CH.10

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."

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

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.

Develop a deeper commitment to your goals.

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.

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

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.

Prepare a presale presentation plan needed to meet objectives.

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

Presentation Plan

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.

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

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

Telesales

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

acquire information needed for a routing plan

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

agenda

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

approach

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

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

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

avoid telling the person how much time the appointment may take

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

benefit

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

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

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

close

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

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

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

demonstration

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

fear of showing the product

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

negotiation

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

persuasive

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

preapproach

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

preapproach; approach

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

premium approach

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

prepare objectives

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

presentation

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

product demonstration approach

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

question

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

question approach

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

referral

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

referral 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

rehearsal reduces the chances that you will make a mistake

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

survey approach

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

the combination 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 followup

the presentation strategy

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

they control your access to the decision makers