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Professional Selling Test 2

Terms in this set (226)

Mohamed is having difficulty forming a positive opinion of the sales representative that services his store. He finds it difficult to understand how she develops her views. Mohamed is experiencing:
A) submissive style bias.
B) communication-style bias.
C) cognitive dissonance.
D) communication blockage.
E) dominance style bias
B) communication-style bias.
A purchasing agent was overheard saying, "I don't know what it is, but I just don't like that sales representative". The purchasing agent is most likely experiencing:
A) intensity bias.
B) relationship bias.
C) personality conflict bias.
D) emotional intelligence bias.
E) communication-style bias.
E) communication-style bias.
Kaitlyn has been described as a "take charge" sales representative. Her style model would be:
A) sociable
B) dominant
C) easy going
D) authoritarian
E) reserved
B) dominant
People who are highly sociable tend to:
A) hide their feelings.
B) deny they have feelings.
C) be followers.
D) dislike authority.
E) express their feelings freely.
E) express their feelings freely.
Cecilia has been described as having an Emotive style. She has:
A) low sociability/low dominance
B) high sociability/low dominance
C) low sociability/high dominance
D) high sociability/high dominance
E) good communication-style flexing ability
D) high sociability/high dominance
Emotive people want to:
A) dominate others.
B) avoid developing social relationships.
C) let others do the talking.
D) develop social relationships quickly.
E) relax in social settings.
D) develop social relationships quickly.
Bob has been described as having a Directive style. Bob has:
A) low dominance/high sociability
B) high dominance/low sociability
C) high dominance/high sociability
D) low dominance/low sociability
E) low communication-style flexing ability
B) high dominance/low sociability
Directive people generally:
A) take charge of some facet of the operation.
B) take charge of every facet of the operation.
C) delegate some responsibility to someone else.
D) have low communication-style flexing skills.
E) delegate all responsibility to someone else.
B) take charge of every facet of the operation.
Scott has been described as having a Reflective style. He has:
A) high dominance/high sociability
B) high communication-style flexing skills
C) high dominance/low sociability
D) low dominance/high sociability
E) low dominance/low sociability
E) low dominance/low sociability
Reflective individuals:
A) are outspoken and expressive.
B) want to create social relationships.
C) tend to reflect but rely on others' opinions.
D) like to dominate over others
E) gather all information before forming an opinion.
E) gather all information before forming an opinion.
People with Supportive communication-style use __________ to accomplish tasks.
A) power
B) authority
C) friendly persuasion
D) logical arguments
E) bribes
C) friendly persuasion
Supportive individuals:
A) control emotional expression.
B) find it easy to express views.
C) do not express views.
D) seem difficult to get to know.
E) like to dominate over others.
C) do not express views.
Sally was sure she was going to close a deal with the ABC company president, Mr. Jones. She presented the facts fast and focused, and stuck to business. Mr. Jones wanted to have coffee and inquired how she enjoyed her position. She declined coffee and avoided his question. She did not make the sale because of what communication-style bias?
A) She is an Emotive/he is Supportive
B) She is a Directive/he is a Reflective
C) She is an Emotive/he is Emotive
D) She is a Supporter/he is an Emotive
E) She is a Directive/he is a Supportive
E) She is a Directive/he is a Supportive
Desmond wants to be able to adapt his communication style in order to accommodate the needs of other people. Desmond is:
A) style flexing
B) flexible
C) friendly
D) accommodating
E) style changing
A) style flexing
To sell effectively to Emotives, Alyson must:
A) be stiff and formal
B) place a lot of emphasis on facts and details
C) talk about his plans
D) support his own opinions
E) build goodwill and relationships
E) build goodwill and relationships
People with which communication style have low style-flexing ability?
A) Style-flexibility is a sales strategy that can be learned by people of all styles
B) Reflective
C) Supportive
D) Directive
E) Emotive
A) Style-flexibility is a sales strategy that can be learned by people of all styles
Kevin wants to be successful in selling to Supportives. He must:
A) disagree assertively.
B) stay in zone one.
C) quickly present a lot of facts.
D) talk only about his personal opinions.
E) build a good social relationship with the client.
E) build a good social relationship with the client.
Communication-style flexing is part of the ________ strategy.
A) presentation
B) product
C) customer
D) relationship
E) partnership
D) relationship
Which of the following statements regarding communication-style bias is true?
A) communication-style bias is quite rare
B) communication-style bias will not surface between two people with the same communication style
C) it is often difficult to explain the symptoms that accompany communication-style bias
D) communication-style bias is commonly understood in our society
E) communication-style bias has no place in sales
C) it is often difficult to explain the symptoms that accompany communication-style bias
All of the following statements regarding communication styles are true, except:
A) a communication style is a way of thinking and behaving.
B) there is a finite number of communication styles.
C) individual differences change over time.
D) individual differences are important.
E) communication styles are based on a combination of hereditary and environmental factors.
C) individual differences change over time.
Communication-style bias is a:
A) rare problem in selling.
B) common problem in selling.
C) problem that never occurs.
D) problem that cannot be overcome.
E) is a personality disorder.
B) common problem in selling.
A customer who takes the social initiative in most cases and expresses emotions openly is displaying characteristics of the ________ style.
A) Directive
B) Supportive
C) Emotive
D) Constructor
E) Reflective
C) Emotive
The words "aloof" and "stuffy" describe the ________ side of the ________ style.
A) immature; Reflective
B) immature; Supportive
C) immature, Emotive
D) mature; Supportive
E) mature; Reflective
A) immature; Reflective
When we move into the excess zone, all of the following typically occur, except:
A) our strengths tend to become weaknesses
B) style flexing increases
C) we say and do things which threaten interpersonal relations
D) style flexing decreases
E) our weaknesses tend to become strengths
B) style flexing increases
When a Reflective salesperson moves into the excess zone, he or she is apt to:
A) agree with everyone.
B) avoid making decisions.
C) excessively giggle.
D) express highly emotional opinions.
E) become extremely competitive.
B) avoid making decisions.
Communication-style bias is most likely to occur when salespeople:
A) have different ranges of vocabulary.
B) have contact with another person whose communication style is different than their own.
C) lack a grasp of social etiquette.
D) from diverse parts of the country meet and have difficulty understanding each other's dialects.
E) meet people from other parts of the country or globe
B) have contact with another person whose communication style is different than their own.
All of the following are major principles supporting communication style theory, except:
A) individual differences exist and are important
B) the most successful business and social relationships are those between identical styles
C) there is a finite number of communication styles
D) it is not an ability but a way to thinking and behaving
E) everyone makes judgments about others based on communication style
B) the most successful business and social relationships are those between identical styles
Which of the following is an accurate statement regarding the communication-style model?
A) It is based on three important dimensions of human behaviour.
B) It reflects research conducted in the late 1970s.
C) It discusses sixteen personality types.
D) It is composed of four distinct quadrants, each representing a major communication style.
E) It is composed of six distinct quadrants, each representing a major dimension of human behaviour.
D) It is composed of four distinct quadrants, each representing a major communication style.
The scale designed to measure the amount of control we exert over our emotional expressiveness is the:
A) emotional index.
