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COM 539 Final Exam Guide (New,2018) NEW
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COM 539 Final Exam Guide (New, 2018) NEW
1. Relative to Americans, Canadians are more
likely to be:
Happy and casual
Educated and informal
Bilingual and formal
Sociable and casual
2. Which of the following is an acceptable
method of negotiating the price objection?
Apologize for the product’s high price
Clarify the link between price and quality
Make price the focal point of your presentation
Focus on an individual product feature

3. John Bieland, the equipment buyer for Great
Lakes Manufacturing, purchased two large
riveting machines from Hoseke Corporation's
sales representative, Lindell Ross. Because of a
clerical error, the machines shipped a day later
than scheduled, which put the delivery truck in
the middleof a blizzard that shut down roads for
several days. By the time the machines were
delivered by Hoseke Corporation, they were a
full week late. John Bieland sends an email to
Lindell, cc'ing the CEOs of Great Lakes
Manufacturing and Hoseke Corporation,
expressing his dissatisfaction. What should
Lindell offer to John to rectify the situation?
Lindell should discount any further purchases
by half.
Lindell should refund John’s money.
Lindell should send John 2 new machines
Lindell should consult with John to find out what
would help him regain trust in Lindell and
Hoseke Corporation.
4. Managing an organization’s personal selling
function to include planning, implementing, and
controlling the sales management process is
called:
Sales control
Sales supervision

Sales leadership
Sales management
5. With respect to the sales training process,
after Brenda is done assessing the sales training
needs, she should begin working on:
Performing sales training
Setting training objectives
Setting the sales training schedule
Evaluating training alternatives
6. Developing a long-term relationship that
focuses on solving the customer's buying
problems is referred to as:
consulting
transitioning
selling
partnering
7. Steve is looking for a way to analyze customer
data from his territory in an effort to identify new
opportunities for sales revenue
growth. _______________ could help Steve with
this task.
Deal analytics
Sales call auditing software
Cloud computing
Customer Relationship Management

8. The primary goal of a ____________
presentation strategy is to influence the
prospect’s beliefs, attitudes, or behavior, and to
encourage buyer action.
persuasive
value
sensory
reminder
9. Which of the following is true with respect to
negotiations in foreign cultures?
Business rituals are largely the same across
cultures
It is sometimes advisable to become
antagonistic during negotiations
German buyers are unlikely to look you in the
eye
Different cultural expectations can cause
miscommunication
10. The most widely used system for dividing
responsibility is to organize the sales force on
the basis of:
Products
Geography
Markets
Customers

11. JoAnn has a website for her business. She
advertises her business on a number of online
services, but she is not sure which ones are
driving traffic to her website and which are not
worth the moneyfor advertising. The best thing
for JoAnn to do is:
All websites are public so there really is not a
way to determine how people find a website.
Buy advertising everywhere
Only advertise 1 or 2 places and see if her sales
go up or down
Use a service such as Google Analytics® to
determine what websites and searches are
bringing traffic to her site.
12. The most likely reason for salespeople to
make follow-up telephone calls to customers is
that:
sales managers cannot make all the calls
themselves
customer service representatives cannot be
trusted to make the calls
the customer may place repeat orders during a
phone call
follow-up calls are more efficient than e-mails
13. By demonstrating effective listening, a
salesperson is able to do which of the following?

Beat out the competition
Always uncover two or three explicit needs
Convince the buyer that the salesperson's
product is best
Help build the buyer's trust
14. “Smart” sales-force automation tools that
analyze data on past customer behavior, cross-
selling opportunities, and demographics to
identify areas of opportunity are referred to
collectively as?
Sales force automation
Cloud computing
Deal analytics
CRM
15. A customer has a negative experience at
your business and writes about this on a social
media review site. What is the best thing for you
to do?
Respond calmly and don’t take it personally.
Never admit responsibility and divert blame.
Ignore it. People don’t take those sites
seriously.
Post your reasons for not meeting their
expectations.

