Personal Selling Chapter 6-10

Sarah is a salesperson for Core Technologies. During one of her recent sales calls with a prospect, she was met with the response, "Your product does sound pretty good, but I do not have a use for it at the moment. Could you please call back in a few months?" Which of the following types of sales resistance did Sarah face in the given scenario?

A need objection

While delivering a sales presentation for washing machines, Mark met with the objection, "I am happy with my current washing machine. Your machine is too big and does not have a separate dryer for delicate clothes." In this scenario, which of the following types of sales resistance did Mark face?

A product or service objection

Which of the following demonstrates forestalling?

A salesperson answers an objection before the prospect has a chance to ask it.

Which of the following is a guideline for product demonstrations?

Anticipate problems and have back-up replacement parts on hand.

Which of the following is a reason inexperienced salespeople prefer canned presentations?

Canned presentations are scripted, and questions can be anticipated in advance.

In the context of sales communication formats, which of the following assumes that customer needs and buying motives are homogenous?

Canned sales presentation

A telemarketing start-up uses informative videos created with computer graphics to demonstrate its products to prospects. Since the company is a start-up, its sales team is relatively inexperienced. As a result, the salespeople use scripted sales calls to introduce their company or to demonstrate a product. In this scenario, which of the following sales communications formats does the telemarketing start-up use?

Canned sales presentations

_____ are the benefits a buyer indicates are important and represent value.

Confirmed benefits

Which of the following is a difference between canned sales presentations and organized sales presentations?

Customer opportunity to interact is minimized in canned sales presentations, whereas organized sales presentations have a high level of customer involvement.

In the context of a sales dialogue template, which of the following examples of a customer value proposition is likely to give a prospect reasonable expectations of EasyCopy?

EasyCopy copiers will save the company $100 a month.

_____ include motives such as security, status, and the need to be liked.

Emotional buying motives

In the context of writing effective proposals, the _____ should succinctly and clearly demonstrate a salesperson's understanding of a customer's needs and the relevance of the proposed solution.

Executive summary

Which of the following is true of preselling?

It helps to determine individual and group interests and motives.

Which of the following is true of an organized sales presentation?

It is a sales dialogue with a high level of customer involvement.

Which of the following is true of a success story commitment?

It is a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product.

Which of the following is true of a trial commitment?

It is a technique that determines the attitude of a buyer toward a particular feature or benefit.

Which of the following best defines the term sales call?

It is an in-person meeting between a salesperson or sales team and one or more buyers to discuss business.

In the context of engaging the customer, which of the following is true of setting appointments with prospects?

It recognizes that prospects are busy individuals.

Which of the following is true of a good sales call objective?

It should be specific and require customer actions.

Identify a tip for preparing visual materials.

Leave plenty of white space and do not crowd the page

Which of the following is true of a price objection?

Most salespeople feel a price objection is an attempt by buyers to make the salespeople lower their prices

_____ are comprehensive communications that convey multiple points designed to persuade the customer to make a purchase.

Sales presentations

Gen, a salesperson, is facing resistance from one of her buyers. If she is using the LAARC method of negotiating buyer resistance, which of the following is the immediate next step that she should take after acknowledging the objection?

She should ask assessment questions to better understand why the buyer raised the objection.

At the end of his sales interview, Fred asks the prospect, "Will Rock copier X or Rock copier 2.0 work best for you?" Which of the following selling techniques is Fred using to earn commitment?

The alternative choice technique

In the context of responding to buyer objections, which of the following is a difference between the compensation method and the questioning method?

The compensation method is an attempt to show that a benefit counterbalances an objection, whereas the questioning method involves an assessment to gain a better understanding of a buyer's objections.

Which of the following would most likely be a reason for a prospect to raise objections?

The prospect lacks information.

Which of the following is a reason why a prospect raises objections?

The prospect wants to avoid the sales interview.

Which of the following is a limitation of canned presentations?

They do not handle interruptions well

In the context of a sales dialogue template, which of the following is a mistake often made by salespeople when recording prospect information?

They fail to identify all the buying influencers.

Which of the following is a tip for preparing visual materials?

Use bullet points to emphasize key points.

