Deck 3: Personal Selling Process

Question 1

Company files are a good source of information on current customers,but are not reliable for past customers.

Answer 1

False

Question 2

The approach is the make-or-break part of the presentation - if it goes poorly,the salesperson does not get a chance to give a presentation.

Answer 2

False

Question 3

Networking by the salesperson accounts for nearly two-thirds of sales leads.

Answer 3

False

Question 4

The key to need assessment is effective one-way communication from the salesperson to the customer.

Question 5

To increase the chance that the salesperson will have the full attention of the buyer during the meeting,an appointment is recommended.

Question 6

The key to successful selling is the believability of the presentation.

Question 7

If a planned presentation does not effectively use the customer's jargon,the customer often asks the language to be adjusted to their industry standard.

Question 8

Which of the following is not one of the eight steps of the sales process?

A)Approach.
B)Meeting objectives.
C)Needs assessment.
D)Networking.
E)All of these are steps.

Question 9

Prepared sales presentations (e.g. ,"canned" sales talk)have several advantages over the creation of a new and unique presentation for each customer.

Question 10

The most important part of planning the sales presentation is structuring it to ensure a sales result.

Question 11

A laid-back approach in product demonstration has been proven most effective.

Question 12

Providing a summary of benefits is a common method of closing sales.

Question 13

Telemarketing is an effective tool to help salespeople identify and qualify customers.

Question 14

The sales approach is the step in the sales process immediately before qualifying leads.

Question 15

"Canned" presentations are designed to eliminate the individual/unique personality of reps,therefore eliminating errors in presentation as a whole.

Question 16

Pre-call planning includes all the information gathering activities which salespeople perform to learn relevant facts about the prospects and their needs and situation.

Question 17

Once set in motion,a sales plan should not be changed.

Question 18

Analysis of sales leads is the sole responsibility of the Marketing Department.

Question 19

Typically,salespeople spend over 95 percent of their time on the steps of the sales process.

Question 20

"How do the maintenance problems affect your operations" is a situational type of question.

Question 21

Which of the following is a Needs Assessment type of question?

A)Situational
B)Problem discovery
C)Problem impact
D)Confirmatory
E)All of these.

Question 22

A trial close is most similar to:

A)a special offer close
B)a canned sales talk
C)a procrastinating objection.
D)a confirmatory question.
E)a hot prospect.

Question 23

Which of the following is a necessary condition of lead qualification?

A)You need the customer to buy the product in order to make a sales quota.
B)The customer has a defined need for the product or service.
C)You enjoy going to the client's office to make sales presentations.
D)The office next to your client's may also have an interest in your product.
E)The customer is growing in size.

Question 24

Which of the following is/are (an)appropriate benchmark(s)against which to measure the result of preapproach.

A)Whether the salesperson has closed the deal.
B)Better understanding on the product the salesperson is going to sell.
C)Better understanding of the prospect's selective criteria for the product/service provider.
D)Whether the customer has agreed to increase increase its last order.
E)All of these.

Question 25

Which of the following is not the purpose of prospecting?

A)Finding customers who have needs similar to the product offerings.
B)Learning whether the target customers have needs for the product.
C)Learning about the determinants for the prospect's purchasing decision.
D)Networking with existing customers.
E)Learning names of customers who can afford the product.

Question 26

A typical information source for customer research would be:

A)Company customer data base.
B)Company's suppliers and employees.
C)Internet on-line services.
D)Trade magazines.
E)All of these.

Question 27

Which of the following is an element of the approach?

A)Making appointments with the prospect.
B)Identifying the decision-maker for the purchasing decision.
C)Conducting competitive analysis on one's own product.
D)Following-up after the sale.
E)None of these.

Question 28

Place the following steps of the sales process in order.

A)Meeting Objections,Need Assessment,Approach,Follow-up.
B)Approach,Need Assessment,Meeting Objections,Follow-up.
C)Need Assessment,Meeting Objections,Approach,Follow-up.
D)Follow-up,Meeting Objections,Need Assessment,Approach.

