Question 1

There are six commonly used techniques to deal with objections,one of which is to

Accepted Answer

Agree and neutralize the objection is the best choice because it involves acknowledging the objection and finding a way to agree with it or address it in a positive way that doesn't undermine the product or service being sold. This approach shows empathy towards the customer's concerns and helps build trust. Redirecting the conversation or identifying competitor shortcomings may come across as dismissive or defensive, and deferring to a supervisor may make the customer feel like their concerns aren't being taken seriously. Probing by asking additional questions can be useful, but it should be done in conjunction with agreeing and neutralizing the objection.

Question 2

Which of the following statements should a salesperson use to acknowledge and convert the prospect's objection into a reason for buying?

Accepted Answer

The salesperson should acknowledge the prospect's objection and then provide a reason for why the objection is not a problem or is actually a benefit. In choice B, the salesperson agrees that the product is lighter but then explains that this feature is intentional and makes the customer's work easier. This turns the objection into a reason for buying.

Question 3

As a salesperson asks questions about a prospect's transportation system,the prospect says,"What I really want is reliable transportation at the lowest price I can get." The salesperson stops asking questions and pulls out a comparative price list that shows her company's transportation is the lowest priced and most reliable on the market.The salesperson has engaged in

Accepted Answer

The answer of As a salesperson asks questions about a...

Question 4

With __________,problem solutions are not simply a matter of choosing from an array of existing products or services.Rather,novel solutions often arise,thereby creating unique value for the customer.

Accepted Answer

Consultative selling involves actively listening to the customer's needs and concerns, then using that information to recommend customized solutions. This approach often leads to unique and innovative solutions that wouldn't have been considered with a more formulaic or suggestive selling approach.

Question 5

Consultative selling is very prominent in

Accepted Answer

Consultative selling is primarily used in business-to-business (B2B) marketing where the salesperson works closely with the customer to understand their needs and provide customized solutions. It is less likely to be used in business-to-government (B2G) or consumer marketing.

Question 6

A need-satisfaction presentation format that focuses on problem identification,where the salesperson serves as an expert on problem recognition and resolution,is referred to as

Accepted Answer

The presentation format that focuses on problem identification and resolution, where the salesperson serves as an expert on problem recognition and resolution, is referred to as consultative selling. In this approach, the salesperson works with the customer to identify their needs and then offer them a solution that satisfies those needs, rather than simply pushing a product on them. This requires the salesperson to have a deep understanding of the customer's business and industry, as well as the ability to ask probing questions to uncover their needs.

Question 7

Sales research and practice show that knowledge of the customer and sales situation are key ingredients for

Accepted Answer

Adaptive selling requires salespeople to adjust their selling style and behavior based on the specific needs and characteristics of each customer and selling situation. This requires a deep understanding of the customer and the situation, making knowledge of these factors key ingredients for successful adaptive selling. Personal selling, team selling, formula selling, and missionary selling may also require knowledge of the customer and situation, but not to the same extent as adaptive selling.

Question 8

Recently,Gartner Research and 1To1 Media recognized Microsoft Dynamics Customer Relationship Management (CRM)and its xRM framework for delivering increased productivity and cost savings for customers worldwide.Microsoft experts work individually with customers to flesh out what issues they have and adapt their enterprise software to meet the unique needs of that customer.The Microsoft expert is most likely engaged in

Accepted Answer

The answer of Recently,Gartner Research and 1To1 Media recognized Microsoft...

Question 9

A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation,such as knowing when to offer solutions and when to ask for more information,is referred to as

Accepted Answer

The need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation is referred to as adaptive selling. Adaptive selling involves adapting one's sales presentation to suit the unique needs and preferences of each customer. This may involve listening carefully to the customer's needs, asking questions to clarify those needs, and adjusting the presentation accordingly. Relationship selling focuses more on building long-term relationships with customers, while consultative selling involves being an expert advisor to the customer. Proactive and cooperative selling don't specifically refer to adapting the sales presentation to fit the selling situation.

