Professional selling exam three
12) Expansion selling encompasses all of the following EXCEPT: A) full-line selling B) reselling C) suggestion selling D) cross-selling E) upselling
B
7) When a customer raises a valid objection that cannot be answered with a denial, the salesperson should consider using any of the following methods, EXCEPT: A) questions B) the back-pedal C) a combination approach D) a demonstration E) superior benefit
B
7) Which of the following prescriptions is part of the presentation strategy? A) Build a strong prospect base. B) Prepare a presale presentation plan needed to meet objectives. C) Assume a role of mentor and associate. D) Project a positive sales image. E) Focus on relationships.
B
The six-step presentation plan includes which of the following steps: A) rehearsing, initial contact, presenting, demonstrating, closing, and servicing B) approach, presentation, demonstration, negotiation, close, and servicing the sale C) custom fitting, presentation, demonstration, negotiating, communicating, and closing D) initial contact, presentation, demonstration, communication, closing, and servicing E) preapproach, approach, rehearsing, presentation, negotiation, and closing
B
29) An unhappy customer is most likely to complain to: A) the salesperson B) the sales manager C) the decision-maker D) potential customers E) the competition
D
10) Sometimes customer expectations aren't met. When this happens it is referred to as a: A) moment of happiness B) moment of magic C) moment of truth D) moment of consequences E) moment of misery
E
30) 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
The Office Video - Michael training sales people on how to get their attention
Michael is suppose to be training people, but he already starts off on a bad foot by being deeming to the receptionist (gate keeper).
15) Which of the following is NOT true with respect to negotiations in foreign cultures? A) Different cultural expectations can cause miscommunication. B) It is a bad idea to become antagonistic during negotiations. C) You should get involved in native business rituals. D) German buyers are likely to look you in the eye. E) In China, negotiations are less straightforward than in Japan.
e
25) In a situation in which the customer may not be fully aware of a problem, the salesperson will need to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution
e
1) Buyers trained in price negotiation use all of the following tactics EXCEPT: A) product compromise B) split the difference C) budget limitation D) take it or leave it E) if...then
A
1) 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
A
1) Quick & Reilly, a financial services company, was able to increase sales by 35 percent by implementing which of the following programs? A) cross selling B) customer service C) full-line selling D) extranet E) upselling
A
11) All of the following are major steps to be followed when using the multiple options close EXCEPT: A) review methods of payment B) configure more than one product solution C) remove products that the prospect does not seem genuinely interested in D) cease discussing or showing new products E) concentrate on the options the prospect seems to be interested in
A
16) Obtaining permission to ask questions is one way of transitioning from the: A) approach B) close C) presentation D) negotiation E) demonstration
A
16) Once the customer buys your product, expectations: A) increase B) stay the same C) decrease D) are fulfilled E) become less important
A
16) Statements, reports, testimonials, customer data, and photographs are all examples of: A) proof devices B) presentation software C) PowerPoint slides D) product literature E) presentation strategies
A
16) The step in the Presentation Plan involving reviewing goals and making initial contact is the: A) approach B) presentation C) demonstration D) negotiation E) close
A
16) Working to reach an agreement that is mutually satisfactory to both buyer and seller is also called: A) negotiation B) agreement C) practice theory D) tactics E) strategy
A
21) An approach that involves using the good will of a third party to make contact with the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
A
21) Value reinforcement means: A) getting credit for the value you create for the customer B) showing the customer the specific benefits of the product C) using bridge statements D) using the assumptive method to close a sale E) reiterating the features the customer will get for the purchase price
A
26) If the customer's problem is not solved by any of the products or services the salesperson sells, then it is appropriate for the salesperson to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution
A
26) Salespeople can deal with all of the notes they take on sales calls and other negotiations most effectively by: A) entering the notes into a searchable CRM system B) putting the notes into folders, one for each account C) copying the notes and putting them into a three-ring binder D) scanning the notes in to a computer and saving them as PDF files E) giving them to support staff to organize and archive
A
26) The effort to sell better-quality products is called: A) upselling B) cross-selling C) full-line selling D) logrolling E) leveraging