B) a Myers-Briggs matrix.
C) sensitivity scale.
D) sociability continuum.
E) excess zone.
D) sociability continuum.
Which style flexing technique is most appropriate for a reflective salesperson to use in the presence of an emotive customer?
A) provide support for the customer's opinions and ideas
B) be more reserved
C) avoid an open display of enthusiasm
D) decrease your assertiveness
E) avoid too much informality
A) provide support for the customer's opinions and ideas
Clues to a customer's communication style include all of the following, except:
A) physical stature
B) tone of voice
C) gestures
D) facial expressions
E) personality
A) physical stature
The combination of high dominance and low sociability defines a style known as:
A) Constructor.
B) Emotive.
C) Directive.
D) Supportive.
E) Reflective.
C) Directive.
Zone one, zone two, and the excess zone within the communication-style model are used to describe which dimension of our communication styles?
A) maturity
B) predictability
C) flexibility
D) creativity
E) intensity
E) intensity
The combination of low dominance and low sociability defines a communication style known as:
A) Supportive.
B) Emotive.
C) Reflective.
D) Directive.
E) Constructor.
C) Reflective
Most successful sales people seem to possess the ________ communication-style.
A) directive and supportive.
B) reflective and emotive.
C) emotive and directive.
D) supportive and reflective.
E) directive, supportive, emotive, and reflective.
E) directive, supportive, emotive, and reflective.
Kofi can be described as extroverted, informal, active and he expresses his feelings without reservation. Kofi's communication-style can be described as:
A) Supportive.
B) Flexible.
C) Reflective.
D) Emotive.
E) Directive.
D) Emotive.
Callum likes to get to the point, prefers to do the talking rather than listening, is quite business like and likes to maintain control. His communication-style can be described as:
A) Reflective.
B) Supportive.
C) Emotive.
D) Directive.
E) Intense
D) Directive.
Mark is formal in social relationships, does not express his opinions dramatically, prefers orderliness and structure and tends to curb his emotions. Mark has a:
A) Reflective style.
B) Directive style.
C) Flexible.
D) Supportive style.
E) Emotive style.
A) Reflective style.
One of the factors which makes sales people drift into the excess zone is:
A) lack of training.
B) lot of training.
C) their unique behavioural characteristics.
D) stress.
E) immaturity.
D) stress
Altering sales behaviour in order to improve communication with the customer is called:
A) behaviour modification selling.
B) adaptive selling.
C) communication-bias selling.
D) value-added selling.
E) flexible selling.
B) adaptive selling.
Suzie has strong opinions on issues; she is frank, assertive, and demanding. When she meets her customer Simon, she tries to temper her opinions and becomes less rushed in her verbal and nonverbal communication. It can be said that Suzy is using:
A) adaptive selling.
B) accommodation selling.
C) behaviour modelling selling.
D) value-added selling.
E) cultural sensitivity.
A) adaptive selling.
An individual's communication style develops:
A) at birth.
B) at puberty.
C) during the first 3 to 5 years of life.
D) during the pre-teen years.
E) after going through a life changing experience
C) during the first 3 to 5 years of life.
Understanding the concept of communication-styles and applying it as necessary is considered a:
A) nonverbal communication skill.
B) personality trait.
C) verbal communication skill.
D) relationship management skill.
E) sales technique.
D) relationship management skill.
__________ people tend to be more competitive.
A) Dominant
B) Reflective
C) Confident
D) Supportive
E) Emotive
A) Dominant
The first step in determining your most preferred communication style is:
A) to complete a self-rating analysis
B) ask people who are objective to evaluate you.
C) to complete a 360-degree performance review.
D) identify where you fall on the dominance continuum
E) ask a communications expert to evaluate you.
D) identify where you fall on the dominance continuum
It is harder to get to know an individual from the __________ communication style.
A) Emotive
B) Directive
C) Reflective
D) Social
E) Supportive
C) Reflective
People with a Directive style use __________ to accomplish tasks.
A) logical argument
B) consensus
C) power
D) persuasion
E) cooperation
D) persuasion
The four-style model is applicable:
A) exclusively to women.
B) exclusively to the North American culture.
C) globally.
D) exclusively to the United States
E) to visible minorities only.
C) globally.
Our ability to minimize communication-style bias is called:
A) versatility.
B) adaptability.
C) emotional intelligence.
D) communication-based intelligence.
E) style-flexing.
A) versatility.
___________ people tend to curb emotional expression and are less likely to display warmth openly
Reflective
The _____________ communication style combines high sociability and high dominance.
Emotive
__________ is communicating in a way more readily understood by and more agreeable to persons of another communication style.
Style-flexing
Communication style-flexing is always the responsibility of the _________.
salesperson
The _______ Rule says "do unto others as they want done unto them".
Platinum
The key to relating to _______________ is to keep the relationship as businesslike as possible
Directives
After sitting through a two-hour lecture with her new accounting professor, Patricia left the classroom feeling that things were not going to go well for her this semester. She commented to another student, "I don't know exactly why, but I don't like that prof!". Patricia is experiencing ____________ bias.
communication-style
Our communication style is based on a combination of hereditary and _______factors.
environmental
The communication-style model that defines these styles is based on two important dimensions of human behaviour: dominance and__________.
sociability
Dominant people tend to be quite ________.
competitive
The first step in determining your most preferred communication style is to identify where you fall on the dominance________.
continuum
Sociability reflects the amount of control we exert over our _________ expressiveness.
emotional
In the communication-style model, dominance is represented on the __________ axis.
horizontal
In the communication-style model, sociability is represented on the __________ axis
vertical
Throughout the sales presentation, it is usually best to:
A) discuss the weakness of competing products.
B) refuse to discuss competing products.
C) avoid shifting the focus of attention away from your product to competing products.
D) discuss competing products even if you are not familiar with these items.
E) discuss the competing products first, to better position your product's strengths.
C) avoid shifting the focus of attention away from your product to competing products.
________ is/are a collection of beliefs, behaviours, and work patterns held in common by people employed by a specific firm.
A) Organizational culture
B) Organizational values
C) A value statement
D) A mission statement
E) Company philosophy
A) Organizational culture
Developing a product strategy is very important in the following buying situation:
A) personal buying
B) service buying
C) strategic alliance buying
D) impulse buying
E) transactional buying
C) strategic alliance buying
Which of the following statements about product knowledge is true?
A) Knowledge of one's product or service is not important in all areas of professional selling.
B) Research conducted by Whirlpool Corp. indicates that product knowledge received the least attention by firms in the study.
C) Complexity and variety of products available and the increasing number of new products complicate the buying process.
D) Respondents to a Learning International study felt that training should stress company history over any other area.
E) Rutger's Group believes that all employees should be able to pass a test on product knowledge before interfacing with the customer.
C) Complexity and variety of products available and the increasing number of new products complicate the buying process.
Which behaviour is appropriate when discussing the competition?
