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Selling Today: Partnering to Create Value, 14e (Manning/Ahearne/Reece)
Chapter 14 Adapting the Close and Confirming the Partnership
1) 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
2) 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
3) Prior to the introduction of consultative selling and the partnering era, closing was often
presented as:
A) less relevant than strategy
B) a type of win-win negotiation
C) an unnecessary aspect of selling
D) a minor component of personal sales
E) the most important aspect of the sales process
4) To close a sale more effectively, it helps to look at the value proposition:
A) from the customer's point of view
B) from the competition's point of view
C) as a made-up concept
D) as the objective to reach for
E) to determine which type of close to use
5) Closing the sale should also be thought of as:
A) the beginning of the next sales cycle
B) the beginning of a long-term partnership
C) practice for landing larger accounts
D) a challenge that most salespeople cannot achieve right away
E) the end of a long, complicated process
6) A buyer may need gentle reassurance from the salesperson that the decision to buy is correct,
if the buyer is feeling:
A) price resistance
B) negotiation fatigue
C) a need to justify the decision to purchase
D) the value proposition
E) unsure about the product selection process
7) When attempting to close a sale, Ahmed should most likely do all of the following EXCEPT:
A) focus on a single point of greatest interest
B) recognize verbal and nonverbal closing clues
C) keep the prospect involved in the presentation
D) accommodate the buyer's communication style
E) reveal additional service and transaction fees
8) Which of the following would most likely help Shane close a sale with the church
representative?
A) considering the value proposition from the prospect's point of view
B) focusing on every benefit and feature of rail car advertising
C) negotiating tough points during the close
D) mentioning additional fees during the close
E) asking for the order only one time
9) Hard-sell closing methods that involve manipulating the customer have fallen out of favor in
the last few decades.
10) A pushy or manipulative close can be overcome by establishing a long-term relationship with
the customer.
11) 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
12) When you are working on a large, complex sale you should most likely try to achieve:
A) joint partnership
B) special concessions
C) immediate commitment
D) transactional synergy
E) incremental commitment
13) Michael LeBoeuf, author of How to Win Customers and Keep Them for Life, says that a
surprising number of yes responses occur:
A) during the first trial close
B) on the fourth or fifth closing attempt
C) during the approach stage of the sales process
D) after the salesperson asks for the order twice
E) after the salesperson gives up the sale as lost
14) An incremental commitment close is especially appropriate for a product:
A) with a direct sales cycle
B) with a long, complex sales cycle
C) that is extremely expensive
D) that involves a buying committee
E) that involves few closing clues
15) 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
16) Salespeople should be confident at the time of the close if they can answer "yes" to all of the
following questions EXCEPT:
A) Do you believe in your product?
B) Do you believe in your company?
C) Do you believe in yourself?
D) Are you ready to give discounts if they are needed?
E) Have you identified a solution to the customer's problem?
17) It is important for the salesperson to pay close attention to the buyer's interests during the
need discovery phase to:
A) uncover the dominant buying motives
B) lengthen the selling cycle
C) determine the value proposition of the product
D) create peer pressure
E) use style flexing
18) When it is time for the church representative to sign the contract, Shane mentions that
printing costs are not included in the price he quoted during the presentation. The church
representative feels deliberately misled by Shane and finds that the printing costs put the ads
over the church's budget. At what point should Shane have discussed the price breakdown?
A) during the close
B) during the pre-approach
C) while building rapport
D) during the presentation
E) while servicing the sale
19) Shane and the church representative spend time talking about ways to structure the deal to
make it possible for the church to buy the ads. Shane offers to discount the ad space if the church
pays for the printing costs. This discussion is part of:
A) an extended close
B) negotiations
C) rebuilding rapport
D) logrolling
E) partnering
20) Despite the discount Shane offers, the church representative walks away from the deal. What
can Shane most likely learn from this experience?
A) Show less confidence at closing.
B) Engage in longer selling cycles.
C) Focus on individual buying motives.
D) Strive for incremental commitment.
E) Avoid surprises at the close.
21) The close is a good time to deal with controversial issues and problems.
22) When doing business in most of Latin America, your business card should be translated into
Spanish.
23) Lack of self-confidence prevents some salespeople from asking for the order.
24) As a general rule, a salesperson should ask for the sale no more than three times.
25) When you are working on a large, complex sale you should try to achieve incremental
commitment.
26) The ________ close offers the buyer something extra for acting immediately.
27) Obtaining some form of commitment during each step of the sales process is called
________ commitment.
28) There are a number of factors that will increase the odds that you will close the sale. List the
guidelines for closing the sale that have universal application.
29) Which is true of doing sales work in Latin America?
A) You might receive a hug and pat on the back as part of the greeting process.
B) Your interactions with decision makers will be direct and efficient.
C) Lunch with the client tends to be brief and productive.
