Sales exam #3
Establishment of objectives for the sales presentation and preparation of the presentation plan must be guided by ________.
. a strong desire to provide outstanding customer service
Prior to developing the presentation plan, salesperson must answer an important question: ________.
Do these activities relate to the customer's buying process?
_____ is one of the biggest obstacles sales people have to conquer.
Price objection
_____ help(s) you uncover ad clarify the pain, implications, and circumstances surrounding the customer's buying problem.
Probing questions
________ includes thoughts, feelings, and behavioral patterns that conspire to limit what a salesperson is able to accomplish.
Sales call reluctance
In analyzing each buyer concern, the salesperson should try to determine which method can be most effective. In most cases, the salesperson can use ________.
a combination of methods
In the eyes of most customers, value is more important than price. Always try to position your product with ________.
a convincing value proposition
Team sales presentations require ________.
a more detailed precall plan than individual sales calls
Need discovery is sometimes called ________.
a needs analysis or needs assessment
Studies indicate that the favorable testimony of ________ can be an effective method of responding to buyer resistance.
a neutral third party
When you are working on a large, complex sale, you should try to ________ throughout the sales process.
achieve incremental commitment
A(n) _____ is something you want from the customer during the sales presentation.
action objective
A high-quality and professional approach is a powerful way to ________.
add value and differentiate yourself from your competitors
The best time to deal with price is ________.
after you have reviewed product features and buyer benefits
Selling to the "gatekeeper" means ________.
aligning yourself with the person who schedules the decision maker's appointments
Adaptive selling involves ________ to improve communication with the customer.
altering sales behaviors
During the sales process, salespersons make the mistake of not ________.
asking for the order more than once
If you have identified a genuine need, presented your solution in terms of buyer benefits, presented an effective sales demonstration, and negotiated buyer concerns, the ________ close might be the most natural closing method.
assumptive
Important buying signals might ________.
be interwoven into normal conversation
The concept of finding "what alternative(s) will be acceptable to you if your negotiation does not succeed" is called ________.
best alternative to negotiated agreement or BATNA
Regarding the specific use of questions, research results revealed that the highest performing salespeople used questions to ________.
build clear, complete, mutual understanding; guide the direction of the sales call; and used questioning strategy to facilitate an open exchange of information
The qualifications that must be available or fulfilled before the sale can be closed are called _____conditions.
buying
One way to clarify price concerns is ________.
by asking questions to determine what the customer is thinking
The "sell low now, make profits later" approach ________.
can create value for both you and your customer because it might be a way of gaining a foothold in your buyer's business
In order to create a customized presale presentation, salespeople need to ________.
collect background information
Solution selection is an important function of the salesperson. Salespeople who have the ability to ________ achieve the status of trusted advisor.
conduct a value-added needs analysis
Buyers sometimes use the "take-it-or-leave-it" tactic. An alternative strategy to counter this tactic is to ________.
confidently review the superior benefits of your product and make another closing attempt
The _____ approach is also referred to as the elevator speech.
customer benefit
The sales environment is changing. In competitive markets, success increasingly hinges on
developing mutually rewarding customer relationships
Research has shown that high-performance sales personnel have learned how to
diagnose and solve problems better than their competitors
The ________ close is the most straightforward closing approach and many buyers find it attractive.
direct appeal
The key advantages of a sales team include ________.
discovering problems, solutions, and sales opportunities
Resistance to time is often referred to as stalling. A stall usually means the customer ________.
does not yet perceive the benefits of buying now
The salesperson should be alert to specific benefits that generate the most excitement, which are called ________.
dominant buying motives
One of the MOST important personality traits salespeople need is ________, which is especially helpful in recognizing closing clues.
empathy
Today's customers are well informed and might want to ________ early in the sales process.
engage in negotiations
The second prescription discusses the need for a carefully prepared presentation plan that includes ________.
ensuring that all salespeople are well organized and prepared to achieve objectives
The three prescriptions of a presentation strategy are ________.
establish objectives, develop a presale presentation plan to meet the objectives, and renew everyone's commitment to provide outstanding customer service
Servicing the sale is a major way to create value, ensure maximum satisfaction, and long-term relationships. Critical servicing-the-sale activities include
expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints
The challenge a salesperson faces in almost every negotiation is to sell products and services based on ________, not on price.
fair and unique value propositions
If the approach is successful, the salesperson will be ________.
given the opportunity to make a sales presentation
Salespeople use the consultative sales presentation because
increased customer satisfaction, more closed sales, and more repeat and referred business
Product-oriented selling is usually
inefficient and ineffective
Team members should be given ________.
information about the customer, understand basics of presentations, and add value
Some salespeople make the mistake of waiting until the close to reveal ________.
information that might come as a surprise to the prospect
According to research by Neil Rackham, the________ has the most impact on the buyer's decision to purchase a product.
investigative or need discovery stage
If you are calling on business prospects, the way to overcome need resistance is to prove your product ________.
is a good investment
A closing clue or buying signal ________.