A) Answering questions about the competition even if you are unsure so that you are perceived as helpful and knowledgeable
B) Saying "I don't know" if you are not sure about a specific question about the competition
C) Asking customers what their opinions are about the competition
D) Expressing your feelings about the competition
E) Voluntarily initiating a discussion about the competition
B) Saying "I don't know" if you are not sure about a specific question about the competition
When customers ask, "What is the estimated annual energy consumption for this model refrigerator?" they are requesting product information from the category of:
A) manufacturing process
B) product application
C) product design
D) commodity exchange specifications
E) performance data and specifications
E) performance data and specifications
Successful sales presentations translate product features into:
A) functional attributes.
B) closed sales.
C) selling appeals.
D) product applications.
E) buyer benefits
E) buyer benefits.
Jillian Cho sells a line of copy machines that feature a "quick change" toner cartridge. The empty cartridge can be replaced quickly, without any mess, in a matter of seconds. Which of the following statements represents the most effective presentation of this feature?
A) "After years of research and development, our engineers developed the quick change toner cartridge."
B) "Our copy machines are better than the ones made by competition."
C) "If you purchase one of our copy machines, you will enjoy the benefits of a quick change toner cartridge."
D) "We have recently developed the only office copy machine that features a quick-change toner cartridge."
E) "All of our copy machines are equipped with the quick-change toner cartridge which means you no longer waste time replacing an empty toner cartridge."
E) "All of our copy machines are equipped with the quick-change toner cartridge which means you no longer waste time replacing an empty toner cartridge."
Which of the following is a buyer benefit that could be used when selling automobile tires? A) Steel belted
B) 60 000-kilometer rating
C) Made in Canada
D) Improved gas mileage
E) Service in all ten provinces
D) Improved gas mileage
All of the following are examples of performance data, except:
A) the EnerGuide verification label
B) a label on a storm window that indicates the product's "R" value
C) a window sticker on an automobile which lists the estimated fuel consumption
D) a mutual fund with returns of about 28% on average over the last five years
E) a list of product service centers available to customers
E) a list of product service centers available to customers
Which of the following statements regarding buyer benefits is true?
A) A feature is whatever provides the consumer with personal advantage or gain.
B) Prospects usually display about equal interest in features and benefits.
C) People do not buy benefits, they buy features.
D) If a buyer has a need, a feature can be designed to meet that need.
E) A benefit provides the consumer with personal advantage or gain.
E) A benefit provides the consumer with personal advantage or gain.
In terms of amount and type of product information given to a customer, a salesperson should:
A) give information on every feature of the product.
B) give s little information as possible about the product.
C) give information on his and competitors' products.
D) give information on specific features the customer needs and wants.
E) give information on what the customer asks.
D) give information on specific features the customer needs and wants.
When developing a product strategy, the salesperson must: A) adopt the functional attribute model. B) use feature-benefit analysis. C) review information on consumer motivation. D) adopt the double-win philosophy. E) adopt marketing concepts.
B) use feature-benefit analysis.
Raymond Trent is a sales representative employed by Computer Resources, a computer supplier that develops customer solutions that combine computer hardware, software, installation, and training. When he brings together many parts of the company's product mix in order to develop a custom-fitted solution, this product selection process is referred to as:
A) quantifying product features.
B) quantifying product benefits.
C) developing a product configuration.
D) mass customization.
E) establishing a product priority.
C) developing a product configuration
A manufacturer tests, modifies, and retests an original idea several times before it is offered to the consumer. This manufacturing state is called:
A) reluctant marketing.
B) performance data.
C) product development.
D) product application.
E) manufacturing process.
C) product development
Which of the following statements about sources of product knowledge is false? A) Plant tours would be of little value to more senior, experienced salespeople.
B) Many companies believe that salespeople should visit the manufacturing plant and see the production process.
C) Most companies prepare literature that provides detailed descriptions of their product.
D) Sales training meetings provide knowledge about both products and product users.
E) Sales people should be encouraged to use and observe the product.
A) Plant tours would be of little value to more senior, experienced salespeople.
Identifying product features and then converting these features to buyer benefits is an integral part of which style of selling?
A) Functional attribute selling
B) Product-style selling
C) Marketing-style selling
D) Consultative-style selling E) Analysis-style selling
D) Consultative-style selling
Ariel believes it is important to employ a product strategy. In addition to being a product expert she should:
A) adopt a double win philosophy.
B) practice communication-style flexing.
C) sell the benefits of her products.
D) know the personalities of her clients.
E) know about the industry.
C) sell the benefits of her products.
Hugh considers a product strategy one of his foundation beliefs as a professional salesperson. In addition to selling benefits, he should:
A) adopt the marketing concept.
B) practice communication-style flexing.
C) understand the buyer's personality.
D) sell the solution.
E) configure value-added solutions.
E) configure value-added solutions.
With so many products for customers to choose from, Lino feels that:
A) selling the extended warranty is useful in customer satisfaction.
B) price is the most important factor in the decision process.
C) being customer-oriented wins the sale.
D) thorough product knowledge adds value.
E) practicing communication-style flexing determines the sale.
D) thorough product knowledge adds value.
"Data dump" refers to:
A) telling customers all about the product intricacies.
B) meeting customers' information needs.
C) often upselling customers to more expensive products.
D) discussing fine points of important detail.
E) overloading customers with product data they neither need nor want.
E) overloading customers with product data they neither need nor want.
Marty is an enthusiastic salesperson with a lot of product knowledge. He has a tendency to provide customers with more product information than they want or need. This is an example of:
A) information overload.
B) value-added selling.
C) over-selling.
D) being a product expert.
E) data dump.
E) data dump.
Mystic Corp has gone through a process over the years of testing, modifying, and retesting its products. Mystic is actively engaged in:
A) the marketing concept.
B) product investment.
C) growth management.
D) customer direction.
E) product development
E) product development
Anita was promoted to manager of Milton Corp.'s product development team. The activities of the department are:
A) testing, customer research, and brochure development.
B) customer research, testing, and modifying.
C) quantifying the product solution.
D) testing, modifying, and retesting.
E) testing, modifying, and changing.
D) testing, modifying, and retesting
According to the survey reported in Sales & Marketing Management, the number one characteristic of salespeople who are able to build trust is:
A) customer orientation.
B) communication-style flexing.
C) quantifying the solution.
D) product knowledge.
E) total quality management.
D) product knowledge.
One of the main objectives of a written proposal is to:
A) quantify the solution to customers.
B) explain the superiority of your product over competitor's product.
C) present the product configuration in a written format for customers' benefit.
D) impress customers with your product knowledge.
E) disclose your marketing strategy to customers.
C) present the product configuration in a written format for customers' benefit.
Jackson works in the area that measures his company's products and services against established standards. We can assume he works:
A) in the production department.
B) at an amazing company.
C) in the accounting department.
D) in the marketing department.
E) in the quality control department.
E) in the quality control department.
When Ramona discusses solutions with her customers, she often must bring together many different elements of a product solution. The solution she proposes to her customers would be called:
A) overly complicated.
B) obvious.
C) very expensive.
D) product configuration.
E) the performance expectation.
D) product configuration.
Simon understands that the increased need for product configuration is often caused by:
A) his desire to increase the size of the sale.
B) the customer's perception that bigger is better.
C) the complex needs of his customers.
