chapter 10 sales

Identify the true statements about a direct question asked by salespeople during sales presentations. (Check all that apply.)

It is effective in moving a prospect toward a specific topic. It can be answered with very few words.

Identify the true statements about the introductory approach to using opening statements in sales presentations. (Check all that apply.)

It is usually required when meeting a prospect for the first time. It begins with a salesperson's name and business.

The _____ approach to using opening statements in a sales presentation is the most common and the least powerful because it does little to capture the prospect's attention and interest.

introductory

In the context of the use of questions in sales presentations, a prospect considers a salesperson's willingness to listen an indication that the salesperson _____.

is sincerely interested in the prospect's situation

To open up two-way communication with a prospect, a salesperson can use an open-ended or _____ question by beginning the question with one of six words: "who," "what," "where," "when," "how," or "why."

nondirective

Which of the following is the first step in an actual sales presentation?

Approach

True or false: The product approach to opening a sales presentation using a demonstration is usually ineffective if the product is new, unique, or colorful.

F

True or false: When using questions in the selling process, a salesperson should ideally avoid anticipating the answer he or she wants for a question.

F

Noah, a salesperson, plans to give a sales presentation to one of his prospects. He wants to make a favorable first impression when he meets the prospect. Identify the guidelines that should be followed by Noah in this scenario. (Check all that apply.)

He should not imply that he was passing by and that the sales call was unplanned. He should learn how to pronounce his prospect's name correctly and use it throughout the discussion. He should maintain eye contact with the prospect.

Akio, a salesperson, plans to give a sales presentation to one of his prospects. He plans to open the presentation with a question using the customer benefit approach. Identify the guidelines that should be followed by Akio in this scenario. (Check all that apply.)

He should understand that the approach can enhance the prospect's attention and interest. He should carefully construct the opening statement to anticipate the prospect's response.

Which of the following strategies used by a salesperson is extremely important during the approach stage of a sales presentation because it aids in securing the prospect's interest in the salesperson and the salesperson's product?

Initially establishing, and then focusing on, the product's key benefits for the prospect

Identify the true statements about asking questions, or probes, to a prospect during a sales presentation. (Check all that apply.)

It helps the salesperson gain information from the prospect. It helps the salesperson develop two-way communication.

Identify a true statement about the premium approach to using opening statements in sales presentations.

It is effective because everyone likes to receive something free.

Which of the following is true about a rephrasing question asked by a salesperson during a sales presentation?

It lets the salesperson clarify meaning and determine the prospect's needs.

Identify a true statement about the showmanship approach to opening a sales presentation using a demonstration.

It should concentrate on a customer-centered benefit.

True or false: Often the stress experienced by a salesperson when contacting a prospect is brought on when the salesperson has preconceived ideas that things may go wrong during the sale.

T

Identify a true statement about the problem questions asked by a salesperson to his or her prospect as part of using the multiple-question approach (SPIN) to opening a sales presentation.

They are effective in identifying the explicit needs of the prospect.

Identify a guideline that should be followed by salespeople when opening their sales presentations.

They should use only those questions that have been proven by experience and preplanning to receive a positive reaction from the buyer.

Patrick, a salesperson, gives a sales presentation to one of his prospects, Megan. When opening the presentation, he says, "Ms. Megan, I was just talking to your manager, who mentioned that your efforts have reduced your firm's logistics costs. I am interested in learning more about your business's needs in the hopes of helping you reduce your costs further." In this scenario, Patrick adopts the _____ approach to using opening statements in the presentation.

complimentary

For salespeople, the time from when they first see a buyer to when they begin to discuss their product is referred to as the _____.

approach

A salesperson has to prove he or she is worthy of the prospect's time and serious attention during the approach stage of a sales presentation. In this context, identify the ways in which the salesperson can earn the right to this attention. (Check all that apply.)

By being faithful to the sales call objective, which is helping others By displaying a sincere desire to solve the prospect's problem and satisfy a need By showing a service attitude

Identify the true statements about the opinion approach to opening sales presentations. (Check all that apply.)

It may uncover previously unexplored opportunities for a salesperson's product to meet even more of a prospect's needs. It shows that a salesperson will not challenge a potential buyer's expertise by spouting a memorized sales talk.

Identify a true statement about the shock approach to opening sales presentations.

It uses a question designed to make a prospect think seriously about a subject related to a salesperson's product.

Identify a true statement about the "small talk" or rapport-building phase of the approach phase of a sales call.

It usually includes the introductory elements of the discussion, such as the greeting and learning about each other.

Which of the following sales presentation methods always employ questions at the outset because of their customer-oriented nature? (Check all that apply.)

Problem-solution sales presentation method Need-satisfaction sales presentation method

_____ are the most common openers of a sales presentation because they allow the salesperson to better ascertain his or her prospect's needs and compel the prospect to take part in the sales interview.

Questions

Evelyn, a salesperson, is required to give a sales presentation to one of her prospects. She plans to ask direct questions to the prospect during the presentation. Identify a guideline that should be followed by Evelyn when using such questions.

She should always refrain from phrasing such questions as direct negative-no questions.

Tessa, a salesperson, gives a sales presentation to one of her prospects. Identify a guideline that should be followed by Tessa in the approach phase of the presentation.

She should build long-term trust by placing the prospect's interest before her self-interest.

Ria, a salesperson, plans to give a sales presentation to one of her prospects. She wants to make a favorable first impression when she meets the prospect. Identify the guidelines that should be followed by Ria in this scenario. (Check all that apply.)

She should make sure that all of her required materials are professionally organized. She should be neat in dress and grooming. She should avoid chewing gum or drinking when in her prospect's office.

