Derby Exam 2 Review
___________________________ should be viewed as opportunities to prove your product is a good investment. a. Employee dissatisfaction and complaints b. Salesperson energy and commitment related to work hours c. Competitor production and manufacturing d. Buyer lifestyle and ethics related to ideals e. Buyer concerns and need resistance related to price
Buyer concerns and need resistance related to price
________ involves selling products that are not directly associated with products that you have sold to an established customer. a. Suggestion selling b. Full-line selling c. Upselling d. Cross-selling e. Recommendation selling
Cross-selling
Salespersons need to be attentive and use observation to recognize closing clues. An important personality trait that salespeople need is ________ to help them recognize closing clues. a. determination b. a positive attitude c. perceptiveness d. empathy e. self-awareness
empathy
Solution selection is an important function of the salesperson. Salespeople who have the ability to ________ achieve the status of trusted advisor. a. make a compelling sales presentation b. make promises concerning after-the-service sale c. create an attractive pricing and contracting package d. conduct a value-added needs analysis e. offer expedited delivery options
conduct a value-added needs analysis
Buyers often require reassurance that they have done the right thing after saying yes. The step in the closing process that offers reassurance is called the _______ step. a. reassurance and gratitude b. summary c. confirmation d. recap of the buying decision e. buyer satisfaction reassurance
confirmation
Some organizations link the qualifying process with the need discovery step in the ________ process. a. consultative sales b. overall sales planning and approach c. transactional sales d. retail sales e. research and development
consultative sales
The ___________ approach is also referred to as the elevator speech. a. referral b. question c. agenda d. product demonstration e. customer benefit
customer benefit
The two major contributors to relationship quality, ________, can be enhanced by the salesperson. a. product delivery and trust b. customer satisfaction and information c. customer satisfaction and communication d. product development and trust e. customer satisfaction and trust
customer satisfaction and trust
It can be four to five times more expensive to _____. a. have a liberal return policy b. find a new customer c. keep a satisfied customer d. use foreign-based customer service e. create magazine advertising
find a new customer
Personal visits, telephone calls, email messages, letters and cards, and call reports are examples of ________, which strengthen the partnership and add value. a. follow-through b. expansion selling c. follow-up d. partner communications e. customer public relations
follow-up
Often, the type of leads known as referrals result in______________ a. higher close rates, larger sales, and longer sales cycles b. lower close rates, larger sales, and shorter sales cycles c. higher close rates, smaller sales, and shorter sales cycles d. negative close rates, lower quality sales, and extended sales cycles e. higher close rates, larger sales, and shorter sales cycles
higher close rates, larger sales, and shorter sales cycles
One of the MOST important personality traits salespeople need is ________, which is especially helpful in recognizing closing clues. a. perceptiveness b. empathy c. a positive attitude d. self-awareness e. determination
empathy
A(n) ____________________________ consultative sales process is an important key to success in personal selling. a. well-planned and well-executed b. traditional c. well-intended and unexecuted d. off-the-cuff e. nontraditional
well-planned and well-executed
Being a salesperson who ________ is a major factor underlying repeat sales. a. is a customer advocate b. is service-oriented c. makes sure customers are pleased d. makes sure warranties and guarantees are upheld e. pays attention to detail
is a customer advocate
The starting point for need discovery is developing a________. a. listening attitude b. sales plan presentation c. cooperative attitude d. customer focus attitude e. customer relationship
listening attitude
One of the major factors in repeat sales is a _____________ that is a customer advocate. a. friend b. salesperson c. manager d. customer e. competitor
salesperson
Bringing new insights to customers regarding ________ creates value for them. a. information about your delivery and distribution options b. the competitor's products and services c. their buying problem and enhanced solutions d. the advantages of your products or services e. your pricing and contracting structure
their buying problem and enhanced solutions
The greatest time investment in personal selling is ________. a. in planning the product configuration and requirements b. the contracting process c. setting up the product delivery and after-the-sale service requirements d. the front-end of the sales process e. the planning of the sales presentation
the front-end of the sales process
When a salesperson uses active listening, he or she ________. a. listens for key closing signals and agreement b. "sends back" to the prospect what he or she heard about the prospect's pricing requirements c. sends back what the prospect said about product specifications d. makes assumptions about what the prospect meant e. "sends back" to the prospect what he or she as a listener thinks the prospect meant
"sends back" to the prospect what he or she as a listener thinks the prospect meant
The salesperson must answer one very important question before developing the presentation plan: ________. a. Do these activities relate to the customer's buying process? b. Have I correctly determined the customer's needs? c. Can manufacturing deliver on the product requirements? d. Are both the sales team and customer service prepared to provide after-the-sale service? e. Does my company's products meet the customer's requirements?
Do these activities relate to the customer's buying process?
