1.

What does the winner’s curse refer to

a. The tendency of negotiators to settle too quickly on an item and then subsequently to feel discomfort
about a negotiation win that comes too easily.
b. To find out that the product is faulty after buying it.
c. The tendency of negotiators to not do business again with the other company, after closing the deal.
d. To lose in the negotiation subsequent to the one that has been won. e. The tendency of negotiators to
settle too slowly on an item, thus making the other party waste time during the negotiation.
Correct A

2. What does the endowment effect refer to?

c. Endowing your company with better production infrastructure
d. Endowing your company with improved negotiation capabilities
a. Overvaluing something you own or believe you possess
b. Undervaluing something you own or believe you possess
e. The observed increase in revenue after a won negotiation

Corred A

3. Which of the following is not a characteristic of integrative negotiations?

c. Invent options for mutual gain
a. Use subjective criteria for standards of performance
b. Exchange information and ideas
d. Commit to meeting the needs of all involved parties
e. Focus on commonalities rather than differences.
Correct A

4. Lax and Sebenius made in 1986 a classification of interests. Which of the following represents their
view?
c. Nominal, real and effective interests
a. Substantive, process, relationship and ‘in principle’ interests
b. Personal interests and common interests
d. Fixed and variable interests
e. Objective and subjective interests
Correct A

5. What does logrolling refer to?

c.
Two negotiating parties have more than issue in conflict, and have the same priority on
those issues, therefore one of them concedes one of the issue to the other, and on the
second issue they compromise.
b. Two negotiating parties have one issue in conflict, and have different priorities on that
issues, therefore they compromise.
a. Two negotiating parties have more than issue in conflict, have different
priorities on these issues, therefore they trade them off: one party receives a
highly preferred outcome on one issue, whist the other party receives a
highly preferred outcome on the other issue.
d. Two negotiating parties have more than issue in conflict, and trade them off: one party
concedes on one of the issues, and the other party concedes on the other issue.
e. Moving the negotiation forward by trying for compromise in all issues negotiated.
Correct A

6. When does the Halo effect occur?

c. When people generalize about a single attribute based on the knowledge of other
a. When people generalize about a variety of attributes based on the knowledge
of one attribute of an individual.
b. When people focus on the appearance of an individual.
attributes of an individual.
d. When people believe the individual they negotiate with has extraordinary qualities and is
to be revered.
e. When people who are unskilled have a sense of superiority and behave like they are
wearing a halo
Correct A

7. When does the selective perception occur?

a. When the perceiver singles out certain information that supports or
reinforces a prior belief and filters out information that does not confirm
that belief.
b. When the perceiver presents a single item of information in order to mislead the
negotiator
c. When the perceiver focuses on a niche element, in order to shift the focus of the
discussion
d. When the perceiver disconfirms evidence by strengthening his or her beliefs
e. When the perceiver remember his or her choices as better than they actually were.

Correct A

8. Which of the following is considered an example of a frame that the parties may use in disputes?
a.
b. Inspiration
c. Adjective
d. Stereotyping Loss-gain
e. Validating

Correct A

9. Which of the following represent the biases that can threaten the email negotiations?
a. Temporal synchrony bias, Burned bridge bias, Squeaky wheel bias, Sinister
attribution
b. Belief bias, projection bias, time saving bias, unit bias
c. Choice supportive bias, IKEA effect, optimism bias, recency illusion
d. Distinction bias, negativity bias, normalcy bias, omission bias
e. Expectation bias, Dunning Kruger effect, empathy gap, hindsight bias

Correct A

10. From the point of view of the roles played by the team members, which are relationship oriented
roles?
c. Elaborating, Evaluating, Coordinating
a. Encouraging, Harmonizing, Compromising, Gatekeeping, Standard Setting
b. Initiating, information seeking, opinion seeking
d. Energizing, Blocking
e. Recognition seeker, Dominator, Avoider

Correct A

11. Which of the following is not a key process step that a chair can implement to assure having an
effective, amicable disagreement on a team?
b. Collect your thoughts and composure before speaking.
c. Try to understand the other person’s position.
a. Approach the team members separately in an attempt to support one of them
to win the argument
d. Try to think of ways that you both can win.
e. Consider how important this issue is to you.
Correct A

12. What can a group facilitator do to keep the group moving toward a successful completion?
d. Openly point out who is to blame for the missteps in negotiation
a. Shape and draft the tentative agreement.
b. Move the group towards his proposed resolution
c. Order the group to implement the steps he proposes

13. There are factors that affect how men and women approach negotiation (from a gender
perspective). Which of the following in not one of those factors?
a. View of self
b. Problem solving through dialogue
c. Perceptions and stereotypes
d. Control through empowerment
e. Embedded view of agency

Correct A

14. A certain number of assertions are known to be true about gender differences in negotiation.
Which of the following is false?
b. The negative effect of stereotypes can be overcome.
c. The activated stereotype may matter more than the gender of the negotiator.
a. Stereotypes favor the female negotiator.
d. Women who use exchange tactics are less successful than men.
e. Females are 3.5 times less likely to be hired when aggressive.
Correct A

15. What is BATNA short for?

b. Best Arbiter to a New Agreement
c. Best Analogy in a Negotiating Agreement
a. Best Alternative to a Negotiated Agreement
d. Best Alternative to No Agreement
e. It is not short for anything, it is the name of the person who first mentioned it.

