A need-satisfaction question can help move the sale forward.
Mature and well-established products are usually characterized by intense competition
as new brands enter the market.
Emotive customers are frank, demanding, serious, and opinionated.
Nonverbal messages can reinforce or contradict the spoken word.
When a customer says “no,” there is no chance that the decision can be changed, so a
salesperson should leave the office quickly.
Research shows that a neutral third party’s testimony tends to provide a weak argument
when answering a customer’s concern.
Negotiation is defined as “working to reach an agreement that is satisfactory to either
the buyer or the seller.”
A “moment of truth” can be described as a situation where the customer’s expectations
were met.
Today, the primary goal of the value-added concept is to add value by lowering the
price of the product.
Experts recommend conducting business in the process of networking to ensure that
solid prospects are developed quickly and efficiently.
Jenny is working on her sales strategy for a mid-sized town in her territory. One of her
ideas is to stretch out of the traditional prospect pool of traveling performers, who are
not headquartered in the Upper Midwest, and open up new markets with corporations
that need customized buses for executives.
This thinking process Jenny is participating in is called:
A) the value proposition
B) the marketing mix
C) presentation strategy
D) strategic planning
E) optimization
One way to move from the social contact to the business contact is to thank the
customer for taking time to meet with you and then review your goals for the meeting.
Which of the following approaches is this?
A) product demonstration
B) agenda
C) social
D) referral
E) customer benefit
Which of the following is one of the buying anxieties that make customers reluctant to
commit, according to Gene Bedell, author of 3 Steps to Yes?
A) lack of strategy
B) lack of loyalty
C) fear of making a mistake
D) fear of asking for the close
E) fear of public speaking
In recent years, the “fax attack” model of car shopping has become popular. In a “fax
attack,” a customer sends a fax to every car dealership within a certain radius listing the
make and features of the car they would like, along with the price they are willing to
pay, and asks dealerships that will match that price to contact the customer. In essence,
the customers set both the features and the price for the car. McCall Automotive has
experienced a sharp increase in the number of fax attacks, and Phil, the sales manager,
is seeking methods for addressing the situation. Phil is also concerned about the
dealership€s positioning strategies and market share.
McCall Automotive sells a large number of well-established minivans, such as the
Dodge Caravan and Honda Odyssey. Now, the dealership has a new vehicle that it must
position€a hybrid minivan. What will be the best strategy for positioning the new
hybrid minivan?
A) hiring a new sales team to sell the hybrid minivan
B) focusing on key features of the hybrid minivan
C) highlighting the service provided by the dealership
D) creating a need and desire for a hybrid minivan
E) sustaining the dealership€s current minivan market share
Salespeople for XFormation need to be able to successfully:
A) convince a prospect to buy
B) partner with the prospect to achieve the prospect’s training goals
C) communicate why XFormation trainers are the best
D) make prospects like them so they will want to buy from them
E) persuade prospects that the XFormation training course will serve their needs
A series of creative improvements in the sales process that enhance the customer
experience is known as:
A) relationship modeling
B) customer-oriented sales
C) value-added selling
D) transactional selling
E) managing relationships
Which of the following is an acceptable method of negotiating the price objection?
A) Make price the focal point of your presentation.
B) Clarify the link between price and quality.
C) Focus on an individual product feature.
D) Apologize for the product’s high prices.
E) Lower the price if the customer balks.
A problem a salesperson could run into with regard to knowing the product extensively
is:
A) relying on written proposals
B) conducting a thorough presentation
C) knowing more than the other salespeople
D) exhibiting a bad attitude at sales meetings
E) misjudging the customer’s product knowledge
John Bieland, the equipment buyer for Great Lakes Manufacturing, purchased two large
riveting machines from Hoseke Corporation’s sales representative, Lindell Ross.
Because of a clerical error, the machines shipped a day later than scheduled, which put
the delivery truck in the middle of a blizzard that shut down roads for several days. By
the time the machines were delivered by Hoseke Corporation, they were a full week
late. John Bieland sends an email to Lindell, cc’ing the CEOs of Great Lakes
Manufacturing and Hoseke Corporation, expressing his dissatisfaction.
How should Lindell respond to John’s email?
A) He should send a reply immediately, explaining that the delay was unavoidable
because of the weather.
B) He should email the CEO of Hoseke Corporation to explain the situation and the
weather delay.
C) He should ask the head of the shipping department to reply to John and accept
responsibility for the delay.
D) He should offer to replace the machines free of charge.
E) He should call John immediately to apologize for the late delivery.
Considering the product and the target market, what would be the best sales model for
the company to most likely use?
A) Sell the product exclusively via self-service online, as it is a technology product.
B) Have the CEO of the company sell the product to prospects because he understands
the importance of making sales.
C) Hire a salesperson with some experience understanding and selling technology
products to sell the product.
D) Hire a highly experienced sales manager from the publishing industry to set up a
sales department.
E) Sell the product through a telemarketing agency.
Which service behavior is LEAST important in B2B selling?
A) returning customer phone calls promptly
B) communicating information concisely
C) showing a willingness to be helpful
D) speeding up the closing process
E) demonstrating professionalism
Which of the following is the best topic a salesperson can use to break the ice when
talking with a prospect?
A) local sports teams
B) product features
C) shared interests
D) current politics
E) religion
Networking, as it applies to the field of selling, is a method of prospecting that:
A) utilizes the telephone and cold calling strategies
B) remains popular only in the telecommunications field
C) is seldom used today because of the rise of social media
D) is considered unethical in most industries because of lawsuits
E) relies on making contacts with people and profiting from the connections
In strategic alliance sales, the customer’s primary focus is a trustworthy:
A) product
B) salesperson
C) organization
D) culture
E) industry
The ________ salesperson is usually not compensated on the basis of the orders
obtained, but receives recognition for indirectly increasing sales.
Discuss the advantages of having in-depth knowledge of your product.
Improving your self-image can be achieved with three practical approaches. List and
describe each approach.
________ refers to the distinct norms, beliefs, behaviors, and work patterns of a
company.
________ are a form of communication defined as “messages without words” or ‘silent
messages.”
An ________ outlines expected sales for a product or service to a specific target group
over a specific period of time.
Getting credit for the value you create for the customer is known as ________.
The major types of business defamation are business slander, business libel and
________.
Approach, needs identification, presentation, negotiation, close, and servicing the sale
are steps in the Six-Step ________.
Peter Drucker stated that “the ________ defines the business.”