Deck 8: Making the Sales Call

Question 1

Being on time, securing a buyer's interest, and building rapport suggests the salesperson has impression management skills.

Answer 1

True

Question 2

John introduces himself and quickly mentions the name of a friend of the prospect. John is using the referral opening.

Answer 2

True

Question 3

When using the compliment opening, avoid being sincere so that you do not embarrass your buyer.

Answer 3

False

Question 4

If Allen makes a poor first impression when he meets a new buyer, he may never overcome the damage that impression causes.

Question 5

When Mike tells Ruth she can save at least $25 per month by changing her long distance service to BellSouth, he is using the benefit opening.

Question 6

If at all possible, the salesperson should avoid using open questions since they do not stimulate the client to provide much information.

Question 7

An advantage of the product opening is that it appeals to the prospect visually as well as verbally.

Question 8

Beau's goal should be to establish rapport with each of his customers.

Question 9

When sales reps make a presentation, he or she should discuss product information at the outset and use their prospect's reactions to determine what to discuss next.

Question 10

Salespeople are usually more effective if they have something in common with the clients they call on.

Question 11

When making a sales call, because each customer will be different, the salesperson should make the customer adapt to their sales style.

Question 12

A salesperson's first few words allow the customer to vary the tone of the entire sales call.

Question 13

Unless John knows what the prospect's needs are, the product opening is unlikely to succeed.

Question 14

In the chapter profile, Jennifer Van Winkle states that in the initial sales call the salesperson should not ask many questions and have the customer listen to their whole presentation before asking questions.

Question 15

The introduction opening is simple but may not generate interest.

Question 16

Many sales calls do not involve sitting down with a client.

Question 17

Experienced salespeople attempt to uncover the prospect's needs and problems at the start of the relationship.

Question 18

Inexperienced and unsuccessful salespeople tend to ask too many situation questions.

Question 19

Once Veronica develops an opening that works for her, she should stick with it rather than try other openings.

Question 20

How and what you do in one thing changes a person's perceptions about other things you do is called the hello effect.

Question 21

Naomi is waiting in a prospect's office. She wants to make a good first impression. When she is called into the prospect's office Naomi should do all of the following EXCEPT:

A)smile.
B)sit down immediately.
C)be well groomed.
D)enter the prospect's room confidently.
E)begin with "Thanks for seeing me."

Question 22

How and what you do in one context can influence a person's perceptions about other things you do. This tendency for perceptions to extend from one situation to another is known as the:

A)lingering luster effect.
B)halo effect.
C)afterglow reaction.
D)admirable aftermath.
E)carryover corollary.

Question 23

Many situation questions can be answered by doing thorough precall information gathering and planning.

Question 24

FABs refer to features, advantages, and benefits in a sales presentation.

Question 25

A(n) _____ is a method designed to get the prospect's attention and interest quickly and to make a smooth transition into the presentation.

A)opening
B)preopening
C)demonstration
D)overture
E)portfolio alignment

Question 26

Effective salespeople know it is important to influence how their customers and prospects view them. The text terms this effort as:

A)perception management.
B)impression management.
C)reaction guidance.
D)fashion control.
E)response control.

Question 27

Rachel is preparing for her appointment with an important customer. She knows the content of the sales call depends on the ___________ and ___________.

A)FAB; FEBA
B)ego-involved credibility; pre-trial close
C)specific situation; existing relationship
D)need payoff statements; situational analysis
E)all of the above

Question 28

Just as Brian walked into the room carrying his samples and his portfolio for the demonstration, he fell over a wrinkle in the carpet and landed headfirst at the feet of his prospect. Everything he was carrying was scattered, and it took him almost five minutes to get reorganized. Because of the ____, the prospect is likely to permanently label Brian as clumsy and ineffectual.

A)lingering luster effect
B)halo effect
C)afterglow reaction
D)admirable aftermath
E)carryover corollary

Question 29

One way to conceptualize the selling process is the "Four A's." Which of the following is NOT one of the Four A's?

A)acknowledge
B)acquire
C)advise
D)accent
E)assure

Question 30

In the opening profile Jennifer Van Winkle recommends all of the following EXCEPT:

A)Make sure you are prepared for objections
B)Think of an initial sales call as a job interview
C)Asking for an order is the paramount goal of a first sales call
D)Good communication is an extremely important component of a sales call
E)Remember to read a prospect's nonverbal reactions, and adjust when necessary

Question 31

If a prospect responds negatively to a need payoff question, the salesperson should not probe further.

