MKT 3302 II

Which of the following would be classified as an objection related to the source?

"Isn't your company new in this field? I'm not sure if I can take this risk."

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?

"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."

Which of the following statements is true about forestalling objections?

Forestalling involves salespeople raising objections before buyers have a chance to raise them.

Identify the systems that are primarily advisable for salesperson to know when using secondary sources to develop prospects lists.

The North America industry classifications system (NAICS) code The standard industrial classification (SIC) code

A salesperson may talk about lots of products features of little interest to a customer during a sales call. This is known as

feature dumping

Salespeople raise objections before buyers have a chance to raise them. In selling, this means to

forestall

The nonverbal probing technique called FSQS stands for:

friendly silent questioning stare.

The first paragraph of a sales letter should:

grab the reader's attention.

How and what you do in one thing changes a person's perceptions of other things you do

halo effect

To address a buyer's price objection about a product or service, salespeople should

know their firm's prices as well as competitors' prices

When responding to a buyer's objection, a salesperson should:

listen as though he or she has never heard that objection before.

Tessa, a salesperson, plans to give an oral sales presentation to buyers. Match the methods she can choose to give a written proposal to the buyers (in the left column) with their procedures (in the right column). Giving the buyers a copy of the complete proposal before the presentation Giving the proposal to the buyers during the presentation

Spend about 5 to 10 minutes outlining the proposal and then ask for questions during the meeting Distribute the proposal a section at a time to avoid the buyers read ahead instead of listening to the presentation

Match the trade shows (in the left column) with their description (In the right column) The Consumer Electronics Show The New York National Boat Show

Suppliers are all manufactures looking for dealers for their products; the end user of the products are not admitted. It has a dual audience: suppliers exhibit products to end users and resellers.

When using the center-of-influence method of networking, salespeople interact with a small, informal group of people in similar positions, often from various companies, who communicate frequently, both socially and professionally. This group is known as a _____.

buying community

The actual goal salespeople wish to achieve through a sales call is referred to as a(n)

primary call objective

Salespeople almost always need to ask questions to help a prospect clarify concerns and to make sure they understand an objection raised by the prospect. This method is often called the

probing method

When using the SPIN method of discovering needs, sales people ask questions to a prospect about specific difficulties, issues, or dissatisfactions that prospect has. These questions are known as

problem questions

Irene is a salesperson for Pro, a company selling sports and driving gear. Irene begins her meeting with a prospect by stating that "Driving an 18-wheel truck eight hours a day must be hard on you physically, but you can reduce some of that fatigue by putting this special cushion in your truck seat," and she hands a sample to her prospect. Irene is using the _____ opening.

product

A $100 million investment of a firm is assumed to provide annual cash inflows over the next five years of $30 million per year. The cash inflows are discounted, at the firm's cost of capital, and the result is that they are actually worth $120 million in today's dollars, Based on this scenario, calculate the net present value (NPV) to quantify a solution in a selling situation.

$20 million Net present value = Future cash inflows discounted into today's dollars - investment

True or false: One of the most unreliable sources of information about a prospect is the prospect's own salespeople .

False

Goodman Woodworks has recently purchased a new saw costing $14,000. Because of a revolutionary new cutting blade, the new saw will not cause the veneer to splinter and will make clean cuts. This clean cut will save the firm $1,200 each year that goes in wastage. Calculate the payback period for the $14,000 investment.

11.67 years

AutoSpeed Inc., a reselling firm, buys 50 motorbikes. It stocks 3 motorbikes in Its showroom for daily sales. The selling price of a motorbike is $10,000. As part of selling value to resellers, calculate the inventory turnover of AutoSpeed Inc.

16.6 times

WoodFab Furniture buys 100 furniture units for $2,000 each and spends $80,000 in expenses for advertising, salesperson commission, and store rent. It sells them all at an average price of $5,000 per unit. To quantify a solution in a selling situation, calculate the profit margin that WoodFab Furniture makes.

