Principles of Selling - Chapter 6, 7, & 8

In the memorized sales presentation, the prospect does very little talking.

True

The FAB formula helps a salesperson increase a prospect's desire for a product.

True

The term given to making and using contacts for the purpose of prospecting is: A) observing. B) approaching. C) telemarketing. D) influencing. E) networking.

E) networking

In order to be a success, it is imperative that a salesperson be able to tailor a customized solution for each customer.

True

A customer profile should answer the question, "What are the purchasing policies and practices of the account?"

True

Trust serves as the glue that enables relationships

True

To be effective, the participants in a sales club should sell competing products.

False

Cultivating a network involves meeting reputable people who have many valuable contacts.

True

LinkedIn, a popular social networking website for businesses and their employees, has emerged as a method to assist in the prospecting process.

True

Many prospects will hang up the phone as soon as they suspect an attempt is being made to sell them something.

True

Obtaining referrals is a continuous process for salespeople.

True

One excellent way for a salesperson to obtain an appointment with a prospect is to have a customer make the appointment for the salesperson.

True

Success in selling requires a significant amount of preparation.

True

Successful prospecting requires a strategy.

True

Telemarketing involves the use of trained personnel to conduct planned, measurable marketing activities directed at targeted groups of consumers.

True

Telephone prospecting is an excellent way to locate prospects and quickly determine if they are qualified.

True

The endless chain referral method of prospecting is a very effective method for finding customers.

True

The sales manager at OBC Office Supplies has determined that the office manager of Hoffman Realty has the money, desire, and authority to purchase a new copy machine. Hoffman Realty would best be described as a: A) potential referral. B) qualified prospect. C) network prospect. D) qualified referral. E) network agent.

B) qualified prospect

Luke Belington is an automotive parts salesperson. Each week he writes a column in a local auto magazine about the car industry, its past, present, and future. One of the main reasons for him indulging in writing on the side would be to: A) encourage people to buy classic cars. B) qualify leads in the market for a new car. C) educate people on the mechanics of car design. D) convince prospects of his automotive expertise. E) gain additional remuneration during low sales periods.

B) qualify leads in the market for a new car

Why do salespeople constantly search for new prospects? A) Conduct e-sales B) Maintain sales licenses C) Train new salespeople D) Replace customers lost over time E) Monitor the accounts of current customers

D) Replace customers lost over time

Kenton is a busy insurance salesperson, yet twice a month he writes a column for the local newspaper in which he addresses issues concerning financial security. The most logical reason for such activity is to: A) motivate other salespeople to sell more insurance. B) protect his own personal financial investments. C) show any stakeholders who read the column how intelligent he is. D) create prospects. E) qualify prospects.

D) create prospects

A simple way to remember the qualifying process is to think of the word "MAD." The letter "D" reminds the salesperson to ask if the prospect has: A) discernment. B) determination. C) discretion. D) desire. E) dedication.

D) desire

Which of the following statements is NOT true about the endless chain referral method of prospecting? A) Satisfied customers are likely to buy again from the salesperson. B) The customer often refers the salesperson to friends and acquaintances. C) It is a very effective method for finding customers. D) It involves asking the customer if they know others who might be interested in the product. E) It involves a group of salespeople in related fields meeting regularly to share sales leads.

E) It involves a group of salespeople in related fields meeting regularly to share sales leads.

Which of the following is NOT a prospecting method? A) Prospecting on the web B) Center of influence C) Endless chain D) Social media platforms E) Tracking

E) Tracking

For success at trade shows, memorize your sales pitch so that you get your message across succinctly.

False

In a parallel referral sale, salespeople must sell the product as well as the after-sales service.

False

In the two years Ronald has been selling, he has built up a list of inactive accounts. He should now orphan these accounts and try to develop new prospects.

False

Networking can be the least reliable and most ineffective of all prospecting methods.

False

________ is defined as the series of sequential actions by a salesperson that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction. A) The sales presentation B) The prospecting process C) The sales process D) Networking E) The preapproach

C) The sales process

After the presentation, the next step in the selling process is: A) the approach. B) handling objections. C) the follow-up. D) the trial close. E) meeting objections.

D) the trial close

Fifty percent of your first conversation with networking prospects should be about your business.

False

As a salesperson, you should know that the second of the five mental steps that a prospect goes through in deciding to buy from you is: A) interest. B) insight. C) intent. D) inference. E) incubation.

A) interest

The typical last step of the problem-solution sales presentation is to: A) make the sales presentation. B) propose follow-up activities. C) analyze prospect's problems against those of its competitors'. D) prepare a written solution for the prospect's problem(s). E) handle prospect's objections to the solution.

A) make the sales presentation

A ________ is a method of achieving an end. A) plan B) goal C) target D) purpose E) quota

A) plan

During the ________, the salesperson plans the sales call on a prospect. A) preapproach B) trial close C) sales presentation D) approach E) value analysis

A) preapproach

A salesperson and a customer enter into a strategic customer relationship in order to: A) pursue mutual goals. B) maintain an adversarial relationship. C) create transactional exchanges. D) eliminate routine buying decisions. E) broaden the channel of distribution.

A) pursue mutual goals

A(n) ________ is the main purpose of a salesperson's contact with a prospect. A) sales call objective B) sales mission C) sales profile D) marketing goal E) preapproach profile

A) sales call objective

Which component of a customer benefit plan most likely includes price, percent markup, and ROI? A) Customized marketing plan B) Business proposition C) Sales call objective D) Customer profile E) Purchase order

B) Business proposition

Keri Marten has opened a day care center for children aged one to six. She seeks the assistance of local pediatricians in identifying those in need of her services. Identify the method of prospecting utilized by Keri. A) Cold canvas B) Center of influence C) Group D) Public exhibition E) Endless chain

B) Center of influence

Identify the most appropriate sales presentation method that can be used when time is short and the product is simple. A) Stimulus response B) Memorized C) Barrier D) Problem-solution E) Formula selling

B) Memorized

The ________ can be used to move prospects from mild interest to a strong desire for a product. A) interactive method B) SELL sequence C) business proposition D) FAB process E) action enhancement method

B) SELL sequence

The first mental step of a prospect's buying decision is: A) conviction. B) attention. C) purchase. D) desire. E) interest.

B) attention

Avril is selling a uniform service to a company that cleans many of the office buildings in Baltimore. She is doing a sales presentation to all of the members of the company's buying center. She has just finished giving a brief history of her company and discussing her firm's philosophy to the 25 people in the room. She has also mentioned a few large companies her firm has worked with in the past. Avril has done this to: A) outline benefits. B) establish credibility. C) create a selling environment. D) get the attention of her audience. E) create interest in her company.

B) establish credibility

John sells safety equipment to law enforcement agencies. Before calling on the Humphrey Sheriff's Department, John decided that he wanted to get an order for eight new bulletproof vests from the sheriff before he left the office. In terms of the acronym SMART, John's objective: A) is relevant. B) is very specific. C) puts customer service first. D) maximizes the customer's order. E) is related to the present and future needs of the customer.

B) is very specific

During the ________ phase of the need-satisfaction sales presentation, the salesperson begins to take control of the conversation by restating the prospect's needs to clarify the situation. A) need-fulfillment B) need-awareness C) need-utilization D) need-feedback E) need-development

B) need-awareness

Windfall Computers instructs its salespeople to use a particular sales presentation method when selling to corporations. Initially, prospects are asked to discuss the different problems and requirements they have. After the prospects finish talking, the salesperson summarizes the requirements of the customer and presents solutions. The salesperson's act of summarizing can be termed as: A) need-summary. B) need-awareness. C) need-development. D) need-diffusion. E) need-fulfillment.

B) need-awareness

A salesperson opens his sales call with the question, "What type of functions are you looking for in your computer?" is most likely utilizing the ________ presentation method. A) transactional B) need-satisfaction C) stimulus-response D) participative E) formula selling

B) need-satisfaction

The ________ sales presentation method is most appropriate when information needs to be gathered from the prospect, as is often the case in selling industrial products. A) stimulus-response B) need-satisfaction C) formula D) canned E) persuasive

B) need-satisfaction

Which of the following is one of the four components of the sales call planning process? A) A marketing audit B) A vendor analysis C) A customer profile D) Perceptual mapping E) Market testing

C) A customer profile

________ is the performance of any helpful or professional work or activity for a person, family, or organization. A) Customer satisfaction B) Value creation C) Customer service D) Market follow-up E) Service customization

C) Customer service

Which of the following is the most likely reason that salespeople plan their sales calls? A) Shortening the sales presentation B) Overcoming customer objections C) Establishing professionalism D) Utilizing new technologies E) Training new employees

C) Establishing professionalism

Which of the following statements about the purpose for any sale is most likely false? A) Purpose is broad in scope. B) Purpose helps define who you are as a sales professional. C) Purpose is a list of objectives that differ from one sales call to another. D) Purpose directs how you approach each sales call. E) Purpose defines success for you.

C) Purpose is a list of objectives that differ from one sales call to another.

________ is the process of determining if a suspect is to become a prospect. A) Scheduling B) Networking C) Qualifying D) Routing E) Characterizing

C) Qualifying

All of the following are examples of prospecting methods EXCEPT: A) social media platforms. B) cold canvass. C) experimentation. D) endless chain. E) observation.

C) experimentation

In the beginning of a group sales presentation, a salesperson should: A) explain how the FAB formula will be used in the presentation. B) provide every member of the group with a customer profile. C) give quality assurances and qualifications. D) ignore the group's behavioral style. E) summarize the marketing plan.

C) give quality assurances and qualifications

The creative problem solving process includes (1) finding the problem, (2) solving the problem, and (3) _______? A) documenting the needs B) finding ways to refute the needs C) implementing the solution. D) evaluating the needs E) planning a drastic solution

C) implementing the solution

Strategies for selling a product to a reseller's customers would most likely be included in a: A) business proposition. B) FAB statement. C) marketing plan. D) suggested purchase order. E) SELL sequence.

