Sale

Q: A sales presentation that emphasizes factual information often taken from technical reports, company-prepared sales literature, or written testimonials from persons who have used the product is known as a(n) ________ presentation. A) technical B) probing C) informative D) persuasive E) reminder

Q: Although it seems counter-intuitive, one way to strengthen a customer relationship is to recommend that the customer: A) purchase large volumes B) purchase from another source C) pay a higher price D) implement new services E) expand operations

Q: Confirmation questions are most likely intended to reveal: A) mutual understanding B) pain and implications C) problems and situations D) negotiation capabilities E) pleasure satisfaction

Q: A major reason for asking survey questions is to: A) find out if the customer possesses a viewpoint that may hinder a sale B) find out if your message is getting through to the prospect C) qualify the prospect for making a purchase D) confirm that the prospect understands the basic facts about the product E) collect basic facts about the buyer's existing situation and problem

Q: Which of the following is an example of a probing question? A) "How much time do you currently spend on the telephone?" B) "What type of security system do you currently use?" C) "Would you like me to write up the order to ensure quick delivery?" D) "How does upper management feel about the employee turnover rate?" E) "May I show you how our product works with your current offerings?"

Q: According to the research of Neil Rackham, which stage of the sales process has the most impact on a buyer's decision to purchase a product? A) pre-approach B) solution selection C) need discovery D) sales presentation E) product configuration

Q: Need-satisfaction questions are designed to focus on: A) emotional links with a product B) benefits of a solution C) bridge statements D) persuasive words E) product features

Q: Which term refers to qualifications that must be available or fulfilled before a sale can be closed? A) purchasing goals B) product configurations C) sales satisficers D) value components E) buying conditions

Q: Which of the following is the last part of the Consultative Sales Presentation Guide? A) selection of the solution B) servicing the sale C) need satisfaction D) need discovery E) strategic planning

Q: Which type of question is best for clarifying and gaining commitment on several buying conditions? A) open B) closed C) probing D) summary-confirmation E) need-satisfaction

Q: Trish asks her customer, "Who do you buy your supplies from now?" Which type of question is this? A) confirmation B) probing C) survey D) need-satisfaction E) referral

Q: The dimensions of need discovery usually begin with: A) asking appropriate questions B) configuring a solution C) listening to customer response D) establishing a buying motive E) acknowledging customer response

Q: Which type of questions are most likely used in conjunction with company supplied forms and are often used in service, retail, wholesale, and manufacturing selling? A) preplanned B) problem C) implication D) organization E) specific benefit

Q: As a general rule, we can close more sales by: A) increasing the amount of time we spend telling customers about product features B) increasing the number of facts and figures we use in the presentation C) decreasing the time allocated to active listening D) decreasing the amount of detail in the sales presentation E) using confirmation questions to determine if we are on the right track

Q: A(n) ________ question most likely helps the salesperson discover facts about the buyer's existing situation and is often the first step in the partnership-building process. A) confirmation B) closed C) open D) general survey E) probing

Q: A major reason for using summary confirmation questions is to clarify and confirm: A) product benefits B) product features C) customer buying conditions D) customer need perceptions E) organizational needs

Q: The process of sending back to the prospect what you as a listener think the person meant, both in terms of content and in terms of feelings, is referred to as: A) surveying B) active listening C) probing D) configuring a solution E) interaction

Q: Active listening involves: A) indicating that you are paying attention to the speaker by giving verbal and nonverbal feedback B) saying "yes" and "I hear you" in response to the speaker C) nodding your head in rapid succession to indicate agreement with the speaker D) agreeing with what the speaker is telling you E) thinking of follow-up questions while the speaker is talking

Q: In a single sales call or a multi-call situation, the salesperson should always plan to go through all four parts of the Consultative Sales Presentation Guide during the initial contact.

Q: According to research, engaging in two-way communication and striking a balance between open and closed questions are effective methods for improving sales success.

Q: "Would this computer software meet your current business needs?" is an example of a confirmation question.

Q: Probing questions help you to uncover and clarify the prospect's buying problem and the circumstances surrounding the problem.

Q: A well-prepared salesperson will not find it necessary to recommend that a prospect purchase a product from another source.

