N/S Chapter 9-11

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

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

Which of the following is NOT one of the five major types of objections? A. objections related to satisfaction B. objections related to need C. objections related to product D. objections related to price E. objections related to time

A. objections related to satisfaction

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."

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

Which of the following statements about portfolios is true? A. Because of cultural and language differences, portfolios should be avoided in international selling situations. B. Remember to look at the buyer, not the visual. C. Items in the portfolio should be placed in it in the order in which they will be used to make sure none is omitted. D. Only insurance salespeople place their portfolios in a binder. E. Every portfolio should include the tangible product itself.

B. Remember to look at the buyer, not the visual.

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

B. acknowledge

The most straightforward effective method of obtaining commitment is the: A. benefit summary method. B. direct request method. C. balance sheet method. D. assumptive close. E. probing method.

B. direct request method

Jorge is developing a customer value proposition for a prospect. He will include: A. a quantified projection of reasonable market share costs. B. features/benefits tailored to the prospect and proof the benefits exist. C. visual presenters of sales asset management solutions. D. a prototype synthesis based on generally accepted accounting procedures. E. all of the above

B. features/benefits tailored to the prospect and proof the benefits exist.

Kerry encounters far more objections at the point in a sales call when he actually attempts to gain buyer commitment than at any other time. This pattern suggests he: A. needs to learn some better closing techniques. B. may be omitting significant selling points in his presentation. C. is asking too many questions during the presentation. D. is doing a good job, since this is a normal pattern. E. is creating an excessive level of interest in new prospects.

B. may be omitting significant selling points in his presentation.

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.

B. turns the objection into a reason to buy

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"

C. "I wish you included free regular maintenance"

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."

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."

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.

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.

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

D. Showing belligerence is an excellent way to encourage objections

Which of the following is a reason why salespeople fail to obtain commitment? A. fear of asking B. displaying unwarranted excitement C. poor presentation D. the habit of talking too much E. all of the above

E. all of the above

"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

E. the acknowledgement method

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."

"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."

If Lab Safety Supply quotes an FOB destination price to a factory buying five hazardous waste disposal units, it means that: A. Lab Safety Supply will pay all freight charges. B. the buyer will pay all freight charges. C. the buyer will assume complete responsibility for the units once they leave the Lab Safety Supply loading dock. D. Lab Safety Supply and the buyer will split all shipping charges. E. the buyer will pay for any units found defective and returned for a refund.

A. Lab Safety Supply will pay all freight charges.

_____ is any system used to archive catalog, and retrieve digital media and text. A. Sales asset management system B. Marketing information system (MIS) C. Database marketing D. Database selling aid (DSA) E. Computer marketing assistant (CMA)

A. Sales asset management system

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."

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

Buyer's comments are often the best indications that he or she is considering commitment. Which of the following is the best example of buyer offering their own requirement statement? A. "Our computer specialist must confirm that this new inventory system will work with our accounts receivable program." B. "Oh good, that cherry color matches the décor in our waiting room." C. "I like the way your company responds to service requests." D. "What do we do next?" E. "Do you have training facilities for our staff?"

A. "Our computer specialist must confirm that this new inventory system will work with our accounts receivable program."

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $200. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 1. How much will she have to pay if she pays the invoice by March 11? A. $196 B. $200 C. $190 D. $100 E. $150

A. $196

The deep-frying system for the supermarket deli is exactly like the old one except that it uses less electricity--$10 less electricity per day than the old fryer. Assume there are 21 workdays per month when the fryer is in use. Using the formula in the text, what is the payback period for the $1500 investment in the new fryer? A. A little more than seven months B. A little less than six years C. A little over 9.5 years D. 12.5 years E. none of the above

A. A little more than seven months

Which of the following statements concerning RFPs (request for proposal) is true? A. It may prove to be advantageous to the salesperson to help the customer set specifications. B. Some customers call RFPs proposed negotiation points (PNPs). C. Buyers appreciate proposals that contain stacks of materials that require the buyer to search for answers he or she needs. D. The original RFP may specify the seller's delivery expectations. E. All of the above statements about RFPs are true.

A. It may prove to be advantageous to the salesperson to help the customer set specifications.

In the opening profile Todd Pollock describes successful inside salespeople as having all of the following qualities EXCEPT: A. dissonance. B. hard work. C. creativity. D. organization. E. humility.

A. dissonance

Which of the following is a major reason why salespeople fail to obtain commitment? A. fear of asking B. fear of exhibiting too much excitement C. using too much two-way communication D. listening and not doing E. all of the above

A. fear of asking

The use of laptop computers by salespeople in their demonstrations has increased dramatically in recent years. Which of the following statements about their use is true? A. Salespeople use collateral management systems to archive catalog, and retrieve digital media and text. B. Computers are generally not able to offer excellent visuals and graphics. C. It is difficult to perform what-if analyses on laptop computers. D. A laptop computer can store only a small amount of information. E. Information in laptop computers is more difficult to retrieve than in larger computers

A. Salespeople use collateral management systems to archive catalog, and retrieve digital media and text.

What should the salesperson NOT do if he or she fails to obtain commitment from a prospect? A. Show honest disappointment. B. Make plans to keep in contact with the prospect. C. Leave something behind with his or her company's name, logo, phone number and/or Web site imprinted on it. D. Thank the prospect for his or her time. E. Ask the prospect for permission to send him or her product literature mailings.

A. Show honest disappointment.

A written proposal, according to the text, should have three parts, an executive summary, a budget, and: A. a description of the current situation relative to the proposed solution. B. a collection of testimonials from satisfied customers. C. a statement of support from the buying committee. D. photographs of the selling company's officers and buildings. E. the selling firm's pro-forma balance sheet.