D) his desire to challenge himself to sell as much as he can.
E) the company's preference for complex selling situations.
C) the complex needs of his customers.
Marco puts together complex sales proposals for his clients. As a justification process, he will often provide a numeric analysis. This helps:
A) Marco differentiate between customers.
B) Marco estimates his sales volume.
C) to quantify the solution.
D) to sell at above-market prices.
E) the customer imagines how the product will look.
C) to quantify the solution.
Natasha is very good at "quantifying the solution." To do this, she may:
A) do costing.
B) quote several options at different prices.
C) provide a cost-benefit analysis.
D) discuss her product features.
E) help the customer imagine how the product will look.
C) provide a cost-benefit analysis.
Susie feels trapped by the organizational culture at Gerry Corp. This organization culture is:
A) unreasonably team oriented.
B) a collection of beliefs, behaviours, and work patterns.
C) a collection of beliefs, values, and ethics.
D) too free spirited for her liking.
E) highly restrictive
B) a collection of beliefs, behaviours, and work patterns.
The office equipment industry is highly competitive. Belinda maintains good competitive information. By having knowledge of competitors' strengths and weaknesses, she:
A) is able to undercut their price with this information.
B) understands her position and adjusts her strategy accordingly.
C) is able to inform her customers about those competitive products.
D) understands her position and explains it to the customer.
E) understands their position and adjusts her strategy accordingly.
B) understands her position and adjusts her strategy accordingly
When Rachel connects a statement of features with a statement of benefits, we can say she is:
A) using good communication skills.
B) using a bridge statement.
C) using slick sales techniques.
D) using rapport building techniques.
E) using a brochure style of selling.
B) using a bridge statement.
One of the key things that separates good salespeople from average salespeople is:
A) they are more honest about their product's limits.
B) they can mention all product features.
C) they do not underestimate competition.
D) they convert features to benefits and show customers the personal advantage or gain in using their product.
E) they talk about competitor's products to prove their product's superiority.
D) they convert features to benefits and show customers the personal advantage or gain in using their product.
The role of the salesperson in the information economy is to:
A) know his product features.
B) thoroughly know about the latest product technology.
C) convince the customer that their product is superior to competition's.
D) simplify the information available so that the customer can make the best possible buying decision.
E) know his competitor's product features.
D) simplify the information available so that the customer can make the best possible buying decision.
The reason Laurel Steel of Burlington, Ontario achieved ISO certification ISO/TS16949 is to:
A) increase their credibility with customers, since this assures the highest level of quality service.
B) reduce reliance on salespeople to sell the product.
C) comply with the law.
D) emulate their competitors.
E) be able to charge higher prices.
A) increase their credibility with customers, since this assures the highest level of quality service.
The difference between selling a product versus solution selling is:
A) solution selling is easier than product selling.
B) product selling takes longer time to accomplish.
C) product selling is more diagnostic in nature.
D) solution selling is for organizational customers.
E) solution selling requires greater effort in defining and diagnosing the customer's problem
E) solution selling requires greater effort in defining and diagnosing the customer's problem.
In very complex product sales, the real "value" in the sales comes from:
A) the after-sales service.
B) the reduction in financial risk of the purchase.
C) the least price that can be negotiated for the product.
D) the product itself.
E) the knowledge and expertise of the salesperson.
E) the knowledge and expertise of the salesperson.
The most challenging sale for a salesperson is a:
A) solution sale
B) value-added sale
C) transactional sale
D) consultative sale
E) strategic alliance sale
E) strategic alliance sale
The key role a salesperson plays in the information age is to:
A) provide new information to the customer at the information gathering stage.
B) create awareness for the product.
C) analyze the available information at the evaluation stage.
D) correct misinformation found on the internet.
E) remove cognitive dissonance experienced by the customer.
C) analyze the available information at the evaluation stage.
Creating a custom-fitted solution for a customer with complex buying needs is referred to as:
A) consultative selling.
B) solution selling.
C) product configuration.
D) value-added selling.
E) system selling
C) product configuration.
A salesperson who has the greatest ability to build trust has:
A) quantified a solution.
B) product knowledge
C) product configuration
D) a senior management title
E) an ability to manipulate consumer's beliefs
B) product knowledge
Quantifying the solution involves:
A) explaining how the sales proposal adds value.
B) calculating the return on investment (ROI).
C) showing the financial reasons for making the purchase.
D) doing a cost-benefit analysis for the customer.
E) all of the above
E) all of the above
The best time to discuss competition during a sales presentation is:
A) during the closing stage.
B) during the need discovery stage.
C) it is best not to mention competition during the sale.
D) during the negotiations stage.
E) during the demonstration stage.
C) it is best not to mention competition during the sale.
When it is suggested that the salesperson should become a product expert, it means he should gather knowledge about all of the following, except:
A) the competitor's products.
B) the industry the company operates in.
C) his company and its culture.
D) the products of his company.
E) government legislation
E) government legislation
The best way to present a product to a customer is:
A) to explain all the features of the product.
B) to explain how the product's price is justified.
C) to translate the features into benefits for the customer.
D) to explain how the product features are superior to the competitors.
E) to explain only the features that are relevant to the customer.
C) to translate the features into benefits for the customer.
The best strategy to add value to the sale is by:
A) explaining how the product is superior to competitors' products.
B) converting the features into benefits for the customer.
C) discussing the extra features the product has over and above those needed by the customer.
D) reducing the price of the product or discounting the product.
E) they are all good ways to increase value
B) converting the features into benefits for the customer.
The underlying criteria for determining which features to discuss in a sales presentation is:
A) features that are patent protected.
B) features that provide you with a competitive advantage.
C) features that address the customer's needs.
D) features which explain the cost of the product.
E) features that are technologically advanced.
C) features that address the customer's needs.
Words such as "which means that" or "because" which are used in sales presentations are called:
A) bridge statements.
B) linking words.
C) hooks.
D) explanatory words.
E) connections
A) bridge statements
Salespeople who truly love their products and are experts about them run the risk of:
A) creating resentment from envious customers
B) encouraging copy cat producers
C) alienating the competition
D) cornering the market
E) overloading their customers with product data they neither need nor want.
E) overloading their customers with product data they neither need nor want.
Translate the following company feature for a major automobile manufacturer, into a benefit: Feature: Our company has the largest selection of motors in the area. The translated benefit is:
A) Your equipment will be kept running in peak condition by well-qualified service personnel.
B) You will have an excellent choice of models to meet any specific needs you may have.
C) You will have less equipment downtime and will make higher profits.
D) Your completion will be suffer from inventory shortages.
E) You offer little in terms of price flexibility.
B) You will have an excellent choice of models to meet any specific needs you may have.
Translate the following company feature for an oil change company such as Mr. Lube, into a benefit: Feature: We hire only certified service technicians. The translated benefit is:
A) Your car will be kept running in peak condition by well-qualified service personnel.
B) You will have an excellent choice of technicians to meet any specific needs you may have.
C) You will have less equipment downtime and will make higher profits.
D) Your completion will suffer from labour shortages.
E) Your business does not have to remain competitive in price.
A) Your car will be kept running in peak condition by well-qualified service personnel.
