sales exam 3 - T/F & Fill in, CHAP 10, Exam 3
6) Which of the following statements concerning selling in England is true? A) The British consider it rude to discuss business after the business day. B) You should expect a quick decision on the part of the client. C) The British appreciate very informal introductions. D) Critiquing the competition's offering is acceptable. E) The British tend to be very expressive and casual.
A
19) The step in the Presentation Plan involving anticipating buyer concerns and using the win-win method is the: A) approach B) needs identification C) presentation D) negotiation E) close
D
A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.
False
In most cases, firms profit from the first two sales made to customers, and their profits drop significantly on additional sales.
False
In most situations, the involvement of technical experts on a sales team lengthens the selling cycle.
False
It is almost impossible for clients to understand some products without a well-planned presentation.
True
Overstructured sales presentations may cause a customer to feel like a number.
True
questions require a prospect to go beyond a simple yes/no response.
open
When you use the ________ approach, your opening statement should include a direct reference to the third party.
referral
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
10) Which is the first step in creating a presentation objective? A) Obtain personal and business information to establish the customer's file. B) Exchange personal information with the customer to break the ice. C) Learn about the competition's most popular products. D) Focus on networking in social situations. E) Acquire information needed for a routing plan.
A
16) Which step in the presentation plan involves reviewing goals and making initial contact? A) approach B) needs identification C) presentation D) negotiation E) close
A
2) As Sarah and Juan begin to put together the actual presentation, what should they do first? A) Clarify the objectives for the presentation using their company's standard form. B) Anticipate the prospect's needs based on the financial data gathered through public records. C) Search the CRM system for information on purchase records of similarly-sized clients. D) Find the correct format and graphics for the physical PowerPoint presentation. E) List all the features of the equipment they offer in a way that's easy for the prospect to read.
A
21) An approach that involves using the good will of a third party to make contact with the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach
A
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
17) Which step in the presentation plan involves determining needs and selecting a product solution? A) approach B) needs identification C) presentation D) negotiation E) close
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
27) Practicing an approach before making initial contact is most likely beneficial because: A) optimism is crucial to successful selling efforts B) rehearsal reduces the chances of making a mistake C) practicing ensures that transactional sales are profitable D) anxiety is normal for both new and experienced salespeople E) developing a deeper commitment to sales goals is important
B
3) Sarah has already made a brief call on the prospect. Which of the following objectives has she most likely achieved? A) developed trust and presented solutions B) established rapport and asked basic needs discovery questions C) asked basic needs discovery questions and negotiated pricing D) negotiated pricing and closed the sale E) closed the sale and agreed on shipping terms
B
7) Which of the following prescriptions is part of the presentation strategy? A) Build a strong prospect base by analyzing qualified customers. 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
8) Which of the following statements is most likely true? A) Following a tight script will help facilitate a sale in consultative selling. B) Team selling is effective when firms sell complex or customized products. C) Salespeople should concentrate on a single objective for each sales call. D) The salesperson should only meet with the decision maker. E) A receptionist is most likely to be the true decision maker.
B
11) All of the following are recommended guidelines for effectively making social contacts EXCEPT: A) responding to the customer's comments B) making nonverbal gestures of listening C) discussing your personal experiences D) maintaining appropriate eye contact E) initiating the social contact
C
18) Which step in the presentation plan involves showing the product to the customer? A) approach B) needs identification C) presentation D) negotiation E) close
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
28) It is vital to treat secretaries, assistants, and receptionists with respect because: A) they are a key 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 all purchases E) they will be the end-users of your product
C
3) The major purpose of the approach is to: A) quantify the prospect's interest in the 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) ensure that the prospect is a qualified lead
C
4) Sarah and Juan work together to analyze the answers to the questions Sarah asked the prospect about their needs. Based on this analysis, Juan and Sarah put together: A) a list of questions about the prospect's payment process B) a pricing discount schedule that involves a value chain C) a proposal of products that will solve the prospect's problems D) a plan for customer service to implement the products E) a relationship strategy based on the prospect's long-term needs
C
Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia. 11) At the trade show, Emmanuelle gives Suzanne her elevator pitch, which: A) establishes a deep rapport between Emmanuelle and Suzanne B) explains the product's features, benefits, and quality guarantees C) provides Suzanne with enough information to pique Suzanne's interest D) presents the benefits to Suzanne of purchasing the product for home décor retailers E) suggests that Suzanne will receive a discount if she purchases textiles from Emmanuelle
C
Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities. 6) Why is understanding the Web-Star product absolutely essential for a salesperson who uses adaptive selling to sell the teleconferencing software? A) The salesperson must know the product completely to be able to persuade prospects to purchase it. B) The salesperson must know the pricing schedule for all products and volumes of sales to give a quote instantly to an interested prospect on the phone. C) The salesperson must understand the ins and outs of the product to be able to quickly reevaluate the best configuration for a prospect based on new information from the prospect. D) The salesperson must know the product to be able to point out the flaws in competitor's teleconferencing software to prospects. E) The salesperson must know all about the product to be able to explain all the features during a presentation.