C) marketing plan

During the ________ phase of the need-satisfaction sales presentation, the conversation is limited to a discussion of the buyer's needs. A) need-feedback B) need-disclosure C) need-development D) need-fulfillment E) need-awareness

C) need-development

The ________ presentation is the most challenging and creative form of selling because it is designed to be interactive. A) formula B) stimulus-response C) need-satisfaction D) straight-rebuy E) problem-solution

C) need-satisfaction

Anthony is going on his first sales call, and he is very nervous. A professional salesperson would most likely tell Anthony that the key to selling success is the willingness to: A) motivate the customer to buy even if the customer does not really need the product. B) continually monitor the competition. C) plan and rehearse the sales call. D) ignore customer objections. E) schedule the length of each sales call to be no more than 30 minutes.

C) plan and rehearse the sales call

All of the following should be included in a proposal document EXCEPT: A) testimonials. B) data and statistics. C) product prices. D) criteria for success. E) solutions to specific problems.

C) product prices

All of the following hold true of the customer relationship model EXCEPT: A) it requires consultative selling. B) the sales process unites the buyer's strategic needs with the salesperson's creative solutions. C) the relationship is expected to be short-term. D) the relationship must be mutually beneficial for the buyer and the seller. E) the customer reaches his/her goal along with the seller.

C) the relationship is expected to be short-term

Maria, an office supply sales representative, is in the process of giving a sales presentation to the manager of a large accounting firm. Maria asks the manager, "How many desks do you think that you require?" The manager responds, "Three dozen. How soon can you deliver?" Which mental step has the manager reached? A) Attention B) Desire C) Interest D) Action E) Conviction

D) Action

Which of the following should be addressed in the closing phase of a sales presentation? A) Explaining usage B) Outlining features C) Building rapport D) Asking for business E) Explaining how to resell

D) Asking for business

Which of the following is LEAST likely to be a performance goal of consultative selling in the customer relationship model? A) Costs B) Sales C) Profits D) Experience E) Productivity

D) Experience

Robert, a sales representative for JBR International, is giving a group sales presentation. Robert has gone through the opening steps of establishing the credibility of JBR. What should Robert most likely do next? A) Provide an overview of the firm's growth B) Use visual aids to discuss proposal specifics C) Discuss the price for implementing the proposal D) Gather input about the criteria for making a purchase E) Summarize the short-term and long-term benefits of the product

D) Gather input about the criteria for making a purchase

Which of the following statements describes an advantage associated with the formula sales presentation? A) It reduces anxiety and nervousness for new salespeople. B) It requires little prospect participation or interaction. C) It is best for selling technical products that require prospect input. D) It ensures that all sales information is presented logically. E) It is effective when the selling time is very brief.

D) It ensures that all sales information is presented logically

Setting a goal and accomplishing it is called: A) plan. B) goal. C) target. D) success. E) quota.

D) success

When using the telephone to arrange an appointment for a face-to-face meeting, which of the following is usually the best way to ask? A) "Could I see you this afternoon?" B) "Could I bring you a lunch bag tomorrow?" C) "When would it be best to see you?" D) "Would you be interested in meeting me?" E) "Would nine or one o'clock be better for you?"

E) "Would nine or one o'clock be better for you?"

Annette sells store fixtures such as clothing racks, wall shelving, and storage units. In developing her ________ for a prospect, Annette uses the square footage of the prospect's retail store to predict profit as well as return on investment if her fixtures are purchased. A) sales call objective B) marketing call C) customer profile D) FAB E) business proposition

E) Business proposition

Which of the following is the problem associated with using the formula sales approach without knowing customers' needs? A) It will reduce the buyer-seller interaction and make the job difficult for the salesperson. B) The customer will raise objections only at the closing stage and complicate the sale. C) The salesperson cannot implement any trial closes with confidence. D) The customer may not respond to the salesperson's questions. E) Customer objections may arise early in the presentation.

E) Customer objections may arise early in the presentation

What is a simple way to build a network? A) Create a detailed prospect list B) Re-assign orphaned clients C) Exchange business cards D) Form a sales lead club E) Develop a referral

E) Develop a referral

Which of these statements about formula presentations is true? A) The formula presentation is based on the SPIN procedure of developing and giving the sales presentation. B) New-task buying situations are a good time to use the formula presentation method. C) An advantage of the formula presentation is that it is most adaptable to complex selling situations. D) Customers get the greatest amount of talking time at the beginning of the formula sales presentation. E) To successfully use the formula sales presentation method, the salesperson must have previously identified the prospect's needs and wants.

E) To successfully use the formula sales presentation method, the salesperson must have perviously identified the prospect's needs and wants

Which of the following is NOT an appropriate time to request a referral? A) Preapproach B) Sales presentation C) Product delivery stage D) Service and follow-up E) Trial close stage

E) Trial close stage

One of the disadvantages of the memorized sales presentation is the fact it: A) does not allow the seller to control the conversation. B) requires the seller's presentation to follow the AIDA approach. C) requires even inexperienced sellers to adapt to the buyer's personality. D) is inappropriate for transactional selling. E) allows for limited prospect participation.

E) allows for limited prospect participation

When compared to other types of sales presentations, memorized selling is the: A) least communicated. B) most interactive. C) least used in telemarketing. D) most used in technical sales. E) most structured.

E) most structured

The parallel dimensions of selling enable salespeople to: A) negotiate with new customers. B) compare sales presentation methods. C) adhere to the Core Principles of Professional Selling. D) create sales where there is no customer need. E) understand the interactions between each component.

E) understand with interactions between each component

'Preapproach' is the first stage in the selling process.

False

A SMART sales call objective is specific, measurable, actionable, reliable, and timely.

False

A disadvantage of the formula sales presentation is that its format often prevents information from being logically presented.

False

A guideline provided in the text states that good selling involves 40 percent presentation, 20 percent preparation, and 40 percent follow-up.

False

A plan is defined as the act of setting a goal and accomplishing it.

False

A prospect can also be referred to as a lead.

False

A salesperson cannot make a sales call without a sales call objective.

False

A salesperson knows that a prospect's desire for a product is solidified when the potential buyer asks a question about price.

False

A simple way to remember the steps of the sales process is to use the acronym MAD.

False

According to surveys, there has been a shift in recent years from collaborative relationships between sellers and buyers to more adversarial arranagements.

False

Closing the sale is always the most difficult part of the sales presentation.

False

Developing a proposal document that can serve as a script during the presentation is a part of the group presentation preparation.

False

During the sales presentation, the salesperson should not mention the company's relative position in terms of competition as it may sound too aggressive.

False

Empathy and kindness are the primary bridges between buyer and seller

False

Every purchase is made with decision-making criteria in mind. There are usually four levels of desire within the decision-making criteria.

False

For a group sales presentation, prices should be included in an appendix of the proposal document.

False

In order to become a creative problem solver, the salesperson may NOT have to invest a significant amount of effort into delving into the buyer's needs.

False

In the need-satisfaction presentation method, salespeople enjoy good control over the selling situation.

False

In the need-satisfaction presentation, the need-awareness phase occurs in the first stage of the presentation.

False

The problem-solution approach is better than the memorized approach when time is limited.

False

The problem-solution sales presentation consists of six steps. It begins when the salesperson and the prospect agreeing on the problems that the buyer wants solved.

False

To use the formula sales presentation, the salesperson need not know anything about the prospect.

False

When Mack Latham selects and then suggests the type of networking software his prospect should buy, he is working on step three of his customer benefit plan.

False

When delivering a group presentation, the salesperson will find it necessary to be less structured when dealing with larger groups than when dealing with smaller groups.

False

According to the Core Principles of Professional Selling, the honesty of your sales presentation will convince people that you can be trusted.

True

Before developing your presentation, you need to determine the prospect to call on and make an appointment.

True

By carefully planning and practicing your sales presentation, you increase confidence in yourself and your ability as a salesperson.

True

CRM technology can assist the firm and its salesforce in the prospecting process.

True

Careful planning of every aspect of the sales call helps the salesperson be organized and prepared to interact with the customer.

True

Good business relationships are built on your knowledge of your company, industry, and customers' needs.

True

High-preforming salespeople tend to be strategic problem solvers for their customers.

True

Mutual goals of customers and sales organizations include increasing sales and profits.

True

Planning is most effective and efficient when done logically and methodically.

True

Planning the sales call is the key to success.

True

The problem-solution method is best suited for selling insurance and similar financial products.

True

The problem-solution presentation is a flexible method that requires a detailed analysis of the prospect's needs.

True

The product delivery phase most likely represents the end of a relationship with a client if continued service is unnecessary.

True

The purpose of the strategic customer relationship between a salesperson and a customer is the joint pursuit of mutual goals.

True

The sales process is a sequential series of actions by the salesperson that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction.

True

The most successful salespeople never experience call reluctance.

False

Arminda sells wicker furniture. She invites the owner of Stanley Furniture to come outside with her to watch a demonstration. She pours a five-gallon bucket of water on a chair, chats with the storeowner for about 10 minutes, and then sits in the chair to show how water-resistant it is. When the customer tells her, "I've got to carry those chairs in my store. My customers will love them," he is in which stage of the purchasing decision? A) Awareness B) Conviction C) Incubation D) Demand E) Interest

A) Awareness

________ selling makes the customer-relationship model viable. A) Consultative B) Memorized C) Feature D) Direct E) Close-ended

A) Consultative

Which of the following is an implied comparison that uses a contrasting word or phrase to evoke a vivid image? A) Metaphor B) Simile C) Analogy D) Parable E) Imagery

A) Metaphor

When attempting to close a sale, a salesperson most likely believes that a prospect is in the ________ phase of the purchasing decision. A) conviction B) action C) desire D) attention E) interest

A) conviction

The salesperson's ________ contains the central information provided in the sales presentation. A) customer benefit plan B) sales call objective C) customer profile D) marketing plan E) business proposition

A) customer benefit plan

According to the text, the ________ method of sales presentation is semi-structured. A) formula B) memorized C) stimulus response D) need-satisfaction E) problem-solution

A) formula

Which of the following is the first step in AIDA procedure? A) Approach B) Attention C) Attraction D) Action E) Attire

B) Attention

What is the second step in developing a customer benefit plan? A) Identifying benefits. B) Creating a marketing plan. C) Establishing a sales call objective. D) Developing a business proposition. E) Customizing a purchase order plan.