Question 29

Do you have to order far in advance of need to ensure the product is here when you need it?

A)Is a problem discovery question.
B)Is a situational question.
C)Is a solution value question.
D)Is a problem impact question.
E)Is a confirmatory question.

Question 30

Which of these is not a condition for qualifying leads?

A)The customer can afford to buy the product.
B)The customer had bought the product within the past 12 months.
C)The customer has a need for the products being sold.
D)The customer is receptive to being called upon by the salesperson.
E)All of these are conditions for qualifying leads.

Question 31

Consistent with the sales pipeline concept,a sales rep first attempts to schedule a visit with:

A)prospects
B)leads
C)qualified prospects
D)hot prospects
E)customers

Question 32

Which is not a situational question?

A)How often do you change the wire felt in your paper processors?
B)How do these maintenance problems affect operations?
C)Who makes purchasing decisions in your company?
D)How many yards of wire felt do you keep on hand?
E)All of these (are situational questions).

Question 33

The sales pipeline helps sales organizations:

A)turn qualified prospects into leads.
B)focus on developing new clients.
C)turn customers into hot prospects.
D)Both A and B are correct.
E)Both B and C are correct.

Question 34

Which of the following is a valid information source for customer research?

A)Internet.
B)Dow Jones News Retrieval.
C)LexisNexis
D)Dialog.
E)All of these are sources.

Question 35

Place the following steps of the sales process in order.

A)Preapproach,Prospecting,Presentation,Gaining commitment.
B)Gaining commitment,Preapproach,Presentation,Prospecting.
C)Presentation,Preapproach,Prospecting,Gaining commitment.
D)Prospecting,Preapproach,Presentation,Gaining commitment.

Question 36

After creating sales call objectives during the preapproach,salespeople often alter their initial plans during the face-to-face meeting with the customer.This is:

A)always a mistake.
B)known as adaptive selling.
C)the process of identifying leads.
D)why a canned sales talk is preferred.
E)Both A and D are correct.

Question 37

How often do you change those filters?

A)Is a problem discovery question.
B)Is a situational question.
C)Is a solution value question.
D)Is a problem impact question.
E)Is a confirmatory question.

Question 38

With regard to the sales pipeline,successful sales organizations are careful:

A)not to fill up the pipeline too early.
B)to periodically empty the pipeline completely.
C)keep the bottom-half full,and the top half empty.
D)maintain a full pipeline at all times.
E)Both A and B are correct.

Question 39

Identifying the decision-maker for a purchase is a typical example of which stage of the sales process?

A)Prospecting.
B)Preapproach.
C)Approach.
D)Need assessment.
E)Follow-up.

Question 40

Which of the following is the most effective prospecting strategy?

A)Conducting a marketing research on the psychographic profile of the target customers.
B)Getting referrals from the customers.
C)Making cold calls.
D)The Internet.
E)Networking by the salesperson.

Question 41

According to study cited in the text,the most successful salespeople are those who spend less time on _________________ questions,and more time on the other question types.

A)Problem discovery.
B)Situational.
C)Confirmatory.
D)Problem impact.
E)Solution value.

Question 42

The best tactic for meeting hidden objections is:

A)Use of corporate espionage to anticipate these objections.
B)Keep the prospect talking.
C)Use the objections from other sales presentations and include this information in the presentation,dispelling the objections before the client can raise them.
D)More pre-call planning.
E)If they are hidden,you cannot meet them.

Question 43

Hidden objections (by customers)are:

A)rare.
B)common.
C)almost impossible to uncover.
D)Both A and C are correct.
E)Both B and C are correct.

Question 44

"How much inventory of this product do you carry?" is an example of:

A)Problem discovery question.
B)Confirmatory question.
C)Problem impact question.
D)Solution value question.
E)Situational question.

Question 45

What is the best strategy to cope with procrastinating objections?

A)Ask for a commitment for an action which moves the sales forward.
B)Cut the price.
C)Try to figure out the hidden motive of the prospect and point that out.
D)Solicit an expert opinion.
E)None of these.

