MRKT257

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

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

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."

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." (Longest Answer)

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?"

When Tony sells his company's line of labor-saving kitchen appliances to Tom King, the owner of Tom's Chinese Delights—a small but popular diner—he carries a few samples with him and demonstrates how swiftly one can chop, slice, or grate vegetables and fruits using his product. When Tony sells the same product to Franklin Towers—a luxury hotel—he shows its managers a list of other highly reputed hotels that already use his line of kitchen appliances. This ability to vary his sales presentation indicates that Tony is practicing _____ selling.

Adaptive

When are buyers likely to raise objections?

All of the above

Which of the following is a good advice for the use of demonstrations as part of a sales presentation?

All of the above... OR If a demonstration includes dead time, a sales person should plan out how he or she will keep the buyers engaged during that period.

Hugh sells copying equipment to colleges and universities. He competes with Xerox, Canon, and similar firms. Hugh's sales manager requires him to make an appointment when he calls on a prospect for the first time. Which of the following is LEAST likely to happen as a result of the appointment?

An order on his first sales call. (Shortest answer)

Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who:

Asked Joe if there were any financial benefits to buying the furniture.

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

Which of the following is NOT one of the essential elements of a sales call?

Calculating the profit margin in advance

Which of the following statements about obtaining precall information is FALSE?

Collecting the information about a particular prospect is usually a quick and easy process

Gary objected to the high cost of the copier that Lynette was suggesting his office purchase. Lynette stated, "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 it has one of the two best maintenance records in the industry. This will assist you in meeting those critical production deadlines you told me about." Lynette is using the _____ method to respond to Gary.

Compensation

Joe

Cost Benefit Analysis (CBA)

Sonya showed the office manager at Arunden Solutions how he could pay for the new copier she was selling by bringing more of Arunden's printing jobs in-house, and saving money that had previously been spent on local printers. Sonya is using _____ to quantify the solution.

Cost-Benefit Analysis

Before Harley can make a(n) _____ presentation, he will need cooperation from the client in conducting an analysis of the client's needs.

Customized

Before Janice calls on a client to sell her company's inverters, she collects information about what the client needs. During the sales presentation, she focuses on the overall power consumption and power backup needs of the client and highlights how purchasing her product will substantially benefit the client's operations. Janice most likely uses the _____ method of giving sales presentations.

Customized

Alex, an employee of a radio station in San Francisco, sells advertising time to interested clients. While talking to a local retailer, Alex was told, "Your station's advertising time costs three times as much as the other radio stations." Alex responded, "If you look carefully at our rate card, you will see that the costs you refer to are only for prime time advertising. The rest of our rates are just as reasonable as the other stations, and we have twice as many listeners." Alex was using the _____ method to respond to a buyer's objections.

Direct Denial

Which of the following methods of handling an objection is NOT appropriate to deal with a valid opinion or objection expressed by a prospect?

Direct Denial

A salesperson for KLN Machines, Steve, began his meeting with a prospect by saying "I noticed that you have a collection of antique thermometers in your outer office. My father has been collecting soda pop thermometers for almost fifteen years. What got you interested in collecting them?" In this scenario, Steve was trying to:

Establish rapport with the prospect by talking of a common interest.

Which of the following statements is true about forestalling objections?

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

Quinton is a sales representative for Hawk Eye Surveillance Solutions, and it is his job to sell the closed circuit cameras his company manufactures. During a meeting with Jimmy, the owner of a very popular bookstore, Quinton wants to highlight the need for his product. He asks Jimmy, "What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique, Quinton is using a(n) _____ question here.

Implication

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 have 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.

Indirect Denial

Instead of using her company's standard memorized presentation, Fiona has developed an outline presentation. She knows an outline presentation has the advantage(s) of being:

Informal and Natural

Which of the following is a benefit of the standard memorized sales presentation?

It ensures that the salesperson will provide complete and accurate information about the company's products and policies

Jonah, a salesperson, hears of a lead and decides to pursue it. He determines getting acquainted with the client to be his call objective for the first sales call. As he reviews his notes after the sales call, he realizes that he does not have much information about the needs and the business potential of this lead despite having met most members of the buying center. Which of the following drawbacks of his call objective is most likely to explain this shortage of information faced by Jonah?

