Marketing 380 final

compensation

"I realize that my company's bar code label printer is more expensive than others that you may be looking at, but the Tharp bar code label printer is designed for Microsoft Windows applications. Your employees will be able to learn how to operate our machine much faster than other brands because of their familiarity with Microsoft Windows. You won't experience any loss in productivity as this printer is brought into your system. It takes up to two weeks for employees to become comfortable using some of the other brand bar code label printers on the market." Which method for dealing with objections is the Tharp Systems salesperson using in this example? A. direct acceptance B. passover C. referral D. revisit E. compensation

referral

"Mr. Tudor," said Judy, "Tom Pritchett suggested I contact you about our new computerized Civil War reenactment game." In this example, Judy is using the _____ opening. A. compliment B. curiosity C. product D. introduction E. referral

the compensation method

"Yes, I know our resort facility is a long way from the city, but you'll find that the quiet and beauty of the area is conducive to very productive executive retreats. The sales rep for the resort was using the _____ to deal with a customer's objections. A. the SPIN method B. the "turn the tables" method C. the compensation method D. the indirect denial method E. the acknowledgement method

revisit method

"Yes, I realize that this ointment has a peculiar smell, and you'll be glad it does some night when a sleepy patient goes to brush his teeth and doesn't use the ointment because of its smell. As we both know that kind of thing does happen, and our ointment could make someone very sick." This retail sales rep is using the _____ method to respond to an objection. A. SPIN B. "turn the tables" C. revisit method D. indirect denial E. acknowledge

the compensation method

"Yes, sir, the tops on this brand of spray paint are very difficult to remove, and you'll be glad they are. They are made that way to prevent children who might sneak into your storage shed to play, spraying paint everywhere, accidentally harming themselves and who knows what else." This retail sales rep is using _____ to respond to an objection. A. the SPIN method B. the "turn the tables" method C. the compensation method D. the indirect denial method E. the revisit method

Secretaries are a rich source of information about a prospect and are important for successful sales calls.

. Brandi, the sales trainee, watched as her sales supervisor chatted with the prospect's secretary. Brandi felt that such familiar behavior was inappropriate in a business situation. Furthermore, she did not understand why her supervisor was asking seemingly irrelevant questions like "Does your boss like to play golf?" What does Brandi's supervisor know that Brandi has not yet learned? A. Brandi's supervisor has found a meaningless way to pass the time waiting for the appointment to keep from getting bored. B. The prospect will see Brandi and her supervisor more quickly if they prevent the secretary from getting any work done. C. Secretaries are a rich source of information about a prospect and are important for successful sales calls. D. Salespeople should talk to secretaries in order to appear to be working. E. Secretaries are an excellent source of data when out of town.

"I can see how you feel... others felt the same way... yet they found... "

. The sequence of the referral method is important. Which of the following illustrates the correct sequence for the method? A. "I can see how you feel... others felt the same way... yet they found... " B. "I often feel the same way... and others have felt the same way... yet they found" C. "I can see how you feel... I felt that way in the past... yet I found..." D. "I can see how you feel... others felt the same way... and I have found..." E. none of the above

"You're not an engineer; you can't understand the difficulty of drilling for oil in sub sea conditions at 15,000 psi of pressure."

. Which of the following is an example of an objection related to source? A. "You're not an engineer; you can't understand the difficulty of drilling for oil in sub sea conditions at 15,000 psi of pressure." B. "The lifelike quality of your silk flowers is just not worth the extra costs your company charges." C. "I need to take some time and consider if I want to pay $3500 for an industrial-strength vacuum cleaner." D. "I have always considered the Nitrile gloves to be of superior quality and have never considered buying another brand." E. "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer has shown up to perform drunk."

let the visual interfere with her interaction with the buyer.

A new restaurant equipment salesperson who is trying to make the most effective use of her visual aids should NOT: A. arrange her visuals in a logical order. B. vary the art styles, layouts, and scales for her collection of charts and figures to keep them interesting. C. make sure the buyer can see the visuals. D. maintain proper control of the visuals, otherwise the prospect may start thumbing through your catalog or looking ahead at other visuals before you finish the current visual. E. let the visual interfere with her interaction with the buyer.

allows prospects to prove to themselves the product works the way the salesperson claims.