Calina, a salesperson, plans to give a sales presentation to one of her prospects. She prepares questions to ask the prospect during the presentation. Identify the rules that should be followed by Calina in using these questions. (Check all that apply.)

She should pause or wait after asking a question to allow the prospect time to respond to it. She should carefully plan her questions. She should ensure that she listens to what the prospect says.

Meredith, a salesperson, plans to create an agenda for her sales call with one of her prospects. Identify the guidelines that should be followed by Meredith to create the agenda. (Check all that apply.)

She should use customer-focused language in the agenda in order to build the prospect's trust. She should understand that an agenda serves as an effective method to show her respect and professional credibility.

True or false: When preparing for a sales presentation, a salesperson should practice transitions to make sure that the conversation between the salesperson and his or her prospect flows.

T

What are the primary purposes of using a nondirective question by a salesperson in a sales presentation? (Check all that apply.)

To gain unknown or additional information from the prospect To leave the situation open for free discussion of what is on the prospect's mind To find clues to hidden or future needs and problems of the prospect

In the context of a sales presentation, what are the objectives of the statement and demonstration approach techniques? (Check all that apply.)

To stimulate the prospect's interest To provide a transition into the presentation To catch the prospect's attention

Denny, a salesperson, gives a sales presentation to one of his prospects. Which of the following are examples of nondirective questions that he can ask the prospect during the presentation? (Check all that apply.)

Who all are part of the buying process and what are their responsibilities? How frequently will you use the product?

In the context of a sales presentation, the plan or a brief framework of the goals of the meeting or the targeted discussion areas is called a(n)

agenda

Sheila, a salesperson, gives a sales presentation to one of her prospects, Ali. When opening the presentation, she says, "Mr. Ali, you definitely have an excellent clothing store chain. My family and I are your store's regular customers. I'm interested in learning if there might be an opportunity to help you with additional billing devices or computers that might make things easier for you and your employees." In this scenario, Sheila adopts the _____ approach to using opening statements in the presentation.

complimentary

Stephen, a salesperson, experiences stress when contacting a high-potential prospect. To cope with this stress, he practices a relaxation and concentration technique. He envisions the worst that can happen and prepares to react to it and even accept it if need be. Additionally, he not only envisions the best that can happen but also prepares contingency plans if the planned sales presentation needs to be abandoned. The technique adopted by Stephen in this scenario is called _____.

creative imagery

Maya is a salesperson for a printer manufacturer. She gives a sales presentation to one of her prospects. When opening the presentation, she asks, "Do you know why almost all studies conducted this year listed our printing machines as the most efficient ones currently available in the market?" In this scenario, Maya adopts the _____ to opening the presentation.

curiosity approach

Simon, a salesperson, gives a sales presentation to one of his prospects, Bianca. He opens the presentation with a question that makes Bianca eager to learn about his product. He integrates into the question a unique research finding about the product that could impact Bianca's business. In this scenario, Simon adopts the _____ to opening the presentation.

curiosity approach

Ellen, a salesperson, gives a sales presentation to one of her prospects, Syed. She opens the presentation with a question. She says, "Hi. I'm Ellen Smith of Reinz Printing Machinery Inc. Mr. Syed, would you be interested in a new printer that will reduce your printing costs by 10 to 15 percent?" In this scenario, Ellen adopts the _____ approach to opening the presentation with questions.

customer benefit

The _____ approach to opening a sales presentation with questions is especially good for a new salesperson because it shows that he or she values the prospect's viewpoint.

opinion

In the context of using nondirective questions in a sales presentation, collecting information and uncovering customer needs using one or more questions are referred to as _____.

probing

In the __________ approach to opening a sales presentation using a demonstration, the salesperson places the good, which is being offered, on the counter or hands it to the prospect, saying nothing.

product

A _____ question is used by a salesperson in a sales presentation to divert the prospect toward selling points that both parties agree on.

redirect

Gerald is a salesperson for a supplier of welding machines. He plans to give a sales presentation to one of his prospects. To give the presentation, he walks into the prospect's office and introduces himself. However, the prospect says, "I'm sorry, but there is no use in talking. We are satisfied with our present suppliers. Thanks for coming by." As a response, Gerald asks, "Do we agree that having a supplier who can reduce your costs is crucial to your business?" This question is most likely an example of a(n) _____ question.

redirect

Hillary, a salesperson, gives a sales presentation to one of her prospects, Wilson. When opening the presentation, she says, "Hello, Mr. Wilson—Stephanie Brown with Rilens Inc. recommended that I contact you concerning our new dyeing machine." In this scenario, Hillary adopts the _____ approach to using opening statements in the presentation.

referral

The use of another person's name in the opening statement of a sales presentation is referred to as the _____ approach, and it is effective if the prospect respects that person.

referral

Aisha, a salesperson, gives a sales presentation to one of her prospects, Carlos. During the presentation, Carlos states that quality is the most important factor that he is looking for in the product. However, Aisha does not understand Carlos's statement and says sincerely, "Would it be correct to say that quality is the most important thing you are interested in?" This question is most likely an example of a(n) _____ question.

rephrasing

Chris is a salesperson for a bicycle helmet manufacturer. He gives a sales presentation to one of his prospects. When opening the presentation, he asks the prospect, "Did you know that individuals who do not wear a helmet while cycling are 20 percent more likely to die in a road accident than those who do?" In this scenario, Chris adopts the _____ to opening the presentation.

shock approach

The ________ approach to opening a sales presentation using a demonstration involves doing something unusual to catch the prospect's attention and interest; this should be done carefully so that the approach does not backfire.

showmanship

In the context of a sales presentation, __________ help relate or link two ideas or sections of a conversation

transitions