________ minimize the possibility that you will spend more time discussing features that provide no benefit to the customer. a. Effective precall preparation and well-executed need discovery b. A creative presentation and discussion about previous product solutions c. Effective precall presentation and general need discovery d. An established customer relationship and a creative presentation e. Need discovery through market research and general product solutions
Effective precall preparation and well-executed need discovery
_____________________________ have played an important role in increasing sales force productivity. a. Online presentation technologies and presentation software b. More managers and more micro-management c. More hiring and less training d. Less hiring and more training e. Fewer managers and less micro-management
Online presentation technologies and presentation software
__________ is the lifeblood of selling a. Closing deals b. Pipeline development c. Prospect identification d. Sales goal achievement e. relationship selling
Prospect identification
When a salesperson identifies and develops potential customers, it is an important part of ______ a. the sales strategy b. creating a large pipeline c. achieving sales goals d. the customer strategy e. achieving strategic objectives
The customer strategy
In the eyes of most customers, value is more important than price. Always try to position your product with ________. a. a convincing value proposition b. comprehensive features and benefits c. outstanding customer service and after-the-sale maintenance d. warranties e. easy financing or credit terms
a convincing value proposition
Need discovery is sometimes called ________. a. the solution process model b. a sales opportunity analysis or sales opportunity assessment c. the need solution process model d. market opportunity analysis or market opportunity assessment e. a needs analysis or needs assessment
a needs analysis or needs assessment
Studies indicate that the favorable testimony of ________ can be an effective method of responding to buyer resistance. a. your marketing department b. your senior-level management team c. your research and development team d. a neutral third party e. your engineering department
a neutral third party
Establishment of objectives for the sales presentation and preparation of the presentation plan must be guided by ____________ . a. assuring that the product matches customer specifications b. the desire to deliver on the promises made in the sales presentation c. a strong desire to make sure goals are achieved d. a strong desire to provide outstanding customer service e. assuring that pricing meets customer specifications
a strong desire to provide outstanding customer service
When you are working on a large, complex sale, you should try to ________ throughout the sales process. a. achieve small incremental agreements on product specifications b. achieve incremental commitment c. get to the next step of the process without gaining commitment d. obtain incremental agreement on specific features and benefits e. get incremental agreement on pricing
achieve incremental commitment
Every aspect of the sales presentation should be ________. a. adapted by the salesperson to fit predetermined customer needs b. adapted to the needs or problems identified by prospect and salesperson c. a template format that the salesperson has used in other settings with other customers d. depersonalized so the salesperson can offer additional solutions the customer has not considered e. very structured and mechanical
adapted to the needs or problems identified by prospect and salesperson
Every aspect of the sales presentation should be ________. a. depersonalized so the salesperson can offer additional solutions the customer has not considered b. a template format that the salesperson has used in other settings with other customers c. adapted by the salesperson to fit predetermined customer needs d. adapted to the needs or problems mutually identified by the prospect and the salesperson e. very structured and mechanical
adapted to the needs or problems mutually identified by the prospect and the salesperson
A high-quality and professional approach is a powerful way to ______. a. make contact and prepare for next steps b. begin the customer relationship c. have the opportunity to demonstrate the value of your products d. add value and differentiate yourself from your competitors e. start the sales presentation planning process
add value and differentiate yourself from your competitors
The best time to deal with price is ________. a. bring it up in the initial preapproach stage b. after you have reviewed product features c. within your formal written proposal d. bring it up early so you can deal with it in the first stages e. after you have reviewed product features and buyer benefits
after you have reviewed product features and buyer benefits
Common approaches to arouse prospect interest in the presentation include ________. a. product demo, referral, customer benefit, price, customer service, and premium b. agenda, product demo, referral, delivery options, price, customer benefit, and premium c. agenda, product demo, referral, customer benefit, question, survey, and premium d. agenda, product demo, referral, customer benefit, price, product requirements, and questions e. agenda, product demo, customer benefit, question, quotation, customer service, and premium
agenda, product demo, referral, customer benefit, question, survey, and premium
Adaptive selling involves _________ to improve communication with the customer. a. adapting to the customer's corporate culture b. adapting to the customer's proposal and contracting policies c. altering sales behaviors d. adapting to the customers policies and procedures e. altering certain corporate policies and procedures
altering sales behaviors
Adaptive selling involves ________ to improve communication with the customer. a. adapting to the customer's proposal and contracting policies b. adapting to the customer's policies and procedures c. adapting to the customer's corporate culture d. altering certain corporate policies and procedures e. altering sales behaviors
altering sales behaviors
Salespersons and sales managers often conduct ________ analysis to help them effectively and efficiently manage the prospect or account database. a. an account b. a market c. a financial d. a product technical e. past sales
an account
Satisfied customers become ________. a. customers who place repeat orders b. the kind of customer that places larger orders c. happy customers d. customers who are more agreeable to future sales proposals e. an auxiliary sales force
an auxiliary sales force
Part two of the sales presentation is called the ____________. a. approach b. analysis c. antagonist d. aftermath e. action plan
approach
The six main parts of the presentation plan include ________. a. approach, need discovery, rehearse, presentation, close, and servicing the sale b. preapproach, approach, need discovery, presentation, pricing, and close c. approach, need discovery, presentation, pricing, contract, and close d. preapproach, approach, need discovery, presentation, negotiation, and close e. approach, need discovery, presentation, negotiation, close, and servicing the sale
approach, need discovery, presentation, negotiation, close, and servicing the sale
Salespersons often make the mistake of not ________ more than once during the sales process. a. prospecting past customers b. asking for the order c. offering to make a sales presentation to a prospect d. persistently pressing for a decision e. offering alternative solutions
asking for the order
During the sales process, salespersons make the mistake of not ________. a. asking for the order more than once b. asking for the order at the beginning of the sales presentation c. prospecting past customers d. offering alternative solutions e. offering to make a sales presentation to a prospect
asking for the order more than once