Correct A

Question 16
As compared to unannounced Negotiation, formal Negotiation:
A. requires less preparation
B. is more difficult
C. is more time consuming
D. is simpler

Correct d

Question 17
Informal Negotiation involves:
A. any number of people
B. four people
C. three people
D. two people
Correct d
Question 18
Persuasion is an essential element of effective Negotiation because it helps in:

a. achieving one’s own interests

b. settling issues between two parties
c. effecting agreements and solutions in the interest of all
d. resolving disputes among people

Correct Answer c

Question 19
The final aim of Negotiation is to:

a. end a dispute
b. win at all cost
c. implement an agreement between two parties
d. reach an agreement

Correct Answer c
Question 20
A negotiation is discussed in a tone that focuses attention on the need to reach a satisfactory solution by:

a. joint problem-solving
b. making proposals
c. force
d. setting conditions

Correct Answer A

Question 21
Negotiation strategy is partly concerned with:

a. prolonging the length of the negotiation

b. ending the discussion
c. avoiding failure
d. searching for a common goal

Correct Answer d

Question 22
Negotiation implies that both parties accept that the agreement between them is:

a. final and binding

b. conditional
c. necessary
d. subject to further dispute

Correct Answer A

Question 23
One’s negotiation objective should be:

a. ideal
b. personal
c. realistic
d. social

Correct Answer
A

Question 24
In order to persuade others, facts should be discussed from the point of view of a:

a. second party
b. first party
c. third party
d. fourth party

Correct Answer A

1. Two commonly faced problems in the Sales are –

a. Lack of training
b. Resistance to selling
c. Making the service tangible
d. Sales promotion
Ans. a

2. Sales promotion tools not aimed at one tools is –

a. Customers
b. Incentives
c. Intermediaries
d. Salesforce
Ans. b

3. The most important objectives of _____ is to convince customers to make a purchase.

a. Direct marketing
b. The person selling
c. Person to person communication
d. Integrating programs
Ans. B

4. How profitable a given customer is over time defines your _____.

a. Assessment
b. Cycle efficiency
c. Follow up
d. Lifetime value
Ans. D

5. When a player assumes more of a leadership role on a team, It is called_____.

a. Stepping up
b. Stepping stone
c. Follow the leader
d. None of the above
Ans. A

6. We should lead from the right brain and manage from the _____.
a. Central brain
b. Whole-brain
c. Left brain
d. Right brain
Ans. C

7. The second critical skill for personal management is _____.

a. Thread
b. Producer
c. Subordinates
d. Delegation
Ans. D

8. Delegation can b classified into –

a. Supervision of efforts
b. Stewardship
c. Micromanaging
d. Scheduling
Ans. a

10. ____ is a flexible programme consisting of six elements that better enable store staff to meet the
needs of customers.
a. BCD
b. LME
c. ACE
d. EPS
Ans. C

11. System has helped companies to_____.

a. Increase sales
b. Expand more efficiently
c. Reducing training and development cost
d. All of the above
Ans. D

12. No hype no pressure just excellent_____ built around credibility and integrity.
a. Goods
b. Services
c. Talk
d. Think
Ans. B

13. A new retired sales consultant for a daily newspaper trips to mind was_____.
a. Gallatin
b. Fred
c. Rich
d. None of the above
Ans. B

14. Fish believes in the concept of _____.

a. Cooperation
b. Coordination
c. Teamwork
d. Mutual trust
Ans. D

16. Pay for the point of persuasion is the rule of_____.

a. Finger
b. Purchase
c. Thumb
d. Satisfaction
Ans. C

17. E-Commerce is the primary sales link with the customer, but customers must be convinced to sin up
is known as _____.
a. Signing up
b. Matriculation selling
c. Forward selling
d. Cross-selling
Ans. B

18. Two most common errors are –

a. Land lording
b. Appeasement pay
c. Sales expenses
d. Buying decisions
Ans. a & b

19. Once monetary needs are realized_____ needs can be realized with sales incentives.
a. Social acceptance
b. Personal esteem
c. Psychic income
d. Self realization
Ans. C

20. Behavioral model is given by _____.

a. B.F. Skinner’s
b. Fried
c. Meredith
d. Maritz
Ans. A

21._____ is the companion of a surprising number of sales professionals.

a. Negotiation
b. Fear
c. Desire
d. Pride
Ans. B
22. _____ is a routine job.
a. Negotiation
b. Desire for recognition
c. Sales
d. Incentive program
Ans. C

23._____ are important & provide accountability to promote entrepreneurial spirit and reduce turnover.
a. Trends
b. Projections
c. Benchmarks
d. Territories
Ans. D

24. Finding and visualizing groups of facts not previously known is –

a. Sequences
b. Clustering
c. Forecasting
d. Associations
Ans. B

25. _____ contains department or division-wide information.

a. Data mining
b. Data warehousing
c. Datamart
d. Data clustering
Ans. C

26. Logistics can be classified into –

a. One that is linked to operations
b. That is linked to strategy
c. That is linked to forecasting
d. That is linked to responsibility
Ans. a & b

27. Modes of transaction available in logistics are not include –

a. Rail
b. Road
c. Air
d. Water
e. Ship
f. Pipeline
Ans. E

28. Transportation is used by businesses for the delivery of goods from distant suppliers.
a. Air
b. Sea
c. Rail
d. Road
Ans. B

29. The philosophy of _____ is based on the principle of less quantity is lesser interval resulting in more
deliveries.
a. VMI
b. JIT
c. TQM
d. SCM
Ans. B

30. Basic functions in warehousing are –

a. Handling
b. Storage
c. Information transfer
d. All of the above
Ans. D

31. Key influencer for consumer services and entertainment can be –

a. Family & friends
b. Retailers & store staff
c. Specifiers
d. None of the above
Ans. A

32. Priceline.com is a market of _____.

a. BZC operation
b. BZB auctions
c. CZB auctions
d. CZC format
Ans. C
d. Wholesaler
Ans. C

34._____ base on early, frequent and proactive involvement with key suppliers to develop a partnership
for improvement.
a. GSE approach
b. SER approach
c. HR’s approach
d. HP’s approach
Ans. D

35. This is not the type of supply chain.

a. Ripe supply chains
b. Internal supply chain
c. Network oriented supply chain
d. Value chains
Ans. C

36._____ bridges the gap between consumer demand and producer supply.
a. Courier
b. Transportation
c. Inventory
d. Logistics
Ans. D

37._____ becomes the amount a customer is willing to pay for the product/service provided by the
supplier.
a. Value
b. Money
c. Cost
d. Interest
Ans. A

