Test 2 (Ch 6-8)--Professional Selling (Hippeli)

The goal in each sales meeting is to __________ the sale, which in most cases occurs when the ___________ takes action. If the next step in the sale is solely dependent on the ___________, that means the sale was only _____________.

1. Advance. 2. Buyer. 3. Seller. 4. Continued.

As discussed in our lecture, when presenting your product you should always explain the features, the _____________ , and most importantly, emphasize the _____________.

1. Benefits. 2. Emotional Connection.

According to Rackham, by linking your situation (implication) questions, you can make them flow more easily and be less abrasive to the prospect. The three best ways Rackham suggests you link your questions are by linking your questions to:

1. Buyer statements. 2. Personal observations. 3. 3rd party situations.

The 4 C's are specific steps sales professionals should take when a buyer states an objection. List the 4 C's in order of execution.

1. Cushion. 2. Clarify. 3. Change perspective. 4. Confirm perspective.

LaToya is a salesperson for XYZ Co. and is preparing to make a sales call. She should plan to use a check-back type of question after she has ____________________.

1. Gone through a specific feature-benefit sequence. 2. Responded to an objection.

The difference between a "continuation" of a sale and an "advance" of a sale is: A continuation _________________ and an advance _________________________.

1. Means that the prospect is not taking any action after the meeting. 2. Shows the prospect is invested in the opportunity because she is taking action after the meeting.

List 4 examples of possible advances Rackham recommends:

1. Schedule 2 separate calls for the prospect to speak to satisfied clients. 2. Schedule a time for the prospect to tour your office. 3. Ask the prospect to schedule a meeting with other decision makers. 4. Get the prospect to agree to a pilot program.

Natalie's customers are usually interested in features that help their companies appear more "high-tech" while at the same time reducing costs. With respect to the purchase decision process, these prospects are driven primarily by:

A combination of rational and emotional motives.

Which of the following best describes buyer resistance? A. Anything the prospect says or does that slows down or stops the buying process. B. An emotional state brought on through misunderstanding. C. Price is too high. D. An emotional state brought on through miscommunication. E. Anytime the prospect says "no."

A. Anything the prospect says or does that slows down or stops the buying process.

Sandy is a salesperson for XYZ Computer Co. As she moves into the presentation portion of the sales process, Sandy should do all of the following EXCEPT: A. Convince the buyer that Sandy's product is the lowest price product on the market. B. Explain how the product's features translate into meaningful benefits. C. Convey to the buyer how her product will meet the buyer's confirmed needs. D. Sandy should do all of the options. E. Provide rationale for why the prospect should buy from Sandy as opposed to one of Sandy's competitors.

A. Convince the buyer that Sandy's product is the lowest price product on the market.

Which of the following is not a recommendation for creating an effective customer value proposition? A. Make it as emotional as possible. B. All answers are appropriate recommendation. C. Be sure it is relevant to your prospect. D. Include quantitative data whenever possible. E. Be sure to include your company's USP.

A. Make it as emotional as possible.

When uncovering needs for an organized dialogue (presentation), approximately how much time should the salesperson speak?

About 30% of the time.

After sharing quantitative data during a sales presentation, you can best reinforce the facts you just stated by sharing a(n):

Anecdotal Story.

Which of the following types of sales presentations is most likely to be associated with telemarketing? A. Motivational sales presentation B. Canned Sales Presentation C. Emotional connection presentation D. Written sales presentation E. Directed sales presentation

B. Canned Sales Presentation.

Which of the following types of sales presentations make the assumption that customer needs and buying motives are homogeneous? A. Motivational sales presentation B. Canned Sales Presentation C. Organized sales presentation D. Written sales presentation E. Directed sales presentation

B. Canned Sales Presentation.

Limitations of the canned sales presentation include all of the following except: A. It may be awkward to use with a broad product line. B. Sales resistance may be increased because the prospect's objections cannot be anticipated. C. It may alienate buyers who want to participate in the interaction. D. It fails to capitalize on the salesperson's ability to tailor the message to the prospect. E. It does not handle interruptions well.

B. Sales resistance may be increased because the prospect's objections cannot be anticipated.

The value that comes from consuming or utilizing a product is referred to as a(n) __________.

Benefit.

A sales dialogue planning template may be helpful to salespeople for which of the following reasons? A. It allows salespeople to track objections across customers. B. It helps salespeople ensure that they address all of the buyer's objections. C. All answers are correct. D. It provides feedback to salespeople regarding the types of customers with which they are doing business. E. It will help salespeople to make sure they identify and address all influential members of the buying team.

