Deck 6: Creating Product Solutions

Question 1

What should the salesperson focus on to differentiate ShipNow's product from other shipping services?

A)varying shipping speeds available to ShipNow customers
B)ShipNow's lower than average prices for equally fast shipping speeds
C)ShipNow's Internet tracking of packages through the company Website
D)auxiliary products that ShipNow sells,like boxes,envelopes,and packing tape
E)the added value the salesperson creates by making the shipping process easy for the customer

Answer 1

E

Question 2

Rob Fernández is a sales representative employed by Computer Resources,a computer supplier that develops customer solutions that combine computer hardware,software,installation,and training. When Rob brings together many parts of the company's product mix in order to develop a customized customer solution,this is referred to as:

A)developing a product configuration
B)establishing a strategic priority
C)qualifying product benefits
D)quantifying product features
E)creating a value statement

Answer 2

A

Question 3

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

Answer 3

D

Question 4

Which of the following statements is most likely true about products and product knowledge?

A)Knowledge of a company's history is essential to selling that company's product.
B)Product knowledge is not as important as selling technique for a professional salesperson.
C)Knowledge of one's product or service is not important in all areas of professional selling.
D)The extensive variety of available products in the market complicates the buying process.
E)Salespeople who learn and impart too much product knowledge hinder the buying process.

Question 5

When a salesperson figures out what the customer's problem is,works with the customer to create a vision of a solution,and then comes up with a plan to realize that vision,it is called:

A)solution selling
B)a product strategy
C)a customer strategy
D)partner selling
E)visualizing

Question 6

Most written proposals include all of the following components EXCEPT a(n):

A)overview
B)schedule
C)objective
D)hypothesis
E)rationale

Question 7

The other laundromat,E-Z Clean,offers free pick-up and delivery during a narrow time frame,which is most likely an example of:

A)a product based on a company's resources,not customers' needs
B)a product based on industry information,not company resources
C)a product developed after trial and error
D)a customer-facing sales staff
E)a customer loyalty program

Question 8

Which term refers to the process by which a salesperson uncovers and clarifies a customer's problem,works with the customer to create a vision of how things could be better,and then develops a plan for implementing the vision?

A)product development
B)quality control
C)field testing
D)solution selling
E)product configuration

Question 9

Sean,a ShipNow salesperson,has a meeting scheduled with Zippy Shoes,an online shoe retailer that ships hundreds of packages each day. Sean is in the process of developing a written proposal that will be included with his sales presentation. Which of the following should most likely be addressed in the"Objective"part of the proposal?

A)how using ShipNow will benefit Zippy Shoes
B)when ShipNow will create value for Zippy Shoes
C)how ShipNow will fulfill obligations to Zippy Shoes
D)which ShipNow features will be available to Zippy Shoes
E)where ShipNow will be able to ship products for Zippy Shoes

Question 10

Quotation management software enables firms to prepare written proposals that comply with federal RFP guidelines.

Question 11

The increase in the number of products being introduced to the marketplace makes it easier for customers to assess what to buy and from whom.

Question 12

A product strategy involves becoming a product expert and configuring value-added solutions.

Question 13

The sales director and consulting team discuss changing the entire sales model for the company by terminating the sales representatives and allowing customers to order on their own from the company website. What is the best argument against this plan?

A)The sales representatives rely on the income they receive from their jobs.
B)The products are complex and frequently require product configurations.
C)The company will need to alter its strategy to one based on e-commerce.
D)The products require quotation management systems for tax purposes.
E)A request for proposal is required for all government sales.

Question 14

The"invisible"customer who receives a salesperson's written proposal should most likely be considered a(n):

A)ideal customer
B)current customer
C)neutral party
D)competing salesperson
E)decision maker

Question 15

The ShipNow salesperson's job is most likely to:

A)convince the customer into shipping everything with ShipNow
B)provide a solution for the customer's complex shipping needs
C)explain the packaging features offered by ShipNow
D)describe the many services offered by ShipNow
E)build rapport with the customer

Question 16

A manufacturer tests,modifies,and retests an original idea several times before offering it to the consumer. This process is called:

A)data mining
B)product development
C)product application
D)manufacturing analysis
E)product configuration

Question 17

Given Clyde's observations about his customers,which of the following would be the best product configuration to increase business at Quick-Clean?

A)offering extended hours and free pick-up and delivery of laundry
B)training employees to fold clothes in a distinctive pattern
C)using bags labeled with the laundromat logo and address
D)using floral-scented laundry detergent on all orders
E)hiring workers with extensive laundry experience

Question 18

A solution is a mutually shared answer to a recognized customer problem.

