Q&A Hero

Q: When you deal with an unhappy customer, you should try to determine if their problem is real or perceived before attempting to resolve an issue.

Q: Cross-selling involves selling products that are directly related to products that you have sold to an established customer.

Q: Full-line selling, sometimes called suggestion selling, should be spontaneous and unplanned in order to achieve naturalness in the selling situation.

Q: According to Tony Allesandra, failure of a purchased product to perform as expected can be described as the "moment of truth."

Q: People buy expectations, not products, according to Ted Levitt, author of The Marketing Imagination.

Q: Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a representative from new church trying to attract members by advertising their philosophy and service times. Despite the discount Shane offers, the church representative walks away from the deal. What can Shane most likely learn from this experience? A) Show less confidence at closing. B) Engage in longer selling cycles. C) Focus on individual buying motives. D) Strive for incremental commitment. E) Avoid surprises at the close.

Q: Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a representative from new church trying to attract members by advertising their philosophy and service times. Shane and the church representative spend time talking about ways to structure the deal to make it possible for the church to buy the ads. Shane offers to discount the ad space if the church pays for the printing costs. This discussion is part of: A) an extended close B) negotiations C) rebuilding rapport D) logrolling E) partnering

Q: Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a representative from new church trying to attract members by advertising their philosophy and service times. When it is time for the church representative to sign the contract, Shane mentions that printing costs are not included in the price he quoted during the presentation. The church representative feels deliberately misled by Shane and finds that the printing costs put the ads over the church's budget. At what point should Shane have discussed the price breakdown? A) during the close B) during the pre-approach C) while building rapport D) during the presentation E) while servicing the sale

Q: Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a representative from new church trying to attract members by advertising their philosophy and service times. Shane feels the presentation and negotiation have gone well, so he decides to use a direct appeal close. What would Shane most likely say to the representative of the church? A) "Do you have any more questions about ad runs?" B) "It looks like I've covered all your questions." C) "Are you ready to sign the contract so we can close the deal?" D) "Is there anyone else we should present this information to?" E) "What is your overall opinion of my sales presentation?"

Q: Shane Chadwick is a sales representative for the Metropolitan Commuter Rail Service, selling ad space inside commuter rail train cars and stations. He has presented and negotiated to a representative from new church trying to attract members by advertising their philosophy and service times. Which of the following would most likely help Shane close a sale with the church representative? A) considering the value proposition from the prospect's point of view B) focusing on every benefit and feature of rail car advertising C) negotiating tough points during the close D) mentioning additional fees during the close E) asking for the order only one time

Q: Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception and is preparing to close the sale. Why is it most likely important for Lacey to engage in the confirmation step after closing a sale with Anne? A) Establish a long-term strategic partnership with Anne. B) Facilitate payment before Anne changes her mind. C) Gather feedback from Anne about the sales process. D) Prevent Anne from having buyer's remorse. E) Ensure that Anne provides many referrals.

Q: Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception and is preparing to close the sale. Anne seems to be experiencing buying anxiety, so Lacey creates a two-column chart. One column is titled "Reasons for Buying Now" and another column is titled "Reasons for Not Buying Now." Lacey is most likely engaging in a(n) ________ close. A) multiple option B) combination C) impending event D) management E) balance sheet

Q: Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception and is preparing to close the sale. Which statement most likely indicates that Lacey is implementing a summary-of-benefits close? A) "Are you ready to purchase the package and provide us with the down payment to reserve the date?" B) "We've got you in the African Savannah room from six to midnight, with a four-course dinner for 200, cake-cutting and plating, and full bar for $16,000. Is that correct?" C) "If you sign the contract now I can give you a champagne toast for free." D) "Do you have any questions about pricing or package options?" E) "As soon as you sign the contract, your date will be booked!"