D) Brazilian clients conduct business in Spanish or Portuguese interchangeably.
E) Latin Americans tend to be very punctual for appointments.
30) A closing clue can be described as a(n):
A) indication that the customer is undecided about the buying decision
B) indication you should speed up the sales presentation
C) verbal or nonverbal form of feedback from the customer
D) indication that the prospect fully understands the merits of your product
E) request from the customer for more information
31) The statement, "We have always wanted to own a travel trailer like this one," is a closing
clue that falls into which category?
A) benefits
B) requirements
C) questions
D) recognitions
E) assumptions
32) An indication, either verbal or nonverbal, that the prospect is preparing to make a buying
decision is called a(n):
A) assumptive close
B) trial close
C) approach
D) direct close
E) closing clue
33) Which of the following is most likely a nonverbal clue indicating that a prospect is prepared
to purchase the product?
A) The prospect asks about the terms of the sale.
B) The prospect's facial expression becomes closed off.
C) The prospect crosses her arms over her body.
D) The prospect leans forward and appears to be intent on hearing your message.
E) The prospect begins to examine the product as a way to tune out the salesperson's voice.
34) Which statement from a prospect is best categorized as a requirement clue?
A) "I don't understand the purpose of disability insurance."
B) "When is the first payment due?"
C) "My entire family will need dental coverage."
D) "Will this insurance cover hospitalization?"
E) "I have coverage through my wife's job."
35) Which of the following is a signal that Anne is ready to sign the contract to book the
reception?
A) She looks at her watch.
B) She checks her phone for messages.
C) She asks, "How much do I need to put down now to reserve the date?"
D) She asks, "Why don't you offer pre-set desserts?"
E) She says, "The country club offers a chocolate fountain at no extra cost."
36) Requirements posed by the customer may indicate readiness to buy.
37) Most nonverbal closing clues are easy to detect and interpret.
38) One of the least subtle buying signals displayed by the customer is the question.
39) A(n) ________ is any positive statement regarding your product or some factor relating to
the sale, such as credit terms or delivery date.
40) A(n) ________ is an indication, either verbal or nonverbal, that the prospect is preparing to
make a buying decision.
41) List and describe the three types of closing cues.
42) List four nonverbal clues that the prospect is receptive to a close.
43) Matt, a computer salesperson, tells a prospect, "As I described earlier, we have two financing
methods available. Which of them do you prefer?" Matt is most likely using which closing
method?
A) step-by-step
B) special concession
C) direct appeal
D) multiple options
E) assumptive
44) A salesperson who says, "If you will sign the order today, I can guarantee delivery within
five days," is using which of the following closing methods?
A) direct appeal
B) assumption
C) limited choice
D) summary-of-benefits
E) combination
45) You have covered the major points of the sales presentation and detected considerable buyer
interest, but you feel that the prospect will not be able to put the entire picture together without
help. Which type of closing would be most appropriate?
A) balance sheet close
B) management close
C) summary-of-benefits close
D) trial close
E) assumptive close
46) Which of the following is a major step to be followed when using the multiple options close?
A) Review methods of payment.
B) Create one solid product configuration for the client.
C) Include all the bestselling products in the configuration.
D) Introduce new products during a lull in the conversation.
E) Concentrate on the options the prospect seems to be interested in.
47) The best closing method is:
A) the one the sales manager prefers
B) the one that is appropriate to the customer
C) the one the salesperson has rehearsed most often
D) either the assumptive or the summary-of-benefits close
E) the multiple options close
48) Putting pressure on a buyer with a(n) ________ communication style will most likely make
the buyer more indecisive.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
49) A buyer with a(n) ________ communication style most likely needs support and social
acceptance from a salesperson.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
50) A buyer with a(n) ________ communication style is influenced by emotion and should not
be pressured to make a quick decision.
A) directive
B) rational
C) supportive
D) emotive
E) reflective
51) Salespeople should persist if the first effort to close is rejected, as this type of buyer admires
persistence. Which communication style does this buyer have?
A) directive
B) rational
C) supportive
D) emotive
E) reflective
52) Ahmed knows the insurance he sells is a good value and that it is beneficial to customers.
Moreover, Ahmed is confident that most prospects have already decided to purchase the
insurance. What type of close will Ahmed most likely use?
A) assumptive
B) direct appeal
C) trial
D) special options
E) management
53) Which of the following statements most likely illustrates a trial close?
A) "How close are we to completing this sale?"
B) "Since we have all the information, let's place the order."
C) "Would you prefer paying on the first or the fifteenth every month?"
D) "You can pay the premium in full or monthly. Which do you prefer?"
E) "May I have you sign this information release form to complete the process?"
54) Anne is very interested in having her wedding at the zoo but seems to need help envisioning
the process and benefits. What type of close should Lacey most likely use?