B) Creating a marketing plan

Arminda, who sells wicker furniture, invites the owner of Stanley Furniture to watch a demonstration outside. Arminda pours a five-gallon bucket of water on a wicker chair, talks to the storeowner for about 10 minutes, and then sits in the chair to show its water-resistance. Assuming she had the customer's attention and interest as soon as she poured the water on the chair, Arminda was trying to move the prospect into which stage next? A) Plan B) Desire C) Purchase D) Conviction E) Development

B) Desire

Most inexperienced salespeople generally operate in a ________ mode during negotiation. A) cooperative B) competitive C) attitudinal D) organizational E) personal

B) competitive

According to the text, ________ is the most customized sales presentation method. A) formula B) problem-solution C) memorized D) stimulus response E) need-satisfaction

B) problem-solution

Sharon Trevor has a collection of hand-tied fishing flies left to her by her great-grandfather. She has been told they are valuable and would like to sell them. She has used LinkedIn and Facebook to locate dealers of antique fishing gear who might be interested in purchasing the fishing flies. In other words, Trevor has engaged in: A) teleprospecting. B) prospecting on the web. C) direct marketing. D) direct selling. E) data mining.

B) prospecting on the web

Which of the following is an example of a topic often discussed in the marketing plan segment of a sales presentation for an end-user? A) Geographic advertising B) Samples C) Availability D) Trade shows E) List price

C) Availability

In all four sales presentation methods, the salesperson is most likely to dominate the conversation during the ________ stage. A) approach B) presentation C) close D) preapproach E) prospecting

C) close

A salesperson using the problem-solution sales presentation method is most likely selling a(n) ________ product or service. A) trivial B) simple C) complex D) mechanical E) technical

C) complex

Kylie Lumberton was hired by a cosmetics company to replace a former employee. She did not know where to start looking for customers to start her sales. The ideal place for her to start would be: A) sales lead clubs. B) cold canvassing. C) orphaned customers. D) customer referrals. E) prospecting on the web.

C) orphaned customers

Salespeople must sell the product, plus sell the prospect on providing referrals. This activity is referred to as the: A) endless chain method. B) canvassing method. C) parallel referral sale. D) cyclical method of referral. E) referral qualification.

C) parallel referral sale

The ________ presentation method is based on the assumption that similar prospects in similar situations can be approached with similar presentations. A) need-satisfaction B) barrier C) persuasive selling D) relationship E) problem-solution

C) persuasive selling

Elisha Levi believes that a flexible, customized approach to selling is best when dealing with highly complex products or services. She typically performs an in-depth study of a prospect's needs before developing a well-planned presentation. Levi obviously favors the ________ presentation method. A) memorized B) stimulus response C) problem-solution D) need-satisfaction E) formula

C) problem-solution

The ________ involves a persuasive vocal and visual explanation of a business proposition. A) preapproach B) display premise C) sales presentation D) trial close E) service follow-up

C) sales presentation

In which of the prospect's mental steps would interruptions be most difficult for a salesperson to overcome? A) Interest B) Action C) Conviction D) Attention E) Desire

D) Attention

Which of the following would most likely occur in the approach phase of a sales presentation? A) Describing features, advantages, and benefits B) Asking for the prospect's business C) Explaining product usage D) Building rapport E) Reselling

D) Building rapport

________ occurs when a salesperson does not want to contact a prospect or customer. A) Referral breakdown B) Sales hesitation C) Prospect aversion D) Call reluctance E) Lead negation

D) Call reluctance

________ presentation method is best suited for selling trivial products. A) Problem-solution B) Transactional selling C) Formula sales approach D) Canned sales approach E) Need satisfaction

D) Canned sales approach

Carlos sells mailing lists for a direct marketing company. He is interested in selling a mailing list to the publisher of a magazine devoted to new electronic products. Carlos learns that he cannot close the sale until meeting the publisher's circulation vice president. This sort of information would be found in the ________ that Carlos created. A) sales call objective B) company's marketing plan C) competitive portfolio D) customer profile sheet E) business proposition

D) customer profile sheet

When Janice Garcia left her pharmaceutical sales job to take a management position, her customers became: A) suspects. B) repositioned. C) new segments. D) orphaned. E) quarantined.

D) orphaned

According to a study by Behavioral Sciences Research Press, the problem of call reluctance in sales is widespread and costly. Which of the following findings is true? A) Some 96 percent of all new salespeople who fail within their first year do so because of insufficient prospecting activity. B) Eighty percent of all sales veterans experience one or more episodes of call reluctance severe enough to threaten their continuation in sales. C) The call-reluctant salesperson loses more than 50 new accounts per month to competitors. D) In some cases, the call-reluctant salesperson loses $50,800 per month in gross sales. E) Call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have learned to manage their fear.

E) Call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have learned to manage their fear.

What is the first step in developing a customer benefit plan? A) Establish a marketing plan. B) Creating a detailed customer profile. C) Selecting a suggested purchase order for a prospect. D) Developing a business proposition that includes a value analysis. E) Choosing the features, advantages, and benefits to present to a prospect.

E) Choosing the features, advantages, and benefits to present to a prospect

Which of the following is an example of a topic discussed in the business proposition segment of a sales presentation for a reseller? A) Demonstrations B) Guarantees C) Maintenance/service D) Value analysis E) Discounts

E) Discounts

Which of the following is the LEAST likely reason for a sales call to be planned? A) Building confidence B) Developing goodwill C) Exhibiting professionalism D) Increasing the potential of a sale E) Eliminating customer objections

E) Eliminating customer objections

________ is effective for consumer goods salespeople in straight rebuy situations. A) Need-satisfaction B) Memorized C) Barrier D) Problem-solution E) Formula

E) Formula

Which sales presentation method is best for selling group insurance policies to organizations? A) Need-satisfaction B) Transactional selling C) Formula sales approach D) Canned sales approach E) Problem-solution

E) Problem-solution

A qualified person or organization that has the potential to buy your goods or services is a: A) suspect. B) volunteer. C) lead. D) partner. E) prospect.

E) prospect

The last step in planning your sales call is to develop a marketing plan for the prospect.

False

The memorized sales presentation cannot be used in telephone selling.

False

The memorized sales presentation is referred to as persuasive selling presentation.

False

The need-satisfaction sales presentation is highly structured.

False

The sales presentation provides salespeople with very little opportunity to influence a prospect.

False

The salesperson who uses the cold canvass prospecting method usually knows something about the prospect.

False

Salespeople and customers need to work together to achieve a mutually beneficial agreement.

True

Salespeople can focus their activities by writing down predetermined goals prior to sales calls.

True

Successful people have a tendency to make, implement, and evaluate plans.

True

The customer benefit plan contains the nucleus of the information used in the salesperson's sales presentation.

True

The customer does most of the talking in the approach and presentation stages of the need-satisfaction method.

True

The first discussion point in a sales presentation should address the features, advantages, and benefits that the prospect desires.

True

The formula presentation is appropriate for repeat purchases.

True

The key to selling and negotiating is to always seek a win-win situation in which both the buyer and seller are happy.

True

The lack of trust towards salespeople is caused by the self-centered nature of some salespeople.

True

The main reason the prospect should purchase your product is that its benefits fulfill certain needs.

True

The memorized sales presentation is impractical to use when selling technical products.

True

A simple way to remember the qualifying process is to think of the word "MAD." The letter "M" reminds the salesperson to ask themselves if the prospect has the ________ to buy. A) money B) motivation C) mission D) mentality E) mindset

A) money

In which step of the prospecting process, leads and prospects are evaluated based on the "MAD" questions? A) Lead generation B) Qualifying a lead C) Lead development D) Preapproach E) Approach

B) Qualifying a lead

If you learn about the sales process in the same order that a salesperson goes through the process, the first thing you will study is: A) the approach. B) prospecting. C) the close. D) the pre-approach. E) the trial close.

B) prospecting

A salesperson must always search for new prospects to increase sales and replace previous customers.

True

If past experience reveals that 1 person out of 10 will buy a product, then 50 sales calls could result in five sales. This is an example of: A) cold canvassing. B) endless chain referral method. C) center of influence. D) networking. E) one-to-one referral method.

A) cold canvassing

In situations when there are a large number of prospects for a product, a salesperson should most likely use: A) direct-mail prospecting. B) center of influence prospecting. C) his/her membership in sales lead club. D) endless chain prospecting. E) cold canvas prospecting.

A) direct-mail prospecting

Which of the following occurs before the sales presentation? A) Trial close B) Determining objections C) Preapproach D) Follow-up E) Meeting objections

C) Preapproach

What is often referred to as the glue that enables relationships? A) Trust B) Empathy C) Kindness D) Caring E) Love

A) Trust

In a SMART sales call objective, the "S" refers to the fact that the objective should: A) be specific. B) be sales-oriented. C) balance supply with demand. D) support organizational objectives. E) put customer service before self-gratification.

A) be specific

Randal Lamson sells carpet and rugs. He approaches a retail chain of home renovation stores with a plan to sell five rugs. In terms of "SMART", his goal meets the requirement to: A) be specific. B) identify the ROI. C) put customer service first. D) maximize the customer's order. E) relate to the present and future needs of the customer.

A) be specific

In a SMART sales call objective, the "T" refers to the fact that the objective should: A) be timed. B) have a technical-orientation. C) be tested. D) have a targeted rate of return. E) describe trade areas.

A) be timed

The salesperson is using a needs-satisfaction sales presentation. In the ________ phase, the salesperson will show how the product being sold will satisfy mutual needs. A) need-fulfillment B) need-awareness C) need-utilization D) need-development E) need-perception

A) need-fulfillment

A salesperson using the formula sales presentation method would most likely open with a: A) reminder of past purchases. B) canned introduction. C) open-ended question. D) request for analysis. E) brief story.

A) reminder of past purchases

All of the following are individuals who may function as a center of influence EXCEPT: A) salespeople who are selling competing products. B) officers of community organizations like the chamber of commerce. C) members of organizations such as the Lions Club. D) country club members. E) clergy.