A
6) Sometimes used in conjunction with company supplied forms, these types of questions are often used in service, retail, wholesale, and manufacturing selling: A) preplanned questions B) problem questions C) implication questions D) organization questions E) specific benefit questions
A
6) The "feel-felt-found" method is used in conjunction with which of the following? A) indirect denial B) direct denial C) trial offer D) superior benefit E) demonstration
A
Raymundo is trying to develop a presentation strategy. One of the prescriptions he should follow is: A) prepare objectives B) become a product expert C) configure value-added solutions D) discover customer needs E) recognize closing cues
A
12) One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting. Which of the following approaches is this? A) product demonstration B) agenda C) social D) referral E) customer benefit
B
17) A feeling of ownership in the customer creates: A) a sense of camaraderie B) a desire to own the product C) a lag in the desire to purchase the product D) word-of-mouth sales E) resistance to price increases
B
17) A salesperson should consider reviewing the benefits of the product before making price concessions to a buyer who engages in which of the following tactics? A) budget limitation tactic B) take-it-or-leave-it tactic C) let-us-split-the-difference tactic D) "if...then" tactic E) "sell low now, make profits later" tactic
B
17) 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
B
17) Of the customers that leave companies each year, which percentage leave because of bad customer service? A) 70-80 B) 50-70 C) 35-50 D) 12-15 E) 8-10
B
17) The step in the Presentation Plan involving determining needs, selecting a solution, and showing the product to the customer is the: A) approach B) presentation C) demonstration D) negotiation E) close
B
2) Customer complaints are information that should be viewed as: A) a short-term problem that should not be viewed as a major concern B) a source of important information and an opportunity to prove the firm's commitment to service C) a long-term problem that will require attention in the future D) a problem that may have a negative impact on the salesperson's earnings E) a serious problem with the company culture
B
2) Which of the following is NOT one of the buying anxieties that make customers reluctant to commit according to Gene Bedell author of 3 Steps to Yes? A) loss of options B) lack of loyalty C) fear of making a mistake D) social pressure E) peer pressure
B
2) Which of the following is an acceptable method of negotiating the price objection? A) Make price the focal point of your presentation. B) Explain and demonstrate the difference between price and cost. C) Focus your comments on an individual product feature. D) Apologize for high prices. E) Lower the price if the customer balks
B
22) A way in which salespeople can use technology to strengthen relationships with customers is by: A) allowing customers to cancel orders without having to talk to a person B) sending email confirmations of appointments or agreements C) sending letters through the mail D) placing automated prerecorded phone calls to customers on a programmed schedule E) faxing large numbers of sales letters to potential leads
B
22) An approach that gets the prospect thinking about a problem the salesperson can solve is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach Answer:B
B
22) 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
27) Salespeople can add value to the sales process by doing all of the following EXCEPT: A) making the purchase painless B) hurrying the close process C) making the purchase convenient D) making the purchase hassle-free E) showing customers how to install and use the product
B
7) Test results are most effective as a demonstration tool when: A) they are part of a bound paper presentation B) they come from a respected independent agency C) they have been presented to the prospect in a spreadsheet or chart D) they demonstrate that the product is superior to the competition E) they have been sponsored by the vendor
B
7) The dimensions of need discovery include all of the following EXCEPT: A) asking appropriate questions B) configuring a solution C) listening to customer response D) establishing a buying motive E) acknowledging customer response
B
13) All of the following are practices that should be used when making a telephone contact EXCEPT: A) politely identify yourself and the company you represent B) confirm the appointment with a brief note, e-mail message, or letter C) avoid telling the person how much time the appointment may take D) state the purpose of your call and explain how the prospect can benefit from a meeting E) thank the person for taking your call
C
13) All of the following statements regarding audiovisual presentations are true EXCEPT: A) Never rely too heavily on "bells and whistles" to sell your products. B) At the conclusion of the presentation, review the key points. C) Show the entire presentation and then answer questions. D) Be sure the prospect knows the purpose of the presentation. E) Be prepared to stop the presentation to clarify a point or to allow the prospect to ask questions.
