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END-OF-CHAPTER ACTIVITES
Included in this section are answers to selected end-of-chapter exercises. Answers are
provided for all review questions, application exercises and case problems. Also, a brief
description of each role-play is provided.
Not included in this section are answers to the Regional Accounts Management Case
Regional Accounts Management Case Study.
Also not included in this section are answers to exercises related to Appendix 3:
“Partnership Selling: A Role–Play/Simulation.” Answers, forms, and instructions related to
titled Traditional Role Play Exercises and Forms.
Key Terms
Incremental commitment, p. 296: When you are working on a large, complex sale, you should
try to achieve incremental commitment throughout the sales process. Some form of
commitment should be obtained during each step in a multi-call sales presentation.
Closing clue, p. 297: A closing clue is an indication, either verbal or nonverbal, that the prospect
is preparing to make a buying decision.
Trial close (Minor point close), p. 299: A trial close is a closing attempt made at an opportune
time during the sales presentation to encourage the customer to reveal readiness or
unwillingness to buy. It is also known as the minor point close.
Direct appeal close, p. 300: The direct appeal close has the advantages of clarity and simplicity.
This close involves simply asking for the order in a straightforward manner.
Assumptive close (Take-it-for-granted close), p. 300: The assumptive close or, as it is
sometimes called, the take-it-for-granted close, asks for a minor decision, assuming that the
customer has already decided to buy.
Multiple options close, p. 302: In the multiple options close, the salesperson allows the person
to examine several different options, and tries to assess the degree of interest in each one.
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Balance sheet close, p. 302: The balance sheet close appeals to customers who are having
difficulty making a decision even though they have been given plenty of information.
Management close, p. 303: To close a major account, salespeople sometimes use the
management close which calls on top management for help.
Impending event close (Positive/negative technique), p. 303: The impending event close, also
known as the positive/negative technique, involves making positive use of a negative point.
This technique of closing requires that you know the needs of the prospects well enough to
turn their objections into your selling points.
Confirmation step, p. 304: Once the sale has been closed, it is important to take time to reassure
the customer. This is the confirmation step in closing the sale.
Buyer’s remorse, p. 304: Buyer’s remorse is an emotional response that can take various forms
such as feelings of regret, fear, or anxiety
MyMarketingLab
Go to mymktlab.com to complete the problems marked with this icon .
ANSWERS TO REVIEW QUESTIONS
14-1 List some aspects of the sales presentation that can make closing and confirming the
14-3 What guidelines should a salesperson follow for closing the sale?
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14-4 Why is it important to review the value proposition from the prospect’s point of view?
14-5 Define the term “incremental commitment.” Why is it important to achieve incremental
commitments throughout the sale?
14-6 Is there a best method to use in closing the sale? Explain.
14-7 What is meant by a trial close (the minor point close)? When should a salesperson attempt a
trial close?
14-8 Explain the summary-of-benefits close (step-by-step close).
14-9 What confirming steps should a salesperson follow when the customer says yes? What
should be done when the customer says no?
14-10
SUGGESTED ANSWERS FOR APPLICATION EXERCISES
14-10. This exercise is designed to give the students experience in recognizing verbal buying
14-11. The accountant should preplan several closes to use in securing this account, and could
preplan statements around each of the closing methods included in this chapter. They
14-12. This Internet exercise will give students an opportunity to study sales training materials
ROLE-PLAY EXERCISE
This role-play exercise gives students an opportunity to prepare a closing worksheet and
then apply this information during a meeting with the customer. Be sure students use the
information in Appendix 3 as they prepare the worksheet.
14-13. She needs to be alert to verbal and nonverbal closing clues. Verbal closing clues might
include questions about available dates for a planned function or questions about menu items.
14-14. A trial close might take the form of a question: “Would you like me to check on the
14-15. Some possible tough points might be a minimum fee for use of a certain facility; higher
prices during certain holiday dates; or the availability of certain seasonal menu items.
14-16. Yes, a multiple options close would not be uncommon in special event sales. It’s possible
14-17. The summary-of-benefits close might focus on several things that satisfy the personal
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Copyright © 2018 Pearson Education, Inc.
REGIONAL ACCOUNT MANAGEMENT CASE STUDY
All answers for the Regional Account Management Case Study are located in the
Instructor’s Manual for Appendix 2.