Deck 5: Customer Interaction Management

Question 1

According to one study of successful and less successful salespeople, successful people typically open the selling process by asking questions.

Answer 1

True

Question 2

Direct marketing organizations such as Mary Kay Cosmetics and Cutco usually train their salespeople to use a standardized type of sales presentation.

Answer 2

True

Question 3

Telephoning for an appointment is an example of pre-call planning.

Answer 3

False

Question 4

The standardized type of sales presentation can be especially useful for new salespeople.

Question 5

Salespeople should anticipate possible customer concerns that may arise during a sales call and prepare strategies to address them.

Question 6

An example of a problem-solution type of selling process is when clients pay EDS to perform an extended study of their information needs before recommending an information system.

Question 7

Direct marketing organizations such as Mary Kay Cosmetics and Avon Products will usually train their salespeople to use a need-satisfaction type of sales presentation.

Question 8

Relating skills refer to both gaining an audience with the buyer and establishing rapport.

Question 9

According to the findings of a study comparing successful with less successful salespeople, successful people will open the selling process by focusing on product benefits.

Question 10

Salespeople are well advised to keep e-mail messages brief.

Question 11

"What is the size of the customer's business?" is a question that should be answered in the transactional stage of the selling process.

Question 12

The problem-solution model of selling is based on the notion that onoly certain customers will and should buy your product or service.

Question 13

Precall planning should be used to help collect your thoughts and organize your sales strategy prior to meeting the buyer face to face.

Question 14

It is true that the first few minutes of your sales call are often the most important.

Question 15

An example of a need-satisfaction type of selling process is when EDS studies a client's business operation for six months before recommending an information system solution.

Question 16

Compared to less successful salespeople, very successful salespeople are more likely to use referrals from present customers to identify prospects.

Question 17

Overcoming buying concerns is the first step in the personal selling process.

Question 18

The most difficult sales approach occurs when the sales call is the first meeting with the prospect and there has been no prior attempt to communicate with the buyer.

Question 19

Demonstrating competence at your job is one method of reducing relationship anxiety with a buyer.

Question 20

"Benefitizing" in a sales presentation refers to the practice of translating features of a product into benefits believed to be of value to the customer.

Question 21

The salesperson should learn to follow up on everything that she/he requests others in the company do for the customer.

Question 22

The primary objective of a sales presentation is to convince the customer of the superiority of your product compared to your competitor's product.

Question 23

If during a sales presentation for industrial canning equipment you ask the prospective buyer, "Do you prefer the added labeling equipment or the automated lid cleaners?" and she replies, "The labels." You would then most likely move directly to the final close.

Question 24

When a sales force gives the same basic sales presentation to every prospect, this is probably an example of a ___________ selling model.

A) needs-discovery
B) needs-satisfaction
C) standardized
D) stimulous-response
E) problem-solution

Question 25

The best advice about when to close is to close early and decisively.

Question 26

Which of the following skills are used in the interaction phase of the selling process?

A) needs discovery
B) dealing with dissatisfaction
C) advocating a solution
D) a and c only
E) all of the above

Question 27

Successful salespeople expect to close a sales call only once.

Question 28

Many salespeople are reluctant to close - the major reason being fear of rejection.

Question 29

Research indicates that customers generally express at least 50% more buying concerns in successful sales calls, than in failed calls.

Question 30

The first step when handling buyer concerns is to list options and solutions.

Question 31

Voicing product concerns often indicates that a potential customer does not have sufficient information from which to make a purchasing decision.

Question 32

Which of the following skills are used in the post-interaction phase of the selling process?

A) relating to the client
B) dealing with dissatisfaction
C) advocating a solution
D) needs discovery
E) all of the above

Question 33

It is usually necessary to establish rapport prior to engaging in customer needs analysis.

Question 34

As a rule, customers do not buy products or services, they buy a set of benefits that address their problems.

Question 35

When engaging in an enterprise type customer relationship, it is typical for 80% or more of the selling time to focus on needs discovery.

Question 36

Most buyers volunteer to buy without the salesperson needing to explicitly ask for the order.

Question 37

"Recognition by one's boss" is an example of a personal motive for making a purchase decision.

Question 38

Research has shown that there is no relationship between the number of needs a salesperson uncovers and selling success.

Question 39

The quality of service following a sale is rated by CEOs as one of the most important contributors to a firm's profit and growth

Question 40

"Recognition by one's boss" is an example of a task motive for making a purchase decision.

Question 41

Most door-to-door direct marketing firms use which sales presentation process?

A) standardized presentation
B) problem solution
C) needs satisfaction
D) affective response
E) both a and d above

Question 42

In the selling process, which of the following activities would occur first (before all the others):

A) answering objections.
B) determining customer needs.
C) delivering a sales presentation.
D) closing the sale.

Question 43

The question "Who is your current waste disposal contractor?" is an example of a question.

A) feeling-finding
B) permission
C) open-ended
D) fact-finding
E) checking

Question 44

Written sales proposals should discuss which of the following?