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

"I don't understand why you're afraid to commit to this new ad program," said Barry, sales representative from WKSC. "Our radio station is offering you a chance to be heard around the clock and all over town. If you sign today, we can have your ads on the air starting the day after tomorrow. No one else offers the service you need like that. So, will it be the TAP schedule or the breakfast club package?" The text would classify Barry as what type of salesperson? A. aggressive B. assertive C. ambitious D. confidant E. compelling

A. aggressive

_____ salespeople control the sales interaction but often do not gain commitment because they prejudge the customer's needs and fail to probe for information. A. Aggressive B. Assertive C. Ambitious D. Confident E. Compelling

A. aggressive

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.

A. answer the objection.

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?"

A. asked Joe if there were any financial benefits to buying Joe's company's office furniture.

As Rhonda discussed Sean's upcoming vacation plans with him, she said, "I know it is a big decision for you, and you want to be sure that if you choose to take the Great America Adventure Tour that it's the right thing to do. Why don't we list the pros and cons? Now, on the pro side, the trip will help you get away. It will also allow you to see a totally different area of the country. Now, what do you see as the bad points?" This is a partial example of which method of obtaining commitment? A. balance sheet B. probing C. assumptive D. emotional close E. benefit-in-reserve

A. balance sheet

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

A. compensation

Kenya showed the office manager at Arunden Wholesale Nursery how he could pay for the new copier she was suggesting by bringing more of Arunden's printing jobs in-house and saving money that had previously been spent with local printers. Kenya is using _____ to quantify the solution. A. cost benefit analysis B. return on investment C. net present value D. payback period E. opportunity cost

A. cost benefit analysis

If Perkinston's Pet Store, a retailer of tropical fish and supplies, buys one 200-gallon fish tank from La Mer Aquarium Products, it will be billed $329. If it buys more than six during the upcoming year, it will get a 20 percent discount on each aquarium. This savings is referred to as a: A. cumulative quantity discount. B. promotional allowance. C. trade discount. D. functional discount. E. cash discount.

A. cumulative quantity discount.

Jorge is developing a presentation for a customer. He wants to show how his product will meet the prospect's needs and how it is different from the offerings of competitors. Jorge is developing a: A. customer value proposition. B. stack the numbers analysis. C. turkey trot proposition. D. prototype synthesis. E. benefit to yield proposal.

A. customer value proposition

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

A. 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

A. 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

A. direct denial

The payback period: A. indicates how quickly the investment money will be returned in the form of cash inflows or savings. B. can be determined by using depreciation values. C. is in no way a determination of personal risk involved in any buying decision made by a purchasing agent. D. requires that the buyer know the net present value of his or her investment in order to calculate. E. is accurately described by all of the above.

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

A request for proposal (RFP): A. is used when the customer has a firm idea of the product needed. B. is often referred to as a payback period request. C. means that the salesperson will not need to use the needs identification process. D. should be prepared using the finest paper, printing, and ink available as well as the skill of your most adept marketers. E. is used when the salesperson has a firm idea of the product needed.

A. is used when the customer has a firm idea of the product needed.

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

A. listen as though you have never heard that objection before

In making her presentation to the building contractor, Lea not only told him about the new wallboard's superiority, she let him see and feel a sample. Lea is using a: A. multiple-sense appeal. B. triple whammy. C. collaborative approach. D. mixed media approach. E. composite appeal.

A. multiple-sense appeal

Conor's company has studied competitor's offerings, the value delivered by his company's products, and the cost of providing the product to customers. Therefore, Conor should: A. never apologize for the price he quotes. B. carefully present price so as to not disturb his prospects. C. consider switching to another company. D. aggressively discount list prices to ensure customer satisfaction. E. adjust prices to avoid overcharging customers.

A. never apologize for the price he quotes.

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.

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

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

A. objections

After important decisions, buyers may feel a little insecure about whether the choice was a wise one. This insecurity is called: A. postpurchase dissonance. B. regret at leisure. C. prisoner's dilemma. D. buyer's apology. E. the inequity of choices.

A. postpurchase dissonance.

A major reason for a turnover (TO) is the: A. prejudice of the buyer. B. buyer's lack of funds to make a purchase. C. inadequacy of the salesperson's call frequency. D. inability of the salesperson to handle objections properly. E. salesperson's lack of product knowledge.

A. prejudice of the buyer

The results of a study suggest that salespeople are too quick to offer _____________ when that is not the customer's real objection. A. price discounts B. third-party testimonies C. indirect denials D. pioneer proposals E. boomerangs

A. price discounts

Robby finds himself in the awkward position of not having the product Verna's office needs to solve its current problem. As a truly professional salesperson, Robby uses a consultative selling philosophy and will probably: A. recommend a competitor's product if he knows of one that will solve this particular problem. B. show Verna that what she thinks is a problem isn't really all that bad. C. apologize and leave without making a fuss. D. discontinue calling on Verna. E. do none of the above

A. recommend a competitor's product if he knows of one that will solve this particular problem.

Fiona, a manager of a retail store, wants to know whether she is maximizing her return on space. She will likely calculate the ____________ for each area of the store. A. sales per square foot B. cost-benefit C. return on investment D. QR correlation coefficient E. sales per employee

A. sales per square foot

The best writer of a testimonial is: A. someone above reproach and respected by his or her peers. B. a friend of the salesperson. C. unknown to the prospect. D. someone who no longer uses the product. E. the chief executive officer (CEO) of the selling firm.

A. someone above reproach and respected by his or her peers.

Haley sells office furniture. In closing the sale to Jackson Realty Company, she asked the company's office manager, "Shall I order you five chrome and glass desks or five of the mahogany desks?" Which closing method was Haley apparently using? A. the alternative choice method of closing B. the assumptive close C. the direct request method of closing D. the benefit summary close E. the balance sheet method of closing

A. the alternative choice method of closing

Questions like "What else can I tell you about our product?" or "How does this offer sound to you so far?" are examples of: A. trial closes. B. customer needs statements. C. benefit statements. D. noncommittal signals. E. buyer questions.