A(n) _______ benefit shows how a feature can be helpful to a buyer, but it does not relate to a _________ need to be expressed by the buyer.
A) general; specific
B) specific; general
C) external; internal
D) internal; external
E) implicit; explicit
A) general; specific
Salespeople new to selling are more likely to perform a_________, listing a series of features without enabling the customer to see what benefits these features provide.
A) data dream
B) feature confusion
C) data dump
D) feature dump
E) benefit bonanza
D) feature dump
The customer who asks "What is the maintenance schedule for the 810 model?" is requesting a type of product knowledge known as _____________.
performance data
_____________, which are often accompanied by a sales letter, vary in terms of format and content.
Written proposals
A _____________ is a transitional phrase that connects a statement of features with a statement of benefits.
bridge statement
In the sales presentation, your knowledge of the product's features and your company's strengths must be presented in terms of the resulting ___________ to the buyer.
benefits
The _____________ magazine is a publication that tests products extensively and reports the findings in non-technical language for the benefit of consumers.
Consumer Reports
Salespeople need to become experts in the industry they represent. In many cases, this means moving beyond the role of product specialist and becoming a business ________.
analyst
At Lowe's Canada, a statement of ________ communicates what the company holds important and guides everyone in the organization as they serve the company's customers.
core values
The salesperson who is not well schooled in ________ issues or who cannot compute and supply price information accurately may be at a serious disadvantage.
financial
Another way to quantify the solution is to calculate the return on _______ (ROI).
investment
One way to quantify the solution is to conduct a(n) _______ analysis to determine the actual cost of the purchase and savings the buyer can anticipate from the investment.
cost-benefit
All of the following are basic qualification criteria for a prospect, except:
A) is it possible to have access to high-level decision-makers in the customer's organization
B) the person must have a need for the product
C) the person must be authorized to purchase the product
D) the person must be presold on the product
E) the person must be able to afford the purchase
D) the person must be presold on the product
A typical company will lose approximately ________ percent of its customers every year.
A) 25 to 30
B) 5 to 10
C) 45 to 50
D) 35 to 40
E) 15 to 20
E) 15 to 20
When a salesperson asks a customer to prepare a note or letter of introduction that can be delivered to the potential customer, this person is using which prospecting method?
A) telemarketing
B) cold canvass
C) networking
D) mail inquiry
E) referral
E) referral
A major barrier to prospecting is time. Therefore, salespeople should:
A) get involved in prospecting only after completion of all regular selling activities.
B) integrate some prospect identification with regular selling duties.
C) try to spend at least 50 percent of every week on prospecting.
D) try to avoid spending time available for actual selling on prospecting.
E) perform prospecting duties first.
B) integrate some prospect identification with regular selling duties
Which one of the following efforts is used by progressive marketers to improve the quality of the prospecting process?
A) increase the use of cold calling to identify prospects
B) avoid the temptation to develop quality standards that might interrupt the steady supply of prospects
C) shorten the sales cycle by quickly determining which of the new prospects are qualified prospects
D) increase the use of telemarketing to identify prospects
E) reduce the number of prospects who "board the Ferris wheel"
C) shorten the sales cycle by quickly determining which of the new prospects are qualified prospects
Which one of the following sources would be best if you were considering exporting to an international country and needed foreign country and market information?
A) Canadian Foreign Investment Guide
B) Fraser's Canadian Trade Directory
C) Department of Industry, Trade, and Technology
D) Canadian Trade Index
E) Export Development Corporation
E) Export Development Corporation
Which of the following is a true statement regarding prospecting?
A) Personal observation is an unlikely prospecting technique.
B) Not all prospects are equal.
C) Businesses with loyal customers do not need to prospect for new customers.
D) Cold calling prospecting is a systematic approach to identifying prospects.
E) Salespeople should not use friends and acquaintances as a source of prospects."
B) Not all prospects are equal
Networking, as it applies to the field of selling, is a method of prospecting:
A) with the telephone.
B) popular only in the telecommunications field.
C) which is seldom used today.
D) which is more common in North America than in the rest of the world.
E) that relies on making contacts with people and profiting from the connection.
E) that relies on making contacts with people and profiting from the connection
Which of the following is true regarding prospecting at trade shows?
A) it is hard to identify prospects
B) it is an expensive method of prospecting because of the trade show fees
C) it is costly because it is hard to close sales for trade show prospects
D) it requires over five sales calls to close a sale from trade show prospects
E) it is easier to identify good prospects and close a sale at a trade show
E) it is easier to identify good prospects and close a sale at a trade show
All of the following statements about trade shows as a source of prospecting are true, except:
A) it is harder to close a sale at a trade show because customers can do a lot of comparison shopping
B) visitors to a trade show tend to be qualified buyers
C) there are a large number of people from a common industry
D) it is possible to demonstrate the newest products
E) they are a cost-effective source to make contacts in a short period of time
A) it is harder to close a sale at a trade show because customers can do a lot of comparison shopping
Stanley is the new sales representative for the ABC Company. He understands that the main purpose of a salesperson is to:
A) educate himself about his company.
B) create customers.
C) keep former clients up to date on new products.
D) educate himself about the products he sells.
E) make the sale.
B) create customers.
Sabrina is the new sales representative for the ABC Company. She wants to increase the number of "qualified" prospects in her prospects base. These will include prospects that:
A) have a line of credit with a bank.
B) are members of a buying centre.
C) have bought from competitors.
D) have a need for the product.
E) do not want a transactional sale.
D) have a need for the product
Prospecting refers to the process of: A) identifying unmet needs. B) developing a social network. C) developing new products. D) developing new sales techniques. E) identifying potential customers
E) identifying potential customers.
Emma knows that a potential customer has four basic qualifications: 1) they need the product, 2) they are able to afford the purchase, 3) they are willing to buy the product, and 4) __________________________.
A) they will use the product.
B) they will refer others to buy the product.
C) they will return for other products.
D) they are authorized to buy the product.
E) they are part of a buying centre.
D) they are authorized to buy the product.
Trade shows are useful to salespeople because:
A) they can learn about their competitors' products.
B) they can invite friends and family.
C) they can demonstrate their newest products.
D) they can learn new selling approaches.
E) they can meet other salespeople
C) they can demonstrate their newest products.
Natalia is building up her prospect base which is made up of current customers and:
A) company members.
B) friends.
C) family members.
D) potential customers.
E) previous customers.
D) potential customers.
Customer attrition is:
A) customer dissatisfaction.
B) customer disloyalty.
C) the loss of customers.
D) the growth of customers.
E) the need to educate customers.
C) the loss of customers.
Customer attrition can be related to all of the following causes, except:
A) customers moving to new locations.
B) companies going out of business.
C) companies merging with another business.
D) prospects who are unqualified to buy.
E) customer dissatisfaction.
D) prospects who are unqualified to buy.
Studies show that the average company loses what percentage of customers each year?
A) 60-65 percent
B) 75-80 percent
C) 15-20 percent
D) 25-30 percent
E) 5-10 percent
C) 15-20 percent
Rebecca's source of prospects comes mainly from referrals. Referrals are:
A) Rebecca's friends and family.
