MARK 3337 EXAM 3
6) The "feel-felt-found" method is used in conjunction with which of the following? A) indirect denial B) direct denial C) trial offer D) superior benefit E) demonstration
A
6) The best selling tool is most often: A) the product B) a photograph or illustration C) testimonials of satisfied customers D) videocassette recordings E) a referral
A
26) If the customer's problem is not solved by any of the products or services the salesperson sells, then it is appropriate for the salesperson to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution
A
1) Buyers trained in price negotiation use all of the following tactics EXCEPT: A) product compromise B) split the difference C) budget limitation D) take it or leave it E) if...then
A
1) Japanese business etiquette dictates that: A) the use of first names not take place until an invitation to do so is extended B) the individual is more important than the group C) aggressive sales techniques be employed D) business cards be exchanged and then placed in the pocket E) the sales cycle be shortened as much as possible
A
1) Raymundo is trying to develop a presentation strategy. One of the prescriptions he should follow is: A) prepare objectives B) become a product expert C) configure value-added solutions D) discover customer needs E) recognize closing cues
A
1). The Care Trak salesperson successfully sold his product at the nursing home because he: A) overcame the prospect's doubts with a demonstration B) converted features to benefits C) covered one idea at a time D) appealed to more than one sense E) did not assume too much technical knowledge
A
11) Jeremiah knows that it is possible to prepare a sales demonstration that is too structured and so mechanical that the prospect feels like a number. Marketing people refer to this as what effect of the selling-buying process? A) Depersonalization B) personalization C) focalization D) massification E) concentration
A
11) The act of presenting product appeals so as to influence the prospect's beliefs, attitudes, or behavior to encourage the buyer to make a buying decision is referred to as which of the following presentations? A) persuasive B) reminder C) media D) informative E) customer
A
11) Which of the following is an acceptable way to cope with the loyalty objection? A) Work on recruiting internal champions to build more support for your message. B) Point out, in specific terms, the weak points of the competing product. C) Point out how dependence on just one supplier can be risky. D) Encourage the prospect to quit the present supplier. E) Undermine confidence in the current supplier by intimating that the company is having financial troubles.
A
11) Words or phrases that suggest pictorial relationships between objects and ideas are called: A) metaphors B) abstract expressions C) conjunctions D) modifiers E) picturesque language
A
16) Obtaining permission to ask questions is one way of transitioning from the: A) approach B) close C) presentation D) negotiation E) demonstration
A
16) Statements, reports, testimonials, customer data, and photographs are all examples of: A) proof devices B) presentation software C) PowerPoint slides D) product literature E) presentation strategies
A
16) The step in the Presentation Plan involving reviewing goals and making initial contact is the: A) approach B) presentation C) demonstration D) negotiation E) close
A
21) A salesperson uses which of the following to discover needs, confirm the selection, and resolve complaints? A) questioning skills B) presenting benefits C) demonstrating skills D) negotiating skills E) closing skills
A
21) If a customer becomes used to the high quality of service and begins to view the service as a commodity, a salesperson should: A) periodically remind the customer of the value-added by the service B) ask the customer to switch to another provider C) give the customer a price discount D) perform a persuasive presentation E) reinforce the customer's loyalty with presents
A
21) Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics? A) budget limitation tactic B) take-it-or-leave-it tactic C) let-us-split-the-difference tactic D) "if...then" tactic E) "sell low now, make profits later" tactic
A
26) All of the following are guidelines for presenting in front of a group EXCEPT: A) Identify and present primarily to the main decision-maker. B) Identify the titles and roles of the people who will attend. C) Check out the meeting room in advance. D) Be sure your presentation is characterized by clarity and simplicity. E) Anticipate questions you are likely to be asked and be prepared with answers that are concise and persuasive.
A
26) All of the following thought patterns may be responsible for sales call reluctance EXCEPT: A) fear of showing the product B) fear of taking risks C) fear of group presentations D) lack of self-confidence E) fear of rejection
A
6) Sometimes used in conjunction with company supplied forms, these types of questions are often used in service, retail, wholesale, and manufacturing selling: A) preplanned questions B) problem questions C) implication questions D) organization questions E) specific benefit questions
A
6) Which of the following statements concerning selling in England is true? A) In England, it is poor manners to discuss business after the business day. B) You should expect a quick decision on the part of the client. C) The British are fine with informal introductions. D) Critiquing the competition's offering is acceptable and even expected. E) The British tend to be very expressive and casual.
