Chapter 11 Smartbook

It is advisable for salespeople to attempt to gain a buyer's commitment when he or she appears ready. Indications that a buyer is ready to buy are known as

closing cues

Manipulative techniques- Partnering methods-

-Created to reduce or eliminate choices of the buyer -Not created to reduce or eliminate choices of the buyer

Identify the guidelines for salespeople using trial offer as an approach to obtain buyers' commitment.

-Document that the decision criteria of a buyer are concrete -Ensure that a user is comfortable with a product

Identify the guidelines for salespeople using trial offer as an approach to obtain buyers' commitment

-Ensure that a user is comfortable with a product -Document that the decision criteria of a buyer are concrete

Which of the following should a sales representative do after recommending other sources to a prospect?

-He or she should stress the desire to maintain contact with the prospect. -He or she should ask the prospect for names of individuals who might be able to buy the seller's product.

Which of the following are true of the balance sheet method of obtaining commitment?

-It can insult a buyer's intelligence if applied inappropriately. -It aids prospects who are unable to make a decision.

In the context of shipping costs included in the terms and conditions of sale, which of the following are true of the term "free on board (FOB) installed"?

-It implies that responsibility and title do not transfer until the equipment is installed and operating properly. -It means that in some instances the operator training must be given before title transfers.

What are the points salespeople need to remember when getting a buyer's signature on a purchase order?

-Make the actual signing a routine, simple procedure -Fill out the order blank promptly and correctly

Which of the following are true of salespersons who are proficient in obtaining buyer commitment?

-Securing buyer commitment results in financial rewards for the salesperson. -They are able to close sales in less time, thus making more sales overall.

Which of the following tasks must a salesperson perform in a multiple-visit sales cycle when obtaining the buyer's commitment is next in the buying process?

-The salesperson must analyze what the client will do. -The salesperson must assess what he or she should do to prepare for the next meeting.

Aggressive salespeople- Submissive salespeople- Assertive salespeople-

-They believe that they are the best judge of customer needs. -They accept customers' definition of requirements. -They probe for need-related information that customers may not have volunteered.

What should salespeople do to be welcomed by buyers on repeat sales calls?

-They must spell and pronounce all names accurately. -They must explain and analyze the terms of the purchase.

What do salespeople typically do once they make a sale?

-They start to plan for the next sale. -They start to plan for the next level of commitment with a buyer that signals a deepening relationship.

Minor-point close Continuous yes close Assumptive close Benefit-in-reserve close Emotional close

-This method can upset prospects who feel they are being manipulated or tricked into making a commitment. -Use of this method can destroy long-term relationships with buyers if the buyers later feel manipulated. -This method does not give buyers the courtesy of agreeing. -This method can simply backfire. -This method does not develop respect or trust.

When do salespersons deserve a sale?

-When they have a product that buyers need -When they have done their jobs well

Salespeople should attempt to gain a buyer's commitment when he or she appears ready. Buying signals from a buyer are also known as _____.

closing cues

Which of the following is the most important lesson for an inexperienced salesperson?

When a buyer says no, the sales process has not likely ended.

Identify an instance in which a trial offer is likely to be effective as a strategy to obtain buyers' commitment.

When a product is simple to use and its benefits are obvious only in use

As a quantity discount, a company might offer a discount on all purchases over a long period, provided a customer purchases a fixed quantity of product. This discount is termed a(n

cumulative discount

Conditions of buyers that have to be satisfied by sellers before a purchase can take place are known as _____.

requirements

According to Marvin Jolson's classification, salespeople who control a sales interaction but often fail to gain commitment because they prejudge a customer's needs and fail to probe for information are known as _____ salespeople.

aggressive

A guideline for salespeople to show appreciation to a buyer is that they should _____.

always thank the buyer personally

When salespeople fail to obtain the desired commitment from a buyer, they should _____.

avoid taking this situation personally

As a method to obtain a buyer's commitment, a salesperson can simply remind a prospect of the agreed-on benefits of a sales proposal. This method is known as the _____.

benefit summary method

Identify an example of a single-order discount, which is a type of quantity discounts offered by businesses.