If you have identified a genuine need, presented your solution in terms of buyer benefits, presented an effective sales demonstration, and negotiated buyer concerns, the ________ close might be the most natural closing method. a. direct appeal b. assumptive c. trial d. multiple options e. summary-of-benefits
assumptive
The consultative sales presentation is used by salespersons because it is ________. a. business-focused and results in higher sales volume and repeat business b. the most popular model and results in more repeat and referred business c. the fastest model and results in more closed sales d. employee-focused and results in increased customer satisfaction e. a customer-focused selling model that results in increased customer satisfaction, more closed sales, and more repeat and referred business
a customer-focused selling model that results in increased customer satisfaction, more closed sales, and more repeat and referred business
The effective use of confirmation questions to enhance active listening assures a mutual understanding of ________. a. identified needs and solutions b. buying motives c. the required product specifications d. pricing needs e. contract requirements
b. buying motives
Important buying signals might ________. a. only surface during negotiations b. be missed by the inexperienced salesperson c. be interwoven into normal conversation d. be missed by the experienced salesperson e. be hidden in a request for proposal
be interwoven into normal conversation
The concept of finding "what alternative(s) will be acceptable to you if your negotiation does not succeed" is called ________. a. acceptable negotiation point or ANP b. best alternative to negotiated agreement or BATNA c. buyer-seller negotiation alternative or BSNA d. best negotiated agreement contract or BNAC e. negotiated contract alternative or NCA
best alternative to negotiated agreement or BATNA
One of the primary value-added developments in personal selling is the importance of customer service, which ________________________. a. makes customers more likely to shop around b. guarantees you cannot lose a sale c. builds and extends the partnership d. reduces and shortens the partnership e. alerts competition of new sales methods
builds and extends the partnership
Regarding the specific use of questions, research results revealed that the highest performing salespeople used questions to ________. a. obtain product specifications b. guide the direction of the sales call and to just prepare for the sales presentation c. build clear, complete, mutual understanding, and create a sales proposal d. build clear, complete, mutual understanding; and close the sale e. build clear, complete, mutual understanding; guide the direction of the sales call; and used questioning strategy to facilitate an open exchange of information
build clear, complete, mutual understanding; guide the direction of the sales call; and used questioning strategy to facilitate an open exchange of information
The qualifications that must be available or fulfilled before the sale can be closed are called _____conditions. a. buying b. market c. sales d. purchase e. economic
buying
The salesperson can be challenged during the product configuration phase. It is the phase where ________. a. buying motives are matched with benefits b. buying motives are matched with properly priced solutions c. buying motives are matched with benefits, and a solution is configured and recommended d. buying motives are matched with a set of general benefits e. general solutions are configured, priced, and recommended
buying motives are matched with benefits, and a solution is configured and recommended
Salespersons continue to strengthen the partnership when they use ________. a. follow-up and follow-through b. follow-up c. follow-up, follow-through, and expansion selling d. follow-up and expansion selling e. follow-up, follow-through, and focused selling
c. follow-up, follow-through, and expansion selling
In analyzing each buyer concern, the salesperson should try to determine which method can be most effective. In most cases, the salesperson can use ________. a. only the need-satisfaction questions b. a single method such as the superior benefit method c. only the need-satisfaction questions method d. the direct denial method e. combination of methods
combination of methods
Need, product, source, time, and price are the five categories of ________________________________. a. uncommon management b. common competition c. uncommon resources d. common buyer concerns e. common employee turnover
common buyer concerns
The social contact helps build rapport. Building rapport should lead to ____________. a. the customer's openness to a sales presentation b. credibility which builds trust c. willingness by the customer to spend more d. increased sales and repeat business e. establishing product expertise
credibility, which builds trust
The second step in the preapproach process is ________. a. getting the prospect's attention by performing a needs assessment b. making a favorable first impression by getting the prospect's attention c. making a first appointment and transitioning to need identification d. making a favorable first impression, getting the prospect's attention, and transitioning to need identification e. making a first appointment for a needs assessment
d. making a favorable first impression, getting the prospect's attention, and transitioning to need identification
Team members should be given ________. a. assigned tasks such as creating PowerPoints, handouts, or sales quotations b. detailed customer information and be prepared to add value c. detailed information about the customer, understand the basics of consultative presentations, and be prepared to add value d. detailed information about the customer and understand the basics of consultative presentations e. detailed information about the customer, assigned tasks, and add value
detailed information about the customer, understand the basics of consultative presentations, and be prepared to add value
The process of configuring a solution begins shortly after ________. a. a customer relationship has been established b. determining and confirming product delivery requirements c. determining and confirming customer needs d. determining and confirming pricing requirements e. determining and confirming financing and payment requirements
determining and confirming customer needs
The sales environment is changing. In competitive markets, success increasingly hinges on ________. a. being able to meet the price demands of a customer b. being responsive to customer requests c. developing mutually rewarding customer relationships d. being able to replenish inventory just in time e. developing a large pipeline
developing mutually rewarding customer relationships
Research has shown that high-performance sales personnel have learned how to ________. a. present their sales presentations better than their competitors b. diagnose and solve problems better than their competitors c. perform pricing analysis better than their competitors d. respond appropriately with the right product offerings e. do better background research than their competitors
diagnose and solve problems better than their competitors
Research indicates high-performance salespeople have learned how to skillfully use the consultative model to ________. a. offer more innovative product solutions b. build larger pipelines c. provide enhanced after-the-sale service d. diagnose and solve their customers' buying problems better than their competitors e. offer better pricing and contracting terms
diagnose and solve their customers' buying problems better than their competitors
The ________ close is the most straightforward closing approach and many buyers find it attractive. a. assumptive b. summary-of-benefits c. trial d. multiple options e. direct appeal
direct appeal
Team selling is ideally suited to organizations that sell complex or customized products and services that require _______________________ between customers and technical experts. a. indirect communication b. mediation c. separation d. settlements e. direct communication