Q: In most cases, firms profit from the first two sales made to customers, and their profits drop significantly on additional sales.

Q: Customer service provides little opportunity to add value.

Q: Need identification begins during the approach, if the salesperson uses a survey during the initial contact with the customer.

Q: Paraphrasing the customer's meaning is an attempt to repeat the same words used by the customer.

Q: Consultative selling focuses on identification of the customer's problem and finding a solution.

Q: Questions asked at the beginning of a presentation tend to be more general than are those asked at the end.

Q: The question, "Do you use spreadsheet software?" is an example of a probing question.

Q: Tom Reilly, author of Value-Added Selling, says, "Value-added salespeople sell three things: the product, the company, and themselves."

Q: An informative presentation is a type of need-satisfaction presentation.

Q: Note taking is necessary in every sales presentation because it demonstrates active listening.

Q: Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia. During the sales presentation to the Australian firm, Emmanuelle should most likely: A) make adaptations based on the needs of the prospect B) highlight features that show her firm's superiority C) set a price high enough to leave room for negotiation D) raise strong reasons for not purchasing from competitors E) create a marketing campaign that will appeal to mass audiences

Q: Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia. Emmanuelle has made an initial approach to the largest home goods retailer in Australia and has gained some basic information about the retailer's buying process. She has also made contact and established rapport with key buyers for the retailer. What is Emmanuelle's next step in the presentation plan to the retailer? A) making an initial introduction so the buyers know who she is B) talking to the buyers to determine their needs C) asking for the sale D) making a formal sales presentation, including presenting benefits E) negotiating the price the retailer will pay

Q: Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia. Emmanuelle calls Suzanne and arranges a meeting to discuss both organizations. Before Emmanuelle goes to the meeting, what should she most likely do? A) Perform some visualization activities to help focus on winning the sale. B) Break the ice with Suzanne by mentioning a mutual acquaintance. C) Prepare a PowerPoint presentation about her firm's history and products. D) Send Suzanne an email outlining the features of the textiles. E) Research Suzanne's firm on the Internet to get basic information.

Q: Emmanuelle Djubo is a sales representative for a firm that makes textiles using a traditional dyeing process. The firm exports its products to companies in the fashion and home decorating industries internationally. Emmanuelle is at a trade show and runs into Suzanne, one of the buyers for the largest home decor retailer in Australia. At the trade show, Emmanuelle gives Suzanne her elevator pitch, which: A) establishes a deep rapport between Emmanuelle and Suzanne B) explains the product's features, benefits, and quality guarantees C) provides Suzanne with enough information to pique Suzanne's interest D) presents the benefits to Suzanne of purchasing the product for home d©cor retailers E) suggests that Suzanne will receive a discount if she purchases textiles from Emmanuelle

Q: Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities. A Web-Star salesperson is preparing a sales presentation for a British firm that is interested in purchasing Web conferencing software. What is the best advice for the salesperson? A) Use aggressive sales techniques because British business people appreciate aggressiveness. B) Remind the prospect of the disadvantages of competing Web conferencing products. C) Immediately use first names with the prospect because British business people are informal. D) Focus on objective facts about the Web conferencing product during the sales presentation. E) Call the prospect frequently after the sales presentation to determine if a decision has been made.

Q: Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities. In the morning, the Web-Star salesperson will give a sales presentation to a current client, and in the afternoon, the salesperson will give a sales presentation to a new prospect. How is pre-call planning different for the two presentations? A) It is more important for new clients, as current clients have the same needs they did when they originally purchased the product, but new clients' needs are unknown. B) It is more important for new clients, as the salesperson must have a more polished, smoother manner with new clients to earn their trust. C) It is useful to do pre-call planning with both old and new clients if you have the time, but a good salesperson can conduct an effective sales call without prior preparation. D) It is equally important for both types of clients, as current clients' needs may have changed since the original purchase. E) It is more important for current clients, as the stakes are higher that they will reject a proposal once they have used the product.

Q: Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities. Which question is most relevant to a Web-Star salesperson who is trying to tailor a presentation to a prospect's specific needs for Web conferencing software? A) What is the prospect's budget for the purchase? B) How familiar is the prospect with Web conferencing software in general? C) What level of technical expertise does the prospect have with computer software? D) Has the prospect been using paid or free Web conferencing software for meetings? E) How will the prospect be using Web conferencing software with its clients and employees?