A) salespeople who are selling competing products

The formula sales presentation is most closely associated with: A) the AIDA procedure. B) the SELL sequence. C) need-development. D) problem-solution. E) the CCC GOMES steps.

A) the AIDA procedure

According to The Core Principles of Professional Selling, a plan should primarily be based upon: A) truth. B) action. C) benefits. D) sales goals. E) personal success.

A) truth

According to the text, all of the following are potential reasons why asking for an appointment by email is a good idea, EXCEPT: A) Emails offer flexibility to both the salesperson and a prospect. B) Emails require immediate responses C) Through emails you show respect to your prospects' time D) A professionally written email message that clearly and succinctly outlines the background and presents the reasons for the meeting surely captures a prospect's attention E) Emails are suitable for a prospect who does not like to take decisions in haste.

B) Emails require immediate responses

What is the primary purpose of developing a customer profile sheet? A) Understanding the structure of the company's buying center. B) Identifying the best strategy to use in a sales call. C) Narrowing the objective of the sales call. D) Using visual aids in a sales presentation. E) Developing rapport with the prospect.

B) Identifying the best strategy to use in a sales call.

Ashley Trist has selected a selling technique in which she has more control over the conversation between buyer and seller than with any other sales presentation method. What technique is Ashley most likely using? A) Professional B) Memorized C) Need-satisfaction D) Barrier E) Problem-solution

B) Memorized

Donna is planning her first Pampered Chef party during which she will try to sell the company's cooking utensils and gadgets. Donna is new to sales and feels nervous about the sales presentation. Which of the following methods would be best for Donna? A) Formula B) Memorized C) Customized D) Problem-solution E) Need-satisfaction

B) Memorized

Gulf Technology manufactures platforms for deep sea oil rigs. Costs for the platforms can exceed $1 million. Which sales approach would a Gulf Technology salesperson most likely use? A) Persuasive selling B) Need-satisfaction C) Response-stimulus D) AIDA selling E) Participative

B) Need-satisfaction

Fred Muller runs a garden maintenance business. Over the weekends he drives around town looking for unkempt gardens. He notes the addresses and later calls the homeowners offering his services. Fred is engaging in which type of prospecting? A) Center of influence B) Observation C) Networking D) Preapproach E) Endless chain

B) Observation

Which of the following is characteristic of the memorized sales presentation? A) Requires prior contact with buyer B) Perceived as high pressure selling C) Used for multi-day presentations D) Lacks structure and organization E) Opens with questions to prospect

B) Perceived as high pressure selling

What is the key to being a strong negotiator? A) Service B) Preparation C) Extroversion D) Good product features E) Oral communication skills

B) Preparation

According to the text, all of the following are key elements to developing close contacts in the prospect's firm EXCEPT: A) trust. B) pride. C) timing. D) respect. E) friendship.

B) Pride

A salesperson's chosen presentation method and approach technique should be based on which of the following? A) Delivery schedule B) Product and prospect C) Customer preference D) Interest and demand E) Group behavior

B) Product and prospect

A salesperson says, "Castrol GTX protects your car engine. It's like having a dust cover for your engine." The salesperson is using a(n): A) simile. B) analogy. C) metaphor. D) parable. E) image.

B) analogy

If a prospect chooses not to purchase a salesperson's product, the salesperson should: A) leave quickly. B) ask the reasons why. C) attempt to negotiate. D) revise the marketing plan. E) send a follow-up questionnaire.

B) ask the reasons why

A prospect goes through five mental steps, which all lead to the purchase decision. The approach stage of the selling process should: A) move the prospect to the conviction stage. B) attract customer attention and interest. C) make the customer desire the product. D) get the customer to take some action. E) handle initial objections.

B) attract customer attention and interest

In a SMART sales call objective, the "A" refers to the fact that the objective should: A) authorize immediate response. B) be achievable. C) create product awareness. D) augment the sales potential. E) be analytical.

B) be achievable

Robert Hayden sells metal gazebos. He approaches a large retail chain of home improvement stores. He decides beforehand to sell 10 pieces to their regional procurement manager. In terms of the acronym "SMART", his primary objective is to: A) have a targeted rate of return. B) be specific. C) put customer service first. D) maximize the customer's order. E) relate to the present and future needs of the customer.

B) be specific

Typically the first step of the problem-solution sales presentation is to: A) prepare the presentation based on previously gathered customer knowledge. B) convince the prospect to allow the salesperson to analyze the problem. C) have the prospect and the salesperson agree on the nature of the problem. D) prepare a written problem-solution proposal for the prospect. E) analyze the prospect's problem in order to find possible solution.

B) convince the prospect to allow the salesperson to analyze the problem

For you as a salesperson to find an optimal prospecting method, the text suggests you do all the following EXCEPT: A) always call back on prospects who did not buy. B) copy the prospecting methods of successful salespeople. C) concentrate on high-potential customers before low-potential customers. D) contact all prospects and current customers when you have a new product. E) customize a prospecting method that suits the needs of your individual firm.

B) copy the prospecting methods of successful salespeople

The key to selling and negotiating is seeking to: A) identify gatekeepers. B) create a win-win situation. C) provide all product information. D) generate profitable, one-time sales. E) understand significant group behaviors.

B) create a win-win situation

A(n) ________ has the ability to develop and combine nontraditional alternatives to meet the specific needs of the customer. A) tactical partner B) creative problem solver C) low-involvement decision maker D) transactional partner E) exchange creator

B) creative problem solver

CRM technology can assist the firm and its salesforce in the prospecting process through all of the following ways, EXCEPT: A) Serving as a repository for varying information about potential leads B) Providing tools to segment the pool of potential customers C) Eliminating any central storage area for each prospect's information D) Enabling scoring of prospects to help the salesperson prioritize her efforts E) Generating reports to better understand the movement of prospects through the sales process

C) Eliminating any central storage area for each prospect's information

Assuming that you are a salesperson making a group sales presentation, which of these statements is true? A) The larger the group, the less structured your presentation must be. B) Avoid talking to any members of the group prior to the presentation. C) Establish your credibility in the early stage of the presentation. D) Prepare a written proposal document that includes prices. E) Omit trial closes from your presentation.

C) Establish your credibility in the early stage of the presentation

Which of the following is the last step in the selling process? A) Trial close B) Determining objections C) Follow-up D) Preapproach E) Close

C) Follow-up

Which of the following may not be categorized as one of the personal needs of a business-to-business buyer? A) Help me generate influence within my organization B) Help me become more insightful about my industry C) Help increase the satisfaction of my business unit's customers D) Help me reduce my workload E) Help me advance professionally within my firm

C) Help increase the satisfaction of my business unit's customers

A marketing plan created for an end-user most likely addresses: A) the business proposition. B) forecasted profit and ROI. C) how the product can be used. D) how a reseller will sell the product once purchased. E) the features, advantages, and benefits of the product.

C) How the product can be used

Tatum is a sales representative for a gourmet cookware manufacturer. Tatum's marketing plan for a store that would be a logical retail outlet for her products should include: A) how ultimate consumers should correctly dispose of old kitchen tools. B) how the retailer can adopt the role of end-user. C) how the reseller will promote the cookware once purchased. D) the business proposition which the retailer will adhere to. E) a purchase order based on a seller benefit plan.

C) How the reseller will promote the cookware once purchased

Which of the following is a major advantage of using the memorized sales presentation method? A) It allows moderate participation from the prospect. B) It allows the salespeople to highlight different benefits for different customers. C) It lends confidence to inexperienced salespeople. D) It allows salespeople to proceed quickly and answer more customer questions. E) It can be used well for selling technical products.

C) It lends confidence to inexperienced salespeople.

Which of the following is an unstructured sales presentation method that typically requires significant creativity? A) Memorized presentation B) Stimulus response presentation C) Need-satisfaction presentation D) Canned sales presentation method E) Problem-solution presentation

C) Need-satisfaction presentation

Company records provide your only information about these past customers in a prospect pool. A) Suspects B) Referrals C) Orphans D) Leads E) Your customers

C) Orphans

Which of the following would be best when making an appointment with a prospect over the telephone? A) Be creative and avoid planning what to say. B) Begin the call by describing your experience. C) Present only enough information to create interest. D) Emphasize the product's features and characteristics. E) Avoid being persistent when the prospect reacts negatively.

C) Present only enough information to create interest

Which of the following is the fourth step in the sales process? A) Prospecting B) Preapproach C) Presentation D) Approach E) Handling objections

C) Presentation

As per the text, all of the following can be categorized as key features of CRM technology when applied to the prospecting, EXCEPT: A) Lead Generation and Tracking via Marketing Automation B) Contact Management C) Product training and testing D) Data Integration and Learning E) Pipeline Management

C) Product training and testing

Which of the following statements about referrals is true? A) Salespeople should work on obtaining referrals when they are not engaged in selling activities. B) It would be inappropriate to try to enact the referral cycle during the sales presentation. C) Salespeople must sell the product, plus sell the prospect on providing referrals. D) All salespeople ask for customer referrals. E) The referral cycle consists of three steps.

C) Salespeople must sell the product, plus sell the prospect on providing referrals.

________ selling occurs when a company's sales team provides an education-oriented presentation for the customer. A) Problem-solution B) Need-satisfaction C) Seminar D) Direct E) Conference

C) Seminar

Which term refers to programs, goals, and problems of great importance to customers? A) Creative B) Analytical C) Strategic D) Evaluative E) Marginal

C) Strategic

Which statement about the formula sales presentation is INCORRECT? A) The formula sales presentation is based on the AIDA procedure of developing and giving the sales presentation. B) Modified rebuy situations are a good time to use the formula sales presentation method. C) The formula sales presentation is the best method to use when the prospect allows a few minutes for the presentation. D) The customer has the largest amount of talking time during the latter half of the presentation phase of the formula sales presentation. E) To successfully use the formula sales presentation method, the salesperson must have previously identified the prospect's needs and wants.