44 percent

Which of the following statements about RFPs (request for proposal) is true?

A salesperson can help a customer identify needs and specify product characteristics.

Which of the following is a way that companies use the Internet to generate leads? By developing an extranet By placing ads on commonly used pages By using social media tactics like live chat on networks By using e-mail messages All of the above

All of the above

Arrange the processes involved as part of the Four A's in a selling process in the correct order of occurrence.

A seller acknowledges a customer by greeting, welcoming, or honoring and developing trust. A seller obtains information through needs analysis outlining the agreement between a customer and the seller about a situation and its solutions. A seller creates specific options, sells those options benefits, watches for buying signals, and asks for the order from a customer

Which of the following is considered the worst type of objection from a buyer?

An objection the buyer refuses to disclose

For which of the following products would samples be most effective as a sales aid?

Carpet cleaner

Identify the matters to be included in the body, or the second paragraph, of a sales letter drafted by a salesperson.

Clear, brief description of the benefits of taking a desired action Details on why a reader would and would not want to take a desired action

A feature of an approach to prospecting and qualifying leads called insight selling is that it encourages salespeople to _____.

Coach skeptical decision makers in a buying firm on purchasing a sellers products or services

Olivia, a salesperson, makes a sales call with harry, a buyer. When asking questions about Harry's buying needs during the call, Olivia should

Develop credibility and trust

Identify the main components of a typical customer value proposition created by salespeople to quantify a solution in a selling situation. (Check all that apply.)

Economical and emotional benefits of a product or service A seller offering himself or Herselt as personal problem solver of a prospect

Salespeople should know the social styles of customers to strengthen a sales presentation. Match the social styles of customers with their preferences Expressives Analyticals Amiables Drivers

Intense, strong colors and lots of photos, cartoons, fancy fonts, and positive images Clean, simple visuals, a list of references, and lots of details Visuals that include people and a relatively slow moving presentation Professional and crisp visuals that have bold lettering to highlight important points

As Shirley responded to the personnel director's concerns about changing to the health care plan her firm offered, she said, "I can see why you feel that way. We do have a lot of forms to fill out. Others felt the same way, but they found that it is not nearly as cumbersome as they expected. Here's a letter from . . . ." Which method is Shirley using to respond to this objection?

Referral

Tom has been invited to spend the weekend at Hilton Head by a stock broker called Nathan. His broker asks Tom to bring along a few of his professional friends as well. The stock broker is organizing a:

Referral event

Meetings designed to make current customers introduce prospects to a salesperson are known as ______

Referral events

What is the first step a salesperson should take when setting objectives for a sales call?

Review what has been obtained through precall information gathering

To find the right prospect, arrange the types of prospects a sales person should make sales calls to in the correct order of occurrence

The focus of receptivity the focus of dissatisfaction the focus of power

Match the types of information a seller should collect about a prospect's organization Demographics Historical buying patterns People involved in a purchase decision

The organization's overall culture Amount bought in a product category Presence of influential adversaries

What are the effects of the SPIN method of discovering a prospect's buying needs used by salespeople?

The prospect perceives a salesperson more as a consultant who tries to help rather than as someone trying to sell a product It makes a salesperson concentrate on the prospects problems during the questioning phase.

Match the ways salespeople can interact with subordinates, or screens, of busy executives who act as gatekeepers with their description. Working through the screen Working over the screen Working under the screen

The salesperson should convince the gatekeeper that a meeting with the executive's best interest. The salesperson drops names of higher officials in the organizations when talking to the screen; the screen may let the salesperson I to meet the executive right away for fear of getting into trouble The salesperson attempts to make contact with the executive before or after the screen gets to work.

Identify the benefits of multiple objectives for a sales call.

They act as a self-correction technique for salespeople They help salespeople avoid the fear of failure

What should salespeople do when a lead says he or she cannot afford a product during a sales call?

They should contact new prospects.

Which of the following best exemplifies a measurable sales call objective?

