Professional Selling Exam 2 (Ch. 4-7)

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Different types of prospecting

- visual materials (Printed materials, photographs and illustrations, and charts and graphs) - electronic materials (all sales aids in electronic format.) - product demonstration (product itself is often the most effective sales tool.)

List the four prospecting methods and provide one example for each

1. Cold Canvassing (Cold calling, referrals, introductions) 2. Networking (Centers of influence, noncompeting salespeople, social media) 3. Company Sources (Company records, advertising inquiries, telephone inquiries, trade shows, seminars) 4. Commercial sources (Directories, Lead Management sources)

List the 5 parts of a sales proposal

1. Executive summary 2. customer needs and proposed solution 3. seller profile 4. pricing and sales agreement 5. Implementation and timetable.

List 6 out of the 10 keys to effective listening

1. Visualize 2. Pay attention 3. Monitor Nonverbals 4. Encourage Buyers to Talk 5. Make No Assumptions 6. Paraphase and Repeat

How should salespeople handle questions during a group dialogue (presentation)?

Listen carefully and maintain eye contact with the person asking the question; repeat or restate the question; address the entire group while answering a question from an individual; and answer questions as succinctly as possible.

Talking with the customer rather than at the customer is the basis of _________.

trust- based sales communication

A strategic prospecting plan is..

A salesperson's plan for gathering qualified prospects.

Which of the following is true of strategic prospecting? (A) Strategic prospecting helps salespeople identify the best sales opportunities. (B) Strategic prospecting is an easy process and does not consume much of a salesperson's time. (C) Salespeople cannot use strategic prospecting to generate additional business from existing customers. (D) Strategic prospecting does not help in the generation of future revenue. (E) Salespeople like prospecting, as buyers are always ready to see them.

(A) Strategic prospecting helps salespeople identify the best sales opportunities.

Which of the following is the best example of a product feature that would appeal to a buyer's rational buying motive? (A) "AlwaysRight watches come with a three-year warranty." (B) "SqueakyClean detergents have a very appealing scent." (C) "ActiveDay coffee is the country's favorite hot drink." (D) "SurroundLoud stereos are used by celebrities." (E) "SparklyWhite toothpaste is the number one toothpaste in the world."

(A) "AlwaysRight watches come with a three-year warranty."

Which of the following is the best example of a product feature that would appeal to a buyer's emotional buying motive? (A) "EcoCarry bags are made with eco-friendly materials." (B) "TrendColor shirts are the lowest priced shirts in the market." (C) "LightOS operating system should double your productivity." (D) "PlusBatteries last two days longer than other batteries." (E) "ActiveDay energy drinks keep you awake all day."

(A) "EcoCarry bags are made with eco-friendly materials."

Which of the following technologies is a valuable tool for salespeople in the collection of information about prospects prior to the first meeting? (A) A customer relationship management system (B) A content management system (C) An application programming interface (D) A computer-integrated design system (E) An enterprise resource planning system

(A) A customer relationship management system

Which of the following is a difference between a weak listener and a strong listener? (A) A weak listener listens for facts, whereas a strong listener listens for central themes. (B) A weak listener does not react to emotional words, whereas a strong listener does react to emotional words. (C) A weak listener listens to dry subjects, whereas a strong listener tunes out dry subjects. (D) A weak listener takes fewer notes, whereas a strong listener takes intensive notes. (E) A weak listener skips over delivery errors, whereas a strong listener focuses on delivery errors.

(A) A weak listener listens for facts, whereas a strong listener listens for central themes.

The question, "Do you see the merits of the solution I'm proposing?" is an example of which of the following types of questions? (A) Evaluative questions (B) Multiple-choice questions (C) Probing questions (D) Tactical questions (E) Reactive questions

(A) Evaluative questions

Which of the following types of questions is used to uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions? (A) Evaluative questions (B) Reactive questions (C) Probing questions (D) Tactical questions (E) Dichotomous questions

(A) Evaluative questions

Steve is a salesperson for the Cloud Nine Corporation. His territory includes 50 established accounts which he calls on regularly. Although Steve is supposed to allocate some time to prospecting, he prefers to call on his existing accounts. Which of the following is most likely the reason why Steve resists prospecting? (A) He is afraid of rejection. (B) He does not believe it is necessary. (C) He knows it always leads to failure. (D) His established accounts will generate enough future revenue. (E) If he loses sales volume, he can quickly regain it without prospecting.

(A) He is afraid of rejection.

Craig, a salesperson, encounters a situation where two individuals from the buying group disagree on a particular benefit of the product he is presenting. Which of the following tactics should Craig employ in this situation? (A) He should be diplomatic and handle the disagreement during the presentation. (B) He should help resolve the issue at the end of the presentation. (C) He should disregard the issue and continue with his presentation.(D) He should always play an active role in any disagreement that arises. (E) He should not present more information till the issue is resolved.

(A) He should be diplomatic and handle the disagreement during the presentation.

In a strategic prospecting plan, which of the following is a reason for salespeople to set aside time for prospecting? (A) It helps prevent other activities from creeping in and displacing prospecting activities. (B) It helps develop confidence by knowing their products. (C) It helps establish quotas for acquiring new prospects. (D) It helps in tracking the results of different prospecting methods. (E) It helps in comparing the results obtained from using different prospecting methods.

(A) It helps prevent other activities from creeping in and displacing prospecting activities.

Which of the following is true of cold canvassing? (A) It occurs when salespeople call prospects unannounced. (B) It is a very efficient form of prospecting. (C) Buyers are always willing to see salespeople who use this method. (D) It allows salespeople to build relationships with other members of a community. (E) Salespeople give presentations to prospective customers when using this method.

(A) It occurs when salespeople call prospects unannounced.

Marcus, a salesperson, consistently has trouble with properly presenting sales aids to prospective buyers. He could probably benefit from using the _____ Sequence. (A) SPES (B) IPSS (C) SIPS (D) IPES (E) SSES

(A) SPES

_____ are facts that lend believability to claims of value and benefit. (A) Statistics (B) Testimonials (C) Examples (D) Analogies (E) Anecdotes

(A) Statistics

Which of the following is the difference between emotional and rational buying motives? (A) The rational buying motives of a prospect are easy to discover, while emotional buying movies are not. (B) Rational buying motives remain the same for all customers, but emotional buying motives change from customer to customer. (C) Customers prioritize their emotional buying motives over their rational buying motives. (D) Every customer may have an emotional buying motive to buy a product, but they may or may not have a rational buying motive. (E) Prospects are more likely to share their emotional buying motives with the salesperson and less likely to share their rational buying motives.

