Question 1

Tony tells his wife, Camilla, that his last sales call of the day at DuPont was a disaster. He explains that he never really figured out what the purchasing agent was looking for. Camilla, a sales trainer for another firm, hands Tony a book on

Accepted Answer

Tony's problem seems to be related to not fully understanding the needs and expectations of his potential client. Improving his listening skills could help him better understand what the purchasing agent is looking for and tailor his pitch accordingly. The other options may not directly address this specific issue.

Question 2

The salesperson must attract and hold the prospect's attention, stimulate interest, and spark a desire for the product during the

Accepted Answer

The sales presentation is the stage in the sales process where the salesperson presents the product or service to the prospect, aiming to attract and hold the prospect's attention, stimulate interest, and spark a desire for the product. This is the key moment to convince the prospect of the value and benefits of the offering.

Question 3

Scott Bartello, a salesperson for Lamkin Golf Products, develops a list of potential customers and evaluates them on the basis of their ability, willingness, and authority to purchase copy machines. This process is called

Accepted Answer

The process described in the scenario is prospecting, which involves identifying potential customers and evaluating their potential as buyers based on their ability, willingness, and authority to make a purchase. Option A (customer search) is too broad and generic, and option B (preapproach) typically involves preparing for a specific sales interaction with a known prospect. Option C (customer evaluation) could be interpreted as a more detailed analysis of existing customers rather than identifying new ones. Option D (customer pre-approval) is not a standard sales term and is not relevant to the scenario.

Question 4

Carlos generally makes cold calls on businesses to look for new prospects. He has many satisfied customers, but like many salespeople, he does not frequently utilize one of the best ways to find new prospects, which is through

Accepted Answer

Customer referrals are one of the best ways to find new prospects because satisfied customers are likely to recommend your business to others. This method usually has a higher success rate for converting prospects into customers than cold calling or other traditional marketing techniques.

Question 5

After compiling a list of potential customers, a salesperson must

Accepted Answer

Before attempting to sell to a potential customer, a salesperson needs to ensure that the prospect has the ability, willingness, and authorization to buy the product. This will help the salesperson avoid wasting time on prospects who are not likely to buy.

Question 6

Rick is a sales representative for Lucent Technologies. He has reviewed a prospect's account and credit history, identified product needs, and gathered the appropriate literature he needs. Rick feels he is ready for the ____ step of the personal selling process.

Accepted Answer

Rick has completed the preapproach step by gathering information and preparing materials, so he is ready for the approach step, where he will make initial contact with the prospect.

Question 7

Stacey's client group has been gradually shrinking and she is looking for new prospective clients. She has decided to spend a couple of days approaching potential customers without any prior consent. Stacey's method of approach is known as

Accepted Answer

Stacey's method of approaching potential customers without any prior consent is known as cold canvassing. In this method, the salesperson approaches potential customers who have not expressed any interest in the product or service being sold.

Question 8

Tara is beginning her week as a sales representative for Logitech Technology. She decides to start the day by developing a list of potential customers, which is called

Accepted Answer

Developing a list of potential customers is known as prospecting.

Question 9

Which of the following is not true when making the sales presentation?

Accepted Answer

Anticipating questions and answering them before they're asked can be a good strategy, but it's not something that is not true when making a sales presentation. It's actually beneficial to anticipate potential questions to demonstrate knowledge and preparedness, which can build trust with the customer. The other options (B, C, D, E) are all recommended practices for effective sales presentations.

Question 10

Company sales records, commercial databases, newspaper announcements, telephone directories, and public records are all sources used for

Accepted Answer

These sources are typically used to identify and gather information on potential customers or clients, also known as prospecting.

Question 11

A salesperson will be better able to determine the prospect's specific needs by

Accepted Answer

By listening carefully to questions and comments and watching reactions during the sales presentation, the salesperson can tailor their approach and better determine the prospect's specific needs. This allows for a more effective sales pitch and a higher likelihood of closing the sale.

Question 12

Sayyid's company has launched a new product line, and he is put in charge of sales. He decides his first step will be to find potential customers in the company's sales records. Sayyid is

Accepted Answer

Sayyid is engaged in the process of prospecting, which involves searching for potential customers who may be interested in buying the company's new product line. He is likely to examine the company's sales records and other sources of information to find potential customers who meet certain criteria, such as those who have purchased similar products in the past or those who have expressed interest in the company's offerings. By identifying these potential customers, Sayyid can focus his sales efforts more effectively and increase the chances of making a sale.

Question 13

The final stage of the selling process is

Accepted Answer

The final stage of the selling process is follow-up, where the salesperson ensures customer satisfaction and addresses any issues or concerns that arise after the purchase.

Question 14

Before contacting prospects, a salesperson for an industrial cleaning equipment company analyzes information about the prospects' product needs, feelings about brands, and personal characteristics. This process is called

Accepted Answer

The process described is called the preapproach, which involves gathering information about the prospect before making initial contact. This allows the salesperson to tailor their approach and pitch to the specific needs, preferences, and characteristics of the prospect.

Question 15

Tim has just finished compiling a list of potential customers and evaluating their ability, willingness, and authority to buy. He knows his next step in the personal selling process is to

Accepted Answer

The next step in the personal selling process after evaluating potential customers is to preapproach, which involves planning the sales presentation, determining objectives for the call, and conducting research on the prospect's needs and preferences. This step helps the salesperson to be more prepared and effective in their approach to the customer.

Question 16

The stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather information about the customer's needs and objectives, and build a rapport with the prospective customers is called

Accepted Answer

The approach stage is where the salesperson makes their first impression, gathers information, and begins to build a relationship with the potential customer, aligning with the activities described.

Question 17

A salesperson finds and analyzes information about each prospect's specific product needs, current use of and feeling about brands, and personal characteristics during

Accepted Answer

The step that involves finding and analyzing information about each prospect's specific product needs, current use of and feeling about brands, and personal characteristics is known as the preapproach. This information gathering is essential for developing a personalized and effective sales approach.

Question 18

The step of the personal selling process in which a salesperson contacts a potential customer is called

Accepted Answer

The step of the personal selling process in which a salesperson contacts a potential customer is called the approach. This is when the salesperson initiates contact with the prospect, usually after qualifying them through prospecting. The approach may be in person, by phone, or through electronic communication.

Question 19

Janetta tells her sales manager that she will be devoting more effort to ____ in the coming weeks, as her list of potential customers has dwindled below the level of 30 firms recommended by the selling plan.

Accepted Answer

Since Janetta's list of potential customers has dwindled below the recommended level of 30 firms, it means she needs to find new customers. Therefore, she will need to focus on prospecting to find new leads and potential customers to add to her list.

Question 20

Sebastian, Kevin's sales manager, points out to him that his last shopper in the housewares department didn't seem interested or involved as he explained the new food processor to her. Sebastian suggests that Kevin use a(n) ____ as part of his presentation next time.

Accepted Answer

Sebastian is suggesting that Kevin use a demonstration as part of his presentation next time, which can be an effective way to engage customers and show them the product's features and benefits in action. It can also help the customer better understand the product and visualize how it might fit into their life. A video or information pamphlet may also be helpful, but a demonstration is specifically suggested by Sebastian in this scenario. A trial close or overcoming objections approach would be premature without first engaging the customer through effective presentation techniques like a demonstration.

Quiz 18: Personal Selling and Sales Promotion