B) prospects recommended by a current customer.
C) prospects with high buying potential.
D) a current customer who wants to continue doing business.
E) former customers returning to do future business.
B) prospects recommended by a current customer.
Nancy tends to use the endless chain prospecting approach. The type of questions Nancy tends to ask are:
A) the "yes/no" type
B) the long explanatory type
C) probing questions
D) the closed-ended type
E) the open-ended type
E) the open-ended type
The practice of making business contacts at places such as professional conferences, seminars, and other social situations is called:
A) networking.
B) routing.
C) socializing.
D) prospecting.
E) cold calling.
A) networking.
In cold calling the salesperson selects a group of people who may or may not be prospects and _______________.
A) entertains them.
B) calls or visits them.
C) sends them a letter and a business card.
D) prepares a potential list.
E) sends them a brochure
B) calls or visits them.
Networking is the act of:
A) talking about your business to people outside your organization.
B) talking business at social occasions.
C) keeping contact with existing customers.
D) socializing.
E) making and using contacts.
E) making and using contacts.
Patrick Jones is a skilled networker because he meets as many people as he can, tells them what he does, and:
A) pays for all entertainment costs.
B) does business while he networks.
C) likes to network.
D) asks everyone he meets for a referral.
E) does not do business while networking.
E) does not do business while networking.
One strategy salespeople can use in order to make connections with upper-level executives of an organization is:
A) use the foot-in-door technique.
B) make a joint call involving a higher-level executive of their own company.
C) use the centre-of-influence method.
D) identify who is part of the buying centre.
E) networking.
B) make a joint call involving a higher-level executive of their own company.
The ability to conduct sophisticated sales data analysis and modelling is called:
A) Pipeline dashboards
B) Pipeline analytics
C) Pipeline prospects
D) Funnel boards
E) Funnel analytics
B) Pipeline analytics
Which person in the buying centre has the most influence on the purchase decision?
A) the technical influencer
B) the financial influencer
C) the gatekeeper
D) the user influencer
E) all may have equal influence on the purchase decision
E) all may have equal influence on the purchase decision
Centres-of-influence are:
A) buying centres
B) an organization which provides prospect mailing lists
C) influential people who are a good source of referrals
D) training centres
E) senior management
C) influential people who are a good source of referrals
A university professor who is in a position to influence a buying decision in the purchase of laboratory equipment but does not actually make the buying decision could be considered a:
A) reference group.
B) product expert.
C) prospect.
D) opinion leader.
E) centre-of-influence.
E) centre-of-influence.
When prospecting, a salesperson needs to collect two kinds of sales intelligence on the prospect: the prospect as an individual and_________________.
A) the prospect as a centre-of-influence.
B) the prospect as an opinion leader.
C) the prospect's business.
D) the prospect as a referral.
E) the prospect as a reference group
C) the prospect's business.
Ivan is a successful pharmaceutical sales representative. He establishes a business relationship with a well-connected and influential doctor with the hope of getting new prospect names. The doctor in this case can be called a:
A) router.
B) target market.
C) centre-of-influence.
D) agent.
E) qualified prospect.
C) centre-of-influence.
All of the following statements about prospecting are true, except:
A) Prospecting can take place in any environment.
B) Prospecting requires self-discipline.
C) Prospecting should start with a careful study of your market, product or service.
D) Prospecting should not be integrated into a regular sales call.
E) Prospecting can be easily integrated into a regular sales call
D) Prospecting should not be integrated into a regular sales call.
Improving the quality of prospects implies:
A) finding prospects who have high-profit potential.
B) finding prospects who are respectful and value relationship selling.
C) finding qualified prospects.
D) finding prospects who are not as concerned about price.
E) finding prospects who want to buy quality products.
A) finding prospects who have high-profit potential.
In business-to-business marketing, the method which has the greatest inquiry generating power is:
A) cold calling.
B) telemarketing.
C) direct response advertising.
D) centres-of-influence.
E) trade shows.
C) direct response advertising.
Women's Wear Daily, Oilweek and Canadian Grocer are examples of:
A) centres-of-influence.
B) qualified prospects.
C) prospect lists.
D) trade publications.
E) trade shows
D) trade publications.
Improved prospect planning involves not only improving the number and quality of prospects but reducing the sales cycle by __________ the prospect.
A) developing
B) qualifying
C) networking with
D) screening
E) investigating
B) qualifying
A systematic process of identifying potential customers:
A) prospecting
B) qualifying
C) net-working
D) cold calling
E) referral selling
A) prospecting
From a prospecting point-of-view, a positive outcome of very satisfied customers is:
A) shorter sales cycles.
B) increased referrals from current customers.
C) no negative word-of-mouth advertising.
D) lower buyer's remorse.
E) salesperson does not need to actively look for prospects
B) increased referrals from current customers.
All of the following are considered good sources for discovering new prospects, except:
A) Uncle Harry, who is retired, but was a CEO of a mid-size company two years ago
B) Megan Wong, a current customer
C) Marty, the mail-room clerk
D) the Canadian Business Resources
E) Wikipedia
E) Wikipedia
The technique of looking for prospects from sources such as Uncle Harry, who has many business contacts, is called:
A) the referral method.
B) endless chain method.
C) networking method.
D) cold calling.
E) the centre-of-influence method.
E) the centre-of-influence method.
In some situations, qualifying is done during the _________ stage of the sales process.
A) negotiations
B) planning
C) need discovery
D) prospecting
E) demonstration
C) need discovery
By collecting sales intelligence on their prospects, a salesperson can achieve all of the following, except:
A) develop long-term customers.
B) plan effective sales strategies.
C) add value to the sale.
D) gain a competitive advantage.
E) force competition out of the market.
E) force competition out of the market.
Asking a customer, "What role do you generally assume in the buying centre?" is aimed at collecting __________ on the customer.
A) marketing intelligence
B) qualifying data
C) sales data
D) personal data
E) sales intelligence
E) sales intelligence
The difference between sales data and sales intelligence is:
A) sales intelligence is used for sales forecasting purposes, while sales data is used for strategic planning.
B) sales data is collected from secondary sources, while sales intelligence is gathered from primary research.
C) sales intelligence goes beyond sales data by giving more insights into the prospect, their firm, and the market place.
D) there is no difference between sales data and sales intelligence.
E) sales data is collected by the salesperson, while sales intelligence is collected by professional research companies.
C) sales intelligence goes beyond sales data by giving more insights into the prospect,
The two popular tools for performing account analysis and allocating resources to qualified prospects in the database are:
A) the BCG matrix and portfolio analysis.
B) the product/market opportunity matrix and the BCG matrix.
C) sales intelligence analysis and CRM analysis.
D) the portfolio model and sales process model.
E) the pipeline model and sales funnel model
D) the portfolio model and sales process model.
The tool used by salespeople to classify potential customers in terms of customer needs and relationship strength is referred to as:
A) the sales funnel model.
B) the account analysis model.
C) the portfolio model.
D) the customer segmentation analysis model.
E) the pipeline model.
C) the portfolio model.
The model used by salespeople which classifies prospects based on where they are in the sales process is called:
A) the sales process model.
