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Sale
Q:
________ are the connectors between your messages and the internal emotions of the prospect.
Q:
The ability to visualize an object, concept, or action not actually present is referred to as:
A) audio-visual aids
B) concentration
C) visualization
D) imaging
E) mental imagery
Q:
During a sales presentation, successful salespeople are most likely prepared to:
A) stick to a standard script
B) meet a wide range of buyer responses
C) conduct a one-way presentation to the buyer
D) limit the number of questions asked by prospects
E) identify the same problems for each different prospect
Q:
A successful sales presentation is:
A) the result of careful script-writing
B) conducted the same way each time
C) a model of good two-way communication
D) more about the salesperson than the customer
E) one that ends in a close
Q:
One danger of relying too heavily on a technical presentation is:
A) bringing along heavy equipment
B) missing the opportunity to create a relationship with the customer
C) impressing the customer with your technical savvy
D) failing to convey product knowledge
E) using unnecessarily expensive devices
Q:
Which of the following is a guideline for presenting in front of a group?
A) Identify and present primarily to the main decision-maker.
B) Identify the titles and roles of the people who will attend.
C) Arrive exactly in time for the presentation.
D) Be sure your presentation is characterized by technical depth and detail.
E) Be ready to "wing it" on questions the audience might ask.
Q:
Which of the following is a characteristic of technical communication?
A) influence-driven
B) benefit emphasis
C) emotional
D) subjective
E) objective
Q:
Which method of quantifying a solution involves calculating savings as a percentage of the original investment?
A) SWOT analysis
B) cost-benefit analysis
C) value-savings calculation
D) return on investment
E) customer lifetime benefit
Q:
Which type of sales presentation is built around a standard set of steps and tends to ignore the unique needs of each customer?
A) persuasive
B) reminder
C) informative
D) consultative
E) canned
Q:
Which type of sales presentation would most likely occur after a sale to ensure that current customers are aware of a firm's services and additional product offerings?
A) persuasive
B) reminder
C) informative
D) interactive
E) canned
Q:
Which term refers to a communication process by which you motivate someone else to voluntarily do something you'd like them to do?
A) persuasion
B) rhetoric
C) articulation
D) negotiation
E) enunciation
Q:
Web-based demonstrations can be an effective way to present when it is:
A) imperative that a customer see a full product demonstration
B) important to meet face-to-face
C) important to impress the buyer with technology
D) necessary to provide factual data and research
E) impossible or expensive to present in person
Q:
PowerPoint enables salespeople to provide customers with:
A) product brochures
B) interactive demonstrations
C) numerous product samples
D) professional-looking presentations
E) valid and reliable research summaries
Q:
When using graphs and charts, the salesperson should most likely:
A) assume the customer will understand them
B) move past them quickly
C) interpret them for the customer
D) assume the customer will read them after the presentation
E) bring only one or two hard copies, even when presenting for a group
Q:
The primary goal of a ________ presentation strategy is to influence the prospect's beliefs, attitudes, or behavior and to encourage buyer action.
A) value
B) sensory
C) reminder
D) persuasive
E) informative
Q:
Statements, reports, testimonials, customer data, and photographs are all examples of:
A) proof devices
B) presentation software
C) PowerPoint slides
D) product literature
E) presentation strategies
Q:
Technical reports, company-prepared sales literature, and writer testimonials from customers are most likely provided in ________ presentations.
A) value
B) sensory
C) reminder
D) persuasive
E) informative
Q:
Which of the following statements concerning laptop computers is true?
A) Laptop computers cannot access crucial systems remotely.
B) Laptops require salespeople to use strict scripts instead of customized demos.
C) Most salespeople use laptops during sales presentations.
D) Smartphones have replaced the use of laptops in sales presentations.
E) Presentation tools such as PowerPoint presentations rarely run well on laptops.
Q:
Which of the following statements regarding audiovisual presentations is true?
A) Focus your presentation on the features that have the greatest "wow factor."
B) At the conclusion of the presentation, persuade the prospect to buy.
C) Show the entire presentation and then answer questions.
D) Be sure the prospect knows the purpose of the presentation.
E) Avoid previewing the material which ruins the surprise factor.
Q:
Which of the following is true of doing business in Italy?
A) Businesspeople tend to be quite informal in terms of introductions and dress.
B) Entertaining clients at your home is considered better than doing so in a restaurant.
C) Gifts are considered bribes and will insult the recipients.