Question 19

The training consultant finds that the sales representatives do not have a strong product strategy. Without a proper product strategy,sales representatives are most likely unable to:

A)choose the correct products to sell to the customer
B)develop a marketing campaign for a given product
C)sell a product whether the customer needs it or not
D)fulfill an order once it has been placed
E)contact customers quickly

Question 20

What service could Clyde most likely offer to eliminate stress for his customers that his competitor does not offer?

A)free fabric softener on any drop-off order
B)free pick-up and delivery Monday to Friday from 9 a.m. to 5 p.m.
C)free pick-up and delivery seven days a week from 6 a.m. to 11 p.m.
D)drop-off and pick-up of laundry only on weekends,when customers are not as stressed
E)keeping the laundromat open 24 hours a day

Question 21

To increase the sales representatives' product knowledge,the sales director arranges for each of them to rotate through the product development department for a month to understand the way the chemicals are developed. What is another department they should rotate through to gain more product knowledge that will help them configure the right mix of products for customers?

A)customer service,so that they can learn how the chemicals are implemented and used by the customer
B)logistics,so that they can understand how the products are delivered
C)billing,so that they understand the problems that arise when customers do not pay promptly
D)warehousing,so they can understand exactly how much room the chemicals take up in storage
E)human resources,so they can understand what characteristics a successful salesperson should have

Question 22

Quantifying a solution can be performed with a cost-benefit analysis or with a(n):

A)frequency analysis
B)regression analysis
C)feature-benefit presentation
D)pricing model
E)ROI calculation

Question 23

List the three steps to developing a product strategy.

Question 24

A collection of beliefs,behaviors and work patterns held in common by people employed by a specific firm is a(n):

A)organizational value
B)organizational culture
C)mission statement
D)strategic philosophy
E)corporate vision

Question 25

Which of the following is NOT an example of performance data?

A)a list of product service centers available to customers
B)the AHAM certification seal
C)a label on a storm window that indicates the product's"R"value
D)a window sticker on an automobile that lists the EPA gas mileage figures
E)research sheets on server downtime and data transfer rates

Question 26

Using the pronouns"you"and"your"in a sales letter:

A)assumes the customer will definitely buy
B)conveys an informal tone
C)keeps the focus on the customer
D)should be avoided if possible
E)follows standard business letter format

Question 27

Which term refers to measuring products and services against established standards?

A)data mining
B)quality control
C)solution selling
D)feature dumping
E)product configuration

Question 28

When customers ask,"What is the anticipated rate of return on this mutual fund?"they are requesting product information from the category of:

A)performance data
B)product design
C)manufacturing process
D)product application
E)quality improvement

Question 29

After analyzing information gathered from prospects who did not buy from the company,it becomes apparent that prospects felt that the sales representatives did not know about the full line of products they carried or understand their uses. The prospects most likely did not buy because they could not:

A)ensure that the company's billing process was ethical
B)understand what their business objectives were
C)pay the high prices the company was charging
D)store the chemicals once they were delivered
E)trust the sales reps to sell them the correct products

Question 30

The product selection process is often referred to as ________.

Question 31

Sean,a ShipNow salesperson,has a meeting scheduled with Zippy Shoes,an online shoe retailer that ships hundreds of packages each day. Sean expects that price will be a significant barrier to closing the sale with Zippy Shoes. What should Sean most likely do to prepare for price objections?

A)Base the Zippy Shoes deal on prices offered to smaller ShipNow customers.
B)Calculate the commission on the Zippy Shoes deal to ensure that it is fair and equitable.
C)Refer all pricing questions to the ShipNow accounting department to ensure an accurate ROI.
D)Conduct a cost-benefit analysis to determine the savings Zippy Shoes should expect by using ShipNow.
E)Ask a supervisor for the authorization to set a range of shipping prices for Zippy Shoes that are based on industry standards.

Question 32

Decision-making authority in the area of pricing gives the salesperson more responsibility but less power because firms profit from all sales.

Question 33

Salespeople who can develop a sales proposal that contains specific information about the return on investment are more likely to get a favorable response from key decision makers.

Question 34

ShipNow requires every new store salesperson to ride along on deliveries with drivers for two weeks before beginning the sales course necessary to be able to have contact with customers. What is the most likely purpose of the ridealongs?