C) The formula sales presentation is the best method to use when the prospect allows for a few minutes for the presentation

Which of the following is a major difference between the need-satisfaction method and the formula sales method? A) The formula sales method opens with questions to the prospect unlike the need-satisfaction method. B) The need-satisfaction method is better for repeat buyers than the formula approach. C) The need-satisfaction method is more flexible than the formula selling technique. D) The formula sales approach is less structured than the need-satisfaction approach. E) The formula method is more interactive than the need-satisfaction method.

C) The need-satisfaction method is more flexible than the formula selling technique

Jimmy Gonzalez sells medical supplies. He has just been told by the purchasing agent's secretary that he cannot see the prospect immediately but that he will have to wait. What should Gonzalez do? A) Get angry and leave B) Experience call reluctance C) Wait for a short time and then ask to reschedule D) Use the waiting to unwind E) Engage the secretary in conversation

C) Wait for a short time and then ask to reschedule

"Mrs. Baird's Bread is made with love. It is like my grandmother is making it in her kitchen." This statement is an example of a(n): A) imagery. B) metaphor. C) analogy. D) dramatization. E) demonstration.

C) analogy

When two situations have something in common, they can be effectively compared by using a(n): A) metaphor. B) simile. C) analogy. D) parable. E) imagery.

C) analogy

Eugene sells clothing designed for skiing to the retail buyer for a large ski resort. When the prospect says, "I've seen enough, Eugene. There is no doubt in my mind that your company will provide our resort with the best quality ski clothes for the money," he has reached the mental step called: A) action. B) interest. C) conviction. D) desire. E) purchase.

C) conviction

In order to become a creative problem solver, the salesperson must invest a significant amount of effort into delving into the buyer's true needs, interpreting the needs and _______? A) documenting the needs B) finding ways to refute the needs C) creating a meaningful solution D) evaluating the needs E) planning a drastic solution

C) creating a meaningful solution

Norman, the owner of CompuTex, recently installed computers at Harding Industries. Norman recommended that the Harding Industries office manager contact Computer Services, Inc. to schedule a computer training class for Harding's employees. This is an example of the ________ method of prospecting. A) observation B) preapproach C) endless chain D) center of influence E) networking

C) endless chain

According to The Core Principles of Professional Selling, your primary purpose for any sales call should be to: A) determine who has the authority and the ability to be a buyer. B) create a long-term relationship with all prospects. C) meet and provide help to a prospect. D) sell a product to every prospect. E) qualify leads efficiently.

C) meet and provide help to a prospect

The formula presentation is often referred to as the ________ presentation. A) modified rebuy B) AIDA C) persuasive selling D) transactional E) need-development

C) persuasive selling

A marketing plan for a retailer should most likely include how to: A) identify benefits. B) utilize the SELL sequence. C) promote a specific product. D) evaluate return on investment. E) present a customer needs analysis.

C) promote a specific product

The ________ is a group of names of potential customers gathered from a variety of sources. A) database B) MAD file C) prospect pool D) buying center E) contact management file

C) prospect pool

Garth sells spray booths for repainting vehicles to shops that repair wrecked vehicles. The spray booths are used for painting cars and trucks and come in a variety of sizes. The spray booths are used to contain the paint and to protect the car surface while the paint is drying. When he called on Elwood Body Shop, his ________ was to sell the body shop owner one of his company's taller spray booths designed for trucks. A) selling proposition B) marketing plan C) sales call objective D) FAB plan E) customer profile goal

C) sales call objective

During the approach, it is best if a salesperson does all of the following EXCEPT: A) takes notes. B) makes eye contact. C) sits in the public space. D) provides a business card. E) uses the prospect's name.

C) sits in the public space

Last night while he was eating dinner, Tom got a phone call from a salesperson who wanted to know if he would be interested in subscribing to the local newspaper. The salesperson would best be described as a: A) endless chain prospect. B) center of influence. C) telemarketer. D) prospect. E) referral.

C) telemarketer

In the formula selling method, customer talking time peaks during: A) the approach stage. B) prospecting. C) the presentation stage. D) negotiation and close. E) preapproach.

C) the presentation stage

Mervin Jacob sells professional barbeque grill equipment to high-end restaurants. His products come in different sizes and specifications. When he called on Grill Kingdom, a popular barbeque restaurant, he was determined to sell at least one of his top-end grill pro machines. Jacob decided his ________ even before his sales call. A) selling proposition B) marketing plan C) FAB plan D) objective E) prospect

D) objective

A suggested purchase order would most likely include all of the following information about a product EXCEPT: A) type. B) quantity. C) assortment. D) promotion ideas. E) shipment details.

D) promotion ideas

According to The Core Principles of Professional Selling, a salesperson should have a ________ that focuses all sales efforts on serving others. A) goal B) quota C) target D) purpose E) plan

D) purpose

A(n) ________ is a formal relationship between a salesperson and a customer for the purpose of pursuing mutual goals. A) transactional relationship B) exchange-oriented dependency C) symbiotic relationship D) strategic customer relationship E) joint decision-making alliance

D) strategic customer relationship

Nordstrom, the fashion retailer, is installing software in its 137 stores that will help the company gather customer preferences and product information. The software will assist the store's salespeople to understand each customer as a person with unique wants and needs. Nordstrom is helping its salespeople create ------- with the store's customers. A) transactional relationships B) exchange-oriented dependencies C) symbiotic relationships D) strategic customer relationships E) joint decision-making alliances

D) strategic customer relationships

Only through ________ can trust be supported to bridge the gap between sellers and buyers. A) purpose B) faith C) planning D) truth E) success

D) truth

You would most likely find canned sales presentations being used to sell: A) office equipment and cash registers. B) home entertainment centers. C) perishable products. D) vacuum cleaners. E) legal services.

D) vacuum cleaners

The business proposal document prepared by the salesperson after a group sales presentation should be: A) less than ten pages. B) written on company stationery. C) used as a substitute for a presentation. D) viewed as a customer reference source. E) an identical script of the sales presentation.

D) viewed as a customer reference source

Steve sells paint to shops that repair wrecked vehicles. When Steve called on Elwood Body Shop, he wanted to sell the body shop owner six cases of his company's base coating paint. In terms of the acronym SMART, Steve's objective: A) could not be measured. B) was not readily achievable. C) did not have a valid order size. D) was missing the time component. E) met all call objective requirements.

D) was missing the time component

Which type of sales presentation method is best when a salesperson has sold products to a prospect in the past? A) Stimulus response B) Memorized C) Barrier D) Problem-solution E) Formula selling

E) Formula selling

Robert, a sales representative for JBR International, is giving a group sales presentation. Which of the following would be LEAST effective for Robert to do at the beginning of the presentation? A) Briefly explain the premise of the proposal B) Distribute account lists to group members C) Summarize the warranty policies of JBR D) State the competitive advantages of JBR E) Give a lengthy history of JBR and its mission

E) Give a lengthy history of JBR and its mission

Which of the following may not be categorized as one of the personal needs of a business-to-business buyer? A) Help me generate influence within my organization B) Help me become more insightful about my industry C) Help me take care of those I love D) Help me reduce my workload E) Help me advance professionally within my firm

E) Help me advance professionally within my firm

All of the following are the advantages of a formula sales presentation EXCEPT: A) It ensures that all information is presented logically. B) It allows reasonable amount of buyer-seller interaction. C) It allows for smooth handling of anticipated questions. D) It is effective when the product is non-technical. E) It is a fully structured sales presentation method.

E) It is a fully structured sales presentation method

According to the text, what are the first three steps to take when using the telephone to arrange an appointment for a face-to-face meeting? A) Plan your call, state your purpose, and present a brief sales message. B) State your call purpose, present a brief sales message, and ask for the interview. C) State your call purpose, ask for the interview, and do not take the first "no." D) State your call purpose, present a brief sales message, and do not take the first "no." E) Plan your call, identify yourself and your company, and state the purpose of your call.

E) Plan your call, identify yourself and your company, and state the purpose of your call

Why is it best to exclude price from a proposal document created for a group presentation? A) Fees and charges will create group confusion. B) Prices charged by competitors are hard to obtain. C) Fluctuations in the economy prevent pricing accuracy. D) Shipping and handling fees are difficult to estimate. E) Price rather than the document will become the focus.

E) Price rather than the document will become the focus

In selling highly complex products, such as industrial equipment and accounting systems, salespeople make several sales calls to develop a detailed analysis of a prospect's needs. What kind of sales presentation method is most likely required? A) Formula B) Memorized C) Stimulus response D) Need-satisfaction E) Problem-solution

E) Problem-solution

In the need-satisfaction sales presentation, the first 50 to 60 percent of the conversation time is referred to as the need awareness phase.

False

It is important for the salesperson using familiar terminology and buzzwords to speak in a formal tone to convey its importance.

False

Nervousness is a normal component of giving sales presentations, and there is nothing that can be done to reduce it.

False

Networking is the second step in the selling process after preapproach planning.

False

Not all styles of sales presentation require that the salesperson be prepared to negotiate.

False

Planning is only necessary when a salesperson is making a formal presentation.

False

Preapproach is the first step in the selling process.

False

Prior contact with the buyer is essential in the problem-solution method.

False

Prospecting is often referred to as the preapproach.

False

Purpose is a list of plans, goals, or objectives that differ from one sales call to another

False

Salespeople should not question the listening skills of the group members by giving a benefit summary at the conclusion of a group sales presentation.

False

Selling a product to a prospect is usually easier than selling to a satisfied customer.

False

Selling is a very complex process, but it is easy to do on a consistent basis.

False

The basic difference in the four sales presentation methods is the type of product being sold.

False

The best possible sales call objective is to get an order because it reflects the salesperson's self-confidence and a specific goal.

False

The canned presentation is ineffective in door-to-door selling.

False

The canned sales presentation is primarily used by experienced salespeople.

False

The first of a prospect's five mental steps in buying is ignorance.

False

The first phase of any sales negotiation is studying the prospect's business.

False

The formula presentation method is more structured compared to the canned sales presentation method.

False

The formula sales presentation can be adapted to a large majority of complex sales situations.

