Deck 8: Closing the Sale and Follow-Up

Question 1

When using silence to close the sale,it is important to:

A)Count the seconds on your watch.
B)Only allow a few seconds for the customer to respond.
C)Give the customer the maximum leeway to respond.
D)All of the choices are correct.

Answer 1

C

Question 2

The model for relationship selling and sales management is:

A)Linear.
B)A step process.
C)Nonlinear.
D)Circumscribed.

Answer 2

C

Question 3

Closing the sale should take place:

A)At any point in the sales presentation.
B)Only after addressing objections.
C)When the full value proposition has been articulated.
D)When the sales person is finished.

Answer 3

A

Question 4

One of the most powerful closing tools putting the ball into the prospect's court is:

A)Silence.
B)The assumptive close.
C)The direct close.
D)The alternative choice close.

Question 5

Gretta is getting strong buying signals from the customer early into her sales presentation.Gretta should consider using a ___________ close.

A)Direct.
B)Alternative choice.
C)Minor point.
D)Assumptive.

Question 6

Georgia is a highly successful salesperson.She is skilled at finding the ___________ where both buyer and seller can win by developing a mutually beneficial business relationship.

A)Upper hand.
B)Performance gap
C)Common ground.
D)Silent close.

Question 7

The core of selling is:

A)Closing.
B)Negotiation.
C)Observing and responding to buying signals.
D)Prospecting.

Question 8

Which of the following statements is UNTRUE?

A)Salespeople must understand and be able to use different approaches to closing.
B)The closing process is rarely linear.
C)The closing process is always linear.
D)The closing is a natural progression of the relationship-selling process.

Question 9

When considering all the different closing methods,it is important to customize the technique depending on:

A)The buyer.
B)The situation.
C)The buyer and the situation.
D)None of the choices are correct.The technique should always be used in the same way.

Question 10

Carla pays close attention to customers' verbal and nonverbal cues that they are ready to make a commitment to purchase.Carla is good at observing:

A)Empathy.
B)Buying signals.
C)Silence.
D)Rejection.

Question 11

Win-win solutions come:

A)When the buyer is ready.
B)After the trial close.
C)At any point in the dialogue between buyer and seller.
D)After closely following the step-by-step empathy sales training process.

Question 12

Kim is a successful relationship salesperson.She

A)Effectively pressures customers at just the right point in the sales call.
B)Does not need to use manipulative closing approaches.
C)Minimizes follow-up in order to spend more time cultivating new relationships.
D)All of the choices are correct.

Question 13

When salespeople view closing the sale as a discrete event that takes place at the end of a sales call,it can lead to:

A)Anxiety.
B)Success.
C)Early sales.
D)Customer satisfaction.

Question 14

Closing the sale means obtaining a ________ from the prospect or customer.

A)Nonverbal signal.
B)Verbal signal.
C)Commitment.
D)Offer.

Question 15

At no place in the selling process is understanding the nature of the relationship selling model more relevant than in:

A)Closing.
B)Prequalifying.
C)Self-management.
D)Using information.

Question 16

"What color do you prefer?" is an example of a ______________ close.

A)Assumptive.
B)Alternative choice.
C)Minor point.
D)Direct.

Question 17

Julie takes the time to identify with and understand her buyer's situation,motives,and feelings.Julie has developed:

A)Rejection understanding.
B)Buying signal skill.
C)Tenacity.
D)Empathy.

Question 18

Debbie closely monitors the dialogue with her customers,watching for buying signals,and the right time to close the sale.Debbie is engaged in:

A)The buy-now close.
B)Active listening.
C)Performance gap assessment.
D)Empathy.

Question 19

"Our shipping department closes at 4 PM.I will call them and get the order out by the end of the day" is an example of a ______________ close.

A)Assumptive.
B)Alternative choice.
C)Minor point.
D)Direct.

Question 20

"Do you want to charge the purchase or will you be paying cash?" is an example of a _________________ close.

A)Assumptive.
B)Alternative choice.
C)Minor point.
D)Direct.

Question 21

Salespeople who believe in themselves and their product display:

A)Empathy.
B)A positive attitude.
C)Active listening.
D)Rejection control.

Question 22

Many salespeople fail to close sales because they ignore or are insensitive to:

A)Customer's feelings.
B)Service recovery adaptation.
C)Buying signals.
D)Silence.

Question 23

With a standing-room-only closing,the benefits of acting now must be:

A)Large.
B)Measurable.
C)Real.
D)Followed up to ensure they are not overpromised.

Question 24

Harold has learned from experience that he does not have to deliver his sales presentation to a buyer who:

A)Is his friend.
B)Has purchased from him before.
C)Is already sold.
D)All of the choices are correct.

Question 25

Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?

A)Harboring a bad attitude.
B)Uncertainty about what to do after the close.
C)Talking instead of listening.
D)Using a "one size fits all" approach to closing.

Question 26

In a balance sheet close,the salesperson creates two columns labeled:

A)Reasons for buying and remaining questions.
B)Reasons for buying and objections.
C)Remaining questions and objections.
D)Reasons for questioning and reasons for objecting.

Question 27

In a balance sheet closing the ______________ column is used to find out what is holding the prospect back from buying.

A)Reasons for buying.
B)Reasons for objections.
C)Remaining questions
D)All of the choices are correct.

Question 28

Robert tells the prospect that this is the only car in that model that the dealership will receive this month.Robert is using a _____________ closing.

A)Direct.
B)Summary-of benefits.
C)Balance sheet.
D)Buy-now.

Question 29

The "20-10-5 rule" can help you:

A)Select the right prospect.
B)Find your bliss.
C)Keep complaints under control.
D)Close the sale.

