MKT 3427 Chpt 14
d
) The statement, "We have always wanted to own a travel trailer like this one," is a closing clue that falls into which of the following categories? A) benefits B) requirements C) questions D) recognitions E) assumptions
c
A closing clue can be described as a(n): A) indication that the customer is undecided about the buying decision B) indication you should speed up the sales presentation C) verbal or nonverbal form of feedback from the customer D) indication that the prospect fully understands the merits of your product E) request from the customer for more information
d
A salesperson who says, "As I described earlier, we have two financing methods available; Which of them do you prefer?" is using which of the following closing methods? A) negotiate the single problem B) special concession C) direct appeal close D) multiple options E) combination method
a
A salesperson who says, "If you will sign the order today, I can guarantee delivery within five days," is using which of the following closing methods? A) direct appeal B) assumption C) limited choice D) summary-of-benefits E) combination
b
After closing a sale, the salesperson should do which of the following? A) Discuss the customer's family and other personal matters. B) Describe the satisfaction that will come from owning the product. C) Ask the customer to write and sign a testimonial about the value of the product. D) Initiate a general conversation. E) Discuss other products the buyer could have purchased instead.
d
Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union, so he is not competing against other insurance agents, but his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect.A particular challenge for Ahmed is: A) packing as many presentations as possible into a day B) making the time to rehearse his presentation C) understanding the shipping options for his product D) treating each presentation as if it were the only one of the day E) introducing an entirely new type of product to clients who aren't familiar with it
e
Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union, so he is not competing against other insurance agents, but his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect.A prospect who does not buy from Ahmed now: A) has probably purchased from another sales representative, so Ahmed deletes the prospect's record B) is unlikely to need insurance, so Ahmed marks the file "Sale Lost." C) probably did not like Ahmed personally, so Ahmed asks another sales representative at his company to approach the prospect D) needs to be persuaded to buy, so Ahmed calls or emails every week until the prospect buys E) is likely to need insurance in the future, so Ahmed continues to make contact once a year with the prospect
a
Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union, so he is not competing against other insurance agents, but his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect.Ahmed knows the insurance he sells is a good value and that it is important for his clients to ensure their security in case of disability and for their families when they die. Since he is so confident about his product and how well it fulfills his clients' needs, he is most likely to use which type of close? A) assumptive B) direct appeal C) trial D) special options
c
Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union, so he is not competing against other insurance agents, but his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect.Which of the following is Ahmed most likely to say to close the sale with the prospect? A) Are you ready to buy? B) If you commit to buying now I can give you the first month free. C) As soon as you sign at the X, we'll be all set to start your coverage. D) Let's talk about the benefits of buying now vs. after the first of the year. E) Do you have any more questions about pricing?
b
Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union, so he is not competing against other insurance agents, but his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect.Which of the following would give Ahmed the strongest indicator that the prospect was ready to close the sale? A) The prospect says, "I don't understand why I'd need disability insurance." B) The prospect says, "When is the first payment due?" C) The prospect says, "I'm very happy with my current coverage." D) The prospect says, "Don't you have any less expensive policies?" E) The prospect says, "I have coverage through my wife's job."
c
An emotional response that can take various forms such as feelings of regret, fear, or anxiety is: A) Saturday-morning syndrome B) buyer's high C) buyer's remorse D) closing reluctance E) closing reserve
e
An indication, either verbal or nonverbal, that the prospect is preparing to make a buying decision is called: A) an assumptive close B) a trial close C) a verbal clue D) a non-verbal clue E) a closing clue
a
Difficulties closing the sale are most likely to arise when: A) the salesperson is not strategically prepared for the close B) the "magic moment" has elapsed before the close has been attempted C) verbal and nonverbal clues contradict each other D) the customer responds positively to the trial close E) the salesperson has full confidence in the close
c
During the close, attention should be focused on: A) a more detailed analysis of customer objections B) introducing the customer to associated products and services C) the one specific benefit that generates the most excitement D) the ceremonial aspect of the presentation E) the features the product has that set it apart from the competition
e
If the prospect says "no," which of the following should the salesperson avoid? A) Thank the prospect sincerely. B) Prepare the prospect to evaluate competing products. C) Review the chain of events. D) Make sure the deal is really dead. E) Display open disappointment and indicate that you would like to return later and present the proposal a second time.
