MKT 360 Ch5 smartbook

In a formula sales presentation, the salesperson talks about _______ percent of the time and listens about _______ percent of the time.

60-70; 30-40

When a story holds the attention of the audience and connects to their personal experiences:

Audience members remember the sales presentation better.

Silencing your mobile devices, having a coworker serve as a moderator of incoming questions from the audience, and arranging for childcare in advance are all good methods of eliminating or reducing _________ when you are delivering a virtual sales presentation.

Distractions

Which of the following are three benefits of framing data and facts within a compelling story?

Doing so helps the audience connect bits and pieces of the story to their own lives. The audience remembers the sales presentation better. Doing so holds the listeners' attention.

Less-experienced salespeople tend to be at ease during need-satisfaction presentations.

False

You should use stories only to sell products and services, not to sell yourself.

False

_______ are factual statements about a product's characteristics.

Features

The difference between persuasion and manipulation is often based on __________, or what is in the prospect's best interests.

Intent

__________ communication competence is the effectiveness of skills, attitudes, and traits for building successful cross-cultural interaction.

Intercultural

From the following list, select all of the benefits of using a memorized sales presentation.

It helps salespeople develop confidence. It allows salespeople to deliver accurate technical information in a short period of time. It helps salespeople speak intelligently about different products.

A customer's unstated needs are also called _______ needs.

Latent

__________ communication encompasses the behaviors by which people communicate in ways other than words, such as facial expressions, eye contact, and posture. (Enter one word in the blank.)

Nonverbal

Suppose you are about to give a PowerPoint presentation and your laptop computer dies. You forgot your recharging cord, and you don't have the presentation backed up on a thumb drive. Your sales presentation is likely to fail due to ______.

Poor presentation skills

The sales _______ is the delivery of product information relevant to solving the customer's needs.

Presentation

From the following list, select all the benefits of role play in preparation for a sales presentation.

Role play allows the salesperson to practice a sales pitch with a trusted colleague and to ask for feedback. Role play can help salespeople develop the best wording to use during a sales call. Role play allows salespeople to practice their responses to buyers' potential objections.

From the following list, select all the statements that are true.

Salespeople who engage in screen-to-screen selling must continue to build relationships with their prospects and customers. Virtual presentations are usually more effective if the salesperson injects some personality into them. Regardless of how they interact with salespeople, customers prize a consultative and personalized selling process.

When making eye contact with a potential buyer, you should be careful not to ______.

Stare

Place the steps in the AIDA buying process in order from first to last.

The salesperson gets the customer's attention. The salesperson creates interest in the product. The salesperson develops the customer's strong desire for the product. The salesperson moves the customer to action.

What is the key benefit of using stories in sales presentations?

They allow salespeople to make an emotional connection with their customers.

Which of the following two statements are true of people who have cultural awareness?

They are more likely to modify their behavior after they learn something about another culture. They often can predict the effects of their behavior on others.

Intercultural communication competence is the effectiveness of skills, attitudes, and ______ for building successful cross-cultural interaction.

Traits

According to research by Salesforce, more than half of individual consumers and more than three-quarters of business buyers believe that technology has changed their expectations of how companies should interact with them.

True

Research suggests that more than half of potential buyers want to see how a product works during the first sales call.

True

Which of the following are benefits of using data visualization? More than one answer may be correct.

Visual elements can replace data in boring tables that customers are likely to tune out. Visual elements can add interest to a presentation.

From the following list, select all the statements that are true.

We best learn and visualize information through stories. Stories can simplify and clarify complex information. Stories help the audience remember what they've heard. Through stories, facts and raw data gain meaning.

From the following list, select all the statements that are true.

We best learn and visualize information through stories. Stories can simplify and clarify complex information. Through stories, facts and raw data gain meaning. Stories help the audience remember what they've heard.

Which of the following questions are important to consider when planning a group presentation? More than one answer may be correct.

Who should present each part of the presentation? Where should we put our best presenter—first or last? Who is responsible for answering the customer's questions?

During the COVID-19 pandemic, many sales meetings that once might have taken place face-to-face were replaced by ______.