Q: Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception and is preparing to close the sale. Which of the following is a signal that Anne is ready to sign the contract to book the reception? A) She looks at her watch. B) She checks her phone for messages. C) She asks, "How much do I need to put down now to reserve the date?" D) She asks, "Why don't you offer pre-set desserts?" E) She says, "The country club offers a chocolate fountain at no extra cost."

Q: Lacey Abrams is the sales representative for the Brook Park Zoo. She sells events, such as wedding receptions, corporate dinners, and fundraisers that are held on zoo grounds. She has just finished negotiating all the details of Anne Mason's upcoming wedding reception and is preparing to close the sale. Anne is considerably interested in having her wedding at the zoo but seems to need help envisioning the process and benefits. What type of close should Lacey most likely use? A) summary of benefits B) trial C) direct appeal D) assumptive E) special options

Q: Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union. Although he is not competing against other insurance agents, his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect. Even if a prospect who does not buy from Ahmed now, Ahmed should most likely: A) delete the prospect's record B) mark the prospect's file "Sale Lost" C) ask another sales representative at the firm to approach the prospect D) call the prospect every week until the prospect buys the insurance E) continue to make contact once a year with the prospect

Q: Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union. Although he is not competing against other insurance agents, his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect. Which of the following statements most likely illustrates a trial close? A) "How close are we to completing this sale?" B) "Since we have all the information, let's place the order." C) "Would you prefer paying on the first or the fifteenth every month?" D) "You can pay the premium in full or monthly. Which do you prefer?" E) "May I have you sign this information release form to complete the process?"

Q: Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union. Although he is not competing against other insurance agents, his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect. Which statement from a prospect is best categorized as a requirement clue? A) "I don't understand the purpose of disability insurance." B) "When is the first payment due?" C) "My entire family will need dental coverage." D) "Will this insurance cover hospitalization?" E) "I have coverage through my wife's job."

Q: Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union. Although he is not competing against other insurance agents, his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect. Ahmed knows the insurance he sells is a good value and that it is beneficial to customers. Moreover, Ahmed is confident that most prospects have already decided to purchase the insurance. What type of close will Ahmed most likely use? A) assumptive B) direct appeal C) trial D) special options E) management

Q: Ahmed ElShatif sells life and disability insurance to members of a large union in the Willamette Valley region. His company is the only approved insurance vendor for the union. Although he is not competing against other insurance agents, his prospects are not required to buy any insurance coverage at all. He spends an average of 20 minutes with each prospect, learning about their needs and explaining the various insurance products, and choosing the right combination for each prospect. When attempting to close a sale, Ahmed should most likely do all of the following EXCEPT: A) focus on a single point of greatest interest B) recognize verbal and nonverbal closing clues C) keep the prospect involved in the presentation D) accommodate the buyer's communication style E) reveal additional service and transaction fees

Q: What suggestions would you give to a salesperson that does not successfully close a sale?

Q: There are a number of factors that will increase the odds that you will close the sale. List the guidelines for closing the sale that have universal application.

Q: The ________ close offers the buyer something extra for acting immediately.

Q: ________ are closing attempts made at opportune times during the sales presentation to encourage the customer to reveal readiness or objection to buying.

Q: A(n) ________ is an indication, either verbal or nonverbal, that the prospect is preparing to make a buying decision.

Q: ________ is an emotional response that can take various forms such as feelings of regret, fear, or anxiety.

Q: A(n) ________ is any positive statement regarding your product or some factor relating to the sale, such as credit terms or delivery date.