(A) The rational buying motives of a prospect are easy to discover, while emotional buying movies are not.

Which of the following is true of pictures? (A) They enhance understanding and are easy to recall. (B) They convey concrete and detailed meaning. (C) They enhance the meaning and credibility of a message. (D) They are less memorable than their verbal counterparts. (E) They cannot be used to reinforce verbal messages.

(A) They enhance understanding and are easy to recall.

Which of the following is true of concrete expressions? (A) They provide the receiver with greater information. (B) They convey a broad and general understanding of the information. (C) They are more memorable than pictures. (D) They are more likely to be misunderstood than abstract expressions. (E) They force the receiver to focus on the sender rather than the message.

(A) They provide the receiver with greater information.

While selling sales force automation software, James, a salesperson, says that using the software is like having a secretary that will work for free. James is using a(n) _____. (A) analogy (B) anecdote (C) testimonial (D) example (E) comparison

(A) analogy

Harry is a salesperson for Luxa, a car company. During sales dialogues with potential customers, Harry usually talks about Luxa being a premium car company that is extremely popular among the wealthiest people in the world. Harry does this to: (A) appeal to his customers' emotional buying motives. (B) appeal to his customers' rational buying motives. (C) state the benefits of buying a Luxa car. (D) get another appointment from his customers. (E) state his sales agenda to the customers.

(A) appeal to his customers' emotional buying motives.

In the context of building trust through the use of sales dialogue templates, a salesperson can build trust through his or her _____. (A) behavior (B) knowledge of grammar (C) presentation skills (D) simplicity (E) agreement

(A) behavior

Zoey is a salesperson who is meeting a prospect after a successful cold call. Zoey has collected most of the basic information about her prospect already. The best way for her to now gather additional information about her prospect is: (A) by questioning the prospect during sales dialogues. (B) by using social media websites as a source of information. (C) by learning about the products and services offered by the prospect's company. (D) by searching for information online and in print directories. (E) by developing and following a strategic prospecting plan.

(A) by questioning the prospect during sales dialogues.

Because buyers make _____ in their decision processes, salespeople should be prepared for it. (A) competitive comparisons (B) rash judgements (C) first impressions (D) price negotiations (E) value propositions

(A) competitive comparisons

In context of the purchase decision process, prospects are most interested in: (A) features that produce benefits addressing their buying motives. (B) the features and benefits that the salesperson reinforces with oral claims. (C) the features and benefits they are familiar with. (D) the features and benefits the salesperson has talked about. (E) the brand and image of the product in the market.

(A) features that produce benefits addressing their buying motives.

Layla is a salesperson at Mandrin Corp. and is preparing to make a sales call. She should use a check-back after she: (A) finishes a feature-benefit sequence. (B) introduces herself. (C) assesses the prospective buyer's interest. (D) closes the purchase deal with the buyer. (E) finishes the sales presentation.

(A) finishes a feature-benefit sequence.

Before, during, and after a sale, a selling strategy must focus on: (A) how the customer defines value. (B) persuading the prospect or customer to make a purchase. (C) planning more sales calls on prospective and existing customers.(D) addressing individual customers and different selling situations. (E) providing an overview and background of a firm, with an emphasis on the company's capabilities.

(A) how the customer defines value.

Craig is a salesperson for an industrial equipment company. Craig calls on factories and spends most of his time talking with equipment operators who work on the factory floor. While Craig is able to get the equipment operators interested in his products, he is often unable to make a sale. In this scenario, Craig needs to: (A) identify the people with the authority to make the purchase decision. (B) develop his confidence and believe that he offers the best solutions. (C) establish a daily schedule for conducting prospecting activities. (D) try different prospecting methods to find the one that suits his product. (E) establish daily, weekly, and monthly quotas for acquiring new prospects.

(A) identify the people with the authority to make the purchase decision.

When selling to groups, salespeople should: (A) make periodic eye contact with everyone in the buying group. (B) limit eye contact to the decision makers. (C) avoid answering tough question when the buying group is present. (D) know that not everyone in the buying group is important. (E) take only the opinions of the decision makers into account.

(A) make periodic eye contact with everyone in the buying group.

Harry is a salesperson at Lenic Technology. When demonstrating the company's new 3D printer to a prospective buyer, Harry should: (A) make sure the product being demonstrated is typical of what is being recommended. (B) list all the features of the product verbally without using the actual product. (C) try to keep the customer from getting too involved in the demonstration of the product. (D) be concerned about his ability to demonstrate the product effectively. (E) apologize in advance for poor appearance and inadequate performance of the product.

(A) make sure the product being demonstrated is typical of what is being recommended.

A(n) _____ is needed to ensure that a buyer-seller relationship moves in a positive direction. (A) statement of follow-up action (B) customer value proposition (C) sales call objective (D) understanding of the competitive situation (E) pricing and sales agreement

(A) statement of follow-up action

The focal point of a prospecting plan should be: (A) the goal stating the number of qualified prospects to be generated. (B) a regular daily schedule for conducting prospecting activities. (C) generating results that can be tracked from using different prospecting methods. (D) developing a base of comprehensive knowledge and understanding. (E) to chronologically archive outcomes from any contacts with the prospect.

(A) the goal stating the number of qualified prospects to be generated.

Written sales proposals are better than their verbal counterparts because: (A) they provide a permanent record of claims and intentions. (B) they do not bind a selling organization to anything in particular. (C) they are easy to write and do not take a lot time to put together. (D) they are always more effective than oral presentations. (E) they do not have to vary from customer to customer.

(A) they provide a permanent record of claims and intentions.

