10 to 15
D. 15 to 20
E. 20 to 25
 Difficulty: Hard
Type: Knowledge
Chapter 7
 (p. 170) Robina has just been given the name of a
person who wrote her company inquiring about the
firm's radiology equipment. At this point, this person
is best classified as a:
A. qualified prospect
B. client
C. lead
D. prospect
E. customer
 Difficulty: Medium
Type: Knowledge
Chapter 9
 (p. 226) According to relationship management
expert Dale Carnegie, the "sweetest and most
important sound" a customer wants to hear is:
A. his or her name
B. sale
C. "I have a present for you"
D. "Let's do lunch"
E. profit
 Difficulty: Medium
Type: Knowledge
Chapter 9
 (p. 227) Just as Brian walked into the room carrying his samples and
his portfolio for the demonstration, he fell over a wrinkle in the carpet
and landed headfirst at the feet of his prospect. Everything he was
carrying was scattered, and it took him almost five minutes to get
reorganized. Because of the _____, the prospect is likely to
permanently label Brian as clumsy and ineffectual.
A. lingering luster effect
B. halo effect
C. afterglow reaction
D. admirable aftermath
E. carryover corollary
 Difficulty: Easy
Type: Comprehension
Chapter 9
 (p. 227) Office scanning is an activity most closely
related to:
A. planning
B. small talk
C. time management
D. routing
E. closing
 Difficulty: Hard
Type: Knowledge
Chapter 10
 (p. 252) Which of the following statements about the buyer's attention
and understanding is FALSE?
A. Some product benefits cannot be explained adequately in nontechnical language.
B. If the salesperson does not successfully involve the prospect in the
presentation, his or her attention will wander.
C. To strengthen impact, appeals should be focus on only one of the
prospect's five senses.
D. The buyer's attention span is affected by his or her personality.
E. Many buyers have difficulty forming clear images from the written or
spoken word.
 Difficulty: Medium
Type: Comprehension
Chapter 10
 (p. 252) For which of the following products would a
multiple-sense approach be effective for ensuring the
buyer's understanding of the product?
A. products for cleaning public restrooms
B. fresh produce
C. toilet paper
D. low-fat bacon
E. any or all of the above
 Difficulty: Easy
Type: Application
Chapter 10
 (p. 255-256) Which of the following is suggested by
the text as a guideline for the proper use of visual
A. Decide ahead of time which visuals you will leave
with the buyer and have copies already made when
you arrive.
B. Check your visuals carefully for errors.
C. Always relate features to benefits for the buyer.
D. Mark your visuals so you can find them easily.
E. All of the above
 Difficulty: Hard
Type: Comprehension
Chapter 12
 (p. 313) The terms and conditions of sale include
shipping costs. The seller quotes an FOB price. The
letters FOB stand for:
A. feedback on business
B. frequency of business
C. function of buyer
D. freight of buyer
E. free on board
 Difficulty: Easy
Chapter 12
 (p. 313) If Lab Safety Supply quotes an FOB destination
price to a factory buying five hazardous waste disposal
units, it means that:
A. Lab Safety Supply will pay all freight charges
B. the buyer will pay all freight charges
C. the buyer will assume complete responsibility for the
units once they leave the Lab Safety Supply loading dock
D. Lab Safety Supply and the buyer will split all shipping
E. the buyer will pay for any units found defective and
returned for a refund
 Difficulty: Medium
Chapter 12
 (p. 315) Which of the following statements is the best example of a trial
close for a salesperson selling refrigerated display units to
A. How does a savings of $30 per month on your refrigeration
electricity bill sound?
B. Are you interested in how the oversized coil works to keep food cold
and eliminate defrosting?
C. How does the ease of mobility of this unit compare with other
refrigeration units you have seen?
D. Do you think you'd be interested in buying the optional illumination
signage that comes with our units?
E. All of the above are examples of trial closes that could be used by a
salesperson selling refrigerator display units to obtain buyer
 Difficulty: Hard
Short Answer Questions
 Steps of the sale
 Be sure that you understand the role play evaluation sheet very
well. You could be asked anything from that sheet and you will
need unaided recall to get the question correct
 Chapter 7: How to prospect, how to determine good
prospect, the role of networking and CRM systems
 Chapter 9: Humor, testimonials, visuals/media,
Testing Lab Issues
 UCF ID for entry is required
 There is no scratch paper, calculators, or notes
 Note that the times and settings shown in
webcourses may differ, but this is only in case of a
power outage or network outage that requires a relogin to the exam