MARK 3337 Test 3 Ch. 10-12

Which of the following statements concerning selling in England is true? A) In England, it is poor manners to discuss business after the business day. B) You should expect a quick decision on the part of the client. C) The British are fine with informal introductions. D) Critiquing the competition's offering is acceptable and even expected. E) The British tend to be very expressive and casual.

A) In England, it is poor manners to discuss business after the business day.

Obtaining permission to ask questions is one way of transitioning from the: A) approach B) close C) presentation D) negotiation E) demonstration

A) approach

The step in the Presentation Plan involving reviewing goals and making initial contact is the: A) approach B) presentation C) demonstration D) negotiation E) close

A) approach

All of the following thought patterns may be responsible for sales call reluctance EXCEPT: A) fear of showing the product B) fear of taking risks C) fear of group presentations D) lack of self-confidence E) fear of rejection

A) fear of showing the product

Words or phrases that suggest pictorial relationships between objects and ideas are called: A) metaphors B) abstract expressions C) conjunctions D) modifiers E) picturesque language

A) metaphors

If a customer becomes used to the high quality of service and begins to view the service as a commodity, a salesperson should: A) periodically remind the customer of the value-added by the service B) ask the customer to switch to another provider C) give the customer a price discount D) perform a persuasive presentation E) reinforce the customer's loyalty with presents

A) periodically remind the customer of the value-added by the service

The act of presenting product appeals so as to influence the prospect's beliefs, attitudes, or behavior to encourage the buyer to make a buying decision is referred to as which of the following presentations? A) persuasive B) reminder C) media D) informative E) customer

A) persuasive

Raymundo is trying to develop a presentation strategy. One of the prescriptions he should follow is: A) prepare objectives B) become a product expert C) configure value-added solutions D) discover customer needs E) recognize closing cues

A) prepare objectives

Sometimes used in conjunction with company supplied forms, these types of questions are often used in service, retail, wholesale, and manufacturing selling: A) preplanned questions B) problem questions C) implication questions D) organization questions E) specific benefit questions

A) preplanned questions

If the customer's problem is not solved by any of the products or services the salesperson sells, then it is appropriate for the salesperson to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

A) recommend another source

An approach that involves using the good will of a third party to make contact with the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

A) referral approach

Japanese business etiquette dictates that: A) the use of first names not take place until an invitation to do so is extended B) the individual is more important than the group C) aggressive sales techniques be employed D) business cards be exchanged and then placed in the pocket E) the sales cycle be shortened as much as possible

A) the use of first names not take place until an invitation to do so is extended

Which of the following prescriptions is part of the presentation strategy? A) Build a strong prospect base. B) Prepare a presale presentation plan needed to meet objectives. C) Assume a role of mentor and associate. D) Project a positive sales image. E) Focus on relationships.

B) Prepare a presale presentation plan needed to meet objectives.

The process of sending back to the prospect what you as a listener think the person meant, both in terms of content and in terms of feelings, is referred to as: A) surveying B) active listening C) probing D) configuring a solution E) interaction

B) active listening

One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting. Which of the following approaches is this? A) product demonstration B) agenda C) social D) referral E) customer benefit

B) agenda

The six-step presentation plan includes which of the following steps: A) rehearsing, initial contact, presenting, demonstrating, closing, and servicing B) approach, presentation, demonstration, negotiation, close, and servicing the sale C) custom fitting, presentation, demonstration, negotiating, communicating, and closing D) initial contact, presentation, demonstration, communication, closing, and servicing E) preapproach, approach, rehearsing, presentation, negotiation, and closing

B) approach, presentation, demonstration, negotiation, close, and servicing the sale

The philosophy of the training course Action Selling is that the key to sales success is: A) telling customers about the product B) asking customers questions C) closing deals with customers D) providing adequate reasoning E) making many sales calls

B) asking customers questions

The dimensions of need discovery include all of the following EXCEPT: A) asking appropriate questions B) configuring a solution C) listening to customer response D) establishing a buying motive E) acknowledging customer response