To learn about a prospect's professional background

Identify the guidelines for salespeople developing charts and related visuals for a sales presentation using PowerPoint. (Check all that apply.)

Use Arial or Helvetica as the font Use 24-point type for text Use 28-point types for the title

The purpose of adding a credibility statement early in a sales call by a salesperson is to help

a buyer recognize that the salesperson is able to meet the buyer's needs

A written proposal should have an executive summary, a brief description of the problem and solution, and:

a description of the current situation relative to the proposed solution.

Dana sells a particular brand of ionomer 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 this brand can cut your packaging rejects in half?" In this scenario, Dana was using the _____ method to respond to this objection.

acknowledge

When addressing a buyer's objections, a salesperson simply lets the buyer talk, admit that the salesperson heard the concern, pause and then move on to another topic using the

acknowledge method

A salesperson who is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing _____.

analysis paralysis

If a salesperson prefers to spend practically all his or her time examining situations and gaining information instead of making sales calls, _____ ______ occurs.

analysis paralysis

The superior benefit method to address buyers' objections is most beneficial for people with _____ personality type, who are accustomed to conducting trade-off studies.

analytical

When selecting a seat while meeting a prospect, it is advisable for a salesperson to

analyze the environment and begin to identify the prospect's social style and status

If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time, the salesperson should:

answer the objection.

To a customer who is quite blatant, Joe, a salesperson, says, "I'm sensing that this might not be the best time to talk. Should we reschedule for another time?" But the customer continues to communicate aggressively, being downright rude. Joe should

assert himself and confront the issue head-on

Alex, a salesperson, intends to gain precall information about a prospect. Alex must avoid _____.

assuming that his knowledge about the prospect is up to date.

To be successful in facing buyers' objections, when interacting with buyers, salespeople should

avoid white lies and half-truths when they answer the buyers' objections

Many salespeople have found that the most effective way to establish credibility is to make a(n) _____ _____ that shows all sides of the situation, that is, to be totally honest.

balanced presentation

A salesperson working for a firm that operates on the basis of exclusives sales territories must _____

consider whether the prospect is eligible, based in location or customer type, to purchase from him or her

The method in which a salesperson shows how a product addresses a buyer's specific needs is sometimes known as the

customer benefit proposition

The monetary value of the referrals from satisfied customers and the cost to get and maintain the referrals is known as _____ ______.

customer referral value.

A(n) _____ is defined as a written statement (usually one or two sentences) that clearly states how purchasing a product or service being offered can help solve the customer's perceived business issue.

customer value proposition

A written statement, generally one or two sentences, that precisely states how purchasing a sales person's product or service can help solve a buyers perceived business issue is referred to as the

customer value proposition (CPV)

To discover insights hidden in the volumes of data in their databases, firms use _____ _____, which consists of artificial intelligence and statistical tools.

data mining

Progressive companies invest in _____, or sales asset management systems, to archive catalog, and retrieve digital media and text.

digital collateral management systems

As a way to address buyers' objections, a salesperson makes a relatively strong statement to indicate the error a buyer has made using the

direct denial method

Often the primary function of salespeople at trade shows is to:

discover and qualify leads for future follow-up.

In the case of insight selling, salespeople target those prospects who:

do not have a clear understanding of what they need and are in a state of flux.

Resellers and vendors use a computer-to-computer transmission of data from resellers to vendors and back. It is referred to as

electronic data interchange

During a sales call with customers who refer to brainstorm an issue or problem, a salespeople use a visual tool known as an _____, also called a SMART board or digital easel.

electronice whiteboard

As a way to obtain prospects, sales representatives try to get at least one additional lead from each person they interview in the _____.

endless-chain method

Sara, a salesperson, intends to give customers handouts during her sales presentation. It is advisable for her to

ensures that the handouts look professional

In order to create a good first impression with a customer, salespeople should

enter confidently with an erect posture, a lengthy stride, and a lively pace

Rhonda is suspicious about Adam's statement that his company cannot afford her product. Her latest research on the firm suggests that not only do they need the new piece of equipment but also that financing can be obtained from a local bank. In fact, something about the tone of his voice makes her believe that this was just a(n) _____ to hide his real objection to buying.