Question 10

Doug Ames sells Mercedes-Benz automobiles.While making his sales presentation to a newly qualified prospect,the prospect said,"Doug,I would really like to buy the car,but you know,the price of the automobile is just too high." In order to answer the prospect's objection,Ames responded,"Sir,you are correct.The price of the Mercedes-Benz automobile is high because of what you are getting for that price." Ames then proceeded to describe the quality of the materials used in the car,the high resale value of the car,and the dependability and prestige associated with the Mercedes-Benz brand.What technique did Ames use to handle the prospect's objection?

Accepted Answer

The answer of Doug Ames sells Mercedes-Benz automobiles.While making his...

Question 11

When handling __________ in sales,the professional approach can vary depending on the situation,from acknowledging and converting them to ignoring them when they seem to be a stalling tactic.

Accepted Answer

When handling objections in sales, the professional approach can vary depending on the situation. Sales professionals may acknowledge objections and work to find solutions or address concerns, or they may recognize when objections are simply stalling tactics and choose to ignore them.

Question 12

In the context of the personal selling process,excuses for not making a purchase commitment or decision are referred to as

Accepted Answer

Excuses for not making a purchase commitment or decision in the personal selling process are referred to as objections. Objections can be related to price, features, competition, or any other concern the potential customer may have. A skilled salesperson must anticipate and handle objections effectively to close the sale.

Question 13

Sellers view a solution as a customized and integrated combination of products and services for meeting a customer's business needs.Buyers think of a solution to a business problem as one that meets their requirements,is designed to uniquely solve their problem,can be implemented,and

Accepted Answer

The answer of Sellers view a solution as a customized...

Question 14

During a sales call,you respond to a customer's issue by saying courteously,"You're absolutely right,and I am going to make it my business to be sure that never happens again." Which method have you used to handle the objection?

Accepted Answer

By agreeing with the customer's issue, the salesperson is acknowledging and validating their concern. Additionally, by promising to make sure it doesn't happen again, the salesperson shows a willingness to take action to address the customer's concern. This can help the salesperson build trust with the customer and improve the chances of closing the sale.

Question 15

Which of the following statements should a salesperson use to agree with and neutralize an objection?

Accepted Answer

This statement acknowledges the objection and provides a positive perspective, effectively neutralizing the concern by highlighting the product's popularity.

Question 16

There are three key reasons for putting the customer into customer solutions in selling: (1)considerable time and effort is necessary to fully understand a specific customer's requirements; (2)effective customer solutions are based on relationships among sellers and buyers; and (3)

Accepted Answer

Consultative selling involves working with the customer to understand their needs and then providing solutions that best fit those needs. By putting the customer first, salespeople can create value for the customer and establish a long-term relationship. This relationship-based approach is critical for effective customer solutions.

Question 17

Consultative selling is a presentation format that

Accepted Answer

The answer of Consultative selling is a presentation format that
...

Question 18

Which of the following statements should a salesperson use to postpone a prospect's objection?

Accepted Answer

By suggesting that the objection can be explained better with a diagram, the salesperson is acknowledging and respecting the prospect's concern while also delaying the objection until they have more information to address it effectively.

Question 19

Adaptive selling is a presentation format that

Accepted Answer

Adaptive selling involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information. It is not about simply providing information or assuming that the prospect will buy, but rather about actively listening to and identifying the needs and interests of the buyer. While problem identification may be a component of adaptive selling, it is not the primary focus.

Question 20

During the sales presentation,the prospect interrupted the salesperson's presentation and said,"Wait a minute.This looks like it's going to cost too much." The salesperson responded,"I think you'll be delighted with how relatively inexpensive this program is.I'll address the subject of price in just a moment." Which objection-handling technique has the salesperson used?

Accepted Answer

The answer of During the sales presentation,the prospect interrupted the...

Quiz 17: Personal Selling and Sales Management