C
13) Of the principles listed below, the best principle to follow to make your presentations effective is to: A) be technical; show the prospect your knowledge of the product B) emphasize your product's features C) keep it simple and straightforward D) only use information-gathering questions E) use charts or presentation software
C
13) Which of the following is a major guideline that should be considered when using suggestion selling? A) Don't waste time suggesting low-profit items. B) Don't hesitate to make suggestions before closing the sale. C) Don't make suggestions until you have first satisfied the customer's primary need. D) Show the suggested item only if the customer seems interested. E) Suggestion selling should be used to generated half again as much revenue as the primary product does.
C
18) A presentation strategy that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
C
18) Diligence, an essential service behavior, combines responsiveness and: A) service B) trust C) reliability D) persuasiveness E) precision
C
18) The step in the Presentation Plan involving deciding what to demonstrate and choosing selling tools is the: A) approach B) presentation C) demonstration D) negotiation E) close
C
23) An approach that goes directly to showing the product to the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
C
23) One important reason for salespeople to make follow-up telephone calls to customers is: A) company policy asks salespeople to make follow-up calls B) sales managers cannot make all the calls themselves C) the customer may place repeat orders during a phone call D) customer service representatives cannot be trusted to make the calls E) the customers are certain to have complaints and issues that need to be addressed
C
23) 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
C
28) Reminder presentations are often performed by: A) call center employees B) sales managers C) missionary salespeople D) technical employees E) marketing managers
C
3) Adding value with a cluster of satisfactions would be an effective way to deal with: A) time and product resistance B) need and product resistance C) price resistance D) time and need resistance E) need resistance
C
3) 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
C
3) The major purpose of the approach is to: A) build desire for your product B) encourage the prospect to buy your product C) capture the prospect's full attention and build interest in the product D) gather facts about the prospect's authority to buy your product E) get attention any way possible
C
3) When dealing with customer complaints, the salesperson should: A) determine if the complaint is real or imagined B) point out the fallacy in the customer's argument C) decide what action must be taken to remedy the problem D) avoid telling the customer his/her point of view about the cause of the problem E) blame the problem on other departments in the company
C
3) When prospects participate in a sales demonstration, they: A) tend to bond with the salesperson B) usually ask more questions C) receive one of the most effective sales demonstrations D) almost always buy the product E) talk more than the salesperson does
C
8) All of the following are current developments in customer service, EXCEPT: A) Salespeople are spending more time monitoring customer satisfaction. B) Customer knowledge is viewed by sales and sales support personnel as an important key to improving customer service. C) The personal follow-up visit has proven to be the only effective follow-up method. D) Customer friendly computer-based systems will frequently be used to enhance customer service. E) Salespeople will display higher rates of sportsmanship in the face of disappointments.
C
8) Paolo Rodrigues is a sales rep employed by Montano Travel Services. He is preparing to demonstrate a very complex computerized reservation system at a meeting with a corporate client. Which of the following guidelines would be most helpful as he conducts the demonstration? A) Use showmanship to build interest in the new reservation system. B) Use a portfolio to organize the key sales goals. C) Offer one idea at a time, and be sure that the customer understands each point before moving on. D) Be sure the sales demonstration gives the prospect a temporary feeling of ownership. E) Use the customer's own computer to demonstrate the product.