excuse

When offering product demonstrations to a prospect during a sales call, salespeople utilize rooms that are exclusively used to highlight a firm's products and capabilities. These rooms are referred to as

executive briefing centers

When a prospect denies to answer important questions asked by salespeople during a sales call because the informations is confidential or proprietary, a salesperson should

explain the reason for asking the questions

A salesperson for a professional laundry service asked an amusement park owner, "Do the stains on the uniforms worn by your personnel cause parents to doubt your company's ability to provide them and their children with well-maintained rides?" In the context of the SPIN technique, the salesperson is using a(n) _____ question here.

implication

Managing a customer's opinion about a salesperson is known as

impression management

The payback period:

indicates how quickly the investment money will be returned in the form of cash inflows or savings.

To address a buyer's objections, a salesperson disagrees with the objection but attempts to soften the response using the

indirect denial method

All of the following are generally recognized as advantages of planning sales calls EXCEPT:

it guarantees that a deal will be finalized.

George, a salesperson, uses the SPIN method to discover prospects' needs. When making the sales call, he asks a prospect, "If I can show you a way to avoid paying overtime for your operators and therefore decrease your cost, would you be interested?" The question asked by George is an example of a(n) question.

need payoff

When dealing with objections, successful salespeople: anticipate the objections and prepare helpful responses. make sure the objection is not just an excuse. relax and listen and never interrupt the buyer. forestall known concerns before they arise. need to do all of the above.

need to do all of the above.

Indirect denial should:

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

A salesperson who wants to overcome the reluctance to call prospects should _____.

not allow negative self-evaluations rule his or her behavior

While Martin was waiting in his prospect's office, he noticed the prospect's degree, vacation photographs, and awards hanging on the wall behind his prospect's desk. Martin was engaging in _____ that would serve as a basis for _____.

office scanning; small talk

To quantify a solution in a selling situation, salespeople estimate the return a buyer would have earned from a different use of the same investment capital. This return is known as the

opportunity cost

SRC Refrigeration Company manufactures and sells refrigerator display units for flowers. Ronald, a salesperson for the company, is calling on a large supermarket chain in an attempt to provide a demonstration of SRC's new product which "bathes flowers in generous humidity and uniform air temperature." One of Ronald's sales call objectives is to replace all refrigeration units in the 235-store chain with SRC units. This sales call objective is most likely an example of a(n) _____ call objective in this scenario.

optimistic

To quantify a solution in a selling situation, salespeople estimate the length of time It takes for the investment cash outflow to be returned in the form of cash inflows or savings. This length of time is known as the

payback period

A salesperson has difficulty establishing a need in a buyer's mind when selling a new and different product, service, or idea. This type of selling is known as

pioneer selling

Selling a new and different good, service, or idea is called:

pioneer selling.

When Anton tries to convince supermarket owners to stock his company's new tea-flavored popsicles, he receives many objections because most of the owners are of the opinion that the flavor would not sell. In this scenario, Anton is engaged in:

pioneer selling.

A collection of visuals aids that are often placed in a binder or on a computer is known as a _____, which salespeople develop to strengthen in their sales presentations.

portfolio

When a buyer asked the price of a particular model of meat slicer, a 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." In this scenario, the salesperson was using the _____ method to respond to the buyer's objections.

postpone

If a prospect raises valid objections in the early part of a sales presentation, it is advisable for a salesperson to primarily use the____ to address the prospect's objections later in the presentation.

postpone method

Salespeople make the most use of the _____ method when a price objection occurs early in the presentation.

postponement

To establish credibility early in a sales call, a salesperson should

precisely delineate the time she or he thinks the call will take and then stop when the time is over

