1. A common excuse offered by salespeople for losing an account is

A) "The customer could not use our product."

B) "The customer never cared about anything but price; so I was helpless."

C) "My company failed to back me up; delivery was always late."

D) "I don't have time to make all the service calls I'd like to make."

E) The excuses in B, C and D are all common.

2. An "unemotionally subscribed" email recipient is one who

A) Only responds to price-based appeals.

B) Doesn't open or click on your emails but still receives them.

C) Reads your emails but never responds.

D) Is overtly analytical.

E) Doesn't want to do business with you.

3. Research indicates that 80% of customers who have left a company described themselves as ________ just before leaving.

A) Satisfied or very satisfied

B) Indifferent or unsatisfied

C) Unsatisfied or very unsatisfied

D) Satisfied or indifferent

E) Angry or unhappy

4. Exactly what constitutes quality service? Quality service is

A) An action or actions taken after the sale to keep customers sold permanently.

B) Service beyond what is purchased.

C) Everything the salesperson does during and after the order has been placed.

D) Provided only at the time that the product is delivered.

E) A, B and C only.

5. There are four major benefits to be gained from good customer service and consistent follow-up with current customers. Those benefits include all of the following except

A) Revenue.

B) Retention.

C) Reach.

D) Referral.

E) Reputation.

6. The Four R's of customer service are

A) Referrals, retention, reputation, and revenue.

B) Rejection, refusals, returns, and replacements.

C) Repositioning, retrofits, reputation, and revenue.

D) Referrals, returns, reputation, and returns.

E) None of the above.

7. Each item on your daily "to do" list should include a time limit that

A) Is actually a little too short so you will be inspired to work harder.

B) Is enough to finish the job but will push you to work at top performance.

C) Gives you an idea of whether you can complete the whole list so you can seek help or rearrange priorities if necessary.

D) Allows at least 50 percent more time than you believe you actually need so you will never have a sense of being rushed.

E) B and C above.

8. The term time management is a misnomer. Time itself cannot be managed since there will always be sixty seconds in every minute and sixty minutes in every hour. Thus, time management can more accurately be described as

A) Personal organization and self-management.

B) Scheduling and implementation.

C) Controlling time and scheduling.

D) Personal organization and planning.

E) Setting priorities and getting organized.

9. Managing time effectively and getting organized depends on your ability to

A) Follow the same schedule every day.

B) Set clear priorities.

C) Set up enough sales presentations every day.

D) Get your paperwork done on time.

E) Find enough new prospects.

10. This type of person takes on more and more responsibility out of fear of confronting authority and eventually commits too much time on unproductive projects.

A) Procrastinators.

B) Perfectionists.

C) People pushers.

D) People pleasers.

E) Sales managers.

11. Which of the following is not a reasonable way to spend time online during the workday?

A) Spend 5 minutes or less freely browsing.

B) Respond to any direct mentions.

C) Use Twitter or other media to engage with VIPs.

D) Spend a few minutes answering general industry questions.

E) All of the above are appropriate uses of a salesperson's time.

12. ________ are people who take more time than allotted to satisfy extremely unrealistic but deeply internalized standards of excellence.

A) Procrastinators

B) Perfectionists

C) People pushers

D) People pleasers

E) Sales managers

13. It is Monday morning, and you are making telephone calls to set up appointments for the remainder of the week. After the first few calls, your assistant buzzes you and tells you that Mr. Johnson, your largest client, is here to see you. You should

A) Take advantage of the opportunity and give Mr. Johnson your full attention.

B) Tell him up front that your schedule is full and ask if you could get together another time.

C) Invite him into your office and tell him you have another appointment in fifteen minutes.

D) Tell your assistant to tell him that you are in a meeting.

E) Put him on the spot by saying you didn't realize that you had a meeting with him today.

14. Which of the following is not a question you would ask a candidate for employment who has past sales experience?

A) "Tell me about your largest sale."

B) "How often did you exceed your quota?"

C) "What was the average size of the deals you close?"

D) "How did you achieve the performance listed here on your résumé?"

E) All of the above are useful interview questions.

15. A recent Family and Work Institute survey found which of the following ranked among the most important considerations for today's workforce?

A) Open communication.

B) High compensation.

C) Nature of the work.

D) Effect on personal life.

E) A, C, and D were all considered important.

16. According to a recent survey, ________ of recruiters have hired a candidate that they found using social media.

A) 50%

B) 73%

C) 62%

D) 24%

E) 10%

17. Which of the following are leadership skills that a sales manager can use to effectively put TQM fundamentals into practice?

A) Help your sales force in developing their talents and their careers.

B) Provide feedback on what the sales force needs to do to improve their performance in the field.

C) Create a healthy work environment for your salespeople.

D) Provide the sales force with a sense of mission.

E) All of the above seem logical.

18. What is the proper compensation plan to use when the sales force is expected to perform a significant amount of non-selling activities?

A) A penetration of accounts bonus incentive.

B) A draw against future commissions.

C) Salary plus a bonus.

D) Straight salary.

E) Straight commission.

19. A logical reason for why sales managers do a poor job of selecting salespeople is that they

A) Use a battery of tests in the selection process.

B) Process too many applicants.

C) Are pressured to make a quick decision on whom to hire.

D) Have too many executives interview the sales applicants.

E) None of the above accounts for poor selection.

20. Which of the following is not a recommended method for selecting the best candidate for a sales position?

A) Look for consistent performers.

B) Ask for quality referrals from employees.

C) Have a small selection pool.

D) Conduct an initial phone interview.

E) None of the above.