A) summary of benefits
B) trial
C) direct appeal
D) assumptive
E) special options
55) Which statement most likely indicates that Lacey is implementing a summary-of-benefits
close?
A) "Are you ready to purchase the package and provide us with the down payment to reserve the
date?"
B) "We've got you in the African Savannah room from six to midnight, with a four-course dinner
for 200, cake-cutting and plating, and full bar for $16,000. Is that correct?"
C) "If you sign the contract now I can give you a champagne toast for free."
D) "Do you have any questions about pricing or package options?"
E) "As soon as you sign the contract, your date will be booked!"
56) Shane feels the presentation and negotiation have gone well, so he decides to use a direct
appeal close. What would Shane most likely say to the representative of the church?
A) "Do you have any more questions about ad runs?"
B) "It looks like I've covered all your questions."
C) "Are you ready to sign the contract so we can close the deal?"
D) "Is there anyone else we should present this information to?"
E) "What is your overall opinion of my sales presentation?"
57) An example of a trial close is when the salesperson says, "Can I get your signature here?"
58) The direct appeal close is avoided by most salespeople because it adds complexity to a
selling/buying situation.
59) The direct appeal works best if it occurs early in the sales presentation before a prospect
shows clear interest in a product.
60) Role playing is the best way to experience the feelings that accompany closing and to
practice the skills needed to close sales.
61) ________ are closing attempts made at opportune times during the sales presentation to
encourage the customer to reveal readiness or objection to buying.
62) After closing a sale, the salesperson should do which of the following?
A) Discuss the customer's family and other personal matters.
B) Describe the satisfaction that will come from owning the product.
C) Ask the customer to write a testimonial about the value of the product.
D) Initiate a general conversation about the industry and economy.
E) Discuss other products the buyer could have purchased instead.
63) If the prospect says "no," which of the following should a salesperson LEAST likely do?
A) Thank the prospect sincerely.
B) Ask the prospect for future consideration.
C) Review the chain of events to identify weaknesses.
D) Try to reopen the presentation to confirm the decision.
E) Seek general feedback from the prospect through probing.
64) The confirmation step is most likely important because it:
A) assures that the customer cannot back out of the purchase
B) reassures buyers that they made the right decision
C) means that the salesperson can collect a commission
D) leads into the service step of the process
E) signals an end to buyer's remorse
65) An emotional response that can take various forms such as feelings of regret, fear, or anxiety
is:
A) Saturday-morning syndrome
B) buyer's high
C) buyer's remorse
D) closing reluctance
E) closing reserve
66) When a sale is lost, it is important to review the chain of events because:
A) a client that has been lost once will be lost again
B) the sales manager must take disciplinary action against the salesperson
C) the salesperson should determine how to retaliate against the competition
D) the salesperson will be able to learn from mistakes
E) the client must decide to offer referrals
67) Once a salesperson has lost a deal, the salesperson should:
A) remove the client's records from the CRM system
B) send the client an e-mail expressing displeasure with the negotiation process
C) avoid any future contact with the client
D) make sure the client knows about the weaknesses of the competitor
E) keep the door open for future sales
68) Even if a prospect does not buy from Ahmed now, Ahmed should most likely:
A) delete the prospect's record
B) mark the prospect's file "Sale Lost"
C) ask another sales representative at the firm to approach the prospect
D) call the prospect every week until the prospect buys the insurance
E) continue to make contact once a year with the prospect
69) Anne seems to be experiencing buying anxiety, so Lacey creates a two-column chart. One
column is titled "Reasons for Buying Now" and another column is titled "Reasons for Not
Buying Now." Lacey is most likely engaging in a(n) ________ close.
A) multiple option
B) combination
C) impending event
D) management
E) balance sheet
70) Why is it most likely important for Lacey to engage in the confirmation step after closing a
sale with Anne?
A) Establish a long-term strategic partnership with Anne.
B) Facilitate payment before Anne changes her mind.
C) Gather feedback from Anne about the sales process.
D) Prevent Anne from having buyer's remorse.
E) Ensure that Anne provides many referrals.
71) After the church representative walks away from the sale, Shane should:
A) restructure pricing for churches and other non-profits so they can afford to buy
B) stay in touch with the contact, even if it feels uncomfortable at first
C) warn the representative not to purchase from his competitor
D) call back and offer to cut the price by 10%
E) not attempt to sell to churches or other houses of worship
72) After closing the sale, it would be proper to say, "Do you know anyone else who might be
interested in this product?"
73) When a customer says "no," there is no chance that the decision can be changed, so a
salesperson should leave the office quickly.
74) The confirmation step in closing the sale consists of reassuring the buyer that the purchase is
a good decision.
75) ________ is an emotional response that can take various forms such as feelings of regret,
fear, or anxiety.
76) What suggestions would you give to a salesperson that does not successfully close a sale?