direct communication
The key advantages of a sales team include ________. a. finding more sales opportunities at tradeshows and following up on them b. that they can discover more problems and offer more solutions c. finding sales opportunities for the individual salesperson and solving problems d. discovering more problems and sales opportunities e. discovering problems, solutions, and sales opportunities than an individual salesperson could discover working alone
discovering problems, solutions, and sales opportunities than an individual salesperson could discover working alone
Your customer's contact with the competition is inevitable. You should ________. a. present the negative aspects of the competition's products or services b. present the positive aspects of the competition's products or services c. do everything possible to help the customer make an intelligent comparison d. be prepared to renegotiate or revise your proposal e. make the customer aware that reviewing the competition's products or service is probably futile and a foolish idea
do everything possible to help the customer make an intelligent comparison
The salesperson should be alert to specific benefits that generate the most excitement, which are called ________. a. dominant closing signals b. dominant interest motives c. subordinate buying motives d. dominant solution agreement signals e. dominant buying motives
dominant buying motives
There are at least two critical guidelines for creating consultative presentations that include ________. These help minimize the possibility that you will spend more time discussing features that provide no benefit to the customer. a. making sure the customer relationship is established and a creative presentation is created b. effective precall presentation and general need discovery c. making sure you have a creative presentation and that it includes discussions about product solutions d. need discovery through market research and general product solutions e. effective precall preparation and well-executed need discovery
effective precall preparation and well-executed need discovery
There are specific methods of negotiating buyer concerns. Most of these buyer concerns fall into ________ types of methods or categories. a. seven b. five c. three d. nine e. eight
eight
Servicing the sale is a major way to create value, ensure maximum satisfaction, and long-term relationships. Critical servicing-the-sale activities include ________. a. expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints b. furnishing customer satisfaction surveys to the client c. assurances that contract obligations have been met d. expansion selling, dealing with complaints, and securing signed contracts e. expansion selling and making credit arrangements
expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints
The informative presentation emphasizes ________ often taken from technical reports, company-prepared sales literature, or written testimonials. a. data from research and development initiatives b. factual information c. only market data d. only engineering information e. theoretical information
factual information
Every salesperson inevitably faces challenges in formal negotiations. However, the greatest challenge in almost every negotiation is not to sell on price but to sell products and services based on ________. a. fair and unique value propositions b. features and benefits c. differentiating factors d. the competitive advantages e. quality
fair and unique value propositions
The challenge a salesperson faces in almost every negotiation is to sell products and services based on ________, not on price. a. a product or service's quality b. their competitive advantages c. fair and unique value propositions d. features and benefits of products and services e. differentiating factors
fair and unique value propositions
Strengthening the partnership and adding value extends to personal visits, telephone calls, email messages, letters and cards, and call reports. These are examples of ________. a. follow-up b. follow-through c. expansion selling d. partner communications e. corporate public relations
follow-up
When dealing with an unhappy or angry customer, it is important to first ________. a. avoid personalizing the situation b. refute every objection or claim he or she makes c. give him or her every opportunity to disclose his or her feelings d. immediately make concessions just to keep him or her happy e. counter every objection but be calm
give him or her every opportunity to disclose his or her feelings
Occasionally, a salesperson will have to deal with an unhappy or angry customer. It is important to ________. a. avoid personalizing the situation b. refute every objection or claim he or she makes c. give him or her every opportunity to disclose his or her feelings d. counter every objection but be calm e. immediately make concessions just to keep him or her happy
give him or her every opportunity to disclose his or her feelings
The salesperson will be ______ if the approach is successful. a. consider as a vendor b. able to secure an appointment c. given the opportunity to make a sales presentation d. invited to submit suggestions to fulfill the customer's needs e. given the opportunity to give a quotation to Purchasing
given the opportunity to make a sales presentation
Product-oriented selling is usually ________. a. performed best by a large sales team b. superior to the consultative sales process c. as effective as the consultative sales process d. efficient and effective e. inefficient and ineffective
inefficient and ineffective
Some salespeople make the mistake of waiting until the close to reveal ________. a. adding costly product features that the prospect might need b. information about product features c. information that might come as a surprise to the prospect d. pricing details e. information about product solutions
information that might come as a surprise to the prospect
According to research by Neil Rackham, the________ has the most impact on the buyer's decision to purchase a product. a. product configuration or product solution stage b. pricing and contracting stage c. investigative or need discovery stage d. product specification stage e. personal relationship with the salesperson
investigative or need discovery stage
If you are calling on business prospects, the way to overcome need resistance is to prove your product ________. a. has better after-the-sale service guarantees b. has higher levels of quality control and performance c. will be a better fit for the customer's company d. has better features than a competitor's e. is a good investment
is a good investment
A closing clue or buying signal ________. a. does not mean that the prospect is preparing to make a buying decision b. should not be considered a form of feedback and might not indicate the prospect is preparing to make a buying decision c. is a verbal or nonverbal indication that the prospect is preparing to make a buying decision d. is the verbal indication that the prospect is preparing to make a buying decision e. is the nonverbal indication that the prospect is preparing to make a buying decision
is a verbal or nonverbal indication that the prospect is preparing to make a buying decision
The negotiation process is the process of working to reach an agreement that ________. a. is mutually satisfactory to both buyer and seller b. is satisfactory to the seller c. is mutually satisfactory to all parts of the value-chain from seller, to buyer, to other parts of the distribution network d. is satisfactory to the buyer e. brings the highest amount of revenue for the salesperson and the company
is mutually satisfactory to both buyer and seller
In need discovery you assume that the client's problem is not _____. a. known b. about you c. understandable d. solvable e. relevant
known