C
8) The best way to overcome a sincere need objection by a business prospect is to: A) instruct the prospect in comparison shopping B) make the price the major selling point of the sales presentation C) prove that your product will help ensure company profits D) point out the superior qualities of your product compared to others on the market E) reiterate all the features of your product
C
8) 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
C
14) A form that serves a communications link with persons who can assist with customer service is called a: A) service card B) follow-up card C) product service card D) call report E) product service report
D
14) An example of a probing question would be: A) "What amount of time do you currently spend on the telephone?" B) "What type of security system do you currently use?" C) "Would you like me to write up the order?" D) "Would a 20 percent reduction in turn-around time improve your profit picture?" E) "Can I show you how our product works?"
D
14) If a customer says to a sales representative from Johnson Supply, "I've always purchased my supplies from the Ralston Company," this person is raising an objection to: A) product B) time C) need D) source E) price
D
14) 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
D
14) Which of the following is an effective suggestion for dealing with sales call reluctance? A) Try to avoid feeling anxious about the initial contact. B) Do not anticipate success because you may become overconfident. C) Avoid the loss of spontaneity that often comes with a well-rehearsed approach. D) Develop a deeper commitment to your goals. E) Develop a healthy sense of realism about your prospects.
D
19) A presentation strategy that influences the prospect's beliefs, attitudes, or behavior and encourages buyer action is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
D
19) PowerPoint presentations are an easy and inexpensive way to give a(n): A) sample of product literature for the customer to keep B) interactive demonstration C) sample of your product D) professional-looking presentation E) research summary
D
19) 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?
D
19) The step in the Presentation Plan involving anticipating buyer concerns and using the win-win methods is the: A) approach B) presentation C) demonstration D) negotiation E) close
D
24) A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
D
24) Full-line selling is also known as: A) approach selling B) upselling C) cross-selling D) suggestion selling E) expansion selling
D
24) 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
D
29) 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
D
4) Resistance to the product is usually caused by all of the following EXCEPT: A) the product is not well established B) the present product is satisfactory C) friends or acquaintances did not like the product D) the product has been given a low rating by the competition E) the price is higher than competing products
D
4) The purpose of the follow-up communication between customer and salesperson is to express thanks for the order and to: A) introduce related products and services B) complete the call card form C) request referrals of other prospects D) determine if the customer is satisfied with the purchase E) ask for payment
D
4) Which of the following is an accurate statement regarding the sales presentation? A) It is best to communicate all you know about the product to the customer. B) The location of the sales demonstration is not likely to make a difference. C) Each product feature is of equal importance to the customer. D) Appealing to the prospect's senses makes the sales demonstration more powerful. E) A sales presentation that does not use technology is not likely to be successful.
D
4) Which of the following statements indicates the salesperson is using the "survey" approach? A) "Would you be interested in a security system that is currently used by most major banks in America?" B) "Tammy Williams, buyer for the Mayfield Company, has been very pleased with our line of drapes and suggested I arrange to show you our products." C) "I am anxious to show you our newest copy machine." D) "I want to study your traffic patterns to be sure that our product meets your needs." E) "Please accept this sample of our floor cleanser."