A product demonstration: A. automatically leads to a sale. B. allows prospects to prove to themselves the product works the way the salesperson claims. C. often wastes time the salesperson should be talking about the product. D. often distracts a prospect from the reason for the sales call. E. does none of the above

let the goal of the presentation determine what information should be included in the handout.

A salesperson who wants to make effective use of handouts during his or her sales presentation should: A. avoid having any white space. B. let the goal of the presentation determine what information should be included in the handout. C. remember information overload is better than information underload. D. use text rather than graphics whenever possible. E. use homemade-appearing handouts to avoid appearing too sophisticated.

hand every customer any and all available testimonials.

A salesperson who wants to make effective use of visual aids should do all of the following EXCEPT: A. use current ads. B. use bullets to emphasize key points. C. label each visual with a title. D. don't overload the buyer with numbers. E. hand every customer any and all available testimonials.

benefit

A(n) _____ is how a particular feature will help a particular buyer and is tied directly to the buying motives of the prospect. A. advantage B. distinction C. benefit D. characteristic E. highlight

referral

According to the text, the use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections. A. compensation B. indirect denial C. third-party opinion D. referral E. acknowledge

How many customers do you have in a typical day?

Angie wants to focus on the needs of her prospect. Which of the following questions would best achieve that objective? A. How many customers do you have in a typical day? B. What is the peak season in your business? C. What misconceptions do people have about your business? D. When do you take your vacation? E. All of the above bring attention to the customer's needs.

direct denial

Anil sells television advertising time for one of the major radio stations in San Francisco. While talking to a local retailer, Anil was told, "All of your station's advertising time costs three times as much as my favorite radio station." Anil responded, "If you look carefully at our rate card, you will see that the costs you refer to are only for drive time. The rest of our rates are competitive with that other station, and we have twice as many listeners." Anil was using the _____ method to respond to a buyer's objections. A. direct denial B. compensation C. revisit D. acknowledge E. postpone

direct denial

As Thomas described his firm's landscape maintenance program to the buyer for Allentown Medical Center, the buyer interrupted, "Your program sounds like a winner, but I'm not interested in doing business because start-up landscaping firms go in and out of business in just a few months." Thomas responded with, "I'm sorry but that simply is not true of our firm. We have been in the business for over 15 years." Thomas's response is an example of what method of responding to objections? A. compensation B. indirect denial C. direct denial D. referral E. postpone

it assures you will achieve your call objectives

As a salesperson, you know planning your sales calls offers a number of advantages. All of the following are generally recognized as advantages in planning your sales calls EXCEPT: A. it increases your confidence B. it saves time for your buyer C. it assures you will achieve your call objectives D. it saves time for you E. it helps you avoid annoying your prospect

acknowledge

At times a buyer voices opinions or concerns more to vent frustrations than anything else. When this occurs, the text recommends the salesperson respond using the _____ method. A. direct denial B. acknowledge C. postpone D. referral E. compensation

acknowledge

Dana sells Surlyn isonomer resins, which are used in the packaging of meats. As she was making her sales presentation to the purchasing agent for a meat distributor, he said, "I sure do wish people would get over this idea that they only have to eat chicken. Good beef is getting harder and harder to find." Dana continued, "I enjoy a good steak myself." She paused briefly and then asked, "But, did you know that Surlyn can cut your packaging rejects in half?" Dana was using the _____ method to respond to this objection. A. direct denial B. acknowledge C. postpone D. referral E. compensation

ask if this is not a good time to meet.

Dawn walks into a customer's office and immediately recognizes the customer is bothered by something. Dawn should: A. smile. B. sit down immediately. C. ask if this is not a good time to meet. D. tell a joke. E. all of the above

He should focus his attention to the individual offering the objection and use either the postpone or acknowledge method of dealing with the objection.

