ABC’s of Relationship Selling, 13e (Futrell)
Chapter 12 Closing Begins the Relationship
1) According to the Core Principles of Professional Sales, a salesperson should not close the sale
if the product is not suitable for the customer.
2) If everything has been done to properly develop a sales presentation, closing the sale is the
next step in a logical sequence.
3) Closing is the process of helping people make a decision that will benefit them.
4) Sales should never be closed immediately following the approach.
5) Often the close of the sale comes after the sales presentation.
6) A buying signal is defined as anything the prospect says or does to indicate readiness to buy.
7) Buying signals are clues that the prospect is in either the desire or interest stage of the mental
buying process.
8) A salesperson should not attempt to close a sale at the early stages of the presentation even if
it appears that the prospect is ready to buy.
9) A prospect that becomes increasingly anxious during a sales presentation is sending a buying
signal.
10) A software salesperson explains the features of a new product. After listening to the
salesperson, the prospect asks, “How much is it?” This question is clearly an objection.
11) To be successful, salespeople need to remember their ABCs. In this case, ABC is an
acronym for “Adapt Benefits to Customer.”
12) An important characteristic of good closers is that they have “the gift of gab.”
13) Successful salespeople ask the closing question and then briefly summarize the product’s
benefits.
14) “Get the order and get out.” This is a good principle for salespeople to follow.
15) More than two attempts at closing can appear pushy and should be avoided by salespeople.
16) If the salesperson finds his prospect is in a bad or hostile mood, he should not attempt to
close.
17) The text says closing the sale should be the hardest part of the presentation.
18) The salesperson should not slow down a presentation even if the prospect is a slow thinker.
19) According to the text, the close should be considered a separate and distinct component of
the sales call.
20) The needs of the prospect have to be confirmed during the approach itself.
21) “Will you need one box of nails or two to go with those roofing shingles?” is an example of
an alternative-choice close.
22) The alternative choice close gives the prospect a chance of buying or not buying.
23) The statement, “I’ll place that order for six pallets of potting soil right now,” is an example of
an unethical close.
24) With the assumptive close, the salesperson assumes the prospect will buy and act
accordingly.
25) Assumptive close is not generally used for customers who do not have a good relationship
with the salesperson.
26) The summary of benefits close is extremely useful if it targets a specific prospect’s
personality.
27) The direct close describes an explicit manner of closing.
28) The direct close is suitable for situation when a salesperson does NOT feel confident that the
customer will surely say yes to her offerings.
29) The question close focuses on having the buyer make a key decision.
30) Some prospects view the continuous-yes close as an insult to their intelligence.
31) The minor-points close is similar to the balance-sheet close.
32) The T-account close is also called the Benjamin Franklin close.
33) The salesperson who tells the prospect, “Since the cost of this line of plastic utensils will
increase next week, can I place your order for the product today?” is using the standing-room-
only close.
34) Every sale is a negotiation, and most sales negotiations focus on cost and quality.
35) In most cases, the technology close confuses and bores prospects.
36) A T-account close is suitable if the buyer has a predetermined belief that the competitor’s
product is needed.
37) Using too many closed-end questions can result in an unsuccessful sales call.
38) Research shows that the summary of benefits close is the most powerful way to close a sales
call.
39) Before making a close, the salesperson should put away all visual aids since they will distract
the prospect.
40) When after all of your best efforts you are still unable to close the sale, act professionally and
do not take the refusal personally.
41) ________ is the process of helping people make a decision that will benefit them.
A) Empowering
B) Empathizing
C) Negotiating
D) Trial close
E) Closing
42) When should a salesperson attempt to close the sale?
A) When the prospect is at the desire stage of the mental buying process.
B) When the prospect is ready.
C) When the salesperson is ready.
D) After every trial close.
E) After the sales presentation.
43) If your experience as a salesperson is typical, your close will most often take place:
A) directly after the presentation.
B) directly after the follow-up.
C) soon before the preapproach.
D) soon after the preapproach.
E) soon after buying signals have been eliminated.
44) In most cases, a prospect is ready to buy in the ________ stage of the mental buying process.
A) attention
B) interest
C) desire
D) conviction
E) action
45) A(n) ________ refers to anything prospects say or do indicating they are ready to buy.
A) opening moment
B) buying signal
C) sale inducer
D) closer
E) trigger point
46) Which of the following actions is NOT an example of a buying signal?
A) The prospect asks the salesperson, “What are your service policies?”
B) The prospect asks the salesperson, “Do you carry this style in other colors?”
C) The prospect asks the salesperson, “Do you have Model 125CV in stock?”
D) The prospect asks his wife, “What do you think about the price?”
E) The prospect asks the salesperson, “Can you call next week?”
47) Which of the following is NOT an example of a buying signal?
A) Prospect starts filling out the order form.
B) Prospect asks if the grout comes in other colors.
C) Prospect asks someone for an opinion about the product.
D) Prospect crosses arms across body and acts defensive.
E) Prospect looks closely over the merchandise.
48) Which of the following statements about buying signals is TRUE?
A) Buying signals hint the prospect is in the interest stage of the buying process.
B) Buying signals are always nonverbal.
C) Buying signals indicate the prospect is ready to voice objections.
D) A buying signal occurs when a prospect carefully scrutinizes the salesperson’s product.
E) A buying signal is always communicated orally.
49) Robert McIntosh, a realtor, is showing a new apartment to a couple. The husband asks
Robert “What kind of terms do you offer?” Robert should most likely respond by:
A) using a direct close to make the sale immediately.
B) entering the negotiation phase of the transaction.
C) using a standing-room-only close.
D) asking what terms the prospect wants.
E) summarizing the benefits of the apartment.
50) While working with a customer at your weekend job in a furniture store, you notice the
customer is closely examining a set of patio furniture. From your study of professional selling,
you know that the customer is:
A) prospecting.
B) trying to be left alone.
C) sending a buying signal.
D) attempting to make a trial close.
E) showing objections to the product.
51) After the pharmaceutical salesperson asks for the order, the very next thing he should do is
to:
A) describe the options from which the buyer may choose.
B) place his order pad on the counter and open it to a new page.
C) remain silent and wait for the prospect to respond.
D) offer the prospect an extra inducement to buy now.
E) confirm the size of his commission.
52) As a general rule, you, as a salesperson, after receiving an order should leave the customer’s
office as soon as possible to avoid talking yourself out of the order. According to the text, it is
not necessary for you to follow this rule if:
A) you explain how to use the product correctly for safety reasons.
B) you are asking the customer for the names of other prospects.
C) you explain how to use the product correctly to make certain the buyer gets full benefit from
the purchase.
D) the prospect buys before you expected.
E) the product is technologically complex.
53) Assume that a salesperson asks a prospect to buy, and surprisingly, the prospect agrees. What
should the salesperson do now?
A) Discuss additional benefits
B) Be totally silent and remain still
C) Leave the office as soon as possible
D) Ask the customer for additional orders
E) Use a trial close to seek additional sales