Question 30

"How soon can we get this?" is an example of ___________ buying signal.

A)Giving positive feedback.
B)Asking questions.
C)Seeking other opinions.
D)Providing purchase requirements.

Question 31

Bob listens and watches his customers.Which of the following is a nonverbal buying signal Bob should look for?

A)Giving positive feedback.
B)Relaxed,friendly,and open.
C)Seeking other opinions.
D)Providing purchase requirements.

Question 32

The customer's primary contact with a company is the:

A)Salesperson.
B)Customer service center.
C)Production assembly office.
D)Logistics manager.

Question 33

When a buyer becomes _____________ about his or her needs this indicates a buying signal.

A)Very specific.
B)Hypothetical.
C)Evasive.
D)Philosophical.

Question 34

At the end of her sales presentation,Robin restates the components of her value proposition,asking the customer if what she has said is correct.Robin is using a _______________ closing.

A)Direct.
B)Summary-of benefits.
C)Balance sheet.
D)Buy-now.

Question 35

Tracy bounces back quickly from rejection and sticks to her sales task even though at times it is difficult.Tracy displays:

A)Tenacity.
B)A positive attitude.
C)Active listening.
D)Rejection control.

Question 36

Which of the following is not a dimension of service quality?

A)Reliability.
B)Cost.
C)Assurance.
D)Responsiveness.

Question 37

"Let's show this to our technical staff" is an example of ___________ buying signal.

A)Giving positive feedback.
B)Asking questions.
C)Seeking other opinions.
D)Providing purchase requirements.

Question 38

"Our company can really benefit from your product" is an example of ___________ buying signal.

A)Giving positive feedback.
B)Asking questions.
C)Seeking other opinions.
D)Providing purchase requirements.

Question 39

"Since our warehouse is small,we will need to take half the order at one time: an example of ___________ buying signal.

A)Giving positive feedback.
B)Asking questions.
C)Seeking other opinions.
D)Providing purchase requirements.

Question 40

Sales executives often call the ____________ the single most important stage in the relationship-selling process.

A)Preapproach.
B)Prospecting.
C)Follow-up
D)Closing.

Question 41

Another name for a balance sheet close is a t-account close.

Question 42

In relationship selling,closing is a natural progression of the process.

Question 43

Rebecca is not a happy customer.What she received is significantly less than what she was promised.The salesperson has created a:

A)Minor point complaint.
B)Performance gap.
C)Service recovery signal.
D)Alternative-choice closing opportunity.

Question 44

Roberto is training his staff to improve service recovery.Roberto tells his staff to:

A)Listen carefully to what the customer has to say.
B)Argue only when necessary.
C)Make excuses rather than accept blame.
D)All of the choices are correct.

Question 45

A customer complaint is an invitation to

A)Cut your losses.
B)Generate new prospects.
C)Provide service to make them happy.
D)A lawsuit.

Question 46

_____ percent of dissatisfied customers don't complain.

A)96
B)63
C)30
D)15

Question 47

A particularly effective time to follow up with a customer is:

A)Before delivery.
B)Right after delivery.
C)When the bill is received.
D)When payment is received.

Question 48

There is always one right way to close a sale.

Question 49

Regina finds most of her good customers are quite satisfied with her company and its products,but many do not remain loyal.Regina may be losing customers because of:

A)Changes in competitors' offerings.
B)Changes in customers' requirements.
C)Changes in the marketing environment.
D)All of the choices are correct.

Question 50

CRM can be used by salespeople to:

A)Track post-sale problems.
B)Track salespeople's' performance.
C)Document customer satisfaction.
D)All of the choices are correct.

Question 51

Research has shown that satisfied customers:

A)Are not always loyal customers.
B)Provide the most referrals.
C)Smile when the salesperson enters the room.
D)All of the choices are correct.

Question 52

Salespeople should always complete their sales presentation before attempting to close.

Question 53

Closing techniques should be customized depending on the buyer and the situation.

Question 54

Closing the sale means satisfying the customer.

Question 55

The core of selling is negotiation.

Question 56

Excellence in call preparation yields confidence and professionalism.

Question 57

Sixty-three percent of silently dissatisfied customers won't buy from the company again.

Question 58

Performance gaps result in:

A)Tenacious sales people.
B)Silence.
C)Customer complaints.
D)Empathy training.

Question 59

The standing room only technique creates a sense of urgency.

Question 60

Customer complaints:

A)Should be encouraged.
B)Are the result of performance gaps.
C)Should not be avoided.
D)All of the choices are correct.

Question 61

What does it mean to have empathy for customers and prospects,and how can it affect selling?

Question 62

List the seven guidelines listed in the text for communicating with customers about problems after the sale.

Question 63

What are the most common sources of post-sale performance gaps?

Question 64

E-mail is a standard part of sales communication.What three etiquette guidelines should salespeople incorporate in their e-mail?

Question 65

What are the five dimensions of service quality?

Question 66

How is tenacity important to success in sales?

Question 67

Why should salespeople learn different approaches to closing?

Question 68

Rejection is part of the reality of sales.What five tactics can a salesperson use for dealing with rejection?

Question 69

Describe the 20-10-5 rule and how it can impact enthusiasm.

Question 70

Using an example,describe an alternative choice closing.

Question 71

What does a salesperson need to do to make the closing a natural part of the sales process?

Question 72

Describe Common closing mistakes salespeople make.

Question 73

Using an example,describe a balance sheet closing.

Question 74

Describe nonverbal buying signals salespeople can look for.

Question 75

Using an example,describe a buy-now closing.