38. Information flows can be categorized as –

a. Strategy
b. Tactical
c. Functional
d. Operational
Ans. a, b, d

39. Make versus buy –

a. Operational decision
b. Strategic decision
c. Functional decision
d. Tactical decision
Ans. B

40. Capturing, analyzing and disseminating the right _____ is key to the success of any operation.
a. Data
b. Information
c. Demand & supply
d. None of the above
Ans. B

41._____ and sourcing are important elements in the packages as they reflect specific aspects of the
product.
a. Packaging
b. Pricing
c. Distribution
d. Supplying
Ans. B

42. The _____ is that the value chain may be used to identify and understand the specific sources of
competitive advantages.
a. Kotler’s agreement
b. Fried agreement
c. Porter’s agreement
d. None of the above
Ans. C
43. The selling process starts with
a. Pre-sale preparation
b. Prospecting
c. Objectifying
d. Demo

44. The phase in selling process in which sales person gathers as much information about the prospective
client before the sales is called:
a. Pre-approach
b. Prospecting
c. The approach
d. None of the above

45. Resilience as quality of salesperson means

a. approachable
b. great personality
c. not getting easily disheartened
d. all of the above

46. The salesperson whose potential customer is not the actual user of the product is said to be in
a Missionary Selling
b. New Business Selling
c. Creative Selling
d. Main selling

47. What is/are NOT the quality/qualities essential for a salesperson?

a. Communication skills
b. Aggressiveness
c. Persuasive skills
d. Knowledgeable

48. Modern salesperson builds __________________ by listening to their customers, assessing customer
needs, and organizing the company’s efforts to solve customer problems.
a. Profits
b. Territories
c. Perks
d. Relationships

49. All the following are among chief activities of a salesperson Except
a. Profit Analysis
b. Prospecting
c. Servicing
d. Gathering Information

50. Which of the following is NOT cited as characteristic of a successful salesperson?

a. Enthusiasm
b. Persistence
c. Loners
d. Independent

51. The best salesperson possess some key qualities. Which of the following may not be among these key
talents?
a. The ability to close a sale
b. A disciplined work style
c. The ability to talk, and then talk some more….
d. Intrinsic Motivation

52. Which of the following is not a main objective of personal selling?

a. Generate sales
b. Inform Customers
c. Build Relationships
d. Build awareness & appreciation for company’s products

53. Which of the following is the major advantage of personal selling?

a. Reach and Frequency
b. Targeted message
c. Low cost
d. None of the above

54. The various stages of the personal selling process are illustrated below. Which of these are not
specific roles of the sales representative?
a. Devising product strategy
b. Prospecting.
c. Initiating contact
d. Sales presentation
e. Negotiating and closing the sale

55. At which stage in the personal selling process do you search for and qualify potential customers
a. Prospecting
b. Preapproach
c. Introduction
d. Initial canvassing
e. Planning stage

56. Personal selling involves the two-way flow of communication between a buyer and seller, often in a
face-to-face encounter, designed to influence a person's or a group's:
a. self-esteem.
b. team spirit.
c. relationship mode
d. purchase decision

57. Identifying the prospect's role in the buying centre would be typically done in which stage of the
personal selling process?
a. Prospecting
b. Preapproach
c. Presentation
d. Close

58. At which stage of the personal selling process would you obtain a purchase commitment from the
prospect?
a. Approach
b. Presentation
c. Close
d. Follow-up e. Sale

59. An effective sales plan objective should be:

a. precise, measurable, and time specific
b. general, measurable, and flexible.
c. profitable, subjective, and measurable.
d. precise, profitable, and flexible

60. ‘Big Pot’ strategy is

a. Giving all the discounts at one go
b .Not giving discounts at all
c. Keeping a room big enough for the salesperson for some negotiation.
d. None of the above

61. Handling the sales contract to sign falls under

a. Regular sale closure
b. Assumptive sale closure
c. Early sale closure
d. Late sale closure

62. Dyads are :

a. Daily routines of salesperson
b. Time mapping for sales
c. Buyer seller interactions
d. Creativity partners
62. In service & solution selling
a. customer feels he is intruded
b. customer does not come with specific set of problems
c. service management is the key
d. standard products are given to the customer

63. Vendors are not concerned with

a. profit potential
b. product quality
c. price of the product
d. appearance or presentation of the product

64. When should the first round of incentives given to the vendors?
a. on target achievement
b. after a few months
c. in the beginning of the relationship
d. after half of the target stands achieved

65. Persuation is:

a. to pester continuously
b. to have a point of view
c. process aimed at changing a person’s attitude
d. logical reasoning

66. What is/are the task/s of sales representative?

a. Presentation & Demonstration of products.
b. Prospecting Clients; Maintaining relationships with them
c. Informing customers; Information gathering
d. All of the above

Question 25
In negotiations, the interpretation of a cue requires skill because it may be:

a. intentional
b. ambiguous
c. behavioural
d. verbal
Correct Answer B

Question 26
Which type of negotiation is a "fixed pie" orientation to "here and now" resource allocation that tends to
be low-trust, competitive and win/lose?
Distributive Correct
Integrative Incorrect
Inclusive Incorrect
Disruptive Incorrect

________________________________________
Question 27
What style of negotiation is a leader using if she says to her team, "Meeting your needs is meeting my
needs because we are in this together"?
Distributive Incorrect
Integrative Correct
Inclusive Incorrect
Disruptive Incorrect

________________________________________
Question 28
If the negotiation process fails to produce the intended results, having a ________ ready can boost
confidence.
NTS Incorrect
NFC Incorrect
BATNA Correct
BAFTA Incorrect

________________________________________
Question 29
Which term describes the concern for a fair distribution of tangible outcomes?
Interactional justice Incorrect
Inspirational justice Incorrect
Dissociative justice Incorrect
Distributive justice Correct