Q: Once a salesperson has lost a deal, the salesperson should: A) remove the client's records from the CRM system B) send the client an email expressing displeasure with the negotiation process C) avoid any future contact with the client D) make sure the client knows about the weaknesses of the competitor E) keep the door open for future sales

Q: When a sale is lost, it is important to review the chain of events because: A) a client that has been lost once will be lost again B) the sales manager must take disciplinary action against the salesperson C) the salesperson should determine how to retaliate against the competition D) the salesperson will be able to learn from mistakes E) the client must decide to offer referrals

Q: An emotional response that can take various forms such as feelings of regret, fear, or anxiety is: A) Saturday-morning syndrome B) buyer's high C) buyer's remorse D) closing reluctance E) closing reserve

Q: The confirmation step is most likely important because it: A) assures that the customer cannot back out of the purchase B) reassures buyers that they made the right decision C) means that the salesperson can collect a commission D) leads into the service step of the process E) signals an end to buyer's remorse

Q: Salespeople should persist if the first effort to close is rejected, as this type of buyer admires persistence. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective

Q: A buyer with a(n) ________ communication style is influenced by emotion and should not be pressured to make a quick decision. A) directive B) rational C) supportive D) emotive E) reflective

Q: A buyer with a(n) ________ communication style most likely needs support and social acceptance from a salesperson. A) directive B) rational C) supportive D) emotive E) reflective

Q: Putting pressure on a buyer with a(n) ________ communication style will most likely make the buyer more indecisive. A) directive B) rational C) supportive D) emotive E) reflective

Q: The best closing method is: A) the one the sales manager prefers B) the one that is appropriate to the customer C) the one the salesperson has rehearsed most often D) either the assumptive or the summary-of-benefits close E) the multiple options close

Q: Which of the following is most likely a nonverbal clue indicating that a prospect is prepared to purchase the product? A) The prospect asks about the terms of the sale. B) The prospect's facial expression becomes closed off. C) The prospect crosses her arms over her body. D) The prospect leans forward and appears to be intent on hearing your message. E) The prospect begins to examine the product as a way to tune out the salesperson's voice.

Q: An indication, either verbal or nonverbal, that the prospect is preparing to make a buying decision is called a(n): A) assumptive close B) trial close C) approach D) direct close E) closing clue

Q: Salespeople should be confident at the time of the close if they can answer "yes" to all of the following questions EXCEPT: A) Do you believe in your product? B) Do you believe in your company? C) Do you believe in yourself? D) Are you ready to give discounts if they are needed? E) Have you identified a solution to the customer's problem?

Q: Withholding information from customers and revealing it at the close would most likely: A) violate federal truth in advertising laws B) cause the customer to buy more units C) jeopardize the completion of the sale D) be considered an assumptive close E) minimize the incremental close

Q: An incremental close is especially appropriate for a product: A) with a direct sales cycle B) with a long, complex sales cycle C) that is extremely expensive D) that involves a buying committee E) that involves few closing clues

Q: To close a sale more effectively, it helps to look at the value proposition: A) from the customer's point of view B) from the competition's point of view C) as a made-up concept D) as the objective to reach for E) to determine which type of close to use

Q: If the prospect says "no," which of the following should a salesperson LEAST likely do? A) Thank the prospect sincerely. B) Ask the prospect for future consideration. C) Review the chain of events to identify weaknesses. D) Try to reopen the presentation to confirm the decision. E) Seek general feedback from the prospect through probing.

Q: The statement, "We have always wanted to own a travel trailer like this one," is a closing clue that falls into which category? A) benefits B) requirements C) questions D) recognitions E) assumptions

Q: A closing clue can be described as a(n): A) indication that the customer is undecided about the buying decision B) indication you should speed up the sales presentation C) verbal or nonverbal form of feedback from the customer D) indication that the prospect fully understands the merits of your product E) request from the customer for more information

Q: Michael LeBoeuf, author of How to Win Customers and Keep Them for Life, says that a surprising number of yes responses occur: A) during the first trial close B) on the fourth or fifth closing attempt C) during the approach stage of the sales process D) after the salesperson asks for the order twice E) after the salesperson gives up the sale as lost

Q: Which of the following is a major step to be followed when using the multiple options close? A) Review methods of payment. B) Create one solid product configuration for the client. C) Include all the bestselling products in the configuration. D) Introduce new products during a lull in the conversation. E) Concentrate on the options the prospect seems to be interested in.