B) the account analysis model.
C) the sales funnel model.
D) the strategic/consultative model.
E) the pipeline model.
C) the sales funnel model.
The process of managing all prospects in the sales funnel to ensure there are regular and predictable sales over time is called:
A) portfolio management.
B) funnel management.
C) sales process management.
D) pipeline management.
E) prospect management
D) pipeline management.
Marvin Hill represents a company that sells industrial solvents used in certain manufacturing processes. Tomorrow, he will visit an established manufacturing company for the first time. An appropriate objective of this sales call could be to:
A) ask them for a referral.
B) learn as much as possible about the structure and culture of the organization.
C) close the sale.
D) overcome objections that may arise during the meeting.
E) provide after-sales service.
B) learn as much as possible about the structure and culture of the organization
The six-step presentation plan includes which of the following steps:
A) approaching, need discover, presentation, negotiating, closing, and servicing
B) initial contact, customer fitting, presentation, negotiating, closing and servicing
C) custom fitting, presentation, demonstration, negotiating, communicating, and closing
D) initial contact, presenting, demonstrating, negotiating, closing, and servicing
E) initial contact, presentation, demonstration, communication, closing, and servicing
A) approaching, need discover, presentation, negotiating, closing, and servicing
The major purposes of the approach are to:
A) make social contact and build desire for your product.
B) build rapport, capture the prospect's full attention and build interest in the product.
C) encourage the prospect to buy your product and ask for referrals.
D) gather facts about the prospect's authority to buy your product and configure a solution.
E) gather information on the prospect's needs and find out if you need to bring in others on your selling team
B) build rapport, capture the prospect's full attention and build interest in the product.
Which of the following statements indicates the salesperson is using the "survey" approach?
A) "I would like to learn about your traffic patterns to be sure our product meets your needs."
B) "We have the lowest price in town."
C) "Would you be interested in a security system that is currently used by most major financial institutions in Canada?"
D) "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."
E) "I am anxious to show you our newest copy machine."
A) "I would like to learn about your traffic patterns to be sure our product meets your needs."
Research studies indicate that the referral approach is effective because:
A) customers don't want to take the time to really get to know sales reps.
B) customers know that the viewpoint of a third party is always accurate.
C) customers always respect the opinions of a third party.
D) customers will be far more impressed with your good points if they are presented by a third party rather than by you.
E) customers seldom trust a salesperson, but do trust a third party.
D) customers will be far more impressed with your good points if they are presented by a third party rather than by you.
Which of the following prescriptions is part of the presentation strategy?
A) prepare a presale presentation plan needed to meet objectives
B) build a strong prospect base
C) project a positive sales image
D) assume a role of mentor and associate
E) become a product expert
A) prepare a presale presentation plan needed to meet objectives
All of the following statements are true, except?
A) Increasingly, there are more decision makers involved in selling situations.
B) The inflexible canned sales presentation violates the major tenets of consultative selling.
C) Salespeople should concentrate on a single objective for each sales call.
D) Multi-call sales presentations are common in complex sales.
E) Some sales presentations require a team approach.
C) Salespeople should concentrate on a single objective for each sales call.
The statement, "This track lighting system will improve the look of your room as well as add value to your home," is an example of a ________ approach.
A) product
B) benefit
C) combination
D) survey
E) product attribute
B) benefit
A strategic/consultative sales presentation should be:
A) canned.
B) highly structured.
C) systematic.
D) customized.
E) off the cuff.
D) customized.
The amount of time devoted to the social contact:
A) should never exceed five minutes.
B) is often overlooked.
C) is seldom an issue in personal selling.
D) will depend on the time of day.
E) will depend on how busy the prospect appears to be.
E) will depend on how busy the prospect appears to be.
Which one of the following is an effective suggestion for dealing with sales call reluctance?
A) make your sales calls early in the day when you have more energy and enthusiasm
B) avoid the loss of spontaneity that often comes with a well-rehearsed approach
C) get therapy to overcome sales call reluctance
D) do not anticipate success because you may become overconfident
E) recognize that it is normal to feel anxious about the initial contact
E) recognize that it is normal to feel anxious about the initial contact
Consider the following two statements:
1. Guaranteed insurance certificates represent a safe investment, but you may want to examine some options that will give you a better return on your investment. 2. Completion of our Financial Planning Profile questionnaire can help us identify investment options." Together, these are examples of:
A) the product attribute approach.
B) the survey approach.
C) the question approach.
D) a comment on the here-and-now observation approach.
E) the combination approach.
E) the combination approach
Raj is developing a presentation strategy. He includes developing the presale presentation plan, renewing his commitment to providing outstanding customer service, and:
A) inquiring about referrals.
B) overhead design procedures.
C) preplanning activities.
D) managing sales call reluctance.
E) establishing objectives for the sales presentation.
E) establishing objectives for the sales presentation.
Tara is developing a presentation strategy. She includes establishing objectives for the sales presentation, providing outstanding customer service, and:
A) developing a prospect base.
B) preplanning activities.
C) overhead design procedures.
D) enquiring about referrals.
E) developing the presale presentation plan.
E) developing the presale presentation plan.
When a customer's decision-making process is guided by a team, the seller is likely to use a ________ approach.
A) communication-style flexing
B) pre-call planning
C) consultative-selling
D) team-selling
E) multi-call sales presentation
D) team-selling
Sarina sets more than one sales call objective because:
A) she is indecisive.
B) all facets of the relationship can be accounted for.
C) she is guaranteed to accomplish something.
D) she wishes to reduce her fear of failure.
E) with so many factors needing attention, one objective is not enough.
D) she wishes to reduce her fear of failure.
Mitch often considers what factor(s) when setting presentation objectives?
A) what is the buyer's communication style
B) does he like the buyer or not
C) is he experiencing sales call reluctance
D) has the buyer been qualified
E) how familiar the prospect is with the product
E) how familiar the prospect is with the product
Closing the sale over several calls is often referred to as:
A) Levitt method selling.
B) Ferris wheel selling.
C) Hopper selling.
D) Learning International selling.
E) Multi-call sales presentations.
E) Multi-call sales presentations
When Paul is selling into a situation with complex product solutions that involve technical experts, he often employs:
A) relationship selling method.
B) an outside source of technical expertise.
C) a bait and switch selling method.
D) the services of a presentation planner.
E) a team selling solution.
E) a team selling solution.
Ramona realizes the most important factor when dealing with a buying team is:
A) winning the business at all costs.
B) determining the various buying influences.
C) winning the business with a good profit margin.
D) having a good presentation.
E) being persuasive.
B) determining the various buying influences
Denise understands that an effective sales demonstration:
A) will close more business.
B) helps build customer relationships.
C) helps speed up the sales cycle.
D) is actually not often necessary.
E) helps verify parts of the sales presentation.
E) helps verify parts of the sales presentation.
Lesley understands that an effective sales demonstration:
A) is actually not often necessary.
B) provides the customer with a better understanding of product benefits.
C) helps speed up the sales cycle.
D) helps build customer relationships.
E) will close more business.
B) provides the customer with a better understanding of product benefits.