________________________________________
Question 30
Aaron often ensures his employees are aware of power differences and encourages them to find an
advantageous position for personal gain. What theory is he using?
Cooperation Incorrect
Collective Incorrect
Competition Correct
Conservative Incorrect

________________________________________
Question 31
________ motivation is a positive interest in the welfare of others as well as your own.
Cooperative Correct
Individualistic Incorrect
Conservative Incorrect
Competitive Incorrect

________________________________________
Question 32
A negotiator who thinks he is facing a competitive opponent tends to behave less ________ and achieves
lower outcomes.
cooperatively Incorrect
competitively Correct
individualistically Incorrect
logically Incorrect

________________________________________
Question 33
________ is the ability to influence decision making.

BATNA Incorrect
Advocacy Incorrect
Power Correct
Compliance Incorrect
________________________________________
Question 34
Casey thinks his employee, Janice, is lazy and unmotivated while Janice thinks Casey is indifferent to her
well-being. What type of triangulation are Casey and Janice caught in?
Positive triangulation Incorrect
Normative triangulation Incorrect
Negative triangulation Correct
Procedural triangulation Incorrect

________________________________________
Question 35
From a systems perspective, what type of culture is a person who places a high value on formality and
relationships and defers to societal expectations most likely from?
Collectivist Correct
Individualist Incorrect
Moralist Incorrect
Capitalist Incorrect

________________________________________
36 What is Negotiation?
1.
A. Negotiation can be defined as a basic means of getting what you want from others.
B. It is back-and-forth communication designed to reach an agreement
C. Negotiation is a method by which people settle differences. It is a process by which compromise
or agreement is reached while avoiding argument and dispute.
D. All of the above
37 The various stages of the negotiation process are:
1.
1.
I. Preparation and Planning
II. Definition of Ground Rules
III. Clarification and Justification
IV. Bargaining and Problem Solving
V. Closure and Agreement
1.
A. All of the above
B. (I) and (IV) only
C. (I) (IV) and (V) only
D. None
38 Distributive bargaining and integrative bargaining are the two approaches typically adopted in
the negotiation process.
1.
A. True
B. False
39 The ability to negotiate requires a blend of interpersonal and communication skills used together
to achieve the desired result. Which of the following are the traits of an effective negotiator?
1.
A. Negotiators must have the skills to analyse a problem to determine the interests of each
stakeholder in the negotiation.
B. Effective negotiators are able to listen actively to other parties during the debate, reading their
body language as well as listening to the verbal communication.
C. Effective negotiators are able to maintain good working relationships with those involved in the
negotiation process.
D. All of the above
40 Some of the measures that a skilled negotiator may adopt to avoid a deadlock in the final stages
of negotiations include:
1.
A. Offer a comprehensive and convincing explanation of the reasons why the concessions sought
by the other party cannot be accepted.
B. Express willingness to review the matter or concessions or benefits sought by the other party, in
the future.
C. Both A&B
D. None
41 High risk negotiation techniques include:
1.
A. Take it or leave it– This is a highly aggressive strategy that may produce anger or frustration in
the other parties.
B. Waiting until the final moment – This technique involves using stalling tactics knowing the
deadline is near.
C. Losing the temper – This is actually a sign of weakness and can be interpreted as unprofessional
and potentially manipulative. It is more likely to lead counterparties to harden their position.
D. All of the above
42 Low risk negotiation techniques include:
1.
A. Silence – This can be effective and shift the power to the one being silent. Be careful not to
provoke anger or frustrate the other parties.
B. Oh poor me –This approach could lead to sympathy although may as easily bring out the
aggressive and killer instinct nature in the other party.
C. Address the easy points first – this can help build trust and momentum towards the more
challenging issues.
D. All of the above
43 The basic third-party roles are:
1.
A. Mediator
B. Arbitrator
C. Conciliator
D. Consultant
E. All of the above
44 A mediator is a neutral third party who facilitates a negotiated solution through reasoning and
persuasion and by offering suggestions for pursuing different alternatives.
1.
A. True
B. False
45 An Arbitrator is a third party with the authority to dictate an agreement. Arbitration can be
voluntary, i.e. requested by the parties, or compulsory i.e. forced on the parties by law or contract.
1.
A. True
B. False
46 A Consultant is a skilled and impartial third party who attempts to facilitate problem-solving
through communication and analysis as he has specialized knowledge of the intricacies of the conflict.
1.
A. The above statement is correct
B. The above statement is incorrect
47 Common drivers of individual conflict might include:
1.
A. Blaming colleagues for past mistakes
B. Non-congruent goals between personal goals and commercial goals
C. The perception that someone is working harder, or longer hours, than other employees and not
being fairly rewarded
D. All of the above
48 Inter-group rivalry and conflict can arise through poor leadership and lack of effective
management. Some of the more common factors include:
1.
A. Lack of Leadership
B. Lack of Coordination
C. Incompatibility among the Staff
D. All of the above
49 The benefits that can arise from conflict include:
1.
A. Helping to bring about radical changes to alter existing power structures and entrenched attitudes
which have led to complacency in the organization.
B. Long-standing problems are brought to the surface and resolved.
C. It generates an environment where employees can test their capabilities.
D. All of the above
50 The challenges that can arise from conflict include:
1.
A. Demotivated staff
B. Internally-focused destructive decisions are taken rather than customer-focused decisions
C. Concentration of efforts within narrow group interests
D. All of the above
51 Functional (constructive) conflict is a conflict which supports the goals of the group and helps to
improve its performance. It is important to separate personalities of the parties from the issues which
cause or create conflicts.
1.
A. The above statement is correct
B. The above statement is incorrect
52 Functional conflict can contribute to improving the performance in an organization by:
1.
A. Evaluating the current position objectively and promoting reassessment of group activities and
goals as an on-going process.
B. Releasing of pent-up tensions of the participants because the individuals feel that their opinions
have received consideration.
C. Both A&B
D. None
1. What does the winner’s curse refer to
a. The tendency of negotiators to settle too quickly on an item and then subsequently to feel discomfort
about a negotiation win that comes too easily.
b. To find out that the product is faulty after buying it.
c. The tendency of negotiators to not do business again with the other company, after closing the deal.
d. To lose in the negotiation subsequent to the one that has been won. e. The tendency of negotiators to
settle too slowly on an item, thus making the other party waste time during the negotiation.
Correct A

