53) Which of the following is an approach technique that involves asking questions?
A) Complimentary
B) Premium
C) Showmanship
D) Product
E) Curiosity
54) Approach techniques can be grouped into three general categories. These three categories
are:
A) Participative, standard and benefit
B) Compliment, referral and participative
C) Probe, parry and thrust
D) Statement, demonstration and question
E) Question, compliment and benefit
55) Which of the following statements about approach techniques and presentation methods is
true?
A) The benefit technique is used only with the formula sales method.
B) The showmanship technique does not always include a demonstration.
C) The approach technique should be chosen before the sales presentation method.
D) The statement approach technique is effective with any sales presentation method.
E) The need-satisfaction sales presentation method should always use the questions approach
technique.
56) What is an objective of both the statement and demonstration approach techniques?
A) Capturing the prospect’s attention
B) Identifying the main competition
C) Determining the prospect’s personality type
D) Closing the sale as quickly as possible
E) Discussing product features and benefits
57) Which statement related to the use of technology during demonstration is NOT true?
A) Technology use may make it difficult to capture the prospect’s attention
B) If technology can be incorporated into a demonstration approach, it can be a powerful
attention-grabber
C) Technology can be a wonderful way to creatively and professionally begin a sales
presentation
D) Use of technology can enhance a demonstration
E) Sounds, visuals, and touch cause the prospect’s mind to instantly focus on the salesperson’s
words and actions.
58) Which of the following approaches is NOT commonly used with need-satisfaction sales
presentations?
A) Curiosity
B) Shock
C) Showmanship
D) Customer Benefit
E) Opinion
59) All of the following are statement approach techniques EXCEPT:
A) showmanship
B) premium
C) introductory
D) referral
E) complimentary
60) Which of the following is an example of a demonstration technique?
A) Curiosity approach
B) Shock approach
C) Premium approach
D) Product approach
E) Complimentary approach
61) The ________ approach is considered weak because it fails to grab the attention of a
prospect.
A) referral
B) premium
C) introductory
D) complimentary
E) product
62) Which of the following is an example of the introductory approach?
A) “Mr. Lawrence, you certainly sell a lot of perennials to landscaping companies.”
B) “Good afternoon, your company needs a secure local area network.”
C) “Hello, Mr. Ariana at Country Stay Inn told me that you might be interested in my company’s
new line of mildew-proof shower curtains.”
D) “Here, Ms. Li, try one of my company’s throat lozenges.”
E) “Hello, my name is Lisa G. Smith, and I represent Wilson Computers.”
63) A salesperson enters a wholesale floral center and says, “Ms. Wong, in my job, I visit a lot of
nurseries and I believe you grow the most beautiful flowers I have ever seen.” This is an example
of the ________ approach.
A) introductory
B) complimentary
C) referral
D) demonstration
E) product
64) The ________ approach involves mentioning the name of a person known to both the buyer
and seller.
A) curiosity
B) question
C) referral
D) demonstration
E) introductory
65) Ashana Vogel, a book salesperson, approaches a prospect with the following words, “Hello,
Dr. Stein—your colleague Josh Stockard suggested I contact you concerning our new accounting
workbooks.” What type of approach is Ashana using?
A) Introductory
B) Referral
C) Premium
D) Complimentary
E) Product
66) A salesperson walks into a patisserie and says to the proprietor,” Ms Kylie, your pastries are
delicious. I have never tasted any better in my whole career.” This is an example of a(n):
A) opinion approach.
B) introductory approach.
C) multi-question approach.
D) complimentary approach.
E) customer benefit approach.
67) Dixie Chopper is advertised as the world’s fastest lawn mower. When the Dixie Chopper
salesperson approached Keith Oxley, owner of Oxley Landscaping, he said, “Bill Mason told me
that you’re an impatient man and that I ought to show you my product.” What type of approach
statement was the Dixie Chopper salesperson using?
A) Introductory
B) Referral
C) Premium
D) Complimentary
E) Product
68) Jack Dane, an insurance salesperson, approaches a prospect with the words, “Hello Mr.