False

The four components of sales call planning are (1) determining the sales call objective; (2) developing or reviewing the customer profile; (3) developing a customer benefit plan: and (4) preparing for closing the deal.

False

The training usage phases progress from natural to awkward to conscious.

False

When selling to a group, it is necessary to modify the ten step selling process by omitting the trial close step.

False

A prospect is a qualified business that has the potential to buy a salesperson's product.

True

A prospect pool generally includes orphaned customers.

True

The memorized sales presentation may focus on benefits unimportant to the prospect.

True

The number one asset of a strong negotiator is her or her preparation.

True

The sales call objective should be directly beneficial to the customer.

True

The salesperson prepares to ask the prospect to make a purchase after conviction has been established.

True

The salesperson that uses the LinkedIn to find prospects is engaged in prospecting on the Web.

True

The selection of the sales presentation method is dependent on the type of audience the salesperson is facing.

True

The successful resolution of a negotiation starts with a commitment to do business together.

True

The third step in the relationship selling process is the first step in sales presentation.

True

The top salespeople who are effective strategic problem solvers have the skills and knowledge to develop mutually beneficial agreements.

True

Today's salespeople need to be creative problem solvers who have the ability to develop and combine nontraditional alternatives to meet the specific needs of the customer.

True

Topics to discuss during the business proposition segment of a sales presentation include list price, shipping costs, and ROI.

True

Value analysis is an example of a business proposition for an industrial product.

True

When the salesperson makes an appointment with a prospect, it is often viewed as a sign of respect toward the prospect.

True

What does the letter "A" represent in the acronym MAD? A) Authority B) Awareness C) Audacity D) Alacrity E) Attitude

A) Authority

A company that manufactures truck bed liners will be sending representatives to a Dallas automotive trade show. What advice should you give them to make sure their trip is a profitable one? A) Be prepared for rejection B) Never be assertive in approaching trade show visitors C) Avoid using lead cards because they are too time-consuming D) Do not distract from your exhibit with attention-getting devices E) Memorize your sales pitch word-for-word

A) Be prepared for rejection

Identify the prospecting method that is based on the law of averages. A) Cold canvassing B) Orphaned customers C) Center of influence D) Networking E) Sales lead clubs

A) Cold canvassing

To enlarge its prospect list, Dunn Portrait Photographers seeks the assistance of area bridal stores to identify engaged couples. This is an example of the ________ method of prospecting. A) center of influence B) cold canvas C) group D) public exhibition E) endless chain

A) center of influence

Corrine is trying to make some extra money for college. She has made several handbags, eyeglass cases, and bookmarks out of duct tape. She sells her crafts by going door-to-door in the apartment complex where she lives. Corrine is using the ________ method of prospecting. A) cold canvass B) center of influence C) concentration D) endless chain E) networking

A) cold canvass

Duncan Stewart was hired to replace Orlando Burton as a sales representative for a local television station. On his first day at work, Stewart was given a list of Burton's previous customers. Because Burton is no longer selling to these customers, they had become: A) cold prospects. B) orphaned. C) uncommitted. D) repositioned. E) referred.

A) cold prospects

The two best sources of future sales are: A) customers and customers' referrals. B) colleagues and centers of influence. C) customers and centers of influence. D) sales lead clubs and referrals. E) orphaned and current customers.

A) customers and customers' referrals

Orphaned customers are best described as the: A) customers of a salesperson who has left the company. B) prospects who have declined to make a purchase. C) leads generated through a direct mail program. D) solid referrals of long-term customers. E) customers that have failed to pay.

A) customers of a salesperson who has left the company

A salesperson would most likely participate in a trade show to: A) generate new leads. B) learn how to accept rejection. C) overcome call reluctance. D) quickly qualify prospects. E) practice giving sales presentations.

A) generate new leads

Harry does home repairs. On Sunday afternoons, he often drives through the community in which he lives looking for homes that need minor repairs. Monday morning he calls those homeowners and offers them his services. Harry is using the ________ method of prospecting. A) observation B) preapproach C) networking D) endless chain E) center of influence

A) observation

Linda's attempt to open a salad bar in a small town failed. Her husband is trying to sell the tables and chairs she purchased. He suspects that Al's Deli may be a potential buyer for the furniture. Linda's husband should now engage in the ________ process to determine if it is worth his time to try to convince Al to buy. A) qualifying B) closing C) database marketing D) bird dogging E) leading

A) qualifying

Which term refers to a person recommended as someone who would benefit from a salesperson's product or service? A) Prequalified customer B) Referral C) Rival customer D) Orphan E) Telemarketing agent

B) Referral

All of the following statements about teleprospecting are true, EXCEPT? A) Teleprospecting often involves a number of calls and discussions with the lead. B) Similar to telemarketing, teleprospecting also requires the use of a script. C) Teleprospecting applies critical sales behaviors, such as listening and attempting to diagnose customer needs. D) Teleprospecting requires more sales training than what is traditionally provided to a telemarketer. E) The assessment of business needs and the communication of potential options is required for success in teleprospecting.

B) Similar to telemarketing, teleprospecting, also requires the use of a script

In Hendersonville, a group of salespeople get together for breakfast on the first and third Tuesday of each month. The purpose of their meeting is to share leads and prospecting tips. The group charges each member dues of $65 per quarter and participants must sell noncompetitive products. This group is an example of a(n): A) business network. B) sales lead club. C) illegal pyramid scheme. D) orphan prospect club. E) list of prospects.

B) sales lead club

Lydia sells an exclusive range of cosmetic products. She makes door-to-door sales calls. At each house after a sale she asks the homeowner if they know anyone who would be interested in her products. What prospecting method does Lydia use? A) Center of influence B) Cold canvas C) Group D) Endless chain E) Observation

D) Endless chain

The members of a sales lead club most likely: A) use the club for socialization. B) sell in the same product categories. C) sell highly competitive products. D) are salespeople in related but noncompetitive fields. E) are salespeople who are employed by the same company.

D) are salespeople in related but noncampetitive fields

Which of the following statements holds true of e-mail marketing? A) In order to generate leads, firms may purchase lists of potential contacts, including their email addresses. B) The firm e-mails opportunities, offers and invitations to potential customers. C) If the e-mail garners interest, the customer may respond to the firm. D) The salesperson contacts the lead, if customer shows interest in firm's offers and invitations. E) The salesperson contacts the prospects irrespective of their interest in offers and invitations.

E) The salesperson contacts the prospects irrespective of their interest in offers and invitations.

The presentation phase of the referral cycle begins when you sit down with your prospects for a sales presentation.

True

Assuming you are a salesperson, in which of the following mental steps does the prospect decide he should buy from you because there are no remaining doubts in his mind? A) Conviction B) Acceptance C) Desire D) Purchase E) Action

A) Conviction

In order to cultivate a network, a salesperson should: A) focus on meeting center-of-influence people. B) use contact management software. C) create a customer MAD file. D) request on-the-job training. E) use the KISS principle.

A) Focus on meeting center-of-influence people

Which of the following is an advantage of using a memorized sales presentation? A) It ensures that the company's salespeople provide the same information to all customers. B) It has a problem solving orientation that ensures customized benefits. C) It is flexible and adapts readily to long or short presentation times. D) It keeps prospect participation at a minimum. E) It can be used for highly technical products.

A) It ensures that the company's salespeople provide the same information to all customers.

Why is it most important for a salesperson to invest time in preparing for a group sales presentation? A) Meet the different needs of each group member B) Prevent any questions from being raised C) Avoid having to reference the proposal D) Encourage more group involvement E) Present the data from memory

A) Meet the different needs of each group member

Which way to find new prospects is considered the most reliable and effective? A) Observation B) Telemarketing C) Endless chain D) Center of influence E) Networking

A) Observation

Identify the correct sequence of steps used in a problem-solution presentation. A) Permission to conduct analysis, analysis, problem identification, proposal, preparation, presentation. B) Permission to conduct analysis, analysis, proposal, negotiation, preparation, presentation. C) Permission to conduct analysis, preparation, analysis, proposal, and presentation. D) Preparation, permission to conduct analysis, analysis, problem identification, proposal, presentation. E) Preparation, permission to conduct analysis, analysis, proposal, presentation.

A) Permission to conduct analysis, analysis, problem identification, proposal, preparation, presentation

What is often referred to as the preapproach? A) Planning B) Targeting C) Evaluation D) Analysis E) Designing

A) Planning

What are the four phases of negotiation? A) Planning, meeting, studying, and proposing B) Attention, interest, desire, and action C) Interest, desire, conviction, and buying D) Planning, proposing, reciprocating, and closing E) Planning, studying, sampling, and closing

A) Planning, meeting, studying, and proposing

Which sales presentation method generally has the highest paid salespeople? A) Problem-solution B) Transactional selling C) Formula sales approach D) Canned sales approach E) Need satisfaction

A) Problem-solution

Which of the following is an example of a topic discussed in the business proposition segment of a sales presentation for an end-user? A) ROI B) Discounts C) Warranties D) Regional advertising E) Coupons

A) ROI

According to the text, which of the following is the most structured sales presentation method? A) The memorized approach B) The AIDA approach C) The need-satisfaction approach D) The formula approach E) The problem-solution approach

A) The memorized approach

What is the most likely reason that some salespeople dislike the need-satisfaction sales presentation approach? A) The salesperson must give the prospect some control of the selling situation. B) The method is impractical for selling highly technical products. C) The salesperson must present unimportant benefits to the buyer. D) The approach requires the salesperson to close too quickly. E) The method allows very little prospect participation.

A) The salesperson must give the prospect some control of the selling situation

Jack, an office supply salesperson, recently called on a customer who was trying to select photos to include in a catalog. The customer wanted to look at the 10 photos side-by-side for comparison, but his easel was too small and the cinderblock walls in the office would not hold tacks or tape. The customer explained that the situation was a regular issue for him. Jack obtained a roll of cork and a can of cork glue to convert an office wall into a giant bulletin board. In this instance, Jack acted as a(n): A) tactical partner. B) creative problem solver. C) low-involvement decision maker. D) transactional partner. E) exchange creator.