B) configuring a solution

Salespeople should make benefit statements that: A) cannot be matched by competitors B) match the specific needs of the customer C) match the needs of the typical buyer D) are included as part of every presentation E) are mostly true

B) match the specific needs of the customer

Yvette has been told by her sales manager that she should use more "figurative language" during her sales presentations. Yvette should increase her use of: A) emotional link B) metaphors C) bridge statements D) persuasive words E) features

B) metaphors

The step in the Presentation Plan involving determining needs, selecting a solution, and showing the product to the customer is the: A) approach B) presentation C) demonstration D) negotiation E) close

B) presentation

An approach that gets the prospect thinking about a problem the salesperson can solve is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

B) question approach

Practicing an approach before making initial contact is beneficial because: A) optimism is crucial to successful selling B) rehearsal reduces the chances that you will make a mistake C) you will rehearse so much that the presentation will sound "canned" D) some anxiety is normal E) it helps you develop a deeper commitment to your goals

B) rehearsal reduces the chances that you will make a mistake

Although it seems counter-intuitive, one way to strengthen a customer relationship is to recommend: A) that the customer purchase large volumes B) that the customer purchase from another source C) that the customer be serviced by a different salesperson D) that the customer be dropped if it is not profitable E) the the customer be given presents

B) that the customer purchase from another source

Which of the following statements is FALSE? A) The inflexible canned sales presentation violates the major tenets of consultative selling. B) Some sales presentations require a team approach. C) Salespeople should concentrate on a single objective for each sales call. D) Increasingly, there are more decision-makers involved in selling situations. E) A receptionist or secretary can control who meets with a decision maker.

C) Salespeople should concentrate on a single objective for each sales call.

All of the following are practices that should be used when making a telephone contact EXCEPT: A) politely identify yourself and the company you represent B) confirm the appointment with a brief note, e-mail message, or letter C) avoid telling the person how much time the appointment may take D) state the purpose of your call and explain how the prospect can benefit from a meeting E) thank the person for taking your call

C) avoid telling the person how much time the appointment may take

The major purpose of the approach is to: A) build desire for your product B) encourage the prospect to buy your product C) capture the prospect's full attention and build interest in the product D) gather facts about the prospect's authority to buy your product E) get attention any way possible

C) capture the prospect's full attention and build interest in the product

A salesperson who represents a company with many products will need to make decisions to: A) sell the products that have the highest profit margin B) sell the customer the products that everyone buys C) configure a solution for the customer D) create value by including all the products in the solution E) sell the highest dollar value within budget constraints

C) configure a solution for the customer

The step in the Presentation Plan involving deciding what to demonstrate and choosing selling tools is the: A) approach B) presentation C) demonstration D) negotiation E) close

C) demonstration

A presentation strategy that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

C) informative presentation strategy

Of the principles listed below, the best principle to follow to make your presentations effective is to: A) be technical; show the prospect your knowledge of the product B) emphasize your product's features C) keep it simple and straightforward D) only use information-gathering questions E) use charts or presentation software

C) keep it simple and straightforward

Reminder presentations are often performed by: A) call center employees B) sales managers C) missionary salespeople D) technical employees E) marketing managers

C) missionary salespeople

An approach that goes directly to showing the product to the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

C) product demonstration approach

Trish asks her customer, "Who do you buy your supplies from now?" Which type of question is this? A) confirmation B) probing C) survey D) need-satisfaction E) referral

C) survey

A major reason for using summary confirmation questions is to clarify and confirm: A) a benefit B) a feature C) the customer's several buying conditions D) the customer's perception of your product E) a need

C) the customer's several buying conditions

It is vital to treat secretaries, assistants, and receptionists with respect because: A) they are a central part of the buying center B) they usually have decision making powers C) they control your access to the decision makers D) they have final sign-off on purchases E) they will be the end-users of your product

C) they control your access to the decision makers

________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.

Confirmation

Which of the following statements indicates the salesperson is using the "survey" approach? A) "Would you be interested in a security system that is currently used by most major banks in America?" B) "Tammy Williams, buyer for the Mayfield Company, has been very pleased with our line of drapes and suggested I arrange to show you our products." C) "I am anxious to show you our newest copy machine." D) "I want to study your traffic patterns to be sure that our product meets your needs." E) "Please accept this sample of our floor cleanser."