A document issued by a prospective buyer asking for proposal from salespeople is called

request for proposal

As a method to quantify a solution in a selling situation, salespeople estimate the net profits, or savings, expected from a glen investment, and express them as a percentage of the investment. This expression is known as the

return on investment

Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space investment. She will have to calculate the _____ for the area of the store.

sales per square foot

The objectives of a sales call other than the primary call objective are known as _____ _____ objectives.

secondary call

As part of the SPIN method of discovering prospects' needs, general data-gathering questions about background and current facts asked by salespeople to prospects are known as

situation questions

The technological component of the communication, transaction, and relationship building functions of a business that leverages the network of customers and prospects to promote value co-creation is known as _____ ______.

social media

Effective call objectives must be:

specific, realistic, and measurable.

Customers that purchase a lot from a selling firm at a lower service cost are sometimes referred to as

star clients

For an objective for a sales call to be specific, it should

state accurately what the sales person wishes to accomplish, what the objective targets are, and other details

Some firms delegate their purchasing tasks to outside vendors as a result of downsizing. These service vendors are known as

systems integrators

Salespeople use seeding to make appointments with customers. What is the effect of seeding on a customer?

the customer perceives a salesperson as someone trying to be truly helpful

When planning a webinar or seminar, salespeople should make sure _____.

the webinar or seminar apples to a specialized market

Proof of a salesperson's assertion in the form of a letter with statements written by satisfied users of a product or service strengthens the referral method to address buyers' objections. This approach is referred to as the

third-party-testimony method

Samantha, a salesperson, plans to make an initial appointment with a prospect through telephone. Samantha should ___________.

understand the goal of the telephone call is to make an appoitment

Joseph, a salesperson, prepares to make a sales presentation to a group of customers. To reduce presentation jitters, he should

visualize the customers as his friends

Meetings in which people are not physically present in one location but are connected via voice and video are broadcasted over the internet in a type of video conferencing called _______.

webcasting

Which of the following would best be classified as an objection to the features of a good or service a salesperson is selling?

"I was looking for a darker shade of green."

Which of the following is an example of a situation question that might be used with the SPIN technique?

"What kind of scanner program are you currently using?"

How should salespeople create a customer value proposition to qualify a solution in a selling situation?

By communicating with customers By brainstorming with the sales team

Identify the main components of a typical customer value proposition created by salespeople to quantify a solution in a selling situation

A seller offering himself or herself as a personal solver of a prospect Economical and emotional benefits of a product or service

Identify the methods a salesperson should adopt to avoid a buyer's attention turning to other topics during interactions. (Check all that apply.)

Actively involve the buyer in the communication process. Alter the use of communication aids based on the buyer's social style.

Which of the following recommendations should be followed by salespeople when using stories in a sales presentation? Use vivid word pictures in the stories. Try to use stories from one's own experiences. Make sure that there is a reason for telling the story. Use the hook of the story to tie back directly into the presentation. All of the above.

All of the above.

Identify the reasons a sales call objective must be measurable

As it helps sales people objectively assess each sales call at its conclusion As it helps sales people and sure whether the objective was met

Identify the components of the LAARC Method used by salespeople to respond to buyers' objections. (Check all that apply.) Litigate Assess Acknowledge Repeat Respond Listen

Assess, acknowledge, respond, listen

Identify the methods for salespeople to carry out a comparative cost-benefit analysis to quantify a solution in a selling situation

By comparing a seller's product with a competitor's product By comparing a current situation's costs with the value of a proposed solution

How should salespeople spend a certain portion of each working day waiting for sales interviews?

By planing and getting ready for their next calls By learning information about a new product

How should salespeople react when buyers voice their concerns or questions?

By refraining from contradicting the buyers By answering sincerly

Identify the examples of questions asked by salespeople as part of a trail close during a sales call.

Could you ask queries if you have any? Have you noticed the unique features of this product?

Which of the following is an example of a closed question?

Did you make the decision that resulted in your current vendor?