It is not measurable

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

Kerry encounters far more objections at the point in a sales call when she actually attempts to gain buyer commitment than at any other time. This pattern suggests that she:

May be omitting significant selling points in her presentation. (Longest answer)

During her presentation to a prospective customer, Lea informed him about the new wallboard's superiority. She also brought a sample so that the building contractor could see and feel the superiority of the product she was selling. Lea used a _____ to improve the buyer's understanding of her product.

Multiple-Sense Appeal

A salesperson for FS Tools asked Justin, a cabinet maker, "If I can show you how to cut Melamine, high-pressure laminates, and fine veneer without any chips or breaks, would that save you any money?" In terms of the SPIN technique, this is an example of a(n) _____ question.

Need Payoff

Nathan and Carla are members of the buying center for Bonny Bakes who are attending a sales presentation for a new ad campaign. During the meeting, Nathan says, "Carla, if instead of spending the $20,000 you're asking us to put into this new advertising idea, we put that money in a new packaging machine to replace the one in the Cartersville plant, we'll save $3,500 annually in maintenance and utility costs." Nathan is basing this objection on:

Opportunity Costs

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

When making a telephone call to a new client, salespeople must:

Prepare themselves for any objections that may come up in the conversation. (2nd longest answer)

"Do you have trouble keeping your delivery trucks running?" is an example of a(n) _____ question in the SPIN technique.

Problem

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 responds, "I understand how you feel about this club. Another buyer felt the same way as you do until he tried the club for a month. He found the club easy to use and one that actually improved his average score." Which method of dealing with objections is the Taylor salesperson using?

Referral

Which of the following statements about sales call objectives is true?

Sales call objectives are based on strategic decisions about an account.

Brandi, a sales trainee, watched as her sales supervisor chatted with a prospect's secretary in a very friendly manner. Brandi felt that such behavior was inappropriate in a business situation and she did not understand why her supervisor was asking the secretary about what sports the prospect follows closely. Brandi is unable to understand her supervisor's actions. Which of the following statements would help her understand the functional value of such interactions in a sales situation?

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

ROI question

Shortest Answer

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:

Sit down immediately to discuss the deal.

Speaking to the owner at a large shopping mall store, the security system salesperson said, "Do you know how many shoplifters you can actually catch each year?" In the context of the SPIN technique, this question would be categorized as a(n) _____ question.

Situation

Jimmy sells encyclopedias. Every time he knocks on a door, he begins by asking, "Are there any small children in the house?" From there, he asks about their age, and if the parent has considered preparing for their children's future. If the customer does not refuse to listen to him right away, he begins to list the benefits of owning a set of encyclopedias. He always lists the benefits in the same way and always ends his presentation by saying, "You need to buy your child a set of these books to protect his or her future." Because Jimmy makes no adjustments as he talks to a prospect, it can be said that Jimmy is using a(n) _____ presentation.

Standard Memorized

The salesperson for BM&M, a company manufacturing automated sawdust screens, was giving a presentation to a buying agent. During the presentation, the salesperson handed the buyer a letter from a pallet manufacturer in Georgia. The letter praised the efficiency of the BM&M screen and was especially complementary of the fact that the screen only has six moving parts. This letter is an example of a(n) _____.

Testimonial

Which of the following statements about sales call objectives is FALSE?

The primary objective of every sales call is to make a sale.

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

To learn about a prospects professional background. (2nd Longest answer)

Kerry, a sales representative from Spitz Inc., has a lead on a potential customer for her company's line of vacuum cleaners. She calls the prospect's firm and speaks to the secretary. What should be the primary goal of this call?

To make an appointment with the prospect

A salesperson can maximize the impact of his or her presentation by:

Using current and accurate information. (Shortest answer)

Angie wants to discover the needs of her prospect, and to do so she needs to acquire a lot of useful information. Which of the following questions is likely to help her maximize the knowledge she has of her customer's business?

What misconceptions do people have about your business?