D) "I want to study your traffic patterns to be sure that our product meets your needs."

An example of a probing question would be: A) "What amount of time do you currently spend on the telephone?" B) "What type of security system do you currently use?" C) "Would you like me to write up the order?" D) "Would a 20 percent reduction in turn-around time improve your profit picture?" E) "Can I show you how our product works?"

D) "Would a 20 percent reduction in turn-around time improve your profit picture?"

Which of the following is an effective suggestion for dealing with sales call reluctance? A) Try to avoid feeling anxious about the initial contact. B) Do not anticipate success because you may become overconfident. C) Avoid the loss of spontaneity that often comes with a well-rehearsed approach. D) Develop a deeper commitment to your goals. E) Develop a healthy sense of realism about your prospects.

D) Develop a deeper commitment to your goals.

The statement, "This product is convenient, priced right and ready to use," is an example of which of the following approaches? A) premium B) survey C) product D) benefit E) systems

D) benefit

The connectors between your messages and the internal emotions of the prospect are called: A) metaphors B) appeals C) stories D) emotional links E) testimonials

D) emotional links

Which type of questions help the salesperson discover facts about the buyer's existing situation, and are often the first step in the partnership-building process? A) confirmation questions B) closed questions C) open questions D) general survey questions E) probing

D) general survey questions

In the field of personal selling, persuasion: A) does not belong in a consultative style sales presentation B) will offend many customers who want to make up their own mind C) seldom achieves the goal of closing the sale D) is an acceptable strategy once a need has been identified and a suitable product has been selected E) is considered old-fashioned

D) is an acceptable strategy once a need has been identified and a suitable product has been selected

The step in the Presentation Plan involving anticipating buyer concerns and using the win-win methods is the: A) approach B) presentation C) demonstration D) negotiation E) close

D) negotiation

A presentation strategy that influences the prospect's beliefs, attitudes, or behavior and encourages buyer action is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

D) persuasive presentation strategy

If the customer is aware of the problem and the salesperson sells a product that can solve the problem, the salesperson should: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

D) recommend the solution immediately

A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

D) survey approach

Preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service are the three parts of: A) the customer alliance B) the presale approach C) the presentation plan D) the presentation strategy E) the follow-up

D) the presentation strategy

All of the following are examples of a presentation objective EXCEPT: A) obtain personal and business information to establish the customer's file B) establish rapport with the customer C) provide value justification in terms of cost reduction and increased revenues D) begin building a relationship with the customer E) acquire information needed for a routing plan

E) acquire information needed for a routing plan

The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the: A) approach B) presentation C) demonstration D) negotiation E) close

E) close

A major reason for asking survey questions is to: A) find out if the customer possesses a view point that may serve as a barrier to closing a sale B) find out if your message is getting through C) qualify the prospect D) confirm that the prospect understands the basic facts about the product E) collect basic facts about the buyer's existing situation and problem

E) collect basic facts about the buyer's existing situation and problem

Research studies indicate that the referral approach is effective because: A) customers let their guard down when a third party is mentioned B) customers know that the viewpoint of a third party is always accurate C) customers always respect the opinions of a third party D) customers seldom trust a salesperson, but do trust a third party E) customers will be far more impressed with your good points if they are presented by a third party rather than by you

E) customers will be far more impressed with your good points if they are presented by a third party rather than by you

In a situation in which the customer may not be fully aware of a problem, the salesperson will need to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

E) define the problem and recommend the solution

Before the salesperson makes an approach, he or she needs to plan the: A) implementation B) solution C) presentation D) close E) pre-approach

E) pre-approach

25) An approach that involves giving the customer free samples of the product is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