C. All answers are correct.

Which of the following types of sales presentations is most flexible? A. Motivational sales presentation B. Canned Sales Presentation C. Organized sales dialogues (presentation) D. Written sales presentation E. Directed sales presentation

C. Organized sales dialogues (presentation).

A _____________ is identified once the buyer acknowledges the importance of the benefit.

Confirmed Benefit.

According to Rackham, top sellers reach their goals by planning and conducting meetings that move sales forward. What is their first step in planning these successful sales meetings?

During pre-planning, they brainstorm a variety of Advances that would move the sale forward.

Which of the following is true about written sales proposals? A. They are often scrutinized by various people in the buying organization. B. They are frequently used in competitive bidding situations. C. They are usually associated with high-dollar-volume sales. D. They are often viewed as more credible because they are in writing. E. All the answers are true.

E. All the answers are true.

Tami is a new salesperson for ABC Industrial Equipment CO. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories? A. Need objections. B. Product or service objections. C. Price objections. D. Company or source objections. E. Confirmed objections.

E. Confirmed objections. *All the other ones are categories of objections: A. Need objections. B. Product or service objections. C. Price objections. D. Company or source objections.

Which of the following is not one of the keys to effective sales dialogue and presentations? A. Use audiovisuals and other sales tools to reinforce key points. B. Understand the customer's needs prior to presenting solutions. C. Making an emotional connection with a benefit. D. Guard against annoying mannerisms and statements. E. Make sure to cover each of the product's features.

E. Make sure to cover each of the product's features.

Which of the following types of sales presentations depends heavily upon the salesperson's ability to uncover the buyer's needs? A. Memorized sales presentation B. Motivational sales presentation C. Canned sales presentation D. Directed sales presentation E. Organized sales dialogues (presentations)

E. Organized sales dialogues (presentations)

Which of the following types of sales resistance is most common but usually not the most important issue? A. Performance concerns. B. P% > S%. C. Trust concerns. D. Quality concerns. E. Price concerns.

E. Price concerns.

Which of the following is the best example of a customer value proposition? A. I propose that if you become our customer, our product will provide you added-value. B. Our product will help your employees be more productive. C. Our product will help your employees increase productivity by 10%. D. All answers listed are correct. E. Utilizing the data analysis automation feature of our product will improve your employees' productivity by 10% within six months.

E. Utilizing the data analysis automation feature of our product will improve your employees' productivity by 10% within six months.

Which of the following is the best example of a customer value proposition? A. I propose that if you become our customer, our product will provide you added-value. B. Our product will help your employees be more productive. C. Our product will help your employees increase productivity by 10%. D. All of the options are good examples of customer value propositions. E. Utilizing the data analysis automation feature of our product will improve your employees' productivity by 10% within six months.

E. Utilizing the data analysis automation feature of our product will improve your employees' productivity by 10% within six months.

Helping a prospect understand how the benefit of a feature will help her accomplish a specific objective she previously stated was important is called a(n):

Emotional Connection.

"I'm concerned that if we ever have trouble with a copier we buy from your company, you won't service it in a timely fashion" is an example of a product objection. True or False?

False.

"How do I know you'll meet our delivery requirements?" is an example of a need objection. True or False?

False; it's a product or service objection.

A physical characteristic or quality of a product is referred to as a _____________.

Feature.

LAARC is a philosophy for helping sales professionals overcome objections. The acronym stands for_______________.

Listen. Acknowledge. Assess. Respond. Confirm.

During the sales presentation, the salesperson should:

Present the benefits that address the buyer's needs.

When planning sales dialogues, the salesperson must:

Remember to focus on customer needs and how the customer defines value.

Tim, a buyer for a large office complex, releases an RFP. An RFP is a(n) _______________.

Request for Proposals.

After presenting a selling point, the salesperson should use a ______________ type of question.

Response-Check (AKA Check-Backs).

The combination of a specific feature and a meaningful benefit is called a:

Selling Point.

Sales presentation planning begins with a(n):

Specifically stated objective.

The most difficult objections to overcome are:

The ones you don't know about.

In an organized sales dialogue (presentation,) the salesperson's ability to develop a customized solution is heavily dependent upon:

The salesperson's ability to listen during needs discovery. OR: The salesperson's ability to use visual aids.

Buyers may express resistance before ever talking with the salesperson about solutions and price. True or False?

True.

Sales presentation planning begins with a specifically stated objective. True or False?

True.

Bill is a salesperson in a highly competitive industry. Because his prospects usually evaluate multiple offerings, Bill should make sure he:

Understands the competitive positioning of his product.