A
2) The process of sending back to the prospect what you as a listener think the person meant, both in terms of content and in terms of feelings, is referred to as: A) surveying B) active listening C) probing D) configuring a solution E) interaction
B
12) One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting. Which of the following approaches is this? A) product demonstration B) agenda C) social D) referral E) customer benefit
B
12) Which of the following is NOT true of doing business in Italy? A) Business people tend to be quite formal in terms of introductions and dress. B) Entertaining clients at your home is considered better than doing so in a restaurant. C) A nominal gift such as a bottle of wine for the holiday is quite common. D) Most Italian business people are not in a hurry, so patience is important. E) Professional titles are used quite often in business dealings.
B
12) Yvette has been told by her sales manager that she should use more "figurative language" during her sales presentations. Yvette should increase her use of: A) emotional link B) metaphors C) bridge statements D) persuasive words E) features
B
17) A feeling of ownership in the customer creates: A) a sense of camaraderie B) a desire to own the product C) a lag in the desire to purchase the product D) word-of-mouth sales E) resistance to price increases
B
17) Although it seems counter-intuitive, one way to strengthen a customer relationship is to recommend: A) that the customer purchase large volumes B) that the customer purchase from another source C) that the customer be serviced by a different salesperson D) that the customer be dropped if it is not profitable E) the the customer be given presents
B
2) Mario Cortez is preparing a sales demonstration that will be presented to a buying team made up of health care personnel. It is very important that he: A) recognizes that printed documents provide the only credible form of proof for the audience B) understands that communication via the spoken word alone is very difficult C) conducts the demonstration at a hotel or motel D) develops a highly structured demonstration that will save time E) save all the questions for the end of the presentation
B
2) The six-step presentation plan includes which of the following steps: A) rehearsing, initial contact, presenting, demonstrating, closing, and servicing B) approach, presentation, demonstration, negotiation, close, and servicing the sale C) custom fitting, presentation, demonstration, negotiating, communicating, and closing D) initial contact, presentation, demonstration, communication, closing, and servicing E) preapproach, approach, rehearsing, presentation, negotiation, and closing
B
2) Which of the following is an acceptable method of negotiating the price objection? A) Make price the focal point of your presentation. B) Explain and demonstrate the difference between price and cost. C) Focus your comments on an individual product feature. D) Apologize for high prices. E) Lower the price if the customer balks.
B
22) An approach that gets the prospect thinking about a problem the salesperson can solve is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
B
22) During the benefit approach, to match up solutions, and build support for the solution, the salesperson uses: A) questioning skills B) presenting benefits C) demonstrating skills D) negotiating skills E) closing skills
B
22) Salespeople should make benefit statements that: A) cannot be matched by competitors B) match the specific needs of the customer C) match the needs of the typical buyer D) are included as part of every presentation E) are mostly true
B
27) One danger of relying too heavily on a technical presentation is: A) bringing along heavy equipment B) missing the opportunity to create a relationship with the customer C) impressing the customer with your technical savvy D) failing to convey product knowledge E) using unnecessarily expensive devices
B
27) Practicing an approach before making initial contact is beneficial because: A) optimism is crucial to successful selling B) rehearsal reduces the chances that you will make a mistake C) you will rehearse so much that the presentation will sound "canned" D) some anxiety is normal E) it helps you develop a deeper commitment to your goals
B
27) The philosophy of the training course Action Selling is that the key to sales success is: A) telling customers about the product B) asking customers questions C) closing deals with customers D) providing adequate reasoning E) making many sales calls
B
28) Reminder presentations are often performed by: A) call center employees B) sales managers C) missionary salespeople D) technical employees E) marketing managers
B
7) Test results are most effective as a demonstration tool when: A) they are part of a bound paper presentation B) they come from a respected independent agency C) they have been presented to the prospect in a spreadsheet or chart D) they demonstrate that the product is superior to the competition E) they have been sponsored by the vendor
B
7) The dimensions of need discovery include all of the following EXCEPT: A) asking appropriate questions B) configuring a solution C) listening to customer response D) establishing a buying motive E) acknowledging customer response
B
7) When a customer raises a valid objection that cannot be answered with a denial, the salesperson should consider using any of the following methods, EXCEPT: A) questions B) the back-pedal C) a combination approach D) a demonstration E) superior benefit
B
7) Which of the following prescriptions is part of the presentation strategy? A) Build a strong prospect base. B) Prepare a presale presentation plan needed to meet objectives. C) Assume a role of mentor and associate. D) Project a positive sales image. E) Focus on relationships.