Q: Prior to the introduction of consultative selling and the partnering era, closing was often presented as: A) less relevant than strategy B) a type of win-win negotiation C) an unnecessary aspect of selling D) a minor component of personal sales E) the most important aspect of the sales process

Q: After closing a sale, the salesperson should do which of the following? A) Discuss the customer's family and other personal matters. B) Describe the satisfaction that will come from owning the product. C) Ask the customer to write a testimonial about the value of the product. D) Initiate a general conversation about the industry and economy. E) Discuss other products the buyer could have purchased instead.

Q: You have covered the major points of the sales presentation and detected considerable buyer interest, but you feel that the prospect will not be able to put the entire picture together without help. Which type of closing would be most appropriate? A) balance sheet close B) management close C) summary-of-benefits close D) trial close E) assumptive close

Q: Which is true of doing sales work in Latin America? A) You might receive a hug and pat on the back as part of the greeting process. B) Your interactions with decision makers will be direct and efficient. C) Lunch with the client tends to be brief and productive. D) Brazilian clients conduct business in Spanish or Portuguese interchangeably. E) Latin Americans tend to be very punctual for appointments.

Q: A salesperson who says, "If you will sign the order today, I can guarantee delivery within five days," is using which of the following closing methods? A) direct appeal B) assumption C) limited choice D) summary-of-benefits E) combination

Q: When you are working on a large, complex sale you should most likely try to achieve: A) joint partnership B) special concessions C) immediate commitment D) transactional synergy E) incremental commitment

Q: Matt, a computer salesperson, tells a prospect, "As I described earlier, we have two financing methods available. Which of them do you prefer?" Matt is most likely using which closing method? A) step-by-step B) special concession C) direct appeal D) multiple options E) assumptive

Q: During the close, attention should be focused on: A) a more detailed analysis of customer objections B) the information gathered in the pre-approach stage C) the single benefit that generates the most excitement D) the ceremonial and visual aspects of the sales presentation E) the features the product has that set it apart from the competition

Q: Which of the following is one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes? A) lack of strategy B) lack of loyalty C) fear of making a mistake D) fear of asking for the close E) fear of public speaking

Q: Difficulties closing the sale are most likely to arise when: A) the salesperson is not strategically prepared for the close B) the "magic moment" has elapsed before the close has been attempted C) verbal and nonverbal clues contradict each other D) the customer responds positively to the trial close E) the salesperson has too much confidence in the close

Q: Role playing is the best-known way to experience the feelings that accompany closing and to practice the skills needed to close sales.

Q: The direct appeal works best if it occurs early in sales presentation before a prospect shows clear interest in a product.

Q: When a customer says "no," there is no chance that the decision can be changed, so a salesperson should leave the office quickly.

Q: After closing the sale, it would be proper to say, "Do you know anyone else who might be interested in this product?"

Q: When you are working on a large, complex sale you should try to achieve incremental commitment.

Q: The direct appeal close is avoided by most salespeople because it adds complexity to a selling/buying situation.

Q: One of the least subtle buying signals displayed by the customer is the question.

Q: As a general rule, a salesperson should ask for the sale no more than three times.

Q: An example of a trial close is when the salesperson says, "Can I get your signature here?"

Q: Most nonverbal closing clues are easy to detect and interpret.

Q: Requirements posed by the customer may indicate readiness to buy.

Q: Lack of self-confidence prevents some salespeople from asking for the order.

Q: When doing business in most of Latin America, your business card should be translated into Spanish.

Q: The close is a good time to deal with controversial areas and problems.

Q: Hard-sell closing methods that involve manipulating the customer have fallen out of favor in the last few decades.

Q: Kelly Addison is a designer clothing buyer for a chain of department stores. She has gone through several negotiation certification programs and is considered an expert negotiator by her peers. If Kelly and the seller cannot come to terms on pricing or any other equivalent factors, which of the following is the most likely outcome of the negotiation? A) The seller will give in and accept the price the buyer wants to pay. B) The buyer and seller will use a random method to decide whose terms to use. C) The buyer and seller will walk away from the negotiation without closing a sale. D) The buyer and seller will take the disagreement to an outside mediator. E) The buyer will give in and pay the full price asked by the seller.