A _____ is a part of the strategic prospecting plan that records comprehensive information about a prospect, traces the prospecting methods used, and chronologically archives outcomes from any contacts with the prospect. (A) tracking system (B) directory (C) trade show (D) seminar (E) referral

(A) tracking system

Which of the following is an example of a proof provider? (A) Sales aids (B) Case histories (C) Videos (D) Illustrations (E) Visual materials

(B) Case histories

In the context of planning sales dialogues and presentations, which of the following statements is true? (A) It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues and presentations. (B) It is essential to understand the competitive situation while planning sales dialogues and presentations. (C) It is essential to plan sales dialogues and presentations before questioning a buyer using the ADAPT questioning system. (D) It is essential to plan the sales dialogue and presentation in a manner that takes up most of the buyer's time. (E) It is essential to plan the sales dialogue and presentation in a manner that ensures the salesperson gets to speak most of the time.

(B) It is essential to understand the competitive situation while planning sales dialogues and presentations.

Jillian, a salesperson, is in the middle of a sales dialogue with a prospect. She notices that the prospect backs away each time she steps within four feet of him or her to talk. Which of the following is most likely causing this? (A) Jillian seems incompetent to the prospect. (B) Jillian seems threatening to the prospect. (C) Jillian seems nervous to the prospect. (D) Jillian seems defensive to the prospect. (E) Jillian seems disinterested to the prospect.

(B) Jillian seems threatening to the prospect.

Jim is a newly appointed salesperson for SpickandSpan vacuum cleaners. It is his first day on the job, and he is meeting his first prospective buyer. Which of the following would be the best way for Jim to start the sales dialogue? (A) Jim should talk about the price of his product. (B) Jim should introduce himself and his company. (C) Jim should talk about the features and benefits of his product. (D) Jim should talk about the strengths and weaknesses of SpickandSpan's competitors. (E) Jim should demonstrate his product and help the prospect understand how the product meets his or her needs.

(B) Jim should introduce himself and his company.

The question "That sounds like an important issue, could you give me an example of what you mean?" is an example of which of the following types of question? (A) Evaluative questions (B) Probing questions (C) Reactive questions (D) Tactical questions (E) Dichotomous questions

(B) Probing questions

Which of the following can be done by salespeople to send strong signals of interest and understanding to potential buyers? (A) Avoiding eye contact with the sender (B) Restating and paraphrasing the sender's message (C) Avoiding asking questions once the sender's message is received (D) Avoiding smiling and nodding when the sender is speaking (E) Evaluating the message after the sender is through speaking

(B) Restating and paraphrasing the sender's message

When speaking with someone on a job interview or sales call, which of the following body postures is most appropriate? (A) Sitting back in the chair with your feet up (B) Sitting and leaning forward, or sitting on the edge of a chair (C) Leaning back with both hands placed behind your head (D) Positioning the chair very close to the interviewer (E) Sitting with a rigid posture with arms and legs crossed

(B) Sitting and leaning forward, or sitting on the edge of a chair

Which of the following is essential for a sales proposal to be considered effective? (A) The proposal should give customers a financial justification for buying a product. (B) The proposal should have a logical flow that a customer can easily follow. (C) The proposal should be written in a flat and technical manner. (D) The points in the proposal should be boilerplate that use the same wording for all customers. (E) The proposal should be able to appropriately assume what is important to a buyer, without asking the buyer.

(B) The proposal should have a logical flow that a customer can easily follow.

When delivering group presentations, which of the following communication tips should a salesperson keep in mind? (A) The salesperson should make sure that all disagreements between group members are resolved outside the meeting. (B) The salesperson should avoid scrolling through the presentation and reading it to the group. (C) The salesperson should always play a passive role in discussions between members of the buying group. (D) The salesperson should pace about the room during the sales dialogue. (E) The salesperson should stand to the right of the visual aids whenever possible.

(B) The salesperson should avoid scrolling through the presentation and reading it to the group.

A(n) _____ is a variation of a referral where, in addition to requesting the names of prospects, the salesperson asks the prospect or customer to prepare a note or letter that can be sent to the potential customer. (A) directory (B) cold call (C) trade show (D) introduction (E) seminar

(D) introduction

Which of the following guidelines should a salesperson follow during a product demonstration? (A) The salesperson should ensure that the product appears used and worn out. (B) The salesperson should check for problem-free operation. (C) The salesperson should never use the product prior to the demonstration. (D) The salesperson should never anticipate problems. (E) The salesperson should make sure the setup and knockdown are slow.

(B) The salesperson should check for problem-free operation.

In the context of sales communication, which of the following is an advantage of having effective trust-based sales communication skills? (A) They assist the buyers and the salespeople in coming to an agreement. (B) They allow salespeople to identify buyers' needs and accurately convey proposed solutions. (C) They make it easier for the salesperson to communicate with the buying organization. (D) They ensure that the salesperson gets the most out of the selling conversation. (E) They allow the buyer to maintain a subtle level of control in the selling conversation.

(B) They allow salespeople to identify buyers' needs and accurately convey proposed solutions.

Which of the following is a characteristic of written sales proposals? (A) They do not vary from buyer to buyer and should be tested for effectiveness. (B) They are frequently used in competitive bidding situations. (C) They allow flexibility to adapt to buyer feedback. (D) They are often preferred by inexperienced salespeople. (E) They include memorized and automated presentations.

(B) They are frequently used in competitive bidding situations.

Megan is a salesperson for a company that manufactures chemicals. While reviewing her new leads, Megan learned that two of them just signed contracts with one of her company's major competitors. Which of the following best describes why Megan will not consider these two leads as sales prospects? (A) They do not have the budget or financial resources to purchase the product. (B) They do not have a need for the products or services her company is offering. (C) They are too busy to meet with salespeople. (D) They do not have the authority to make a purchase decision. (E) They are not in her company's target market.

(B) They do not have a need for the products or services her company is offering.

Which of the following best describes the purpose of the SPIN (situation questions, problem questions, implication questions, and need-payoff questions) questioning system?To encourage buyers to disclose personal and business information (A) To involve the buyer in the sales presentation (B) To uncover a buyer's inherent problems (C) To make salespeople less averse to rejection (D) To gain the buyer's commitment to a purchase

(B) To uncover a buyer's inherent problems

A testimonial written in story form is known as a(n) _____. (A) customer statement (B) case history (C) analogy (D) example (E) comparison

(B) case history

An analogy is a special form of _____. (A) anecdote (B) comparison (C) analysis (D) proof provider (E) example

(B) comparison

Hailey, a salesperson, is presenting a sales dialogue to the buyers from Harter Tech, who want to buy a new range of copiers from Hailey's company. Hailey has found that some of the added features of the product are valued by the buyers. In this scenario, Hailey has identified the _____ of the copier. (A) potential benefit (B) confirmed benefit (C) value proposition (D) hidden feature (E) response check

(B) confirmed benefit

Response checks and check-backs are most commonly used: (A) after an entire presentation. (B) following the response to an objection. (C) as a way to uncover needs. (D) when setting appointments. (E) to uncover objections.