C
10) A Web-Star salesperson is preparing a sales presentation for a British firm that is interested in purchasing Web conferencing software. What is the best advice for the salesperson? A) Use aggressive sales techniques because British business people appreciate aggressiveness. B) Remind the prospect of the disadvantages of competing Web conferencing products. C) Immediately use first names with the prospect because British business people are informal. D) Focus on objective facts about the Web conferencing product during the sales presentation. E) Call the prospect frequently after the sales presentation to determine if a decision has been made.
D
13) Which of the following is recommended when making a telephone contact with a prospect? A) Avoid giving the receptionist or secretary too much information. B) Confirm the telephone appointment with a pre-appointment call. C) Avoid telling the person how much time the appointment may take. D) State the purpose of your call and explain how the prospect can benefit from a meeting. E) Avoid developing a written presentation, which may sound too structured for a telephone call.
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 because anxiety is abnormal. B) Do not anticipate success because you may become overconfident. C) Avoid the loss of spontaneity that comes with a well-rehearsed approach. D) Develop a deeper commitment to your goals. E) Employ the premium approach method.
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
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 follow up
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
5) Juan and Sarah make a second call on the client to present the proposal. After thanking the prospect for agreeing to a meeting, Sarah says, "I would like to accomplish three goals during the time you've given us today." Which approach is Sarah most likely using? A) customer benefit B) referral C) premium D) agenda E) survey
D
9) In the morning, the Web-Star salesperson will give a sales presentation to a current client, and in the afternoon, the salesperson will give a sales presentation to a new prospect. How is pre-call planning different for the two presentations? A) It is more important for new clients, as current clients have the same needs they did when they originally purchased the product, but new clients' needs are unknown. B) It is more important for new clients, as the salesperson must have a more polished, smoother manner with new clients to earn their trust. C) It is useful to do pre-call planning with both old and new clients if you have the time, but a good salesperson can conduct an effective sales call without prior preparation. D) It is equally important for both types of clients, as current clients' needs may have changed since the original purchase. E) It is more important for current clients, as the stakes are higher that they will reject a proposal once they have used the product.
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
15) "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." These statements are most likely an example of a(n) ________ approach. A) observation B) question C) survey D) method E) combination
E
20) The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the: A) approach B) needs identification C) presentation D) negotiation E) close
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
26) Which of the following is the LEAST likely cause of sales call reluctance? A) fear of rejection B) fear of group presentations C) fear of taking risks D) lack of self-confidence E) fear of networking
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
5) The referral approach is most likely effective because customers: A) appreciate prepared salespeople B) expect to ask and answer many questions C) tend to focus on benefits instead of features D) usually trust a salesperson who presents statistical data E) are impressed by product benefits presented by satisfied customers
E
7) Which question is most relevant to a Web-Star salesperson who is trying to tailor a presentation to a prospect's specific needs for Web conferencing software? A) What is the prospect's budget for the purchase? B) How familiar is the prospect with Web conferencing software in general? C) What level of technical expertise does the prospect have with computer software? D) Has the prospect been using paid or free Web conferencing software for meetings? E) How will the prospect be using Web conferencing software with its clients and employees?
E
8) A Web-Star salesperson is giving a sales presentation to a buying committee. What should the Web-Star salesperson most likely do in this situation? A) Focus only on the technically knowledgeable members of the group. B) State the adaptive selling objective for each group member. C) Use technical specifics when speaking to silent members. D) Utilize an elevator speech to develop rapport quickly. E) Identify the primary decision makers in the group.