A reminder presentation or reinforcement presentation is a strategy to help ________. a. maintain market share b. increase market share c. get the client to commit to repeat orders d. create additional sales increases of new products e. remind customers of the products features and benefits
maintain market share
Salespersons should attempt to ________ when using tools like PowerPoint, Keynote, or Corel's Presentations. a. avoid using fonts such Arial or Verdana, which are commonplace b. use a working product model of the product as support c. avoid the use of distracting logos or video clips d. integrate very detailed charts and graphs e. make presentations look unique and different, but simple
make presentations look unique and different, but simple
It is inevitable that sometimes the buyer will say no. However, high-performance salespersons can ________ after a lost sale. a. reopen the negotiations, review the chain of events, and discuss with your senior sales management team b. make sure the deal is dead, review the chain of events, and interview the client c. reexamine the proposal, review the chain of events, and attempt to renegotiate d. reopen the negotiations, review the chain of events, and interview the client e. make sure the deal is dead, review the chain of events, and discuss with your senior sales management team
make sure the deal is dead, review the chain of events, and interview the client
A major key to an effective customer service strategy is follow-through. Key ways a salesperson can add value with follow-through include ________. a. making post-sale financing revisions, scheduling deliveries, and preventing pre-sale problems b. reviewing financing terms, scheduling deliveries, and preventing pre-sale problems c. visiting with the customer's management team, reviewing the financing terms, and planning for the next sale d. making credit arrangements, scheduling deliveries, and preventing pre-sale problems e. making credit arrangements, scheduling deliveries, and preventing post-sale problems
making credit arrangements, scheduling deliveries, and preventing post-sale problems
When collaborating with a potential customer on potential solutions, the salesperson should ________. a. present solutions that might not be relevant, but useful in the future b. match specific benefits with specific buying motives c. match specific benefits with general buying motives d. match a list of generalized benefits with buying motives e. present solutions that are not precisely tailored to the customer's needs
match specific benefits with specific buying motives
Body movements, facial expression, and tone of voice ________. a. might be part of a negotiating strategy b. are indicative of whether people are paying attention or not c. might be nonverbal buying clues d. might be a strategy to distract the salesperson e. might not be buying clues
might be nonverbal buying clues
It is important to remember that group presentations are ________. a. focused on an extensive number of features and benefits b. unpredictable as to who will be in your audience c. focused on a limited number of complex items that appeal to your prospect d. more challenging and demanding than one-on-one-sales presentations e. generally easier to execute because they do not contain diverse pieces or participants
more challenging and demanding than one-on-one-sales presentations
The four-part need-satisfaction model includes ________. a. need discovery, solution selection, need satisfaction, and servicing the sale b. need discovery, solution options, satisfaction exploration, and servicing the sale c. need exploration, solution selection, need satisfaction, and servicing the sale d. need agreement, solution selection, contracting agreement, and servicing the sale e. need discovery, solution options, need satisfaction, and servicing the sale
need discovery, solution selection, need satisfaction, and servicing the sale
To be most effective, the presentation should be viewed as a four-part process: ________. a. need discovery; selection of the solution; need satisfaction through informing, persuading, or reminding; and servicing the sale b. need agreement, solution selection, contracting agreement, and servicing the sale c. need exploration, solution selection, need satisfaction, and servicing the sale d. need discovery, solution options, satisfaction exploration, and servicing the sale e. need discovery, solution options, need satisfaction, and servicing the sale
need discovery; selection of the solution; need satisfaction through informing, persuading, or reminding; and servicing the sale
In many selling situations, the salesperson needs to take responsibility for ________. a. explaining all terms, conditions, and financing options b. all of the manufacturing oversight of a product c. disclosing all potential flaws and defects that a product possesses d. discussing all product and features if he or she does not fit the solution e. obtaining commitment from the customer
obtaining commitment from the customer
Salespersons, acting as relationship managers, play a key role in the development of ________. a. international business b. customer relationship management tools c. a basis for repeat business d. strategic alliances e. partnering relationships
partnering relationships
The characteristics of the persuasive communication strategies include: ________. a. impersonal and objective, intellectual response, emphasizes features, and information-driven b. personal and subjective, intellectual response, emphasizes benefits, and are influence-driven c. impersonal and objective, emotional response, emphasizes features, and influence-driven d. personal and subjective, emotional response, emphasize benefits, and are influence-driven e. impersonal and objective, emotional response, emphasizes features, and influence-driven
personal and subjective, emotional response, emphasize benefits, and are influence-driven
The third part of the need-satisfaction model is informing, persuading, or reminding. During this process, the salesperson ________. a. places less emphasis on questions and more on value-adding statements b. asks for the order c. prepares a contract d. places more emphasis on questions and less on value-adding statements e. reminds the prospect of the competitor's inability to meet product requirements
places less emphasis on questions and more on value-adding statements
Salespersons are often tasked with determining which sales strategies to use. The two popular models of analysis they use are the ________. a. market analysis model and the sales analytics model b. portfolio model and sales analytics model c. portfolio model and the sales process model d. sales strategy model and the portfolio model e. individual account analysis and the sales potential method
portfolio model and the sales process model
There are generic principles of formal integrative negotiations. The primary components of this process include ________. a. creating alternate solutions, finding a point of agreement, and knowing when to walk away b. preparing for negotiations, understanding the problem, creating alternate solutions, finding a point of agreement, and knowing when to walk away c. creating alternative solutions and contracting d. preparing for negotiations, knowing the value of what you're offering, understanding the problem, creating alternate solutions, finding a point of agreement, and knowing when to walk away e. listening and finding a point of agreement
preparing for negotiations, knowing the value of what you're offering, understanding the problem, creating alternate solutions, finding a point of agreement, and knowing when to walk away
Preparation for the sales presentation is a two-part process. Part one is referred to as the preapproach and involves _______. a. developing a presale presentation plan and a customer relationship plan b. preparing presale objectives and post-sale objectives c. developing a presale presentation plan and plans for post-sale implementation d. preparing presale objectives and developing a presale presentation plan e. preparing presale objectives and plans for the proposal process