A printer manufacturer offers a 20 percent discount on one order for two or more digital printers.

Identify a nonverbal cue from a customer that signals that the customer is ready to commit to a sales proposal.

A relaxed forehead

Which of the following salespersons is likely to be categorized as lacking empathy by a buyer?

An overly eager salesperson

When is price of a product or service often discussed in a sales presentation?

At the end of the presentation

In the context of sales calls, asking for a buyer's business is often known as ___

closing

Identify a feature of the probing method of obtaining commitment from buyers.

It tries to expose all issues of concern to a prospect.

True or false: Research shows that an emphasis on getting sales during sales calls builds trust and raises the possibility of securing buyers' commitment.

FALSE

Which of the following is a nonverbal cue from a customer that signals that the customer is not yet ready to commit to a sales proposal?

Face covered with hands

Commitment in sales is a one-way process in which salespeople obtain buyers' commitment.

False

It is advisable for salespeople to rely solely on trial orders.

False

Identify a true statement about the practice of showing appreciation by writing a purchaser a letter.

It builds goodwill after large purchases.

Identify a true statement about the benefit summary method of obtaining commitment from buyers.

It helps a buyer understand points presented in a sales presentation to make a wise decision.

Which of the following is a disadvantage of the balance sheet method of obtaining commitment?

It takes time and can appear "salesy."

Identify a guideline for salespeople to follow when they present price of a product or service as part of a sales presentation.

Present the price with confidence

Identify the types of salespeople identified by Marvin Jolson.

Submissive Assertive Aggressive

Majority of the U.S. sales are made on a credit basis, with cash discounts allowed for early payment.

TRUE

How is cash discount calculated if a quantity discount is also offered in a purchase?

The cash discount is estimated after removing the quantity discount.

According to research, what is the biggest determinant of future sales

The way in which a salesperson treats a buyer

Based on Marvin Jolson's classification, identify a characteristic of submissive salespeople.

They rarely try to gain commitment from buyers as they tend to fear rejection too much.

Identify a guideline for salespeople using the direct request method of obtaining commitment from buyers.

They should be wary of appearing overly aggressive to the buyers.

A buyer's signature often formalizes a commitment.

True

The most straightforward, effective method of obtaining commitment from buyers is simply to ask for it. This method is known as the _____.

direct request method

What a salesperson does after achieving commitment from a buyer is known as _____.

follow-up

In the context of shipping costs included in the terms and conditions of a sale, the term _____ is used to determine the point at which the buyer assumes responsibility for both the goods and the costs of shipping them.

free on board (FOB)

Studying successful methods and techniques to obtain a buyers' commitment enables salespeople to _____.

help the buyers purchase a product or service they want or need

During a sales presentation, need statements from customers that reflect a readiness to buy when they relate to how a purchase will be consummated are usually stated

near the end of the presentation

In the context of attitudes of salespeople, important cues from salespersons that can signal trustworthiness of a lack thereof to buyers are called _____.

nonverbals

After important decisions, buyers may feel a little insecure about whether the sacrifice is worth it. Such feelings are known as ____

postpurchase dissonance

If a seller fails to obtain a buyer's commitment using one method, the seller adopts another method using a series of examining questions designed to discover the reason for the buyer's hesitation. This method is known as the _____.

probing method

In the context of traditional closing methods, the ______ method can be effective if a statement made by a seller about a sales offering is true.

standing-room-only close

According to Marvin Jolson's classification, _____ salespeople often excel as socializers, and with customers they spend a lot of time talking about families, restaurants, and movies.

submissive

Based on Marvin Jolson's classification, a characteristic of aggressive salespeople is that they _____.

tend to push a buyer too often, too soon, and too vigorously to place a purchase order

A small order placed by a buyer to see if a product will work is known as a(n)

trial order

When a buyers rejects a sales offering, a salesperson should _____.

view it as a challenge to seek the reason for the buyer's negative response