Professional Selling Finals Exam

_______ can create value for both you and your customer because it might be a way of gaining a foothold in your buyer's business.

"Sell low now, make profits later" approach

Some studies have found that _______ of customer attrition is due to poor services.

50-70 percent

In the eyes of most customers, value is more important than price. Always try to position your product with _______.

A convincing value proposition

With a planned consultative presentation, the salesperson is considered ________.

A strategic resource and partner for the customer

The proper attitude during closing should be viewed as _______.

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

When you are working on a large, complex sale, you should try to ________ throughout the sales process.

Achieve incremental commitment

Every aspect of the sales presentation should be ________.

Adapted to the needs or problems identified by prospect and salesperson

Opportunities for expansion selling will arise _________.

As the salesperson learns more about the customer

During the sales process, salespersons make the mistake of not _______ more than once.

Asking for the order more than once

If you have identified a genuine need, presented your solution in terms of buyer benefits, presented an effective sales demonstration, and negotiated buyer concerns, the _______ might be the most natural closing method.

Assumptive close

Satisfied customers become an _________.

Auxiliary Sales Force

Satisfied customers are MOST likely _______.

Become a source for new prospects

The concept of finding "what alternative(s) will be acceptable to you if your negotiation does not succeed" is called _______.

Best alternative to negotiated agreement (BATNA)

The emotional response that comes when the buyer wonders whether he or she has made the correct decision is called _________.

Buyer's remorse

_________ are used to enhance customer service, loyalty, and growth.

Computer-based Systems

__________ involves selling products that are not directly associated with products that you have sold to an established customer.

Cross-selling

In a global business environment, it is good to remember several key things: _________.

Cultural differences require sensitivity, patience, and value-added selling

Being a _______ is a major factor underlying repeat sales.

Customer Advocate

Salespeople are in a unique position to enhance ________, the two major contributors to relationship quality.

Customer Satisfaction and Trust

In the new millennium, ________ has become a primary value-add function.

Customer Service

In resolving customers' problems, don't just do what is expected, but _______.

Delight the customer by exceeding their expectations

The five important service behaviors that enhance customer satisfaction and trust are _______.

Diligence, information communication, inducements, empathy, and sportsmanship

The ______ is the MOST straightforward closing approach and many buyers find it attractive.

Direct appeal close

Your customer's contact with the competition is inevitable. You should _________.

Do everything possible to help the customer make an intelligent comparison

Resistance to time is often referred to as stalling. A stall usually means the customer ________.

Does not yet perceive the benefits of buying now

the salesperson should be alert to specific benefits that generate the most excitement, which are called _______.

Dominant buying motives

Throughout the sales presentation the salesperson should recognize closing clues and be prepared to use __________.

Effective adaptive closing methods

________ minimize the possibility that you will spend more time discussing features that provide no benefit to the customer.

Effective pre-call preparation and well-executed need discovery

There are _______ specific methods of negotiating buyer concerns.

Eight

One of the MOST important personality traits salespeople need is ________, which is especially helpful in recognizing closing clues.

Empathy

The use of technology can help the salesperson ________.

Establish a more personal relationship with the customer

Briefly summarize what seems to be the customer's major concern and _________.

Express a sincere desire to find ways to solve the problem

The informative presentation emphasizes ________ often taken from technical reports, company-prepared sales literature, or written testimonials.

Factual information

The challenge a salesperson faces in almost every negotiation is to sell products and services based on ________, not on price.

Fair and unique value propositions

Personal visits, telephone calls, email messages, letters and cards, and call reports are examples of _______, which strengthen the partnership and add value.

Follow-up

High-performance salespersons do not abdicate responsibility after the sale. They continue to strengthen the partnership with __________.

Follow-up, follow-through, and expansion selling

Expansion selling includes _________.

Full-line selling, cross-selling, upselling

When dealing with an unhappy or angry customer, it is important to first _________.

Give him or her the every opportunity to disclose his or her feelings

Personal computers (PCs) with the support of online presentation technologies and presentation software have played an important role in _________.

Increasing sales force productivity

Need satisfaction can be achieved through ________.

Informing, persuading, or reminding

emphasize the relationship, target emotional links, sell specific benfits/get reactions; appropriate use of showmanship; minimize negative change impact; place strongest appeal at beginning or end; and avoid power of association

Key methods for using a Persuasive Presentation Strategy

Buyers will also use the "let-us-split-the-difference tactic." If the buyer's suggestions is not acceptable, then you might ________.

Make a counteroffer

Three things a high-performance salesperson can do after a lost sale are ________.

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

A major key to an effective customer service strategy is follow-through. Key ways a salesperson can add value with follow-through include _________.

Making credit arrangements, scheduling deliveries, and preventing post-sale problems

body movements, facial expression, and tone of voice ________.

Might be non-verbal buying clues

working to reach an agreement that is mutually satisfactory to both buyer and seller is called __________.

Negotiation

The informative presentation is commonly used to introduce ________.

New highly complex products and services of a technical nature

CRM technology offers _________.

New ways to save time in addition to enhancing and extending relationship-rich conversations

In many selling situations, the salesperson needs to take responsibility for _________.

Obtaining commitment from the customer

Using a persuasive communication strategy is in contrast to technical communication strategy. Persuasive communication strategies are ________.

Personal and subjective; emotional response; emphasize benefits; and influence-driven

process by which you motivate others to voluntarily do something you'd like them to do

Persuasion Presentation Strategy

The generic principles of formal integrative negotiations include _______.