B
13) All of the following statements regarding audiovisual presentations are true EXCEPT: A) Never rely too heavily on "bells and whistles" to sell your products. B) At the conclusion of the presentation, review the key points. C) Show the entire presentation and then answer questions. D) Be sure the prospect knows the purpose of the presentation. E) Be prepared to stop the presentation to clarify a point or to allow the prospect to ask questions.
C
13) Of the principles listed below, the best principle to follow to make your presentations effective is to: A) be technical; show the prospect your knowledge of the product B) emphasize your product's features C) keep it simple and straightforward D) only use information-gathering questions E) use charts or presentation software
C
18) A presentation strategy that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
C
18) The salesperson may find which of the following tactics used by a buyer a fair deal? A) budget limitation tactic B) take-it-or-leave-it tactic C) let-us-split-the-difference tactic D) "if...then" tactic E) "sell low now, make profits later" tactic
C
18) When using graphs and charts, the salesperson: A) should assume the customer will understand them B) should move past them quickly C) should interpret them for the customer D) should assume the customer will read them after the presentation E) should bring only one or two hard copies, even when presenting for a group
C
23) A salesperson that represents a company with many products will need to make decisions to: A) sell the products that have the highest profit margin B) sell the customer the products that everyone buys C) configure a solution for the customer D) create value by including all the products in the solution E) sell the highest dollar value within budget constraints
C
23) An approach that goes directly to showing the product to the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
C
23) During the product approach and to strengthen product claims, the salesperson uses which of the following? A) questioning skills B) presenting benefits C) demonstrating skills D) negotiating skills E) closing skills
C
28) A successful sales presentation is: A) the result of careful script-writing B) conducted the same way each time C) a model of good two-way communication D) more about the salesperson than the customer E) one that ends in a close
C
28) It is vital to treat secretaries, assistants, and receptionists with respect because: A) they are a central part of the buying center B) they usually have decision making powers C) they control your access to the decision makers D) they have final sign-off on purchases E) they will be the end-users of your product
C
3) A major reason for using summary confirmation questions is to clarify and confirm: A) a benefit B) a feature C) the customer's several buying conditions D) the customer's perception of your product E) a need
C
3) Adding value with a cluster of satisfactions would be an effective way to deal with: A) time and product resistance B) need and product resistance C) price resistance D) time and need resistance E) need resistance
C
3) The major purpose of the approach is to: A) build desire for your product B) encourage the prospect to buy your product C) capture the prospect's full attention and build interest in the product D) gather facts about the prospect's authority to buy your product E) get attention any way possible
C
3) When prospects participate in a sales demonstration, they: A) tend to bond with the salesperson B) usually ask more questions C) receive one of the most effective sales demonstrations D) almost always buy the product E) talk more than the salesperson does
C
8) Paolo Rodrigues is a sales rep employed by Montano Travel Services. He is preparing to demonstrate a very complex computerized reservation system at a meeting with a corporate client. Which of the following guidelines would be most helpful as he conducts the demonstration? A) Use showmanship to build interest in the new reservation system. B) Use a portfolio to organize the key sales goals. C) Offer one idea at a time, and be sure that the customer understands each point before moving on. D) Be sure the sales demonstration gives the prospect a temporary feeling of ownership. E) Use the customer's own computer to demonstrate the product.
C
8) Trish asks her customer, "Who do you buy your supplies from now?" Which type of question is this? A) confirmation B) probing C) survey D) need-satisfaction E) referral
C
8) Which of the following statements is FALSE? A) The inflexible canned sales presentation violates the major tenets of consultative selling. B) Some sales presentations require a team approach. C) Salespeople should concentrate on a single objective for each sales call. D) Increasingly, there are more decision-makers involved in selling situations. E) A receptionist or secretary can control who meets with a decision maker.