b
Incremental closes are especially appropriate for products: A) with a direct sales cycle B) with a long, complex sales cycle C) that are extremely expensive D) requiring more than one decision-maker to purchase E) that are complex technically
e
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers, that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception with her and is ready to close the sale and ask Anne to sign the contract.Because Lacey sells a service and not a product it is vital that: A) she use proof devices to sell the event B) she be on the scene when delivery is made C) she not charge sales tax D) she talk Anne into buying something Anne doesn't really need E) she work closely with the events manager to ensure perfect execution of the event
b
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers, that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception with her and is ready to close the sale and ask Anne to sign the contract.What language is Lacey most likely to use to close the sale? A) Are you ready to purchase the package? B) We've got you in the African Savannah room from six to midnight, with a one-hour cocktail hour with full bar and hot and cold appetizers, seated four-course dinner for 200, cake-cutting and plating, and full bar during dinner, all for $16,000 Is that correct? C) If you sign the contract now I can give you a champagne toast for free. D) Do you have any questions about pricing? E) As soon as you sign the contract, your date will be booked!
a
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers, that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception with her and is ready to close the sale and ask Anne to sign the contract.What type of close is Lacey most likely to use? A) summary of benefits B) trial C) direct appeal D) assumptive E) special options
c
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers, that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception with her and is ready to close the sale and ask Anne to sign the contract.Which of the following is a signal that Anne is ready to sign the contract to book the reception? A) She looks at her watch. B) She checks her phone for messages. C) She asks, "How much do I need to put down now to reserve the date?" D) She asks, "Why don't you offer pre-set desserts?" E) She says, "The country club offers a chocolate fountain at no extra cost."
d
Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers, that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception with her and is ready to close the sale and ask Anne to sign the contract.Why is post-sale service and execution of the event particularly important for Lacey as a sales representative? A) The zoo is so small that Lacey is also the catering manager. B) Lacey needs repeat wedding business from the bride. C) Without giving a discount, Lacey must make up for the high prices the zoo charges. D) The event itself is both a presentation and a proof device for all of the attendees that can bring Lacey more sales. E) Lacey must make up for the missed opportunity to excel at delivery and installation.
b
Michael LeBoeuf, author of How to Win Customers and Keep Them for Life, says that a surprising number of yes responses come: A) before the salesperson even asks for the order B) on the fourth or fifth closing attempt C) after the salesperson asks for the order D) after the salesperson asks for the order twice E) after the salesperson gives up the sale as lost
e
Once a salesperson has lost a deal, the salesperson should: A) remove the client's records from the CRM system B) send the client an email expressing displeasure with the negotiation process C) avoid contact with the client D) make sure the client knows about the weaknesses of the competitor E) keep the door open for future sales
e
Prior to the introduction of consultative selling and the partnering era, closing was often presented as: A) not necessary if the product was quality B) a game that could be won with strong persuasion C) a battle between salesperson and buyer D) the only thing a salesperson needed to practice E) the most important aspect of the sales process
d
Salespeople should be confident at the time of the close if they can answer "yes" to all of the following questions EXCEPT: A) Do you believe in your product? B) Do you believe in your company? C) Do you believe in yourself? D) Are you ready to give discounts if they are needed? E) Have you identified a solution to the customer's problem?
