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According to the SELL sequence, the first thing you should do in your sales
presentation is to explain the advantages of your product.
Under the straight salary compensation plan, salary is distributed in proportion to the
sales made.
Organizational design is the formal, coordinated process of communication, authority,
and responsibility for sales groups and individuals.
By sending greeting cards, the salesperson shows his appreciation for the customer's
business.
A salesperson who receives caution and disagreement signals should ask the prospect
open-ended questions to encourage two-way communication.
An effective salesperson should always prepare the sales presentation before
developing the customer profile and benefits.
If you are 100 percent sure that you cannot overcome the objection and that the
prospect will not buy, it is better to leave the prospect's office without asking for an
order.
The use of regressive compensation plans would discourage top performing
salespeople from accepting management positions.
The dodge method of handling an objection involves turning a prospect's objection into
a reason to buy.
The process of applying different selling strategies to different customers and prospects
is known as the account segmentation approach.
Centralized training programs usually involve low-quality facilities and dated
equipment, which is why they are infrequently used by sales organizations.
Financial rewards for professional salespeople are commonly solely based on
performance.
If merchandise that has been sold in the past is unusable, the salesperson should not
return the merchandise at it would result in loss.
The typical salesperson sells either goods or services, but not both.
Monica, an electrical parts salesperson, lost one of her big accounts to a competitor. It
would be appropriate for Monica to respond in all of the following ways EXCEPT by:
A. visiting the customer quickly and finding out why the change was made.
B. expressing appreciation to the customer for past business transactions.
C. pointing out the flaws and high prices of competing products.
D. treating the former customer as a prospect by making calls.
E. communicating an interest in meeting future needs.
Which of the following statements is the best example of a minor-point close?
A. "I'll have that new mattress delivered to your house on Wednesday."
B. "Do you want those pillows in maroon or ebony?"
C. "So you really like the fabric color and texture as well as the shape and size of that
sofa?"
D. "Your appreciation of that lamp just confirms my opinion of your impeccable tastes."
E. "I am not sure if I have your shoe size. Would you want a pair if I have them in
stock?"
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. The company installs winches, stage lifts, and other
equipment commonly used in stage productions. The equipment is designed so it can be
operated from a single console without awkward or heavy lifting. Both opera
companies and theaters see the benefit of such a system, but many are reluctant to buy
because of perceived costs. John Hastie and Mark Ager, the company's best salespeople,
must design sales presentations that address these concerns.
What types of sales presentations would you expect Hastie and Ager to use for new
customers?
A. Need-satisfaction and problem-solution
B. Memorized and need-fulfillment
C. Need-fulfillment and need-development
D. Formula and problem-solution
E. Persuasive selling and need-satisfaction
Which of the following is an example of alternative-choice closing technique?
A. I'll send you three cases of wine tomorrow.
B. Would you prefer orange flavor or lemon flavor?
C. This product has many advantages, so why not buy it?
D. Our offer will not last for long, so you have to act quickly.
E. I would give you a discount if you bought both of these today.
As a salesperson, part of your job in handling a customer complaint is to do all of the
following EXCEPT:
A. obtaining relevant information from the customer.
B. expressing sincere regret for the customer's problem.
C. handling the complaint quickly and efficiently.
D. following up to make sure the customer is satisfied.
E. pointing out the poor service offered by competitors.
Stage Technologies
Stage Technologies is a London-based company that supplies engineering solutions for
the entertainment industry. It has helped the boy-band Westlife make a flying entrance
onto stage and provided stage-rigging packages for the Princess cruise line. The
company was established in 1994 after a couple of production designers decided that
the automation of theater productions could be done more safely and more efficiently
by using modular production rather than the old "build-as-needed" formula. The
company installs wenches, stage lifts, and other equipment commonly used in stage
productions. The equipment is designed so it can be operated from a single console
without heavy lifting. Both opera companies and theaters see the benefit of such a
system, but many are reluctant to buy because of perceived costs.
Joseph Harris is the company's best salesperson. Harris is making a sales call on the
manager of a theater that is planning to perform three plays this season that include
complicated lifting, flying, and a working trapdoor. The manager is aware of the time,
labor, and monetary costs involved in staging these productions and wishes there was
an easier way to produce the three plays.