C
9) In the field of personal selling, persuasion: A) does not belong in a consultative style sales presentation B) will offend many customers who want to make up their own mind C) seldom achieves the goal of closing the sale D) is an acceptable strategy once a need has been identified and a suitable product has been selected E) is considered old-fashioned
D
9) One of the most common forms of buyer resistance and one of the most common excuses is: A) lack of recognition of need for the product B) personality conflict with the salesperson C) loyalty to another firm D) resistance to price E) dispute about payment terms
D
4) Which of the following statements indicates the salesperson is using the "survey" approach? A) "Would you be interested in a security system that is currently used by most major banks in America?" B) "Tammy Williams, buyer for the Mayfield Company, has been very pleased with our line of drapes and suggested I arrange to show you our products." C) "I am anxious to show you our newest copy machine." D) "I want to study your traffic patterns to be sure that our product meets your needs." E) "Please accept this sample of our floor cleanser."
D
24) If the customer is aware of the problem and the salesperson sells a product that can solve the problem, the salesperson should: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution
D
9) The statement, "This product is convenient, priced right and ready to use," is an example of which of the following approaches? A) premium B) survey C) product D) benefit E) systems
D
29) Preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service are the three parts of: A) the customer alliance B) the presale approach C) the presentation plan D) the presentation strategy E) the followup
D
29) Salespeople need to be prepared for a presentation to do all of the following EXCEPT: A) deviate from a standard script B) run longer than planned C) create an in-depth conversation with the buyer D) be identical to the other presentations given that day E) identify problems the product cannot solve
D
29) The connectors between your messages and the internal emotions of the prospect are called: A) metaphors B) appeals C) stories D) emotional links E) testimonials
D
4) Resistance to the product is usually caused by all of the following EXCEPT: A) the product is not well established B) the present product is satisfactory C) friends or acquaintances did not like the product D) the product has been given a low rating by the competition E) the price is higher than competing products
D
4) Which type of questions help the salesperson discover facts about the buyer's existing situation, and are often the first step in the partnership-building process? A) confirmation questions B) closed questions C) open questions D) general survey questions E) probing
D
4) Which of the following is an accurate statement regarding the sales presentation? A) It is best to communicate all you know about the product to the customer. B) The location of the sales demonstration is not likely to make a difference. C) Each product feature is of equal importance to the customer. D) Appealing to the prospect's senses makes the sales demonstration more powerful. E) A sales presentation that does not use technology is not likely to be successful.
D
9) An effective sales demonstration is the result of both: A) showmanship and visual stimulation B) timeliness and talent C) confidence and congeniality D) planning and practice E) personality and skills
D
14) An example of a probing question would be: A) "What amount of time do you currently spend on the telephone?" B) "What type of security system do you currently use?" C) "Would you like me to write up the order?" D) "Would a 20 percent reduction in turn-around time improve your profit picture?" E) "Can I show you how our product works?"
D
14) Which of the following is an effective suggestion for dealing with sales call reluctance? A) Try to avoid feeling anxious about the initial contact. B) Do not anticipate success because you may become overconfident. C) Avoid the loss of spontaneity that often comes with a well-rehearsed approach. D) Develop a deeper commitment to your goals. E) Develop a healthy sense of realism about your prospects.
D
14) Which of the following statements concerning laptop computers is FALSE? A) Laptop computers can allow instant order placement. B) Salespeople can customize their presentations through laptop technology. C) Many of the things needed during a sales presentation can be stored in a laptop. D) Thirty-seven percent of salespeople use laptops to deliver their sales presentations. E) Presentation tools such as PowerPoint presentations and web demonstrations are performed on laptops.