Dhiresh is making a presentation to a group of buyers. He knows he will encounter objections. Which of the following is NOT one of the strategies he should use to address objections when selling to the group? A. He should rephrase the objection and try to get a sense of whether other buyers share the concern. B. He should respond to the objection by addressing all of the buyers. C. He should make sure that all of the buyers are satisfied with his response before moving on in his presentation. D. He should focus his attention to the individual offering the objection and use either the postpone or acknowledge method of dealing with the objection. E. He should ask whether other buyers have the same problem.

specific, realistic, and measurable

Effective call objectives must be: A. expressed in monetary terms B. specific, realistic, and measurable C. approved in advance by the salesperson's manager D. expressed in units of volume to be sold E. all of the above

. compensation

Every product has disadvantages as well as advantages. When buyers note the disadvantages and sales reps respond by admitting the disadvantages then turning the conversation to their product's strengths, which method of responding to objections are they are using? A. compensation B. probing C. revisit D. acknowledge E. indirect denial

Multiple sales call objectives are usually self-correcting in the event any of his objectives are too high or too low.

Floral Distributors sells "everything but the flowers" to retailers in the floral business. One of its best salespeople is planning to call on a superstore chain that has a floral department that does not yet buy from Floral Distributors. Why would the salesperson for the distribution company set multiple call objectives including goals of getting the company to buy its Valentine package for $129, getting a sample in one of its stores, and becoming the sole supplier for the superstores? A. Multiple sales call objectives increase the fear of failure, which makes the salesperson try even harder. B. Multiple sales call objectives allow the salesperson to avoid focusing on any one sales call objective too long. C. Multiple sales call objectives will force the salesperson to set his objectives too high. D. Multiple sales call objectives are usually self-correcting in the event any of his objectives are too high or too low. E. There is no benefit inherent in multiple sales call objectives.

oil well drilling platform

For which of the following products would samples be least effective as a sales aid? A. paper towels B. oil well drilling platform C. stain-removers D. automobile seat covers E. bottles and aluminum cans

carpet cleaner

For which of the following products would samples be most effective as a sales aid? A. electricity B. funeral service C. carpet cleaner D. life insurance E. none of the above

answer the objection.

If a salesperson uses the postponing method of responding to an objection and the prospect obstinately insists on an answer now, the salesperson should: A. answer the objection. B. repeat the request for permission to postpone the objection. C. directly refuse and continue with the original presentation plan. D. attempt to change the subject. E. ask to reschedule the appointment to a better time.

many prospects will refuse to deal with you

If you don't know the basics about a prospect's company: A. the prospect will usually be glad to assist you B. the prospect's receptionist will usually provide all the information needed C. many prospects will refuse to deal with you D. the government can be used to make companies disclose basic information for salespeople E. then "getting the basics" would be the formal objective for your first sales call

rapport

In order to establish _____ with his prospect, Steve said, "I notice that you have a collection of antique thermometers in your outer office? My father has collected soft drink thermometers for almost fifteen years. What got you interested in collecting them?" A. credibility B. effective communication C. flexibility D. a level of comprehensive E. rapport

referral

In the _____ method of handling objections, the salesperson tells the prospect the objection just presented is not true, but does so in a manner that softens the response. A. acknowledge B. referral C. postpone D. indirect denial E. turndown

never be used if the prospect has raised a valid point.

Indirect denial should: A. never be used if the prospect has raised a valid point. B. be used only if the buyer's objection is used as a means of getting rid of the salesperson. C. be used if the buyer is expressing his or her opinion. D. only be used with expressives. E. be used if the buyer is accustomed to conducting trade-off analyses.

spent the time during the presentation looking at the fabric swatches Joe had bought.

Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who: A. asked Joe if there were any financial benefits to buying Joe's company's office furniture. B. sat quietly through the entire presentation. C. spent the time during the presentation looking at the fabric swatches Joe had bought. D. stared out the window at some men cutting a tree during the entire presentation. E. after continually looking at his watch during the presentation finally asked Joe, "What time is it?"

seeding

Kathy has just made an appointment with a potentially important prospect. She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry. Kathy is engaging in: A. a value proposition B. customer value messaging C. seeding D. videoconferencing E. overcoming influential adversaries

sit down immediately.

