BUS 315 Test 2
A salesperson asks the prospect," What do you think about our new line of products?" Which approach is being used?
Opinion
The _____ is the primary factor that differentiates the four sales presentation methods.
Percentage of the conversation controlled by the salesperson
What is the primary purpose of the sales presentation goal model?
Determining which elements of the sales presentation mix to use
When the appliance salesperson said, "Based on the features you desire, I suggest you buy the self-cleaning Hotpoint oven," the salesperson was making a(n):
Direct suggestion
A prospect will most likely listen to the salesperson if the salesperson:
Displays a well groomed and pleasant appearance
The _____ presentation method is based on the assumption that similar prospects in similar situations can be approached with similar presentations
Persuasive Selling
In the _____ approach, the salesperson gives a prospect a free sample or gift.
Premium
Which of the following is the fourth step in the sales process?
Presentation
When an objection turns into a condition of sale, it most likely means that:
if the salesperson meets the prospect's request, the prospect will buy
Another name for the SPIN approach is the _____ approach.
Multiple-Question
A salesperson should use probes to:
Obtain information from the prospect
Which of the following is NOT an example of a visual aid?
A demonstration
A salesperson will not be able to answer:
A hopeless objection
Which of the following questions is part of the sales presentation goal model?
How will you design and display visual aids
One of the disadvantages of the memorized sales presentation is the fact it:
Allows for limited prospect presentation
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):
Analogy
Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer?
Apologize for taking the prospect's time
In all four sales presentation methods, the salesperson is most likely to dominate the conversation during the _____ stage.
Approach
The executive jet salesperson has just used a trial close. A typical prospect would:
Ask questions
Even though the prospect had not yet agreed to buy, the salesperson said, "I'll make sure the dishwasher is delivered to your house on Saturday." This statement is an example of the _____ close.
Assumptive
_____ attempts to have prospects imagine using the product themselves
Autosuggestion
When using questions in the selling process, a salesperson should most likely:
Be able to anticipate the answers
The relationship between a salesperson and a client that revolves around business-related issues is referred to as a:
Business Friendship
A(n) _____ refers to anything prospects say or do indicating they are ready to buy.
Buying Signal
What is an objective of both the statement and demonstration approach techniques?
Capturing the prospect's attention
According to the text, _____ should be the easiest part of the presentation.
Closing the sale
A salesperson enters a wholesale floral center and says, "Ms. Wong, in my job, I visit a lot of nurseries and I believe you grow the most beautiful flowers I have ever seen." This is an example of the _____ approach.
Complimentary
A salesperson walks into a patisserie and says to the proprietor," Ms. Kylie, your pastries are delicious. I have never tasted any better in my whole career." This is an example of a(n):
Complimentary
Which of the following is an example of a demonstration technique?
Complimentary approach
Which of the following regularly provides independent research results about various products?
Consumer Reports
A salesperson should ask a prospect to buy a product only when the prospect reaches the _____ stage of the mental buying process.
Conviction
Which type of suggestion is intended to evoke an opposite response from the prospect?
Countersuggestion
A salesperson asks a bookstore owner, "Do you know why students who use our test preparation books increase their SAT scores?" What approach is being used?
Curiosity
Which of the following is an approach technique that involves asking questions?
Curiosity
"Do you know that you could save almost $100 if you purchase your airplane tickets through Global Vision Travel Agency?" asked the travel agent to the young couple planning their honeymoon trip to Europe. What kind of an approach was the travel agent using?
Customer Benefit
The prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." Once the salesperson determined that this was a condition of sale, he should:
Engage in negotiation
According to the Golden Rule of Selling, which of the following is essential for building a true relationship between the buyer and seller?
Ethical Service
According to the text, as a salesperson, you earn the right to a prospect's time and serious attention by:
Expressing a sincere desire to solve the buyer's problem
According to the text, what are the three essential steps within the sales presentation, in their correct order?
FAB, marketing plan, business proposition
A sales presentation has to be delivered after the prospect has reached the conviction stage of the mental buying process
False
The canned sales presentation is primarily used by experienced salesmen.
False
The salesperson should hope that the prospect says nothing during her presentation so that she can give an uninterrupted sales presentation
False
_____ requires the salesperson to discuss an objection before a prospect has the opportunity to ask about it.
Forestalling an objection
According to the text, the _____ method of sales presentation is semi-structured
Formula
_____ is effective for consumer goods salespeople in straight rebuy situations
Formula
A retail store buyer who dwells on trivial details like the placement of buttons or the stitching on the collar as the reason for not buying, more than likely has _____ objections.
