978-0133866339 Chapter 11 Part 5

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170) In handling objections during the sales call, Gavin (the salesperson) normally will say “yes,

but…” then proceed to explain his brand’s benefits or features that will address the objection

raised. This approach is called the ________ method.

A) compensation

B) “feel, felt, found”

C) head-on

D) indirect

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

171) In handling objections during the sales call, Jasmine (the salesperson) will let the customer

talk about his or her fears or worries, then relate the experience of a similar customer and how

the brand Jasmine is selling met those worries. Which method is being used?

A) Compensation

B) “Feel, felt, found”

C) Head-on

D) Indirect

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

172) With the head-on approach to handling objections, the salesperson:

A) will allow the customer to talk about his or her fears and worries, then relate how another

customer had similar fears and how the product being sold met those fears or worries.

B) answers the objection directly.

C) will reply “yes, but…” and then explain how the product’s benefits will answer the customer’s

objection.

D) avoids confrontation by sympathizing with the customer, then provides the correct

information.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

173) With the indirect approach to handling objections, the salesperson:

A) will allow the customer to talk about his or her fears and worries, then relate how another

customer had similar fears and how the product being sold met those fears or worries.

B) answers the objection directly.

C) will reply “yes, but…” and then explain how the product’s benefits will answer the customer’s

objection.

D) avoids confrontation by sympathizing with the customer, then provides the correct

information.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

174) With the compensation approach to handling objections, the salesperson:

A) will allow the customer to talk about his or her fears and worries, then relate how another

customer had similar fears and how the product being sold met those fears or worries.

B) answers the objection directly.

C) will reply “yes, but …” and then explain how the product’s benefits will answer the customer’s

objection.

D) avoids confrontation by sympathizing with the customer, then provides the correct

information.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

175) With the “feel, felt, found” approach to handling objections, the salesperson:

A) will allow the customer to talk about his or her fears and worries, then relate how another

customer had similar fears and how the product being sold met those fears or worries.

B) answers the objection directly.

C) will reply “yes, but …” and then explain how the product’s benefits will answer the customer’s

objection.

D) avoids confrontation by sympathizing with the customer, then provides the correct

information.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

176) Kaylee is getting ready to close her sales call. She feels she has answered all of the

prospect’s objections and feels confident that the prospect is ready to buy. The best close for her

would be the ________ close.

A) continuous “yes”

B) direct

C) summarization

D) assumptive

Question Tag: Application

AACSB Category: Reflective thinking

Objective: 11-5

177) Gabriella is getting ready to close her sales call. She asks for the order outright. This would

be a(n) ________ close.

A) continuous “yes”

B) direct

C) summarization

D) assumptive

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

178) Sydney is getting ready to close her sales call. She is not sure the prospect is quite ready so

she solicits feedback that provides information regarding the customer’s reaction, without asking

directly for the order. This is an example of the ________ close.

A) continuous “yes”

B) trial method

C) summarization

D) assumptive

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

179) Kathy is getting ready to close her sales call. She is not sure the prospect is quite ready so

she goes over the benefits of the product and how it meets the customer’s needs prior to asking

for the order. This is an example of the ________ close.

A) continuous “yes”

B) trial method

C) summarization

D) assumptive

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

180) Destiny is getting ready to close her sales call. She assumes the customer will say “yes” so

she just asks how many cases they would like shipped. This is an example of the ________ close.

A) continuous “yes” close.

B) trial method close.

C) summarization close.

D) assumptive close.

Question Tag: Application

AACSB Category: Application of knowledge

Objective: 11-5

181) In terms of generating leads, the best method is purchasing response lists from database

vendors.

Question Tag: Definition (Concept)

AACSB Category: Reflective thinking

Objective: 11-5

182) In terms of generating leads for sales, trawling and data analysis of a firm’s database can

generate high potential leads.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

183) In terms of generating sales leads, networking and using directories produces superior leads

to using a firm’s internal database.

Question Tag: Critical Thinking

AACSB Category: Reflective thinking

Objective: 11-5

184) In personal selling, it is important to have quality leads because not all prospects are of

equal value.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

185) Information about a prospect should always be collected in advance to making a sales call.

Question Tag: Critical Thinking

AACSB Category: Reflective thinking

Objective: 11-5

186) Telemarketers, retail sales clerks, and new field salespeople often use the need-satisfaction

approach during the initial sales presentation.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

187) In using the need-satisfaction sales presentation approach, the needs of the customer should

be determined in an initial sales call and then the solution to those needs should be presented in a

follow-up sales call.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

188) The problem-solution sales approach requires salespeople from the selling organization to

analyze the buyer’s business to determine the problems the prospect is facing and then offer the

most feasible solution.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

189) The sales presentation approach that resembles a joint-venture is the problem-solution

approach.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

190) With the head-on approach to handling objections, the salesperson answers an objection

directly, using tact to not offend the customer.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

191) To avoid a confrontation with a customer and to avoid telling the customer that he or she is

wrong, a salesperson can use the head-on approach to handling objections.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

192) When a customer’s objections are partially true, a salesperson can use the indirect approach

to handle the objection.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

193) Some customers do not have specific objections, but are worried about the consequences of

switching vendors. In such situations, the best method to use would be the compensation method.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

194) The most important part of the sales call, and the most difficult for most salespeople, is

handling objections.

Question Tag: Critical Thinking

AACSB Category: Reflective thinking

Objective: 11-5

195) If the salesperson is not sure if the prospect is ready to close, the trial method of closing can

be used to close the sale.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

196) If the salesperson has answered all of the objections and feels confident that a prospect is

ready to buy, then using the summarization close works the best.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

197) If a salesperson is paid commission on sales, then he or she tends to neglect the follow-up

step in the selling process.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

198) Identify the steps in the selling process.

Question Tag: Definition (Concept)

AACSB Category: Application of knowledge

Objective: 11-5

199) Identify and evaluate the methods of generating sales leads.

Question Tag: Synthesis

AACSB Category: Reflective thinking

Objective: 11-5

200) Identify and define the four types of sales presentation.

Question Tag: Synthesis

AACSB Category: Reflective thinking

Objective: 11-5