2. What does the endowment effect refer to?

c. Endowing your company with better production infrastructure
d. Endowing your company with improved negotiation capabilities
a. Overvaluing something you own or believe you possess
b. Undervaluing something you own or believe you possess
e. The observed increase in revenue after a won negotiation

Corred A

3. Which of the following is not a characteristic of integrative negotiations?

c. Invent options for mutual gain
a. Use subjective criteria for standards of performance
b. Exchange information and ideas
d. Commit to meeting the needs of all involved parties
e. Focus on commonalities rather than differences.
Correct A

4. Lax and Sebenius made in 1986 a classification of interests. Which of the following represents their
view?
c. Nominal, real and effective interests
a. Substantive, process, relationship and ‘in principle’ interests
b. Personal interests and common interests
d. Fixed and variable interests
e. Objective and subjective interests
Correct A

5. What does logrolling refer to?

c.
Two negotiating parties have more than issue in conflict, and have the same priority on
those issues, therefore one of them concedes one of the issue to the other, and on the
second issue they compromise.
b. Two negotiating parties have one issue in conflict, and have different priorities on that
issues, therefore they compromise.
a. Two negotiating parties have more than issue in conflict, have different
priorities on these issues, therefore they trade them off: one party receives a
highly preferred outcome on one issue, whist the other party receives a
highly preferred outcome on the other issue.
d. Two negotiating parties have more than issue in conflict, and trade them off: one party
concedes on one of the issues, and the other party concedes on the other issue.
e. Moving the negotiation forward by trying for compromise in all issues negotiated.
Correct A

6. When does the Halo effect occur?

c. When people generalize about a single attribute based on the knowledge of other
a. When people generalize about a variety of attributes based on the knowledge
of one attribute of an individual.
b. When people focus on the appearance of an individual.
attributes of an individual.
d. When people believe the individual they negotiate with has extraordinary qualities and is
to be revered.
e. When people who are unskilled have a sense of superiority and behave like they are
wearing a halo
Correct A

7. When does the selective perception occur?

a. When the perceiver singles out certain information that supports or
reinforces a prior belief and filters out information that does not confirm
that belief.
b. When the perceiver presents a single item of information in order to mislead the
negotiator
c. When the perceiver focuses on a niche element, in order to shift the focus of the
discussion
d. When the perceiver disconfirms evidence by strengthening his or her beliefs
e. When the perceiver remember his or her choices as better than they actually were.

Correct A

8. Which of the following is considered an example of a frame that the parties may use in disputes?
a.
b. Inspiration
c. Adjective
d. Stereotyping Loss-gain
e. Validating

Correct A

9. Which of the following represent the biases that can threaten the email negotiations?
a. Temporal synchrony bias, Burned bridge bias, Squeaky wheel bias, Sinister
attribution
b. Belief bias, projection bias, time saving bias, unit bias
c. Choice supportive bias, IKEA effect, optimism bias, recency illusion
d. Distinction bias, negativity bias, normalcy bias, omission bias
e. Expectation bias, Dunning Kruger effect, empathy gap, hindsight bias

Correct A

10. From the point of view of the roles played by the team members, which are relationship oriented
roles?
c. Elaborating, Evaluating, Coordinating
a. Encouraging, Harmonizing, Compromising, Gatekeeping, Standard Setting
b. Initiating, information seeking, opinion seeking
d. Energizing, Blocking
e. Recognition seeker, Dominator, Avoider

Correct A

11. Which of the following is not a key process step that a chair can implement to assure having an
effective, amicable disagreement on a team?
b. Collect your thoughts and composure before speaking.
c. Try to understand the other person’s position.
a. Approach the team members separately in an attempt to support one of them
to win the argument
d. Try to think of ways that you both can win.
e. Consider how important this issue is to you.
Correct A

12. What can a group facilitator do to keep the group moving toward a successful completion?
d. Openly point out who is to blame for the missteps in negotiation
a. Shape and draft the tentative agreement.
b. Move the group towards his proposed resolution
c. Order the group to implement the steps he proposes

13. There are factors that affect how men and women approach negotiation (from a gender
perspective). Which of the following in not one of those factors?
a. View of self
b. Problem solving through dialogue
c. Perceptions and stereotypes
d. Control through empowerment
e. Embedded view of agency

Correct A

14. A certain number of assertions are known to be true about gender differences in negotiation.
Which of the following is false?
b. The negative effect of stereotypes can be overcome.
c. The activated stereotype may matter more than the gender of the negotiator.
a. Stereotypes favor the female negotiator.
d. Women who use exchange tactics are less successful than men.
e. Females are 3.5 times less likely to be hired when aggressive.
Correct A

15. What is BATNA short for?

b. Best Arbiter to a New Agreement
c. Best Analogy in a Negotiating Agreement
a. Best Alternative to a Negotiated Agreement
d. Best Alternative to No Agreement
e. It is not short for anything, it is the name of the person who first mentioned it.

