Derby Exam 2 Review

​___________________________ should be viewed as opportunities to prove your product is a good investment. a. Employee dissatisfaction and complaints b. Salesperson energy and commitment related to work hours c. Competitor production and manufacturing d. Buyer lifestyle and ethics related to ideals e. Buyer concerns and need resistance related to price

Buyer concerns and need resistance related to price

________ involves selling products that are not directly associated with products that you have sold to an established customer. a. Suggestion selling b. ​Full-line selling c. Upselling d. ​Cross-selling e. Recommendation selling

Cross-selling

Salespersons need to be attentive and use observation to recognize closing clues. An important personality trait that salespeople need is​ ________ to help them recognize closing clues. a. determination b. a positive attitude c. perceptiveness d. empathy e. ​self-awareness

empathy

Solution selection is an important function of the salesperson. Salespeople who have the ability to​ ________ achieve the status of trusted advisor. a. make a compelling sales presentation b. make promises concerning​ after-the-service sale c. create an attractive pricing and contracting package d. conduct a​ value-added needs analysis e. offer expedited delivery options

conduct a​ value-added needs analysis

Buyers often require reassurance that they have done the right thing after saying yes. The step in the closing process that offers reassurance is called the​ _______ step. a. reassurance and gratitude b. summary c. confirmation d. recap of the buying decision e. buyer satisfaction reassurance

confirmation

Some organizations link the qualifying process with the need discovery step in the​ ________ process. a. consultative sales b. overall sales planning and approach c. transactional sales d. retail sales e. research and development

consultative sales

The ___________ approach is also referred to as the elevator speech. a. referral b. question c. agenda d. product demonstration e. customer benefit

customer benefit

The two major contributors to relationship​ quality, ________, can be enhanced by the salesperson. a. product delivery and trust b. customer satisfaction and information c. customer satisfaction and communication d. product development and trust e. customer satisfaction and trust

customer satisfaction and trust

It can be four to five times more expensive to​ _____. a. have a liberal return policy b. find a new customer c. keep a satisfied customer d. use​ foreign-based customer service e. create magazine advertising

find a new customer

Personal​ visits, telephone​ calls, email​ messages, letters and​ cards, and call reports are examples of​ ________, which strengthen the partnership and add value. a. ​follow-through b. expansion selling c. ​follow-up d. partner communications e. customer public relations

follow-up

Often, the type of leads known as referrals result​ in______________ a. higher close rates, larger sales, and longer sales cycles b. lower close rates, larger sales, and shorter sales cycles c. higher close rates, smaller sales, and shorter sales cycles d. negative close rates, lower quality sales, and extended sales cycles e. higher close rates, larger sales, and shorter sales cycles

higher close rates, larger sales, and shorter sales cycles

One of the MOST important personality traits salespeople need is​ ________, which is especially helpful in recognizing closing clues. a. perceptiveness b. empathy c. a positive attitude d. ​self-awareness e. determination

empathy

A(n) ____________________________ consultative sales process is an important key to success in personal selling. a. ​well-planned and​ well-executed b. traditional c. ​well-intended and unexecuted d. ​off-the-cuff e. nontraditional

well-planned and well-executed

Being a salesperson who​ ________ is a major factor underlying repeat sales. a. is a customer advocate b. is​ service-oriented c. makes sure customers are pleased d. makes sure warranties and guarantees are upheld e. pays attention to detail

is a customer advocate

The starting point for need discovery is developing​ a________. a. listening attitude b. sales plan presentation c. cooperative attitude d. customer focus attitude e. customer relationship

listening attitude

One of the major factors in repeat sales is a​ _____________ that is a customer advocate. a. friend b. salesperson c. manager d. customer e. competitor

salesperson

Bringing new insights to customers regarding​ ________ creates value for them. a. information about your delivery and distribution options b. the​ competitor's products and services c. their buying problem and enhanced solutions d. the advantages of your products or services e. your pricing and contracting structure

their buying problem and enhanced solutions

The greatest time investment in personal selling is​ ________. a. in planning the product configuration and requirements b. the contracting process c. setting up the product delivery and​ after-the-sale service requirements d. the​ front-end of the sales process e. the planning of the sales presentation

the​ front-end of the sales process

When a salesperson uses active​ listening, he or she​ ________. a. listens for key closing signals and agreement b. "sends back" to the prospect what he or she heard about the​ prospect's pricing requirements c. sends back what the prospect said about product specifications d. makes assumptions about what the prospect meant e. "sends back" to the prospect what he or she as a listener thinks the prospect meant

"sends back" to the prospect what he or she as a listener thinks the prospect meant

The salesperson must answer one very important question before developing the presentation​ plan: ________. a. Do these activities relate to the​ customer's buying​ process? b. Have I correctly determined the​ customer's needs? c. Can manufacturing deliver on the product​ requirements? d. Are both the sales team and customer service prepared to provide​ after-the-sale service? e. Does my​ company's products meet the​ customer's requirements?

Do these activities relate to the​ customer's buying​ process?

________ minimize the possibility that you will spend more time discussing features that provide no benefit to the customer. a. Effective precall preparation and​ well-executed need discovery b. A creative presentation and discussion about previous product solutions c. Effective precall presentation and general need discovery d. An established customer relationship and a creative presentation e. Need discovery through market research and general product solutions

Effective precall preparation and​ well-executed need discovery

​_____________________________ have played an important role in increasing sales force productivity. a. Online presentation technologies and presentation software b. More managers and more​ micro-management c. More hiring and less training d. Less hiring and more training e. Fewer managers and less​ micro-management

Online presentation technologies and presentation software

__________ is the lifeblood of selling a. Closing deals b. Pipeline development c. Prospect identification d. Sales goal achievement e. relationship selling

Prospect identification

When a salesperson identifies and develops potential​ customers, it is an important part of​ ______ a. the sales strategy b. creating a large pipeline c. achieving sales goals d. the customer strategy e. achieving strategic objectives