Question 32

Ultimately, the objective of implication questions is to set the stage so that the prospect realizes the seriousness of the problem.

Question 33

Which of the following is NOT one of the essential elements of a sales call?

A)pre-calculating the profit margin
B)making a good impression
C)identifying or reiterating needs
D)credibility and trust
E)offering the solution to the buyer's needs

Question 34

Angie likes to ask her prospects questions like "What misconceptions do people have about your business?" A question, like this focuses attention on her company's products.

Question 35

One critical advantage of SPIN is that the prospect defines the need.

Question 36

According to relationship management expert Dale Carnegie, the "sweetest and most important sound" a customer wants to hear is:

A)his or her name.
B)sale.
C)"I have a present for you".
D)"Let's do lunch".
E)profit.

Question 37

Which of the following is good advice for those situations when you, the salesperson, find your buyer will not be able to see you at your appointed time?

A)Make use of this waiting time by working on your paperwork.
B)Leave immediately.
C)Try to go over the barrier by asking to see the buyer's boss.
D)Ask the receptionist to tell the buyer tactfully that you've got other appointments, and he or she should honor the appointment.
E)Wait thirty minutes, and if the buyer is still unable to see you, ask his or her secretary to give you a new appointment.

Question 38

Dawn walks into a customer's office and immediately recognizes the customer is bothered by something. Dawn should:

A)smile.
B)sit down immediately.
C)ask if this is not a good time to meet.
D)tell a joke.
E)all of the above

Question 39

Which of the following is true of successful salespeople with regard to impression management?

A)Being no more than 15 minutes late for your planned sales call is absolutely critical.
B)A salesperson should automatically extend his or her hand to a prospect.
C)Customers develop impressions by simply observing how a salesperson walks toward them.
D)When salespeople stand in front of their prospects they must appear overly confident.
E)All of the above statements about salespeople and impression management are true.

Question 40

Which of the following statements about making a good impression on a potential buyer is true?

A)If you learn your prospect cannot see you within a reasonable time (usually 15 minutes,) you should not wait.
B)If you make a poor first impression when you meet a new buyer, you may never overcome the damage that impression causes.
C)One of the best ways of making a good impression is to arrive at the sales appointment prepared.
D)Influencing how your prospects view you is called impression management.
E)All of the above statements about making a good impression are true.

Question 41

In order to establish _____ with his prospect, Steve said, "I notice that you have a collection of antique thermometers in your outer office? My father has collected soft drink thermometers for almost fifteen years. What got you interested in collecting them?"

A)credibility
B)effective communication
C)flexibility
D)a level of Comprehensive
E)rapport

Question 42

Which opening should be described as the simplest and least effective way to begin a sales call, but is unlikely to generate much interest in the prospect?

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 43

"Driving an 18-wheel truck eight hours a day is hard on you physically, but you can reduce some of that fatigue by putting this special cushion in your truck seat," said Irene as she handed the cushion to her prospect. Irene is using the _____ opening.

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 44

The booking agent for Moser Midway Rides walked into the management office for the Ohio State Fair and said, "The average family of four will spend 5.5 hours at the fair and spend between $60 and $70. How would you like to have that same family spend between $90 and $100 at your fair?" What opening was the salesperson using?

A)question
B)rapport
C)product
D)introduction
E)referral

Question 45

"This model 107 electric nail gun will reduce the amount of time a crew spends roofing a 3,000 square foot home by 30 percent lowering your labor costs and allowing bid more competitively for roofing business." This is an example of the _____ opening.

A)compliment
B)curiosity
C)referral
D)introduction
E)benefit

Question 46

The floral supplies salesperson walked into the office of Gregg Katz, owner of KCFlorist.com and said, "Congratulations on being voted Floral Management's 2008 marketer of the year. Your Internet sales must be doing great if your industry recognizes you as its best retailer." The salesperson was using the _____ opening.

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 47

Office scanning is an activity most closely related to:

A)planning.
B)small talk.
C)time management.
D)routing.
E)closing.

Question 48

When preparing for an initial sales call, social networking sites can be a valuable source of information about:

A)a prospect's interests and background
B)corporate ethics policies
C)current demographic trends
D)prices competitors charge
E)inventory allowances

Question 49

Which two personality types are most receptive to small talk?

