Professional Selling Final Review

Which of the following guidelines should a salesperson follow during a product demonstration?

A salesperson should check for problem-free operation.

Which of the following does a salesperson need to do in order to produce understandable sales dialogue?

A salesperson should use verbal support elements during the sales dialogue.

Kayla, a salesperson, suggests to her team that a straight-line routing plan would be most appropriate for their accounts. However, Sandra disagrees and says the cloverleaf model would work best for their accounts. Which of the following, if true, would strengthen Kayla's argument?

Accounts are located in clusters that are some distance from one another.

In the context of sales dialogue, which of the following activities is a part of the ADAPT process used by salespeople before making sales presentations?

Assessing a customer's situation

A prospect that does not question price, service, warranty, and delivery concerns is probably interested in buying a product or service.

False

A salesperson should end the sales call if he or she sees that the buyer sincerely believes they have no need for a product or service.

False

Effective goals for self-leadership are those that are easy for salespeople to achieve.

False

Focusing on short-term orders is important to convert new customers to committed lifetime customers.

False

In an organized sales presentation, feedback from the prospect is discouraged, and therefore this format is more likely to offend a participation-prone buyer.

False

In order to expedite the process of shipping a product to a customer, a sales team should engage in designing and manufacturing partnership.

False

In the self-leadership process, assessment and evaluation must be done only at the end of the project period.

False

Most buyers are willing to overlook poor spelling and grammatical mistakes in a written proposal as long as the product is beneficial and affordable.

False

Portfolio analysis is the most often used method for account classification and is analyzed on the basis of a single factor.

False

Processing requests for rush deliveries does not affect long-term buyer-seller relationships.

False

The term sales conversation is used interchangeably with sales call.

False

Unless all the stages of the ADAPT process are completed, the customer value proposition will not contain enough detail to be useful.

False

When writing preliminary customer value propositions, salespeople attempt to overcome price objections.

False

With multimedia sales presentations becoming more routine, written sales proposals are declining in importance.

False

Mel is a salesperson for a technology services company. He wants to expand collaborative involvement between his company and his buyer's company. Which of the following activities is most likely to help Mel achieve his goal?

Getting engineers from his company and the buyer's company to work together

Which of the following is a function of Section 5 of the sales dialogue template?

Getting salespeople to identify key competitors and to specify their strengths and weaknesses

Ramon is a salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Ramon listens to the objection carefully. According to the LAARC method, which of the following should Ramon should do immediately after listening to the prospect's objection?

He should acknowledge the objection.

Craig, a salesperson, encounters a situation where two individuals from the buying group disagree on a particular benefit of the product he is presenting. Which of the following tactics should Craig employ in this situation?

He should be diplomatic and attempt to resolve the disagreement during the presentation.

Which of the following helps engage and involve buyers throughout a sales interaction?

Incorporation of sales aids like printed and electronic materials

In the four sequential components of effective salesperson follow-up, which of the following components immediately precedes the component "connect"?

Interact

In the context of verbal support elements, which of the following is true of examples in a sales dialogue?

It is either real or hypothetical in nature.

In the context of relationship marketing, identify a true statement about customer relationships.

It is generally more expensive to acquire a new customer than to sustain a current one.

Which of the following is true of a salesperson's agenda that he or she shares with a buyer at the beginning of a sales call?

It may or may not have been previously agreed to by the buyer.

Which of the following is true of a sales call?

It may take place in a seller's place of business or at a trade show.

In the context of account classification, which of the following is a benefit of single-factor analysis?

It requires no data manipulation.

Jake, a marketing executive at Relax Homes, issues a Relax Homes brochure to Tom, a prospective buyer. The brochure provided by Jake must necessarily include:

Jake's contact details.

Jane is a salesperson for a company that manufactures laptop computers. One of her customers left her a message indicating that he is unhappy with an order he received. In the context of ensuring customer satisfaction, what is the first thing Jane needs to do to resolve the customer's complaint?

Jane should ask the customer to explain the problem and listen carefully to get the whole story.

In the context of the relational sales process, which of the following is considered a partnership-enhancement activity?

Monitoring installation

Which of the following is a way to protect proprietary information required in a written sales proposal?

Placing a confidential notice on the cover

Leena is a salesperson for a catering company. When she works with a customer, she uses her understanding of the customer's needs and expectations to make meetings with the customer meaningful. Such value-added interactions help her build a good relationship with the customer. Which of the four sequential components of effective salesperson follow-up is Leena focusing on in the given scenario?

Relate

When handling a question in a group dialogue, which of the following ensures that everyone understands the question?

Repeating or restating the question asked by an individual

When dealing with prospective buyers, Marcus, a salesperson, consistently has trouble using presentation tools and sales aids effectively. Marcus could probably benefit from using the _____ Sequence.

SPES

A prospect's buying motives are linked to specific benefits offered in _____ of a sales dialogue template.

