Quotation management software enables firms to prepare written proposals that comply
with federal RFP guidelines.
It is almost impossible for clients to understand some products without a well-planned
presentation.
Style flexing is the deliberate attempt to accommodate the needs of your customer.
When you deal with an unhappy customer, you should try to determine if their problem
is real or perceived before attempting to resolve an issue.
A working model can be a satisfactory substitute for demonstrating the product itself.
Business meetings in Russia typically start on time because Russians value punctuality.
Paraphrasing the customer’s meaning is an attempt to repeat the same words used by the
customer.
The transition from the preapproach to the approach is sometimes blocked by sales call
reluctance.
Sales resistance is a natural response that tends to provide the salesperson with valuable
information about the consumer.
Patronage buying motives are particularly important when product offerings from
several companies are very similar.
When you are working on a large, complex sale you should try to achieve incremental
commitment.
It is best to begin time conservation by picking one or two of the least wasteful areas
and correcting those problems first.
Which term best refers to a well-connected person who does not make the buying
decision but has an impact on the person who does?
A) gatekeeper
B) referral
C) prospect
D) intermediary
E) center of influence
Roni Harris, a college student in the business department of her local university,
originally planned to major in accounting. However, she discovered an interest in
product marketing and sales and is taking courses in these areas.
In Roni’s new sales job with Compu-Tex, she talks with a prospect who is strongly
interested in the product, but does not have the budget to purchase a full-year
subscription. When Roni reports this to her manager, her manager says, “Turn it into a
win-win!” The sales manager most likely wants Roni to:
A) sell the product to the customer at wholesale cost.
B) work with the customer to sell a length of subscription the customer can afford.
C) work with the research and finance departments to find a way to reduce overall
costs.
D) ask the prospect for a referral so that the time spent with this prospect won’t be a
loss.
E) express appreciation to the prospect for considering the proposal and then find a new
lead.
Joe Girard’s “Ferris Wheel” concept assumes which of the following?
A) The optimal ratio of customers to prospects is 66 percent.
B) If the customers are sold the correct product and given good service, a company will
not lose customers.
C) A certain number of customers will be lost every year by most companies.
D) Departing customers must be replaced by new customers at an equal rate.
E) Salespeople will do better prospecting when they think of the process as a roller
coaster.
The written proposal is best described as a(n):
A) government formality that customers do not read
B) standardized document that highlights pricing
C) opportunity to demonstrate writing skills
D) plan of action based on facts and assumptions
E) analysis of competing products and services
Difficulties closing the sale are most likely to arise when:
A) the salesperson is not strategically prepared for the close
B) the “magic moment” has elapsed before the close has been attempted
C) verbal and nonverbal clues contradict each other
D) the customer responds positively to the trial close
E) the salesperson has too much confidence in the close
Maintaining high ethical standards:
A) can strengthen your relationship with a customer
B) should be secondary to closing a sale
C) is rare in the world of sales
D) will lead to lost revenue for a company
E) often puts you in conflict with your customers
A sales manager screening applicants for a sales position should most likely seek an
individual who:
A) will close sales no matter what it takes
B) is familiar with other employees at the firm
C) can bring large accounts from a competitor
D) has entrepreneurial ideas
E) is self-motivated
Harold Timmons is in a position to close a large sale if he conceals certain information
that the customer needs to make an intelligent buying decision. Harold’s sales manager
encourages him to withhold the information and says, “You will not be breaking any
law.” Which of the following statements would most likely help Harold in this
situation?
A) A salesperson’s ethical sense must extend beyond the legal definition of right and
wrong.
B) Cooling-off laws prevent customers from being harmed by unethical salespeople.
C) The code of ethics established by management justifies all ethical and unethical
choices.
D) The firm’s moral tone is established by salespeople who have daily customer
contact.
E) An action is ethical if a salesperson can defend it successfully to a group of peers.
Customer satisfaction most likely arises from:
A) product price
B) the product itself
C) the company that makes or distributes the product
D) the salesperson who sells and services the product
E) a combination of the product, company, and salesperson
In consultative sales, the customer’s primary focus is a trustworthy:
A) product
B) salesperson
C) organization
D) culture
E) industry
The sales director of a food supply house to restaurants has been analyzing sales for the
past two years and has discovered that sales representatives have been losing sales,
giving larger discounts than they should, and giving away too many “freebies” to
clients.
A salesperson who goes into a negotiation process without any preparation is likely
either to lose the sale or to:
A) make concessions to the buyer too quickly
B) create a win-win solution for both parties
C) sell a product that lacks superior benefits
D) give the prospect too much information
E) promote the competition’s product
CRM software can most likely help a salesperson to do all of the following EXCEPT:
A) remember the names of the customer’s family members
B) develop a partnering relationship with the customer
C) track which products a customer prefers to purchase
D) shift the customer from a reflective to emotive style
E) adapt to the customer’s communication style
A major reason for asking survey questions is to:
A) find out if the customer possesses a viewpoint that may hinder a sale
B) find out if your message is getting through to the prospect
C) qualify the prospect for making a purchase
D) confirm that the prospect understands the basic facts about the product
E) collect basic facts about the buyer’s existing situation and problem
A survey conducted by Selling Power magazine found that 87 percent of salespeople
use ________ to deliver their sales presentations.
A(n) ________ is usually the only physical contact one makes during a sales call.
________ are deeply held personal beliefs and preferences.
List and explain the steps in the Six-Step Presentation Plan.
________ refers to two simultaneous events: an external stimulus called a stressor, and
the physical and emotional responses to that stimulus.
Describe the major benefits of using a computerized database as a source of prospects.
The process of recommending products or services that are related to the main item sold
to the customer is known as ________.