Principles of Selling - Chapters 12 & 13

During the sales presentation for the CNC heavy-duty router, the salesperson asked, "Do you prefer the 4-foot-by-4-foot or the 4-foot-by-8-foot table size router?" The prospect looked at the salesperson and said, "Before I make a decision, tell me more about the motor that's on this router." After providing the requested information, the salesperson said, "I'll process your order right now. Please sign this order form." When the prospect reached for his pen, the salesperson knew he had closed the sale. Which method of closing worked for this salesperson? A) Assumptive B) Standing-room-only C) Alternative-choice D) Technology E) Continuous-agreement

A) Assumptive

Which type of close is effective with a prospect who is a self-styled expert or who has a big ego? A) Compliment B) Assumptive C) Summary-of-benefits D) Alternative-choice E) Minor-points

A) Compliment

Which of the following rules is listed as one of the text's twelve keys to successful closing? A) Summarize benefits as related to the buyer's needs. B) Assume all purchases are new task buying situations. C) Once the order is made, start relationship building. D) Don't be overly optimistic prior to a sales presentation. E) Don't modify a presentation to a prospect's personality.

A) Summarize benefits as related to the buyer's needs

"You would require 500 cases this month. I will send them on Friday." This is an example of ________ closing technique. A) assumptive B) alternative-choice C) minor-points D) commanding E) standing-room-only

A) assumptive

If your experience as a salesperson is typical, your close will most often take place: A) directly after the presentation. B) directly after the follow-up. C) soon before the preapproach. D) soon after the preapproach. E) soon after buying signals have been eliminated.

A) directly after the presentation

An assumptive close is most effective with: A) long-term customers. B) industrial products. C) consumer goods. D) service providers. E) new prospects.

A) long-term customers

As the salesperson hands the retail store buyer the sunglasses, he asks, "You like the fit, the color, and how these glasses darken, right?" What the salesperson said is an example of the ________ close. A) summary-of-benefits B) alternative-choice C) minor-points D) assumptive E) assertiveness

A) summary-of-benefits

In this type of close, the salesperson behaves as if the prospect wants to buy the product. A) Compliment B) Assumptive C) Summary-of-benefits D) Technology E) Minor-points

B) Assumptive

As Warren walked into his customer's office, he sensed the customer was in a bad mood. Therefore, Warren told his customer, "I realize your degree in chemistry makes you the expert on insecticides, but I suggest that you try my company's new line of organic insecticides. Other dealers have had great success with this line and I know that this product would provide your store, which is so well run, with a greater profit margin also." What type of a close was Warren using? A) Standing-room-only B) Compliment C) Minor-points D) Assumptive E) Presumptive

B) Compliment

When should a salesperson attempt to close the sale? A) When the prospect is at the desire stage of the mental buying process. B) When the prospect is ready. C) When the salesperson is ready. D) After every trial close. E) After the sales presentation.

B) When the prospect is ready

"Would you prefer the freezer be on the top or bottom of the refrigerator?" This is an example of a(n) ________ close. A) summary-of-benefits B) alternative-choice C) iceberg D) assumptive E) standing-room-only

B) alternative-choice

With an alternative-choice close, the salesperson: A) gives the prospect a compliment. B) asks the prospect about the details of an order. C) asks the prospect a series of benefit questions. D) gives the prospect the choice of buying or not buying. E) assumes the prospect will buy more products in the future.

B) asks the prospect about the details of an order

A(n) ________ refers to anything prospects say or do indicating they are ready to buy. A) opening moment B) buying signal C) sale inducer D) closer E) trigger point

B) buying signal

To close more sales, it is essential that the professional salesperson does all of the following EXCEPT: A) ask for the order and remain quiet. B) limit order requests to twice per call. C) consider the customer's point of view. D) tailor a close to each prospect and sales call. E) leave the customer's place soon after taking the order.

B) limit order requests to twice per call

According to the text, if a compliment close is inappropriate a salesperson should use the ________ close instead. A) alternative-choice B) summary-of-benefits C) standing-room-only D) continuous-yes E) assumptive

B) summary-of-benefits

As a general rule, you, as a salesperson, after receiving an order should leave the customer's office as soon as possible to avoid talking yourself out of the order. According to the text, it is not necessary for you to follow this rule if: A) you explain how to use the product correctly for safety reasons. B) you are asking the customer for the names of other prospects. C) you explain how to use the product correctly to make certain the buyer gets full benefit from the purchase. D) the prospect buys before you expected. E) the product is technologically complex.

