The presentation strategy includes a reminder that outstanding service should be the
overriding theme of every sales presentation.
Surveys show that poor service and lack of follow-up after the sale, both potentially
value-adding activities, are the primary reasons customers stop buying from a
salesperson.
Using an existing customer as an intermediary (presentation of a letter or note) can
reduce the amount of time spent on prospecting.
Salespeople who are promoted to management make more money than do their
coworkers who stay in sales.
A potential consequence of using low-price tactics is lower profits.
A daily “to do” list is a waste of time for the salesperson who has a good memory.
A general benefit shows how a feature can be helpful to a buyer, but it does not relate to
a specific need expressed by the buyer.
Ego drive is an inner force that propels a salesperson to attempt to close a sale.
Leadership is:
A) a series of skills that can be acquired through study and practice
B) a cluster of innate qualities that some people possess from birth
C) malleable, so a leader in one situation may not be capable of leading in others
D) synonymous with management
E) more important in American culture than it is in other cultures
Marco asks his manager to listen in while he makes calls one day to help him figure out
what he could be doing better. The manager concludes that Marco is doing an excellent
job of building rapport but is not qualifying prospects as he talks to them. The manager
suggests that Marco spend less time talking about the prospect’s personal details and:
A) more time talking about the features of the product
B) focus on non-verbal ways to build rapport with the prospect, such as making active
listening noises
C) keep a list of qualifying questions in front of him so he makes sure to ask each one
of them during the call
D) practice his elevator pitch so he can help the prospect understand the product more
quickly, since they do not have time on the phone to do a long pitch
E) instead, talk about himself so the prospect will be able to trust him more easily
Which of the following is most likely a nonverbal clue indicating that a prospect is
prepared to purchase the product?
A) The prospect asks about the terms of the sale.
B) The prospect’s facial expression becomes closed off.
C) The prospect crosses her arms over her body.
D) The prospect leans forward and appears to be intent on hearing your message.
E) The prospect begins to examine the product as a way to tune out the salesperson’s
voice.
Which of the following is the best approach to improving your self-image?
A) Learn to develop a positive mental attitude.
B) Maintain a clear focus on past mistakes.
C) Spend time getting to know your competition.
D) Spend time each day contacting your current customers.
E) Develop a general level of knowledge on many topics.
Braeden Innovations is a company that sells database systems and software integration
packages to schools and universities. Po Komacho is a trade sales representative with
Braeden Innovations. As a trade sales representative, she promotes the company and its
products to software resellers and supports their sales representatives in selling
Braeden’s software to clients. A large part of her job involves attending industry trade
shows and working at the Braeden Innovations booth at the exhibit hall of the trade
show.
Po has a bigger challenge in keeping track of brochures and literature than do other
types of sales representatives. Which of the following would most likely enable Po to
organize her selling tools better?
A) CRM system
B) territorial organization
C) portable filing system
D) computer scanning equipment
E) strategic partnership planning
A study of buying behavior reveals that most people make buying decisions based on:
A) a combination of emotional and rational buying motives
B) emotional buying motives only
C) rational buying motives only
D) social buying motives only
E) group theory motives only
Most written proposals include all of the following components EXCEPT a(n):
A) overview
B) schedule
C) objective
D) hypothesis
E) rationale
In which communication setting is voice quality particularly important?
A) telephone
B) face-to-face meeting
C) webinar
D) email
E) instant message
What is the most likely benefit of using indirect denial to handle a prospect’s concerns?
A) identifying the main concerns of the prospect
B) showing respect for the prospect’s opinion
C) countering inaccurate information
D) resolving the issue conclusively
E) preventing price resistance
When a customer says, “I would rather not tie up my money in a large order,” the
resistance most likely falls into which category?
A) time
B) product
C) price
D) source
E) process
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?
Commercial vendors who provide sales training offer courses based on:
A) Universal Sales Theory
B) the theories of Dale Carnegie and Napoleon Hill
C) a variety of sales approaches dating back decades
D) modern sales approaches that have been regression-tested
E) graduate-level MBA sales work
The primary benefit of providing online product information to salespeople is that the
information:
A) allows software integration
B) builds customer relationships
C) highlights product benefits
D) can be accessed at any time
E) can be redesigned easily
Which term refers to the degree to which a salesperson is perceived as developing and
maintaining buyer comfort throughout the sales process?
A) rigidity
B) sensitivity
C) maturity
D) believability
E) versatility
Ahmed ElShatif sells life and disability insurance to members of a large union in the
Willamette Valley region. His company is the only approved insurance vendor for the
union. Although he is not competing against other insurance agents, his prospects are
not required to buy any insurance coverage at all. He spends an average of 20 minutes
with each prospect, learning about their needs and explaining the various insurance
products, and choosing the right combination for each prospect.
When attempting to close a sale, Ahmed should most likely do all of the following
EXCEPT:
A) focus on a single point of greatest interest
B) recognize verbal and nonverbal closing clues
C) keep the prospect involved in the presentation
D) accommodate the buyer’s communication style
E) reveal additional service and transaction fees
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