A)amiables and expressives
B)analyticals and drivers
C)analyticals and amiables
D)drivers and expressives
E)amiables and drivers

Question 50

The _____ opening involves actually demonstrating a product feature as soon as you walk up to the prospect.

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 51

Raleigh sells computer assisted design services to major engineering firms. As he settled into his chair in the office of one of his best accounts, he said to the buyer, "R.J., can you believe how badly Baltimore choked in that game Sunday?" Raleigh is using _____ as he begins this sales call.

A)a question opening
B)a curiosity opening
C)rapport
D)small talk
E)a referral opening

Question 52

Which of the following does the text identify as most important to success as a sales representative?

A)opening each sales call strategically
B)ability to speak in front of strangers with confidence
C)ability to discover client needs
D)using closing techniques effectively
E)handling objections

Question 53

When Bobbi walked into the lawyer's office, she said, "Everyone in town thinks highly of your ethical standards. Whenever the subject of a lawyer came up in conversation, I hear that I couldn't find a more honorable lawyer than you." Bobbi was using the _____ opening to selling office supplies for her company.

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 54

While Martin was waiting in his prospect's office he noticed the prospect's degree, vacation photographs, and awards. Martin was engaging in ___________ which would hopefully create a basis for ________________.

A)benefit assessment; presentation balance
B)FAB analysis; an introduction opening.
C)office scanning; small talk
D)rapport building; a trial close
E)none of the above

Question 55

Which of the following is the best example of a benefit opening?

A)"Mr.Jackson at FS Tools thought you would appreciate the multitasking flexibility of my company's machining center."
B)"Good afternoon, Ms.King.My name is Harry Tillot and I sell the world's finest veneers."
C)"Hello, Dr.Allen.Do you need an easier way to place insurance claims for your patients?"
D)"Mr.Tanner, I believe you will find our laminating machine as easy to use as your competitors do."
E)"Hello, Ms.Dwight.My name is Darla, and I am selling Girl Scout cookies."

Question 56

"Mr. Tudor," said Judy, "Tom Pritchett suggested I contact you about our new computerized Civil War reenactment game." In this example, Judy is using the _____ opening.

A)compliment
B)curiosity
C)product
D)introduction
E)referral

Question 57

The salesperson's best line of defense when something goes wrong is to:

A)blame your assistant or secretary for not having things prepared properly.
B)ask the prospect if you can schedule a new appointment and start over on another day.
C)continue in the presentation as if you intended to do whatever it was you did by mistake.
D)maintain a proper perspective and a sense of humor.
E)do none of the above

Question 58

"Mr. Rogers, if I could show you a way to increase sales in your bookstore by 20 percent per year, would you be interested?" said Leesa. In this example, Leesa is using the _____ opening.

A)question
B)rapport
C)product
D)introduction
E)referral

Question 59

In selling, _____ is a close, harmonious relationship founded on mutual trust.

A)small talk
B)cooperation
C)agreement
D)rapport
E)congruence

Question 60

Marissa designs retreat vacations for corporate executives. When she walked into the office of the CEO of Langston, she was holding a tape player which was playing tropical music, carrying a lei (a flower necklace) which she placed around the CEO's neck, and carrying a poster of a beach scene with a photo of a relaxing Langston CEO superimposed on it. Marissa was using the _____ opening.

A)implication
B)referral
C)compliment
D)product
E)positioning

Question 61

Angie wants to focus on the needs of her prospect. Which of the following questions would best achieve that objective?

A)How many customers do you have in a typical day?
B)What is the peak season in your business?
C)What misconceptions do people have about your business?
D)When do you take your vacation?
E)All of the above bring attention to the customer's needs.

Question 62

A salesperson for a professional laundry service asked an amusement park owner, "Do the stains on the uniforms worn by your personnel cause parents to doubt your company's ability to provide them and their children with well-maintained rides?" The salesperson is using a(n) _____ question as he works his way through the SPIN technique.

A)situation
B)problem
C)implication
D)benefit
E)need payoff

Question 63

The salesperson for propane burnishers told the purchasing agent, "The burnishers manufactured byA.L. Cook all have an ergonomically designed handle." At that point in her sales presentation, he was describing a(n):

A)advantage.
B)distinction.
C)benefit.
D)feature.

Question 64

A salesperson who asks a need payoff question might ask:

A)"Do you find your current polisher does an adequate job?"
B)"If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?"
C)"Are you happy with your current service contract?"
D)"What kind of scanner program are you currently using?"
E)"What happens when a storm disrupts your electrical power?"