(B) following the response to an objection.

Sarah is sitting for an interview. She notices that her interviewer is nodding and smiling when she answers a question. In this scenario, Sarah's interviewer: (A) is trying to assume what Sarah might be conveying. (B) is understanding what Sarah is saying. (C) is indicating that Sarah's message has not been received. (D) is trying to elicit additional information from Sarah. (E) is disinterested in what Sarah is saying.

(B) is understanding what Sarah is saying.

Natalie's customers are small business owners who are just starting out and are usually interested in products that help their companies save money. According to the purchase decision process, these prospects are driven primarily by: (A) abstract buying motives. (B) rational buying motives. (C) emotional buying motives. (D) the benefits provided by the product. (E) a combination of rational and emotional buying motives.

(B) rational buying motives.

Bill is a salesperson who relies on his current customers to help him identify potential new customers. In this scenario, Bill relies on _____ for lead generation. (A) sources of influence (B) referrals (C) company sources (D) trade shows (E) cold calling

(B) referrals

A good customer value proposition should: (A) have complicated statements with a large number of technical terms. (B) reflect on product or service dimensions that add value. (C) guarantee benefits that cannot be delivered yet. (D) list all the benefits of a salesperson's offerings. (E) be as specific as possible on intangible outcomes.

(B) reflect on product or service dimensions that add value.

An executive summary should: (A) make it as easy as possible for a buyer to make a positive purchase decision. (B) spell out a customer's problems, the nature of the proposed solution, and the resulting benefits to the customer. (C) offer a succinct overview and background of a firm, but emphasize only the company's capabilities. (D) emphasize the benefits resulting from the solution and not the product or service being sold. (E) present a sales agreement for a buyer to sign off on and complete.

(B) spell out a customer's problems, the nature of the proposed solution, and the resulting benefits to the customer.

Jane, a salesperson, has recently joined a company and is looking for information about prospective buyers of her company's products. Which of the following is considered basic information that Jane would need to obtain about the prospective buyers before meeting them? (A) Their motivation for buying (B) The competitors involved (C) Their hobbies and interests (D) The financial resources available (E) Their annual income

Steve, a salesperson at Cann Computer Corp., confirms that his prospective customer needs 50 new computers that offer high-quality graphics. During his sales presentation, Steve should: (A) try to convince the buyer by stating that his company's computers do not offer high-quality graphics but are considerably cheap. (B) try to convince the buyer by stating that his company's computers offer high-quality graphics. (C) try to convince the buyer by demonstrating various features of his company's computers other than high-quality graphics. (D) talk about the graphic capabilities of his company's computers and then offer a quantity discount. (E) talk about how the prospective buyer can still be able to work without high-quality graphics.

(B) try to convince the buyer by stating that his company's computers offer high-quality graphics.

Sally is a relatively experienced salesperson. Her customers want information on all the features, benefits, legal information, and pricing data about the product Sally is selling. She should probably develop a(n) -_____. (A) directed sales presentation (B) written sales proposal (C) organized sales proposal (D) canned sales presentation (E) customized sales presentation

(B) written sales proposal

Which of the following is an example of an open-end question? (A) How many employees to have? (B) Did you say you are already working with another supplier? (C) How do you currently assess the performance of your suppliers? (D) Are you interested in making a purchase today? (E) Which do you prefer, tea or coffee?

Which of the following is considered specific information about the selling situation? (A) A prospect's educational background (B) A prospect's community involvement (C) A prospect's motivation for buying (D) A prospect's name and title (E) A prospect's organizational involvement

_____ is one of the foundations for effective prospecting and reminds salespeople to establish a regular daily schedule for conducting prospecting activities. (A) Keeping records (B) Staying positive (C) Allocating time (D) Evaluating (E) Setting goals

Identify a tip for preparing visual materials for sales presentations. (A) Leave less white space in the visuals. (B) Make sure each visual presents many ideas. (C) Clearly label each visual with titles. (D) Put in as much information as possible. (E) Use a variety of layouts in the visuals.

Which of the following methods of prospecting is considered to be very inefficient? (A) Electronic networking (B) Trade shows (C) Cold calling (D) Company records (E) Seminars

Harper, a salesperson, uses slides and video presentations when selling computers to a buyers group. He finds that this helps involve the buyers in the presentation and is, in turn, more effective in making the buyers understand the product as well as its features and benefits. Which of the following sales aids does Harper use? (A) Response checks (B) Voice characteristics (C) Electronic materials (D) Product demonstrations (E) Proof providers

Which of the following components of active listening addresses the question of "What meaning does the sender intend?" (A) Sensing (B) Implying (C) Interpreting (D) Seeing (E) Evaluating

Which of the following is an example of a closed-end question? (A) How do you determine sales goals for each region? (B) Why are your customers currently unhappy? (C) Is this the primary reason you are interested in switching suppliers? (D) How do you currently process orders? (E) Why do you prefer using eco-friendly materials?

Which the following is a characteristic of nonverbal language? (A) It can be used to manipulate a selling situation. (B) It cannot be used while explaining details. (C) It includes variations in vocal characteristics. (D) It is extremely easy to control. (E) It does not convey any meaning.

____ are designed to penetrate below generalized or superficial information to elicit more articulate and precise details for use in needs discovery and solution identification. (A) Evaluative questions (B) Multiple-choice questions (C) Probing questions (D) Tactical questions (E) Closed-end questions

Which of the following is true of trade shows? (A) During trade shows, salespeople use members of different organizations to generate prospects for each other. (B) During trade shows, salespeople use company records to identify previous customers who have not placed an order recently. (C) Salespeople use trade shows to demonstrate their products and answer questions from potential customers. (D) Salespeople generate leads from noncompeting salespeople during trade shows. (E) Salespeople use trade shows to contact sales leads unannounced with little, if any, information about the lead.