Which of the following is an example of a closed questions asked by salespeople to customer during a sales call?

Did you participate in the decision-making process that resulted in your current supplier?

Match the types of questions salespeople ask customers during a sales call with their effects. Open questions Close questions

Help outline the broad characteristics of selling situation Help zero in on attitudes and specific problems involved in a selling situation

Which of the following statements about cold calling as a method of prospecting is true?

It can waste a lot of a salesperson's time.

Identify a true statement about a selling center of a selling organization.

It communicates with a prospect

Andrew, a sales representative for AirCon, has to call on the owner of a chain of automobile showrooms to sell his company's new line of air conditioners. His primary objective for the first sales call is to crack an exclusive deal with the owner. This would enable him to install his company's air conditioners across all the showrooms his prospect has. Which of the following is a drawback of this primary call objective?

It is not realistic.

Identify a true statement about an executive summary included in the written proposals given by salespeople to prospective buyers.

It should provide its reader's with a quick glance at the benefits of a purchase.

Which of the following statements about the use of humor in sales presentations is true?

Laughing over a good joke will help build rapport and put everyone at ease.

Arrange the steps taken by salespeople to maximize the usefulness of satisfied customers in the correct order of occurrence

List potential reference from among the most satisfied customers Decide what each satisfied customer should preferably do Ask satisfied customers for the leads' names and for the specific type of help they can provide

What should salespeople do when faced with a buyer's price objection?

Make sure to have up-to-date information Make sure to establish the value of a product or service Utilize communication tools effectively

What does networking primarily mean in selling?

Making connections with others and then using those people to generate leads, gather information, generate sales, and so on.

Flora is a chief supplier of flowers to retailers in Dallas. Haley, a salesperson at Flora, is planning to call on a supermarket chain that stocks flowers but does not buy its supplies from Flora yet. Why would Haley set multiple call objectives including the goals of getting the company to buy its Valentine package for $129 and convincing them to display Flora's samples in some of its stores for her first meeting itself?

Multiple sales call objectives are usually self-correcting in case the call objectives set are too high or too low.

_____ require a prospect to go beyond a simple yes/no response and share a great deal of useful information.

Open questions

Identify the intangible features that provide value that offsets price.

Provisions of field assistance Services in the form of faster deliveries

Match the key that salespeople should address when writing their customer value proposition with their requirements. What is important to a specific prospect? How can the salespeople demonstrate their capability to a specific prospect?

Requires the salespeople to understand the prospect's business model Requires the salespeople to communicate value of a proposed solution to the prospect.

To collect information about a prospect or a customer, salespeople use online databases with many sources of information in one place. These online databases are known as

Sales portals

What is the effect of having a clear plan for a sales call?

Salespeople likely gain commitment from a buyer and win the buyer's respect and confidence

What should salespeople do when a buyer voices objections because the buyer does not understand a sales presentation?

Salespeople must carefully watch the buyer's nonverbal cues.

Which of the following statements about objections is FALSE?

Salespeople should take every buyer's objections personally.

Which of the following is a guideline for the proper use of visual aids?

Selecting a few visual aids from a portfolio for each presentation

Identify the steps of a two-step approach salespeople use to deal with a buyer's price objections. (Check all that apply.)

Sell value and quality of a product or service rather that its price Try to look at the objection from the buyer's perspective, asking questions to clarify the buyer's perspective

According to Huthwaite, an international research and training organization, identify the components of a logical needs identification sequence that is experienced by successful salespeople.

Situation questions Implication questions Need pay off questions Problem questions

"This sunscreen lotion has the highest-quality ingredients on the market today as proved by this test by the federal government. These ingredients will help protect your skin from harmful ultraviolet rays as you wanted; don't you agree?" Based on the statement given above, match the components of the FEBA method used to offer solutions to a buyer's needs (In the left column) with their corresponding phrases (In the right column). Feature Evidence Benefit Agreement

This sunscreen lotion has the highest-quality ingredients on the market today As proved by this test by the federal government These ingredients will help protect your skin from harmful ultraviolet rays as you wanted Don't you agree

Why do some firms engage in prequalification of leads before turning them over to the field sales force?

