Exam 3 Exam
This close is a natural extension of the selling process and is an opportunity to focus on how you can help the prospect solve the largest problem that he/she faces.
Benefit summary close
During the discover phase of a complex sale _____.
you set the stage for the ongoing relationship
Which of the following is not an example of an exploratory question?
"If I can deliver this tomorrow, will you sign the contract today?"
Brandon, a sales rep, wanted to display confidence as he was closing the sale with his prospect. That's why he used the assumptive close. Which of the following is an example of the assumptive close?
"Shall I set you up on automatic billing?"
When Jessica's prospect objected by saying, "Your price is too high," Jessica responded with which of the following?
"So you want to know why our price is high?"
A trial close usually focuses on asking the prospect _____.
"What do you think about the turnaround time?"
Which of the following is true?
A prospect may object because he is seeking reassurance.
Which of the following is false?
According to one study, 51 percent of all sales happen on or after the fifth sales call.
Which of the following is false?
After a meeting, you always actually make your sales approach immediately.
Which of the following about PowerPoint presentations is false?
All presentation situations lend themselves to PowerPoint.
Which of the following about price objection is true?
Be prepared for the price objection as it will make you look at the product through the eyes of the customer and will help you establish the value.
Sharone Hartfield is a sales rep for New Age Beverages, an all-natural carbonated beverage company. Which of the following is the best way for her to establish credibility during her sales approach?
Demonstrate that she has done her homework about the prospect.
Which of the following about the dos and don'ts of PowerPoint presentations is true?
Do use graphics in your slides
Which of the following is important to remember about the customization aspect of a sales approach?
Focus on the prospect's need, not on what you want to sell.
Desiree, a sales rep, thinks which of the following is the most difficult type of objection to handle?
Hidden
Which of the following is false as to why storytelling is important in selling?
If you are selling to a Driver, skip the stories and focus on the facts.
Which of the following is true about prospecting when you have to leave a voicemail?
If you say you're going to call back in two days, call back in two days.
Which of the following about the "elevator pitch" is false?
It is a comprehensive description of a product or service that should take no less than an average elevator ride.
Which of the following about the premium approach is false?
It is a nonthreatening way to establish your initial contact with the prospect.
Which of the following is false?
It is possible to adapt if you are not listening.
Which of the following about Net Promoter Score (NPS) is false?
It is quite complex.
In making a successful sales presentation, which of the following is a way to initiate a conversation with people?
Leading your presentation off with situation questions.
What does the 10 in the 10/20/30 rule stand for?
Make sure you limit your slides to 10 or fewer.
Which of the following is not a step in the pre-negotiation stage of the negotiating process?
Make your initial offer and hold firm.
Which of the following about mental rehearsal is false?
Mental rehearsal fools your conscious mind into believing you have already achieved your goals.
Which of the following about presenting to groups is true?
One can identify the individuals in the group whose opinions hold the most leverage.
Which of the following is true about storytelling in sales?
People remember facts and figures 22 times more when folded into stories than when told as facts alone.
A(n) _____ analysis shows the return (profit or cost-savings) as percentage of the initial investment.
ROI
Which of the following is not a strategy that you should use in handling objections?
Respond immediately to the objection.
Which of the following about the price objection is false?
The bottom line on the price objection is that people buy when they develop trust with the salesperson.
Which of the following is false?
The constant is to make every approach challenging.
Which of the following refers to the element of "Add value to your customer's business" in your follow-up plan?
The key is to communicate regularly in the manner in which your customer prefers with valuable information and insights.
According to Paul Blake, Vice President of Sales at Beasley Media Group and featured professional in the Video Ride-Along in Chapter 11, which of the following is true about making a sales presentation?
The presentation actually begins during the pre-approach and approach, especially when you ask great questions.
Which of the following about closed-ended questions is false?
They are questions that will help you probe further into the problem your product can solve.
Which of the following about demonstrations is false?
They never reach big audiences
Which of the following is true?
Time is the great negotiator.
When you deliver your presentation at your prospect's location, _____.
When it is possible, call ahead to find out about the space in which you will be presenting and the materials that will be available to you.
Silvie Sahner, a sales rep, was on a ride-along with her sales manager, Lorena Robbins. Lorena shared many insights about objections with Silvie. Which of the following is incorrect and not an insight shared by Lorena?
When you hear too many objections from a prospect, it is an indicator that you should discontinue the selling process.
Which of the following is false?
When you meet a customer face-to-face, your product is the most important part of the first impression.
Which of the following is true?