Claire is a sales manager. She is conducting an interview for a trainee sales position. During the interview, Claire is leaning back in her chair and has both hands placed behind her head. Which of the following nonverbal messages is she conveying? (A) Confidence (B) Interes (C) Smugness (D) Disinterest (E) Boredom

During her sales presentation for her company's latest line of printing equipment, Sue, a salesperson, provides prospective buyers with reports from state licensing bureaus and other authoritative, third-party sources. Which of the following proof providers is Sue using? (A) Testimonials (B) Comparisons (C) Statistics (D) Anecdotes (E) Case histories

_____ are proof providers in the form of statements from satisfied users of the selling organization's products and services. (A) Statistics (B) Confirmed benefits (C) Testimonials (D) Analogies (E) Anecdotes

Which of the following is a reason why salespeople get rejected by buyers? (A) Salespeople do not have specific information about the buying situation. (B) Buyers prefer talking to a selling firm directly, and not its salespeople. (C) Today's buyers are busy, and many are reluctant to see salespeople. (D) Buyers do not find salespeople to be value oriented. (E) Buyers are always well informed and do not rely on salespeople for information.

In which of the following prospecting methods do salespeople ask potential customers to fill out information cards indicating interest in their company or one of its products? (A) Centers of influence (B) Outbound telemarketing (C) Trade shows (D) Noncompeting salespeople (E) Cold canvassing

Karen is a salesperson for an automobile company. She believes that the best way for her potential and existing customers to know about the products she is selling is by seeing those products in person and seeing exactly what the products can and cannot do. Which of the following would probably be her best method of prospecting? (A) Advertising inquiries (B) Inbound telemarketing (C) Trade shows (D) Cold calling (E) Directories

For an effective group sales presentation, a salesperson should: (A) refrain from interacting with the buyers until the end of the presentation. (B) greet the group as a whole after everybody arrives. (C) arrive early and greet individuals personally as they arrive. (D) connect with the buyers at a group level from the very beginning.(E) arrive at the location after the buying group has arrived.

Sarah is a salesperson who prefers calling or meeting her sales leads before getting any information about them or their companies. Sarah uses _____ as a source of sales prospecting. (A) centers of influence (B) networking (C) cold calling (D) company records (E) advertising inquiries

Henry, a salesperson, calls a prospective buyer in an attempt to sell his company's new air conditioner. The buyer indicates that, for him, the most important benefit of the air conditioner should be that it consumes less electricity. That benefit is referred to as a(n) _____. (A) hidden benefit (B) potential benefit (C) confirmed benefit (D) closed benefit (E) accessory benefit

A person holding good eye contact with the speaker during a presentation is: (A) considering the message. (B) feeling defensive and apprehensive. (C) displaying openness and sincerity. (D) dishonest and secretive. (E) impatient and disinterested.

A salesperson's verbal messages are often misinterpreted if: (A) his or her sales presentation skills are lacking. (B) his or her listening skills are lacking. (C) his or her speaking rate is jerky during the selling communication. (D) he or she is in the social zone of the buyer. (E) he or she is not using any nonverbal clusters in the selling communication.

Drew is a salesperson who is almost always successful during the initial sales dialogue. Prospects usually respond to all of the questions that Drew asks, but he is rarely successful at closing the sale and getting a commitment from them. Drew's failure is most likely due to: (A) his fear of rejection from the prospects. (B) not recognizing that the prospects are busy individuals. (C) not seeking a commitment at the right time. (D) not knowing the prospect's emotional buying motives. (E) not having an appropriate sales call objective.

In a sales dialogue template, the _____ section lists all key people involved in the buying process, and provides their names, job titles, departments, and roles in the purchase decision. (A) executive summary (B) customer value proposition (C) prospect information (D) sales call objective (E) pricing and sales agreement

Sandy is a salesperson who has trouble prospecting effectively. Approximately 80 percent of the leads she contacts do not end up making a purchase, for various reasons. Sandy would likely not have wasted so much of her time if she had collected more information about those leads. Sandy is probably having trouble: (A) communicating with her leads. (B) preparing a sales dialogue. (C) qualifying her leads. (D) responding to her leads. (E) working for her firm.

Which of the following sales communications formats requires the least amount of buyer involvement or input? (A) A directed sales presentation (B) A written sales presentation (C) A customized sales presentation (D) A canned sales presentation (E) An organized sales dialogue

(D) A canned sales presentation

Which of the following states the significance of evaluation in a prospecting plan? (A) Evaluation allows salespeople to record comprehensive information about a prospect, trace the prospecting methods used, and chronologically archive outcomes from any contacts with the prospect. (B) Evaluation makes it easier to track results from using different prospecting methods. (C) Continuous evaluation can be done to establish a regular daily schedule for conducting prospecting activities. (D) Continuous evaluation should be employed to ensure that a salesperson is meeting prospecting goals and using the most effective prospecting methods. (E) Evaluation helps develop a base of comprehensive knowledge and understanding, and is the key to believing in one's self.

(D) Continuous evaluation should be employed to ensure that a salesperson is meeting prospecting goals and using the most effective prospecting methods.

Which of the following is a characteristic of good customer value propositions? (A) Good customer value propositions tell a customer what he or she wants to hear. (B) Good customer value propositions make promises and guarantees to ensure that a customer places an order. (C) Good customer value propositions use vague statements that make it easier for a salesperson to make the sale. (D) Good customer value propositions are as specific as possible on tangible outcomes. (E) Good customer value propositions only reflect on the product or service dimensions that a customer will pay for.

(D) Good customer value propositions are as specific as possible on tangible outcomes.

Which of the following should be done by a salesperson before meeting a prospect? (A) He or she should call the prospect and state the price of the product or service offered. (B) He or she should call the prospect and ask for an order. (C) He or she should send the qualified prospect a sales letter. (D) He or she should gather basic information about the prospect. (E) He or she should request a referral or letter of introduction from the qualified prospect

(D) He or she should gather basic information about the prospect.