16. The purpose of the follow-up communication
between customer and salesperson is to express
thanks for the order and to:
introduce related products
determine if the customer is satisfied
request referrals for other prospects
complete the call card form
17. Andrew is a new sales rep for an industrial
chemical supplier. Andrew makes it a point to
never be late for an appointment and to always
follow through immediately on promises he
makes to his customers. These behaviors help
Andrew build trust with his customers because
they perceive him as:
dependable
likeable
competent
candid
18. Steve is a salesperson who is responsible for
selling only two of his company’s 15
products. Steve is working in a _____________
sales force.
Specialized
Centralized
Geographic
Decentralized

19. Which the following best describes the
process of strategic prospecting?
The process of turning prospects into customers
The process of locating new customers
The process of generating leads
The process of identifying, qualifying, and
prioritizing sales opportunities
20. Conveying interest and understanding is the
objective of which active listening component?
Evaluating
Sensing
Responding
Interpreting
21. A series of creative improvements in the
sales process that enhance the customer
experience is known as:
value-added selling
relationship modeling
customer-oriented sales
transactional selling
22. Which statement is most likely true about the
communication-style model?
Emotion and dominance are the two primary
dimensions.
It is based on 3 important dimensions of human

behavior
It is based on a highly accurate self-rating
system.
It is composed of 4 distinct quadrants.
23. When a prospect has voiced an objection, it
is most likely best for the salesperson to:
Deny the accuracy of the objection
Clarify the true nature of the problem
Suggest postponing the negotiations
Divert attention to a product feature
24. In order for salespeople to be able to deliver
complete comparative product information in
sales presentations they must possess:
trust
competitor knowledge
adaptability
assertiveness
25. Anthony is a purchasing agent for a hospital.
One day the hospital receives a shipment from
one of its suppliers with several items missing.
Anthony calls the supplier and talks to a
customer service representative who is very
friendly and helpful. Anthony calls the supplier
again the next day but talks to a different
customer service representative. This customer

service representative is not as friendly and not
as helpful. Which of the following describes the
problem the supplier has with customer service?
The first customer service agent set an
unrealistic expectation
Customer service people are hard to train
The quality of the service provided is
inconsistent across customer service agents
The second customer service agent needs more
training
26. Steve is a salesperson for XYZ Corporation.
His territory includes 50 established accounts
which he calls on regularly. Although Steve is
supposed to allocate some time to prospecting,
he’d rather call on his existing accounts. Like
many salespeople in his position, Steve resists
prospecting because:
His established accounts are too important.
He is afraid of rejection.
He’d rather use his spare time for paperwork.
He doesn’t believe it’s necessary.
27. Working to reach an agreement that is
mutually satisfactory to both buyer and seller is
also called:
negotiation
practice theory

tactics
agreement
28. When a customer service problem requires
an apology, a salesperson should most likely:
Send a text message to the customer
Delegate the task to a customer service
representative
Send a prompt email to the customer
Call the customer personally
29. In order to better understand their own
product's position in the market place,
salespeople need:
A high degree of competitor knowledge.
To be candid.
To be customer oriented.
A high degree of customer knowledge.
30. You have a business that you want to set up
on Facebook®. What is the best way to drive
traffic to your business using Facebook?
Create a profile using the name of your
business.
Facebook does not have business options and
only personal profiles are allowed.
Use a lot of hashtags with your business name.
Create a business/fan page.

COM 539 Week 1 Email Introduction & The Sales
Process NEW
539/com-539-week-1-email-introduction-and-
the-sales-process-recent
COM 539 Week 1 Email Introduction & The Sales
Process NEW
Part 1
You are a sales representative who is contacting
a prospective client you have never met. You
want to introduce yourself and your product or
service via email and set up a time to discuss
things further.
Write a 250- to 350-word email in which you
introduce yourself and your product or service

to the new client. The email also needs to
include a request to follow up by phone or in
person.
Part 2
Write a 350- to 700-word paper in which you
examine your choice of communication style for
the introductory email and its role in the sales
process. Be sure to do the following in your
paper:
· Describe the relationship between your
chosen communication style and adaptive sales
techniques.
· Explain how not knowing your clients
personality and other attributes affects your
choice of communication style.
· Describe how the sale process develops
during the course of an interaction with a
customer. What role does an effective
introduction play in this process?
Format your assignment consistent with APA
guidelines.