You can make an instant positive connection simply by remembering to smile because by smiling you will put your prospect at ease.
Identify the incorrect statement about the elevator pitch.
You should never rehearse your elevator pitch; just let it flow naturally.
Which of the following about the elevator pitch is false?
Your personal elevator pitch should be more than just a few minutes.
According to Rackham (inventor of the SPIN selling method) and his team, the most effective pre-call objectives are those that include _____.
actions on the part of the customer
If you know that your customer is someone who likes to get right down to business, leading off with a(n) _____ approach is often a good idea.
agenda
Which of the following is the first part of the sales process where you actually come in contact with your prospect and you are not quite sure what she will say?
approach
Nadil, a sales rep, looks for signs of customers that are Passives because they are ___________.
are vulnerable to competitive offerings
According to Paul Blake, Vice President of Sales at Beasley Media Group and featured professional in the Video Ride-Along in Chapter 12, what is the best thing to do when you get an objection?
ask another question
The best way to handle hidden objections is to _____.
bring them to the surface
Which of the following is not an example of a premium leave-behind?
brochures
"We can deliver by the end of the month, but we will also have to send the invoice and expect payment at that time," includes which word that should be avoided when handling objections?
but
The "I'm already satisfied" objection _____.
can be a more challenging objection than price
_____ are something that you are willing to compromise, to create value during the negotiation.
concessions
Taking a(n) _____ approach lies at the heart of delivering value.
customer-centric
This stage of a complex sale includes your detailed research about the company and its current provider including several meetings and phone calls with the prospect.
discover
Which of the following best describes a sales proposal?
document that proposes the specific terms of the sale
Customers may pose objections at any time, but especially while setting up the appointment, during the presentation, and _____.
during the trial close
Open-ended, nonthreatening questions that encourage your prospect to discuss their business needs are called _____ questions.
exploratory
Caitlyn, a sales rep, works hard at developing good relationships with her customers. Leveraging her relationships that are based on honesty and trust can provide invaluable guidance to Caitlyn and her company. This is an ideal way of _____.
getting feedback
According to Rachel Gordon, Account Manager at NBCUniversal and featured professional in the Video Ride-Along in Chapter 14, what is the best and easiest follow-up?
hand written thank you note
A foodservice distributor sales rep that personally makes a delivery of a case of ground beef that was missing from the truck goes above and beyond to demonstrate service and help the customer avoid missed sales. This is an example of _____.
heroic recovery
Mitch, a territory manager for a kitchen renovation company, responds quickly whenever there is service failure and something was not on the truck for delivery. When he brings the item to the customer and delights the customer with the outcome, it is called _____.
heroic recovery
In demonstrating your personal commitment to the customer _____.
how you follow-up after the sale is a good indication of how you will respond throughout the ongoing relationship
These questions are especially effective when your customer is a decision-maker whose success depends on understanding the underlying causes of a problem and its potential long-term consequences.
implication questions
Source objections, as they relate to the company _____.
may be voiced with comments about the stability of the company
Running through a scenario (like your sales presentation) step-by-step in your mind before you go into the situation is known as _____.
mental rehearsal
In the SPIN model, these questions ask the customer how your solution could be important or useful to his problem.
need-payoff questions
After hearing many objections over the past several years, Claire Wakefield, a residential real estate agent, learned that prospects object for four reasons: money, no perceived need, no trust, and _____.
no sense of urgency
The _____ approach is especially appealing to people who are visual or hands-on learners because it allows them to look and touch.
product
The _____ approach is an effective way to quickly establish trust with a prospect because it involves starting the call off by mentioning a mutual connection who has referred you to the prospect and who is willing to vouch for you.
referral
D'Shawn, a sales rep, was preparing for a prospect meeting. He uses the SPIN selling method because it has helped him be successful. He planned to start the conversation with a __________ question because it is fact-based and a good way to break the ice.
situation
_____ questions deal with the straightforward facts about the buyer's existing position and provide a starting place for understanding your buyer's needs.
situation
When customers voice objections about the company or about doing business with you as a salesperson, it is called a(n) _____ objection.
source
Sales that involve very specific solutions to customer problems sometimes begin with a(n) _____ approach.
survey
Which of the following is a way to use storytelling in sales?
testimonials
The "what" of your sales approach will depend on _____.
the specific selling situation and your pre-call objectives
The "I have to think about it" objection _____.
usually occurs when a customer is not completely comfortable with you and your product
The bottom line on the price objection is that people buy when they see the _____.
value
The worth that a product or service provides to a customer is known as _____.
value