A) reasons for changing something
B) the incentives for changing
C) confirm the confidence to invest in a solution
D) lay out the solution
E) all of the above

Question 45

"Who is your current supplier of gaskets?" is an example of a:

A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) reaction question.

Question 46

Establishing rapport with the buyers is most directly related to:

A) the sales person's closing technique.
B) the salesperson's introductory comments to the buyer.
C) the salesperson's follow-up servicing.
D) the salesperson's attention to detail.
E) the salesperson's ability to address important buyer concerns.

Question 47

Presenting what you perceive to be a solution for a customer's problem before the customer is ready to make a purchase decision, is most likely to jeopardize the sale in which of the following types of relationships

A) transactional
B) consultative
C) enterprise
D) only b and c above
E) a, b, and c above

Question 48

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?

A) standardized selling model.
B) stimulus-response selling model.
C) need-satisfaction selling model.
D) problem-solution selling model.
E) both c and d above.

Question 49

"How do you feel about the delivery performance of your current supplier?" is an example of a:

A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) reaction question.

Question 50

Written sales proposals have all of the following advantages over oral sales proposals except:

A) they often help buyer-seller communications.
B) they may be read and evaluated over time.
C) they are less expensive and quicker to prepare.
D) they lessen the chance of misunderstandings.
E) all of the above are advantages of written sales proposals.

Question 51

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:

A) hand a business card to the prospect.
B) open with chit-chat.
C) introduce him or herself.
D) both a and c of the above.
E) all of the above

Question 52

Before meeting with a prospect, which of the following may be an important source of information:

A) the prospect's business facilities.
B) other salespeople.
C) current customers.
D) the internet
E) all of the above

Question 53

Common task motives for buying include:

A) better quality.
B) less output.
C) greater costs.
D) less profit.
E) more effort.

Question 54

All the following are examples of appropriate client actions that salespeople may wish to accomplish when making a sales call, except:

A) agree to meet again for lunch.
B) arrange a future meeting with a previously uncontacted key buying influence.
C) get a purchase order number.
D) agree to supply information on historical inventory levels.
E) all of the above are good examples of such actions

Question 55

Written sales proposals have the following advantage:

A) less chance of misunderstanding because both parties do not have to rely on memory.
B) improve communication to buying or executive committees.
C) durability that allows multiple readings and evaluations.
D) both a and b above.
E) all of the above.

Question 56

Which of the following is not necessarily a good means for reducing relationship anxiety early in the sales call:

A) not smoking in front of the buyer.
B) demonstrating confidence.
C) talking about sports.
D) revealing the purpose of the sales call and its benefits.
E) none of the above.

Question 57

The main objective of a salesperson's formal presentation is:

A) to explain how the salesperson's product meets the special needs of the customer.
B) establishing rapport with the customer.
C) to minimize all other competitive products on the market.
D) to handle concerns effectively.
E) none of the above.

Question 58

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a discovery question.

A) close-ended
B) permission
C) problem
D) checking
E) open-ended

Question 59

Most encyclopedia companies have their sales representatives use a prepared flip chart notebook and examples of their books during a sales presentation. Which type of selling method is this?

A) needs satisfaction
B) problem solution
C) standardized presentation
D) both a and c above
E) none of the above

Question 60

"May I ask you a few questions about your current manufacturing processes?" is an example of a:

A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) could be considered any of the above.

Question 61

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

A) clarify the real issue
B) problem solve
C) determine if the concern is real
D) present alternative solutions
E) none of the above

Question 62

Which of the following statement(s) is(are) true about follow-up activities?

A) The salesperson must follow up on everything that he or she requests others to do for the customer.
B) Written requests are sufficient to ensure that the requests are handled properly.
C) Even when a sales call is unsuccessful, a salesperson should write down what he or she has learned.
D) both a and c of the above.
E) none of the above.

Question 63

Buyer concerns should be viewed as:

A) an opportunity.
B) a hurdle.
C) a dumb comment by the buyer.
D) a definite "no".
E) none of the above.

Question 64

"Would you prefer to buy the standard or premium model?" is an example of which closing technique:

A) alternative choice.
B) summary close.
C) assertive close.
D) assumptive close.
E) none of the above.

Question 65

The Wilson Learning Corporation's method for handling objections involves which of the following steps?

A) clarifying the real issue with questions
B) asking for action to determine the buyer's commitment
C) listening to the buyer's feelings
D) both a and c of the above
E) all of the above

Question 66

What is the major reason salespeople are so hesitant to close a sale?

A) loss of friendship
B) fear of success
C) fear of rejection
D) too much follow-up work
E) fear of upsetting the buyer

Question 67

the post-interaction phase of the selling process includes:

A) reducing post-purchase anxiety.
B) making sure the order is delivered on time and the customer is satisfied.
C) cross-selling and up-selling.
D) both a and b above.
E) all the above.

Question 68

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

A) share the concern with the buyer
B) clarify the real issue
C) problem solve
D) present alternative solutions
E) none of the above