D) Most Italian businesspeople are in a hurry, so quick decision making is important.
E) Professional titles are used quite often in business dealings.
Q:
Jeremiah knows that it is possible to prepare a sales demonstration that is so structured and mechanical that the prospect feels like a number. Marketing people refer to this as what effect of the selling-buying process?
A) depersonalization
B) personalization
C) focalization
D) massification
E) concentration
Q:
If a salesperson was attempting to develop a feeling of ownership in a prospect shopping for a diamond ring, the salesperson should most likely:
A) explain the concept of the four C's in terms of diamonds
B) explain the store's installment payment plan for jewelry
C) lay the ring on black velvet to enhance its brilliance
D) inform the customer of the gem's clarity
E) encourage the customer to try on the ring
Q:
An effective sales demonstration is the result of both:
A) showmanship and visual stimulation
B) timeliness and talent
C) confidence and congeniality
D) planning and practice
E) personality and skills
Q:
Paolo Rodrigues is a sales rep employed by Montano Travel Services. He is preparing to demonstrate a very complex computerized reservation system at a meeting with a corporate client. Which of the following guidelines would be most helpful as Paolo conducts the demonstration?
A) Use showmanship to build product interest.
B) Use a portfolio to organize the key sales goals.
C) Offer one idea at a time with an appropriate amount of detail.
D) Be sure the sales demonstration gives the prospect a temporary feeling of ownership.
E) Use the customer's own computer and equipment to demonstrate the product's features.
Q:
Test results are most effective as a demonstration tool when they:
A) are part of a bound paper presentation
B) come from a respected independent agency
C) have been presented to the prospect in a spreadsheet or chart
D) demonstrate that the product is superior to the competition
E) have been sponsored by the vendor
Q:
The best selling tool is most often:
A) the product
B) a photograph or illustration
C) testimonials of satisfied customers
D) videocassette recordings
E) a referral
Q:
The components of a typical presentation worksheet are the features to be demonstrated, proof device to be used, what you will say, and:
A) when to ask for the close
B) when you will involve the prospect
C) when you will show and tell
D) what the customer is likely to say
E) what you or the customer will do
Q:
Which of the following is an accurate statement regarding the sales presentation?
A) It is best to communicate all you know about the product.
B) The location of the sales presentation is an irrelevant factor.
C) Each product feature is of equal importance to every customer.
D) Appealing to the prospect's senses makes the sales presentation more powerful.
E) A sales presentation that does not use technology is not likely to be successful.
Q:
When prospects participate in a sales presentation, they most likely:
A) bond with the salesperson
B) ask more summative questions
C) understand the product better
D) use more nonverbal communication
E) talk more often than the salesperson
Q:
Mario Cortez is preparing a sales presentation for a buying team made up of health care personnel. It is most important that he:
A) recognize that printed documents provide the only credible form of proof for the audience
B) understand that communication via the spoken word alone is very difficult
C) conduct the demonstration at a neutral location
D) develop a highly structured demonstration to save time
E) save all the questions for the end of the presentation
Q:
When a prospect simply cannot imagine how a product can be used, a salesperson's best strategy is to:
A) use a product demonstration
B) convert features to benefits
C) cover one idea at a time
D) appeal to more than one sense
E) use more technical terms
Q:
As the quality of audiovisual presentations improves, the salesperson's importance will diminish.
Q:
Some of the most effective sales presentations combine telling, showing, and involvement of the prospect.
Q:
Sight is considered the most powerful attention-attracting sense; therefore, it is the most important motivating force in every selling situation.
Q:
An effective sales presentation involves showing the prospect how the product fills specific needs.
Q:
Rehearsal of a sales presentation is not important if the presentation is well planned.
Q:
The salesperson should personally inspect all equipment and products before a sales presentation to ensure everything is working properly.
Q:
A working model can be a satisfactory substitute for demonstrating the product itself.
Q:
Most prospects are willing and eager to participate in a presentation held off premises.
Q:
It is almost impossible for clients to understand some products without a well-planned presentation.
Q:
In some cases, it is not practical to demonstrate the product itself.
Q:
Letters from satisfied customers are ineffective sales tools.
Q:
Since graphs are usually quite descriptive, no interpretation is necessary for the prospect to understand the material.
Q:
A need-satisfaction question can help move the sale forward.
Q:
Overstructured sales presentations may cause a customer to feel like a number.