E
Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. 1) Given that Juan and Sarah will be working as a team, which of the following is most important for Juan to do? A) Develop a price quote for the prospect before Sarah has the opportunity. B) Confirm his percentage of the commission with his sales manager. C) Develop the visual aids that will be used in the sales presentation. D) Conduct Internet research on the prospect. E) Clarify his role in the sales call.
E
A well-rehearsed approach should be avoided because it will sound too impersonal.
False
As the quality of audiovisual presentations improves, the salesperson's importance will diminish.
False
Customer service provides little opportunity to add value.
False
In British business settings, a hard sell is the best approach
False
In a single sales call or a multi-call situation, the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.
False
Letters from satisfied customers are ineffective sales tools.
False
Most prospects are willing and eager to participate in a presentation held off premises.
False
Multi-call sales presentations are common in many areas, but not in the retail field.
False
Note taking is necessary in every sales presentation because it demonstrates active listening.
False
Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.
False
Rehearsal of a sales presentation is not important if the presentation is well planned
False
Sight is considered the most powerful attention-attracting sense; therefore, it is the most important motivating force in every selling situation.
False
Since graphs are usually quite descriptive, no interpretation is necessary for the prospect to understand the material.
False
The objectives for the sales presentation are developed after completion of the presentation plan.
False
The presentation strategy should be developed before the relationship, product, and customer strategy in order to have an effective plan.
False
The question, "Do you use spreadsheet software?" is an example of a probing question.
False
The six parts of the presale presentation plan checklist represent new additions to the sales training literature.
False
Using a combination of approaches tends to confuse prospects and rarely results in identifying customer needs.
False
"Would this computer software meet your current business needs?" is an example of a confirmation question.
True
A good way to get the prospect's attention would be to use the customer benefit approach.
True
A need-satisfaction question can help move the sale forward.
True
A working model can be a satisfactory substitute for demonstrating the product itself.
True
According to research, engaging in two-way communication and striking a balance between open and closed questions are effective methods for improving sales success.
True
An effective sales presentation involves showing the prospect how the product fills specific needs.
True
An informative presentation is a type of need-satisfaction presentation.
True
CRM software can help salespeople plan better sales calls.
True
Consultative selling focuses on identification of the customer's problem and finding a solution.
True
In some cases, it is not practical to demonstrate the product itself.
True
Need identification begins during the approach, if the salesperson uses a survey during the initial contact with the customer.
True
Probing questions help you to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.
True
Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.
True
Sales teams can often uncover problems, solutions, and sales opportunities that no individual salesperson could discover working alone.
True
Some of the most effective sales presentations combine telling, showing, and involvement of the prospect.
True
Team selling is ideally suited to organizations that sell complex and/or customized products and services.
True
The premium approach involves giving the customer a free sample or an inexpensive gift.
True
The salesperson should personally inspect all equipment and products before a sales presentation to ensure everything is working properly.
True
The survey approach is generally a non-threatening way to open a sales call.
True
The transition from the preapproach to the approach is sometimes blocked by sales call reluctance.
True
There are several different types of presentations, and the salesperson should choose the one most likely to influence the prospect.
True
Tom Reilly, author of Value-Added Selling, says, "Value-added salespeople sell three things: the product, the company, and themselves."
True
________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.
confirmation
________ are the connectors between your messages and the internal emotions of the prospect.
emotional links
A survey conducted by Selling Power magazine found that 87 percent of salespeople use ________ to deliver their sales presentations.
laptops
Words or phrases that suggest pictorial relationships between objects or ideas are known as ________.
metaphors
Through ________, a salesperson establishes two-way communication by asking questions and actively listening to the customer.
needs discovery
A(n) ________ is a portable case or loose-leaf binder containing a wide variety of sales-supporting materials.
portfolio
Preparation for the actual sales presentation is a two-part process. Part one is referred to as the ________ and part two is called the ________.
preapproach, approach
Approach, needs identification, presentation, negotiation, close, and servicing the sale are steps in the Six-Step ________.
presentation plan
"How do you feel about using a computer to keep your expense records?" is an example of a(n) ________ question.
probing
________ enhance credibility and can take the form of a statement, a report, or a photograph
proof devices
Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.
question
________ questions are intended to discover basic facts about a prospect's problem and existing situation.
survey
________, not to be confused with telemarketing, includes many of the same elements as traditional sales.
telesales