The customer strategy

In the eyes of most​ customers, value is more important than price. Always try to position your product with​ ________. a. a convincing value proposition b. comprehensive features and benefits c. outstanding customer service and​ after-the-sale maintenance d. warranties e. easy financing or credit terms

a convincing value proposition

Need discovery is sometimes called​ ________. a. the solution process model b. a sales opportunity analysis or sales opportunity assessment c. the need solution process model d. market opportunity analysis or market opportunity assessment e. a needs analysis or needs assessment

a needs analysis or needs assessment

Studies indicate that the favorable testimony of​ ________ can be an effective method of responding to buyer resistance. a. your marketing department b. your​ senior-level management team c. your research and development team d. a neutral third party e. your engineering department

a neutral third party

Establishment of objectives for the sales presentation and preparation of the presentation plan must be guided by ____________ . a. assuring that the product matches customer specifications b. the desire to deliver on the promises made in the sales presentation c. a strong desire to make sure goals are achieved d. a strong desire to provide outstanding customer service e. assuring that pricing meets customer specifications

a strong desire to provide outstanding customer service

When you are working on a​ large, complex​ sale, you should try to​ ________ throughout the sales process. a. achieve small incremental agreements on product specifications b. achieve incremental commitment c. get to the next step of the process without gaining commitment d. obtain incremental agreement on specific features and benefits e. get incremental agreement on pricing

achieve incremental commitment

Every aspect of the sales presentation should be​ ________. a. adapted by the salesperson to fit predetermined customer needs b. adapted to the needs or problems identified by prospect and salesperson c. a template format that the salesperson has used in other settings with other customers d. depersonalized so the salesperson can offer additional solutions the customer has not considered e. very structured and mechanical

adapted to the needs or problems identified by prospect and salesperson

Every aspect of the sales presentation should be​ ________. a. depersonalized so the salesperson can offer additional solutions the customer has not considered b. a template format that the salesperson has used in other settings with other customers c. adapted by the salesperson to fit predetermined customer needs d. adapted to the needs or problems mutually identified by the prospect and the salesperson e. very structured and mechanical

adapted to the needs or problems mutually identified by the prospect and the salesperson

A high-quality and professional approach is a powerful way to ______. a. make contact and prepare for next steps b. begin the customer relationship c. have the opportunity to demonstrate the value of your products d. add value and differentiate yourself from your competitors e. start the sales presentation planning process

add value and differentiate yourself from your competitors

The best time to deal with price is​ ________. a. bring it up in the initial preapproach stage b. after you have reviewed product features c. within your formal written proposal d. bring it up early so you can deal with it in the first stages e. after you have reviewed product features and buyer benefits

after you have reviewed product features and buyer benefits

Common approaches to arouse prospect interest in the presentation include​ ________. a. product​ demo, referral, customer​ benefit, price, customer​ service, and premium b. ​agenda, product​ demo, referral, delivery​ options, price, customer​ benefit, and premium c. ​agenda, product​ demo, referral, customer​ benefit, question,​ survey, and premium d. ​agenda, product​ demo, referral, customer​ benefit, price, product​ requirements, and questions e. ​agenda, product​ demo, customer​ benefit, question,​ quotation, customer​ service, and premium

agenda, product​ demo, referral, customer​ benefit, question,​ survey, and premium

Adaptive selling involves _________ to improve communication with the customer. a. adapting to the customer's corporate culture b. adapting to the customer's proposal and contracting policies c. altering sales behaviors d. adapting to the customers policies and procedures e. altering certain corporate policies and procedures

altering sales behaviors

Adaptive selling involves​ ________ to improve communication with the customer. a. adapting to the customer's proposal and contracting policies b. adapting to the customer's policies and procedures c. adapting to the customer's corporate culture d. altering certain corporate policies and procedures e. altering sales behaviors

altering sales behaviors

Salespersons and sales managers often conduct​ ________ analysis to help them effectively and efficiently manage the prospect or account database. a. an account b. a market c. a financial d. a product technical e. past sales

an account

Satisfied customers become​ ________. a. customers who place repeat orders b. the kind of customer that places larger orders c. happy customers d. customers who are more agreeable to future sales proposals e. an auxiliary sales force

an auxiliary sales force

Part two of the sales presentation is called the​ ____________. a. approach b. analysis c. antagonist d. aftermath e. action plan

approach

The six main parts of the presentation plan include​ ________. a. ​approach, need​ discovery, rehearse,​ presentation, close, and servicing the sale b. ​preapproach, approach, need​ discovery, presentation,​ pricing, and close c. ​approach, need​ discovery, presentation,​ pricing, contract, and close d. ​preapproach, approach, need​ discovery, presentation,​ negotiation, and close e. ​approach, need​ discovery, presentation,​ negotiation, close, and servicing the sale

approach, need​ discovery, presentation,​ negotiation, close, and servicing the sale

Salespersons often make the mistake of not​ ________ more than once during the sales process. a. prospecting past customers b. asking for the order c. offering to make a sales presentation to a prospect d. persistently pressing for a decision e. offering alternative solutions

asking for the order

During the sales​ process, salespersons make the mistake of not​ ________. a. asking for the order more than once b. asking for the order at the beginning of the sales presentation c. prospecting past customers d. offering alternative solutions e. offering to make a sales presentation to a prospect

asking for the order more than once

If you have identified a genuine​ need, presented your solution in terms of buyer​ benefits, presented an effective sales​ demonstration, and negotiated buyer​ concerns, the​ ________ close might be the most natural closing method. a. direct appeal b. assumptive c. trial d. multiple options e. ​summary-of-benefits

assumptive

The consultative sales presentation is used by salespersons because it is​ ________. a. ​business-focused and results in higher sales volume and repeat business b. the most popular model and results in more repeat and referred business c. the fastest model and results in more closed sales d. ​employee-focused and results in increased customer satisfaction e. a​ customer-focused selling model that results in increased customer​ satisfaction, more closed​ sales, and more repeat and referred business

a​ customer-focused selling model that results in increased customer​ satisfaction, more closed​ sales, and more repeat and referred business