preparing presale objectives and developing a presale presentation plan
The first step in the preapproach process is __________ . a. preparing a customer needs assessment and revenue goal b. developing a presale presentation plan c. preparing a customer product needs assessment d. preparing presale objectives and developing a presale presentation plan e. preparing presale objectives
preparing presale objectives and developing a presale presentation plan
Closing a sale can be a complex process, so it is always wise for the salesperson to ________. a. be well-versed in a close that has worked in the past b. preplan several closes c. use a lengthy close d. offer several alternative proposals in order to bring the sale to a close e. use a single best close and be prepared to walk away if it doesn't work
preplan several closes
Developing a _________________ involves preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service. a. recruiting plan b. presentation strategy c. establishment plan d. customer strategy e. employment strategy
presentation strategy
After you have configured a solution that matches the customer's needs, you must select which _______________________________ to emphasize. a. eco-workers b. managers c. competitors d. presentation strategy or combination of strategies e. hiring strategy or combination of strategies
presentation strategy or combination of strategies
_____ is one of the biggest obstacles salespeople have to conquer. a. Product availability b. Product knowledge c. Product performance d. Value identification e. Price objection
price objection
A key thing to keep in mind about complaints is that ________. a. customer complaints are generally a way to gain concessions b. customers use complaints to test the salesperson's resolve to keep the account c. customer complaints are usually groundless d. customers sometimes complain just to complain e. problems exist when the customer perceives they exist
problems exist when the customer perceives they exist
The process of selecting the right solution is called ________. a. product development b. product solution planning c. product configuration d. solution selling e. the solution-buying motive process
product configuration
The pace, scope, and time allocated to need discovery might depend on a variety of factors, but there are generally several major factors. The major factors include ________. a. product sophistication, price, engineering design deadlines, and time available for discussion between salesperson and prospect b. product sophistication, manufacturing requirements, and time available for discussion between salesperson and prospect c. price, customer's product knowledge, and time available for discussion between salesperson and prospect d. product sophistication, price, customer's product knowledge, and time available for discussion between salesperson and prospect e. product sophistication, price, customer's contracting requirements, and time available for discussion between salesperson and prospect
product sophistication, price, customer's product knowledge, and time available for discussion between salesperson and prospect
Selling tools that are used to demonstrate the benefits of your solution and add value to the sales presentation are also called ________. a. value-add tools b. solution value-add tools c. proof devices or marketing tools d. solution-benefit tools e. solution demonstration devices
proof devices or marketing tools
The evaluation and qualifying process is normally the first opportunity salespeople have to consider ________ a. whether the prospect is ready to "buy now" b. prospect needs and how they match with your product characteristics c. whether they are appropriate strategic partners d. the financial potential of an account e. potential product specifications that the prospect will require
prospect needs and how much they match with your product characteristics
The sales process (or sales funnel) model includes the following steps: ________. a. prospect, qualify, presentation, negotiations, and closed/service b. qualify, needs analysis, presentation, negotiations, and closed c. prospect, qualified, needs analysis, presentation, negotiations, and closed/service d. prospect, needs analysis, presentation, negotiations, and closed/service e. prospect, needs analysis, presentation, negotiations, and closed
prospect, qualified, needs analysis, presentation, negotiations, and closed/service
You identify, locate, and profile your ___________ by analyzing your product and current customers. a. sales increase b. production opportunities c. sales goals d. sales decrease e. prospects
prospects
The goal of prospecting is to build a qualified prospect base made up of ________. a. past customers b. tradeshow leads and referrals c. prospects d. tradeshow leads e. prospects and customers
prospects and customers
Servicing the sale is a major dimension of the selling process, with the objectives of ________. a. keeping the customer happy and averting product returns b. maximizing revenue and establishing a long-term partnership c. providing maximum customer satisfaction and obtaining repeat business d. providing maximum customer satisfaction and establishing a long-term partnership e. obtaining repeat business and maximizing revenue
providing maximum customer satisfaction and establishing a long-term partnership
Use of any closing method that is perceived by the customer as _______________________ will damage your chances of building a long-term partnership. a. similar to the competition b. uncalculated c. traditional d. pushy or manipulative e. nontraditional
pushy or manipulative
Prospecting techniques produces a list of names that must be evaluated using criteria developed by each salesperson. The process of prospect evaluation is called ________. a. need identification b. prospect analysis c. qualifying d. cold calling e. networking
qualifying
During need discovery, the effective use of ________ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons. a. the customer relationship management system b. questions c. competitive analyses d. market data e. a customer's prior purchase data
questions
________ leads result in higher close rates, larger sales, and shorter sales cycles. a. trade advertising b. social media c. tradeshow d. website e. referral
referral
Before you ask the _____ customer for a buying decision, make sure you review important factual information. a. reflective b. sensitive c. emotive d. directive e. supportive
reflective
Salespeople skilled in adaptive selling understand that they must consider how the ________ strategies can enhance the sales presentation. a. team, product, and customer b. team, relationship, and presentation c. relationship, product, and customer d. team, product, and presentation e. relationship, team, and presentation
relationship, product, and customer
The presentation strategy combines elements of the ________________ strategies. a. relationship, marketing, and customer b. relationship, product, and customer c. product development, customer and sales d. relationship, customer, and sales e. product, vendor, and customer
relationship, product, and customer
Negotiations can happen at any stage of the sales process, but in most cases the most important negotiations will take place during the ________ stage of the buying process. a. resolution of problems b. implementation c. contracting d. purchase e. evaluation of solutions
resolution of problems
Salespersons need to be prepared for certain tactics during negotiations. Buyers who are trained in negotiations often ________. a. attempt let us-split-the-difference as a primary tactic to get price concessions b. try stalling techniques in hopes the salesperson will concede on pricing c. use budget limitations as a primary tactic to get price concessions d. use take-it-or-leave-it as a primary tactic e. resort to a number of tactics
resort to a number of tactics