To increase the number of leads that seller follow up with To help salespeople utilize their time wisely

The revisit method used by salespeople to address buyers' objections is also known as the

boomerand method

Edward, a salesperson, aims to improve sales by enhancing his networking skills. In order to be a successful networker, he should _____.

be ready to introduce himself succinctly in social settings

Howard, a salesperson for Kemco Sanitation Systems, told a 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." Howard's statement reflects _____ in this scenario.

benefits

To qualify as a prospect, it is imperative that a lead have all of the following characteristics EXCEPT:

charisma

To develop and engage in effective hands-on product demonstrations during a sales call, it is advisable for salespeople to

check if a buyer has already seen a competitor's product demonstration

When buyers note the disadvantages of a product and sales reps agree and turn the conversation to their product's strengths, they are illustrating the _____ method of responding to objections.

compensation

When Bobbi walked into the office of a lawyer she was trying to crack a deal with, she said, "Everyone in town thinks highly of your ethical standards. Whenever the subject of an ideal and committed lawyer comes up in conversation, only you come to mind." Bobbi was using the _____ opening to sell software that researches and manages legal precedents.

compliment

Written documents provided by salespeople to help buyers remember what was said in a sales presentation are known as

handouts

The best line of defense for salespeople when something goes wrong during the beginning of a sales call with a prospect is to

have a sense of humor

Natalie, a salesperson, uses linkedin to follow and communicate with prospects. According to Mike Krause, once she connects with a prospect, she should

learn what organizations and groups the prospect belongs to or follows

Rita, a salesperson, face objections from a buyer about a product during a sales presentation. When responding to the buyer's objection, she must

listen first and then answer the objection

As Sharon concluded her sales interview with Burt, he said, "I was so happy with your products that I spoke with other manufacturers in this area and they would like you to contact them in this regard." For Sharon, Burt is a:

promoter

A balanced presentation occurs when a salesperson:

provides adequate focus on all sides of the sales situation.

To procedure of determining whether a lead is in fact a prospect is known as _____.

qualifying

"Mr. Rogers, if I could show you a way to increase sales in your bookstore by 20 percent per year, would you be interested?" probed Leesa. In this example, Leesa is using the _____ opening.

question

In selling, a close, harmonious relationship founded on mutual trust is known as

rapport

Scarlett, a salesperson, intends to include a story as part of her sales presentation to a customer. She should

select a story that fits her own style

The most important step for a salesperson in planning a sales call is to:

set objectives for the call.

Diva, a large cosmetics company, wants to create a Web site to sell its cosmetics online. The company wants its employees to be trained to maintain the Web site. The CEO also wants an extranet to be created and internal networking facilities to be established for videoconferencing and similar functions. Since the process requires inputs from several different experts, Diva has outsourced the purchase of these services to Maxwell Consultants who will find and hire the people to build Diva's Web site and train its employees as well. Maxwell Consultants will act as a _____ for Diva.

systems integrator

Everlast Tire Company has hired a consulting agency, Waddell and Hartley, to acquire the equipment needed to automate its second factory. Waddell and Hartley will be responsible for purchasing all the goods and services necessary for the plant, making sure that they are compatible, and turning them over to Everlast, a facility that is ready to operate. Waddell and Hartley would be called a(n) _____.

systems integrator

To frame a realistic objective for a sales call, salespeople should

take into account aspects such as cultural influences on prospects

A systematic, continuous program of communicating with customers and prospects via telephone is known as _____.

telemarketing

Statements written by satisfied users of a product or service are known as _____, which are used by salespeople ti strengthen their sales presentations.

testimonials

Salespeople hear many objections from a buyer while they attempt to obtain commitment as part of a sales presentation. This shows that they have

to build their skills in uncovering and responding to the objections