The effective use of confirmation questions to enhance active listening assures a mutual understanding of​ ________. a. identified needs and solutions b. buying motives c. the required product specifications d. pricing needs e. contract requirements

b. buying motives

Important buying signals might​ ________. a. only surface during negotiations b. be missed by the inexperienced salesperson c. be interwoven into normal conversation d. be missed by the experienced salesperson e. be hidden in a request for proposal

be interwoven into normal conversation

The concept of finding​ "what alternative(s) will be acceptable to you if your negotiation does not​ succeed" is called​ ________. a. acceptable negotiation point or ANP b. best alternative to negotiated agreement or BATNA c. ​buyer-seller negotiation alternative or BSNA d. best negotiated agreement contract or BNAC e. negotiated contract alternative or NCA

best alternative to negotiated agreement or BATNA

One of the primary​ value-added developments in personal selling is the importance of customer​ service, which​ ________________________. a. makes customers more likely to shop around b. guarantees you cannot lose a sale c. builds and extends the partnership d. reduces and shortens the partnership e. alerts competition of new sales methods

builds and extends the partnership

Regarding the specific use of​ questions, research results revealed that the highest performing salespeople used questions to​ ________. a. obtain product specifications b. guide the direction of the sales call and to just prepare for the sales presentation c. build​ clear, complete, mutual​ understanding, and create a sales proposal d. build​ clear, complete, mutual​ understanding; and close the sale e. build​ clear, complete, mutual​ understanding; guide the direction of the sales​ call; and used questioning strategy to facilitate an open exchange of information

build​ clear, complete, mutual​ understanding; guide the direction of the sales​ call; and used questioning strategy to facilitate an open exchange of information

The qualifications that must be available or fulfilled before the sale can be closed are called​ _____conditions. a. buying b. market c. sales d. purchase e. economic

buying

The salesperson can be challenged during the product configuration phase. It is the phase where​ ________. a. buying motives are matched with benefits b. buying motives are matched with properly priced solutions c. buying motives are matched with​ benefits, and a solution is configured and recommended d. buying motives are matched with a set of general benefits e. general solutions are​ configured, priced, and recommended

buying motives are matched with​ benefits, and a solution is configured and recommended

Salespersons continue to strengthen the partnership when they use​ ________. a. follow-up and​ follow-through b. ​follow-up c. ​follow-up, follow-through, and expansion selling d. ​follow-up and expansion selling e. ​follow-up, follow-through, and focused selling

c. ​follow-up, follow-through, and expansion selling

In analyzing each buyer​ concern, the salesperson should try to determine which method can be most effective. In most​ cases, the salesperson can use​ ________. a. only the​ need-satisfaction questions b. a single method such as the superior benefit method c. only the​ need-satisfaction questions method d. the direct denial method e. combination of methods

combination of methods

Need, product,​ source, time, and price are the five categories of​ ________________________________. a. uncommon management b. common competition c. uncommon resources d. common buyer concerns e. common employee turnover

common buyer concerns

The social contact helps build rapport. Building rapport should lead to ____________. a. the customer's openness to a sales presentation b. credibility which builds trust c. willingness by the customer to spend more d. increased sales and repeat business e. establishing product expertise

credibility, which builds trust

The second step in the preapproach process is​ ________. a. getting the​ prospect's attention by performing a needs assessment b. making a favorable first impression by getting the​ prospect's attention c. making a first appointment and transitioning to need identification d. making a favorable first​ impression, getting the​ prospect's attention, and transitioning to need identification e. making a first appointment for a needs assessment

d. making a favorable first​ impression, getting the​ prospect's attention, and transitioning to need identification

Team members should be given​ ________. a. assigned tasks such as creating​ PowerPoints, handouts, or sales quotations b. detailed customer information and be prepared to add value c. detailed information about the​ customer, understand the basics of consultative​ presentations, and be prepared to add value d. detailed information about the customer and understand the basics of consultative presentations e. detailed information about the​ customer, assigned​ tasks, and add value

detailed information about the​ customer, understand the basics of consultative​ presentations, and be prepared to add value

The process of configuring a solution begins shortly after​ ________. a. a customer relationship has been established b. determining and confirming product delivery requirements c. determining and confirming customer needs d. determining and confirming pricing requirements e. determining and confirming financing and payment requirements

determining and confirming customer needs

The sales environment is changing. In competitive​ markets, success increasingly hinges on​ ________. a. being able to meet the price demands of a customer b. being responsive to customer requests c. developing mutually rewarding customer relationships d. being able to replenish inventory just in time e. developing a large pipeline

developing mutually rewarding customer relationships

Research has shown that​ high-performance sales personnel have learned how to​ ________. a. present their sales presentations better than their competitors b. diagnose and solve problems better than their competitors c. perform pricing analysis better than their competitors d. respond appropriately with the right product offerings e. do better background research than their competitors

diagnose and solve problems better than their competitors

Research indicates​ high-performance salespeople have learned how to skillfully use the consultative model to​ ________. a. offer more innovative product solutions b. build larger pipelines c. provide enhanced​ after-the-sale service d. diagnose and solve their​ customers' buying problems better than their competitors e. offer better pricing and contracting terms

diagnose and solve their​ customers' buying problems better than their competitors

The​ ________ close is the most straightforward closing approach and many buyers find it attractive. a. assumptive b. ​summary-of-benefits c. trial d. multiple options e. direct appeal

direct appeal

Team selling is ideally suited to organizations that sell complex or customized products and services that require​ _______________________ between customers and technical experts. a. indirect communication b. mediation c. separation d. settlements e. direct communication

direct communication

The key advantages of a sales team include​ ________. a. finding more sales opportunities at tradeshows and following up on them b. that they can discover more problems and offer more solutions c. finding sales opportunities for the individual salesperson and solving problems d. discovering more problems and sales opportunities e. discovering​ problems, solutions, and sales opportunities than an individual salesperson could discover working alone

discovering​ problems, solutions, and sales opportunities than an individual salesperson could discover working alone

