Deck 12: Closing Begins the Relationship

Question 1

Sales should never be closed immediately following the approach.

Answer 1

False

Question 2

The salesperson should not slow down a presentation even if the prospect is a slow thinker.

Answer 2

False

Question 3

According to the text, the close should be considered a separate and distinct component of the sales call.

Answer 3

False

Question 4

If everything has been done to properly develop a sales presentation, closing the sale is the next step in a logical sequence.

Question 5

More than two attempts at closing can appear pushy and should be avoided by salespeople.

Question 6

A prospect that becomes increasingly anxious during a sales presentation is sending a buying signal.

Question 7

Closing is the process of helping people make a decision that will benefit them.

Question 8

The needs of the prospect have to be confirmed during the approach itself.

Question 9

Buying signals are clues that the prospect is in either the desire or interest stage of the mental buying process.

Question 10

According to the Core Principles of Professional Sales, a salesperson should not close the sale if the product is not suitable for the customer.

Question 11

The text says closing the sale should be the hardest part of the presentation.

Question 12

A salesperson should not attempt to close a sale at the early stages of the presentation even if it appears that the prospect is ready to buy.

Question 13

To be successful, salespeople need to remember their ABCs. In this case, ABC is an acronym for "Adapt Benefits to Customer."

Question 14

An important characteristic of good closers is that they have "the gift of gab."

Question 15

A buying signal is defined as anything the prospect says or does to indicate readiness to buy.

Question 16

A software salesperson explains the features of a new product. After listening to the salesperson, the prospect asks, "How much is it?" This question is clearly an objection.

Question 17

Often the close of the sale comes after the sales presentation.

Question 18

Successful salespeople ask the closing question and then briefly summarize the product's benefits.

Question 19

"Get the order and get out." This is a good principle for salespeople to follow.

Question 20

If the salesperson finds his prospect is in a bad or hostile mood, he should not attempt to close.

Question 21

"Will you need one box of nails or two to go with those roofing shingles?" is an example of an alternative-choice close.

Question 22

A T-account close is suitable if the buyer has a predetermined belief that the competitor's product is needed.

Question 23

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.

Question 24

Research shows that the summary of benefits close is the most powerful way to close a sales call.

Question 25

The question close focuses on having the buyer make a key decision.

Question 26

Using too many closed-end questions can result in an unsuccessful sales call.

Question 27

With the assumptive close, the salesperson assumes the prospect will buy and act accordingly.

Question 28

Before making a close, the salesperson should put away all visual aids since they will distract the prospect.

Question 29

The direct close is suitable for situation when a salesperson does NOT feel confident that the customer will surely say yes to her offerings.

Question 30

Every sale is a negotiation, and most sales negotiations focus on cost and quality.

Question 31

The minor-points close is similar to the balance-sheet close.

Question 32

The direct close describes an explicit manner of closing.

Question 33

The statement, "I'll place that order for six pallets of potting soil right now," is an example of an unethical close.

Question 34

In most cases, the technology close confuses and bores prospects.

Question 35

When after all of your best efforts you are still unable to close the sale, act professionally and do not take the refusal personally.

Question 36

The T-account close is also called the Benjamin Franklin close.

Question 37

Assumptive close is not generally used for customers who do not have a good relationship with the salesperson.

Question 38

The summary of benefits close is extremely useful if it targets a specific prospect's personality.

Question 39

Some prospects view the continuous-yes close as an insult to their intelligence.

Question 40

The alternative choice close gives the prospect a chance of buying or not buying.

Question 41

To become a truly professional salesperson, you must be able to close under fire, which means to:

A) ignore the prospect's order objections.
B) shift the burden of proof to the prospect.
C) deal with interruptions and continue a presentation.
D) ask for an order even when the prospect is in a bad mood.
E) ask for a larger than normal order even when unnecessary.

Question 42

While working with a customer at your weekend job in a furniture store, you notice the customer is closely examining a set of patio furniture. From your study of professional selling, you know that the customer is:

A) prospecting.
B) trying to be left alone.
C) sending a buying signal.
D) attempting to make a trial close.
E) showing objections to the product.

Question 43

A(n) ________ refers to anything prospects say or do indicating they are ready to buy.

A) opening moment
B) buying signal
C) sale inducer
D) closer
E) trigger point

Question 44

According to the text, ________ should be the easiest part of the presentation.

A) prospecting
B) the approach
C) demonstrating the product
D) handling objections
E) closing the sale

Question 45

When should a salesperson attempt to close the sale?

A) When the prospect is at the desire stage of the mental buying process.
B) When the prospect is ready.
C) When the salesperson is ready.
D) After every trial close.
E) After the sales presentation.

Question 46

You are selling skiwear to the manager of a large ski resort. The manager has agreed to order ten down-filled jackets. After finalizing the sale, you should:

A) spend some more time with the client to build a trusting relationship.
B) explain the terms and conditions of the sale again.
C) use a trial close to try to get additional sales.
D) collect the order and leave.
E) invite the client to lunch.