Naomi is waiting in a prospect's office. She wants to make a good first impression. When she is called into the prospect's office Naomi should do all of the following EXCEPT: A. smile. B. sit down immediately. C. be well groomed. D. enter the prospect's room confidently. E. begin with "Thanks for seeing me."

All of the above are recommended actions when using a story to strengthen a sales presentation.

One tool salespeople can use to strengthen a sales presentation and to make it more interesting is to use stories. Which of the following recommendations should be followed when using stories in a sales presentation? A. Use vivid word pictures in your stories. B. Try to use stories from your own experiences. C. Make sure you have a reason for telling the story. D. Use the "hook" of the story to tie back directly into the presentation. E. All of the above are recommended actions when using a story to strengthen a sales presentation.

The buyer has considered his proposal and decided it is not worth the cost.

Ramiro is cold calling on prospects for his company's office canteen management service. Which of the following objections is he NOT likely to encounter? A. The buyer says she does not have time to discuss his proposal. B. The buyer is not interested in his service. C. The buyer has considered his proposal and decided it is not worth the cost. D. The buyer has been harassed by other aggressive salespeople and does not want to meet with Ramiro. E. The buyer is tired and not in the mood to listen.

price

Salespeople most often use the postponement technique to handle the _____ objection when it comes early in the sales presentation. A. need B. product C. source D. price E. time

objections.

Salespeople refer to concerns or questions raised by buyers as: A. objections. B. stumbling blocks. C. grievances. D. skepticism. E. tribulations.

compensation

The _____ method of responding to objections acknowledges that the objection is valid, but then proceeds to offer some offsetting advantages of the good or service being sold. A. consultative B. compensation C. revisit D. acknowledge E. indirect denial

revisit

The buyer announces, "I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds, "I'm sorry you had such a bad experience with our older model. Many of our other customers expressed similar frustrations, but I can assure you that the knotting problems do not exist on our latest model." The knitting machine salesperson is using the _____ method for dealing with objections. A. acknowledge B. indirect denial C. revisit D. forestall E. direct denial

her actions.

The greatest evidence of Margaret's sincerity in dealing with her customers will be: A. letters from other customers she has satisfied. B. the things she says. C. her company's reputation. D. her actions. E. certifications she has earned.

set objectives for the call

The most important step in planning the sales call is to: A. design a flexible sales presentation B. discover personal information about your prospect C. learn all you can about the business of your prospect D. set objectives for the call E. find prospects

turns the objection into a reason to buy.

The revisit method of responding to objections: A. calls for the salesperson to admit he or she doesn't know the answer to the prospect's concern, but to offer to find out. B. turns the objection into a reason to buy. C. attempts to reduce the significance of the objection in the prospect's mind. D. questions the prospect's sincerity in offering the objection. E. attempts to have the prospect answer their objection.

feature.

The salesperson for propane burnishers told the purchasing agent, "The burnishers manufactured by A.L. Cook all have an ergonomically designed handle." At that point in her sales presentation, he was describing a(n): A. advantage. B. distinction. C. benefit. D. feature. E. highlight.

benefit

The salesperson for refrigerant leak monitors began her presentation to the Kroger buying agent as follows: "Our system will prevent your employees from being exposed to dangerous CFC emissions." At that point in her sales presentation, she was describing a(n): A. advantage B. distinction C. benefit D. feature E. highlight

benefit

The salesperson for the Kemco hot water/high pressure plant sanitation system told the purchasing agent, "Our new system can save your company $60,000 annually in energy, chemicals, and water use compared to the type of sanitation system you're using now." At that point in his presentation, the salesperson was describing a: A. discrimination. B. distinction. C. benefit. D. feature. E. highlight.

features.

The salesperson was trying to convince a retailer to outsource its telemarketing department. He said, "My corporation is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America, Europe, and Asia in 30 languages in our 54 call centers." The salesperson is emphasizing his company's: A. advantages. B. features. C. distinctions. D. skills. E. benefits.

maintain a proper perspective and a sense of humor.