Your​ customer's contact with the competition is inevitable. You should​ ________. a. present the negative aspects of the​ competition's products or services b. present the positive aspects of the​ competition's products or services c. do everything possible to help the customer make an intelligent comparison d. be prepared to renegotiate or revise your proposal e. make the customer aware that reviewing the​ competition's products or service is probably futile and a foolish idea

do everything possible to help the customer make an intelligent comparison

The salesperson should be alert to specific benefits that generate the most​ excitement, which are called​ ________. a. dominant closing signals b. dominant interest motives c. subordinate buying motives d. dominant solution agreement signals e. dominant buying motives

dominant buying motives

There are at least two critical guidelines for creating consultative presentations that include​ ________. These help minimize the possibility that you will spend more time discussing features that provide no benefit to the customer. a. making sure the customer relationship is established and a creative presentation is created b. effective precall presentation and general need discovery c. making sure you have a creative presentation and that it includes discussions about product solutions d. need discovery through market research and general product solutions e. effective precall preparation and​ well-executed need discovery

effective precall preparation and​ well-executed need discovery

There are specific methods of negotiating buyer concerns. Most of these buyer concerns fall into​ ________ types of methods or categories. a. seven b. five c. three d. nine e. eight

eight

Servicing the sale is a major way to create​ value, ensure maximum​ satisfaction, and​ long-term relationships. Critical​ servicing-the-sale activities include​ ________. a. expansion​ selling, making credit​ arrangements, following through on assurances and​ promises, and dealing effectively with complaints b. furnishing customer satisfaction surveys to the client c. assurances that contract obligations have been met d. expansion​ selling, dealing with​ complaints, and securing signed contracts e. expansion selling and making credit arrangements

expansion​ selling, making credit​ arrangements, following through on assurances and​ promises, and dealing effectively with complaints

The informative presentation emphasizes​ ________ often taken from technical​ reports, company-prepared sales​ literature, or written testimonials. a. data from research and development initiatives b. factual information c. only market data d. only engineering information e. theoretical information

factual information

Every salesperson inevitably faces challenges in formal negotiations.​ However, the greatest challenge in almost every negotiation is not to sell on price but to sell products and services based on​ ________. a. fair and unique value propositions b. features and benefits c. differentiating factors d. the competitive advantages e. quality

fair and unique value propositions

The challenge a salesperson faces in almost every negotiation is to sell products and services based on​ ________, not on price. a. a product or​ service's quality b. their competitive advantages c. fair and unique value propositions d. features and benefits of products and services e. differentiating factors

fair and unique value propositions

Strengthening the partnership and adding value extends to personal​ visits, telephone​ calls, email​ messages, letters and​ cards, and call reports. These are examples of​ ________. a. ​follow-up b. ​follow-through c. expansion selling d. partner communications e. corporate public relations

follow-up

When dealing with an unhappy or angry​ customer, it is important to first​ ________. a. avoid personalizing the situation b. refute every objection or claim he or she makes c. give him or her every opportunity to disclose his or her feelings d. immediately make concessions just to keep him or her happy e. counter every objection but be calm

give him or her every opportunity to disclose his or her feelings

​Occasionally, a salesperson will have to deal with an unhappy or angry customer. It is important to​ ________. a. avoid personalizing the situation b. refute every objection or claim he or she makes c. give him or her every opportunity to disclose his or her feelings d. counter every objection but be calm e. immediately make concessions just to keep him or her happy

give him or her every opportunity to disclose his or her feelings

The salesperson will be ______ if the approach is successful. a. consider as a vendor b. able to secure an appointment c. given the opportunity to make a sales presentation d. invited to submit suggestions to fulfill the customer's needs e. given the opportunity to give a quotation to Purchasing

given the opportunity to make a sales presentation

​Product-oriented selling is usually​ ________. a. performed best by a large sales team b. superior to the consultative sales process c. as effective as the consultative sales process d. efficient and effective e. inefficient and ineffective

inefficient and ineffective

Some salespeople make the mistake of waiting until the close to reveal​ ________. a. adding costly product features that the prospect might need b. information about product features c. information that might come as a surprise to the prospect d. pricing details e. information about product solutions

information that might come as a surprise to the prospect

According to research by Neil​ Rackham, the________ has the most impact on the​ buyer's decision to purchase a product. a. product configuration or product solution stage b. pricing and contracting stage c. investigative or need discovery stage d. product specification stage e. personal relationship with the salesperson

investigative or need discovery stage

If you are calling on business​ prospects, the way to overcome need resistance is to prove your product​ ________. a. has better​ after-the-sale service guarantees b. has higher levels of quality control and performance c. will be a better fit for the​ customer's company d. has better features than a​ competitor's e. is a good investment

is a good investment

A closing clue or buying signal​ ________. a. does not mean that the prospect is preparing to make a buying decision b. should not be considered a form of feedback and might not indicate the prospect is preparing to make a buying decision c. is a verbal or nonverbal indication that the prospect is preparing to make a buying decision d. is the verbal indication that the prospect is preparing to make a buying decision e. is the nonverbal indication that the prospect is preparing to make a buying decision

is a verbal or nonverbal indication that the prospect is preparing to make a buying decision

The negotiation process is the process of working to reach an agreement that​ ________. a. is mutually satisfactory to both buyer and seller b. is satisfactory to the seller c. is mutually satisfactory to all parts of the​ value-chain from​ seller, to​ buyer, to other parts of the distribution network d. is satisfactory to the buyer e. brings the highest amount of revenue for the salesperson and the company

is mutually satisfactory to both buyer and seller

In need discovery you assume that the​ client's problem is not​ _____. a. known b. about you c. understandable d. solvable e. relevant

known

A reminder presentation or reinforcement presentation is a strategy to help​ ________. a. maintain market share b. increase market share c. get the client to commit to repeat orders d. create additional sales increases of new products e. remind customers of the products features and benefits

maintain market share

Salespersons should attempt to​ ________ when using tools like​ PowerPoint, Keynote, or​ Corel's Presentations. a. avoid using fonts such Arial or​ Verdana, which are commonplace b. use a working product model of the product as support c. avoid the use of distracting logos or video clips d. integrate very detailed charts and graphs e. make presentations look unique and​ different, but simple

make presentations look unique and​ different, but simple

It is inevitable that sometimes the buyer will say no.​ However, high-performance salespersons can​ ________ after a lost sale. a. reopen the​ negotiations, review the chain of​ events, and discuss with your senior sales management team b. make sure the deal is​ dead, review the chain of​ events, and interview the client c. reexamine the​ proposal, review the chain of​ events, and attempt to renegotiate d. reopen the​ negotiations, review the chain of​ events, and interview the client e. make sure the deal is​ dead, review the chain of​ events, and discuss with your senior sales management team

make sure the deal is​ dead, review the chain of​ events, and interview the client