c
Salespeople should never put pressure on a buyer with this communication style, and must understand the buyer's perceived risks to overcome them. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective
e
Salespeople should never put pressure on a buyer with this communication style, and will not get anywhere by appealing to emotions. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective
a
Salespeople should persist if the first effort to close is rejected, as this type of buyer admires persistence. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective
d
Salespeople should provide support for this type of buyer's opinions and ideas, as this buyer needs social acceptance. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective
e
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a new church trying to attract new members by advertising their philosophy and service times.Despite the discount Shane offers, the church representative cannot regain trust in him, and walks away from the deal. What can Shane learn from this experience? A) Do not sell to organizations with limited budgets. B) Working with non-profits is risky. C) Be open about pricing if you know the prospect has a small budget. D) Churches do not buy ad space. E) Be completely transparent about pricing as early in the process as possible
b
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a new church trying to attract new members by advertising their philosophy and service times.Shane and the church representative spend time talking about ways to structure the deal to make it possible for the church to buy the ads. Shane offers to discount the ad space if the church pays for the printing costs. This discussion is part of: A) an extended close B) negotiations C) rebuilding rapport D) logrolling E) partnering
d
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a new church trying to attract new members by advertising their philosophy and service times.Shane did not mention to the representative of the church that the cost of printing the ads is not included in the price he quoted until it is time for the representative to sign the contract. The church representative feels that he has been deliberately misled by Shane, and finds that the printing cost puts the ads way out of the church's budget. At what point should Shane have discussed the price breakdown? A) during the close B) during the pre-approach C) while building rapport D) during the presentation of the product E) while servicing the sale
c
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a new church trying to attract new members by advertising their philosophy and service times.Shane feels the presentation and negotiation have gone well, so he decides to use a direct appeal close. What might he say to the representative of the church? A) Do you have any more questions about ad runs? B) It looks like I've covered all your questions. C) Are you ready to sign the contract so we can close the deal? D) Is there anyone else we should present this information to? E) How did I do?
a
Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a new church trying to attract new members by advertising their philosophy and service times.What makes selling ad space in the commuter rail system especially difficult? A) There are many other places and mediums in which prospects can advertise, so Shane needs to present a compelling reason to advertise on trains and in stations. B) People buy products, not services, so it is difficult for Shane to sell something that is not a tangible product. C) No one wants to pay for something that should be free, so Shane has to build a case for why a prospect should pay for ad space instead of getting it free. D) Prospects are concerned about buying advertising space on a moving vehicle, as they worry that the audience will not be able to read their messages. E) Prospects worry that the commuter rail ads target a specific audience.
b
The best closing method is: A) the one the sales manager prefers B) the one that is appropriate to the customer C) the one the salesperson has rehearsed most often D) either the assumptive or the summary-of-benefits close E) the multiple options close
b
The confirmation step is important because it: A) assures that the customer can not back out of the purchase B) reassures the buyer that they made the right decision C) means that the salesperson can collect the commission on the sale D) leads into the service step E) signals to the shipper to ship the product
a
To close a sale more effectively, it helps to look at the value proposition: A) from the customer's point of view B) from the competition's point of view C) as a made-up concept D) as the objective to reach for E) to determine which type of close to use
d
When a sale is lost, it is important to review the chain of events because: A) a client that has been lost once will be lost again B) the sales manager can take appropriate disciplinary action against the salesperson C) this will help the salesperson to determine how to retaliate against the competition D) this will enable the salesperson to learn from his or her mistakes E) this will determine if the client signed a letter of agreement or not
e
When you are working on a large, complex sale you should try to achieve: A) partnership B) synergy C) immediate commitment D) total commitment E) incremental commitment
a
Which is true of doing sales work in Latin America? A) You might receive a hug and pat on the back as part of the greeting process. B) Your interactions with decision makers will be direct and efficient. C) Lunch with the client tends to be brief and productive. D) Brazilian clients conduct business in Spanish or Portuguese interchangeably. E) Latin Americans do not value professional credentials or titles.
e
Which of the following is a major step to be followed when using the multiple options close? A) Review methods of payment. B) Create one solid product configuration for the client. C) Include all the bestselling products in the configuration. D) Introduce new products at a lull in the conversation. E) Concentrate on the options the prospect seems to be interested in.
d
Which of the following is a nonverbal buying clue? A) The prospect asks about the terms of the sale. B) The prospect's facial expression becomes closed off. C) The prospect crosses her arms over her body. D) The prospect leans forward and appears to be intent on hearing your message. E) The prospect begins to examine the product or study the sales literature as a way to tune out the salesperson's voice.
c
Which of the following is one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes? A) lack of preparation for the presentation B) lack of loyalty C) fear of making a mistake D) fear of asking for the close E) fear of public speaking
c
Withholding information from customers to reveal at the close is a bad idea because springing new information could: A) be a violation of federal "truth in advertising" laws B) cause the customer to buy more units C) jeopardize the sale and cause bad feelings D) be considered an assumptive close E) benefit a rival salesperson
c
You have covered the major points of the sales presentation and detected considerable buyer interest, but you feel that the prospect will not be able to put the entire picture together without help. Which type of closing would be most appropriate? A) balance sheet close B) management close C) summary-of-benefits close D) trial close E) assumptive close