A)to enable the salesperson to empathize with drivers
B)to assign a mentor to provide support to the salesperson
C)to help the driver with deliveries during the rushed holiday season
D)to give the salesperson in-depth knowledge of the delivery process
E)to provide a trial period to determine if the salesperson will be a good employee

Question 35

The product selection process is often referred to as product configuration.

Question 36

The Whirlpool company most likely created a house filled with company products so that salespeople could:

A)conduct tests with competing products
B)see the full life cycle of the appliances
C)become familiar with the products
D)bring customers to see the products in use
E)explore price configuration options

Question 37

Leading companies are aggressively automating their quotation management process.

Question 38

Which of the following is most likely true of sales letters?

A)Sales letters should use the same format as an e-mail.
B)Sales letters should minimize the use of white space.
C)Most sales letters include not more than two paragraphs.
D)Because a sales letter is an introduction,formal language is unnecessary.
E)The use of the personal pronoun"I"should be minimized as much as possible.

Question 39

Customized service agreements add value to a sale by:

A)allowing salespeople to charge more money for features that are usually free
B)requiring salespeople to spend more time with customers
C)convincing customers to spend more money on longer terms
D)incorporating the customer's special priorities,feelings,and needs
E)requiring that customers trust salespeople to keep their verbal promises

Question 40

Discuss the advantages of having in-depth knowledge of your product.

Question 41

The speed rating assigned to a motorcycle tire is an example of product:

A)qualities
B)applications
C)features
D)benefits
E)design

Question 42

Which of the following statements regarding general and specific benefits is most likely true?

A)Benefit statements linked to explicit needs are not especially effective for complex sales.
B)A feature statement is general,but any benefit is specific when presented as an advantage.
C)A general benefit is a product feature for which the buyer has not expressed a need.
D)Experienced salespeople focus on bringing attention to a product's general benefits.
E)Highlighting as many general benefits as possible during a presentation tends to lead to a sale.

Question 43

The training consultant feels that the sales representatives need to understand the entire market to put their customers' needs and buying motives in context. To understand the entire industry,the training consultant recommends that the sales representatives learn more about:

A)customers' business plans
B)competitor companies' products and pricing
C)management's five-year plan
D)the history of the lumber industry
E)the close rates of other sales reps in the company

Question 44

Throughout the sales presentation,it is usually best to:

A)describe the weakness of competing products
B)discuss competing products even if you are unfamiliar with them
C)avoid shifting attention away from your product to competing products
D)refuse to answer any questions about competing products
E)be proactive about discussing competing products

Question 45

Product knowledge has been ranked the number one characteristic of salespeople who are able to build trust.

Question 46

Salespeople who love their products,and possess vast product knowledge,sometimes overload their customers with product data that is neither wanted nor needed. Which term best describes this?

A)product integration
B)win-win selling
C)customer overload
D)feature dump
E)solution selling

Question 47

When developing a product strategy,the salesperson must:

A)review information on consumer motivation
B)adopt the marketing concept
C)adopt the sure-win philosophy
D)consider price above other aspects of the product
E)use feature-benefit analysis

Question 48

Successful sales presentations convert product features into:

A)closed sales
B)buyer benefits
C)product applications
D)selling appeals
E)research statistics

Question 49

Which of the following is a buyer benefit that could be used by a person selling automobile tires?

A)steel belted
B)service in all 50 states
C)30,000-mile rating
D)manufactured in the U.S.A.
E)greater driving safety

Question 50

Paula Hillison sells a line of copy machines that feature a"quick change"toner cartridge. The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds. Which of the following statements represents the most effective presentation of this feature?

A)"We have recently developed the only office copy machine that features a quick change toner cartridge."
B)"After years of research and development,our engineers have developed a quick change toner cartridge."
C)"If you purchase one of our copy machines,you will enjoy the benefits of a quick change toner cartridge."
D)"All of our copy machines are equipped with a quick change toner cartridge,which means you no longer waste time replacing an empty toner cartridge."
E)"We have set a new industry standard with the quick change toner cartridge."

Question 51

The sales director discovers that salespeople have been discussing competitors in an effort to introduce doubt about competing products to prospects. Why has this backfired?

A)Discussing competitors makes the prospects wonder why the salespeople are so interested,and the prospects do research on the competitors.
B)Prospects assume that the salespeople must be representing the competing companies,so they send their orders in to the incorrect companies.
C)The insecurity that leads the salespeople to discuss their competitors with prospects also prevents the salespeople from asking for the sale.
D)Prospects cannot understand the nuances of the competing features of the products until they have used both products.
E)Salespeople are inadvertently discussing the benefits of competing products instead of the ways in which they fall short of their own products.