The salesperson's best line of defense when something goes wrong is to: A. blame your assistant or secretary for not having things prepared properly. B. ask the prospect if you can schedule a new appointment and start over on another day. C. continue in the presentation as if you intended to do whatever it was you did by mistake. D. maintain a proper perspective and a sense of humor. E. do none of the above

his claim that the x-ray equipment is too expensive.

The worst type of objection the purchasing agent for the hospital could have is: A. his claim that the x-ray equipment is too expensive. B. his statement that a competing firm offers better service. C. his secret belief that the company cannot meet his needed delivery times. D. his negative response to the salesperson's contention that her company only uses quality materials. E. his contention that the x-ray equipment is not easy to use.

compensation

When Gary objected to the high cost of the copier Wynette was suggesting his office purchase, she replied, "The initial price is one of the highest on the market, but this copier offers the fastest pages per minute output rates available on the market, and has one of the two best maintenance records in the industry, so you know you'll be able to meet those critical production deadlines you told me about." Wynette is using the _____ method to respond to Gary. A. direct acceptance B. passover C. referral D. revisit E. compensation

do all of the above

When dealing with objections, successful salespeople: A. are sincerely empathetic to the buyer's objections. B. make sure the objection is not just an excuse. C. develop and maintain a positive attitude about objections. D. forestall known concerns before they arise. E. do all of the above

postpone known concerns before they arise.

When dealing with the buyer's objections, successful salespeople do NOT: A. develop and maintain a positive attitude about objections. B. relax and listen, never interrupt the buyer. C. postpone known concerns before they arise. D. make sure the objection is not just an excuse. E. anticipate objections in preparing helpful responses.

at all of the above times

When do buyers raise objections? A. after the sale B. when the salesperson seeks commitment C. when the salesperson seeks an appointment D. during the presentation E. at all of the above times

a prospect's interests and background

When preparing for an initial sales call, social networking sites can be a valuable source of information about: A. a prospect's interests and background B. corporate ethics policies C. current demographic trends D. prices competitors charge E. inventory allowances

do none of the above

When responding to a buyer's objection, a salesperson should: A. listen as though you have never heard that objection before B. hand the buyer a testimonial or other visual aid refuting that point as soon as you recognize the objection C. take that lull in your presentation as time to make sure the rest of your presentation notes are organized D. raise your hand and stop the buyer's objection as soon as you recognize it E. do none of the above

postpone

When the buyer asked the price of the Ross meat slicer, the company's salesperson said, "If you don't mind, could we discuss that later after I show you how this slicer can handle everything from steaks to onions. Ross's salesperson was using the _____ method to respond to the buyer's objections. A. revisit B. compensation C. acknowledge D. forestall E. postpone

referral

When the club pro says, "I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings. The Taylor salesperson responded, "I understand how you feel about this club. The golf pro at Augusta felt the same way as you do until he tried the club for a month. He found the club to be easy to use and actually improved his average score." Which method of dealing with objections was the Taylor salesperson using? A. compensation B. indirect denial C. third-party opinion D. referral E. acknowledge

postpone method

When the prospect asked how quickly replacement parts for the wood laminating machine could be delivered in the event of a part failure, the salesperson said, "Before we discuss replacement parts, let me explain to you how my company's machine reduces waste to a minimum and still produces beautiful laminations." What method for handling an objection was used in this example? A. revisit method B. compensation method C. acknowledge method D. forestalling method E. postpone method

the compensation method

Which method for dealing with the prospect's objections shows the most explicit use of the multi-attribute model? A. the referral method B. the postpone method C. the compensation method D. the revisit method E. the acknowledge method

Answer sincerely.