Q:
There are several different types of presentations, and the salesperson should choose the one most likely to influence the prospect.
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
How is servicing the sale going to be the major way for John Alexander to create value?
A) Post-sale service from John and other Nordic Fox employees will make sure the sanitation employees can operate the machinery well, which will solve the sanitation director's problem.
B) By keeping in touch with the sanitation director after the sale, John may lower development costs.
C) John will personally train the employees on operating the machinery to ensure that safety is a priority.
D) By providing excellent post-sale service, John can charge more for the equipment, which increases profits for Arctic Fox.
E) The more service John provides to the sanitation director, the less likely that reminder presentations will be necessary.
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Which part of the need-satisfaction model is John performing when he explains to the sanitation director why the equipment he has selected will fulfill his needs?
A) Part 1: Need Discovery
B) Part 2: Selecting a Solution
C) Part 3: Need Satisfaction
D) Part 4: Servicing the Sale
E) Part 5: Leveraging Referrals
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Based on what John learns during the discussion, John realizes that the director has some unique equipment needs that may involve developing a custom machine. John will most likely need to:
A) ask more closed questions
B) recommend a competing product
C) develop a complex sales package
D) use persuasive communication skills
E) engage in product configuration
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Which of the following LEAST likely indicates that John is engaged in actively listening to the sanitation director?
A) paraphrasing the director's comments
B) asking the director various questions
C) nodding in agreement when appropriate
D) telling the director about product features
E) taking notes during the discussion
Q:
Nordic Fox Heavy Equipment imports heavy machinery used in regions of Europe and North America where heavy snowfall is an issue. This machinery is used by municipalities to clear roads during snowstorms. John Alexander is the senior regional sales manager for New England.
John goes into a meeting with the sanitation director of a large city that got slammed by a snowstorm a month previously. During the cleanup, operators of the city's plows destroyed a significant amount of city and personal property, which triggered public inquiry into the competence of the sanitation staff and director.
Of the following, what is the first thing John should do after hearing about the recent situation?
A) Choose equipment for the city that will solve the sanitation director's problem.
B) Ask questions to find out what the sanitation director's needs are.
C) Persuade the sanitation director to purchase the equipment.
D) Confirm the sale with the sanitation director.
E) Create value for the sanitation director by servicing the sale.
Q:
The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a need-satisfaction question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop, as well as tracking mixes that lead to the actual purchase, to be able to mix songs for better sales?
E) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?
Q:
The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a confirmation question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop, as well as tracking mixes that lead to the actual purchase?
E) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?
Q:
The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a probing question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of purchase?
C) How does your current music provider track the correlation between songs and purchases?
D) Would it help you to be able to track songs as customers browse and shop?
E) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?
Q:
The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
Which of the following is a survey question Jeff can ask the merchandising manager?
A) If I understand you, knowing only the song playing when the customer reaches the register doesn't take into account patterns of shopping, purchasing triggers, or waits in a checkout line?
B) Do you have point-of-purchase software that allows you to track time and amount of purchase?
C) How does your current music provider correlate songs and purchases?
D) Does knowing the song playing at the moment the customer gets to the register give you the information you really need to create an effective mix?
E) Would it help you to track songs as customers browse and shop?
Q:
The Ferrante Company sells custom music mixes to retail stores for the purpose of creating a specific mood and increasing sales. Ferrante's major innovation is the ability to correlate sales activity, customer movement, and customer behavior to the songs playing in the background.
Jeff Baliyut, a sales representative with Ferrante, is meeting with the merchandising director of a major retail chain that sells kitchen accessories and specialty foods.
Why is the ability to track purchases by song mix so important for Ferrante's clients?
A) Ferrante sells cheaper custom mixes than standard soundtracks available from other vendors.
B) It allows the clients to shape the store brand with music.
C) It gives them information on their competitor's products and services.
D) It allows them to increase sales by playing the songs that stimulate purchases.
E) It requires them to play certain songs no more than a few times in a shift.
Q:
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a need-satisfaction question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Do the bigger guests buy the swimsuits you currently sell?
C) What are the shapes and sizes of the guests at the resort?
D) So, the swimsuit lines you currently stock do not sell to larger or older customers?
E) What if we could give you a line of suits that could increase your sales by 20%, would that be valuable?
Q:
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a confirmation question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the shapes and sizes of the guests at the resort?
D) So, the swimsuit lines you currently stock do not sell to larger or older customers?
