125) Which of the following statements is true about a nondirective question?
A) Most nondirective questions are closed ended.
B) A nondirective question usually begins with do or are.
C) Nondirective questions are used to find points of agreement.
D) A nondirective question clarifies a prospect’s previous statement.
E) One word questions can sometimes be used as nondirective questions.
126) “You’re saying that automobile quality and service are less important to you than price?” is
an example of what category of question?
A) Direct
B) Rephrasing
C) Redirect
D) Nondirective
E) Product-specific
127) Which of the following is an example of a rephrasing question?
A) “How many times a year do you mow your yard?”
B) “What features are you looking at in a new lawn mower?”
C) “At what height do you try to keep your grass?”
D) “Are you telling me that you don’t have any trees in your front yard?”
E) “Who is in charge of the maintenance of your lawn mower?”
128) The primary purpose of asking a rephrasing question is to:
A) probe for the prospect’s objections.
B) identify the prospect’s concern.
C) encourage free discussion.
D) clarify the prospect’s meaning.
E) emphasize an area of agreement.
129) If you walk into your prospect’s office and she says, “I’m sorry, but there’s no use in our
talking. I am satisfied with my current suppliers. Thanks for coming by.” You should use a
________ question to move the conversation from the negative ground to a more positive
condition.
A) direct
B) nondirective
C) rephrasing
D) directional
E) redirect
130) When Morris asked the prospect for her order, she responded, “I’ve listened to your
presentation and I am still not convinced your brand of paint is superior to the one we currently
use. Thanks, but no thanks.” Morris should use a ________ question to point the prospect back to
the areas of the sales presentation when the prospect agreed with his statements.
A) direct
B) nondirective
C) rephrasing
D) directional
E) redirect
131) Which of the following guidelines is one of the basic rules given in the text for using
questions?
A) Show the prospect the product after asking a product question.
B) Ask a non-directive question after receiving a negative response.
C) Remain silent, even for a few minutes, to get an answer from the prospect.
D) If the prospect pauses in his answer, answer for him.
E) Agree with everything the prospect says.
132) Which of the following would most likely benefit a salesperson?
A) Empathize with the prospect and ask personal questions.
B) Use only questions for which you can anticipate the answer.
C) Use more open ended questions and less close ended questions.
D) Ask a redirecting question when your prospect waits to respond.
E) Do not repeat or summarize what the prospect has just said.
133) In the sales process, what is the approach? What occurs during the approach? What is the
significance of this step in the sales process?
134) Describe the creative imagery technique.
135) You have decided to open your sales presentation with either a demonstration or a
statement. List the three basic objectives you should hope to accomplish with either of these
techniques.
136) What are the three general categories of approach techniques? What is the relationship
between the approach technique and the sales presentation method?
137) What are the two parts of a typical approach in a sales call?
138) Why are first impressions important in sales?
139) What approach do salespeople most commonly use? What is the disadvantage to this
approach method? Give an example of such an approach.
140) How can a salesperson improve the effectiveness of an introductory approach?
141) In what type of sales situations should a salesperson use benefit statements?
142) Why would a salesperson use an opinion approach?
143) Describe the multiple-question approach (SPIN).
144) Why would a salesperson use probes in an approach?
145) A retail salesperson should always ask customers this question “May I help you.” Comment
on this statement.
146) What are the three rules for using questions in your sales approach?
147) Valerie is preparing to call a customer who has a reputation of being brutally honest.
Valerie knows that she has a great product, but she is still worried about the reaction of the
prospect. What relaxation technique would help Valerie reduce her stress?
148) Which type of approach technique would a salesperson use if he or she relied on a problem-
solution sales presentation?
149) What is the most common and least powerful approach a salesperson uses?
150) What are the two demonstration techniques commonly used as approaches in sales
presentations?
151) Pratt & Austin wholesale paper products are sold in gift shops, department stores, and some
specialty stores. When one of the firm’s salespersons entered the office of the buyer for Dillard’s
department store, he handed the buyer a pocket planner that featured nature pictures by artist
Andrea Tachiera. What kind of approach was the Pratt & Austin salesperson using?
152) To sell her weather-resistance wicker furniture, Melanie would ask a prospect to
accompany her outside and pour a five-gallon bucket of water on a chair. After a few minutes of
rapport-building conversation, Melanie would sit in the chair, then stand up and casually remark,
“You probably think I’ve gotten all wet?” Instead of being wet, Melanie and the chair would be
dry because of the water-repellant used in manufacturing. What kind of approach did Melanie
use?
153) Shannon sells floral products to craft stores and discount stores. When his company
introduces a new floral preservative, Shannon walks into a prospect’s office and announces,
“Would you like to sell your customers a preservative that is good enough to preserve items
rescued from the Titanic wreck?” What kind of approach is Shannon using?
154) What is another name for the multiple-question approach?
155) List the four basic categories of questions that are effectively used in the sales approach.
156) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. The company’s leading salesperson, Peter Austin, is preparing the
approach he will use during his first sales call with the CEO of Diamonite, a company that
specializes in designing, manufacturing, and installing aircraft interiors for executives and heads
of state.
Austin would use creative imagery to:
A) develop dramatic visual aids.
B) encourage two-way communication.
C) cope with pre-call stress.
D) establish seller empathy.
E) create synergy with the prospect.
157) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. The company’s leading salesperson, Peter Austin, is preparing the
approach he will use during his first sales call with the CEO of Diamonite, a company that
specializes in designing, manufacturing, and installing aircraft interiors for executives and heads
of state.
What type of approach will Austin be using if he enters the CEO’s office and says, “Good
morning. I’m Peter Austin from Clearwater Hampers.”
A) Situational
B) Introductory
C) Self-effacing
D) Neutral
E) Curiosity
158) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. The company’s leading salesperson, Peter Austin, is preparing the
approach he will use during his first sales call with the CEO of Diamonite, a company that
specializes in designing, manufacturing, and installing aircraft interiors for executives and heads
of state.
Austin enters the CEO’s office and hands the CEO a small tray of cheeses, caviar, and other
luxury food items to enjoy later. What type of an approach is Austin using?
A) Premium
B) Curiosity
C) Complementary
D) Referral
E) SPIN
159) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. The company’s leading salesperson, Peter Austin, is preparing the
approach he will use during his first sales call with the CEO of Diamonite, a company that
specializes in designing, manufacturing, and installing aircraft interiors for executives and heads
of state.
“Hi, I’m Peter Austin from Clearwater Hampers. How would you like to give your clients a
unique gift that will clearly demonstrate your gratitude for their business?” Austin’s question
suggests that he is using the ________ approach.
A) interrogatory
B) showmanship
C) premium
D) customer benefit
E) FAB
160) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. The company’s leading salesperson, Peter Austin, is preparing the
approach he will use during his first sales call with the CEO of Diamonite, a company that
specializes in designing, manufacturing, and installing aircraft interiors for executives and heads
of state.
To use questions effectively in his approach, Austin needs to:
A) create reciprocity.
B) steer clear of any preconceived answers.
C) anticipate the answers of the questions.
D) remove all distractions from the immediate environment.
E) agree to everything the prospect says.