Q: Kelly Addison is a designer clothing buyer for a chain of department stores. She has gone through several negotiation certification programs and is considered an expert negotiator by her peers. Kelly often tells sellers that her budget will not allow her to pay the price they are asking. What is the most effective way a seller could counter that claim? A) offering to reduce the price through unbundling B) telling her to request a larger budget from her manager C) offering her the product for what she says she can spend D) asking to see proof of the limit of her budget E) convincing her of the benefits of the product

Q: Kelly Addison is a designer clothing buyer for a chain of department stores. She has gone through several negotiation certification programs and is considered an expert negotiator by her peers. Kelly's bottom line is price, but she has wiggle room if the seller can move on terms such as tiered discounts for subsequent orders. Which of the following would most likely appeal to Kelly? A) personalized service agreement for the product B) implementation of the product C) free training on use of the product D) a delayed payment plan E) using a different manufacturer

Q: Kelly Addison is a designer clothing buyer for a chain of department stores. She has gone through several negotiation certification programs and is considered an expert negotiator by her peers. Because Kelly is a tough negotiator, salespeople must be aware of how much flexibility they have in terms of price, specifications, and delivery schedules. Which of the following best helps a salesperson with determining the walk-away point when dealing with Kelly? A) SWOT B) ZOPA C) ROI D) PLC E) CRM

Q: Kelly Addison is a designer clothing buyer for a chain of department stores. She has gone through several negotiation certification programs and is considered an expert negotiator by her peers. When Kelly sees value in a product but does not want to pay the suggested price, she often offers to split the price difference with the seller. If a salesperson finds Kelly's offer unacceptable, the salesperson should most likely: A) agree to split the difference B) make a pricing counteroffer C) provide a trial demonstration D) walk away from the negotiations E) show sourcing documents as proof

Q: Karyn Fleishman is the lead sales representative on a team selling super-powered microscopes to research laboratories and other research institutions. She and her team just made a presentation to the buying team of a large lab, and they are about to enter the negotiation process to work toward closing a deal. The negotiations are stalled until Karyn's team discovers that the buyers are concerned about the costs of training laboratory employees to use the new microscope. What response would most likely move the negotiations forward? A) The sales team offers to demonstrate the microscope to the lab supervisors. B) The sales team provides testimonials on the efficacy of the microscope. C) The sales team ignores the concern and offers expedited delivery instead. D) The sales team offers discounted training from the firm's implementation team. E) The sales team assures the buyers that the microscope is easy to use.

Q: Karyn Fleishman is the lead sales representative on a team selling super-powered microscopes to research laboratories and other research institutions. She and her team just made a presentation to the buying team of a large lab, and they are about to enter the negotiation process to work toward closing a deal. Which of the following would be an example of logrolling in this negotiation? A) The sales team gives the buyer a lower price than in the initial proposal. B) The sales team creates a whole new proposal with different terms and pricing. C) The sales team offers the buyer an advantageous payment schedule. D) The sales team holds firm on the original price. E) The buyers pit two sellers against each other.

Q: Karyn Fleishman is the lead sales representative on a team selling super-powered microscopes to research laboratories and other research institutions. She and her team just made a presentation to the buying team of a large lab, and they are about to enter the negotiation process to work toward closing a deal. During the negotiations, it became apparent that the buyer had not understood the delivery schedule correctly. This most likely made the situation: A) more difficult, as the sales team clearly cannot communicate details effectively B) more difficult, as the sales team must start the whole negotiating process again C) more difficult, as the buyer was not capable of agreeing to the complex terms D) easier, as the buyer gave in to the seller with an apology for misunderstanding E) easier, as the sales team needed to clarify details instead of renegotiate