Which of the following actions exhibits the positive attitude necessary to handle objections properly? A. Treat the prospect as an adversary. B. When you're right, don't be afraid to argue. C. Pretend to be empathetic. D. Answer sincerely. E. Do all of the above.

handling objections

Which of the following does the text identify as most important to success as a sales representative? A. opening each sales call strategically B. ability to speak in front of strangers with confidence C. ability to discover client needs D. using closing techniques effectively E. handling objections

"I wish you included free regular maintenance"

Which of the following is NOT an example of the "I don't like your company" objection? A. "Can your firm offer the same credit terms we've been receiving from Wiggins Company?" B. "How do I know you'll be in business next year?" C. "I wish you included free regular maintenance" D. "Your company isn't very well known, is it?" E. "I won't advertise on a station with such a small audience"

pre-calculating the profit margin

Which of the following is NOT one of the essential elements of a sales call? A. pre-calculating the profit margin B. making a good impression C. identifying or reiterating needs D. credibility and trust E. offering the solution to the buyer's needs

all of the above

Which of the following is a guideline for the proper use of visual aids? A. Decide ahead of time which visuals you will leave with the buyer and have copies already made when you arrive. B. Check your visuals carefully for errors. C. Always relate features to benefits for the buyer. D. Mark your visuals so you can find them easily. E. all of the above

to get the prospect to identify all the other members of the firm who will play key roles in this decision

Which of the following is an example of a good call objective for a first call for a product that would require a large capital investment? A. to become better acquainted B. to get the prospect to agree to visit our local distribution center C. to get the prospect to identify all the other members of the firm who will play key roles in this decision D. to get the prospect to agree to move its main factory to Alabama E. all of the above

"The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money."

Which of the following is an example of an objection related to the price? A. "I do not understand why you think I need to replace bumper cars; no one has been injured in the ones we currently have. B. "I can't buy the landscaping services of your company because it is too new to have any kind of reputation at all." C. "The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money." D. "I will not allow the carnival workers at this state fair to sell temporary tattoos because I believe they are trashy." E. "I don't think we need a shopping cart mover; we've just always let one of the stock boys cruise the parking lot and gather carts manually.

"Give me a couple of days to look at some other amusement ride suppliers before I decide which rides to put into the new section of the amusement park."

Which of the following is an example of an objection related to time? A. "We always get a special discount when we order more than two gross of T-shirts with our company name and logo imprinted on them." B. "I don't see how overalls made out of Tyvek are going to offer my employees any more protection than the overalls I usually order." C. "I understand your booking agency is being sued for its failure to provide a three-piece band for the cotillion ball, and I don't want to do business with you until that case is settled." D. "Give me a couple of days to look at some other amusement ride suppliers before I decide which rides to put into the new section of the amusement park." E. "I am not reordering from you because it took more than a month for your company to fill my last order."

All of the above is good advice when using demonstrations as a part of the sales presentation

Which of the following is good advice concerning the use of demonstrations as part of a sales presentation? A. If your prospect has seen a competitor's demonstration, skip over parts of your demonstration that would be redundant. B. Allowing previous buyers of your product to assist you in your demonstration is dangerous and should be avoided. C. Make your demonstration a separate, stand-alone activity. D. If the demonstration includes dead time, plan what you will do during the lull. E. All of the above is good advice when using demonstrations as a part of the sales presentation.

do all of the above

Which of the following is good advice concerning the use of demonstrations as part of a sales presentation? A. Practice B. Plan for things to go wrong C. Probe both during and after the demonstration D. Keep the demonstration simple, concise, and easily understood E. do all of the above

Make use of this waiting time by working on your paperwork. Ch. 8 ppt. slide #4

Which of the following is good advice for those situations when you, the salesperson, find your buyer will not be able to see you at your appointed time? A. Make use of this waiting time by working on your paperwork. B. Leave immediately. C. Try to go over the barrier by asking to see the buyer's boss. D. Ask the receptionist to tell the buyer tactfully that you've got other appointments, and he or she should honor the appointment. E. Wait thirty minutes, and if the buyer is still unable to see you, ask his or her secretary to give you a new appointment.

None of the above is recommended as a good way to deal with sales presentation jitters.

Which of the following is recommended as a good way to deal with jitters when making a sales presentation? A. Realize that professional salespeople do not get nervous. B. Pretend you are a dramatic actor who is playing a role in a play. C. Avoid visuals because they will just complicate the presentation process. D. Avoid using any stress management techniques before the presentation because it will alert the prospect to your nervousness. E. None of the above is recommended as a good way to deal with sales presentation jitters.

Why do you consider June to be your most productive month?