Question 46

When not understanding what the rep is talking about,customers:

A)seldom admit it.
B)readily admit their ignorance.
C)need more more industry jargon.
D)are impressed with the sales rep's intelligence.
E)Two of the above are correct.

Question 47

The three key areas of emphasis in any sales presentation are:

A)Advantages,Price,and Features.
B)Features,Advantages,and Benefits.
C)Benefits,Price,and Advantages.
D)Features,Benefits,and Price.
E)None of these.

Question 48

What percentages of the filters you install are defective?

A)Is a problem discovery question.
B)Is a situational question.
C)Is a solution value question.
D)Is a problem impact question.
E)Is a confirmatory question.

Question 49

Proof-providing tactics for meeting product objections include:

A)Product brochures.
B)Reassurance from the salesperson.
C)Case histories.
D)Interjections during the presentation from other salespeople.
E)None of these.

Question 50

Which of the following is a product advantage?

A)This deodorant lasts over 120 days.
B)This car comes with a 50,000 miles warranty.
C)This oven has a built-in temperature regulator.
D)This detergent gives you faster cleaning.
E)None of these.

Question 51

If I could provide evidence that reduction of solder points from 40 down to 38 would not hamper production,output or product quality as well as increase profits,would you be interested?

A)Is a problem discovery question.
B)Is a situational question.
C)Is a solution value question.
D)Is a problem impact question.
E)Is a confirmatory question.

Question 52

What is the best way to deal with the prospect's objection about price?

A)Comparing the price to money saved by using the product.
B)Offering a discount.
C)Comparing the price to competitor's offer.
D)Agreeing with the prospect's opinion.
E)Using an assumptive-close technique.

Question 53

Which is part of the process of meeting objectives?

A)Keep presentation moving.
B)Present wealth of information to meet objectives before client can raise them
C)Respect buyer's concern.
D)If nobody speaks,there are no objections,you've given an excellent presentation.
E)The ABC technique (i.e. ,Always Be Closing).

Question 54

A prospect who is not interested in buying:

A)seldom raises any objections.
B)most commonly makes procrastinating objections.
C)most commonly makes value objections.
D)is a hot prospect.
E)None of these.

Question 55

(Taking an example from history)If you reduce the amount of soldering used on those barrels of crude oil,how much would that save you?

A)Is a problem discovery question.
B)Is a situational question.
C)Is a solution value question.
D)Is a problem impact question.
E)Is a confirmatory question.

Question 56

When customers have an objection,the rep should:

A)ignore the objection.
B)repeat and clarify the objection.
C)respect the buyer's concern.
D)artfully dance around the objection.
E)Two of the above are correct.
Both B & C are correct

Question 57

"How many working hours are lost when your employees are using the existing low-speed copier?" The above question is a:

A)Problem discovery question.
B)Solution value question.
C)Problem impact question.
D)Confirmatory question.
E)None of these.

Question 58

An example of a procrastinating objection is:

A)Let me think about it a while.
B)I have to talk it over with my boss.
C)I have to wait until the next budget cycle.
D)I have some other reps to talk to before I make a decision.
E)All of these.

Question 59

"So when can I deliver that?" - when asked before the prospect has committed - is a(n):

A)ABC question.
B)Assumptive close.
C)Summary close.
D)Special-offer close.
E)Problem-impact question.

Question 60

To close the sales of a complex business product,

A)the sales rep typically must make multiple sales calls.
B)the assumptive close tends to be best.
C)the sales rep must be careful to not ask for a commitment.
D)the sales rep must be aggressive with high-pressure selling.
E)the sales rep is advised to pass this responsibility on to an operational-level employee.

Question 61

Which of the following is a common sales close?

A)Humbling.
B)Summation.
C)Begging.
D)The presentation never closes until your relationship with the client is ended.
E)None of these.

Question 62

Concepts of relationship marketing have lead sales organization to de-emphasize ___________________;and instead,focus more on ___________________ .

A)product presentation;meeting objections.
B)follow-up;closing.
C)pre-call planning;gaining commitment.
D)need assessment;qualifying leads.
E)prospecting;follow-up.