COM 539 Week 2 Negotiation, Persuasion, and
Sales Presentation 2 Sets NEW
539/com-539-week-2-negotiation,-
persuasion,-and-sales-presentation-recent
COM 539 Week 2 Negotiation, Persuasion, and
Sales Presentation NEW
Share, among team members, examples of
experiences making significant purchases that
required negotiation such as a car purchase,
home purchase, etc.
Create a 12- to 16-slide Microsoft® PowerPoint®
presentation, including detailed speaker notes,
that includes the following:
• Did the sales people connect emotionally
during the sales process? Provide examples
from the members' experiences of successful or
failed attempts.

• Did the sales people appear to use active
listening? Provide examples of how this was
done or areas of opportunity to do this.
• Did the sales people engage in negotiation
during the sales process?
• Did the sales people engage in using
persuasive techniques during the sale?
• Provide examples of persuasion and
negotiation. How were these different?
• Were any objections conveyed? How did the
sales people handle objections? Was a
purchase ultimately made or did the sales people
fail to overcome the objections?
• Did the sales people seem ethical and
trustworthy? Why is this important in the sales
process?
Format your presentation consistent with APA
guidelines.

COM 539 Week 2 The Elevator Pitch NEW
http://www.uopassignments.com/com-539/com-539-
week-2-negotiation,-persuasion,-and-sales-presentation-
recent
Share, among team members, examples of experiences making significant purchases that required
negotiation such as a car purchase, home purchase, etc.
Create a 12- to 16-slide Microsoft® PowerPoint® presentation, including detailed speaker notes, that
includes the following:
• Did the sales people connect emotionally during the sales process? Provide examples from the
members' experiences of successful or failed attempts.
• Did the sales people appear to use active listening? Provide examples of how this was done or areas
of opportunity to do this.
• Did the sales people engage in negotiation during the sales process?
• Did the sales people engage in using persuasive techniques during the sale?
• Provide examples of persuasion and negotiation. How were these different?
• Were any objections conveyed? How did the sales people handle objections? Was a purchase
ultimately made or did the sales people fail to overcome the objections?
• Did the sales people seem ethical and trustworthy? Why is this important in the sales process?
Format your presentation consistent with APA guidelines.

COM 539 Week 3 Sales Prospecting Strategy NEW
week-3-sales-prospecting-strategy-recent
Create a 10- to 15-slide Microsoft® PowerPoint® presentation
in which you develop a Sales Prospecting Strategy. In this
presentation you will include the following:
• -Discuss methods for identifying perspective clients. -
• -Explain when and where to start prospecting.
• -Examine how to use competitive analysis.
• -Discuss the role of competitive analysis in prospecting and
the sales process.
• -Analyze the uses of Customer Relationship Management
(CRM) systems.
• -Identify potential CRM systems.
• -Recommend a CRM system and include the rationale for
the recommendation.
Format your presentation consistent within APA guidelines.

COM 539 Week 4 Customer Satisfaction Strategy NEW
week-4-customer-satisfaction-strategy-recent
Select a company with which you are familiar. The company
should have a sales force and customer service division.
You are in charge of coming up with a customer satisfaction
strategy to help the organization increase sales and customer
satisfaction.
Part 1
Create a 1,050- to 1,400-word customer satisfaction strategy. In
this strategy include the following:
• Identify parts of the sales process that can result in improved
or reduced customer satisfaction.
• Examine the importance of follow up to the sales relationship.
How does follow up help increase customer satisfaction?
• Explain how the unhappy customer also presents
opportunities within the sales process.
• Determine the relationship of customer service and sales
within the organization. Does the relationship seem to support
the customer? Do sales and service appear to work together or
is the relationship adversarial?
• Recommend ways to change this relationship to improve
customer satisfaction.

• Discuss the ways this change to the service and sales
relationship will benefit the organization as a whole.
Part 2
Create a script of no more than 350 words addressing unhappy
customers. The cause of the unhappy customer is up to the
team and can include more than one cause and the script(s)
should include the following:
• The script is a response to an unhappy customer.
• The script includes an option for refunding or exchanging a
product or service.
• The script allows you to regain the customer's trust.

COM 539 Week 5 Social Media and Sales NEW
week-5-social-media-and-sales-recent
COM 539 Week 5 Social Media and Sales NEW

COM 539 Week 6 Sales Team Presentation NEW
week-6-sales-team-presentation-recent
COM 539 Week 6 Sales Team Presentation NEW

COM 539 Entire Course NEW

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