A major key to an effective customer service strategy is​ follow-through. Key ways a salesperson can add value with​ follow-through include​ ________. a. making​ post-sale financing​ revisions, scheduling​ deliveries, and preventing​ pre-sale problems b. reviewing financing​ terms, scheduling​ deliveries, and preventing​ pre-sale problems c. visiting with the​ customer's management​ team, reviewing the financing​ terms, and planning for the next sale d. making credit​ arrangements, scheduling​ deliveries, and preventing​ pre-sale problems e. making credit​ arrangements, scheduling​ deliveries, and preventing​ post-sale problems

making credit​ arrangements, scheduling​ deliveries, and preventing​ post-sale problems

When collaborating with a potential customer on potential​ solutions, the salesperson should​ ________. a. present solutions that might not be​ relevant, but useful in the future b. match specific benefits with specific buying motives c. match specific benefits with general buying motives d. match a list of generalized benefits with buying motives e. present solutions that are not precisely tailored to the​ customer's needs

match specific benefits with specific buying motives

Body​ movements, facial​ expression, and tone of voice​ ________. a. might be part of a negotiating strategy b. are indicative of whether people are paying attention or not c. might be nonverbal buying clues d. might be a strategy to distract the salesperson e. might not be buying clues

might be nonverbal buying clues

It is important to remember that group presentations are​ ________. a. focused on an extensive number of features and benefits b. unpredictable as to who will be in your audience c. focused on a limited number of complex items that appeal to your prospect d. more challenging and demanding than​ one-on-one-sales presentations e. generally easier to execute because they do not contain diverse pieces or participants

more challenging and demanding than​ one-on-one-sales presentations

The​ four-part need-satisfaction model includes​ ________. a. need​ discovery, solution​ selection, need​ satisfaction, and servicing the sale b. need​ discovery, solution​ options, satisfaction​ exploration, and servicing the sale c. need​ exploration, solution​ selection, need​ satisfaction, and servicing the sale d. need​ agreement, solution​ selection, contracting​ agreement, and servicing the sale e. need​ discovery, solution​ options, need​ satisfaction, and servicing the sale

need​ discovery, solution​ selection, need​ satisfaction, and servicing the sale

To be most​ effective, the presentation should be viewed as a​ four-part process:​ ________. a. need​ discovery; selection of the​ solution; need satisfaction through​ informing, persuading, or​ reminding; and servicing the sale b. need​ agreement, solution​ selection, contracting​ agreement, and servicing the sale c. need​ exploration, solution​ selection, need​ satisfaction, and servicing the sale d. need​ discovery, solution​ options, satisfaction​ exploration, and servicing the sale e. need​ discovery, solution​ options, need​ satisfaction, and servicing the sale

need​ discovery; selection of the​ solution; need satisfaction through​ informing, persuading, or​ reminding; and servicing the sale

In many selling​ situations, the salesperson needs to take responsibility for​ ________. a. explaining all​ terms, conditions, and financing options b. all of the manufacturing oversight of a product c. disclosing all potential flaws and defects that a product possesses d. discussing all product and features if he or she does not fit the solution e. obtaining commitment from the customer

obtaining commitment from the customer

Salespersons, acting as relationship​ managers, play a key role in the development of​ ________. a. international business b. customer relationship management tools c. a basis for repeat business d. strategic alliances e. partnering relationships

partnering relationships

The characteristics of the persuasive communication strategies​ include: ________. a. impersonal and​ objective, intellectual​ response, emphasizes​ features, and​ information-driven b. personal and​ subjective, intellectual​ response, emphasizes​ benefits, and are​ influence-driven c. impersonal and​ objective, emotional​ response, emphasizes​ features, and​ influence-driven d. personal and​ subjective, emotional​ response, emphasize​ benefits, and are​ influence-driven e. impersonal and​ objective, emotional​ response, emphasizes​ features, and​ influence-driven

personal and​ subjective, emotional​ response, emphasize​ benefits, and are​ influence-driven

The third part of the​ need-satisfaction model is​ informing, persuading, or reminding. During this​ process, the salesperson​ ________. a. places less emphasis on questions and more on​ value-adding statements b. asks for the order c. prepares a contract d. places more emphasis on questions and less on​ value-adding statements e. reminds the prospect of the​ competitor's inability to meet product requirements

places less emphasis on questions and more on​ value-adding statements

Salespersons are often tasked with determining which sales strategies to use. The two popular models of analysis they use are the​ ________. a. market analysis model and the sales analytics model b. portfolio model and sales analytics model c. portfolio model and the sales process model d. sales strategy model and the portfolio model e. individual account analysis and the sales potential method

portfolio model and the sales process model

There are generic principles of formal integrative negotiations. The primary components of this process include​ ________. a. creating alternate​ solutions, finding a point of​ agreement, and knowing when to walk away b. preparing for​ negotiations, understanding the​ problem, creating alternate​ solutions, finding a point of​ agreement, and knowing when to walk away c. creating alternative solutions and contracting d. preparing for​ negotiations, knowing the value of what​ you're offering, understanding the​ problem, creating alternate​ solutions, finding a point of​ agreement, and knowing when to walk away e. listening and finding a point of agreement

preparing for​ negotiations, knowing the value of what​ you're offering, understanding the​ problem, creating alternate​ solutions, finding a point of​ agreement, and knowing when to walk away

Preparation for the sales presentation is a​ two-part process. Part one is referred to as the preapproach and involves​ _______. a. developing a presale presentation plan and a customer relationship plan b. preparing presale objectives and​ post-sale objectives c. developing a presale presentation plan and plans for​ post-sale implementation d. preparing presale objectives and developing a presale presentation plan e. preparing presale objectives and plans for the proposal process

preparing presale objectives and developing a presale presentation plan

The first step in the preapproach process is __________ . a. preparing a customer needs assessment and revenue goal b. developing a presale presentation plan c. preparing a customer product needs assessment d. preparing presale objectives and developing a presale presentation plan e. preparing presale objectives

preparing presale objectives and developing a presale presentation plan

Closing a sale can be a complex​ process, so it is always wise for the salesperson to​ ________. a. be​ well-versed in a close that has worked in the past b. preplan several closes c. use a lengthy close d. offer several alternative proposals in order to bring the sale to a close e. use a single best close and be prepared to walk away if it​ doesn't work