B) creative problem solver

Lev Knossos sells high tech equipment and software to companies in Greece. When he first started selling to Greek businesses, he was told that the Greek market lagged behind others in the use of technology. After conducting research, Knossos visited the Commercial Bank of Greece and explained how his products could create Web pages for the bank and facilitate banking transactions. By applying his product knowledge to solve a technology issue that he identified, Knossos took the role of: A) tactical partner. B) creative problem solver. C) low-involvement decision maker. D) transactional partner. E) exchange creator.

B) creative problem solver

Carl, an office supply salesperson, determined during the preapproach process that a prospect could save 25 percent yearly by purchasing a bulk order of 30 units of Carl's general supplies kit. Carl has defined this advantage while developing a(n): A) value analysis. B) customer benefit plan. C) individualized sales call objective. D) customer profile. E) customized marketing objective.

B) customer benefit plan

Walter sells sporting goods. During sales call planning for an upcoming appointment with a prospect, Walter determines that the prospect could save 10% annually on golf balls by purchasing 50 units of Pinnacle golf balls from Walter. He has determined this advantage while developing a(n): A) value analysis. B) customer benefit plan. C) individualized sales call objective. D) customer profile. E) customized marketing objective.

B) customer benefit plan

In AIDA procedure, 'D' stands for: A) demand. B) desire. C) describe. D) develop. E) define.

B) desire

A salesperson engaged in sales call planning should: A) create nonspecific sales call objectives. B) develop the sales presentation. C) conduct vendor analyses. D) join a sales lead club. E) design after-the-sale service approach.

B) develop the sales presentation

The ________ is the primary factor that differentiates the four sales presentation methods. A) type of customer B) percentage of the conversation controlled by the salesperson C) type of product D) measurability of the sales call objective E) number of decision makers

B) percentage of the conversation controlled by the salesperson

The four elements of sales call planning (in their correct order) are: A) customer profile, sales call objective, sales presentation, and sales benefit. B) sales call objective, customer profile, customer benefit plan, and sales presentation. C) customer profile, sales call objective, customer benefit plan, and sales presentation. D) sales call objective, customer benefit plan, customer profile, and sales presentation. E) customer preapproach, customer profile, customer sales call objective, and sales presentation.

B) sales call objective, customer profile, customer benefit plan, and sales presentation.

Products that are suitable for the memorized sales presentation method are best described as: A) trendy. B) simple. C) complex. D) technical. E) industrial.

B) simple

At the end of a group sales presentation, the salesperson should provide prospects with a(n): A) T-account. B) summary of benefits. C) order form. D) service contract. E) hierarchy of needs.

B) summary of benefits

Which of the following statements is most likely true? A) Selling is a very complex process. B) Selling is easy to do on a consistent basis. C) A sales call must move systematically toward a sale. D) Selling begins with negating a precall sales objective. E) Elaborate planning is necessary before making a sales call.

C) A sales call must move systematically toward a sale

What is the first step in learning how to overcome call reluctance? A) Determine your personality type B) Avoid customers that will refuse to buy C) Admit having a call reluctance problem D) Seek help for treating call reluctance E) Practice verbal and nonverbal communication

C) Admit having a call reluctance problem

A salesperson's prospects go through several mental steps in deciding whether to buy or not to buy a product. Select these steps in their correct order. A) Attention, interest, desire, purchase, and action B) Attention, desire, interest, conviction, and purchase C) Attention, interest, desire, conviction, and purchase D) Attention, interest, desire, conviction, purchase, and action E) Attention, conviction, desire, interest, purchase, and action

C) Attention, interest, desire, conviction, and purchase

Which of the following products would most likely require a problem-solution sales presentation? A) Automobiles B) Cosmetics C) Corporate insurance D) Personal computers E) Home sound system

C) Corporate insurance

What is needed in order to develop a customer benefit plan? A) Rehearsed preapproach B) Industry profile C) Customer profile D) Client referrals E) Customer profit ratio

C) Customer profile

Which of the following is an example of a topic often discussed in the marketing plan segment of a sales presentation for a reseller? A) Guarantees B) Maintenance C) Demonstrations D) List price E) Shipping costs

C) Demonstrations

________ occurs when the salesperson brings company resource people to discuss a major problem or opportunity. A) Educational selling B) Need-satisfaction selling C) Seminar selling D) Conference selling E) SWOT selling

D) Conference selling

Which of the following is critical to strategic problem solving? A) Nonverbal communication B) High-tech equipment C) Effective prospecting D) Creative solutions E) Industry alliances

D) Creative solutions

Within a salesperson's prospect pool, which group is the most important prospect for future sales? A) Leads B) Referrals C) Centers of influence D) Customers E) Orphans

D) Customers

Which of the following statements about group sales presentations is most likely true? A) Use the proposal document as a script during the presentation. B) Provide a detailed SWOT analysis for each potential competitor. C) During the presentation avoid mentioning previous or current clients. D) Determine the behavioral style of the group to maintain the attention of all members. E) Avoid contact with decision makers prior to a presentation to prevent the appearance of being unethical.

D) Determine the behavioral style of the group to maintain the attention of all members

The first three steps involved in developing the customer benefit plan (in their correct order) are: A) developing marketing plan, developing FAB, and developing business proposition. B) developing benefits, developing business proposition, and developing marketing plan. C) developing marketing plan, developing business proposition, and closing the sale. D) developing FAB, developing marketing plan, and developing business proposition. E) developing business proposition, developing marketing plan, and closing the sale.

D) Developing FAB, developing marketing plan, and developing business proposition

What is the final step in developing a customer benefit plan? A) Performing a value analysis that identifies ROI. B) Assessing the prospect's attitude with a trial close. C) Creating an individualized sales call objective. D) Developing a suggested purchase order. E) Presenting a marketing plan.

D) Developing a suggested purchase order

Arlene, a new cosmetics salesperson, is planning to go door-to-door in a neighborhood in which she has never conducted business. Which sales presentation method would most likely be appropriate for Arlene? A) Need-satisfaction B) Problem-solution C) Customized D) Memorized E) Formula

D) Memorized

The need-satisfaction sales presentation has several phases. Which of the following presents those phases in the correct order? A) Need-perception, need-comprehension, and need-satisfaction B) Need-realization, need-utilization, and need-development C) Need-utilization, need-fulfillment, and need-satisfaction D) Need-development, need-awareness, and need-fulfillment E) Need-awareness, need-development, and need-satisfaction

D) Need-development, need-awareness, and need-fulfillment

Which of the following refers to a brief story used to illustrate a point and to compare something familiar to something unfamiliar? A) Metaphor B) Simile C) Analogy D) Parable E) Imagery

D) Parable

Shawn sells office supplies and paper to large corporations, many of whom are current customers. What sales presentation method should Shawn most likely use? A) Need-satisfaction B) Memorized C) Barrier D) Persuasive selling E) Problem-solution

D) Persuasive selling

Which of sales presentation method is normally used while presenting the proposal to a group of individuals? A) Stimulus response B) Memorized C) Barrier D) Problem-solution E) Formula selling

D) Problem-solution

Which of the following correctly represent the discussion sequence in a sales presentation? A) Product discussion, presentation of marketing plan, explanation of business proposal, purchase suggestion, trial close, close, follow up. B) Approach, product discussion, marketing plan presentation, meeting objections, purchase suggestion. C) Approach, product discussion, marketing plan presentation, explain business proposal, meeting objections, purchase suggestion. D) Product discussion, presentation of marketing plan, explanation of business proposal, close. E) Attention, interest, desire, conviction, action.

D) Product discussion, presentation of marketing plan, explanation of business proposal, close

Recommending what to buy in order to fill the needs of the customer is uncovered in which phase of your sales presentation? A) Approach B) Present your marketing plan C) Explain your business proposition D) Suggest purchase order E) Close

D) Suggest purchase order

Which of the following is a disadvantage of the memorized sales presentation? A) The difficulty involved in preparing and using the memorized sales presentation often frightens inexperienced salespeople. B) The memorized sales presentation includes too much prospect participation. C) The memorized sales presentation is not effective when selling time is short. D) The memorized sales presentation presents features, advantages and benefits that may not be important to the buyer. E) Salespeople are often disorganized when they use the memorized sales presentation.

D) The memorized sales presentation presents features, advantages and benefits that may not be important to the buyer.

Which of the following statements about sales call objectives is true? A) Sales call objectives should primarily benefit the salesperson. B) A sales call objective is only necessary when making formal presentations. C) A customer profile must be developed before making a sales call objective. D) The sales call objective is the main purpose of a salesperson's contact with a prospect. E) A sales call objective is usually too complex to modify once a sales call has developed.

D) The sales call objective is the main purpose of a salesperson's contact with a prospect.

Why should a salesperson first select a sales presentation method and then the approach? A) The sales presentation method is unimportant. B) The sales approach is the last step in a sales presentation. C) The salesperson can integrate trial closes into the approach. D) The sales presentation method determines how to open the presentation. E) A good sales presentation can compensate for a poor sales approach method.

D) The sales presentation method determines how to open the presentation.

In a SMART sales call objective, the "M" refers to the fact that the objective should: A) manage time wisely. B) maximize the customer's order size. C) minimize the cost to the customer. D) be measurable. E) move the prospect to buy.

D) be measureable

Daniel sells medical equipment, and he has been advised to contact the comptroller at the Cedar Bluff Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex. Daniel has not yet made the sales call because he hates to be pushy. Daniel is experiencing: A) referral breakdown. B) sales hesitation. C) prospect aversion. D) call reluctance. E) lead negation.

D) call reluctance

A ________ would answer questions such as "What is the buyer's background?" and "What are the company's purchasing policies?" A) sales call objective B) company's marketing plan C) competitive portfolio D) customer profile E) business proposition

D) customer profile

Loreen sells how-to books and is going on a sales call to a local bookstore. Loreen knows the purchasing policies of the store such as who makes buying decisions. Such information can be found in Loreen's: A) sales call objective. B) marketing plan. C) competitive portfolio. D) customer profile. E) business proposition.