Chris is drumming his fingers on the table during a company meeting. In this case, which of the following nonverbal messages is Chris communicating? (A) Evaluation (B) Anger (C) Defensiveness (D) Impatience (E) Suspicion

(D) Impatience

Which of the following components of active listening requires noting the verbal and nonverbal cues from the sender along with consistencies and inconsistencies between them? (A) Seeing (B) Listening (C) Evaluating (D) Interpreting (E) Responding

(D) Interpreting

Which of the following is a tip for preparing visual materials for sales presentations? (A) Never leave any white space. (B) Never use the same format throughout the presentation. (C) Never use less than 14 lines per visual. (D) Never read the presentation directly from the visual. (E) Never use colors for functional purposes.

(D) Never read the presentation directly from the visual.

Which of the following is a true of a strong listener? (A) Strong listeners listen for facts. (B) Strong listeners react to emotional words. (C) Strong listeners evaluate and enter arguments prior to the completion of a message. (D) Strong listeners resist distractions and know how to concentrate. (E) Strong listeners take intensive and detailed notes.

(D) Strong listeners resist distractions and know how to concentrate.

Which of the following types of questions will be used by a salesperson to change topics when proceeding on a forbidden or nonproductive line of questioning? (A) Evaluative questions (B) Reactive questions (C) Probing questions (D) Tactical questions (E) Dichotomous questions

(D) Tactical questions

Which of the following is true of eye contact when selling to a buying group? (A) When answering questions, the salesperson should rapidly scan the room from side to side. (B) When asked a question, the salesperson should immediately refer to his notes and sales aids. (C) The salesperson should maintain eye contact with the established decision makers throughout the presentation. (D) The salesperson should connect with each individual for a few seconds over the course of the presentation. (E) The salesperson should look just over the heads of the group while speaking.

(D) The salesperson should connect with each individual for a few seconds over the course of the presentation.

Which of the following is true of testimonials? (A) They are complaints from current users of a company's products or services. (B) They help prospective buyers decide whether or not they want to move forward with a sales dialogue. (C) They are provided in story form to make it interesting and understandable for prospective buyers. (D) They are similar to statistics but in the form of statements from satisfied users. (E) They can be used even when they are not relevant to prospective buyers.

(D) They are similar to statistics but in the form of statements from satisfied users.

Andy is a salesperson. His customers are geographically distributed and speak different languages. They have different needs and different ways of interacting with him, such as through phone calls, e-mails, and on social media. Andy would benefit the most from utilizing: (A) a canned sales presentation format to reach them. (B) a written proposal format to reach them. (C) a memorized sales presentation to reach them. (D) an organized sales dialogue to reach them. (E) a boilerplate presentation to reach them.

(D) an organized sales dialogue to reach them.

The sales message varies little from customer to customer in a(n) _____. (A) directed sales presentation (B) written sales presentation (C) organized sales presentation (D) canned sales presentation (E) impromptu sales presentation

(D) canned sales presentation

When preparing printed materials and visuals, a salesperson should: (A) put in as much information as possible. (B) read the presentation directly from the visuals. (C) make sure each visual presents many ideas. (D) check for typographical and spelling errors. (E) use a variety of layouts in the visuals.

(D) check for typographical and spelling errors.

April, a salesperson, is preparing to present her company's new automatic air conditioner to a buying group. She says, "If the temperature of a room gets too cold or too warm, the air conditioner will automatically adjust its settings and bring the temperature back to the desired state." In this scenario, April has used a(n) _____ to support her presentation. (A) testimonial (B) analogy (C) anecdote (D) example (E) comparison

(D) example

characteristic or quality of a product is referred to as a(n) _____. (A) anecdote (B) testimonial (C) benefit (D) feature (E) sales aid

(D) feature

When selling to a buying group, a salesperson should arrive at the location before the group arrives because: (A) he or she can speak with the decision makers individually before the presentation begins. (B) he or she can greet the group as a whole when the members enter the room. (C) he or she can establish a shared space where everyone is in charge of the meeting. (D) he or she can set up and check equipment and become familiar with the surroundings. (E) he or she can make copies of all the visual material for all the members of the group to look through.

(D) he or she can set up and check equipment and become familiar with the surroundings.

Rachael is a salesperson who asks questions related to the buyer's needs and specifications to keep the conversation going. Rachael does this in order to: (A) resist an urge to interrupt the buyer. (B) clarify what the buyer is saying. (C) understand what the buyer is saying. (D) help the buyer stay on track. (E) visualize what the buyer is saying

(D) help the buyer stay on track.

Once a salesperson has an appointment with a prospect and all the objectives have been established, the salesperson should: (A) record specific information on the prospect, such as the company name and key decision makers. (B) introduce him or herself and familiarize the prospect with the salesperson's company. (C) proceed with questions designed to assess the prospect's situation. (D) send the sales agenda to the customer. (E) appeal to the prospect's primary buying motive by presenting the product's benefits.

(D) send the sales agenda to the customer.

Margaret, a salesperson, always wins the best salesperson award in her company. Margaret's success is due to a strategic prospecting plan, which helps ensure that: (A) she stays up-to-date with the activities of all the competitors of her company. (B) she is friends with the other salespeople in her company. (C) she has the best verbal communication skills in her company. (D) she sets aside five hours every week for prospecting. (E) she always contacts her prospects unannounced with a telephone call.

(D) she sets aside five hours every week for prospecting.

According to the SPIN questioning system, "Do you use telemarketing or mobile marketing?" is an example of a(n) _____ question. (A) activation (B) problem (C) implication (D) situation (E) indication

(D) situation

According to the SPIN questioning system, _____ are used early in a sales call and provide salespeople with leads to develop the buyer's needs and expectations fully. (A) need-payoff questions (B) discovery questions (C) problem questions (D) situation questions (E) implication questions

(D) situation questions

During an organized sales dialogue (presentation), a salesperson's ability to propose and develop a customized solution is heavily dependent upon: (A) the salesperson's ability to listen and speak convincingly during needs discovery. (B) the salesperson's spelling and grammar, and ability to speak convincingly. (C) a buyer's ability to uniquely articulate his or her problems and needs. (D) the salesperson's ability to uniquely address a buyer's problems and needs. (E) the salesperson's ability to persuade a prospect or customer to make a purchase.

