test 2

is B2C or B2B a more complex buying behavior.

B2B

Actionable objectives

Something that you can actually act on

Which of the following should you not use during a telephonic conversation?

Start off by asking "How are you today?"

In the statement, "This photocopier can copy two sides of a page at once," the _____ of FAB is being described.

advantage

According to sales strategist Thomas A. Freese, "without _____, sellers will not even get a chance to take a swing at the ball."

credibility

Wal-Mart presents itself as a no-frills company, and this approach carries over into its corporate culture. What pre-approach attire will you adapt when you approach this company?

dress casually

According to the "three-times convincer" concept _____.

eighty percent of people need to be exposed to a message three times in order to buy into it

No matter how the buying process evolves, customers continue to make purchase decisions driven by

emotions

the process of converting a message to be sent to a receiver into a symbolic form such as letters, pictures, or language.

encoding

_____ means the manners, customs, and protocols that are the norm in specific situations.

etequette

A person may interpret elements of a conversation in such a way that the taken meanings contribute to his already established beliefs.

false

Based on consumer research, there is high likelihood that you turned left before entering the store.

false

E-mail is a useful approach for bigger, more complicated sales that require the seller to deal with a large number of prospects.

false

Fifty prospects is a good rule of thumb for the top of your funnel because it does not leave you with so many that you will overwhelm yourself with research and applications, but it is enough to allow for the fact that some prospects will drop out along the way.

false

Generation X and Baby Boomers are digital natives.

false

If you know you cannot help your lead solve her problems, you should not pursue the call further.

false

If you send a text message to your friend and he reads the message, he encodes it and then responds.

false

In B2B sales, the goal of your first sales call will simply be making a pitch.

false

In all types of selling, the approach follows the sales presentation.

false

In most B2C situations, the salesperson has invested time in researching the prospect.

false

In setting your goals for your next meeting with your customer, if you go into the meeting with a plan like "I want to find out more about my prospect's business," the objective is SMART.

false

It costs five times more to retain an existing customer than to attract a new one.

false

Knowing your contact's personal information takes you right to the heart of the issue.

false

Not all publicly held companies are required to post their quarterly earnings on their Websites.

false

People who cannot buy anything without getting online information first are called original info shoppers.

false

Selling used to be something you "do for" a customer; now it is something you "do to" a customer.

false

Setting strategic information-gathering objectives does not help you shorten your overall sales cycle.

false

Setting your goal too high or trying to move your sales process along too quickly, is something you can actually do.

false

The Chinese government is the single largest customer in the world.

false

The average shopper notices anything that is in the entrance of a store.

false

The benefit approach goes beyond the specific benefits statement to focus on a specific product benefit.

false

The question, "Did I identify issues and challenges my customer has encountered?" is an example of an actionable objective.

false

The survey approach is one that works best in sales that require a simple solution.

false

The term "cc" is short for "cover copy."

false

To frame the solution to a problem one of your prospects is facing, begin by drafting a specific benefit statement.

false

When a customer is contemplating a new-task buy, it is an excellent opportunity to demonstrate your flexibility and creativity.

false

When you research a company's customers during your pre-approach, you need to know whether they are influencers or gatekeepers.

false

When you want information about a company's contact person, it is important that you know his age, religion, education, family history, and income level.

false

Although written communication usually takes place in real time, verbal and nonverbal communications have a longer consideration period.

false, its the opposite

Keeping up-to-date on the company's _____ will help you determine whether your prospect is currently able to buy, and it might lead you to discover sales opportunities.

financial performance

An ______ can lend his expertise to the team of people who will be making the final decision.

influencer

In tracking company to discover opportunities for sales, a company may put out any recent press releases on the company Web site, in the _____ section.

investor relations

An existing customer that is, or has the potential to be, a significant source of sales for your company is known as a _____.

key accounts

Anything that might disrupt the sending or receiving of a message is called _____.

noise

An audio broadcast transmitted via an MP3 player is called a _____.

podcast

a document that details the goals you hope to achieve during a particular sales call

pre-call planning worksheet

Companies that buy products to make or build products/services to sell for a profit are called _____.

producers

A potential buyer for a product or service; also referred to as a qualified lead, is a( n ) _____.

prospect

Determining whether a lead has the desire and ability to buy your product or service is called _____.

