SS Exam 3
Assume the prospect says, "I really like the ergonomic design of the office furniture you are selling, but I need to ask my boss about it before I buy." According to the text, which of the following would NOT be an appropriate response for the salesperson to make?
"Good! I'll call you later in the day."
Which of the following is the best example of a source objection?
"We want to work with a more established IT company for our backend services"
Which of the following is an example of a question that a salesperson might and as part of using creative imagery? "Does the prospect have the desire to buy the product?" "Would this prospect be interested in saving money?" "How much of a discount needs to be given for me to make this sale today?" "Does the prospect have the money to buy from me?" "What are the chances that the prospect will ask a question I can't answer?"
"What are the chances that the prospect will ask a question I can't answer?"
Which of the following is an example of a direct question? "What features do you need in a file system?" "How will you use this forged steel trowel?" "Where will you use this security light?" "Why do you need an additional hard drive?" "Would you like to try a free sample today?"
"Would you like to try a free sample today?"
Clearwater Hampers is a small British company that sells luxury food and drinks in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business as well as are a number of department stores. Clearwater has had several orders for more than a quarter of a million dollars and prides itself on how much repeat business it does. The company's leading salesperson, Peter Austin, is placed in charge of an important territory divided on the basis of geography and sales potential. He classifies his customers according to the size of their average orders. Austin is a firm believer in the 80/20 principle. This means he believes:
20 percent of his customers will provide 80 percent of the sales.
Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer? Wear fairly conservative clothing Learn how to pronounce the prospect's name Keep an erect posture, but if possible, sit down Refrain from smoking in the prospect's office Apologize for taking the prospect's time
Apologize for taking the prospect's time
Bonnie Gui, an appliance salesperson, is using the SPIN approach. She was sure her prospect was ready to buy, but instead the prospect responded negatively to the need-payoff question. What should Bonnie do now? Ask for a new appointment on another day Terminate the presentation and leave Begin her demonstration Ask a problem question Use a trial close
Ask a problem question
Which of the following is the most suitable rapport topic for ongoing meetings with prospects? Ask about the progress on a project that the buyer previously shared with you. Ask about work history Ask about the activities over a period of time (vacation, previous weekend, etc.) Ask for perceptions about a business topic or trend Ask about their interests (hobbies, sports, activities, etc.)
Ask about the progress on a project that the buyer previously shared with you.
What should a salesperson do if the prospect's name is unusual and difficult to spell? Spell the name phonetically Pronounce the name in the way it is comfortable Ask the prospect for the correct spelling Reduce the usage of the name in the conversation Use the most common spelling
Ask the prospect for the correct spelling
What is an objective of both the statement and demonstration approach techniques? Capturing the prospect's attention Identifying the main competition Determining the prospect's personality type Discussing product features and benefits Closing the sale as quickly as possible
Capturing the prospect's attention
Do you know that you could save almost $100 if you purchase your airplane tickets through Global Vision Travel Agency?" asked the travel agent to the young couple planning their honeymoon trip to Europe. What kind of an approach was the travel agent using? Product Complimentary Demonstration Customer benefit Premium
Customer benefit
What is the primary purpose of the sales presentation goal model?
Determining which elements of the sales presentation mix to use
A salesperson tells his customer, "You are not only buying my products but me as well!" What could be the purpose of this statement?
He is trying to personalize the relationship.
Which of the following questions is part of the sales presentation goal model?
How will you design and display visual aids?
Which of the following is NOT a psychological objection?
Resistance to domination
Which of the following statement is most likely true about the question approach? Spontaneous questions are more effective than pre planned questions. Using questions as openers is an effective but infrequently used approach method. The usage of questions in the presentation reduces prospect participation. The questioning approach is ineffective with the problem-solution presentation. Some question should be phrased as direct negative-no types to solicit brief responses.
Some question should be phrased as direct negative-no types to solicit brief responses.
Which of the following statements about the no-need objection is true?