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

Several closing methods might be necessary to get the prospect to make a buying decision; therefore, it is wise for the salesperson to _________.

Preplan several closes

A key thing to keep in mind about complaints is that _________.

Problems exist when the customer perceives they exist

If you are calling on business prospects, the way to overcome need resistance is to _________.

Prove your product is a good investment

Verbal closing clues can be divided into categories, which are _______.

Questions, recognitions, and requirements

a strategy to help maintain market share

Reminder Presentation or Reinforcement Presentation

Negotiation can happen at any stage of the sales process, but in most cases the most important negotiations will take place during the ______ stage of the buying process.

Resolution of problems

Some salespeople make the mistake of waiting until the close to ________.

Reveal information that might come as a surprise to the prospect

__________ is a major dimension of the selling process, with the objectives of providing maximum customer satisfaction and establishing a long-term partnership.

Servicing the Sale

Asking for the order is less difficult if the salesperson is _________.

Strategically prepared for the close

Dealing effectively with an unhappy customer should be thought of as an opportunity to _________.

Strengthen the business relationship

A type of expansion selling, full-line selling, is also called _______, which is the process of attempting to sell products or services that are related to the main item already sold to the customer.

Suggestion Selling

To achieve success with cross-selling, you need to use _______.

Survey questions and probing questions

The step in closing the sale that reassures the client is called _______.

The confirmation step

When you are dealing with the price-conscious transactional buyer, who needs flexibility and options, the _________ might be the most appropriate closing method.

The multiple options close

Concerns about the product or service often becomes the focal point of buyer resistance. Two common factors influencing the buyer's attitude are _________.

The product or service is not well established or the current product or service is satisfactory

The consequence of the use of the "if....then" tactic could be serious. If the buyer does have a number of options which offer the same benefits as yours, then ________.

The salesperson might have to concede

One of the most important aspects to remember about group presentations is ________.

They are more challenging and demanding than one-on-one sales presentations

Negotiate a win-win solution to the ________ before you attempt to close the sale.

Tough Points

A salesperson might attempt to turn the objection into a(n) _________ by concluding the sale without prejudicing the opportunity to continue the selling process with the buyer should he or she refuse to commit.

Trial close

Preparation for the close involves ________.

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

an important selling method that often adds value and is an effort to sell better quality products is known as _______.

Upselling

One strategy to use with buyers who use the "budget limitation tactic," is to ________.

Use unbundling by eliminating some items to reduce the price

Salespersons need to be prepared to substantiate certain points presented during the sales presentation that represent the ________.

Value proposition

Today's customers are well informed and might _______ early in the sales process.

Want to engage in negotiations

a second important negotiation planning, _______, is defined as the space between the seller's walk-away point and the buyer's highest willingness to pay.

Zone of Possible Agreement or ZONA

In analyzing each buyer concern, the salesperson should try to determine which method can be most effective. In most cases, the salesperson can use ________.

a combination of methods

Quantifying the solution is the process of determining whether a sales proposal adds value. Two ways to quantify the solution are ________.

a cost-benefit analysis and a return-on-investment analysis

Studies indicate that the favorable testimony of ______ can be an effective method of responding to buyer resistance.

a neutral third party

Increased customer expectations, after the sale is closed, requires _______.

a strategic plan for servicing the sale

The best time to deal with price is ________.

after you have reviewed product features and buyer benefits

In addition to traditional product issue questions you'll likely be asked, be sure to _________.

anticipate a diversity of questions such as finance, delivery, competition, and service

Important buying signals might _________.

be interwoven into normal conversation

One way to clarify price concerns is ________.

by asking questions to determine what the customer is thinking

Buyers sometimes use the "take-it-or-leave-it tactic." An alternative strategy to counter this tactic is to ________.

confidently review the superior benefits of your product and make another closing attempt

The use of social media tools like Youtube and other sites make it possible _________.

for various decision makers to view the video of the salesperson's presentation at any time during the sales process

A closing clue or buying signal _______.

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

One of the key characteristics of the group presentation's audience is ________.

it will include demanding, high-level decision makers of all types who will likely ask some difficult questions

When using tools like PowerPoint, Keynote,or Corel's Presentations for demonstrations, salespersons should attempt to _________.

make them look unique and different, but keep them simple

The great majority of buyer concerns fall into these five categories: __________.

need, product, source, time, and price

Salespersons, acting as a relationship managers, play a key role in the development of ________.

partnering relationships

Selling tools that are used to demonstrate the benefits of your solution and add value to the sales presentation are also called _________.

proof devices or marketing tools

The use of web-based presentations using tools like WebEx or GoToMeeting, enable the salesperson to _________.

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

________ is a closing attempt made at an opportune time during the sales presentation to encourage the customer to reveal readiness or unwillingness to buy.

the Trial close

As your prepare your group presentation, take into consideration _________.

the needs of the audience

The phrase, "People do not buy things; they buy what the things can do for them," means ________.

the salesperson should sell specific benefits and get customer reactions

To help overcome price concerns, salespersons need to direct the customer's attention ________.

to the value-added features of your product or service

Many ________ are primarily interested in price and convenience during negotiations so consider eliminating features that contribute to a higher selling price.

transactional buyers

If you are part of a team presentation, then be sure every team member ________.

understands his or her responsibility and the time he or she will be given for the presention