A. trial closes.

Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is: A. try to look at the objection from the customer's viewpoint B. determine which services are most important to the average customer and sell them C. sell the importance of being able to communicate in multiple languages rather than the price D. adjust the presentation and offer fewer language options E. try to lower the price by eliminating certain services the prospect can perform in-house

A. try to look at the objection from the customer's viewpoint

Buyer's comments are often the best indications that he or she is considering commitment. Which of the following is the best example of buyer offering their own benefit statement? A. "Our computer specialist must confirm that this new inventory system will work with our accounts receivable program." B. "Oh good, that cherry color matches the decor in our waiting room." C. "We need a guarantee that your company will be able to make weekly deliveries." D. "We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 gross." E. None of the above is an example of a benefit statement.

B. "Oh good, that cherry color matches the decor in our waiting room."

Which of the following statements about obtaining commitment is FALSE? A. Any skill is performed best with a positive attitude. B. Customers dislike salespeople who display confidence in themselves, their products, and the company they represent. C. Attempts to gain commitment must be geared to the varying reactions of each buyer. D. All prospects expect enough information from the salesperson to enable then to evaluate the good or service properly. E. Aggressive salespeople control the sales interaction but often fail to gain commitment because they prejudge the customer's needs.

B. Customers dislike salespeople who display confidence in themselves, their products, and the company they represent.

As they walked in from looking at the new Ford Rangers on the lot, Ed, the salesperson, asked Kristy, "Which color do you want, the red or the white?" "White," she relied. "Great, I'll write it up!" responded Ed. Ed is apparently using the _____ closing method. A. assumptive B. minor point C. probing D. indirect request E. standing-room-only

B. minor point

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.

B. 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 the probing method of obtaining commitment is true? A. The salesperson should never begin by asking directly for a commitment B. The rep asks a series of questions designed to discover the reason for hesitation C. The method is especially effective with Japanese and Arab businesspeople D. This method attempts to bring all tangible issues into the open E. After successfully dealing with the prospect's concerns, the sales rep should remain quiet and let the prospect think over what has just been said

B. The rep asks a series of questions designed to discover the reason for hesitation

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 half?" Dana was using the _____ method to respond to this objection. A. direct denial B. acknowledge C. postpone D. referral E. compensation

B. 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

B. acknowledge

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

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

Arnette's nonverbal behavior suggests she is about ready to accept the offer to do business with Monrovia Nursery Company. These nonverbal cues can also be called: A. closing flags B. buying signals C. closing links D. commitment gatekeepers E. purchase influencers

B. buying signals

When the prospect leans forward, catches the salesperson's eye, and says, "This is a great product you're selling. I don't know why someone didn't come up with this product years ago," the salesperson is correct in perceiving these actions as: A. closing flags B. buying signals C. closing links D. commitment gatekeepers E. purchase influencers

B. buying signals

Charts are particularly useful when: A. copies of recent ads are necessary. B. communicating large amounts of information. C. you need to show that other buyers have been satisfied with your good or service. D. the salesperson needs to perform what-if analyses using information supplied by the prospect during the presentation. E. any of the above conditions occur.

B. communicating large amounts of information.

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

B. compensation

"Would you like me to send an order to your distribution center today?" said the salesperson using the _____ closing method. A. benefit summary B. direct request C. balance sheet D. assumptive E. alternative choice

B. direct request

When the telemarketer who was trying to get Chloe to change long-distance service asked Chloe, "Are you ready to switch now?", he was using the _____ closing method. A. benefit summary B. direct request C. balance sheet D. assumptive E. alternative choice

B. direct request

Rhonda is suspicious about Adam's statement that his company cannot afford her product. Her precall research on the firm suggested not only do they need the new piece of equipment, but also that financing can be obtained from a local bank. In fact, the more she thinks about it, there was something about the tone of his voice that makes her believe this was just a(n) _____ to hide his real objection to buying. A. explanation B. excuse C. motive D. thought E. objective

B. excuse

Jessica has been asking questions throughout her sales presentation and received positive signals from her prospect. When she gets to the final close, Jessica should: A. push harder to get the commitment. B. expect the final close to be a natural part of the ongoing dialogue. C. offer to re-state the benefits so that the prospect can take the issue into consideration. D. anticipate further objections and answer them in advance. E. do or expect none of the above.

B. expect the final close to be a natural part of the ongoing dialogue.

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

B. indirect denial

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.

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

70. Karla has just learned about Professor Donoho's FSQS, friendly silent questioning stare method of responding to objections. She uses it in a meeting with a prospect the next day. Karla is using a ___________ method of probing. A. psychological manipulation B. nonverbal C. direct denial D. revisit E. acknowledge

B. nonverbal

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

B. oil well drilling platform

Selling a new and different good, service, or idea is called: A. initial marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. venture marketing.

B. pioneer selling

When Anton was trying to convince supermarket owners to stock his company's new tea-flavored popsicles, he received many objections because most did not see a need for this product. Anton was engaged in: A. initial marketing. B. pioneer selling. C. advocacy marketing. D. original selling. E. venture marketing.

B. pioneer selling

The benefit summary method for obtaining commitment is best used in which of the following situations? A. getting a reorder on latex gloves B. purchase of a corporate jet that takes several meetings to hammer out all the details C. a department store's order of Hamilton Beach blenders for a tropical sale D. purchase of lobster to be served at a wedding feast E. none of the above

B. purchase of a corporate jet that takes several meetings to hammer out all the details

Jennifer showed the Reiser Company billing department that spending $8,000 to buy two top-of-the-line laser printers that would print both the invoice "form" and the information about a particular sale on plain paper at the same time would save the company $32,000 because preprinted forms would no longer have to be purchased and filled in using a typewriter. "That's a savings of 300 percent!" he said. She could have called the 300 percent a(n): A. cost benefit analysis. B. return on investment. C. net present value. D. payback percentage. E. opportunity cost.