Section 4

Misha is a salesperson at a pet store. She loves to help customers find products they want for their pets. Even if a customer is rude, Misha responds politely and assists the customer with enthusiasm. Which customer service dimension is best exemplified in this scenario?

Service motivation

In the context of the effectiveness of presentation tools and sales aids, which of the following is the last step in the SPES Sequence?

Summarize the contributions of the sales aid.

Which of the following is a traditional method of earning commitment?

The assumptive close method

The question "Would you like to place an order today?" is an example of which type of technique to earn commitment?

The direct commitment method

Danish, a salesperson in a computer manufacturing company, has been trying to acquire a high-profile customer in the market. He has made a couple of sales calls to the prospective customer in the past. Now, in an attempt to close the sale, Danish makes a final call to the prospect and outlines all the major benefits that the prospect has confirmed over the previous sales calls. Which of the following selling techniques does Danish use in this scenario?

The summary commitment technique

Which of the following is true of sales aids?

They are most effective when developed for specific prospects and selling situations.

A salesperson's success depends on the degree of support he or she receives from others in the various functional areas of an organization.

True

After a sale is made, one of the best ways to provide useful information to the customer is by a personal visit.

True

High-tech sales support offices provide points of access to the various networks, intranets, and extranets the organization maintains.

True

Many customers feel neglected once they place an order with a company because the salesperson is not as attentive as he or she was previously.

True

Many purchasing agents have a motto never to buy on the first call with a salesperson.

True

One reality of the organized sales presentation format is that it requires a knowledgeable salesperson who can react to questions and objections from the prospect.

True

Product benefits become confirmed benefits only when a buyer indicates they are of interest.

True

Some buyers may raise objections during sales presentations because it is customary to do so.

True

Technology and automation help today's salespeople to constantly keep in touch with customers, with sales support, and with sales data and information.

True

When scheduling an appointment with a prospect, it is a good idea to specify the amount of time needed for the meeting.

True

In the context of sales territory routing plans, a straight-line routing plan works best when:

accounts are located in linear clusters that are some distance from one another.

In the context of account characteristics and suggested selling effort allocations for a typical portfolio analysis incorporating the factors of account opportunity and seller's competitive position, when competitive position is strong:

accounts should receive a heavy investment of effort and resources.

In the context of sales communications, canned presentations fail to capitalize on the ability to:

adapt to different types of customers and various selling situations.

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the services provided by his company and engages in regular follow-up activities to convert the new customer into a loyal customer. In the context of relationship enhancers, Ethan is engaged in _____.

adding value

In the context of service enthusiasm, reputation:

allows a salesperson to distinguish himself or herself from the competition.

The _____ is a selling technique in which a salesperson asks a prospect to select from two or more options during a sales presentation.

alternative choice technique

Most initial sales calls on new prospects require a(n) _____ that indicates that the seller thinks the prospect's time is important.

appointment

The sales message varies little from customer to customer in a(n) _____.

canned sales presentation

A testimonial written in story form is known as a(n) _____.

case history

During a sales presentation, Jeff, a salesperson at ChemHands, presents a sequence of benefits of using ChemHands sanitizers. To assess the prospective buyer's level of interest in the company's sanitizers, Jeff should use _____.

check-backs

When a prospect raises a price objection regarding a product, a salesperson should:

cite how the benefits of the product outweigh its cost.

Hameed, a salesperson in an electronics manufacturing company, makes a sales presentation to the owner of a small-scale company. At a particular point during the presentation, the prospect raises an objection stating that he has some concerns about the maintenance agreement. Hameed acknowledges his concern and lets him know that he will address it at the end of his presentation. In this scenario, Hameed uses the _____ method of handling sales resistance.

coming-to-that

Rupert, a salesperson for an agricultural equipment manufacturing company, makes a sales presentation for one of his prospects. Halfway through the sales presentation, while Rupert is still discussing the benefits of a particular tool, the prospect picks up the tool and begins to study it intently. The prospect looks at it from different angles and tests its weight. In this case, Rupert should take this nonverbal act of the prospect as a _____.

commitment signal

The three dimensions of customer service are:

communication, resilience, and service motivation.

Tony, a sales manager at OmniEye, presents his company's new ranterm-58ge of advanced surveillance cameras to a group of prospective buyers. Tony claims that the company's new version of cameras have a zoom capacity 10 times greater than its previous version. In the context of verbal support elements, Tony uses a(n) _____ to enhance his presentation.

comparison

Henry, a salesperson at ChillCool, approaches Sam in an effort to sell ChillCool's new air conditioner. Sam indicates that he is interested in an air conditioner that can benefit him by consuming less electricity. In this scenario, the benefit indicated by Sam is called a _____.

confirmed benefit

If a salesperson notices a billing error in an order, he or she should:

correct billing problems without being prompted by the customer.