B) you are asking the customer for the names of other prospects

"Which do you like best—the flexible goggles or the rubber frame goggles?" This is an example of a(n) ________ close? A) Assumptive B) Standing-room-only C) Alternative-choice D) Technology E) Continuous-agreement

C) Alternative-choice

During the sales presentation for the CNC heavy-duty router, the salesperson asks, "Do you prefer the 4-foot-by-4-foot or the 4-foot-by-8-foot table size router?" The prospect responds, "Before I make my decision, tell me more about the motor that's on this router." Later during the presentation, the salesperson says, "Do you want me to have the router delivered on Friday or Monday?" When the prospect says, "Monday," the salesperson knows he has closed the sale. Which method of closing does the salesperson try the first time? A) Assumptive B) Standing-room-only C) Alternative-choice D) Technology E) Continuous-agreement

C) Alternative-choice

Which of the following is true about a trial close? A) A thwarted trial close means a sale will not occur. B) Use a trial close during but not after a presentation. C) Attempt a trial close after overcoming each objection. D) A trial close is unnecessary when strong buying signals are given. E) A trial close asks for a smaller quantity order compared to the real close.

C) Attempt a trial close after overcoming each objection

Which of the following is NOT true about closing a sale? A) Be sure that your prospect understands what you say. B) Tailor your close to each prospect. C) Avoid multiple closes as it can offend the customer. D) Learn to recognize the buying signals for making effective closes. E) Consider the customer's point of view in everything you do and say.

C) Avoid multiple closes as it can offend the customer

Which of the following does NOT hold true of the minor-points close? A) It is similar to the alternative-choice close. B) It is used when the prospect is not in a mood to buy. C) It involves the buyer being given a choice between two different products. D) It is effective as a second close. E) It is used widely when the prospect has difficulty in making a decision.

C) It involves the buyer being given a choice between two different products

Assume that a salesperson asks a prospect to buy, and surprisingly, the prospect agrees. What should the salesperson do now? A) Discuss additional benefits B) Be totally silent and remain still C) Leave the office as soon as possible D) Ask the customer for additional orders E) Use a trial close to seek additional sales

C) Leave the office as soon as possible

Which of the following rules is NOT included on the text's list of twelve keys to successful closing? A) Summarize benefits as related to the buyer's needs. B) Ask for the order and then be quiet. C) Try a close immediately after summarizing the benefits. D) Think that you're going to be successful. E) Focus primarily on direct objections.

C) Try a close immediately after summarizing the benefits

The complimentary close is LEAST effective when the prospect is: A) a self-styled expert. B) indecisive. C) greedy. D) egotistical. E) hostile.

C) greedy

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. A) compliment B) assumptive C) minor-points D) alternative-choice E) modified T-account

C) minor-points

After the pharmaceutical salesperson asks for the order, the very next thing he should do is to: A) describe the options from which the buyer may choose. B) place his order pad on the counter and open it to a new page. C) remain silent and wait for the prospect to respond. D) offer the prospect an extra inducement to buy now. E) confirm the size of his commission.

C) remain silent and wait for the prospect to respond

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: A) prospecting. B) trying to be left alone. C) sending a buying signal. D) attempting to make a trial close. E) showing objections to the product.

C) sending a buying signal

A salesperson should try to close a sale at least ________ time(s). A) one B) two C) three D) five E) seven

C) three

Which statement from the salesperson best represents the Direct close? A) "You would require 500 cases this month. I will send them on Friday." B) "Do you want me to have the router delivered on Friday or Monday?" C) "You are going to buy, so let's settle the details on what you will purchase." D) "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?" E) "Since the cost of this line of plastic utensils will increase next week, can I place your order for the product today?"

D) "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?"

Which of the following statements about buying signals is TRUE? A) Buying signals hint the prospect is in the interest stage of the buying process. B) Buying signals are always nonverbal. C) Buying signals indicate the prospect is ready to voice objections. D) A buying signal occurs when a prospect carefully scrutinizes the salesperson's product. E) A buying signal is always communicated orally.