B. return on investment

When a sales rep divides the net profits (or savings) produced for a client by the amount of money the client is investing, the resulting figure is called the: A. net revenue. B. return on investment. C. net present value. D. payback percentage. E. opportunity cost.

B. return on investment

ECR, QR, AR, and JIT systems help retailers: A. increase sales through avoiding stockouts. B. save money through reduced inventories. C. increase revenue through enhance advertising effectiveness. D. save money through reduced digital collateral management. E. all of the above

B. save money through reduced inventories.

Candace enjoys going to see prospects. They always have a nice visit. Since she assumes the prospect will buy when he or she is ready, there is really no need for her to be pushy; so they talk about whatever the customer wants. Candace is a(n) _____ salesperson. A. optimistic B. submissive C. assertive D. apathetic E. aggressive

B. submissive

Betty has agreed to purchase a new CT-scan device for her hospital under the terms FOB origin. Betty is expecting: A. the device will be loaded, shipped, and installed. B. the device will be loaded onto transportation but after that it is her responsibility. C. FOB means freight, origin, buyer. D. Free on board with shipping and installation paid by the seller. E. FOB means friends of Bill and the government will pay for installation.

B. the device will be loaded onto transportation but after that it is her responsibility.

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.

B. vary the art styles, layouts, and scales for her collection of charts and figures to keep them interesting.

In "Show and Tell That Sells" industrial buyer Regina Conner describes how: A. demonstrations as part of a sales presentation can be effective B. visiting the production facilities of potential suppliers can influence purchase decisions C. implication questions can lead to displays of feature dumps D. a trial close can be enhanced by sharing cost information E. selective perception generates visual interpretation

B. visiting the production facilities of potential suppliers can influence purchase decisions

Which of the following would be classified as an objection related to needs? A. "I don't have the time to look at all the carpet samples you brought in today." B. "I understood your company's mercury disposal program is being challenged by the Environmental Protection Agency." C. "Our new production method does not yield any flammable wastes, so we can't use your company's oil waste disposal cans." D. "I need to take some time to examine your proposal before making a final decision." E. "The gravity feed eye wash station takes up too much floor space because of the 16 gallons of saline wash it holds."

C. "Our new production method does not yield any flammable wastes, so we can't use your company's oil waste disposal cans."

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."

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."

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.

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."

The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10, EOM." If the store owner pays the bill in full on November 2, what amount will she have to pay? A. $147.00 B. $189.00 C. $191.00 D. $200.00 E. $183.00

C. $191.00

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $225. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 19. How much will she have to pay if she pays the invoice by April 10? A. $195 B. $220.50 C. $225 D. $229.50 E. $247.50

C. $225

The cost of the new saw to cut wood veneers is $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 company $1,200 each year. Using the formula in the text, calculate the payback period for the $14,000 investment. A. 1.67 years B. 8.6 years C. 11.67 years D. 86 years E. cannot be calculated from the information provided

C. 11.67 years

By investing in a John Deere PowerTech engine for $3,200, the pallet manufacturer was able to show a net savings of $500 in annual maintenance costs. Calculate the return on investment for the engine. A. 1.6 percent B. 6.4 percent C. 15.6 percent D. 21.3 percent E. 32 percent

C. 15.6 percent

Which of the following statements about forestalling objections is true? A. It should be avoided in written proposals, since it may draw buyer attention to weaknesses that otherwise would not have been noticed. B. Salespeople use it to deal with aspects of their product offering that are not vulnerable to competition. C. Forestalling keeps prospects from having to publicly change their position, since the objection is never uttered. D. With skill a salesperson will eventually be able to forestall all objections. E. At all costs, avoid any mention of price.

C. Forestalling keeps prospects from having to publicly change their position, since the objection is never uttered.

Why is it important for salespeople to become skilled in obtaining prospect commitment? A. It helps in need discovery. B. It helps in handling objections. C. It is intrinsically and extrinsically rewarding. D. It increases their need to take part in sales training. E. Skill in obtaining prospect commitment is important for all of the above reasons

C. It is intrinsically and extrinsically rewarding.

Kendra is the new owner of a catering company. She got an invoice for a new walk-in refrigerator in the mail which contained the phrase "2/10, n/30." How would you explain this to her? A. It means she can earn a ten percent discount if she pays within two days of receiving the bill; otherwise it is due at the end of the month. B. It means she can earn a twenty percent discount if she pays within ten days of receiving the bill; otherwise it is due at the end of the month. C. It means she can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days. D. It means she can earn a thirty percent discount if she pays within two days of receiving the bill, or a ten percent discount if she pays by the end of the month. E. It means she can earn a ten percent discount if she pays within two days of receiving the bill; she will pay a ten percent penalty if it is not paid within thirty days.

C. It means she can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days.

Which of the following statements about the use of humor in sales presentations is true? A. If used at all, humor should always be derived from the buyer's personal experiences. B. Let the prospect figure out where the humor is; keep a straight face when telling a joke. C. Remember the time spent laughing over a good joke will put everyone more at ease. D. Sell the joke like you sell your product and your company. E. All of the above statements about the use of humor in sales presentations are true.

C. Remember the time spent laughing over a good joke will put everyone more at ease.

Sunil was illustrating the ease with which the gear shift lever on his company's newly designed lawn mower can be repaired when the bolt holding the lever to the body of the mower would not budge even after a good dosage of lubricant. What is the most appropriate way for Sunil to handle this situation? A. Find himself a more reliable company to work for. B. Immediately call his company's vice-president of production and request an explanation. C. Take a humorous tone and realize mistakes do happen. D. Write the buyer a personal letter of apology. E. Recognize the sale is lost.