The theater manager is most likely at the:
A. unconscious level and will be a difficult sell.
B. preconscious level and will require a lengthy sales presentation.
C. routine decision level and anxious about the purchase.
D. conscious level and easy to sell to.
E. routine decision level with few objections.
Which of the following is a false assumption made by many salespeople?
A. Benefits are very important to buyers.
B. Price is the only factor in a buying decision.
C. Psychological factors influence buying decisions.
D. Wants and needs motivate buying decisions.
E. Unimportant benefits should be deemphasized.
Jon Querillian wants to create a network of prospects for his landscaping business.
Which of the following would be the LEAST effective method?
A. Sending thank-you notes to people who provide leads
B. Focusing on meeting center-of-influence people
C. Asking open-ended, feel-good types of questions
D. Sending contacts monthly sales promotional items
E. Sending contacts unflattering information about the competition
Which term refers to opposition or resistance by the prospect to information or to the
salesperson's request?
A. Sales condition
B. Arbitration
C. Negotiation
D. Trial close
E. Sales objection
The statement, "With its 25 percent market share, this is the best-selling laser printer on
the market today," is an example of a(n):
A. product advantage.
B. segmentation variable.
C. product feature.
D. market property.
E. product benefit.
Under _____ listening, listeners are easily distracted by their thoughts; the message is
heard, but it does not sink in.
A. dynamic
B. subsidiary
C. marginal
D. evaluative
E. active
Customer satisfaction refers to:
A. the total shopping experience.
B. a feeling towards the purchase.
C. an expectation about the product.
D. activities intended to retain buyers.
E. marketing experiences prior to purchase.
Which of the following statements about transactions and exchanges is most likely
true?
A. Service-oriented businesses have exchanges but no transactions.
B. Marketing-oriented businesses have transactions but no exchanges.
C. The completion of an exchange is unrelated to the occurrence of a transaction.
D. Once a transaction has occurred, the exchange is complete.
E. The terms "transaction" and "exchange" can be used as synonyms.
The members of a sales lead club:
A. use the club primarily for socialization.
B. sell products of the same category.
C. sell competitive products.
D. belong to noncompetitive fields.
E. sell for the same corporation.
What is one of the reasons that people choose sales jobs?
A. Very little pressure
B. High degree of freedom
C. Minimal accountability required
D. Few skills needed for success in the field
E. High fixed salaries compared to most other jobs.
Which of the following is NOT one of the four main elements in the customer
relationship process used by salespeople to build long-term relationships?
A. Providing service
B. Analyzing needs
C. Gaining commitment
D. Evaluating competitors
E. Presenting product benefits
What is the final step in developing a customer benefit plan?
A. Performing a value analysis that identifies ROI
B. Assessing the prospect's attitude with a trial close
C. Creating an individualized sales call objective
D. Developing a suggested purchase order
E. Presenting a marketing plan
Ben is a salesperson for a company that manufactures gardening equipment. Why does
Ben most likely insist on mailing his retail customers, birthday, holiday, and special
occasion cards containing seed packs?
A. To encode his message of service
B. To show his appreciation of his customers
C. To create word-of-mouth advertising
D. To express non-verbal communication
E. To meet customers' supply needs
_____ is defined as the series of sequential actions by a salesperson that leads toward
the customer taking a desired action and ends with a follow-up to ensure purchase
satisfaction.
A. Sales presentation
B. Referral cycle
C. Sales process
D. Networking cycle
E. Prospecting process
Which of the following is a major difference between the need-satisfaction method and
the formula sales method?
A. The formula sales method opens with questions to the prospect unlike the
need-satisfaction method.
B. The need-satisfaction method is better for repeat buyers than the formula approach.
C. The need-satisfaction method is more flexible than the formula selling technique.
D. The formula sales approach is less structured than the need-satisfaction approach.
E. The formula method is more interactive than the need-satisfaction method.
Comment on the following statement: "No matter what the situation, the
need-satisfaction presentation is always the most effective."
How can today's salespeople integrate technology into the close?
Briefly describe the main types of manufacturer sales positions.
Carmen sells women's sportswear. She is experienced in making sales presentations to
groups of two to four buyers. Carmen's sales manager has told her to prepare a
presentation for a group of 30 department store buyers. Does Carmen need to make any
changes to her typical sales presentation when addressing the larger group? Why or
why not?
What are the three types of buying situations? Describe each.
Give an example of how a Girl Scout can use an alternative-choice close to sell Girl
Scout cookies.
