MKT 3427 Chapter 11

Obtaining permission to ask questions is one way of transitioning from the: A) approach B) close C) presentation D) negotiation E) demonstration

A) approach

The dimensions of need discovery usually begin with: A) asking appropriate questions B) configuring a solution C) listening to customer response D) establishing a buying motive E) acknowledging customer response

A) asking appropriate questions

Active listening involves: A) indicating that you are paying attention to what the speaker is saying with verbal and nonverbal feedback B) saying "yes" and "I hear you" in response to the speaker C) nodding your head in rapid succession to indicate agreement with the speaker D) agreeing with what the speaker is telling you E) thinking of follow-up questions while the speaker is talking

A) indicating that you are paying attention to what the speaker is saying with verbal and nonverbal feedback

Words or phrases that suggest pictorial relationships between objects and ideas are called: A) metaphors B) abstract expressions C) conjunctions D) modifiers E) picturesque language

A) metaphors

If a customer becomes used to the high quality of service and begins to view the service as a commodity, a salesperson should: A) periodically remind the customer of the value added by the service B) ask the customer to switch to another provider C) give the customer a price discount D) perform a persuasive presentation E) reinforce the customer's loyalty with presents

A) periodically remind the customer of the value added by the service

Sometimes used in conjunction with company supplied forms, these types of questions are often used in service, retail, wholesale, and manufacturing selling: A) preplanned questions B) problem questions C) implication questions D) organization questions E) specific benefit questions

A) preplanned questions

If the customer's problem is not solved by any of the products or services the salesperson sells, then it is appropriate for the salesperson to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

A) recommend another source

The process of sending back to the prospect what you as a listener think the person meant, both in terms of content and in terms of feelings, is referred to as: A) surveying B) active listening C) probing D) configuring a solution E) interaction

B) active listening

The philosophy of the training course Action Selling is that the key to sales success is: A) telling customers about the product B) asking customers questions C) closing deals with customers D) providing adequate reasoning E) making many sales calls

B) asking customers questions

Salespeople should make benefit statements that: A) cannot be matched by competitors B) match the specific needs of the customer C) match the needs of the typical buyer D) are included as part of every presentation E) are mostly true

B) match the specific needs of the customer

Yvette has been told by her sales manager that she should use more "figurative language" during her sales presentations. Yvette should increase her use of: A) emotional link B) metaphors C) bridge statements D) persuasive words E) features

B) metaphors

Which of the following is the last part of the Consultative Sales Presentation Guide? A) selection of the solution B) servicing the sale C) need satisfaction D) need discovery E) strategic planning

B) servicing the sale

Although it seems counter-intuitive, one way to strengthen a customer relationship is to recommend: A) that the customer purchase large volumes B) that the customer purchase from another source C) that the customer pay a higher price D) that the customer be dropped if it is not profitable E) the the customer be given presents

B) that the customer purchase from another source

A salesperson who represents a company with many products will need to make decisions to: A) sell the products that have the highest profit margin B) sell the customer the products that everyone buys C) configure a solution for the customer D) create value by including all the products in the solution E) sell the highest dollar value within budget constraints

C) configure a solution for the customer

A presentation strategy that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

C) informative presentation strategy

Of the principles listed below, the best principle to follow to make your presentations effective is to: A) be technical; show the prospect your knowledge of the product B) emphasize your product's features C) keep it simple and straightforward D) only use information-gathering questions E) use charts or presentation software

C) keep it simple and straightforward

Reminder presentations are often performed by: A) call center employees B) sales managers C) missionary salespeople D) technical employees E) marketing managers

C) missionary salespeople

Trish asks her customer, "Who do you buy your supplies from now?" Which type of question is this? A) confirmation B) probing C) survey D) need-satisfaction E) referral

C) survey

A major reason for using summary confirmation questions is to clarify and confirm: A) a benefit B) a feature C) the customer's several buying conditions D) the customer's perception of your product E) a need

C) the customer's several buying conditions

An example of a probing question would be: A) "What amount of time do you currently spend on the telephone?" B) "What type of security system do you currently use?" C) "Would you like me to write up the order?" D) "Would a 20 percent reduction in turn-around time improve your profit picture?" E) "Can I show you how our product works?"

D) "Would a 20 percent reduction in turn-around time improve your profit picture?"

The connectors between your messages and the internal emotions of the prospect are called: A) metaphors B) appeals C) stories D) emotional links E) testimonials

D) emotional links

Which type of questions help the salesperson discover facts about the buyer's existing situation, and are often the first step in the partnership-building process? A) confirmation questions B) closed questions C) open questions D) general survey questions E) probing

D) general survey questions

In the field of personal selling, persuasion: A) does not belong in a consultative style sales presentation B) will offend many customers who want to make up their own minds C) seldom achieves the goal of closing the sale D) is an acceptable strategy once a need has been identified and a suitable product has been selected E) is considered old-fashioned

D) is an acceptable strategy once a need has been identified and a suitable product has been selected

A presentation strategy that influences the prospect's beliefs, attitudes, or behavior and encourages buyer action is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

D) persuasive presentation strategy

If the customer is aware of the problem and the salesperson sells a product that can solve the problem, the salesperson should: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

D) recommend the solution immediately

Which of the following can be an area of negotiation before the close? A) efficacy studies B) company C) corporate structure D) time E) research

D) time

A major reason for asking survey questions is to: A) find out if the customer possesses a viewpoint that may serve as a barrier to closing a sale B) find out if your message is getting through C) qualify the prospect D) confirm that the prospect understands the basic facts about the product E) collect basic facts about the buyer's existing situation and problem

E) collect basic facts about the buyer's existing situation and problem

In a situation in which the customer may not be fully aware of a problem, the salesperson will need to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution

E) define the problem and recommend the solution

A presentation strategy that maintains an ongoing awareness and familiarity with product lines, often after the sale, is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy

E) reminder presentation strategy

As a general rule, we can close more sales by: A) increasing the amount of time we spend telling customers about product features B) increasing the number of facts and figures we use in the presentation C) decreasing the time allocated to active listening D) decreasing the amount of detail in the sales presentation E) using confirmation questions to determine if we are on the right track

E) using confirmation questions to determine if we are on the right track