D
4) Which type of questions help the salesperson discover facts about the buyer's existing situation, and are often the first step in the partnership-building process? A) confirmation questions B) closed questions C) open questions D) general survey questions E) probing
D
9) After closing a sale the salesperson should do all of the following EXCEPT: A) congratulate the customer on making a wise decision B) describe the satisfaction that will come from owning the product C) ask for names of new prospects (referrals) D) initiate a general conversation E) resell the buyer emotionally to prevent buyer's remorse
D
9) In the field of personal selling, persuasion: A) does not belong in a consultative style sales presentation B) will offend many customers who want to make up their own mind C) seldom achieves the goal of closing the sale D) is an acceptable strategy once a need has been identified and a suitable product has been selected E) is considered old-fashioned
D
9) One of the most common forms of buyer resistance and one of the most common excuses is: A) lack of recognition of need for the product B) personality conflict with the salesperson C) loyalty to another firm D) resistance to price E) dispute about payment terms
D
10) All of the following are examples of a presentation objective EXCEPT: A) obtain personal and business information to establish the customer's file B) establish rapport with the customer C) provide value justification in terms of cost reduction and increased revenues D) begin building a relationship with the customer E) acquire information needed for a routing plan
E
10) If a salesperson was attempting to develop a feeling of ownership in a prospect shopping for a diamond ring, s/he might: A) explain the concept of the four C's B) explain the store's installment payment plan for the item C) lay the ring on black velvet to enhance its brilliance D) inform the customer of the gem's clarity E) encourage the customer to try it on
E
10) Which of the following is NOT one of the parts of the Consultative Sales Presentation Guide? A) selection of the solution B) servicing the sale C) need satisfaction D) need discovery E) strategic planning
E
15) A major reason for asking survey questions is to: A) find out if the customer possesses a view point that may serve as a barrier to closing a sale B) find out if your message is getting through C) qualify the prospect D) confirm that the prospect understands the basic facts about the product E) collect basic facts about the buyer's existing situation and problem
E
15) The statements, "The certificate of deposit represents a safe investment, but you may want to examine some options that will give you a better return on your investment. Completion of our Financial Planning Profile questionnaire can help us identify investment options," provide an example of: A) a comment on here-and-now observation approach B) the question approach C) the survey approach D) the method approach E) the combination approach
E
20) A presentation strategy that maintains an ongoing awareness and familiarity with product lines, often after the sale, is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
E
20) The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the: A) approach B) presentation C) demonstration D) negotiation E) close
E
20) Web-based demonstrations can be an effective way to present when it is: A) imperative that a customer see a full product demonstration B) important to meet face-to-face C) important to impress the buyer with technology D) too difficult to coordinate schedules of the attendees E) impossible or expensive to present in person
E
25) An approach that involves giving the customer free samples of the product is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
E
5) As a general rule, we can close more sales by: A) increasing the amount of time we spend telling customers about product features B) increasing the number of facts and figures we use in the presentation C) decreasing the time allocated to active listening D) decreasing the amount of detail in the sales presentation E) using confirmation questions to determine if we are on the right track
E
5) Research studies indicate that the referral approach is effective because: A) customers let their guard down when a third party is mentioned B) customers know that the viewpoint of a third party is always accurate C) customers always respect the opinions of a third party D) customers seldom trust a salesperson, but do trust a third party E) customers will be far more impressed with your good points if they are presented by a third party rather than by you
E
5) The components of the demonstration worksheet form are the features to be demonstrated, proof device to be used, what you will say, and: A) when to ask for the close B) when you will involve the prospect C) when you will show and tell D) what the customer is likely to say E) what you or the customer will do
E
5) The major advantage of a telephone call over written correspondence is that: A) it is cheaper B) less time is involved C) it offers spontaneity D) the buyer is a "captive audience" E) two-way communication is involved
E
5) When a prospect has finished voicing an objection, it is a good idea for the salesperson to: A) suggest postponing the negotiations B) divert attention to a product feature C) point out the relationship between price and quality D) agree that the objection is true and accurate E) be certain both parties are clear about the true nature of the problem
E
26) All of the following are guidelines for presenting in front of a group EXCEPT: A) Identify and present primarily to the main decision-maker. B) Identify the titles and roles of the people who will attend. C) Check out the meeting room in advance. D) Be sure your presentation is characterized by clarity and simplicity. E) Anticipate questions you are likely to be asked and be prepared with answers that are concise and persuasive.
a
30) Determining your BATNA and ZOPA will help you in negotiations because: A) the process will be delayed and you may be able to wear the buyer down B) you will have a leg up on buyers, who are restricted from performing these assessments C) you will only make the sale if your BATNA determination matches your buyer's exactly D) they determine the best fair price for a product E) they tell you what you will be willing to accept before you walk away from the negotiation
e