Question 52

The customer who asks,"How many miles per gallon does the Honda CRV get?"is requesting a type of product knowledge known as ________.

Question 53

Prospects are likely to use past performance of a company to evaluate the quality of the current product offering.

Question 54

Which of the following statements regarding product benefits is most likely true?

A)People do not buy benefits,they buy features.
B)A benefit provides the customer with a personal advantage.
C)Prospects usually display equal interest in features and benefits.
D)Product features and benefits are the same but presented differently to consumers.
E)Salespeople should avoid describing features and focus exclusively on product benefits.

Question 55

________ refers to the distinct norms,beliefs,behaviors,and work patterns of a company.

Question 56

Before teaming up with another company,the strategic alliance buyer should learn about the firm the salesperson represents.

Question 57

In a sales presentation,your knowledge of the product's features and your company's strengths must be presented in terms of the resulting ________ to the buyer.

Question 58

Which of the following should Clyde most likely emphasize when developing marketing materials for Quick-Clean?

A)environmental impact of Quick-Clean and E-Z Clean washing machines
B)negative aspects of E-Z Clean services in comparison to Quick-Clean
C)benefits to customers of using Quick-Clean
D)statistical data about Quick-Clean sales
E)features offered by Quick-Clean

Question 59

One way to neutralize a competitor's proposal is by adding ________ to your own proposal.

Question 60

In terms of product knowledge,salespeople:

A)can know too much about the products they sell
B)are often better off appearing to be"in the dark"at times
C)should provide prospects with limited product information
D)cannot,generally,know too much about the products they sell
E)should assume the stance of novice users to develop customer empathy

Question 61

A problem a salesperson could run into with regard to knowing the product extensively is:

A)relying on written proposals
B)conducting a thorough presentation
C)knowing more than other salespeople
D)exhibiting a bad attitude at sales meetings
E)misjudging the customer's product knowledge

Question 62

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

Question 63

Plant tours do not represent a good source of product information.

Question 64

Many companies believe that salespeople should visit the manufacturing plant and see the production process firsthand.

Question 65

The primary benefit of providing online product information to salespeople is that the information:

A)allows software integration
B)builds customer relationships
C)highlights product benefits
D)can be accessed at any time
E)can be redesigned easily

Question 66

In the field of personal selling,customers represent an important source of product information.

Question 67

One of the best ways to present benefits is to use a bridge statement.

Question 68

A benefit is whatever provides the customer with personal advantage or gain.

Question 69

Customers can be a source of product and company information for salespeople because:

A)customers do not trust the information salespeople give them
B)customers often do research on all options before buying
C)customers will trade information for discounts on products
D)salespeople do not have access to research that customers can find on the internet
E)salespeople tend to be less biased than are customers

Question 70

Which of the following statements about sources of product knowledge is most likely true?

A)Company product literature is of less value to salespeople than it is to customers.
B)The best source of information on the product is the director of sales.
C)Plant tours would be of little value to people in retail and service selling.
D)A salesperson cannot really understand the product until spending time on the manufacturing line producing it.
E)Examining and using the product can give a salesperson in-depth knowledge of its features.

Question 71

List the seven sources of product information available to salespeople.

Question 72

A salesperson should mention a competing product as soon as possible during the sales presentation to overcome objections.

Question 73

Which of the following is an example of a bridge statement?

A)"You will get good gas mileage when you buy this car."
B)"These are the finest fund-raising donuts you can buy."
C)"This hotel has 24-hour room service and free parking."
D)"Buy one,get one at half price."
E)"We have trained technicians,so you will experience less downtime."

Question 74

Clyde realizes that to improve sales he needs to fully understand the services and value offered by E-Z Clean and other laundromats in the area. Which of the following would be the LEAST useful resource for Clyde?

A)competitors' websites
B)competitors' press releases
C)appliance brands used by the competition
D)marketing materials used by the competition
E)pricing and service structures of the competition

Question 75

Give the definitions of a feature and a benefit.

Question 76

Which of the following is a product benefit rather than a feature?

A)five contour blades
B)cuts printing time in half
C)reaches speeds of 42 miles per hour
D)rust-resistant
E)monthly billing available

Question 77

A(n)________ is a transitional phrase that connects a statement of features with a statement of benefits.

Question 78

One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.