D
19) A presentation strategy that influences the prospect's beliefs, attitudes, or behavior and encourages buyer action is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
D
19) Balance of power is the issue a salesperson must take into consideration when deciding how to respond to which of the following tactics? A) budget limitation tactic B) take-it-or-leave-it tactic C) let-us-split-the-difference tactic D) "if...then" tactic E) "sell low now, make profits later" tactic
D
19) PowerPoint presentations are an easy and inexpensive way to give a(n): A) sample of product literature for the customer to keep B) interactive demonstration C) sample of your product D) professional-looking presentation E) research summary
D
24) A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
D
24) A salesperson uses which of the following to overcome objections? A) questioning skills B) presenting benefits C) demonstrating skills D) negotiating skills E) closing skills
D
10) All of the following are examples of a presentation objective EXCEPT: A) obtain personal and business information to establish the customer's file B) establish rapport with the customer C) provide value justification in terms of cost reduction and increased revenues D) begin building a relationship with the customer E) acquire information needed for a routing plan
E
10) If a salesperson was attempting to develop a feeling of ownership in a prospect shopping for a diamond ring, s/he might: A) explain the concept of the four C's B) explain the store's installment payment plan for the item C) lay the ring on black velvet to enhance its brilliance D) inform the customer of the gem's clarity E) encourage the customer to try it on
E
10) If you are familiar with your product as well as your competition's product, which method of negotiating buyer resistance is one of the most convincing ways to overcome buyer skepticism? A) defamation B) trial offer C) third-party testimony D) indirect denial E) demonstration
E
10) Which of the following is NOT one of the parts of the Consultative Sales Presentation Guide? A) selection of the solution B) servicing the sale C) need satisfaction D) need discovery E) strategic planning
E
15) A major reason for asking survey questions is to: A) find out if the customer possesses a view point that may serve as a barrier to closing a sale B) find out if your message is getting through C) qualify the prospect D) confirm that the prospect understands the basic facts about the product E) collect basic facts about the buyer's existing situation and problem
E
15) Gary Eberle, owner of Eberle Winery, recognizes that the presentation of a quality wine should reach the prospect through the following senses: A) taste, touch, and smell B) touch, sight and feel C) taste, touch and investment value D) hearing, feel and spirit E) taste, smell, sight and hearing
E
15) The statements, "The certificate of deposit represents a safe investment, but you may want to examine some options that will give you a better return on your investment. Completion of our Financial Planning Profile questionnaire can help us identify investment options," provide an example of: A) a comment on here-and-now observation approach B) the question approach C) the survey approach D) the method approach E) the combination approach
E
20) A presentation strategy that maintains an ongoing awareness and familiarity with product lines, often after the sale, is the: A) technical presentation strategy B) probing presentation strategy C) informative presentation strategy D) persuasive presentation strategy E) reminder presentation strategy
E
20) Web-based demonstrations can be an effective way to present when it is: A) imperative that a customer see a full product demonstration B) important to meet face-to-face C) important to impress the buyer with technology D) too difficult to coordinate schedules of the attendees E) impossible or expensive to present in person
E
25) A salesperson uses which of the following when a customer has made a buying decision, immediately recognizes the solution, or gives closing signals? A) questioning skills B) presenting benefits C) demonstrating skills D) negotiating skills E) closing skills
E
25) An approach that involves giving the customer free samples of the product is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
E
25) In a situation in which the customer may not be fully aware of a problem, the salesperson will need to: A) recommend another source B) ask more probing questions C) end the sales call and ask for a meeting at a later date D) recommend the solution immediately E) define the problem and recommend the solution
E
30) Before the salesperson makes an approach, he or she needs to plan the: A) implementation B) solution C) presentation D) close E) preapproach
E
30) The ability to visualize an object, concept, or action not actually present is referred to as: A) audio-visual aids B) concentration C) visualization D) imaging E) mental imagery
E
30) Which of the following is NOT usually an area of negotiation before the close? A) product B) price C) source D) time E) research
E
5) As a general rule, we can close more sales by: A) increasing the amount of time we spend telling customers about product features B) increasing the number of facts and figures we use in the presentation C) decreasing the time allocated to active listening D) decreasing the amount of detail in the sales presentation E) using confirmation questions to determine if we are on the right track
E
5) Research studies indicate that the referral approach is effective because: A) customers let their guard down when a third party is mentioned B) customers know that the viewpoint of a third party is always accurate C) customers always respect the opinions of a third party D) customers seldom trust a salesperson, but do trust a third party E) customers will be far more impressed with your good points if they are presented by a third party rather than by you
E
5) The components of the demonstration worksheet form are the features to be demonstrated, proof device to be used, what you will say, and: A) when to ask for the close B) when you will involve the prospect C) when you will show and tell D) what the customer is likely to say E) what you or the customer will do
E
5) When a prospect has finished voicing an objection, it is a good idea for the salesperson to: A) suggest postponing the negotiations B) divert attention to a product feature C) point out the relationship between price and quality D) agree that the objection is true and accurate E) be certain both parties are clear about the true nature of the problem
E