Question 47

Which of the following statements about buying signals is TRUE?

A) Buying signals hint the prospect is in the interest stage of the buying process.
B) Buying signals are always nonverbal.
C) Buying signals indicate the prospect is ready to voice objections.
D) A buying signal occurs when a prospect carefully scrutinizes the salesperson's product.
E) A buying signal is always communicated orally.

Question 48

A salesperson should try to close a sale at least ________ time(s).

A) one
B) two
C) three
D) five
E) seven

Question 49

After the pharmaceutical salesperson asks for the order, the very next thing he should do is to:

A) describe the options from which the buyer may choose.
B) place his order pad on the counter and open it to a new page.
C) remain silent and wait for the prospect to respond.
D) offer the prospect an extra inducement to buy now.
E) confirm the size of his commission.

Question 50

As a general rule, you, as a salesperson, after receiving an order should leave the customer's office as soon as possible to avoid talking yourself out of the order. According to the text, it is not necessary for you to follow this rule if:

A) you explain how to use the product correctly for safety reasons.
B) you are asking the customer for the names of other prospects.
C) you explain how to use the product correctly to make certain the buyer gets full benefit from the purchase.
D) the prospect buys before you expected.
E) the product is technologically complex.

Question 51

Robert McIntosh, a realtor, is showing a new apartment to a couple. The husband asks Robert "What kind of terms do you offer?" Robert should most likely respond by:

A) using a direct close to make the sale immediately.
B) entering the negotiation phase of the transaction.
C) using a standing-room-only close.
D) asking what terms the prospect wants.
E) summarizing the benefits of the apartment.

Question 52

If your experience as a salesperson is typical, your close will most often take place:

A) directly after the presentation.
B) directly after the follow-up.
C) soon before the preapproach.
D) soon after the preapproach.
E) soon after buying signals have been eliminated.

Question 53

Which of the following is true about a trial close?

A) A thwarted trial close means a sale will not occur.
B) Use a trial close during but not after a presentation.
C) Attempt a trial close after overcoming each objection.
D) A trial close is unnecessary when strong buying signals are given.
E) A trial close asks for a smaller quantity order compared to the real close.

Question 54

Which of the following is NOT true about closing a sale?

A) Be sure that your prospect understands what you say.
B) Tailor your close to each prospect.
C) Avoid multiple closes as it can offend the customer.
D) Learn to recognize the buying signals for making effective closes.
E) Consider the customer's point of view in everything you do and say.

Question 55

In most cases, a prospect is ready to buy in the ________ stage of the mental buying process.

A) attention
B) interest
C) desire
D) conviction
E) action

Question 56

You are the salesperson of a large soft drink manufacturer. You are calling on a purchasing agent to inform him about a new promotional offer and to ask for an order of 100 cases. When you enter the customer's place you realize that the customer is in a bad mood. How do you respond to this situation?

A) Tell the agent about the offer but do not ask for the order.
B) Ask for a rescheduled appointment and call on him later.
C) Attempt to close once but not again if the prospect refuses.
D) Calmly get out of the scene to avoid conflicts.
E) Present the offer and ask for the order as usual.

Question 57

Which of the following is NOT an example of a buying signal?

A) Prospect starts filling out the order form.
B) Prospect asks if the grout comes in other colors.
C) Prospect asks someone for an opinion about the product.
D) Prospect crosses arms across body and acts defensive.
E) Prospect looks closely over the merchandise.

Question 58

Which of the following actions is NOT an example of a buying signal?

A) The prospect asks the salesperson, "What are your service policies?"
B) The prospect asks the salesperson, "Do you carry this style in other colors?"
C) The prospect asks the salesperson, "Do you have Model 125CV in stock?"
D) The prospect asks his wife, "What do you think about the price?"
E) The prospect asks the salesperson, "Can you call next week?"

Question 59

Assume that a salesperson asks a prospect to buy, and surprisingly, the prospect agrees. What should the salesperson do now?

A) Discuss additional benefits
B) Be totally silent and remain still
C) Leave the office as soon as possible
D) Ask the customer for additional orders
E) Use a trial close to seek additional sales

Question 60

________ is the process of helping people make a decision that will benefit them.

A) Empowering
B) Empathizing
C) Negotiating
D) Trial close
E) Closing

Question 61

To close more sales, it is essential that the professional salesperson does all of the following EXCEPT:

A) ask for the order and remain quiet.
B) limit order requests to twice per call.
C) consider the customer's point of view.
D) tailor a close to each prospect and sales call.
E) leave the customer's place soon after taking the order.

Question 62

Even though the prospect had not yet agreed to buy, the salesperson said, "I'll make sure the dishwasher is delivered to your house on Saturday." This statement is an example of the ________ close.

A) compliment
B) alternative-choice
C) minor-points
D) assumptive
E) standing-room-only

Question 63

Which of the following statements about the alternative-choice close is true?