preplan several closes

Developing a​ _________________ involves preparing presale​ objectives, developing a presale presentation​ plan, and providing outstanding customer service. a. recruiting plan b. presentation strategy c. establishment plan d. customer strategy e. employment strategy

presentation strategy

After you have configured a solution that matches the​ customer's needs, you must select which​ _______________________________ to emphasize. a. ​eco-workers b. managers c. competitors d. presentation strategy or combination of strategies e. hiring strategy or combination of strategies

presentation strategy or combination of strategies

​_____ is one of the biggest obstacles salespeople have to conquer. a. Product availability b. Product knowledge c. Product performance d. Value identification e. Price objection

price objection

A key thing to keep in mind about complaints is that​ ________. a. customer complaints are generally a way to gain concessions b. customers use complaints to test the​ salesperson's resolve to keep the account c. customer complaints are usually groundless d. customers sometimes complain just to complain e. problems exist when the customer perceives they exist

problems exist when the customer perceives they exist

The process of selecting the right solution is called​ ________. a. product development b. product solution planning c. product configuration d. solution selling e. the​ solution-buying motive process

product configuration

The​ pace, scope, and time allocated to need discovery might depend on a variety of​ factors, but there are generally several major factors. The major factors include​ ________. a. product​ sophistication, price, engineering design​ deadlines, and time available for discussion between salesperson and prospect b. product​ sophistication, manufacturing​ requirements, and time available for discussion between salesperson and prospect c. ​price, customer's product​ knowledge, and time available for discussion between salesperson and prospect d. product​ sophistication, price,​ customer's product​ knowledge, and time available for discussion between salesperson and prospect e. product​ sophistication, price,​ customer's contracting​ requirements, and time available for discussion between salesperson and prospect

product​ sophistication, price,​ customer's product​ knowledge, and time available for discussion between salesperson and prospect

Selling tools that are used to demonstrate the benefits of your solution and add value to the sales presentation are also called​ ________. a. ​value-add tools b. solution​ value-add tools c. proof devices or marketing tools d. ​solution-benefit tools e. solution demonstration devices

proof devices or marketing tools

The evaluation and qualifying process is normally the first opportunity salespeople have to consider​ ________ a. whether the prospect is ready to "buy now" b. prospect needs and how they match with your product characteristics c. whether they are appropriate strategic partners d. the financial potential of an account e. potential product specifications that the prospect will require

prospect needs and how much they match with your product characteristics

The sales process​ (or sales​ funnel) model includes the following​ steps: ________. a. ​prospect, qualify,​ presentation, negotiations, and​ closed/service b. ​qualify, needs​ analysis, presentation,​ negotiations, and closed c. ​prospect, qualified, needs​ analysis, presentation,​ negotiations, and​ closed/service d. ​prospect, needs​ analysis, presentation,​ negotiations, and​ closed/service e. ​prospect, needs​ analysis, presentation,​ negotiations, and closed

prospect, qualified, needs​ analysis, presentation,​ negotiations, and​ closed/service

You​ identify, locate, and profile your​ ___________ by analyzing your product and current customers. a. sales increase b. production opportunities c. sales goals d. sales decrease e. prospects

prospects

The goal of prospecting is to build a qualified prospect base made up of​ ________. a. past customers b. tradeshow leads and referrals c. prospects d. tradeshow leads e. prospects and customers

prospects and customers

Servicing the sale is a major dimension of the selling​ process, with the objectives of​ ________. a. keeping the customer happy and averting product returns b. maximizing revenue and establishing a​ long-term partnership c. providing maximum customer satisfaction and obtaining repeat business d. providing maximum customer satisfaction and establishing a​ long-term partnership e. obtaining repeat business and maximizing revenue

providing maximum customer satisfaction and establishing a​ long-term partnership

Use of any closing method that is perceived by the customer as​ _______________________ will damage your chances of building a​ long-term partnership. a. similar to the competition b. uncalculated c. traditional d. pushy or manipulative e. nontraditional

pushy or manipulative

Prospecting techniques produces a list of names that must be evaluated using criteria developed by each salesperson. The process of prospect evaluation is called​ ________. a. need identification b. prospect analysis c. qualifying d. cold calling e. networking

qualifying

During need​ discovery, the effective use of​ ________ to achieve need identification and need satisfaction is one of the greatest challenges facing most professional salespersons. a. the customer relationship management system b. questions c. competitive analyses d. market data e. a​ customer's prior purchase data

questions

​________ leads result in higher close​ rates, larger​ sales, and shorter sales cycles. a. trade advertising b. social media c. tradeshow d. website e. referral

referral

Before you ask the​ _____ customer for a buying​ decision, make sure you review important factual information. a. reflective b. sensitive c. emotive d. directive e. supportive

reflective

Salespeople skilled in adaptive selling understand that they must consider how the​ ________ strategies can enhance the sales presentation. a. team, product, and customer b. team, relationship, and presentation c. relationship, product, and customer d. team, product, and presentation e. relationship, team, and presentation

relationship, product, and customer

The presentation strategy combines elements of the​ ________________ strategies. a. relationship, marketing, and customer b. relationship, product, and customer c. product development, customer and sales d. relationship, customer, and sales e. product, vendor, and customer

relationship, product, and customer

Negotiations can happen at any stage of the sales​ process, but in most cases the most important negotiations will take place during the​ ________ stage of the buying process. a. resolution of problems b. implementation c. contracting d. purchase e. evaluation of solutions

resolution of problems

Salespersons need to be prepared for certain tactics during negotiations. Buyers who are trained in negotiations often​ ________. a. attempt​ let us-split-the-difference as a primary tactic to get price concessions b. try stalling techniques in hopes the salesperson will concede on pricing c. use budget limitations as a primary tactic to get price concessions d. use​ take-it-or-leave-it as a primary tactic e. resort to a number of tactics

resort to a number of tactics

​Thoughts, feelings, and behavioral patterns that conspire to limit what a salesperson is able to accomplish is called​ ________ . a. networking reluctance b. sales call reluctance c. fear of sales goal failure d. presentation fright e. sales call block

sales call reluctance

Common methods of collecting and organizing prospect and account information include​ ________. a. sales force automation systems or customer relationship management systems (CRMs) b. spreadsheets c. prospect contact databases d. project management systems e. business sales data systems

sales force automation systems or customer relationship management systems (CRMs)