Correct A

Question 16
As compared to unannounced Negotiation, formal Negotiation:
A. requires less preparation
B. is more difficult
C. is more time consuming
D. is simpler

Correct d

Question 17
Informal Negotiation involves:
A. any number of people
B. four people
C. three people
D. two people
Correct d
Question 18
Persuasion is an essential element of effective Negotiation because it helps in:

a. achieving one’s own interests

b. settling issues between two parties
c. effecting agreements and solutions in the interest of all
d. resolving disputes among people

Correct Answer c

Question 19
The final aim of Negotiation is to:

a. end a dispute
b. win at all cost
c. implement an agreement between two parties
d. reach an agreement

Correct Answer c
Question 20
A negotiation is discussed in a tone that focuses attention on the need to reach a satisfactory solution by:

a. joint problem-solving
b. making proposals
c. force
d. setting conditions

Correct Answer A

Question 21
Negotiation strategy is partly concerned with:

a. prolonging the length of the negotiation

b. ending the discussion
c. avoiding failure
d. searching for a common goal

Correct Answer d

Question 22
Negotiation implies that both parties accept that the agreement between them is:

a. final and binding

b. conditional
c. necessary
d. subject to further dispute

Correct Answer A

Question 23
One’s negotiation objective should be:

a. ideal
b. personal
c. realistic
d. social

Correct Answer
A

Question 24
In order to persuade others, facts should be discussed from the point of view of a:

a. second party
b. first party
c. third party
d. fourth party

Correct Answer A

Question 25
In negotiations, the interpretation of a cue requires skill because it may be:

a. intentional
b. ambiguous
c. behavioural
d. verbal
Correct Answer B

Question 26
Which type of negotiation is a "fixed pie" orientation to "here and now" resource allocation that tends to
be low-trust, competitive and win/lose?
Distributive Correct
Integrative Incorrect
Inclusive Incorrect
Disruptive Incorrect

________________________________________
Question 27
What style of negotiation is a leader using if she says to her team, "Meeting your needs is meeting my
needs because we are in this together"?
Distributive Incorrect
Integrative Correct
Inclusive Incorrect
Disruptive Incorrect

________________________________________
Question 28
If the negotiation process fails to produce the intended results, having a ________ ready can boost
confidence.
NTS Incorrect
NFC Incorrect
BATNA Correct
BAFTA Incorrect

________________________________________
Question 29
Which term describes the concern for a fair distribution of tangible outcomes?
Interactional justice Incorrect
Inspirational justice Incorrect
Dissociative justice Incorrect
Distributive justice Correct

________________________________________
Question 30
Aaron often ensures his employees are aware of power differences and encourages them to find an
advantageous position for personal gain. What theory is he using?
Cooperation Incorrect
Collective Incorrect
Competition Correct
Conservative Incorrect

________________________________________
Question 31
________ motivation is a positive interest in the welfare of others as well as your own.
Cooperative Correct
Individualistic Incorrect
Conservative Incorrect
Competitive Incorrect

________________________________________
Question 32
A negotiator who thinks he is facing a competitive opponent tends to behave less ________ and achieves
lower outcomes.
cooperatively Incorrect
competitively Correct
individualistically Incorrect
logically Incorrect

________________________________________
Question 33
________ is the ability to influence decision making.

BATNA Incorrect
Advocacy Incorrect
Power Correct
Compliance Incorrect
________________________________________
Question 34
Casey thinks his employee, Janice, is lazy and unmotivated while Janice thinks Casey is indifferent to her
well-being. What type of triangulation are Casey and Janice caught in?
Positive triangulation Incorrect
Normative triangulation Incorrect
Negative triangulation Correct
Procedural triangulation Incorrect

________________________________________
Question 35
From a systems perspective, what type of culture is a person who places a high value on formality and
relationships and defers to societal expectations most likely from?
Collectivist Correct
Individualist Incorrect
Moralist Incorrect
Capitalist Incorrect

________________________________________
36 What is Negotiation?
1.
A. Negotiation can be defined as a basic means of getting what you want from others.
B. It is back-and-forth communication designed to reach an agreement
C. Negotiation is a method by which people settle differences. It is a process by which compromise
or agreement is reached while avoiding argument and dispute.
D. All of the above
37 The various stages of the negotiation process are:
1.
1.
I. Preparation and Planning
II. Definition of Ground Rules
III. Clarification and Justification
IV. Bargaining and Problem Solving
V. Closure and Agreement
1.
A. All of the above
B. (I) and (IV) only
C. (I) (IV) and (V) only
D. None
38 Distributive bargaining and integrative bargaining are the two approaches typically adopted in
the negotiation process.
1.
A. True
B. False
39 The ability to negotiate requires a blend of interpersonal and communication skills used together
to achieve the desired result. Which of the following are the traits of an effective negotiator?
1.
A. Negotiators must have the skills to analyse a problem to determine the interests of each
stakeholder in the negotiation.
B. Effective negotiators are able to listen actively to other parties during the debate, reading their
body language as well as listening to the verbal communication.
C. Effective negotiators are able to maintain good working relationships with those involved in the
negotiation process.
D. All of the above
40 Some of the measures that a skilled negotiator may adopt to avoid a deadlock in the final stages
of negotiations include:
1.
A. Offer a comprehensive and convincing explanation of the reasons why the concessions sought
by the other party cannot be accepted.
B. Express willingness to review the matter or concessions or benefits sought by the other party, in
the future.
C. Both A&B
D. None
41 High risk negotiation techniques include:
1.
A. Take it or leave it– This is a highly aggressive strategy that may produce anger or frustration in
the other parties.
B. Waiting until the final moment – This technique involves using stalling tactics knowing the
deadline is near.
C. Losing the temper – This is actually a sign of weakness and can be interpreted as unprofessional
and potentially manipulative. It is more likely to lead counterparties to harden their position.
D. All of the above
42 Low risk negotiation techniques include:
1.
A. Silence – This can be effective and shift the power to the one being silent. Be careful not to
provoke anger or frustrate the other parties.
B. Oh poor me –This approach could lead to sympathy although may as easily bring out the
aggressive and killer instinct nature in the other party.
C. Address the easy points first – this can help build trust and momentum towards the more
challenging issues.
D. All of the above
43 The basic third-party roles are:
1.
A. Mediator
B. Arbitrator
C. Conciliator
D. Consultant
E. All of the above
44 A mediator is a neutral third party who facilitates a negotiated solution through reasoning and
persuasion and by offering suggestions for pursuing different alternatives.
1.
A. True
B. False
45 An Arbitrator is a third party with the authority to dictate an agreement. Arbitration can be
voluntary, i.e. requested by the parties, or compulsory i.e. forced on the parties by law or contract.
1.
A. True
B. False
46 A Consultant is a skilled and impartial third party who attempts to facilitate problem-solving
through communication and analysis as he has specialized knowledge of the intricacies of the conflict.
1.
A. The above statement is correct
B. The above statement is incorrect
47 Common drivers of individual conflict might include:
1.
A. Blaming colleagues for past mistakes
B. Non-congruent goals between personal goals and commercial goals
C. The perception that someone is working harder, or longer hours, than other employees and not
being fairly rewarded
D. All of the above
48 Inter-group rivalry and conflict can arise through poor leadership and lack of effective
management. Some of the more common factors include:
1.
A. Lack of Leadership
B. Lack of Coordination
C. Incompatibility among the Staff
D. All of the above
49 The benefits that can arise from conflict include:
1.
A. Helping to bring about radical changes to alter existing power structures and entrenched attitudes
which have led to complacency in the organization.
B. Long-standing problems are brought to the surface and resolved.
C. It generates an environment where employees can test their capabilities.
D. All of the above
50 The challenges that can arise from conflict include:
1.
A. Demotivated staff
B. Internally-focused destructive decisions are taken rather than customer-focused decisions
C. Concentration of efforts within narrow group interests
D. All of the above
51 Functional (constructive) conflict is a conflict which supports the goals of the group and helps to
improve its performance. It is important to separate personalities of the parties from the issues which
cause or create conflicts.
1.
A. The above statement is correct
B. The above statement is incorrect
52 Functional conflict can contribute to improving the performance in an organization by:
1.
A. Evaluating the current position objectively and promoting reassessment of group activities and
goals as an on-going process.
B. Releasing of pent-up tensions of the participants because the individuals feel that their opinions
have received consideration.
C. Both A&B
D. None
53 The classic approach to resolving conflict is:
1.
1.
I. Set the scene
II. Gather information
III. Agree on the problem
IV. Brainstorm possible solutions
V. Negotiate a solution
1.
A. All of the above
B. (I) and (V) only
C. (I) (III) and (V) only
D. None
1. Two commonly faced problems in the Sales are –