qualifying

The first sales calls are often an extension of the _____ process.

qualifying

The _____ is the person who is the intended recipient of a message or communication.

reciever

The _____ approach is an effective way to quickly establish trust with a prospect because it involves starting the call off by mentioning a mutual connection who has referred you to the prospect and who is willing to vouch for you.

referral

A company that buys finished goods, to sell, lease, or rent to other companies or consumers is called a _____.

reseller

For straight rebuys, it is often price that gets the customer's attention, but it is _____, or lack of it, that makes the customer switch providers.

service

The benefit approach goes beyond the general benefits statement to focus on a( n ) _____ product benefit.

specific

A routine repurchase of a product or service is called a( n ) _____.

straight rebuy

A new, qualified prospect is known as a _____.

target account

Developing specifications is a step in the buying process at which

the exact needs are outlined.

Smart retailers include a( n ) _____ zone at the entry to their store which allows customers to get their bearings and choose their shopping paths.

transition

A timely response is critical.

true

After you have identified your prospects, it is important to understand that all customers are not created equal.

true

Although trust is a positive emotion that can influence a sale, an even stronger emotion in B2B buying is fear.

true

At some point during every brainstorming session, people tend to reach a situation where they cannot make any more progress.

true

Be aware of the volume of your voice when you are speaking on the phone in the office.

true

For in-person sales approaches, it is important to focus not only on what you are communicating, but also on how you communicate it.

true

For sales calls that happen over the phone, you should try standing up because people feel more powerful when they are standing.

true

If you do not bother to find more than a handful of leads, you limit your chances of ever closing a sale, no matter how much effort you put into your sales presentation.

true

If you want your FAB to work for your customer, you will need to deliver value in the form of benefits that she cannot get from anyone else.

true

It is common sense to assume that you will have more leads than you have buyers since not all leads turn into customers.

true

Making the buying decision requires perseverance and attention to detail on the part of the salesperson.

true

People only buy from people they trust.

true

Rejection is a reality that all sales professionals have to deal with occasionally, no matter how experienced or skilled they are.

true

You can have a virtual brainstorming session through your professional social network.

true

Your current customers are always your best prospects.

true

The benefits of the product or service that a customer is willing to pay for is called _____.

value proposition

A meeting that takes place on the Internet that allows participants in remote locations to view what is on the screen and hear the speaker and ask questions is called a _____.

webinar

digital natives

young people who have grown up using the internet and social networking

codes are numbering systems that classify businesses by their particular industry.

SIC

The ________ is the ultimate selling brand.

Salesperson

What is the foundation of relationships.

Communication

Identify the incorrect statement.

Face-to-face interaction it is the least difficult approach you can make.

In B2B sales, what is most often the goal of your first sales call?

Identifying your prospect's specific areas of need

Which of the following is false?

If the prospect has a difficult name and you cannot get a confirmation on pronunciation, ask him upfront how to enunciate it in your opening lines.

Most important thing to know about a contact person

If they are willing and able to buy

Of late, professional networking sites are ______ in population.

Increasing

Which of the following about the pre-call planning worksheet is false?

It has to be challenging and thought-provoking.

Which of the following about the role of gatekeepers is true?

It is the gatekeeper's job to find out whether your call is worth his boss's time.

Identify the incorrect statement about professional social networking.

It is usually sufficient to mainly create a profile on professional social networks.

Paul is a salesperson. He wants to approach a prospect through an online social network. Which of the following is something that he should keep in mind?

Make a comment when adding a prospect as a friend

The _____ is used to explain situations in which verbal communication and nonverbal communication do not match.

Mehrabian Formula

Which of the following is true?

The way you make contact will depend on the specific selling situation.

In particularly large B2B sales, what is the purpose of the first contact?

To set up an appointment for a sales presentation

Which of the following is false?

When you meet a customer face-to-face, appearance is the most important part of the first impression.

Which of the following about the sales approach stage is true?

You are introducing yourself and opening up the way for the opportunity to make your sales presentation later.

Why is it advisable to read customer reviews as part of your qualifying process?

You can learn much about the company by paying attention to its reputation with customers.

If your prospect is already buying from another company, what is the most important thing you need to know?

Your competitor's strengths and weaknesses

Which of the following is false?

Your sales presentation can be complete even without product demonstrations.