C. Take a humorous tone and realize mistakes do happen.

Which of the following statements about testimonials is true? A. Progressive sales organizations rarely use testimonials. B. To be valid, testimonials must be sworn before a notary public. C. Testimonials are particularly useful when selling intangibles and relatively new and unusual products. D. The most effective testimonials are generic, which makes them usable with more types of customers. E. None of the above statements about testimonials is true.

C. Testimonials are particularly useful when selling intangibles and relatively new and unusual products.

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.

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

Which of the following statements about the probing method of obtaining commitment is FALSE? A. The salesperson should begin by asking directly for a commitment. B. The rep asks a series of questions designed to discover the reason for hesitation. C. The method is especially effective with Japanese and Arabic businesspeople. D. This method attempts to bring all pertinent issues into the open. E. After successfully dealing with the prospect's concerns, the sales rep should seek commitment.

C. The method is especially effective with Japanese and Arabic businesspeople.

Why would a salesperson for Visa stain-resistant fabric give his prospective client a shirt made of the Visa fabric? A. The shirt is meant to be a bribe. B. Prospects expect gifts before they will consider a salesperson's product. C. The shirt is meant to gain and keep the buyer's interest in the fabric. D. The gift of the shirt is an unethical act but not an illegal one. E. The salesperson would not give the prospect a shirt because it would be both unethical and illegal.

C. The shirt is meant to gain and keep the buyer's interest in the fabric.

Which of the following is NOT one of the tips for effectively using computers in sales presentations? A. Be prepared by having backup batteries, adapters, disks, or CDs B. Make sure both you and the customer can comfortably view the output C. To avoid embarrassing downtime when systems crash, have your technical support team on call when you are making presentations D. Really get to know your software E. Make sure your audience has ample opportunity to ask questions

C. To avoid embarrassing downtime when systems crash, have your technical support team on call when you are making presentations

Which of the following statements about the buyer's attention and understanding is FALSE? A. Some product benefits cannot be explained adequately in non-technical language. B. If the salesperson does not successfully involve the prospect in the presentation, his or her attention will wander. C. To strengthen impact, appeals should be focus on only one of the prospect's five senses. D. The buyer's attention span is affected by his or her personality. E. Many buyers have difficulty forming clear images from the written or spoken word.

C. To strengthen impact, appeals should be focus on only one of the prospect's five senses.

Buyer's comments are often the best indications that he or she is considering commitment. When the prospect says, "This is a great product you're selling. I don't know why someone didn't come up with this idea years ago," the salesperson should categorize this buyer statement as a _____ statement. A. closing B. creeping C. benefit D. direct-request E. synergistic

C. benefit

Julie had trouble sleeping last night. After two weeks of looking and comparing alternatives, she finally bought an iMac computer. Then she lay awake most of last night worrying about whether she should have purchased a different brand. The term for what Julie is experiencing is: A. postpurchase jitters. B. compromise complication. C. buyer's remorse. D. commitment insecurity. E. completion avoidance

C. buyer's remorse.

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

C. carpet cleaner

There are several companies that work with manufacturers to prevent unscheduled downtimes by providing equipment maintenance and lubrication. A salesperson for Mobil Oil, whose subsidiary Mobil Planned Engineering Service is one of the providers of such a service, could use _____ to build value. A. brand image B. egotism C. company reputation D. the salesperson E. service

C. company reputation

David has done his job well, presenting the product, showing how it meets the needs of his customer, and handling all questions and objections. David: A. needs to pressure the customer into making the commitment. B. should relax and let nature take its course. C. deserves the sale. D. ask the buyer to do him a favor and buy his product. E. should do or expect all of the above.

C. deserves the sale.

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

C. direct denial

When the purchasing team at PDQ Plastics Inc. recalculates the value of future income to be earned by a new molding machine into today's dollars, they are: A. quantifying qualitative information. B. measuring opportunity costs. C. discounting the cash flows. D. calculating ROI. E. reducing the payback period.

C. discounting the cash flows.

Which of the following would be a nonverbal signal that your buyer was about ready to make a commitment? A. arms folded tightly across chest B. a forced smile C. eyes open and relaxed D. face and mouth covered by hands E. actually, all of the above are positive nonverbal signals

C. eyes open and relaxed

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as: A. pulling. B. predicting. C. forestalling. D. heading-off. E. postponing.

C. forestalling

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.

C. his secret belief that the company cannot meet his needed delivery times.

The referral method of responding to objections: A. should only be used on analyticals. B. is an appropriate way to deal with almost any objections. C. often appears canned. D. makes explicit use of the multi-attribute model. E. is often referred to as the superior benefit method.

C. often appears canned

The Peoria Cabinetworks can either spend $18,000 to buy a new laminating machine or use that money to build an extension on its loading dock. The salesperson selling the laminating machine must realize that buyers should look at all _____ before making any major investments. A. sunk costs B. net present values C. opportunity costs D. gross revenues E. net revenues

C. opportunity costs

The _____ is the return a buyer would have earned from a different use of the same investment capital. A. sunk cost B. net present value C. opportunity cost D. gross revenue E. net revenue

C. opportunity costs

"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." The buyer is basing this objection on: A. sunk costs. B. net present value. C. opportunity costs. D. payback period. E. all of the above

C. opportunity costs.

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.