a. Lack of training

b. Resistance to selling

c. Making the service tangible

d. Sales promotion

Ans. a

2. Sales promotion tools not aimed at one tools is –

a. Customers

b. Incentives

c. Intermediaries

d. Salesforce

Ans. b

3. The most important objectives of _____ is to convince customers to make a purchase.

a. Direct marketing

b. The person selling

c. Person to person communication

d. Integrating programs

Ans. B

4. How profitable a given customer is over time defines your _____.

a. Assessment

b. Cycle efficiency

c. Follow up

d. Lifetime value

Ans. D

5. When a player assumes more of a leadership role on a team, It is called_____.

a. Stepping up

b. Stepping stone

c. Follow the leader

d. None of the above

Ans. A

6. We should lead from the right brain and manage from the _____.

a. Central brain

b. Whole-brain

c. Left brain

d. Right brain

Ans. C

7. The second critical skill for personal management is _____.

a. Thread

b. Producer

c. Subordinates

d. Delegation

Ans. D

8. Delegation can b classified into –

a. Supervision of efforts

b. Stewardship

c. Micromanaging

d. Scheduling

Ans. a
10. ____ is a flexible programme consisting of six elements that better enable store staff to meet the
needs of customers.

a. BCD

b. LME

c. ACE

d. EPS

Ans. C

11. System has helped companies to_____.

a. Increase sales

b. Expand more efficiently

c. Reducing training and development cost

d. All of the above

Ans. D

12. No hype no pressure just excellent_____ built around credibility and integrity.

a. Goods

b. Services

c. Talk

d. Think

Ans. B

13. A new retired sales consultant for a daily newspaper trips to mind was_____.

a. Gallatin

b. Fred

c. Rich

d. None of the above

Ans. B
14. Fish believes in the concept of _____.

a. Cooperation

b. Coordination

c. Teamwork

d. Mutual trust

Ans. D

16. Pay for the point of persuasion is the rule of_____.

a. Finger

b. Purchase

c. Thumb

d. Satisfaction

Ans. C

17. E-Commerce is the primary sales link with the customer, but customers must be convinced to sin up
is known as _____.

a. Signing up

b. Matriculation selling

c. Forward selling

d. Cross-selling

Ans. B

18. Two most common errors are –

a. Land lording

b. Appeasement pay

c. Sales expenses

d. Buying decisions

Ans. a & b
19. Once monetary needs are realized_____ needs can be realized with sales incentives.

a. Social acceptance

b. Personal esteem

c. Psychic income

d. Self realization

Ans. C

20. Behavioral model is given by _____.

a. B.F. Skinner’s

b. Fried

c. Meredith

d. Maritz

Ans. A

21._____ is the companion of a surprising number of sales professionals.

a. Negotiation

b. Fear

c. Desire

d. Pride

Ans. B

22. _____ is a routine job.

a. Negotiation

b. Desire for recognition

c. Sales

d. Incentive program

Ans. C
23._____ are important & provide accountability to promote entrepreneurial spirit and reduce turnover.

a. Trends

b. Projections

c. Benchmarks

d. Territories

Ans. D

24. Finding and visualizing groups of facts not previously known is –

a. Sequences

b. Clustering

c. Forecasting

d. Associations

Ans. B

25. _____ contains department or division-wide information.