The three main objectives of the approach include: 1) to build rapport with the customer; 2) to capture the prospect's full attention; and 3)___________:
A) change the customer's behaviour.
B) ask for a referral.
C) involve the prospect in a sales demonstration.
D) close more sales.
E) make a transition to the need discovery stage of the sales presentation.
E) make a transition to the need discovery stage of the sales presentation
The length of time devoted to the social contact depends on:
A) whether you are feeling sales call reluctance.
B) whether the buyer is serious about buying.
C) whether or not you like the buyer.
D) the type of product or service sold.
E) whether conversion has happened.
D) the type of product or service sold.
Stephen's most preferred approach is the referral approach. He likes this method because:
A) it gets the prospect's attention.
B) prospects are impressed with you if presented by a third party.
C) customers almost always answer a referral.
D) a salesperson should always refer to a substantial benefit.
E) it is the easiest way to approach a customer.
B) prospects are impressed with you if presented by a third party.
When Jason makes a transition from pre approach to approach, the sales call may be blocked by sales call reluctance. If this manifests itself as a fear it is a problem shared by:
A) order getters.
B) rookies and veterans.
C) organizational buyers.
D) missionary salespeople.
E) order takers.
B) rookies and veterans.
A good strategy for building relationship with prospects would be to:
A) understand what their buying motives are.
B) give them an expensive gift.
C) qualify them before approaching them.
D) research who their competitors are.
E) search for mutual acquaintances or interests.
E) search for mutual acquaintances or interests.
An important reason for applying the team approach in selling is:
A) to assist order takers dealing with new prospects.
B) to be able to deal with various buying centre members.
C) to provide more pressure and persuasion to the prospect.
D) to bolster new salespeople's confidence and provide moral support.
E) to improve the need identification process and to better identify the solution to customer's buying problems.
E) to improve the need identification process and to better identify the solution to customer's buying problems.
In today's dynamic sales presentations, the correct order for strategies is:
A) customer, presentation, relationship strategy in this order
B) presentation, customer, relationship strategy in this order
C) relationship, presentation, customer strategy in this order
D) relationship, presentation, customer strategy happening before the presentation strategy.
E) presentation, relationship, customer strategy in this order
D) relationship, presentation, customer strategy happening before the presentation strategy.
"Mrs. Gupta, let me show you how our new paper shredder MX. 420 works", is an example of:
A) the customer benefit approach.
B) the question approach.
C) the referral approach.
D) the survey approach.
E) the product demonstration approach.
E) the product demonstration approach.
"Mr. Fabio, are you aware of our company's extended warranty program?", is an example of:
A) the agenda approach.
B) the survey approach.
C) the question approach.
D) the product demonstration approach.
E) the referral approach
C) the question approach
The goal of the social contact during the approach is to:
A) develop interest.
B) understand buyer's needs.
C) establish rapport and trust.
D) understand buyer's communication style.
E) get more comfortable for the presentation
C) establish rapport and trust.
"Ms. French, my name is Melanie Cunningham, and I represent the Smiling Dog Studios. We specialize in pet photography. Your name was suggested to us by Mrs. Kalon who is a regular customer of ours" is an example of:
A) survey approach.
B) question approach.
C) referral approach.
D) agenda approach.
E) combination approach.
C) referral approach.
The objective of the Approach is to:
A) capture prospect's attention and generate interest in a prospect.
B) close the sale.
C) negotiate any concerns the prospect may have.
D) demonstrate the product to the prospect. E) qualify the prospect.
A) capture prospect's attention and generate interest in a prospect.
A complex selling situation often requires a:
A) one-person presentation.
B) reminder presentation.
C) high involved presentation.
D) persuasive presentation.
E) team presentation.
E) team presentation.
The presentation strategy includes elements from the relationship, product, and __________ strategies.
A) competitor
B) customer
C) sales
D) positioning
E) marketing
B) customer
The presentation strategy consists of the following prescriptions:
A) commit to being a product, customer, and market expert and make effective presentations.
B) establish sales call objectives, develop a presale presentation plan, and commit to provide outstanding customer service.
C) commit to effective implementation of the marketing plan and be customer oriented.
D) commit to maximization of customer satisfaction and company profitability.
E) all of the above
B) establish sales call objectives, develop a presale presentation plan, and commit to provide outstanding customer service.
The three objectives of the approach stage are to build rapport with the prospect, capture the prospect's attention, and _________.
A) generate interest in you, the salesperson.
B) demonstrate the product
C) generate interest in the company.
D) close the sale.
E) generate interest in your product.
E) generate interest in your product.
Industries where products are complex and the buying decisions are made by several people will require:
A) strategic selling.
B) multi-call sales presentations.
C) a presentation strategy.
D) consultative selling
E) relationship selling.
B) multi-call sales presentations.
Organizations which sell complex products and the buying decision may be made by several people may require __________.
A) team selling
B) consultative selling
C) partnership selling
D) strategic selling
E) relationship selling
A) team selling
"I will commit the buyer to disclose his dominant buying motives in this sales visit", is an example of developing a __________.
A) sales call objective
B) customer action plan
C) pre-approach plan
D) presentation plan
E) action objective
E) action objective
Changing selling strategies to suit the unique needs, wants and concerns of each customer is called:
A) adaptive selling.
B) suggestion selling.
C) personal selling.
D) team selling.
E) responsive selling.
A) adaptive selling.
The three key objectives of the approach stage of the sales presentation are:
A) to understand customer's communication style, build rapport and discuss business.
B) capture attention, develop interest, and build desire for products.
C) establish referent power, reward power, and expert power.
D) establish credibility, trust, and expert power with the customer
.E) build rapport, capture customer's attention, and transition to need discovery
E) build rapport, capture customer's attention, and transition to need discovery
The purpose of developing social contact is to:
A) get customer's involvement in the presentation.
B) develop customer's interest.
C) get customer's attention.
D) put the customer at ease.
E) create desire for the product.
C) get customer's attention
An effective strategy to convert buyer's attention to interest would be by:
A) complimenting the buyer.
B) searching for mutual acquaintances and interests.
C) engaging in small-talk with the buyer.
D) making "here and now" observations.
E) focusing on the buyer's dominant buying motives.
E) focusing on the buyer's dominant buying motives.
"Hello Mr. Jones, I would like to achieve two objectives during this meeting with you", is an example of using the __________ approach of developing business contact.
A) goal-oriented
B) action
C) objective
D) agenda
E) question
D) agenda
"Ms. Kim, the product I am offering you will be able to reduce your electricity bill by 5 percent a year", is an example of:
A) the agenda approach.
B) the customer benefit approach.
C) the problem-solving approach.
D) the objective approach.
E) the action plan approach.
B) the customer benefit approach.
"Dr. Tahoma, here are some samples for you to offer to your patients", is an example of the __________.
A) customer benefit approach
B) premium approach
C) agenda approach
D) trial approach
E) concession approach
B) premium approach
The fear of making initial contact with the prospect is called:
A) sales anxiety disorder.
B) communication anxiety disorder.
C) communication bias syndrome.
D) social anxiety disorder.
E) sales call reluctance.
E) sales call reluctance.
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