C. postpone known concerns before they arise.

The owner of Scott's Hardware will receive a discount of 15 percent if she orders 12 or more Mandarin bird feeders from Arundale Products. If fewer than 12 bird feeders are ordered, she will not receive the _____ discount. A. functional B. trade C. quantity D. promotional E. cash

C. quantity

As Warren concluded his interview with Christina he said, "Congratulations, I know you're going to be glad you decided to use our service. There is no finer service available in New York City. Now, let's make sure we get off to a great start! I will be here next Thursday to begin delivering your system..." The immediate purpose of this dialogue was to: A. have Christina agree to a larger order before he leaves. B. get the names of several other prospects from Christina. C. reduce postpurchase dissonance. D. avoid an awkward silence while Warren gathered his things so he could leave. E. enhance his ability to manipulate Christina in the future

C. reduce postpurchase dissonance.

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

C. revisit

"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

C. revisit method

Since Melanie's proposal will be sent to the home office in Cedartown to convince executives that the local Vinson Mountain branch office needs the vacuum molding machine she is selling, Melanie would be smart to: A. include her resumé so people in the Cedartown office will be knowledgeable about her. B. enclose a self-addressed, stamped envelope for a reply. C. secure the support of the Vinson Mountain branch manager. D. have the documents delivered by an overnight express company. E. do all of the above

C. secure the support of the Vinson Mountain branch manager

Price objections are best handled from a two-step approach. The second step is to: A. try to look at the objection from the customer's viewpoint. B. determine what emotional needs the prospect is trying to fill. C. sell value and quality rather than price. D. adjust the presentation and present a lower priced product. E. try to negotiate a change in some other part of the deal so the price can be lowered.

C. sell value and quality rather than price.

Ramiro decides to keep relatively high levels of inventory even though it costs him more. Most likely Ramiro thinks the cost of _______________ are greater than the benefits of increasing his turnover rate. A. collateral B. portfolios C. stockouts D. revenue enhancements E. handouts

C. stockouts

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

C. the compensation method

If Monrovia Nursery Company quotes an FOB origin price to a plant retailer, it means that the: A. retailer will be reimbursed for all plants that died in transit. B. Monrovia will pay all shipping costs. C. the retailer will pay all shipping costs. D. Monrovia and the retailer will split the shipping costs. E. Monrovia will take complete responsibility for the product until it is placed in the retailer's hands.

C. the retailer will pay all shipping costs.

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

C. to get and keep the prospect's attention

To take the pulse of the prospect during a sales situation, Chris should use: A. buying signals B. closing cues C. trial closes D. objections E. all of the above

C. trial closes

Ever since Alain first called on Premier Meat Packers, he has had trouble dealing with its purchasing agent who seems to resent the fact that Alain was born in France and speaks with a French accent. Alain actually lost a sale because the Premier agent contended that he couldn't understand Alain's accent. The agent thought Alain had promised delivery in two weeks, and the agent needed the order filled in two days. Due to problems like this and other condescending remarks made by the agent, a _____ is the best action for Alain's company. A. pressure transfer B. conversion C. turnover D. clean sweep E. territory waiver

C. turnover

It has become clear the buyer at Leapheart Construction doesn't think April can handle her job as a supplier sales rep. She has been one of her firm's three most successful sales reps for the past seven years, and was recently assigned the Leapheart account due to a corporate restructuring. Leapheart in recent years has purchased about $15,000 worth of materials per quarter, but since April took the account, the volume has dropped drastically. Most of her sales calls end when the buyer, Sam, says something like, "Look, little lady, I don't need someone like you in here telling me how to build houses. Why don't you just run along and bake some cookies or something." April has been professional in every way, but now believes for the good of her firm the account should be given to a different salesperson who Sam might find more acceptable. The person who will handle the account in the future is Wayne. The change is called a(n): A. pressure transfer. B. conversion. C. turnover. D. clean sweep. E. territory waiver.

C. turnover

Purchasers who issue RFPs like to see the proposal that responds to the RFP include: A. a positioning map. B. a postscript. C. an index. D. an executive summary. E. all of the above

D. an executive summary.

Ron Hurley purchased everything he needed to make sno-cones for $11,600. Last summer he made a net profit of $6,000 making and selling sno-cones at a local lake. Calculate Hurley's return on investment (ROI). A. 11.6 percent B. 17 percent C. 19.3 percent D. 51.7 percent E. 60 percent

D. 51.7 percent

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.

D. Answer sincerely

_____ salespeople are self-confident and positive; they maintain the proper perspective by being responsive to customer needs. A. Optimistic B. Apathetic C. Submissive D. Assertive E. Aggressive

D. Assertive

Which of the following statements about closing techniques is true? A. When a major sale is at stake, closing techniques increase the salesperson's odds of success. B. Salespeople specifically trained in closing techniques close more sales. C. The most important activity of the salesperson is to answer objections to clear the way to use a closing technique. D. Closing techniques are especially handy in door-to-door sales of low-priced products. E. The best closing methods rely on some type of trickery.

D. Closing techniques are especially handy in door-to-door sales of low-priced products.

Which of the following statements about the use of humor in sales presentations is true? A. Humor should never be used in sales presentations. B. Be sure to use humor that is relevant to the group to which you are selling--such as tax humor for accountants. C. Do not practice telling jokes because rehearsed jokes are boring. D. Don't apologize before telling a joke. E. All of the above statements about the use of humor in sales presentations are true.

D. Don't apologize before telling a joke

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.

D. If the demonstration includes dead time, plan what you will do during the lull.

Which of the following statements about a trial order is true? A. Salespeople who get a trial order have a real commitment from their buyer. B. Trial orders should not be permitted when selling traditional clothing in fashionable colors to department store buyers. C. Trial orders are unsuitable for a product that must be used to be appreciated like equipment for cleaning up oil spills. D. Often a buyer will agree to a trial order just to get rid of a salesperson. E. With a trial order, the buyer is committed to investing all the time needed to get the full benefit of the product or service purchased.