a. Data mining

b. Data warehousing

c. Datamart

d. Data clustering

Ans. C

26. Logistics can be classified into –

a. One that is linked to operations

b. That is linked to strategy

c. That is linked to forecasting

d. That is linked to responsibility

Ans. a & b
27. Modes of transaction available in logistics are not include –

a. Rail

b. Road

c. Air

d. Water

e. Ship

f. Pipeline

Ans. E

28. Transportation is used by businesses for the delivery of goods from distant suppliers.

a. Air

b. Sea

c. Rail

d. Road

Ans. B

29. The philosophy of _____ is based on the principle of less quantity is lesser interval resulting in more
deliveries.

a. VMI

b. JIT

c. TQM

d. SCM

Ans. B

30. Basic functions in warehousing are –

a. Handling

b. Storage

c. Information transfer
d. All of the above

Ans. D

31. Key influencer for consumer services and entertainment can be –

a. Family & friends

b. Retailers & store staff

c. Specifiers

d. None of the above

Ans. A

32. Priceline.com is a market of _____.

a. BZC operation

b. BZB auctions

c. CZB auctions

d. CZC format

Ans. C

d. Wholesaler

Ans. C

34._____ base on early, frequent and proactive involvement with key suppliers to develop a partnership
for improvement.

a. GSE approach

b. SER approach

c. HR’s approach

d. HP’s approach

Ans. D

35. This is not the type of supply chain.

a. Ripe supply chains

b. Internal supply chain

c. Network oriented supply chain

d. Value chains

Ans. C

36._____ bridges the gap between consumer demand and producer supply.

a. Courier

b. Transportation

c. Inventory

d. Logistics

Ans. D

37._____ becomes the amount a customer is willing to pay for the product/service provided by the
supplier.

a. Value

b. Money

c. Cost

d. Interest

Ans. A

38. Information flows can be categorized as –

a. Strategy

b. Tactical

c. Functional

d. Operational

Ans. a, b, d

39. Make versus buy –

a. Operational decision
b. Strategic decision

c. Functional decision

d. Tactical decision

Ans. B

40. Capturing, analyzing and disseminating the right _____ is key to the success of any operation.

a. Data

b. Information

c. Demand & supply

d. None of the above

Ans. B

41._____ and sourcing are important elements in the packages as they reflect specific aspects of the
product.

a. Packaging

b. Pricing

c. Distribution

d. Supplying

Ans. B

42. The _____ is that the value chain may be used to identify and understand the specific sources of
competitive advantages.

a. Kotler’s agreement

b. Fried agreement

c. Porter’s agreement

d. None of the above

Ans. C

43. The selling process starts with

a. Pre-sale preparation
b. Prospecting

c. Objectifying

d. Demo

44. The phase in selling process in which sales person gathers as much information about the
prospective client before the sales is called:

a. Pre-approach

b. Prospecting

c. The approach

d. None of the above

45. Resilience as quality of salesperson means

a. approachable

b. great personality

c. not getting easily disheartened

d. all of the above

46. The salesperson whose potential customer is not the actual user of the product is said to be in

a Missionary Selling

b. New Business Selling

c. Creative Selling

d. Main selling

47. What is/are NOT the quality/qualities essential for a salesperson?

a. Communication skills

b. Aggressiveness

c. Persuasive skills

d. Knowledgeable
48. Modern salesperson builds __________________ by listening to their customers, assessing customer
needs, and organizing the company’s efforts to solve customer problems.

a. Profits

b. Territories

c. Perks

d. Relationships

49. All the following are among chief activities of a salesperson Except

a. Profit Analysis

b. Prospecting

c. Servicing

d. Gathering Information

50. Which of the following is NOT cited as characteristic of a successful salesperson?

a. Enthusiasm

b. Persistence

c. Loners

d. Independent

51. The best salesperson possess some key qualities. Which of the following may not be among these
key talents?

a. The ability to close a sale

b. A disciplined work style

c. The ability to talk, and then talk some more….

d. Intrinsic Motivation

52. Which of the following is not a main objective of personal selling?

a. Generate sales
b. Inform Customers

c. Build Relationships

d. Build awareness & appreciation for company’s products

53. Which of the following is the major advantage of personal selling?

a. Reach and Frequency

b. Targeted message

c. Low cost

d. None of the above

54. The various stages of the personal selling process are illustrated below. Which of these are not
specific roles of the sales representative?

a. Devising product strategy

b. Prospecting.

c. Initiating contact

d. Sales presentation

e. Negotiating and closing the sale

55. At which stage in the personal selling process do you search for and qualify potential customers

a. Prospecting

b. Preapproach

c. Introduction

d. Initial canvassing

e. Planning stage

56. Personal selling involves the two-way flow of communication between a buyer and seller, often in a
face-to-face encounter, designed to influence a person's or a group's:

a. self-esteem.

b. team spirit.
c. relationship mode

d. purchase decision

57. Identifying the prospect's role in the buying centre would be typically done in which stage of the
personal selling process?

a. Prospecting

b. Preapproach

c. Presentation

d. Close

58. At which stage of the personal selling process would you obtain a purchase commitment from the
prospect?

a. Approach

b. Presentation

c. Close

d. Follow-up e. Sale

59. An effective sales plan objective should be:

a. precise, measurable, and time specific

b. general, measurable, and flexible.

c. profitable, subjective, and measurable.

d. precise, profitable, and flexible

60. ‘Big Pot’ strategy is

a. Giving all the discounts at one go

b .Not giving discounts at all

c. Keeping a room big enough for the salesperson for some negotiation.

d. None of the above

61. Handling the sales contract to sign falls under

a. Regular sale closure

b. Assumptive sale closure

c. Early sale closure

d. Late sale closure

62. Dyads are :

a. Daily routines of salesperson

b. Time mapping for sales

c. Buyer seller interactions

d. Creativity partners

62. In service & solution selling

a. customer feels he is intruded

b. customer does not come with specific set of problems

c. service management is the key

d. standard products are given to the customer

63. Vendors are not concerned with

a. profit potential

b. product quality

c. price of the product

d. appearance or presentation of the product

64. When should the first round of incentives given to the vendors?

a. on target achievement

b. after a few months

c. in the beginning of the relationship

d. after half of the target stands achieved

65. Persuation is:

a. to pester continuously

b. to have a point of view

c. process aimed at changing a person’s attitude

d. logical reasoning

66. What is/are the task/s of sales representative?

a. Presentation & Demonstration of products.

b. Prospecting Clients; Maintaining relationships with them

c. Informing customers; Information gathering

d. All of the above