D) A buying signal occurs when a prospect carefully scrutinizes the salesperson's product.

Andrew sells organic fertilizers. He tells his prospect, "You have one of the best nurseries I have ever seen. I think my products will enhance it even more." What type of close is Andrew using here? A) Double-yes B) Forestalling C) Minor-points D) Compliment E) Assumptive

D) Compliment

A salesperson, after addressing all the objections, asks confidently "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?" This statement is an example of the ________ close. A) compliment B) alternative-choice C) minor-points D) Direct E) standing-room-only

D) Direct

Which of the following is NOT an example of a buying signal? A) Prospect starts filling out the order form. B) Prospect asks if the grout comes in other colors. C) Prospect asks someone for an opinion about the product. D) Prospect crosses arms across body and acts defensive. E) Prospect looks closely over the merchandise.

D) Prospect crosses arms across body and acts defensive.

A salesperson, navigating throughout the organization, poses a question to a purchase manager "In terms of next steps, what needs to happen next in the decision-making process?" This statement is an example of the ________ close. A) compliment B) alternative-choice C) minor-points D) Question E) standing-room-only

D) Question

Which of the following is true regarding the summary-of-benefits close? A) It is infrequently used by salespeople. B) It aims at a specific prospect's personality. C) It cannot be used easily as it involves a complex process. D) The SELL sequence and FAB statements can be utilized. E) It is not a straightforward method to close an industrial sale.

D) The SELL sequence and FAB statements can be utilized

Which statement is correct regarding, the Direct close? A) Salespeople use direct close by highlighting the main features, advantages, and benefits of interest for the prospect. B) With the direct close, the salesperson assumes the prospect will buy. C) The direct close is especially effective when you talk with a prospect who is a self-styled expert. D) The direct close describes an explicit manner of closing. E) The direct close uses questions to generate a decision point.

D) The direct close describes an explicit manner of closing

Which statement is correct regarding, the Question close? A) Salespeople use question close by highlighting the main features, advantages, and benefits of interest for the prospect. B) With the question close, the salesperson assumes the prospect will buy. C) The question close is especially effective when you talk with a prospect who is a self-styled expert. D) While the situations may vary, the question close focuses on having the buyer make a key decision. E) The question close describes an explicit manner of closing.

D) While the situations may vary, the question close focuses on having the buyer make a key decision

To become a truly professional salesperson, you must be able to close under fire, which means to: A) ignore the prospect's order objections. B) shift the burden of proof to the prospect. C) deal with interruptions and continue a presentation. D) ask for an order even when the prospect is in a bad mood. E) ask for a larger than normal order even when unnecessary.

D) ask for an order even when the prospect is in a bad mood

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: A) using a direct close to make the sale immediately. B) entering the negotiation phase of the transaction. C) using a standing-room-only close. D) asking what terms the prospect wants. E) summarizing the benefits of the apartment.

D) asking what terms the prospect wants.

Even though the prospect had not yet agreed to buy, the salesperson said, "I'll make sure the dishwasher is delivered to your house on Saturday." This statement is an example of the ________ close. A) compliment B) alternative-choice C) minor-points D) assumptive E) standing-room-only

D) assumptive

The sales person saying, "I'll call your order in this afternoon," even before the prospect agrees to buy is an example of the ________ close. A) suggestive B) alternative-choice C) minor-points D) assumptive E) standing-room-only

D) assumptive

You are selling skiwear to the manager of a large ski resort. The manager has agreed to order ten down-filled jackets. After finalizing the sale, you should: A) spend some more time with the client to build a trusting relationship. B) explain the terms and conditions of the sale again. C) use a trial close to try to get additional sales. D) collect the order and leave. E) invite the client to lunch.