Dean, your brother suggested I contact you concerning our new life policies.” What type of
approach statement is Jack Dane using?
A) Referral approach
B) Introductory approach
C) Multi-question approach
D) Complimentary approach
E) Customer benefit approach
69) Ashana Vogel, a book salesperson, approaches a prospect with the following words, “Hello,
Dr. Stein—your colleague Josh Stockard suggested I contact you concerning our new accounting
workbooks.” Which of the following would reduce the effectiveness of this approach?
A) Dr. Stein lacks respect for Josh Stockard.
B) Dr. Stein dislikes the AIDA approach.
C) Vogel employs a SPIN approach.
D) Vogel is unable to develop a FAB presentation.
E) Dr. Stein is already acquainted with Vogel.
70) In the ________ approach, the salesperson gives a prospect a free sample or gift.
A) complimentary
B) premium
C) souvenir
D) customer benefit
E) gift
71) Gillian likes to introduce the fat-free chocolate her company has just begun to manufacture
by giving retail store managers a small sample bar to take home and try. Gillian is using the
________ approach.
A) demonstration
B) product
C) showmanship
D) customer benefit
E) premium
72) Sheryl Madison is a salesperson working for Vanilla Dream, a patisserie. During a sales call,
she walks into a restaurant manager’s office, places a couple of specialty mini cakes at his table
and says nothing as she waits for the manager to taste the cakes and comment on her product.
Which of the following approaches has Sheryl used?
A) Premium approach
B) Introductory approach
C) Product approach
D) Complimentary approach
E) Customer benefit approach
73) Ed Curtiss is a sales representative with a small electronics firm. Ed’s employer has made
significant design changes to its top-selling scientific calculator. Ed has a meeting with the
superintendent of a large, urban school district and hopes to make a large sale of the calculators,
which would be suitable for high school math students. The ________ approach would most
likely be effective for Ed.
A) customer benefit
B) showmanship
C) product
D) referral
E) introductory
74) Sid Tucker is a salesperson working for Shades, a cosmetic company. He offers a small
basket filled with complimentary products from Shades’ new line of winter makeup to the
manager of a large department store. Identify the type of approach used by Tucker.
A) Premium approach
B) Introductory approach
C) Product approach
D) Complimentary approach
E) Customer benefit approach
75) When the salesperson for Cloud Nine walked into the office of the department store buyer,
she laid a sample of the company’s newest line of hand-blown glass candleholders in front of the
buyer and said nothing as she waited for the buyer to comment on the candleholder. The Cloud
Nine salesperson has used the ________ approach.
A) showmanship
B) silent benefit
C) shock
D) product
E) curiosity
76) The product approach works best with:
A) brand name items.
B) generic products.
C) straight rebuy situations.
D) high-tech business products.
E) products that are new and unique.
77) To illustrate the benefits of the Dixie Chopper brand lawn mowers to professional
landscapers, the salesperson asks prospects to participate in a mowing race. Even if the
competing mower has a wider cutting area, the Dixie Chopper always wins because it is the only
lawn mower that can travel fifteen miles per hour. What approach does the Dixie Chopper
salesperson use?
A) Referral
B) Premium
C) Complimentary
D) Showmanship
E) Product
78) To illustrate how fire-retardant his company’s children clothing was, the salesperson took a
pair of toddler-sized pajamas, placed them in the department store buyer’s trashcan and set them
on fire. Unfortunately, the buyer’s plastic trashcan was not fire-resistant. The resulting fire
damaged the buyer’s carpeting and desk. This explains:
A) why the curiosity approach should not be used except on rare occasions.
B) how the showmanship approach can be inappropriate or fail.
C) why question approaches are used with such frequency.
D) why pre-approaches are important to sales success.
E) why customer benefit approaches are complex.
79) Which of the following objectives is unique to the questions approach technique?
A) It helps to create a selling environment
B) It helps capture the attention of the prospect
C) It is used to stimulate the prospect’s interest
D) It can be used to uncover the prospect’s needs
E) It provides a transition into the sales presentation
80) Which of the following statement is most likely true about the question approach?
A) The usage of questions in the presentation reduces prospect participation.