D. Often a buyer will agree to a trial order just to get rid of a salesperson.

Which of the following is identified by the text as an underlying reason why buyers raise objections? A. The buyers want to challenge the fact that a particular salesperson's company does not permit any cash rebates. B. The buyers have more time than money. C. The buyers do not understand the concept of pioneer selling. D. The buyers misunderstand what the salesperson is describing. E. All of the above are identified by the text as an underlying reason why buyers raise objections.

D. The buyers misunderstand what the salesperson is describing.

Rather than aggressively creating new needs in customers through persuasion, _____ salespeople prospect for customers who truly need their products. A. optimistic B. apathetic C. submissive D. assertive E. ambitious

D. assertive

As Rick attempted to obtain commitment from his prospect, he said, "You stated in our previous visits you were looking for a product that would be low cost, yet also provide long life. As I've shown, our product has the lowest price in its class. And, according to industry reports, our product lasts 20 percent longer than our major competitors. Can I place an order for you today?" This is an example of the: A. balance sheet method. B. direct request method. C. assumptive close. D. benefit summary method. E. benefit in reserve close.

D. benefit summary method.

Which of the traditional closing methods is based on getting the buyer perceiving himself or herself as an "agreeable" person? A. direct request B. minor point close C. emotional close D. continuous yes close E. assumptive close

D. continuous yes close

In the opening profile Rachel Gober has found four keys to handling objections including all of the following EXCEPT: A. anticipate objections. B. prepare your response. C. credence objections from the beginning by helping the buyer to trust you. D. focus on the goal. E. ask questions and listen to the answers.

D. focus on the goal

Once the buyer has said, "Yes," the salesperson needs to: A. surprise the buyer with unexpected product features. B. show excitement when the buyer signs the sales contract. C. encourage feelings of postpurchase dissonance. D. follow-up to make sure the buyer is pleased with his or her purchase E. do all of the above

D. follow-up to make sure the buyer is pleased with his or her purchase

"You'll notice the trimming machine requires workers to pull two levers at the same time. Although this may appear inconvenient, it assures the worker's hands will not be caught in the blades." In this example, the salesperson is _____ an objection regarding the extra effort required to use the trimming machine. A. revisiting B. denying C. predicting D. forestalling E. passing-up

D. forestalling

At the beginning of her presentation, the Tharp Systems salesperson said, "I know my company's bar code label printer is slightly more expensive than the other brands, but my brand is the only one designed to work with Microsoft Windows applications. This makes it easier for your employees to learn to use because it is similar in operation to other computer programs you already use at this supermarket." In this example, the salesperson is _____ an objection about the cost of the bar code printer. A. revisiting B. denying C. predicting D. forestalling E. passing-up

D. forestalling

Professor Donoho uses a nonverbal probing technique called FSQS or: A. frequent situational questioning satire B. forestalling situational question sequence C. feasible selective queue silence D. friendly silent questioning stare E. favorite singular question set

D. friendly silent questioning stare

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.

D. her actions

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

D. indirect denial

Tonya is manager of a retail clothing store. A sales rep calling on her offers overnight delivery on all reorders at no extra shipping cost. This will allow Tonya carry fewer items in the store and save money by increasing her: A. collateral cost-benefit ratio. B. value analysis. C. portfolio rate of return. D. inventory turnover rate. E. multiple outlet profit performance.

D. inventory turnover rate.

The _____ of an investment is the value of future income (discounted at the firm's cost of capital) minus the up-front investment costs. A. net opportunity cost B. adjusted payback period C. discounted payback period D. net present value E. adjusted opportunity cost

D. net present value

The length of time it takes for an investment's cash outflow to be returned in the form of cash inflows or savings is the: A. net capital refill. B. return on investment. C. net present value. D. payback period. E. opportunity cost return.

D. payback period

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

D. price

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

D. 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

D. referral

The real estate agent told the prospective home buyers, "You seem to really like that last house we looked at, so I better let you know that one of the other agents in our office is scheduled to bring another couple out to take a second look at it this afternoon. I think you better go ahead and make an offer on it before it's too late." The real estate agent appears to be using which traditional closing method? A. emotional B. minor point C. direct action D. standing-room-only E. assumptive

D. standing-room-only

According to the text, the manner in which the salesperson handles the product can be used to communicate A. respect for the prospect. B. his or her degree of comfort with the product. C. how well the product has been accepted by other buyers. D. that the product is valuable. E. the contents of the salesperson's portfolio.

D. that the product is valuable

Salespeople can strengthen their presentations by showing the prospect the cost of the proposal is offset by added value; this is called: A. magnifying the benefit. B. stacking the numbers. C. stuffing the turkey. D. value analysis. E. building the benefit.

D. value analysis

In the opening profile Andrew Gaffke stresses the importance of having a carefully crafted: A. FAB. B. halo effect. C. product opening. D. value proposition. E. need payoff analysis.

D. value proposition

How do salespeople tell the difference between an excuse and a real objection? A. by observing how the buyer is acting B. by understanding what motivates people to buy C. by learning through experience D. by asking probing questions E. by doing all of the above

E

To achieve success in obtaining commitment, salespeople should: A. maintain a positive attitude. B. let the customer set the pace. C. be assertive instead of aggressive. D. sell the right product in the right amounts. E. do all of the above

E

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

E

Which of the following is an example of a salesperson who has obtained commitment? A. Anselmo has decided to call some of Markus's references next week. B. Obadiah scheduled a co-op advertising program for Margaret at the Vincent Street Drug Store. C. Hugh agreed to let Yvette return next week to analyze his company's computer network. D. Mary Ruth gets an order from Hammond's Nursery for two dozen sugar maple trees. E. All of the above are examples of salespeople who have obtained commitment.

E

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."