E) What if we could give you a line to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?
Q:
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a probing question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the most common swimsuit sizes sold to guests at the resort?
D) What colors and sizes are primarily sold in your boutique?
E) Do you experience a fluctuation of sales throughout the year?
Q:
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a survey question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the most common swimsuit sizes sold to guests at the resort?
D) Is it correct that the swimsuit lines you currently stock do not appeal to older women?
E) What if we could give you a line to sell that is luxurious but also looks as good on older and bigger women as it does on smaller women?
Q:
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
How can Jeannie use a consultative model to sell Meli Kinaua'a swimsuits to boutiques?
A) Find out what needs the boutiques have that Meli Kinaua'a suits will fill.
B) Describe the reasons Meli Kinaua'a suits are superior to other lines.
C) Work with boutiques to develop new suits that will sell better.
D) Consider selling to big-box stores that don't carry swimsuits.
E) Give large discounts to get boutiques to try Meli Kinaua'a suits.
Q:
List and describe the four most common types of questions used in the field of personal selling.
Q:
List and discuss the four major parts of the Consultative Sales Presentation Guide.
Q:
________ questions help us to determine if there is mutual understanding of the problems and circumstances the customer is experiencing.
Q:
"How do you feel about using a computer to keep your expense records?" is an example of a(n) ________ question.
Q:
________ questions require a prospect to go beyond a simple yes/no response.
Q:
________ questions are intended to discover basic facts about a prospect's problem and existing situation.
Q:
Through ________, a salesperson establishes two-way communication by asking questions and actively listening to the customer.
Q:
Which of the following most likely occurs during the need discovery stage of the consultative sales process?
A) matching benefits with product offerings
B) conducting product configurations
C) modifying a product solution
D) establishing buying motives
E) conducting a sales presentation
Q:
Which stage of the consultative sales process most likely increases a salesperson's opportunities to build repeat business?
A) need discovery
B) solution selection
C) need satisfaction
D) sale servicing
E) approach
Q:
Action Selling claims that there is a higher rate of successfully closing a sale when a salesperson can:
A) introduce the product within the first five minutes of conversation
B) persuade the customer to buy an unnecessary product
C) uncover two or more needs during questioning
D) summarize the technical details of installation
E) customize product offerings at a low cost
Q:
According to the Action Selling training course, the key to sales success is:
A) telling customers about product benefits
B) asking customers effective questions
C) closing deals with customers
D) providing adequate reasoning
E) making many sales calls
Q:
If the customer's problem is not solved by any of the products or services the salesperson sells, then it is most appropriate for the salesperson to:
A) recommend another source
B) ask more summary questions
C) request a second meeting in the future
D) repeat the need-satisfaction presentation
E) conduct a team-selling presentation to persuade the customer
Q:
In a situation in which the customer may not be fully aware of a problem, the salesperson will most likely need to:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for another meeting
D) recommend a configured solution immediately
E) define the problem and recommend the solution
Q:
If the customer is aware of the problem and the salesperson sells a product that can solve the problem, the salesperson should:
A) recommend another source
B) ask more probing questions
C) end the sales call and ask for a future meeting
D) recommend the solution immediately
E) define the problem and recommend multiple options
Q:
A salesperson who represents a company with many products will most likely need to:
A) ask the customer many summary questions
B) sell the customer the most popular products
C) configure an appropriate solution for the customer
D) create value by including all products in the solution
E) engage in transitioning during the sales presentation
Q:
Salespeople should most likely make benefit statements that:
A) cannot be matched by competitors
B) match the specific needs of the customer
C) match the needs of the typical buyer
D) are similar in every presentation
E) align with recent research
Q:
If a customer needs a solution the salesperson does not have available, recommending a competing company's solution will most likely:
A) increase the customer's trust in the salesperson
B) destroy the customer's relationship with the salesperson
C) lead to a joint partnership between the two firms
D) persuade the customer to buy the salesperson's solution
E) reinforce the need to engage in more transactional sales
Q:
A(n) ________ presentation is used by salespeople to ensure that current customers maintain an ongoing awareness and familiarity with a product.
A) technical
B) probing
C) informative
D) persuasive
E) reminder
Q:
What is the LEAST likely result of a salesperson who exhibits consultative problem-solving skills?
A) increased customer satisfaction
B) increased number of closed sales
C) increased business referrals
D) decreased transactional sales
E) decreased order cancellations