is a verbal or nonverbal indication that the prospect is preparing to make a buying decision
Concerns about the product or service often become the focal point of buyer resistance. Two common factors influencing the buyer's attitude are that the product or service ________.
is not well established or the current product or service is satisfactory
In need discovery you assume that the client's problem is not _____.
known
The starting point for need discovery is developing a________.
listening attitude
Buyers will also use the "let-us-split-the-difference" tactic. If the buyer's suggestion is not acceptable, then you might ________.
make a counteroffer
The second step in the preapproach process is ________.
making a first impression, getting their attention, and transitioning to need identification
When collaborating with a potential customer on potential solutions, the salesperson should ________.
match specific benefits with specific buying motives
Body movements, facial expression, and tone of voice ________.
might be nonverbal buying clues
The consequence of the use of the "if . . . then" tactic could be serious. If the buyer does have a number of options that offer the same benefits as yours, then the salesperson ________.
might have to concede
The four-part need-satisfaction model includes
need discovery, solution selection, need satisfaction, and servicing the sale
In many selling situations, the salesperson needs to take responsibility for ________.
obtaining commitment from the customer
The third part of the need-satisfaction model is informing, persuading, or reminding. During this process, the salesperson
places less emphasis on questions and more on value-adding statements
"Do unto others as they want to be done unto" is an application of the _____ rule of negotiating.
platinum
The first step in the preapproach process is ________.
preparing presale objectives and developing a presale presentation plan
Several closing methods might be necessary to get the prospect to make a buying decision; therefore, it is wise for the salesperson to ________.
preplan several closes
The presentation strategy adds value by making sure the ________.
presentation is customized and adapted to meet the needs and time constraints of the prospect
The process of selecting the right solution is called ________.
product configuration
The pace, scope, and time allocated to need discovery might depend on a variety of factors, but there are generally several major factors. The major factors include
product sophistication, price, customer's product knowledge, and time available for discussion
During need discovery, the effective use of ________ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons.
questions
Before you ask the _____ customer for a buying decision, make sure you review important factual information.
reflective
Negotiations can happen at any stage of the sales process, but in most cases the most important negotiations will take place during the ________ stage of the buying process.
resolution of problems
The second part of the consultative sales process consists of selecting or configuring a solution that ________.
satisfies the prospect's buying motives
Active listening is ________, both in terms of content and meaning.
sending back to the prospect what you as a listener think the prospect meant
Use ________ to control the flow of information and draw out the customer.
silence
Asking for the order is less difficult if the salesperson is ________.
strategically prepared for the close
The proper attitude during closing should be viewed as a ________.
strategy to help the customer make the correct decision with the best solution
When you are dealing with the price-conscious transactional buyer, who needs flexibility and options, the ________ close might be the most appropriate closing method.
the multiple options
The business contact involves converting the prospect's attention from the social contact to ________.
the sales presentation
A major goal of ________ is to make a good first impression, build rapport, and establish credibility.
the social contact
Negotiate a win-win solution to ________ before you attempt to close the sale.
the tough points
Bringing new insights to customers regarding ________ creates value for them.
their buying problem and enhanced solutions
The greatest time investment in personal selling is ________.
the front-end of the sales process
Salespeople skilled in adaptive selling consider how ________ may enhance the sales presentation.
the relationship, product, and customer strategies
To help overcome price concerns, salespersons need to direct the customer's attention to________.
the value-added features of your product or service
Many ________ buyers are primarily interested in price and convenience during negotiations, so consider eliminating features that contribute to a higher selling price.
transactional
The ________ close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy.
trial
A salesperson might attempt to turn the objection into a(n) ________ by concluding the sale without prejudicing the opportunity to continue the selling process with the buyer should he or she refuse to commit.
trial close
Objectives of the first prescription include ________.
understand needs and build or establish the relationship
Preparation for the close involves ________.
understanding customer needs, custom-fitting solutions, and planning appropriate closing methods
One strategy to use with buyers who use the "budget limitation tactic" is to ________.
use unbundling by eliminating some items to reduce the price
Consultative selling is a very customer-centric form of selling that creates
value for the customer and the firm
Closing the sale is usually easier if you look at the _____ from the prospect's point of view.
value proposition
The definition of negotiation is ________.
working to reach an agreement that is mutually satisfactory to both buyer and seller
A second important negotiation planning tool, ________, is defined as the space between the seller's walk-away point and the buyer's highest willingness to pay.
zone of possible agreement or ZOPA
Some of the most common approaches to arouse prospect interest in the presentation include ________.
agenda, product demo, referral, customer benefit, question, survey, and premium
The six main parts of the presentation plan include ________.
approach, need discovery, presentation, negotiation, close, and servicing the sale
The social contact helps build rapport. Building rapport should lead to ________.
credibility, which builds trust
The great majority of buyer concerns fall into five categories. Those categories are ________.
need, product, source, time, and price
Verbal closing clues can be divided into categories, which are ________.
questions, recognitions, and requirements