Which of the following is the BEST example of an open question? A. Do you want your order delivered in the morning or the afternoon? B. Will you be doing three or four grosses of candles? C. Will you be paying cash or charging these items on your account? D. Why do you consider June to be your most productive month? E. Do you have a method to display the Christmas ornaments?

all of the above

Which of the following items could be used to attract and keep a prospect's attention during a sales presentation for a company that manufactures industrial laundry equipment? A. a catalog that lists prices and specifications of different models of machines sold by the company B. test results showing how little water is wasted by the company's water reclamation system C. a brochure that compares the company's water reclamation to an ATM machine D. maps indicating all the countries where the company sells its products E. all of the above

direct denial

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue? A. direct denial B. compensation C. revisit D. acknowledge E. postpone

direct denial

Which of the following methods of handling an objection is NOT appropriate to deal with an opinion expressed by the prospect? A. direct denial B. compensation C. revisit D. acknowledge E. postpone

All of the above statements about making a good impression are true.

Which of the following statements about making a good impression on a potential buyer is true? A. If you learn your prospect cannot see you within a reasonable time (usually 15 minutes,) you should not wait. B. If you make a poor first impression when you meet a new buyer, you may never overcome the damage that impression causes. C. One of the best ways of making a good impression is to arrive at the sales appointment prepared. D. Influencing how your prospects view you is called impression management. E. All of the above statements about making a good impression are true.

Showing belligerence is an excellent way to encourage objections

Which of the following statements about objections is FALSE? A. Objections present opportunities B. Prospects who object are showing some interest in your presentation C. The salesperson should be glad the prospect raised an objection D. Showing belligerence is an excellent way to encourage objections E. Real objections are logical to the prospect, no matter how they seem to the sales rep

People who object to get more information are usually stalling; they hope the salesperson will give up rather ask for commitment.

Which of the following statements about objections is FALSE? A. Some buyers have a habit of raising objections just to watch the salesperson squirm. B. People who object to get more information are usually stalling; they hope the salesperson will give up rather ask for commitment. C. Legitimate objections regarding needs can arise if the prospect has not been fully qualified. D. Some people resist change simply because it is different from their experience. E. A prospect who doesn't understand may be unwilling to tell the sales rep so.

Collecting the information needed is quick and easy.

Which of the following statements about obtaining precall information is FALSE? A. At some point the amount of time and effort required to collect additional information exceeds its value. B. Often the difference in making or not making a sale is the homework the salesperson has done. C. Collecting the information needed is quick and easy. D. The more information the salesperson has, the more likely the prospect's needs will be met. E. A salesperson calling on a regular customer has no need to collect a lot of additional information.

The objective of any sales call is to make a sale.

Which of the following statements about sales call objectives is FALSE? A. The objective of any sales call is to make a sale. B. An objective should be established for every sales call. C. Objectives should be specific. D. Objectives should be measurable. E. Objectives should be aimed at customer action.

Objectives should be limited to one per sales call

Which of the following statements about sales call objectives is true? A. Objective should always be expressed in monetary terms B. Objectives are unnecessary for missionary salespeople C. Objectives are unnecessary when the sales rep is cold canvassing D. Objectives should be limited to one per sales call E. Many salespeople do not set objectives before making sales calls

You must gather information about the concerns of each and every person who will attend.

Which of the following statements about selling to groups is true? A. Objectives should not be developed for the meeting. B. Planning should not include developing special visual aids. C. You must gather information about the concerns of each and every person who will attend. D. Most things you learned about selling to individuals do not apply when selling to groups. E. Speeches are more appropriate than informal presentations.

The goal of the telephone call is to sell the product.

Which of the following statements about using the telephone to make sales appointments is FALSE? A. A secretary might try to prevent the sales rep from getting an appointment or talking to the prospect on the telephone. B. A prospect might have objections or reasons for not granting an interview. C. Prospects frequently ask questions about the salesperson's product. D. The goal of the telephone call is to sell the product. E. If you reach the prospect's voice mail, it is best not to leave a message.