Maria has placed an order for a tea table at Furnitup Inc. and has specified the shape and dimensions of the table she requires. In this scenario, the sales team at Furnitup should engage in a partnership with the _____ to meet the specific customer requirement.

design and manufacturing team

Sales aids in the form of slides, videos, or multimedia presentations are referred to as _____.

electronic materials

RidgeCut is a manufacturing company that has several stakeholders all over the world. The company maintains a secure website which is password protected and is not accessible to people outside the organization. Since this affects the company's marketing opportunities, RidgeCut decides to provide secured access to their stakeholders. In this case, RidgeCut should use _____.

extranets

Rita, a salesperson in a textile manufacturing company, makes a sales pitch to a representative of a garment manufacturing company. During the sales presentation, Rita shows the representative a few samples of the new fabric that Rita's company recently introduced in the market. The representative, however, expresses concern that her customers may not be keen on wearing clothes made of those fabrics. Rita responds to this by saying "I can certainly understand your apprehensions. Mark, from a company similar to yours, had the same concerns initially. However, we recently received feedback from him, and he says that his customers love the clothes made from the new fabric." In this case, Rita uses the _____ method to handle sales resistance.

feel-felt-found

High-tech sales support offices are set up:

for both resident and nonresident salespeople.

When selling to a buying group, a salesperson should arrive at the location before the group arrives because:

he or she can set up and check equipment and become familiar with the surroundings.

The best way to utilize the _____ method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer.

indirect denial

In a(n) _____, each team member contributes his or her special expertise toward maximizing the understanding of the customer's situation and needs, and then working together to create a unique, value-added solution.

internal relationship

The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to:

keep the sales dialogue positive.

In the context of the relational sales process, keeping customers satisfied is important as it:

leads to customer trust.

Juan, a sales executive, is involved in sales planning for the next eight months. In this scenario, Juan is making a(n) _____.

long-term plan

During a sales presentation, the most effective eye contact strategy for a salesperson is to:

look at each individual for a few seconds.

In the process of building internal partnerships, salespeople must:

maintain consistency in keeping commitments.

Relationships are formed between a buyer and a salesperson when:

multiple buyer-seller interactions occur in which the seller wins the trust of the buyer.

Martha is approached by a door-to-door salesperson selling household cleaning equipment. As the salesperson begins to demonstrate a vacuum cleaner, Martha tells the salesperson, "The equipment I have is still good." In this scenario, Martha is most likely raising a _____.

need objection

The two components of the trust-based relationship selling presentation format are _____.

need-satisfaction and consultative selling

According to research involving business customers, the number-one characteristic found to define a world-class salesperson is someone who:

personally manages the customer's satisfaction by being accountable for the customer's desired results.

A sales dialogue template always starts with _____.

prospect information

In markets where it is difficult to differentiate the core products, more and more companies are turning to _____ as a strategy to acquire and maintain customers.

service quality

Kara has an urgent requirement for a ConCom power bank and places an order online. She specifies that she looks forward to receiving the power bank within three days. However, the actual time the company requires to process the request is three days. In this scenario, the sales team of ConCom should engage in a(n) _____ to meet Kara's requirement.

shipping and transportation partnership

Sayuri goes to an accessory store and tries on a particular watch. She likes the watch, but owing to budget constraints, she decides to come back to the store the following week to purchase it. The salesperson at the store, however, tells her that the manufacturing company is planning to revise the prices of that particular range of watches and that it would be wise of Sayuri to buy the watch now rather than later. In this scenario, the salesperson is most likely using the _____ method to earn commitment.

standing-room-only close

Just before moving into the securing commitment and closing stage of the selling process, a salesperson should:

summarize the confirmed benefits of greatest interest to the customer.

In a written sales proposal, poor spelling and grammatical mistakes imply that _____.

the seller has little regard for attention to detail

The customer value proposition section of a sales dialogue template assumes that _____.

the value proposition is likely to be modified prior to the purchase decision

The _____ technique is a response to buyer objections in which a salesperson uses the opinion or data from a mediating source to help overcome the objection and reinforce the salesperson's points.

third-party reinforcement

Claire is a salesperson for a pharmaceutical company. During sales calls with prospective buyers, she often hears the statement "Give me a couple of weeks to think it over." In the context of sales resistance, this statement is most likely an example of a _____.

time objection

Roger, a sales manager at Pacto Corp., has been assigned a new client for selling Pacto's products and is collaborating with the marketing team to generate a sales proposal. In this scenario, Roger collaborates with the marketing team:

to gather information about new offerings in the market.

In the context of partnership-enhancement activity, a salesperson should:

train customer personnel even when contract does not call for it.

Steve, a salesperson at Cann Computer Corp., confirms that his prospective customer needs 50 new computers that offer high-quality graphics. During his sales presentation, Steve should:

try to convince the buyer that his company's computers offer high-quality graphics.

As a relatively experienced salesperson, Sally is aware of the different sales communication formats. One of her customers requests for information such as features, benefits, legal information, timeframe, and pricing data about a particular product that Sally is selling. For such a customer, Sally should develop a(n)-_____.

written sales proposal