E) premium approach

A presentation strategy that maintains an ongoing awareness and familiarity with product lines, often after the sale, is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

E) reminder presentation strategy

Which of the following is NOT usually an area of negotiation before the close? A) product B) price C) source D) time E) research

E) research

Which of the following is NOT one of the parts of the Consultative Sales Presentation Guide? A) selection of the solution B) servicing the sale C) need satisfaction D) need discovery E) strategic planning

E) strategic planning

The statements, "The certificate of deposit represents a safe investment, but you may want to examine some options that will give you a better return on your investment. Completion of our Financial Planning Profile questionnaire can help us identify investment options," provide an example of: A) a comment on here-and-now observation approach B) the question approach C) the survey approach D) the method approach E) the combination approach

E) the combination approach

As a general rule, we can close more sales by: A) increasing the amount of time we spend telling customers about product features B) increasing the number of facts and figures we use in the presentation C) decreasing the time allocated to active listening D) decreasing the amount of detail in the sales presentation E) using confirmation questions to determine if we are on the right track

E) using confirmation questions to determine if we are on the right track

A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.

False

A well-rehearsed approach should be avoided because it will sound too impersonal.

False

Customer service provides little opportunity to add value.

False

In English business settings, a hard sell is the best approach.

False

In a single sales call or a multicall situation, the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.

False

Multi-call sales presentations are common in many areas, but not in the retail field.

False

Note taking is necessary in every sales presentation.

False

Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

False

The objectives for the sales presentation are developed after completion of the presentation plan.

False

The presentation strategy should be developed before the relationship, product, and customer strategy in order to have an effective plan.

False

The question, "Do you use spreadsheet software?" is an example of a probing question.

False

The sale of highly technical products begins with the use of highly persuasive presentation objectives.

False

The six parts of the presale presentation plan checklist represent new additions to the sales training literature.

False

To avoid confusing the prospect it is recommended that sales personnel not use combination approaches.

False

________ presentations emphasize factual information that is often taken from technical reports and company-prepared sales literature.

Informative

________ ________ is the author of the book entitled Spin Selling.

Neil Rackham

Preparation for the actual sales presentation is a two-part process. Part one is referred to as the ________ and part two is called the ________.

Pre-approach; Approach

Approach, presentation, demonstration, negotiation, close, and servicing the sale are steps in the Six Step ________ ________.

Presentation Plan

If a salesperson asks, "How do you feel about using a computer to keep your expense records?", he or she is using a ________ question.

Probing

Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.

Question

When you use the ________ approach, your opening statement should include a direct reference to the third party.

Referral

________ presentations are sometimes a dimension of service after the sale.

Reminder

______________, not to be confused with telemarketing, include many of the same elements as traditional sales.

Telesales

"Would this computer software meet your current business needs?" is an example of a confirmation question.

True

A commonly-used tactic to transition from the approach to the presentation is to restate the purpose of the sales call.

True

A good way to get the prospect's attention would be to use the customer benefit approach.

True

An informative presentation is one type of need-satisfaction presentation.

True

CRM software can help salespeople plan better sales calls.

True

Consultative selling focuses on identification of the customer's problem and finding a solution.

True

Need identification begins during the approach, if the salesperson uses a survey during the initial contact with the customer.

True

Probing questions help you to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.

True

Research indicates that appeals made at the beginning or end of a presentation are more effective than those given in the middle.

True

Sales teams can often uncover problems, solutions, and sales opportunities that no individual salesperson could discover working alone.

True

Team selling is ideally suited to organizations that sell complex and/or customized products and services.

True

The persuasive presentation, when handled properly, does not trigger fear or distrust.

True

The premium approach involves giving the customer a free sample or an inexpensive gift.

True

The survey approach is generally a nonthreatening way to open a sales call.

True

The transition from the pre-approach to the approach is sometimes blocked by sales call reluctance.

True

Tom Reilly, author of Value-Added Selling, says, "Value-added salespeople sell three things: the product, the company, and themselves."

True