​________ is the type of information that goes beyond sales data such as the​ marketplace, a​ prospect's company, and even the prospects themselves. a. marketing research b. qualitative research intelligence c. quantitative research intelligence d. corporate research e. sales intelligence

sales intelligence

As the​ ________, expansion selling opportunities might present themselves. a. salesperson learns more about the customer b. salesperson learns more about the​ customer's competition c. salesperson learns about other salespersons d. salesperson and customer enter a social relationship e. customer learns more about the salesperson

salesperson learns more about the customer

The second part of the consultative sales process consists of selecting or configuring a solution that​ ________. a. meets product specifications b. satisfies the​ prospect's buying motives c. satisfies a global product or technology need d. meets market needs e. satisfies your sales goals and objectives

satisfies the​ prospect's buying motives

Active listening is​ ________, both in terms of content and meaning. a. sending back to the prospect what you as a listener think the prospect meant b. sending back to the prospect what you heard about the​ prospect's pricing requirements c. making assumptions about what the prospect meant d. sending back what the prospect said about product specifications e. listening for key closing signals and agreement

sending back to the prospect what you as a listener think the prospect meant

The use of​ web-based presentations using tools like WebEx or GoToMeeting enable the salesperson to​ ________. a. show PowerPoint​ presentations, present product​ features, and conduct​ question-and-answer sessions in real time b. use presentations that can be viewed​ 24/7 c. show a presentation to a large group without having to deal with interaction d. take the presentation with him or her to the​ client's location e. show PowerPoint presentations and present product features in real​ time, but avoid​ question-and-answer sessions

show PowerPoint​ presentations, present product​ features, and conduct​ question-and-answer sessions in real time

Use​ ________ to control the flow of information and draw out the customer. a. graphs and charts b. questions about the​ prospect's personal life c. silence d. ​thought-provoking comments e. product demonstrations

silence

With a planned consultative​ presentation, the salesperson is considered​ a________. a. strategic resource and partner for the customer b. competent salesperson with a suite of potential general products or services c. source with several preprepared solutions that have been successful in the past d. source that will offer a number of standard solutions e. provider of a product or service

strategic resource and partner for the customer

Asking for the order is less difficult if the salesperson is​ ________. a. positive and upbeat b. strategically prepared to do whatever it takes to close the sale c. strategically prepared for negotiations d. strategically prepared to compromise e. strategically prepared for the close

strategically prepared for the close

The proper attitude during closing should be viewed as a​ ________. a. strategy to create repeat sales b. way to win at the expense of the customer c. strategy to write the largest possible order d. path to make monthly sales goals e. strategy to help the customer make the correct decision with the best solution

strategy to help the customer make the correct decision with the best solution

Dealing effectively with an unhappy customer should be thought of as an opportunity to​ ________. a. prevent product returns b. prevent the customer from giving others negative feedback c. strengthen the business relationship d. save the sale e. offer additional concessions to preserve the relationship

strengthen the business relationship

Dealing effectively with an unhappy customer should be thought of as an opportunity​ to________. a. offer additional concessions to preserve the relationship b. save the sale c. prevent the customer from giving others negative feedback d. prevent product returns e. strengthen the business relationship

strengthen the business relationship

The most effective sales process is characterized by​ two-way communication. It should be encouraged with​ ________. a. ​survey, probing,​ confirmation, divergent-convergent, and​ need-satisfaction questions b. ​survey, probing,​ confirmation, summary-confirmation, and​ need-satisfaction questions c. ​survey, probing,​ evaluative, evaluative-confirmation, and​ need-satisfaction questions d. quantitative​ questions, probing,​ confirmation, summary-confirmation, and​ need-satisfaction e. ​survey, probing,​ confirmation, summary-confirmation, and​ statement-of-fact questions

survey, probing,​ confirmation, summary-confirmation, and​ need-satisfaction questions

The elements of the persuasive presentation strategy​ include: emphasize the​ relationship, ________. a. target emotional​ links, sell specific​ benefits/get reactions,​ attention-getting showmanship, exaggerate negative change​ impact, place strongest appeal at beginning or​ end, and use power of association b. target emotional​ links, sell specific​ benefits, use​ attention-getting showmanship, exaggerate negative change​ impact, place strongest appeal at beginning or​ end, and use power of association c. target emotional​ links, sell specific​ benefits/get reactions, appropriate use of​ showmanship, minimize negative change​ impact, place strongest appeal at beginning or​ end, and use power of association d. remain​ unemotional, do not sell specific​ benefits/get reactions, appropriate use of​ showmanship, minimize negative change​ impact, place strongest appeal at beginning or​ end, and use power of association e. target emotional​ links, sell specific​ benefits/get reactions, appropriate use of​ showmanship, exaggerate negative change​ impact, place strongest appeal at beginning or​ end, and avoid power of association

target emotional​ links, sell specific​ benefits/get reactions, appropriate use of​ showmanship, minimize negative change​ impact, place strongest appeal at beginning or​ end, and use power of association

The ultimate goal of formal integrative negotiations is to achieve​ win-win solutions by offering buyers​ ________. a. their desired price point b. the price and terms that they demand c. a product they want with the specific delivery terms they want d. a product they want at the price they want e. the value they appreciate without compromising the​ sellers' benefits

the value they appreciate without compromising the​ sellers' benefits

Several of the most common causes of customer attrition include the​ following: ________. a. the customer moves or is​ acquired, customer is unhappy with the​ after-the-sale services, and a loyal buyer goes to new company or leaves b. the purchase was a​ one-time need, customer has issues with the sales​ team, and customer moves or is acquired c. the purchase was a​ one-time need, product​ dissatisfaction, and customer moves or is acquired. d. product​ dissatisfaction, dissatisfaction with​ after-the-sale service, and the customer moves or is acquired e. the purchase was a​ one-time need, customer moves or is​ acquired, and a loyal buyer goes to new company or leaves

the purchase was a​ one-time need, customer moves or is​ acquired, and a loyal buyer goes to new company or leaves