Some salespeople actually encourage their prospects to make this kind of an objection because their sales presentation is poor.
Which of the following statements about the alternative-choice close is true?
The alternative-choice close does not give the prospect a choice of buying or not buying.
Which among the following is NOT a valid reason for using dramatics in the sales presentation? To increase the salesperson's persuasive powers. To capture the prospect's interest. To create a powerful proof technique. To provide a clear explanation of the product. To create two-way communications.
To create a powerful proof technique.
Which of the following is a positive method for dealing with price issues during the business proposition phase?
You can pay the total price over a series of months.
Which of the following is NOT an example of a proof statement?
a demonstration
Which of the following is NOT an example of a visual aid?
a demonstration
Robert McIntosh, a realtor, is showing a new apartment to a couple. The husband asks Robert "What kind of terms do you offer?" Robert should most likely respond by:
asking what terms the prospect wants.
_______ attempts to have prospects imagine using the product themselves.
autosuggestion
Clearwater Hampers is a small British company that sells luxury food and drink gifts in various combinations in picnic hampers. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars and prides itself on how much repeat business it does. the company's leading salesperson, Peter Austin, is placed in charge of an important territory divided on the basis of geography and sales potential. He classifies his customers according to the size of their average orders. Austin has arrived at a prospect's office 30 minutes earlier than his appointment time. What should Austin do?
catch up on paperwork
according to the text, ____ should be the easiest part of the presentation
closing the sale
Kelly, a car salesperson, is working with a highly indecisive prospect. Which of the following close techniques would be LEAST likely to close the sale for Kelly?
compliment
A salesperson walks into a patisserie and says to the proprietor," Ms Kylie, your pastries are delicious. I have never tasted any better in my whole career." This is an example of a(n): customer benefit approach. multi-question approach. introductory approach. opinion approach. complimentary approach.
complimentary approach.
When planning for objections, a salesperson should most likely:
consider the reasons a prospect should and should not buy.
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. According to the company's leading salesperson, Peter Austin, "We have lots of repeat corporate customers as a result of the importance we place on getting the hampers out on time and filled with the right products." As proof statements of the superiority of Clearwater Hampers, Austin should most likely use:
customer testimonials.
If Janae says to her prospect, "No. Your data is wrong. The Model K2R has a superior engine and will last twice as long as my competitor's model." Janae is using the _______ technique for handling a prospect's objection.
direct denial
Identify the technique used by the salesperson who neither denies, answers, nor ignores the objection.
dodge
a prospect says, "I think the price of your display case is a little high." The salesperson replies, "Let me tell you about the value that goes with our display case." What method is the salesperson using to meet the objection?
dodge
During the sales presentation, the salesperson said, "I guarantee my company's air filters will outperform the competition's filters or I'll buy them all back." This is an example of a(n):
dramatization
To show the strength of a plastic pallet, the salesperson asked the prospect to step into the parking lot. Once they were in the parking lot, the salesperson laid a pallet on the ground and drove his car across the pallet. Then he got out of the car and asked the prospect to examine the pallet for cracks or breaks. This theatrical presentation of a product's feature is called a(n):
dramatization
According to the Core Principles of Professional Selling, which of the following is essential for building a true relationship between the buyer and seller?
ethical services
According to the text, as a salesperson, you earn the right to a prospect's time and serious attention by: dressing conservatively for sales calls and presentations. ignoring sales presentation interruptions. maintaining eye contact with the prospect. expressing a sincere desire to solve the buyer's problem. being on time for your appointments.
expressing a sincere desire to solve the buyer's problem.