Hidden
Direct suggestions are commonly used by professional salespeople because they are:
Inoffensive
The customer benefit approach is most useful when the salesperson:
Knows the prospect's critical needs
True objections come in two types:
Major and Minor
The second essential step of a sales presentation is the:
Marketing Plan
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?
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?
Memorized
Forestalling is best described as a:
Method of discussing anticipated objections before they arise
_____ asks the prospect to visualize using the same products that famous people or companies use.
Prestige Suggestion
The first essential step of the sales presentation is discussing the:
Product's FABs
The product approach works best with
Products that are new and unique
A(n) ______ is a short, wise, easy to learn saying that calls a salesperson to think and act.
Proverb
When a prospect shows resistance to a salesperson's attempt to close a sale, the customer is most likely:
Raising an objection
After the pharmaceutical salesperson asks for the order, the very next thing he should do is to:
Remain silent and wait for the prospect to respond
Which of the following guidelines is one of the basic rules given in the text for using questions?
Remain silent, even for a few minutes, to get answers from the prospect
"You're saying that automobile quality and service are less important to you than price?" is an example of what category of question?
Rephrasing
This type of question is used when the prospect's meaning is not clearly stated.
Rephrasing
In a sales presentation, visual aids are important to sales success because customers are more likely to:
Respond to direct questions
Which term refers to combining a question with a discussion of a product's FABs?
SELL Sequence
A _____ is defined as resistance by the prospect to the salesperson's request.
Sales objection
The _____ refers to the elements the salesperson assembles to make sales to prospects and customers.
Sales presentation mix
_____ selling occurs when a company's sales team provides an education-oriented presentation for the customer
Seminar
Dane Geoffrey sells pollution masks. He asks a prospect," Did you know that five out of ten people die of lung cancer each year?" Identify the approach used by Dane
Shock
Which of the following is a direct comparison statement using the word "like" or "as"?
Simile
The best nonverbal selling technique is the:
Smile
The prospect is using a _____ objection when he says, "I love the copier, but I just need some time to look over your operating manuals before I commit to buying a new machine."
Stalling
_____ objections are simply a smoke screen designed to get rid of a salesperson.
Stalling
A(n) _____ type of suggestion implies that prospects should act immediately.
Suggestive proposition
Salespeople use _____ to decide which element of the sales presentation mix to emphasize in a particular presentation.
The customer benefits plan
Which statement about the formula sales presentation is INCORRECT?
The formula sales presentation is the best method to use when the prospect allows a few minutes for the presentation
According to the text, which of the following is the most structured sales presentation method?
The memorized approach
Which of the following is a disadvantage of the memorized sales presentation?
The memorized sales presentation presents features, advantages and benefits that may not be important to the buyer.
What is the most likely reason that some salespeople dislike the need-satisfaction sales presentation approach?
The salesperson must give the prospect some control of the selling situation
A successful demonstration should have all of the following characteristics EXCEPT being:
Theatrical
A salesperson should try to close a sale at least ________ time(s).
Three
A prospect's initial impression about a salesperson is primarily based on the salesperson's appearance and attitude
True
A salesperson should be prepared to respond to a prospect's objection at any time during the presentation.
True
A salesperson using the product approach would hand a product to the prospect and ask, "What do you think about the new design?"
True
According to the Golden Rule of Selling, the honesty of your sales presentation will convince people that you can be trusted
True
An objection which can be answered by the salesperson is called a ________ objection.
True
During a sales presentation, it is best to begin with the FAB sequence, then present the business proposition, and next the marketing plan
True
During the sales presentation, the salesperson should provide information that encourages the prospect to develop positive beliefs about the product.
True
In the referral approach, a salesperson mentions the name of a mutual acquaintance
True
Presentation is a continuation of the sales approach.
True
Questions are a commonly used opener by salespeople because questions facilitate a discussion with the prospect.
True
Sales approach refers to the time from when salespeople first see the buyer to when they finish discussing the product
True
Sales objections should be welcomed
True
Sales should never be closed immediately following the approach
True
The Golden Rule of Selling supports the belief that service and follow-up after the sale show that the salesperson really cares about customers.
True
The third step in the relationship selling process is the first step in sales presentation
True
Trial close is generally used before answering an objection.
True
Using questions and statements in a sales approach is possible with any of the four presentation methods mentioned in the text.
True
As a relationship grows:
Trust and Wisdom increase
All of the following are components of the salesperson's presentation mix EXCEPT:
Unbiased conviction