(D) the salesperson's ability to uniquely address a buyer's problems and needs.

The purpose of trust-based sales communication is: (A) to allow the salesperson to dominate and control a selling conversation. (B) to seek the buyer's commitment. (C) to get an order from the buyer. (D) to reach an understanding between the buyer and the seller. (E) to achieve an agreement between the buyer and the seller.

(D) to reach an understanding between the buyer and the seller.

A good example of a statement that would improve a salesperson's chances of getting an appointment is: (A) "Our product will increase your revenue in a year." (B) "Our product is popular among all your competitors." (C) "Our product will speed up all your production-related activities."(D) "Our product is easy to use and requires minimum maintenance." (E) "Our product will increase your profit margins by 12 percent in a year."

(E) "Our product will increase your profit margins by 12 percent in a year."

Which of the following is used by salespeople to identify previous customers who have not placed an order recently? (A) Advertising inquiries (B) Non-competing salespeople (C) Centers of Influence (D) Referrals (E) Company records

(E) Company records

Which of the following does a salesperson need to do in order to produce an interesting and understandable sales dialogue? (A) He or she should allow another salesperson to take over the presentation halfway through. (B) He or she should provide statistics from unknown sources. (C) He or she should ask for a purchase commitment every five minutes. (D) He or she should demonstrate the benefits and features of the product verbally. (E) He or she should use verbal support elements during the presentation.

(E) He or she should use verbal support elements during the presentation.

_____ are questions that refer to or directly result from information the other party previously provided. (A) Dichotomous questions (B) Evaluative questions (C) Tactical questions (D) Probing questions (E) Reactive questions

(E) Reactive questions

Which of the following is true of strategic questions? (A) Strategic questions are used by salespeople to dominate conversations and interactions with buyers. (B) Strategic questions make it easier for the salesperson to assume what the buyer has said. (C) Strategic questions use complex and indirect questions to gain the buyer's commitment. (D) Strategic questions make the salesperson rely more on spontaneity while questioning the buyer. (E) Strategic questions stimulate buyers and salespeople to think thoroughly and pragmatically.

(E) Strategic questions stimulate buyers and salespeople to think thoroughly and pragmatically.

Which of the following is considered specific information about the selling situation? (A) The hobbies and interests of a prospect (B) The communication style of the prospect (C) The educational and work background of the prospect (D) The contact information of the prospect (E) The available budget of the prospect

(E) The available budget of the prospect

Which of the following is true of open-end questions? (A) These questions limit the customer's response to one or two words and are used to confirm or clarify information gleaned from responses to previous questions. (B) These questions ask customers to choose from two or more options and are used in selling to discover customer preferences and move the purchase decision process forward. (C) These questions are designed to penetrate below generalized or superficial information to elicit precise details for use in needs discovery and solution identification. (D) These questions are designed to go beyond generalized fact finding and uncover prospects' perceptions and feelings regarding existing and desired circumstances and potential solutions. (E) These questions are designed to let customers respond freely and encourage the customer's thought processes.

(E) These questions are designed to let customers respond freely and encourage the customer's thought processes.

Which of the following is the basic objective of sales prospecting? (A) To ensure that salespeople are not demotivated by rejections (B) To establish a regular daily schedule for conducting prospecting activities (C) To make it easier to call prospects and set up appointments (D) To make the sales process more enjoyable (E) To provide salespeople with a list of prioritized sales prospects

(E) To provide salespeople with a list of prioritized sales prospects

Which of the following states the importance of evaluating sales proposals before submitting them to buyers? (A) Well-written sales proposals guarantee that the buyer will buy the salesperson's product. (B) Well-written sales proposals ensure that the customer agrees with the seller. (C) Well-written sales proposals can appropriately assume what is important to the buyer, without asking the buyer. (D) Well-written sales proposals can be used instead of a sales dialogue and save the salesperson a lot of time. (E) Well-written sales proposals describe all of the seller's fees, prices, and expenses the buyer will incur.

(E) Well-written sales proposals describe all of the seller's fees, prices, and expenses the buyer will incur.

Nessa is a salesperson who has customers that speak different languages and come from different cultures. She finds it difficult to get her customers to trust her because of their ethnic and cultural differences. The best way for Nessa to facilitate trust-building with her customers is: (A) by creating a script to guide the sales dialogue. (B) by sending them a written proposal that demonstrates high standards for excellence in format. (C) by using canned presentations to interact with all her customers. (D) by presenting a timetable to her customers that details a schedule of key implementation events. (E) by making use of a flexible sales dialogue template to guide the sales dialogue.

(E) by making use of a flexible sales dialogue template to guide the sales dialogue.

Drew is a salesperson for a company that manufactures seat covers for pickup trucks. Drew relies on his friend Susan-the owner of the biggest truck dealership in the entire state-for leads. Susan calls Drew and lets him know when someone has purchased a new pickup truck. In this scenario, Drew uses a _____ as a source of lead generation. (A) company record (B) sales seminar (C) cold call (D) tradeshow (E) center of influence

(E) center of influence

Pete is a salesman who is a member of The Green Stones Country Club. The club is frequented by lawyers, doctors, and other members of the community. Pete will often identify new prospects while striking up conversations with the club members. Pete uses the club members as _____. (A) commercial sources (B) referrals (C) noncompeting salespeople (D) advertising inquiries (E) centers of influence

(E) centers of influence

When planning an effective sales presentation, a salesperson must: (A) make sure to focus on the price of his or her product. (B) remember to begin the presentation by asking for an order from the prospect. (C) memorize a script and recite it verbatim. (D) remember that most prospects have the same needs and expectations. (E) focus on customer needs.

(E) focus on customer needs.

During a group sales dialogue, salespeople should: (A) ensure the decision maker has heard a question and understands it before answering it. (B) answer questions as concisely as possible to move on with the presentation. (C) answer questions only at the end of the presentation. (D) speak primarily to the person identified as the decision maker. (E) use introductory remarks that recognize the individual interests of those present.

(E) use introductory remarks that recognize the individual interests of those present.

What are the basic criteria to qualify leads as sales prospects?

- Has a need for the product/service - Has the budget or financial resources to purchase product/service - Has the authority to make the purchase decision

Creating value and generating confirmed benefits are major objectives of the SPIN (situation questions, problem questions, implication questions, and need payoff questions) and _________ questioning strategies.