D) customer profile

Rob Stewart sells office equipment and calls on the office manager of a large firm. Rob wants to sell the prospect 30 units of general office supplies. In terms of the acronym SMART, Stewart's objective: A) could not be measured. B) was probably not achievable. C) was missing a valid order size. D) did not specify a time period. E) met all objective requirements.

D) did not specify a time period

As a salesperson for a restaurant equipment supplier, you have decided to call on Frederick Hawkins, the owner of Fred's House of Pancakes. If Frederick decides to discuss your products then he is most likely in the ________ stage of the buying decision. A) attention B) conviction C) purchase D) interest E) desire

D) interest

The main sources for a prospect pool are: A) telephone directories and professional organizations. B) trade shows, demonstrations, and public exhibitions. C) sales lead clubs and your competitor's customers. D) leads, referrals, orphans, and your customers. E) industry directories and club rosters.

D) leads, referrals, orphans, and your customers

With the ________ sales technique, the salesperson monopolizes the conversation and often talks about benefits which are of no use to the prospect. This sales presentation method is often perceived as a high-pressure sales presentation method. A) professional B) need-satisfaction C) barrier D) memorized E) problem-solution

D) memorized

In a need-satisfaction presentation, most of the time is spent in the ________ phase. A) need-fulfillment B) need-awareness C) need-utilization D) need-development E) need-diffusion

D) need-development

Perry Rodriguez wants to create a network of prospects for his landscaping business. Which of the following would be the LEAST effective method? A) Sending thank-you notes to people who give him leads B) Focusing on meeting center-of-influence people C) Asking open-ended, feel-good types of questions D) Sending contacts monthly sales promotional items E) Sending contacts unflattering information about the competition

E) Sending contacts unflattering information about the competition

"The Armour Brand protective coating is very tough. It is like covering something with steel." This statement is an example of a(n): A) visual. B) metaphor. C) dramatization. D) proof statement. E) analogy.

E) analogy

In a SMART sales call objective, the "R" refers to the fact that the objective should: A) enhance relationship building. B) be based on marketing research. C) relate to future customer needs. D) create references. E) be realistic.

E) be realistic

Reyna sells children's encyclopedias. Before a sales call at a local bookstore, Reyna collected background information about the company using Manta.com and LinkedIn, and reviewed the store's typical business terms and requirements. Reyna compiled this information in her: A) sales call objective. B) overall marketing plan. C) competitive portfolio. D) business proposition. E) customer profile.

E) customer profile

When a salesperson is faced with a unique set of customer problems to solve, the salesperson will most likely need to: A) act professionally. B) build self-confidence. C) develop an atmosphere of goodwill. D) enhance the buying and selling procedure. E) customize a product to best address the client's needs.

E) customize a product to best address the client's needs

You have the greatest opportunity to influence your prospect: A) when prospecting. B) in the trial close. C) in the approach phase. D) when determining objections. E) during the presentation.

E) during the presentation

Because they are so busy, many executives have filtration systems to protect their time. In order to get through this system, you, as a professional salesperson, should do all of the following EXCEPT: A) not waste time waiting. B) develop friends in the prospect's firm. C) call at the right time on the right person. D) believe in yourself. E) follow the prospect.

E) follow the prospect

At the beginning of a presentation, a salesperson asks a catalog retailer, "What type of inventory management software would you like your company to use?" The salesperson is more than likely using the ________ sales presentation method. A) problem-solution B) stimulus-response C) participative D) persuasive selling E) need-satisfaction

E) need-satisfaction

All of the following would be potential bargaining chips for a salesperson during negotiations EXCEPT: A) price flexibility. B) training availability. C) extra services to offer. D) optional equipment to provide. E) products available from competitors.

E) products available from competitors

When talking to prospects, it is most important for salespeople to: A) ask personal questions. B) use technical jargon. C) provide parables. D) speak formally. E) use buzzwords.

E) use buzzwords

According to the Core Principles of Professional Selling, the heart of the sales presentation is the salesperson's approach to the customer or prospect.

False

According to the text, a salesperson's purpose, plan, and goal do not center on helping but on selling.

False

Another name for the need-satisfaction presentation is the problem-solution presentation.

False

Trade shows are rarely worth the salesperson's time since there are only a few minutes to qualify leads and get the information necessary to conduct a sales call later.

False

Which of the following statements about the selling process is true? A) The selling process has 10 steps. B) Some steps in the selling process occur simultaneously. C) Prospecting is the second step in the selling process. D) Preapproach planning is the third step in the selling process. E) Trial close is the last step in the selling process.

A) The selling process has 10 steps.

Which of the following prospecting methods is most similar to teleprospecting in terms of its objective? A) Cold canvassing B) Endless chain of referrals C) Networking D) Direct-mail prospecting E) Observation

D) Direct-mail prospecting

________ is the lifeblood of sales because it identifies potential customers. A) Customer mapping B) Prospecting C) E-selling D) Data mining E) Contact management

B) Prospecting

Sandra Gonzalez has been an independent sales contractor for the past eight years. To remain in touch with today's tech savvy consumers and generate leads, she has decided to create brief and easily accessible on-demand videos showing the different products and their use. Identify this type of sales prospecting. A) Cold canvassing B) Prospecting on the web C) Endless Chain D) Customer referrals E) Orphaned customers

B) Prospecting on the web

Melissa sells insurance to homeowners and renters. Every weekend she goes out looking for moving vans and people unloading U-Haul trucks. She writes down the addresses of those who seem to be moving in. Every Monday she calls the list she has gathered during the weekend and asks them if they are interested in insurance. Melissa is using the ________ method of prospecting. A) center of influence B) observation C) networking D) preapproach E) endless chain

B) observation

An insurance salesperson would most likely join a sales lead club to: A) meet other insurance salespeople. B) avoid having to make parallel referral sales. C) share leads and prospecting tips. D) practice new sales presentations. E) evaluate her own sales call objectives.

C) share leads and prospecting tips

In many instances, customer attrition; the loss of customers over time, is not controllable because of all the following reasons, EXCEPT? A) The customers may believe a competitor's services create more value B) Some customers may literally go out of business C) The customers may merge or be acquired D) The customers feels that the salesperson is not responding to their calls E) Certain customers may no longer need the salesperson's services due to change of business

D) The customers feels that the salesperson is not responding to their calls

Terrell, the marketing manager of Tekna Tools, is planning to attend the Anaheim Woodworking Trade Fair. Terrell will have a higher probability of success if he: A) memorizes his sales pitch. B) avoids the use of lead cards. C) sets up in an area with little foot traffic. D) acts assertively toward approaching passersby. E) refuses to accept any rejections from leads and prospects.

D) acts assertively toward approaching passerby

In order to enlarge its prospect list, the West End Boarding Kennel seeks the assistance of area veterinarians in identifying people who are likely to need its services. This is an example of the ________ method of prospecting. A) cold canvass B) group C) public exhibition D) center of influence E) endless chain

D) center of influence

Prospecting via the ________ method involves finding and cultivating people in a community who are willing to help a salesperson find prospects. A) cold canvas B) group C) public exhibition D) center of influence E) endless chain

D) center of influence

Abel, a teenager, is trying to earn money by operating a dog walking service. Abel is knocking on the door of every dog owner within a six-block radius of his house and asking if the homeowner would like to use his service. Abel is using the ________ method of prospecting. A) Prospecting on the web B) group C) referral D) cold canvass E) endless chain

D) cold canvass

Donald Williams sells home gutter systems guaranteed to last for 20 years. After every sale, Williams asks his customers for the names of several friends who might be interested in learning about his gutter products. Williams is using the ________ method of prospecting. A) center of influence B) cold canvass C) group D) endless chain E) observation

D) endless chain

Danny runs a small business- offering handyman services to households. During a social gathering within his neighborhood, he came to know that one of the residents, Dr. Robert's gutters need cleaning. For Danny, Dr. Robert is a: A) target. B) closer. C) referral. D) prospect. E) gatekeeper.

D) prospect

Nicole works for a reputed company that operates within the construction industry. Nicole recently learned that a civil engineering company has secured a large account via the search updates featured in LinkedIn. Nicole decides to send a congratulatory note to the engineering firm and also initiate a communication regarding a new product line for the construction industry that the company may find useful. Nicole is using the ________ method of prospecting. A) public demonstration B) group C) referral D) social media platforms E) endless chain

D) social media platforms

Jessica has just earned her real estate license. She has decided to do a webinar for first time home buyers. Which of the following would NOT be advisable to do as she prepares for her webinar? A) She should prioritize the information in a method that can be readily acted upon B) She should make herself available via social media platforms and email after the webinar to answer additional questions C) She should be well versed in the technology and its application in a customer setting D) She should be able to answer questions that may get asked during the webinar E) Sell the product during the webinar

E) Sell the product during the webinar

________ is a marketing communication system using telecommunication technology and trained personnel to conduct planned, measurable marketing activities directed at targeted groups of consumers. A) Targeting B) Prospect pooling C) Cold canvass prospecting method D) CRM E) Teleprospecting

E) Teleprospecting

When a customer refers the salesperson to someone she knows, it is called a(n): A) limited chain referral method. B) unlimited chain referral method. C) chain referral method. D) one-to-one referral method. E) endless chain referral method.

E) endless chain referral method

One of the reasons why a salesperson must constantly look for new prospects is to: A) fill-in otherwise unproductive parts of the day. B) gain additional sales presentation experience. C) fulfill corporate social responsibilities. D) prevent the loss of current customers. E) increase product sales.

E) increase product sales

Successful use of the telephone in appointment scheduling requires a chatty message that hints of a desire to establish a long-term relationship with the prospect.

False

Time spent waiting to see a prospect is a good time for a salesperson to relax and get his mind off business.

False

One of the criteria for developing your own best prospecting method is to always call back on prospects who did not buy.

True

Respect, trust, and friendship are three key elements of a successful sales career.

True

According to the Core Principles of Professional Selling, referrals are gained by: A) encouraging customers to hear to what you are saying. B) demonstrating how much you want to succeed. C) demonstrating integrity with customers. D) following the 80/20 principle of selling. E) making sure every sale results in a purchase.

C) demonstrating integrity with customers.