A prospect says, "I don't like your color choices." The salesperson responds, "Before you decide to buy, let me tell you about our credit plan." This salesperson is using a boomerang technique.
false
A sales presentation has to be delivered after the prospect has reached the conviction stage of the mental buying process.
false
A textbook salesperson who says, "Instructors at Harvard and Yale really like this new approach to marketing," is using a suggestive proposition.
false
After responding to an objection, the salesperson should ask for the order.
false
First impressions are often related to a research term, thin-slice judgments. This means that our decisions or judgments about someone or something occur after a detailed cognitive processing.
false
If you are 100 percent sure that you cannot overcome an objection, never ask for the order.
false
In the customer benefit approach, the salesperson offers a gift or sample to the prospect.
false
Proof statements are to be presented soon after completing the sales presentation.
false
The actual product may not be considered as a visual aid to use during a sales presentation?
false
The first question to ask a prospect when using the SPIN approach is referred to as the strategic question. false true
false
The five elements of the sales presentation mix are the product, the prospect, proof statements, visuals and the salesperson.
false
The minor-points close is similar to the balance-sheet close.
false
The salesperson should hope that the prospect says nothing during her presentation so that she can give an uninterrupted sales presentation.
false
The salesperson should postpone all the objections to the end of sales presentation to maintain control of the presentation.
false
The statement, "I'll place that order for six pallets of potting soil right now," is an example of an unethical close.
false
Trial close is generally used before answering an objection.
false
Which of the following assures prospects that if they are dissatisfied with their purchase, the salesperson or the company will stand behind the product?
gaurentees
A retail store buyer who dwells on trivial details like the placement of buttons or the stitching on the collar as the reason for not buying, more than likely has _______ objections.
hidden
The price-value formula:
is the answer to "your price is too high" objection.
To close more sales, it is essential that the professional salesperson does all of the following EXCEPT:
limit order requests to twice per call.
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. One of Austin's customers, Parson Pharmaceuticals, regularly purchases 100 large picnic hampers each December. However, Parson has decided not to give gifts this upcoming holiday season. Austin should most likely:
make a sales call to Parson in the future.
The second essential step of a sales presentation is the:
marketing plan
The price/value formula teaches the professional salesperson to:
meet a money objection by increasing the perceived value of a product.
Even though Joseph and Heidi had not placed their order, the salesperson asked the couple, "Would you prefer delivery of this shower enclosure Thursday or Saturday?" This question is an example of a(n) _______ close.
minor-points
The car salesperson says to the prospect, "I have written down all the reasons why you should buy the new Ford Expedition. I think this might convince you that this is the car for your family." The car salesperson was using a(n) _______ close.
modified T-account
The salesperson was selling the couple a garden tub for their new bathroom. He said, "The water jets, large capacity, and marble finish are wonderful features, wouldn't you agree?" When this first close failed, he asked, "Will you want to use clear or white caulk to install your new tub?" The couple did not answer this question. The salesperson then began making a two-column list with reasons for and against buying. The salesperson used a:
multiple-close sequence.
_______ refers to reaching an agreement mutually satisfactory to both buyer and seller.
negotiation
The prospect stands up after the sales presentation and says, "Your electronic vending machine seems to be very sophisticated, but we are highly satisfied with the models we are currently using. Thanks for coming by." Which objection is being used by the prospect?
no-need
In the _______ approach, the salesperson gives a prospect a free sample or gift. complimentary souvenir premium customer benefit gift
premium
The most commonly postponed objection is the _______ objection.
price
Jessica sells exercise equipment to health clubs and similar facilities. During a sales call, her prospect says, "Our clients are quite happy with the results they are getting from the use of our current equipment." This is an example of a _______ objection.
product
Which of the following is one of the elements of the salesperson's presentation mix? Knowledge Conviction Trial close Questions Proof
proof
When a prospect shows resistance to a salesperson's attempt to close a sale, the customer is most likely:
raising an objection
If you walk into your prospect's office and she says, "I'm sorry, but there's no use in our talking. I am satisfied with my current suppliers. Thanks for coming by." You should use a _______ question to move the conversation from the negative ground to a more positive condition. redirect directional rephrasing direct nondirective
redirect
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. Austin phones a recipient of one of Clearwater's deluxe hampers to inquire if the picnic basket arrived on time and undamaged, which suggests that Austin engages in:
relationship selling
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Peter Austin is extremely successful and the major reason for his success is the way he handles objections. He believes that effectively handling objections is the key to success in a sales profession. Today he is calling the CEO of Diamonite to make an important sales presentation. Austin is confident of handling the objections as he has prepared for the call. When the CEO said, "Our customers don't expect us to give them presents," Austin responded by saying, "You mean your customers don't deserve to be rewarded for their business?" Austin has:
rephrased the objection.