B) The questioning approach is ineffective with the problem-solution presentation.
C) Some question should be phrased as direct negative-no types to solicit brief responses.
D) Using questions as openers is an effective but infrequently used approach method.
E) Spontaneous questions are more effective than pre planned questions.
81) Which of the following statements about the customer benefit approach is true?
A) The salesperson should never ask a question that implies the product’s benefit to the prospect.
B) The salesperson should formulate questions carefully and anticipate the prospect’s response.
C) The salesperson should consider using a question instead of a benefit approach if the
prospect’s needs are known.
D) The salesperson should not use the customer’s response as a reference point later in the
presentation.
E) The customer benefit approach is such a weak opening that it usually must be used in
conjunction with another approach.
82) “Do you know that you could save almost $100 if you purchase your airplane tickets through
Global Vision Travel Agency?” asked the travel agent to the young couple planning their
honeymoon trip to Europe. What kind of an approach was the travel agent using?
A) Product
B) Customer benefit
C) Premium
D) Demonstration
E) Complimentary
83) The equipment salesperson asked the professional landscaper, “Did you know the RedMax
brand backpack blower can save you time and money as it is the most powerful blower on the
market and because it features an extra-large fuel tank?” What kind of an approach was the
salesperson using?
A) Product
B) Customer benefit
C) Premium
D) Demonstration
E) Complimentary
84) The customer benefit approach is most useful when the salesperson:
A) knows the prospect’s critical needs.
B) calls on a new, unfamiliar prospect.
C) develops a lengthy sales presentation.
D) sells a complex, technical product.
E) sells newly redesigned products.
85) Frank is a salesperson of Richard Laundry Equipment. He wants to give a presentation to a
five star hotel for setting up an in-house laundry system. The hotel manager sent Frank the
hotel’s requirements and space constraints for a laundry system. Frank prepared a layout which
suited the hotel’s requirements. Frank has to select an approach for his allotted ten minute
presentation. What advice can you give to Frank?
A) Use the curiosity approach to generate interest.
B) Open with a demonstration to convince the prospect.
C) Use customer benefit statements due to the time allotment.
D) Use the product approach to make the prospect aware of discounts.
E) Open with the premium approach as the prospect is a five star hotel.
86) “Do you know why you should be using synthetic motor oil in your new Corvette?” the
service manager asked Duane when he brought his new car to the Chevy dealership for a routine
servicing. Which type of approach is the service manager using?
A) Product
B) Opinion
C) Curiosity
D) SPIN
E) Customer benefit
87) A salesperson asks a bookstore owner, “Do you know why students who use our test
preparation books increase their SAT scores?” What approach is being used?
A) Product
B) Opinion
C) Curiosity
D) SPIN
E) Customer benefit
88) Jackson is making a sales call on Oceanic Enterprises tomorrow. This afternoon, he sent a
box of chocolates to the firm’s purchasing manager with a note that said, “Tomorrow is your
lucky day.” What kind of approach was Jackson using?
A) Curiosity
B) Product
C) Opinion
D) SPIN
E) Customer benefit
89) Diane sells organic garden products and is calling on the manager of a botanical garden.
Upon arriving at the manager’s office, Diane says, “Do you know why I can’t compliment the
roses that I saw lining the driveway as I drove up?” What kind of approach is Diane using?
A) SPIN
B) Curiosity
C) Product
D) Complimentary
E) Demonstration
90) Mariah begins her sales presentation by saying, “I’m new at selling safety equipment, so I am
wondering if you can tell me the most commonly purchased items.” Mariah is using the
________ approach.
A) curiosity
B) low-profile
C) FAB
D) customer knowledge
E) opinion
91) A salesperson asks the prospect,” What do you think about our new line of products?” Which
approach is being used?
A) Product
B) Opinion
C) Curiosity
D) SPIN
E) Customer benefit
92) Which approach is designed to make the prospect think seriously about a subject related to
the salesperson’s product and usually includes a surprising remark or statistic?
A) Opinion approach
B) Shock approach
C) Multi-question approach
D) Curiosity approach
E) Customer benefit approach