Thoughts, feelings, and behavioral patterns that conspire to limit what a salesperson is able to accomplish is called ________ . a. networking reluctance b. sales call reluctance c. fear of sales goal failure d. presentation fright e. sales call block
sales call reluctance
Common methods of collecting and organizing prospect and account information include ________. a. sales force automation systems or customer relationship management systems (CRMs) b. spreadsheets c. prospect contact databases d. project management systems e. business sales data systems
sales force automation systems or customer relationship management systems (CRMs)
________ is the type of information that goes beyond sales data such as the marketplace, a prospect's company, and even the prospects themselves. a. marketing research b. qualitative research intelligence c. quantitative research intelligence d. corporate research e. sales intelligence
sales intelligence
As the ________, expansion selling opportunities might present themselves. a. salesperson learns more about the customer b. salesperson learns more about the customer's competition c. salesperson learns about other salespersons d. salesperson and customer enter a social relationship e. customer learns more about the salesperson
salesperson learns more about the customer
The second part of the consultative sales process consists of selecting or configuring a solution that ________. a. meets product specifications b. satisfies the prospect's buying motives c. satisfies a global product or technology need d. meets market needs e. satisfies your sales goals and objectives
satisfies the prospect's buying motives
Active listening is ________, both in terms of content and meaning. a. sending back to the prospect what you as a listener think the prospect meant b. sending back to the prospect what you heard about the prospect's pricing requirements c. making assumptions about what the prospect meant d. sending back what the prospect said about product specifications e. listening for key closing signals and agreement
sending back to the prospect what you as a listener think the prospect meant
The use of web-based presentations using tools like WebEx or GoToMeeting enable the salesperson to ________. a. show PowerPoint presentations, present product features, and conduct question-and-answer sessions in real time b. use presentations that can be viewed 24/7 c. show a presentation to a large group without having to deal with interaction d. take the presentation with him or her to the client's location e. show PowerPoint presentations and present product features in real time, but avoid question-and-answer sessions
show PowerPoint presentations, present product features, and conduct question-and-answer sessions in real time
Use ________ to control the flow of information and draw out the customer. a. graphs and charts b. questions about the prospect's personal life c. silence d. thought-provoking comments e. product demonstrations
silence
With a planned consultative presentation, the salesperson is considered a________. a. strategic resource and partner for the customer b. competent salesperson with a suite of potential general products or services c. source with several preprepared solutions that have been successful in the past d. source that will offer a number of standard solutions e. provider of a product or service
strategic resource and partner for the customer
Asking for the order is less difficult if the salesperson is ________. a. positive and upbeat b. strategically prepared to do whatever it takes to close the sale c. strategically prepared for negotiations d. strategically prepared to compromise e. strategically prepared for the close
strategically prepared for the close
The proper attitude during closing should be viewed as a ________. a. strategy to create repeat sales b. way to win at the expense of the customer c. strategy to write the largest possible order d. path to make monthly sales goals e. strategy to help the customer make the correct decision with the best solution
strategy to help the customer make the correct decision with the best solution
Dealing effectively with an unhappy customer should be thought of as an opportunity to ________. a. prevent product returns b. prevent the customer from giving others negative feedback c. strengthen the business relationship d. save the sale e. offer additional concessions to preserve the relationship
strengthen the business relationship
Dealing effectively with an unhappy customer should be thought of as an opportunity to________. a. offer additional concessions to preserve the relationship b. save the sale c. prevent the customer from giving others negative feedback d. prevent product returns e. strengthen the business relationship
strengthen the business relationship
The most effective sales process is characterized by two-way communication. It should be encouraged with ________. a. survey, probing, confirmation, divergent-convergent, and need-satisfaction questions b. survey, probing, confirmation, summary-confirmation, and need-satisfaction questions c. survey, probing, evaluative, evaluative-confirmation, and need-satisfaction questions d. quantitative questions, probing, confirmation, summary-confirmation, and need-satisfaction e. survey, probing, confirmation, summary-confirmation, and statement-of-fact questions
survey, probing, confirmation, summary-confirmation, and need-satisfaction questions
The elements of the persuasive presentation strategy include: emphasize the relationship, ________. a. target emotional links, sell specific benefits/get reactions, attention-getting showmanship, exaggerate negative change impact, place strongest appeal at beginning or end, and use power of association b. target emotional links, sell specific benefits, use attention-getting showmanship, exaggerate negative change impact, place strongest appeal at beginning or end, and use power of association c. target emotional links, sell specific benefits/get reactions, appropriate use of showmanship, minimize negative change impact, place strongest appeal at beginning or end, and use power of association d. remain unemotional, do not sell specific benefits/get reactions, appropriate use of showmanship, minimize negative change impact, place strongest appeal at beginning or end, and use power of association e. target emotional links, sell specific benefits/get reactions, appropriate use of showmanship, exaggerate negative change impact, place strongest appeal at beginning or end, and avoid power of association
target emotional links, sell specific benefits/get reactions, appropriate use of showmanship, minimize negative change impact, place strongest appeal at beginning or end, and use power of association
The ultimate goal of formal integrative negotiations is to achieve win-win solutions by offering buyers ________. a. their desired price point b. the price and terms that they demand c. a product they want with the specific delivery terms they want d. a product they want at the price they want e. the value they appreciate without compromising the sellers' benefits
the value they appreciate without compromising the sellers' benefits
Several of the most common causes of customer attrition include the following: ________. a. the customer moves or is acquired, customer is unhappy with the after-the-sale services, and a loyal buyer goes to new company or leaves b. the purchase was a one-time need, customer has issues with the sales team, and customer moves or is acquired c. the purchase was a one-time need, product dissatisfaction, and customer moves or is acquired. d. product dissatisfaction, dissatisfaction with after-the-sale service, and the customer moves or is acquired e. the purchase was a one-time need, customer moves or is acquired, and a loyal buyer goes to new company or leaves
the purchase was a one-time need, customer moves or is acquired, and a loyal buyer goes to new company or leaves
Negotiate a win-win solution to ________ before you attempt to close the sale. a. pricing b. product solutions c. the terms and conditions d. the tough points e. the financing options