Question 65

Which one of the following statements about prospect needs is FALSE?

A)One advantage of SPIN is the prospect defines the need.
B)The extent to which a salesperson has to identify needs during the actual presentation depends on precall planning.
C)If a prospect responds negatively to a need payoff question, the salesperson should not probe further.
D)How many questions a salesperson can ask to discover a prospect's needs depends on the situation.
E)In multi-call situations, going through complete needs identification at every call is unnecessary.

Question 66

Which of the following is the BEST example of an open question?

A)Do you want your order delivered in the morning or the afternoon?
B)Will you be doing three or four grosses of candles?
C)Will you be paying cash or charging these items on your account?
D)Why do you consider June to be your most productive month?
E)Do you have a method to display the Christmas ornaments?

Question 67

The salesperson for the Kemco hot water/high pressure plant sanitation system told the purchasing agent, "Our new system can save your company $60,000 annually in energy, chemicals, and water use compared to the type of sanitation system you're using now." At that point in his presentation, the salesperson was describing a:

A)discrimination.
B)distinction.
C)benefit.
D)feature.
E)highlight.

Question 68

"Do you have trouble keeping your delivery trucks running?" is an example of what kind of question?

A)situation
B)problem
C)implication
D)necessary
E)indication

Question 69

______ require(s) the prospect to go beyond a simple yes/no response and share a great deal more useful information.

A)Rapport
B)Closing questions
C)Closed questions
D)Double-barreled questions
E)Open questions

Question 70

The salesperson for Dun-Rite Equipment Company asks the supermarket manager, "If I can provide your meat department with on-the-site training at no extra charge, would you be interested?" In terms of the SPIN technique, this is an example of a(n) _____ question.

A)situation
B)problem
C)implication
D)benefit
E)need payoff

Question 71

Speaking to the owner at a large shopping mall store, the security system salesperson said, "Do you know how many shoplifters you actually catch each year?" This question is an example of a(n) _____ question.

A)situation
B)problem
C)implication
D)necessary
E)indication

Question 72

Viveca asked the supermarket manager, "How many dollars worth of frozen food do you buy each month?" This question is an example of a(n) _____ question.

A)situation
B)problem
C)implication
D)necessary
E)indication

Question 73

Which of the following is an example of a situation question that might be used with the SPIN technique?

A)"What would you do if an employee was injured because you neglected to repair your sander?"
B)"If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?"
C)"Are you happy with your current service contract?"
D)"What kind of scanner program are you currently using?"
E)"Do storms disrupt your electrical power?"

Question 74

A salesperson who asked, "What impact does inventory shrinkage have on your ability to make a reasonable profit?" is asking a(n) _____ question as he works his way through the SPIN technique.

A)situation
B)problem
C)implication
D)benefit
E)need payoff

Question 75

"If you were designing a company to handle your product deliveries from scratch, what would you include?" Vincent asked his prospect. Vincent is using a(n) _____ question.

A)closing
B)double-barreled
C)unverified
D)implication
E)open

Question 76

"When will Mr. Thomas be back in the office?" asked Robin of the receptionist at Arunden Industries. Robin's question is an example of a(n) _____ question.

A)closed
B)double-barreled
C)unverified
D)implication
E)open

Question 77

Quinton asked the book store owner, "What happens since you have shoplifters in your store? Do you have a lot of inventory shrinkage because of it?" This is an example of a(n) _____ question that might be used with a SPIN technique.

A)situation
B)problem
C)implication
D)necessary
E)indication

Question 78

In "What my top salespeople are like" William Fowler, industrial buyer for DuPont describes the best salespeople who call on him as all of the following EXCEPT:

A)having technical skills.
B)often part of team selling.
C)socially engaged through Internet networking technologies.
D)taking the time to find out about his needs.
E)not rushed or over eager to get in, make the sale, and get out.

Question 79

The salesperson for FS Tool asked the cabinet maker, "If I can show you how to cut Melamine, high-pressure laminates, and fine veneer, without any chips or breaks would that save you any money?" In terms of the SPIN technique, this is an example of a(n) _____ question.

A)situation
B)problem
C)implication
D)benefit
E)need payoff

Question 80

The salesperson for refrigerant leak monitors began her presentation to the Kroger buying agent as follows: "Our system will prevent your employees from being exposed to dangerous CFC emissions." At that point in her sales presentation, she was describing a(n):

A)advantage
B)distinction
C)benefit
D)feature
E)highlight