A secretary might try to prevent the sales rep from getting an appointment or talking to the prospect on the telephone

Which of the following statements about using the telephone to make sales appointments is true? A. A secretary might try to prevent the sales rep from getting an appointment or talking to the prospect on the telephone B. A prospect will never have any legitimate objections to granting an interview C. Prospects seldom ask questions about the salesperson's product D. The goal of the telephone call is to sell the product E. If you reach the prospect's voice mail, be sure to leave a message

"Isn't your company new in this field?"

Which of the following would BEST be classified as an objection to the features of the good or service the salesperson is selling? A. "Isn't your company new in this field?" B. "I'm not sure I can trust what you're saying." C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a darker shade of green."

answer any objections that might occur

Which of the following would be appropriate to do while using the telephone to gain a sales appointment? A. state the customer's name B. state your name C. state the purpose of your call D. answer any objections that might occur E. all of the above

"I don't understand how your company's system can remove water vapor from our gas pipelines."

Which of the following would be classified as an objection related to the product? A. "My company has always used Troy Refrigeration to repair our freezer display units." B. "I don't understand how your company's system can remove water vapor from our gas pipelines." C. "I recently heard that your company has had to declare bankruptcy." D. "I don't believe the money we would earn from using your company's sub sea oil production system would offset its costs." E. "I don't have the time to look at your company's line of laparoscopic surgical equipment today."

"Isn't your company new in this field?"

Which of the following would be classified as an objection to the company for whom the salesperson is selling? A. "Isn't your company new in this field?" B. "How do I know you'll meet that delivery schedule?" C. "We can't make a reasonable profit if we have to pay that much for merchandise." D. "Sorry, we're all stocked up." E. "I was looking for a lighter shade of red."

secretaries and receptionists in the firm

Which of the following would be the LEAST useful source of information about a prospect for a new salesperson? A. secretaries and receptionists in the firm B. other salespeople who call on the prospect C. the prospect's website D. your company's database E. the prospect's competitors

It is not realistic.

Which of the three criteria for measuring effective sales objectives does the following objective NOT meet: "My goal for the next six months is to make sure that every customer is 100 percent satisfied with my product and all after-the-sale service." A. It is too qualitative. B. It is not realistic. C. It is too specific. D. It is incomplete because it does not include before-the-sale contact. E. It is too individualized.

It is not measurable.

Which of the three criteria for measuring effective sales objectives does the following objective NOT meet: "My goal is to improve customer service by 50 percent during the next 12 months." A. It puts too much emphasis on service. B. It says nothing about the product being sold. C. It is not measurable. D. It is too personal. E. It is unrelated to company goals.

acknowledge

While a salesperson was trying to describe a new textbook, the professor began to complain about the rising cost of textbooks. The salesperson responded with: "Yeah, it's not cheap to get a quality education these days." Then, after a pause, the salesperson continued, "Say, did I tell you who wrote the test bank that comes with this book?" Which method did the salesperson use to deal with this objection? A. direct denial B. acknowledge C. postpone D. referral E. compensation

answer any objections to the appointment that might occur

While using the telephone to gain a sales appointment, you should always: A. describe one benefit of your product B. provide the name of someone who is currently using your product C. describe the follow-up service your company offers D. answer any objections to the appointment that might occur E. do none of the above

to get and keep the prospect's attention

Why should a salesperson use visual aids and get a prospect actively involved in the communication process? A. to avoid repetitive customization B. to create a sustainable competitive advantage C. to get and keep the prospect's attention D. to prevent any distractions from interrupting the presentation E. to do any or all of the above

revisit

With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now. A. buy-now B. bounceback C. revisit D. ricochet E. backfire

"That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed."

Your buyer has just said, "Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection. Which of the following statements is the best example of this method? A. "That's true. However, they are 30% less expensive. So they're still a better deal for you." B. "That simply is not true. Studies show that our machines break down no more often then our major competitors." C. "That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed." D. "I can see how you feel that way, others felt the same way, but they found that our machines don't break down as often." E. "You know, I think everyone should be as concerned about quality as you are."

Open questions

______ require(s) the prospect to go beyond a simple yes/no response and share a great deal more useful information. A. Rapport B. Closing questions C. Closed questions D. Double-barreled questions E. Open questions