A) The alternative-choice close does not give the customer the opportunity to have a preference.
B) The alternative-choice close provides a choice between something and nothing.
C) The alternative-choice close assumes that the customer does not have a desire to buy.
D) The alternative-choice close assumes that the customer will only buy if tricked into believing a need exists for the product.
E) The alternative-choice close does not give the prospect a choice of buying or not buying.

Question 64

The sales person saying, "I'll call your order in this afternoon," even before the prospect agrees to buy is an example of the ________ close.

A) suggestive
B) alternative-choice
C) minor-points
D) assumptive
E) standing-room-only

Question 65

A salesperson, after addressing all the objections, asks confidently "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?" This statement is an example of the ________ close.

A) compliment
B) alternative-choice
C) minor-points
D) Direct
E) standing-room-only

Question 66

"You would require 500 cases this month. I will send them on Friday." This is an example of ________ closing technique.

A) assumptive
B) alternative-choice
C) minor-points
D) commanding
E) standing-room-only

Question 67

"Which do you like best-the flexible goggles or the rubber frame goggles?" This is an example of a(n) ________ close?

A) Assumptive
B) Standing-room-only
C) Alternative-choice
D) Technology
E) Continuous-agreement

Question 68

In this type of close, the salesperson behaves as if the prospect wants to buy the product.

A) Compliment
B) Assumptive
C) Summary-of-benefits
D) Technology
E) Minor-points

Question 69

Which statement from the salesperson best represents the Direct close?

A) "You would require 500 cases this month. I will send them on Friday."
B) "Do you want me to have the router delivered on Friday or Monday?"
C) "You are going to buy, so let's settle the details on what you will purchase."
D) "The next step in the process would be sign the agreement and begin the implementation process. Shall we move forward at this time?"
E) "Since the cost of this line of plastic utensils will increase next week, can I place your order for the product today?"

Question 70

Which statement is correct regarding, the Question close

A) Salespeople use question close by highlighting the main features, advantages, and benefits of interest for the prospect.
B) With the question close, the salesperson assumes the prospect will buy.
C) The question close is especially effective when you talk with a prospect who is a self-styled expert.
D) While the situations may vary, the question close focuses on having the buyer make a key decision.
E) The question close describes an explicit manner of closing.

Question 71

Which statement is correct regarding, the Direct close?

A) Salespeople use direct close by highlighting the main features, advantages, and benefits of interest for the prospect.
B) With the direct close, the salesperson assumes the prospect will buy.
C) The direct close is especially effective when you talk with a prospect who is a self-styled expert.
D) The direct close describes an explicit manner of closing.
E) The direct close uses questions to generate a decision point.

Question 72

During the sales presentation for the CNC heavy-duty router, the salesperson asks, "Do you prefer the 4-foot-by-4-foot or the 4-foot-by-8-foot table size router?" The prospect responds, "Before I make my decision, tell me more about the motor that's on this router." Later during the presentation, the salesperson says, "Do you want me to have the router delivered on Friday or Monday?" When the prospect says, "Monday," the salesperson knows he has closed the sale. Which method of closing does the salesperson try the first time?

A) Assumptive
B) Standing-room-only
C) Alternative-choice
D) Technology
E) Continuous-agreement

Question 73

Which type of close is effective with a prospect who is a self-styled expert or who has a big ego?

A) Compliment
B) Assumptive
C) Summary-of-benefits
D) Alternative-choice
E) Minor-points

Question 74

"Would you prefer the freezer be on the top or bottom of the refrigerator?" This is an example of a(n) ________ close.

A) summary-of-benefits
B) alternative-choice
C) iceberg
D) assumptive
E) standing-room-only

Question 75

Which of the following rules is listed as one of the text's twelve keys to successful closing?

A) Summarize benefits as related to the buyer's needs.
B) Assume all purchases are new task buying situations.
C) Once the order is made, start relationship building.
D) Don't be overly optimistic prior to a sales presentation.
E) Don't modify a presentation to a prospect's personality.

Question 76

An assumptive close is most effective with:

A) long-term customers.
B) industrial products.
C) consumer goods.
D) service providers.
E) new prospects.

Question 77

The complimentary close is LEAST effective when the prospect is:

A) a self-styled expert.
B) indecisive.
C) greedy.
D) egotistical.
E) hostile.

Question 78

Which of the following rules is NOT included on the text's list of twelve keys to successful closing?

A) Summarize benefits as related to the buyer's needs.
B) Ask for the order and then be quiet.
C) Try a close immediately after summarizing the benefits.
D) Think that you're going to be successful.
E) Focus primarily on direct objections.

Question 79

With an alternative-choice close, the salesperson:

A) gives the prospect a compliment.
B) asks the prospect about the details of an order.
C) asks the prospect a series of benefit questions.
D) gives the prospect the choice of buying or not buying.
E) assumes the prospect will buy more products in the future.

Question 80

A salesperson, navigating throughout the organization, poses a question to a purchase manager "In terms of next steps, what needs to happen next in the decision-making process?" This statement is an example of the ________ close.

A) compliment
B) alternative-choice
C) minor-points
D) Question
E) standing-room-only