the tough points
Salespeople use the consultative sales presentation because ________. a. it results in higher sales volume and repeat business b. it results in more closed sales c. it results in increased customer satisfaction d. it results in more repeat and referred business e. this customer-focused selling model results in increased customer satisfaction, more closed sales, and more repeat and referred business
this customer-focused selling model results in increased customer satisfaction, more closed sales, and more repeat and referred business
Long sales cycles require multiple commitments. These commitments need to be obtained from the prospect ________. a. throughout the post-sale process b. primarily in the proposal process c. throughout a multi-call sales presentation d. mostly in the preapproach presentation e. throughout the contracting process
throughout a multi-call sales presentation
Satisfied customers are most likely ________. a. one of the sources for repeat orders b. to call your sales manager and compliment him or her on the job you did c. to become a source for new product ideas d. to become a source for larger orders e. to become a source for new prospects
to become a source for new prospects
Salespersons need to direct the customer's attention ________ to overcome price concerns. a. to the sales presentation, which includes a focus on price b. to the discussions of volume pricing that can be extended c. by apologizing for the pricing structure in a straightforward manner d. to other areas of concern the customer might have about the product or service e. to the value-added features of the product or service
to the value-added features of the product or service
There are several types of closing methods. The ________ close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy. a. ready-to-buy b. tentative c. exploratory d. preliminary e. trial
trial
For a group presentation to be effective, every team member needs to ________. a. understand he or she is not to answer questions from key decision makers b. be assigned a specific role and a script c. understand his or her responsibility and the time he or she will be given for the portion of the presentation d. have already met or become familiar with the prospect e. understand that the questions should be left to those with technical expertise
understand his or her responsibility and the time he or she will be given for the portion of the presentation
Preparation for the close involves ________. a. understanding customer needs, suggesting preselected solutions, and planning appropriate closing methods b. understanding customer needs, custom-fitting solutions, and doing little preparation for the closing c. predetermining customer needs, custom-fitting solutions, and planning appropriate closing methods d. understanding customer needs, custom-fitting solutions, and planning appropriate closing methods e. predetermining customer needs, suggesting preselected solutions, and planning appropriate closing methods
understanding customer needs, custom-fitting solutions, and planning appropriate closing methods
An important selling method that often adds value and is an effort to sell better quality products is known as ________. a. recommendation selling b. suggestion selling c. full-line selling d. cross-selling e. upselling
upselling
________ is an important selling method that often adds value and is an effort to sell better quality products. a. Cross-selling b. Suggestion selling c. Recommendation selling d. Full-line selling e. Upselling
upselling
Research results reveal that the highest performing salespeople used questions to build clear, complete, mutual understanding; guide the direction of the sales call; and_____________________________. a. called upon higher-level managers to address customer concerns b. called upon lower-level employees to address customer concerns c. advised customers that they need not question the information provided d. used questioning strategy to limit an open exchange of information e. used questioning strategy to facilitate an open exchange of information
used questioning strategy to facilitate an open exchange of information
When you build _____ into your sales process, you increase the odds that the customer will give you a referral. a. extra promotion funds b. value c. a price discount d. new products e. fast shipping
value
Consultative selling is a very customer-centric form of selling that creates ________. a. value for the customer and the firm b. larger margin sales c. a one-of-a-kind sale d. product-oriented efficiencies e. value for the sales team only
value for the customer and the firm
Closing the sale is usually easier if you look at the _____ from the prospect's point of view. a. timing of the sale b. value proposition c. price d. product e. market
value proposition
Salespersons need to be prepared to substantiate certain points presented during the sales presentation that represent the ________. a. value proposition b. sales proposition c. price proposition d. product warranties e. product or service claims
value proposition
The salesperson must be alert to closing clues from the prospect. The primary clue or set of clues includes ________. a. the verbal indication that the prospect is preparing to make a buying decision b. verbal and nonverbal clues that the prospect is preparing to make a buying decision c. using a nonverbal clue such as bringing the chief financial officer to the initial sales presentation d. the nonverbal indication that the prospect is preparing to make a buying decision e. using a nonverbal clue such as bringing the purchasing director to the initial sales presentation
verbal and nonverbal clues that the prospect is preparing to make a buying decision
Closing should not be viewed as a strategy to ___________________________. a. close a sale b. create a long-term partnership c. find the best solution for the customer d. create a win-win scenario e. win at the expense of the customer
win at the expense of the customer
There are three types of need-satisfaction presentation strategies. These are ________. a. reporting, demonstration, or reminding strategies b. reporting, persuasion, or reminder presentation strategies c. informing, analyzing, or reminding strategies d. reporting, demonstrating, or reminding strategies e. informative, persuasive, or reminder presentation strategies
informative, persuasive, or reminder presentation strategies
The great majority of buyer concerns fall into five categories. Those categories are ________. a. need, product, price, shipping, and distribution b. need, product, vendor qualifications, price, and contracting requirements c. need, product, price, vendor qualifications, and source d. need, product, source, time, and price e. need, product, price, contracting obstacles, and shipping
need, product, source, time, and price
The informative presentation is commonly used to introduce ________. a. products or services that need little or no explanation b. new products, which are less complex and less innovative c. products or services, which are essentially non-complex d. only new consumer products or services e. new, highly complex products and services of a technical nature
new, highly complex products and services of a technical nature
The use of negotiating methods and combinations varies depending on the particular combination of salesperson, ________. a. prospect, product specifications, and pricing requirements b. product, services, and prospect c. product, price, and prospect d. product, services, and manufacturing requirements e. prospect, product, and contracting requirements
product, services, and prospect
Verbal closing clues can be divided into categories, which are ________. a. questions, negative product statements, and requirements b. objections, recognitions, and requirements c. recognitions and requirements d. questions and requirements e. questions, recognitions, and requirements
questions, recognitions, and requirements