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Traditional industrial age sales-training programs encouraged salespeople to make
positive first impressions with customers and then to push the product to make a quick
sale.
An example of a trial close is when the salesperson says, "Can I get your signature
here?"
Since graphs are usually quite descriptive, no interpretation is necessary for the
prospect to understand the material.
Sales teams can often uncover problems, solutions, and sales opportunities that no
individual salesperson could discover working alone.
Full-line selling, or suggestion selling, should be viewed as a form of customer service.
Most image consultants agree that male salespeople should always wear suits to make
the best impression on customers even when customers are dressed casually.
The sales manager who appraises the performance of sales personnel regularly is
displaying the leadership quality known as "consideration."
Since the majority of Angie's prospects are strangers who walk up to her counter out of
the blue, what is the most important preparation Angie should do for the presentation?
A) Learn her products and how to give excellent facials and makeovers.
B) Practice the standardized presentation script.
C) Proofread her PowerPoint presentation to guarantee good grammar and spelling.
D) Quickly search for the prospect on the Internet to glean basic information.
E) Assume the prospect has never used makeup before.
Women's swimwear designer Meli Kinaua'a designs high-end swimsuits. The suits are
sexy in style, but fit a wide variety of body shapes and sizes, which is unusual in the
high-end market. Sales director Jeannie Park sells the suits to boutiques at exclusive
resorts and hotels. These boutiques usually carry other high-end swimsuit lines.
Which of the following is a probing question Jeannie could ask a boutique buyer?
A) Can we arrange delivery for next Wednesday?
B) Are the limited sizes of the other swimsuits you carry affecting sales?
C) What are the most common swimsuit sizes sold to guests at the resort?
D) What colors and sizes are primarily sold in your boutique?
E) Do you experience a fluctuation of sales throughout the year?
According to Trudi Gallagher, people from which of the following countries are very
punctual and private?
A) Italy
B) Saudi Arabia
C) Mexico
D) Switzerland
E) France
Withholding information from customers and revealing it at the close would most
likely:
A) violate federal truth in advertising laws
B) cause the customer to buy more units
C) jeopardize the completion of the sale
D) be considered an assumptive close
E) minimize the incremental close
In which value creation selling approach do salespeople focus a great deal of attention
on customers' needs awareness?
A) transactional selling
B) strategic alliance selling
C) consultative selling
D) new task selling
E) system selling
Victor Craig is sales director for a software company selling diagnostic software to
automotive repair shops all across the country. He has been with the company for 14
months and manages a staff of six sales representatives. Victor also covers a four-state
territory himself. On Monday the CEO of the company calls Victor into his office and
states that management is dissatisfied with Victor's performance as sales director. Victor
has 90 days to turn his performance around, or he will be fired.
Several sales representatives complain that Victor shows a lack of consideration for
their ideas and feelings and treats them all like cogs.
Which of the following would most likely help Victor improve his consideration skills?
A) Make blanket policies to treat employees equally and consistently.
B) Take a communication skills class to learn how to read nonverbal clues.
C) Schedule face-to-face meetings with sales representatives on a regular basis.
D) Make decisions quickly and firmly to ensure the success of the entire sales team.
E) Make SMART goals to improve sales results and increase long-term organizational
profits.
The best policy concerning recordkeeping is to:
A) retain all records for three years before discarding them
B) require written responses instead of substituting checkmarks
C) record only those details that cannot be committed to memory
D) require only records that provide positive benefits to those involved in the sales
process
E) require records on all details and processes in order to maintain sales process
discipline
During the close, attention should be focused on:
A) a more detailed analysis of customer objections
B) the information gathered in the pre-approach stage
C) the single benefit that generates the most excitement
D) the ceremonial and visual aspects of the sales presentation
E) the features the product has that set it apart from the competition
When dealing with customer complaints, the salesperson should most likely:
A) determine if the complaint is real or imagined
B) point out the fallacy in the customer's argument
C) decide what action must be taken to remedy the problem
D) prevent customers from sharing their feelings and frustrations
E) blame the problem on other departments in the company, such as shipping
On the communication style grid, the two communication styles with low dominance
are reflective and supportive. Salespeople with these two communication styles would
be best suited for sales situations in which:
A) the product is simple to understand so the salespeople don't have to spend much time
with potential clients
B) the product is highly technical and requires a strong focus on partnering over the
long term to discover solutions for the client
C) the customers understand the low dominance of the salespeople and are willing to
work with them despite their communication differences
D) the customers are all reflective or supportive communication styles
E) the salespeople are not required to have direct contact with potential clients
What is qualifying? What are the basic questions that a salesperson should ask in the
qualifying process?
The salesperson that is genuinely interested in helping customers can build goodwill
with full-line, or suggestion selling. List the four guidelines to follow when using this
method.
Preparation for the actual sales presentation is a two-part process. Part one is referred to
as the ________ and part two is called the ________.
List and describe the four most common types of questions used in the field of personal
selling.
List and explain the three prescriptions to developing a good presentation strategy.
The ________ product refers to what may remain to be done or what is possible.
________ enhance credibility and can take the form of a statement, a report, or a
photograph.
When you use the ________ approach, your opening statement should include a direct
reference to the third party.