D) collect the order and leave

Jack Gangi sells ad space for companies that wish to advertise on buses. As he is selling ad space to a local art gallery owner, he closes by saying, "Since you know so much more about color and design than I do, I can learn a lot working with you developing this ad." This is an example of a(n) ________ close. A) summary-of-benefits B) alternative-choice C) minor-points D) compliment E) standing-room-only

D) compliment

You are selling to a self-styled expert who is in a bad mood. According to your text, the ________ close is very effective. A) summary-of-benefits B) alternative-choice C) minor-points D) compliment E) standing-room-only

D) compliment

The ________ close requires the salesperson to ask the prospect a series of benefit questions. A) assumptive B) Ben Franklin C) negotiation D) continuous-yes E) minor-points

D) continuous-yes

In most cases, a prospect is ready to buy in the ________ stage of the mental buying process. A) attention B) interest C) desire D) conviction E) action

D) conviction

"As I understand it, you like the rotating handles, blade length, and weight of these pruning shears." The salesperson is using the ________ close. A) continuous-close B) alternative-choice C) minor-points D) summary-of-benefits E) assumptive

D) summary-of-benefits

A salesperson can easily adapt FAB statements and the SELL Sequence to make a(n) ________ close. A) assumptive B) alternative-choice C) minor-points D) summary-of-benefits E) assertive

D) summary-of-benefits

The salesperson is trying to convince a buyer to purchase a Little Wonder Snow Blower. When the salesperson says, "This blower has a 13HP engine for power, three large, ball-bearing pneumatic wheels so it won't get stuck in drifts, and an adjustable, ergonomically-designed handle." The salesperson is using a(n) ________ close. A) compliment B) alternative-choice C) minor-points D) summary-of-benefits E) assertive

D) summary-of-benefits

Which of the following is the main similarity between the minor-points close and the alternate-choice close? A) Buyers are hostile. B) Risk factors are high. C) Buyers are typically decisive. D) Features and benefits are summarized. E) Buyers must decide between two options.

E) Buyers must decide between two options

________ is the process of helping people make a decision that will benefit them. A) Empowering B) Empathizing C) Negotiating D) Trial close E) Closing

E) Closing

Miles sells greenhouse equipment. When meeting with Ralf Dover, Miles said, "I talked to the owner of Tarpon Gardens today and she said you have the best selection of roses of any grower in this area. I think my products can help you maintain healthy bushes with less work." What type of close did Miles use? A) Double-yes B) Referral close C) Minor-points D) Assumptive E) Compliment

E) Compliment

The salesperson was selling the couple a garden tub with water jets for a new bathroom. He said, "You'll be the envy of all your friends with this great tub. They'll think you are a trend-setter and everyone will want to get their own. It will be the pièce de résistance in your new bath." When his first close failed, he asked, "Will you want to use clear or white caulk to install your new tub?" What type of close did the salesperson try the FIRST time? A) Double-yes B) Forestalling C) Minor-points D) Assumptive E) Compliment

E) Compliment

You are the salesperson of a large soft drink manufacturer. You are calling on a purchasing agent to inform him about a new promotional offer and to ask for an order of 100 cases. When you enter the customer's place you realize that the customer is in a bad mood. How do you respond to this situation? A) Tell the agent about the offer but do not ask for the order. B) Ask for a rescheduled appointment and call on him later. C) Attempt to close once but not again if the prospect refuses. D) Calmly get out of the scene to avoid conflicts. E) Present the offer and ask for the order as usual.

E) Present the offer and ask for the order as usual

Which of the following statements about the alternative-choice close is true? A) The alternative-choice close does not give the customer the opportunity to have a preference. B) The alternative-choice close provides a choice between something and nothing. C) The alternative-choice close assumes that the customer does not have a desire to buy. D) The alternative-choice close assumes that the customer will only buy if tricked into believing a need exists for the product. E) The alternative-choice close does not give the prospect a choice of buying or not buying.

E) The alternative-choice close does not give the prospect a choice of buying or not buying

Which of the following actions is NOT an example of a buying signal? A) The prospect asks the salesperson, "What are your service policies?" B) The prospect asks the salesperson, "Do you carry this style in other colors?" C) The prospect asks the salesperson, "Do you have Model 125CV in stock?" D) The prospect asks his wife, "What do you think about the price?" E) The prospect asks the salesperson, "Can you call next week?"

E) The prospect asks the salesperson, "Can you call next week?"

The questions in the continuous-yes close should be: A) open-ended to assess the prospect's needs. B) designed to generate negative responses. C) included in a brief product questionnaire. D) based on the weakness of the competition. E) based on benefits of the specific product.