ADAPT (assessment questions, discovery questions, activation questions, projection questions, and transition questions)

_________ are one of the five stages of questions in the ADAPT questioning system that do not seek conclusions but rather should address the buyer's company and operations, goals and objectives, market trends and customers, current suppliers, and even the buyer as an individual.

Assessment questions

_________ are sales presentations that include scripted sales calls, memorized presentations, and automated presentations._________ are sales presentations that include scripted sales calls, memorized presentations, and automated presentations.

Canned sales presentations

_________ are questions salespeople use throughout a sales dialogue to generate feedback from a buyer.

Check-backs

Information about customers in a company database is referred to as _________.

Company Records

_________ are electronic or print sources that provide contact and other information about many different companies or individuals.

Directories

________ is a source of locating prospects whereby the prospect calls the company to get information.

Inbound telemarketing

_________ refers to the conscious and unconscious reactions, movements, and utterances that people use in addition to the words and symbols associated with language.

Non-verbal communication

________ refer to groups of related nonverbal expressions, gestures, and movements that can be interpreted to better understand the true message being communicated.

Nonverbal clusters

_________ allow flexibility to adapt to buyer feedback.

Organized sales presentations

_________ is a source of locating prospects whereby the salesperson contacts the prospect by telephone.

Outbound telemarketing

_________ such as statistics, testimonials, and case histories can be utilized to preempt a buyer from asking, "Can you prove it?" or "Who says so?"

Proof providers

_________ refers to the personal distance that individuals prefer to keep between themselves and other individuals and is an important element of nonverbal communication.

Proxemics

What are Check-backs are and when to use them?

Questions salespeople use throughout a sales dialogue to generate feedback from the buyer. Use them to verify the receipt of care instructions or confirm understanding of symptoms to monitor.

Draw the SIER Hierarchy of active listening and provide examples.

Responding (assign worth with message), evaluating (judge message positive and negative) , interpreting (understand message), and sensing (hear message). (from top to bottom.)

What are the four stages of the SPES Sequence for using sales aids effectively?

S- state the selling point and introduce the sales aid. P- present the sales aid. E- explain the sales aid. S- summarize.

The _________ depicts active listening as a hierarchical, four-step sequence of sensing, interpreting, evaluating, and responding.

SIER model

_________ such as samples, brochures, and charts reinforce the verbal message and enhance the receiver's understanding and recall.

Sales aids

_________ is a form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages.

Serious Listening

What happens during strategic prospecting?

The salesperson designs a plan to identify, qualify, and prioritize sales opportunities, whether they represent potential new customers or opportunities to generate additional business form existing customer.

_________ are referred to as complete self-contained sales presentations on paper, often accompanied by other verbal sales presentations before or after the proposal is delivered.

Written sales proposals

Sales aids in the form of slides, videos, or multimedia presentations are referred to as _________.

electronic materials

A(n) _________ is a special and useful form of comparison that explains one thing in terms of another.

analogy

Most initial sales calls on new prospects require a(n) _________.

appointment

How do you qualify a lead?

ask questions to discern whether the customer is a good fit

A(n) _________ is the added value or favorable outcome derived from features of a product or service a seller offers.

benefit

_________ are testimonials in story or anecdotal form used as proof providers

case histories

According to the ADAPT system of questioning, _________ follow up on the responses gained from preceding assessment questions and should drill down and probe for further details needed to fully develop, clarify, and understand the nature of the buyer's problems.

discovery questions

A(n) _________ is a brief description of a specific instance used to illustrate features and benefits of a product.

example

An anecdote is a specific type of _________.

example

The last section of the sales dialogue template is building value through _________.The last section of the sales dialogue template is building value through _________.

follow-up action

The characteristics of a firm's best customers or the perfect customer are referred to as the _________.

ideal customer profile

The last section of a written sales proposal is _________.

implementation and timetable

According to the SPIN questioning system, the purpose of _________ is to assist a buyer in thinking about the potential consequences of a problem and understand the urgency of resolving the problem in a way that motivates him or her to seek a solution.

implication questions

A(n) _________ is a sales presentation that allows a salesperson to implement appropriate sales strategies and tactics based on customer research or information gathered during previous sales calls

organized sales presentation

The process of presenting one's product or service to individual buyers before a major sales dialogue with a group of buyers is known as _________.

preselling

A sales dialogue template always starts with _________.

prospect information

A(n) _________ is a salesperson's act of searching out, collecting, and analyzing information to determine the likelihood of the lead being a good candidate for making a sale.

qualifying sales lead

Questions that refer to or directly result from information the other party previously provided are called _________.

reactive questions

A(n) _________ refers to business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships.

sales dialogue

Encouraging buyer feedback and focusing on creating value for the buyer are both keys to effective _________.

sales dialogue

A(n) _________ is an individual or organization that has a need for the product or service, has the budget or financial resources to purchase the product or service, and has the authority to make the purchase decision.

sales prospect

Although much of the basic information about the prospect can normally be gathered prior to meeting with a prospect, much of the information about the _________ will be obtained from the prospect during sales dialogues.

selling situation

What are proof providers?

statistics (facts that lend believability to product claims and are used as proof providers), testimonials (proof providers that are in the form of statements from satisfied users of the selling organization's products and services), case histories (a testimonial in story or anecdotal form used as a proof provider)

A salesperson's plan for gathering qualified prospects is called a(n) _________.

strategic prospecting plan

A(n) _________ is a part of the strategic prospecting plan that can be as low-tech as a set of 3 X 5- inch note cards or employ one of the many computerized and online contact management or customer relationship management software applications

tracking system

Kim is a salesperson for ABC Advertising. She is having trouble maintaining control of her sales calls. Kim finds that her customers often go off on tangents and talk about relatively unimportant things until her time with those customers is up. Kim could benefit by:(A) improving her questioning skills and using carefully crafted questions. (B) being candid with her customers by telling them they are wasting her time. (C) talking more during the sales call so the customers do not have a chance to go off on tangents. (D) being more formal and less friendly during the sales call. (E) changing the direction of the conversation by using nonverbal gestures.

Professional Selling Exam 2 (Ch. 4-7)

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