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

By investing $36,000 in an electronic gate for the employee parking lot, Risco USA was able to save $90,000 on salaries and benefits previously paid to security guards who monitored the parking lot entrance. The return on investment (ROI) is _____ percent. A. 40 B. 60 C. 66.67 D. 150 E. 250

E. 250

Which of the following statements is the best example of a trial close for a salesperson selling refrigerated display units to supermarkets? A. How does a savings of $30 per month on your refrigeration electricity bill sound? B. Are you interested in how the oversized coil works to keep food cold and eliminate defrosting? C. How does the ease of mobility of this unit compare with other refrigeration units you have seen? D. Do you think you'd be interested in buying the optional illumination signage that comes with our units? E. All of the above are examples of trial closes that could be used by a salesperson selling refrigerator display units to obtain buyer commitment.

E. All of the above are examples of trial closes that could be used by a salesperson selling refrigerator display units to obtain buyer commitment.

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.

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

Which of the following situations is an appropriate situation for a sales representative to use a VCR? A. Richard must train the salespeople at the retail store that bought his product how to sell it. B. Frank wants his prospect to see the new television commercials that will begin airing next month. C. Cleo desires to show this prospect how others are using the product she sells. D. Allison wants to present how quality is built into her product at the factory, but the factory is on the other side of the world. E. All of the above describe appropriate situations for a sales representative to use a VCR.

E. All of the above describe appropriate situations for a sales representative to use a VCR.

Which of the following is suggested by the text as 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.

E. All of the above.

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.

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

Salespeople can strengthen their presentations by showing the prospect the cost of the proposal is offset by added value. A method of applying this technique, called quantifying the solution, is: A. cost benefit comparison. B. return on investment. C. net present value. D. payback period. E. all of the above

E. 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

E. all of the above

With which type of personality is the balance sheet method of obtaining a commitment most likely to be successful? A. amiable B. driver C. expressive D. motivator E. analytical

E. analytical

Emily is trying to convince her customer that she can help him improve his inventory turnover rate. She will likely describe her company's __________ system. A. ECR B. QR C. AR D. JIT E. any of the above

E. any of the above

For which of the following products would a multiple-sense approach be effective for ensuring the buyer's understanding of the product? A. products for cleaning public restrooms B. fresh produce C. toilet paper D. low-fat bacon E. any or all of the above

E. any or all of the above

Lillian cringes when customers make objections during her sales presentation. Buyer's objections: A. should never be encouraged. B. should always be made after the sales presentation. C. are the equivalent to a refusal to buy. D. are most useful when they remain hidden. E. are accurately described by none of the above

E. are accurately described by none of the above

Closing is defined as: A. a close harmonious relationship founded on mutual trust. B. a specific statement by a seller outlining what the seller will provide and what is expected from the buyer. C. a written proposal summarizing key points of a previous meeting. D. asking a question to take the pulse of the situation. E. asking for the buyer's business.

E. asking for the buyer's business.

As they spoke, the sales rep from the medical supply company just pulled out his order pad and began writing up an initial order for Rashmi's nursing home facility. This sales rep appears to be using the _____ traditional closing method. A. direct request B. minor point C. direct action D. standing-room-only E. assumptive

E. assumptive

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

E. at all of the above times

"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

E. 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

E. compensation

The results of a study showing that 70-100% of the time salespeople offer price discounts when in fact price was not the issue suggests salespeople should: A. observe how the buyer is acting before determining what percentage discount to offer. B. try to understand what motivates people to buy through relationship scenario planning. C. tell small lies rather than large ones. D. avoid asking probing questions so the customer will not talk about price. E. discover the true objection before offering what they think is a solution.

E. discover the true objection before offering what they think is a solution.

Once the buyer has said, "Yes," the salesperson needs to: A. discuss with the buyer any important information that he or she will need to enjoy the full benefits of the product. B. thank the buyer for his or her business. C. reassure the buyer that his or her choice was judicious. D. avoid any show of excess excitement or enthusiasm. E. do all of the above

E. 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

E. do all of the above

For her sales presentation, Myra wants to design a chart which shows how much faster chronic wounds heal when protected with SoloSite, a water-based ointment. To create the most effective chart, she should: A. avoid the use of pie charts or other graphical representation. B. use complete sentences so the buyer does not have to wonder what words are missing. C. use an occasional misspelling to ask as a check to see if the buyer is paying attention. D. intermingle major and minor selling points. E. do none of the above

E. do none of the above

The terms and conditions of sale include shipping costs. The seller quotes an FOB price. The letters FOB stand for: A. feedback on business B. frequency of business C. function of buyer D. freight of buyer E. free on board

E. free on board

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.

E. hand every customer any and all available testimonials.

As Innam 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 Innam using to respond to this objection? A. compensation B. revisit C. indirect denial D. direct denial E. none of the above

E. none of the above

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

E. postpone

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

E. postpone method

Harold rents mailing lists. With the _____ method of obtaining commitment, Harold might ask a customer concerned about the cost of mailing lists, "What If I could guarantee that this list had no duplicate addresses, would you be interested in renting it?" A. alternative choice B. benefit summary C. direct request D. minor point E. probing

E. probing

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect-- even though the salesperson may not be able to resolve all of them. A. alternative choice B. benefit summary C. direct request D. minor point E. probing

E. probing

The salesperson for the BM&M automated sawdust screen walked into the pallet manufacturer's buying agent's office and handed him 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): A. affirmation. B. fabrication. C. illustration. D. attestation. E. testimonial.

E. testimonial

"Mr. Smock, here are copies of letters from three owners of flower shops in the tri-cities area who consistently buy cut flowers for their shops from our company. As you can see, they are extremely pleased with our quick delivery and product freshness." The letters this sales rep is showing Mr. Smock are examples of: A. affirmations. B. fabrications. C. illustrations. D. attestations. E. testimonials.

E. testimonials

"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

E. the revisit method