while working with a customer at your weekend job in a furniture store, you notice the customer is closely examining a set of patio furniture. From your study of professional selling, you know that the customer is:
sending a buying signal
"Shouldn't you go ahead and order swimsuit stock for your retail store now before the heavy demand of the summer season reduces the available choices of styles and colors?" this is an example of a(n):
suggestive proposition
The salesperson is trying to convince a prospective buyer to buy his professional hair salon products. The salesperson says, "These products have an advantage over other market products because they are not animal-tested. They use only organic ingredients and are available in five different strengths." The salesperson is using the:
summary-of-benefits close.
For salespeople, _______ refers to the time from when the salesperson first sees the buyer to when they begin to discuss the product. leading the approach data mining the preapproach qualifying
the approach
Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. The company's leading salesperson is Peter Austin, who sees his company "as a service company rather than a food and drink business. Our priority is to get the hampers out on time, filled with the right products." Austin often checks to see if his customers are satisfied with his service. For one customer, Austin was asked to include a plastic piggy bank in each hamper. Austin purchased the piggy banks from ABC Gifts and included them in the hampers. Clearwater Hampers does not plan to purchase piggy banks in the future, so the ABC Gifts salesperson most likely engaged in:
transaction selling.
"In addition to that, is there any other reason for not going ahead?" is the second question in the five-question sequence method for overcoming objections.
true
A customer benefit approach statement is useful when a salesperson already understands the prospect's critical needs. true false
true
After the presentation, experienced salespeople use a trial close to determine the prospect's attitude toward the product and if it is time to close.
true
During the sales presentation, the salesperson should provide information that encourages the prospect to develop positive beliefs about the product.
true
If you are not aware of the corporate culture, wear business clothes that are suitable and fairly conservative. Rarely will a prospect perceive you negatively if you are overdressed. true false
true
It is generally a mistake to allow the prospect to hold your catalog, price list, or brochure during a sales presentation.
true
One of the ways a salesperson earns a prospect's attention is by exhibiting specific product knowledge. true false
true
One of the ways a salesperson earns a prospects attention is by exhibiting specific product knowledge
true
Some research suggests that we are not consciously aware of the vast majority of our decisions (90 percent or more). false true
true
Television commercials use autosuggestion frequently.
true
The SPIN approach uses a series of four types of questions. true false
true
The need-payoff question of the SPIN approach must always be asked last. true false
true
The opinion approach is recommended for new salespeople. true false
true
The question close focuses on having the buyer make a key decision.
true
The sales presentation should include elements that appeal to the prospect's five senses.
true
after the presentation, experienced salespeople use a trail close to determine the prospects attitude towards the product and if its time to close
true
the first step of the professional sales call is to analyze the prospects needs
true
When the prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." The salesperson must first:
try to negotiate with the customer to make a sale.
All of the following are components of the salesperson's presentation mix EXCEPT: persuasive communication. participation. unbiased conviction. dramatization. demonstration.
unbiased conviction.
which of the following would most likely benefit a salesperson
use only questions for which you can anticipate the answer
All of the following are benefits of the opinion approach EXCEPT: revealing unexplored product opportunities. helping new salespeople to engage prospects. using technology to show product applications. encouraging prospects to discuss their needs. showing appreciation for a prospect's expertise.
using technology to show product applications.
John Devos wants to give a presentation to retailers on the new line of angular washing machines launched by his company. At what stage in the presentation should John include some tips for selling these washing machines to end users?
while presenting the marketing plan