_____ refer to the pitch and speed of speech, which salespeople should vary to emphasize key points.

Voice characteristics

Martin, a salesperson at EnLee Tech Solutions, during a sales dialogue remarks, "One of our clients incurred a loss in production time due to manual data entry by its employees. After purchasing our AutoData software, the client reported a 10 percent increase in their productivity." Martin's statement is an example of a(n) _____.

anecdote

The last step in the LAARC method is to:

ask confirmatory questions.

Martha is selling computerized digital X-ray machines to dentists. Martha claims that the machine saves more time because it does not use a film that has to be developed, thus allowing dentists to be able to see more patients or finish their work early. This ability of the machine to save time is one of its _____.

benefits

A _____ is a need-activated drive to search for and acquire a solution to resolve a need or problem.

buying motive

A buyer asking about methods of payment is communicating a(n) _____

commitment signal

Cory is a salesperson at Bayray Technologies, a company that manufactures laptops and cameras. During a sales presentation for the company's new camera, he states, "Cameras produced by us have the same resolution as the cameras produced by ClarityO, the world's number one camera manufacturer, but at a cheaper price." In this scenario, Cory is using a(n) _____ to describe the product.

comparison

The _____ technique involves a response to buyer objections in which a salesperson counterbalances an objection with an offsetting benefit.

compensation

A major purpose of SPIN (situation questions, problem questions, implication questions, and need-payoff questions) or ADAPT (assessment questions, discovery questions, activation questions, projection questions, and transition questions) is to help a salesperson identify the _____ of a product for a buyer.

confirmed benefits

Jessie, a salesperson, is going to meet a prospect. Jessie has spoken to this prospect once and has established the prospect's need and interest in her product offering. In this meeting, Jessie should:

get to the sales presentation as soon as circumstances allow.

If a salesperson is unable to overcome buyer resistance during a sales call, he or she should:

gracefully end the sales call.

Alex, a salesperson at Pluroin Services, is scheduled to deliver a sales presentation to a group of prospective buyers. Since Alex is the first one to arrive at the venue, he should:

greet the group members individually as they arrive.

In the context of a sales dialogue template, when recording prospect information in business-to-business situations, salespeople should:

identify the members involved in the buying decision.

The term minor-points close refers to a sales closing technique:

in which the salesperson seeks agreement on relatively trivial issues associated with the full order

Maurice has recently started a career in sales. While delivering sales presentations, he faces a lot of objections from prospective buyers and has developed a fear of these objections. To handle the objections effectively, Maurice should understand that buyer resistance:

is a normal part of the sales process.

While conducting a sales dialogue, a series of positive response checks by a buyer indicates that he or she:

is nearing a purchase decision

While giving a sales presentation, Mandy is asked a question by one of her buyers. To effectively handle the question, Mandy should:

listen carefully and maintain eye contact with the person asking the question.

After presenting a specific feature-benefit sequence to a prospective buyer, a high-performing salesperson should:

make use of a check-back or response check.

Sales resistance is defined as a buyer's:

objections to a product or service during a sales presentation

Salespeople who are better prepared to be successful in a sales dialogue are those who:

practice asking questions, getting responses, and adapting to the responses appropriately.

When engaging in sales dialogue that involves presenting solutions, salespeople need to:

present solutions that are customized to the needs of the buyers.

The SPES Sequence is a powerful tool because it facilitates the effectiveness of _____.

presentation tools

A testimonial is an example of a _____.

proof provider

Jonathan is a salesperson who finds it difficult to get appointments from prospective customers. Prospects usually reject him during the initial sales call. Jonathan can improve his chances of getting an appointment by:

requesting a specific amount of the customer's time.

Laura, a salesperson for H&B Simpsen Inc., prepares to make a sales call. She plans to encourage the prospective buyer to give feedback during the call. During the call, she should use a check-back after she has:

responded to an objection.

A _____ is defined as resistance to a product or service that results when a buyer has never heard of or is not familiar with the product's company.

source objection

When available, _____ from authoritative, third-party sources carry the highest credibility.

statistics

Many prospects use _____ as a stalling tactic to delay a purchase decision.

time objections

To increase credibility when using statistics as proof providers, salespeople should:

use statistics from authoritative, third-party sources.

In addition to understanding the value they and their companies can deliver to customers, salespeople must also recognize that _____.

what constitutes value will typically vary from one customer to the next