Mutual goals of customers and sales organizations include increasing sales and profits.
The presentation phase of the referral cycle begins when you sit down with your
prospects for a sales presentation.
According to the text, one of the easiest things a salesperson can do is to care about
customers.
In a relationship, trust increases and wisdom decreases over time.
Developing a proposal document that can serve as a script during the presentation is a
part of the group presentation preparation.
Conceptual skills are especially important for the creative order-getters.
Customers can recover damages on the grounds of breach of warranty and other
contractual breach; however, customers cannot recover damages in cases of
misrepresentation.
A sales presentation involves a persuasive explanation of a business proposition.
The sales process refers to the checklist salespeople use to prepare for addressing
prospects’ objections.
Green River ordinances require that industrial salespeople who sell complex
machineries to organizations be licensed before approaching customers.
The corporate marketing department determines each product’s initial price.
A salesperson knows that a prospect’s desire for a product is solidified when the
potential buyer asks a question about price.
A hopeless objection is one that cannot be solved or answered by the salesperson.
In the formula sales presentation, the prospect generally controls the conversation
during the sales talk, especially at the beginning.
The compliment close is particularly effective when you are calling on a prospect who
has a big ego.
Company-generated data usually has greater credibility than proof furnished by
reputable sources outside the company.
The salesperson who tells the prospect, “Since the cost of this line of plastic utensils
will increase next week, can I place your order for the product today?” is using the
standing-room-only close.
A delegating leadership style is characterized by below-average levels of both task
behavior and relationship behavior.
Selling and marketing are interchangeable terms for the same business activity.
During the approach, it is best if a salesperson does all of the following EXCEPT:
A. takes notes.
B. makes eye contact.
C. sits in the public space.
D. provides a business card.
E. uses the prospect’s name.
Based on the following data, calculate the breakeven point.
Sales = $500,000
Transportation = $10,000
Gross Profit = $200,000
Lodging and Meals = $8,000
Salary = $37,000
Other expenses = $5,000
A. $150,000
B. $130,000
C. $100,0003
D. $86,667
E. Cannot be calculated with the information given
What is the most likely reason that some salespeople dislike the need-satisfaction sales
presentation approach?
A. The salesperson must give the prospect some control of the selling situation.
B. The method is impractical for selling highly technical products.
C. The salesperson must present unimportant benefits to the buyer.
D. The approach requires the salesperson to close too quickly.
E. The method allows very little prospect participation.
A product is priced “FOB destination.” This expression means:
A. the shipping costs are negotiable.
B. the buyer pays the shipping costs.
C. the seller pays all shipping costs.
D. the buyer and seller share the shipping costs.
E. freight over a basic fee is paid at the destination.
A manager characterized by a high level of task behavior:
A. gives a generous amount of feedback to reinforce positive behavior.
B. closely supervises the individual or group to make sure the job is done.
C. exhibits a democratic attitude toward motivation.
D. uses two-way communication frequently.
E. prefers a flatter organizational structure.
According to the Golden Rule of Selling, your primary purpose for any sales call
should be to:
A. determine who has the authority and the ability to be a buyer.
B. create a long-term relationship with all prospects.
C. meet and provide help to a prospect.
D. sell a product to every prospect.
E. qualify leads efficiently.
Which term refers to a formal relationship between a salesperson and a customer for
the purpose of pursuing mutual goals?
A. Transactional relationship
B. Exchange-oriented dependency
C. Symbiotic relationship
D. Strategic customer relationship
E. Joint decision-making alliance
Elisha Levi believes that a flexible, customized approach to selling is best when
dealing with highly complex products. She typically performs an in-depth study of the
prospect’s needs before creating a well-planned presentation. Levi obviously favors the
_____ presentation method.
A. memorized
B. stimulus response
C. problem-solution
D. need-satisfaction
E. formula
James is calling on an important prospect. He realizes that the customer has
predetermined beliefs about the services of his company. Which closing method would
me most appropriate?
A. T-account
B. Minor-points
C. Continuous-yes
D. Compliment
E. Alternative-choice
According to the text, which of the following is one of the seven basic factors to be
considered in the allocation of a salesperson’s time?
A. Nonselling time
B. Product price
C. Total revenue of the company
D. Number of competitors
E. Estimated sales volume
Which of the following is a disadvantage of the memorized sales presentation?
A. The difficulty involved in preparing and using the memorized sales presentation
often frightens inexperienced salespeople.
B. The memorized sales presentation presents features, advantages, and benefits that
may not be important to the buyer.
C. Salespeople are often disorganized when they use the memorized sales presentation.
D. The memorized sales presentation is not effective when selling time is short.
E. The memorized sales presentation includes too much prospect participation.
The _____ phase of the referral cycle provides a salesperson with ongoing
opportunities to maintain contact with clients.
A. service and follow up
B. closing
C. product delivery
D. presentation
E. preapproach
When two situations have something in common, they can be effectively compared by
using a(n):
A. metaphor.
B. simile.
C. analogy.
D. parable.
E. imagery.
All of the following are characteristics of ethical behavior EXCEPT:
A. being honest with customers.
B. following company policies.
C. showing loyalty to co-workers.
D. treating customers and peers fairly.
E. maintaining personal sales goals.
What response is most likely expected from a prospect when a salesperson uses a
counter suggestion such as, “Do you really want an SUV with all of these extra
features?’
A. “I really don’t need all of these extras. We should look at less expensive SUVs.”
B. “Yes, this model has lots of features that aren’t available on other SUVs.”
C. “Okay. Show me some other SUVs which are better than this.”
D. “Okay. What kind of SUV would you recommend we buy?”
E. ‘œWe should consider an SUV with fewer features.’
When a customer relies on a salesperson’s statements, purchases the product, and then
finds that it fails to perform as promised, the supplier can be sued for:
A. reciprocity.
B. tie-in sales practice.
C. sales discrimination.
D. misrepresentation.
E. sales restriction.
_____ is often referred to as the preapproach.
A. Presentation
B. Trial close
C. Planning
D. Targeting
E. Evaluation
John Hagen, a veteran appliance salesperson, is in an interview with a potential
prospect. As the prospect talks about how more people are renting appliances rather
than buying them, Hagen replies, “Really? That’s interesting. So how many refrigerators
do you want to order?’ Hagen is most likely engaged in _____ listening.
A. marginal
B. active
C. evaluative
D. routine
E. borderline
One of the elements of the sales presentation mix is:
A. creativity.
B. product.
C. proof.
D. knowledge.
E. probes.
Langley sells truck bed liners guaranteed to last for 20 years. After every sale, Langley
asks his customers for the names of several friends who might also be interested in
protecting the beds of their trucks. He then calls on those people and also asks them for
names. Langley is using the _____ method of prospecting.
A. customer-oriented
B. cold canvass
C. orphaned customer
D. endless chain referral
E. sales lead club
When the buyer is leaning forward or upright, the buyer is projecting _____ signals.
A. caution
B. disagreement
C. acceptance
D. inhibitory
E. instructive
Why should a salesperson first select a sales presentation method and then the
approach?
A. The sales presentation method is unimportant.
B. The sales approach is the last step in a sales presentation.
C. The salesperson can integrate trial closes into the approach.
D. The sales presentation method determines how to open the presentation.
E. A good sales presentation can compensate for a poor sales approach method.