Negotiate a​ win-win solution to​ ________ before you attempt to close the sale. a. pricing b. product solutions c. the terms and conditions d. the tough points e. the financing options

the tough points

Salespeople use the consultative sales presentation because​ ________. a. it results in higher sales volume and repeat business b. it results in more closed sales c. it results in increased customer satisfaction d. it results in more repeat and referred business e. this​ customer-focused selling model results in increased customer​ satisfaction, more closed​ sales, and more repeat and referred business

this​ customer-focused selling model results in increased customer​ satisfaction, more closed​ sales, and more repeat and referred business

Long sales cycles require multiple commitments. These commitments need to be obtained from the prospect​ ________. a. throughout the​ post-sale process b. primarily in the proposal process c. throughout a​ multi-call sales presentation d. mostly in the preapproach presentation e. throughout the contracting process

throughout a​ multi-call sales presentation

Satisfied customers are most likely​ ________. a. one of the sources for repeat orders b. to call your sales manager and compliment him or her on the job you did c. to become a source for new product ideas d. to become a source for larger orders e. to become a source for new prospects

to become a source for new prospects

Salespersons need to direct the​ customer's attention​ ________ to overcome price concerns. a. to the sales​ presentation, which includes a focus on price b. to the discussions of volume pricing that can be extended c. by apologizing for the pricing structure in a straightforward manner d. to other areas of concern the customer might have about the product or service e. to the​ value-added features of the product or service

to the​ value-added features of the product or service

There are several types of closing methods. The​ ________ close is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy. a. ​ready-to-buy b. tentative c. exploratory d. preliminary e. trial

trial

For a group presentation to be​ effective, every team member needs to​ ________. a. understand he or she is not to answer questions from key decision makers b. be assigned a specific role and a script c. understand his or her responsibility and the time he or she will be given for the portion of the presentation d. have already met or become familiar with the prospect e. understand that the questions should be left to those with technical expertise

understand his or her responsibility and the time he or she will be given for the portion of the presentation

Preparation for the close involves​ ________. a. understanding customer​ needs, suggesting preselected​ solutions, and planning appropriate closing methods b. understanding customer​ needs, custom-fitting​ solutions, and doing little preparation for the closing c. predetermining customer​ needs, custom-fitting​ solutions, and planning appropriate closing methods d. understanding customer​ needs, custom-fitting​ solutions, and planning appropriate closing methods e. predetermining customer​ needs, suggesting preselected​ solutions, and planning appropriate closing methods

understanding customer​ needs, custom-fitting​ solutions, and planning appropriate closing methods

An important selling method that often adds value and is an effort to sell better quality products is known as​ ________. a. recommendation selling b. suggestion selling c. ​full-line selling d. ​cross-selling e. upselling

upselling

​________ is an important selling method that often adds value and is an effort to sell better quality products. a. ​Cross-selling b. Suggestion selling c. Recommendation selling d. ​Full-line selling e. Upselling

upselling

Research results reveal that the highest performing salespeople used questions to build​ clear, complete, mutual​ understanding; guide the direction of the sales​ call; and_____________________________. a. called upon​ higher-level managers to address customer concerns b. called upon​ lower-level employees to address customer concerns c. advised customers that they need not question the information provided d. used questioning strategy to limit an open exchange of information e. used questioning strategy to facilitate an open exchange of information

used questioning strategy to facilitate an open exchange of information

When you build​ _____ into your sales​ process, you increase the odds that the customer will give you a referral. a. extra promotion funds b. value c. a price discount d. new products e. fast shipping

value

Consultative selling is a very​ customer-centric form of selling that creates​ ________. a. value for the customer and the firm b. larger margin sales c. a​ one-of-a-kind sale d. ​product-oriented efficiencies e. value for the sales team only

value for the customer and the firm

Closing the sale is usually easier if you look at the​ _____ from the​ prospect's point of view. a. timing of the sale b. value proposition c. price d. product e. market

value proposition

Salespersons need to be prepared to substantiate certain points presented during the sales presentation that represent the​ ________. a. value proposition b. sales proposition c. price proposition d. product warranties e. product or service claims

value proposition

The salesperson must be alert to closing clues from the prospect. The primary clue or set of clues includes​ ________. a. the verbal indication that the prospect is preparing to make a buying decision b. verbal and nonverbal clues that the prospect is preparing to make a buying decision c. using a nonverbal clue such as bringing the chief financial officer to the initial sales presentation d. the nonverbal indication that the prospect is preparing to make a buying decision e. using a nonverbal clue such as bringing the purchasing director to the initial sales presentation

verbal and nonverbal clues that the prospect is preparing to make a buying decision

Closing should not be viewed as a strategy to​ ___________________________. a. close a sale b. create a​ long-term partnership c. find the best solution for the customer d. create a​ win-win scenario e. win at the expense of the customer

win at the expense of the customer

There are three types of​ need-satisfaction presentation strategies. These are​ ________. a. ​reporting, demonstration, or reminding strategies b. ​reporting, persuasion, or reminder presentation strategies c. ​informing, analyzing, or reminding strategies d. ​reporting, demonstrating, or reminding strategies e. ​informative, persuasive, or reminder presentation strategies

​informative, persuasive, or reminder presentation strategies

The great majority of buyer concerns fall into five categories. Those categories are​ ________. a. ​need, product,​ price, shipping, and distribution b. ​need, product, vendor​ qualifications, price, and contracting requirements c. ​need, product,​ price, vendor​ qualifications, and source d. ​need, product,​ source, time, and price e. ​need, product,​ price, contracting​ obstacles, and shipping

​need, product,​ source, time, and price

The informative presentation is commonly used to introduce​ ________. a. products or services that need little or no explanation b. new​ products, which are less complex and less innovative c. products or​ services, which are essentially​ non-complex d. only new consumer products or services e. ​new, highly complex products and services of a technical nature

​new, highly complex products and services of a technical nature

The use of negotiating methods and combinations varies depending on the particular combination of​ salesperson, ________. a. ​prospect, product​ specifications, and pricing requirements b. ​product, services, and prospect c. ​product, price, and prospect d. ​product, services, and manufacturing requirements e. ​prospect, product, and contracting requirements

​product, services, and prospect

Verbal closing clues can be divided into​ categories, which are​ ________. a. ​questions, negative product​ statements, and requirements b. ​objections, recognitions, and requirements c. recognitions and requirements d. questions and requirements e. ​questions, recognitions, and requirements

​questions, recognitions, and requirements