Q: Web-Star makes Web conferencing software with features that integrate directly into users' back-end systems such as inventory, order processing, shipping, tracking, CRM, and tech support. Using this software, companies can hold internal meetings as well as give sales presentations that allow them to check inventory in real-time and place customer orders during the presentation. Quite often, Web-Star salespeople make sales presentations to prospects using the Web-Star product to show off its capabilities. Why is understanding the Web-Star product absolutely essential for a salesperson who uses adaptive selling to sell the teleconferencing software? A) The salesperson must know the product completely to be able to persuade prospects to purchase it. B) The salesperson must know the pricing schedule for all products and volumes of sales to give a quote instantly to an interested prospect on the phone. C) The salesperson must understand the ins and outs of the product to be able to quickly reevaluate the best configuration for a prospect based on new information from the prospect. D) The salesperson must know the product to be able to point out the flaws in competitor's teleconferencing software to prospects. E) The salesperson must know all about the product to be able to explain all the features during a presentation.

Q: Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. Juan and Sarah make a second call on the client to present the proposal. After thanking the prospect for agreeing to a meeting, Sarah says, "I would like to accomplish three goals during the time you've given us today." Which approach is Sarah most likely using? A) customer benefit B) referral C) premium D) agenda E) survey

Q: Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. Sarah and Juan work together to analyze the answers to the questions Sarah asked the prospect about their needs. Based on this analysis, Juan and Sarah put together: A) a list of questions about the prospect's payment process B) a pricing discount schedule that involves a value chain C) a proposal of products that will solve the prospect's problems D) a plan for customer service to implement the products E) a relationship strategy based on the prospect's long-term needs

Q: Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. Sarah has already made a brief call on the prospect. Which of the following objectives has she most likely achieved? A) developed trust and presented solutions B) established rapport and asked basic needs discovery questions C) asked basic needs discovery questions and negotiated pricing D) negotiated pricing and closed the sale E) closed the sale and agreed on shipping terms

Q: Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. As Sarah and Juan begin to put together the actual presentation, what should they do first? A) Clarify the objectives for the presentation using their company's standard form. B) Anticipate the prospect's needs based on the financial data gathered through public records. C) Search the CRM system for information on purchase records of similarly-sized clients. D) Find the correct format and graphics for the physical PowerPoint presentation. E) List all the features of the equipment they offer in a way that's easy for the prospect to read.

Q: Juan Alcobar is junior sales representative for a large equipment manufacturer. Sarah Gittins, a senior sales representative, has requested that Juan help her to prepare a sales presentation for a new prospect. Given that Juan and Sarah will be working as a team, which of the following is most important for Juan to do? A) Develop a price quote for the prospect before Sarah has the opportunity. B) Confirm his percentage of the commission with his sales manager. C) Develop the visual aids that will be used in the sales presentation. D) Conduct Internet research on the prospect. E) Clarify his role in the sales call.

Q: List and explain the steps in the Six-Step Presentation Plan.

Q: List and explain the three prescriptions to developing a good presentation strategy.

Q: Sales personnel who have adopted the consultative style use the survey and ________ approaches most frequently.

Q: Preparation for the actual sales presentation is a two-part process. Part one is referred to as the ________ and part two is called the ________.

Q: ________, not to be confused with telemarketing, includes many of the same elements as traditional sales.

Q: When you use the ________ approach, your opening statement should include a direct reference to the third party.

Q: Approach, needs identification, presentation, negotiation, close, and servicing the sale are steps in the Six-Step ________.