E) based on benefits of the specific product

According to the text, ________ should be the easiest part of the presentation. A) prospecting B) the approach C) demonstrating the product D) handling objections E) closing the sale

E) closing the sale

When the wedding planner asked the engaged couple if they wanted an unforgettable wedding, the couple responded in the affirmative. Then the planner asked, "Do you want your guests to enjoy the day as much as you will?" The couple again said, "Yes." "You know one of the ways that people remember a wedding is by how wonderful the reception is. Do you want to have a memorable reception?" This time the couple nodded, "of course." Then the wedding planner asked, "Do you want me to use my best judgment to guarantee that you have a marvelous wedding day?" With that last remark answered in the affirmative, the couple signed a contract authorizing the wedding planner to design their wedding festivities. The wedding consultant used a(n) ________ close. A) summary-of-benefits B) serial benefit close C) alternative-close D) T-account E) continuous-yes

E) continuous-yes

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: A) compliment close. B) alternative-choice close. C) minor-points close. D) assertive close. E) summary-of-benefits close.

E) summary-of-benefits close

A prospect that becomes increasingly anxious during a sales presentation is sending a buying signal.

False

A salesperson should not attempt to close a sale at the early stages of the presentation even if it appears that the prospect is ready to buy.

False

A software salesperson explains the features of a new product. After listening to the salesperson, the prospect asks, "How much is it?" This question is clearly an objection.

False

According to the text, the close should be considered a separate and distinct component of the sales call.

False

An important characteristic of good closers is that they have "the gift of gab."

False

Before making a close, the salesperson should put away all visual aids since they will distract the prospect.

False

Buying signals are clues that the prospect is in either the desire or interest stage of the mental buying process.

False

Every sale is a negotiation, and most sales negotiations focus on cost and quality.

False

If the salesperson finds his prospect is in a bad or hostile mood, he should not attempt to close.

False

In most cases, the technology close confuses and bores prospects.

False

More than two attempts at closing can appear pushy and should be avoided by salespeople.

False

Sales should never be closed immediately following the approach.

False

Successful salespeople ask the closing question and then briefly summarize the product's benefits.

False

The alternative choice close gives the prospect a chance of buying or not buying.

False

The direct close is suitable for situation when a salesperson does NOT feel confident that the customer will surely say yes to her offerings.

False

The minor-points close is similar to the balance-sheet close.

False

The salesperson should not slow down a presentation even if the prospect is a slow thinker.

False

The statement, "I'll place that order for six pallets of potting soil right now," is an example of an unethical close.

False

The summary of benefits close is extremely useful if it targets a specific prospect's personality.

False

The text says closing the sale should be the hardest part of the presentation.

False

To be successful, salespeople need to remember their ABCs. In this case, ABC is an acronym for "Adapt Benefits to Customer."

False

"Get the order and get out." This is a good principle for salespeople to follow.

True

"Will you need one box of nails or two to go with those roofing shingles?" is an example of an alternative-choice close.

True

A T-account close is suitable if the buyer has a predetermined belief that the competitor's product is needed.

True

A buying signal is defined as anything the prospect says or does to indicate readiness to buy.

True

According to the Core Principles of Professional Sales, a salesperson should not close the sale if the product is not suitable for the customer.

True

Assumptive close is not generally used for customers who do not have a good relationship with the salesperson.

True

Closing is the process of helping people make a decision that will benefit them.

True

If everything has been done to properly develop a sales presentation, closing the sale is the next step in a logical sequence.

True

Often the close of the sale comes after the sales presentation.

True

Research shows that the summary of benefits close is the most powerful way to close a sales call.

True

Some prospects view the continuous-yes close as an insult to their intelligence.

True

The T-account close is also called the Benjamin Franklin close.

True

The direct close describes an explicit manner of closing.

True

The needs of the prospect have to be confirmed during the approach itself.

True

The question close focuses on having the buyer make a key decision.

True

The salesperson who tells the prospect, "Since the cost of this line of plastic utensils will increase next week, can I place your order for the product today?" is using the standing-room-only close.

True

Using too many closed-end questions can result in an unsuccessful sales call.

True

When after all of your best efforts you are still unable to close the sale, act professionally and do not take the refusal personally.

True

With the assumptive close, the salesperson assumes the prospect will buy and act accordingly.

True