Zoom calls

In terms of evaluating the effectiveness of a story, what type of response from the customer is most likely to lead to a sale?

a visceral response

An individual's ability to reach communication goals while interacting with people from other cultures is known as cultural _______.

adroitness

From the following list, select all the statements that summarize the best posture to use during a sales presentation.

angle your head toward prospective buyers when you talk with them keep your head up and your hands open sit up straight

Which facial expression tends to make a salesperson look surprised, questioning, or unsure of their solution?

arched eyebrows

Which of the following is often interpreted as a signal that the listener is not open to what the speaker is saying?

arms crossed in front of the body

The letters in the acronym AIDA stand for ______.

attention, interest, desire, action

The stories told by for-profit organizations tend to focus on ______, while the stories told by nonprofit organizations tend to focus on _______.

changing the world; hope and perseverance

Which of the following involves the ability to stand back from yourself and become more cognizant of your cultural beliefs, perceptions, and values?

cultural awareness

A _________ is a statement of how the sales offering will add value for the buyer and/or the buyer's organization.

customer-value proposition

The first step in preparing an effective sales presentation is to develop a _______.

customer-value proposition

Storytelling captures the attention of the audience, motivates individuals and groups to act, and makes ____________ and facts come to life.

data

To enable effective team selling, selling teams embrace a free and open internal flow of customer ______________

data

_______ is the presentation of data in a graphical format using visual elements such as charts, graphs, timelines, and maps.

data visualization

From the following list, select all the guidelines you should follow to eliminate distractions during a sales presentation.

disable pop-ups on your computer screen ensure that you are in a quiet place (no barking dogs, crying children, or loud lawn mowers) don't rustle paper have a colleague serve as a moderator to field incoming questions from attendees

Which of the following can help salespeople feel more comfortable giving up control of the majority of a need-satisfaction presentation?

experience and training

By making _______ with potential buyers, you are relating to your audience and increasing your engagement with them.

eye contact

Which of the following are the three types of sales presentations?

formula memorized need-satisfaction

In which type of sales presentation does a salesperson follow a somewhat less structured, prepared outline, allowing more flexibility and opportunity to gather customer feedback?

formula sales presentation

From the following list, select all the facial expressions that you should avoid during a sales presentation.

frowning arched eyebrows artificial facial expressions

Developing stories about yourself and your personal journey can have several benefits, including ______.

making potential employers more likely to hire you helping you hire the best talent to work for you

In which type of sales presentation does the salesperson present the same selling points in the same order to all customers?

memorized

The three main types of sales presentations are ________, formula, and need-satisfaction presentations.

memorized

From the following list, select all the items that are benefits of telling stories in sales presentations.

motivating individuals to take action capturing the audience's attention motivating groups to take action making data and facts come to life

In which type of sales presentation does the salesperson begin by probing into the stated and unstated needs of the prospective buyer?

need-satisfaction

Those with cultural adroitness are unlikely to _____ their possible customers from different cultures.

offend

From the following list, select all the values typically displayed by people who demonstrate high cultural sensitivity.

open-mindedness social relaxation high self-concept nonjudgmental attitudes

Although many professional salespeople are now using screen-to-screen selling, they must continue to make the process _______ for their customers.

personalized and consultative

In the context of sales, the best stories are ______.

persuasive

From the following list, select all the elements of nonverbal communication.

posture eye contact facial expressions

Excellent salespeople begin their sales presentation by talking about the ______.

problem they are solving

A _______, which shows the customer how the product works, is an excellent sales tool for selling a high-quality product.

product demonstration

Which of the following are common elements of a formula sales presentation? More than one answer is correct.

questions trial closes objections a focus on the product being sold

Stories that engage the audience's emotions are particularly useful for nonprofit organizations because they can achieve which of the following goals? There is more than one correct answer.

raising awareness building trust achieving fundraising goals mobilizing volunteers

Which of the following involves acting out conversations, attitudes, and actions in a make-believe situation, in an effort to understand different points of view?

role play

A good way to practice and improve the facial expressions you use during sales presentation is to ______.

role-play a sales presentation with a coworker

The "main body" of the sales call is the _______.

sales presentation

Cultural __________ is the ability to understand the value of different cultures and to be sensitive to the verbal and nonverbal cues of people from those cultures. (Be careful with your spelling.)

sensitivity

Simply talking about features and benefits is often not enough. Salespeople also benefit by telling a convincing and memorable ___________ that conveys relevant information to the customer.

story

A good way to establish credibility is to start the sales pitch with a story that features a previous ______________

success

From the following list, select all of the engagement technologies that you can use to get your customers involved in your virtual sales presentation.

surveys chats live question-and-answer sessions polling

In what type of selling does a salesperson work with experts from across the firm to support new-customer acquisition and ongoing customer relationship management?

team selling

Suppose you are selling the services of your company, which offers doggie daycare and kennel services to dog lovers. Which one of the following pieces of information would your potential customers find irrelevant?

the company's commitment to finding homes for stray kittens

A good guideline regarding the use of interactivity during virtual presentations is to ______.

use interactivity only when it adds value to the audience

During a _______ presentation, the host and audience attend an online presentation remotely.

virtual

If you can convince a prospect to trust you, then you have a chance to persuade him or her that your product is ______.

worthwhile