Q: Before the salesperson makes an approach, he or she needs to plan the: A) implementation B) solution C) presentation D) close E) preapproach

Q: Preparing presale objectives, developing a presale presentation plan, and providing outstanding customer service are the three parts of: A) the customer alliance B) the presale approach C) the presentation plan D) the presentation strategy E) the follow up

Q: It is vital to treat secretaries, assistants, and receptionists with respect because: A) they are a key part of the buying center B) they usually have decision-making powers C) they control your access to the decision makers D) they have final sign-off on all purchases E) they will be the end-users of your product

Q: Practicing an approach before making initial contact is most likely beneficial because: A) optimism is crucial to successful selling efforts B) rehearsal reduces the chances of making a mistake C) practicing ensures that transactional sales are profitable D) anxiety is normal for both new and experienced salespeople E) developing a deeper commitment to sales goals is important

Q: Which of the following is the LEAST likely cause of sales call reluctance? A) fear of rejection B) fear of group presentations C) fear of taking risks D) lack of self-confidence E) fear of networking

Q: An approach that involves giving the customer free samples of the product is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

Q: A non-threatening approach that allows the salesperson to gather information about the prospect before the call is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

Q: An approach that goes directly to showing the product to the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

Q: An approach that gets the prospect thinking about a problem the salesperson can solve is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

Q: An approach that involves using the good will of a third party to make contact with the prospect is the: A) referral approach B) question approach C) product demonstration approach D) survey approach E) premium approach

Q: The step in the Presentation Plan involving recognizing closing cues and initiating closing methods is the: A) approach B) needs identification C) presentation D) negotiation E) close

Q: The step in the Presentation Plan involving anticipating buyer concerns and using the win-win method is the: A) approach B) needs identification C) presentation D) negotiation E) close

Q: Which step in the presentation plan involves showing the product to the customer? A) approach B) needs identification C) presentation D) negotiation E) close

Q: Which step in the presentation plan involves determining needs and selecting a product solution? A) approach B) needs identification C) presentation D) negotiation E) close

Q: Which step in the presentation plan involves reviewing goals and making initial contact? A) approach B) needs identification C) presentation D) negotiation E) close

Q: "The certificate of deposit represents a safe investment, but you may want to examine some options that will give you a better return on your investment. Completion of our Financial Planning Profile questionnaire can help us identify investment options." These statements are most likely an example of a(n) ________ approach. A) observation B) question C) survey D) method E) combination

Q: Which of the following is an effective suggestion for dealing with sales call reluctance? A) Try to avoid feeling anxious about the initial contact because anxiety is abnormal. B) Do not anticipate success because you may become overconfident. C) Avoid the loss of spontaneity that comes with a well-rehearsed approach. D) Develop a deeper commitment to your goals. E) Employ the premium approach method.

Q: Which of the following is recommended when making a telephone contact with a prospect? A) Avoid giving the receptionist or secretary too much information. B) Confirm the telephone appointment with a pre-appointment call. C) Avoid telling the person how much time the appointment may take. D) State the purpose of your call and explain how the prospect can benefit from a meeting. E) Avoid developing a written presentation, which may sound too structured for a telephone call.

Q: One way to move from the social contact to the business contact is to thank the customer for taking time to meet with you and then review your goals for the meeting. Which of the following approaches is this? A) product demonstration B) agenda C) social D) referral E) customer benefit

Q: All of the following are recommended guidelines for effectively making social contacts EXCEPT: A) responding to the customer's comments B) making nonverbal gestures of listening C) discussing your personal experiences D) maintaining appropriate eye contact E) initiating the social contact

Q: Which is the first step in creating a presentation objective? A) Obtain personal and business information to establish the customer's file. B) Exchange personal information with the customer to break the ice. C) Learn about the competition's most popular products. D) Focus on networking in social situations. E) Acquire information needed for a routing plan.

Q: The statement, "This product is convenient, priced right, and ready to use," is an example of which of the following approaches? A) premium B) survey C) product D) benefit E) systems

Q: Which of the following statements is most likely true? A) Following a tight script will help facilitate a sale in consultative selling. B) Team selling is effective when firms sell complex or customized products. C) Salespeople should concentrate on a single objective for each sales call. D) The salesperson should only meet with the decision maker. E) A receptionist is most likely to be the true decision maker.

Q: Which of the following prescriptions is part of the presentation strategy? A) Build a strong prospect base by analyzing qualified customers. B) Prepare a presale presentation plan needed to meet objectives. C) Assume a role of mentor and associate. D) Project a positive sales image. E) Focus on relationships.

Q: Which of the following statements concerning selling in England is true? A) The British consider it rude to discuss business after the business day. B) You should expect a quick decision on the part of the client. C) The British appreciate very informal introductions. D) Critiquing the competition's offering is acceptable. E) The British tend to be very expressive and casual.

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