Question 1

When a salesperson asks the customer to buy the product several times throughout the sales presentation in an effort to uncover hidden objections, it is called

Accepted Answer

This technique is known as trial closing, which involves asking for the sale multiple times throughout the sales presentation to gauge the customer's interest and uncover any hidden objections. The goal is to gradually lead the customer towards making a definitive decision to purchase the product.

Question 2

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 suggests a demonstration as a way for Kevin to better engage the customer and showcase the features of the food processor. A video or pamphlet may not be as effective in capturing the customer's attention and addressing any questions or concerns they may have. A trial close or overcoming objections approach would come later in the sales process, after the customer has expressed interest and engaged with the product.

Question 3

Order-getting activities are divided into two categories:

Accepted Answer

Current-customer sales focus on nurturing and retaining existing customers, while new-business sales focus on acquiring new customers. These are the two main categories of order-getting activities. The other choices either do not accurately categorize order-getting activities or are too specific.

Question 4

Creative selling, which requires that salespeople recognize a potential buyer's needs and then provide the prospect with the necessary information, is performed by

Accepted Answer

Creative selling involves identifying and understanding a customer's needs and then providing them with the necessary information to make a purchasing decision. This approach is more commonly associated with order getters, who actively seek out potential customers and work to establish relationships with them based on trust and understanding. Order takers, on the other hand, primarily focus on processing customer orders without necessarily engaging in the same level of relationship building or problem-solving. While missionary, trade, and technical salespeople may all play important roles in promoting and selling products, they may not always engage in the same level of creative selling as order getters.

Question 5

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

Accepted Answer

Listening carefully to questions and comments and watching reactions during the sales presentation allows the salesperson to understand the prospect's needs and adjust the presentation accordingly. This helps build trust and rapport with the prospect, making it more likely that they will make a purchase. Waiting until after the sale or doing extensive research before the approach may not provide enough insight into the prospect's specific needs, while making a very thorough sales presentation may not allow for the flexibility to adjust to the prospect's specific needs. Using trial closings throughout the sales presentation can also be effective but may not provide as much insight into the prospect's specific needs as actively listening and observing their reactions.

Question 6

Yolanda's job is to find new customers for her company's telecommunication services. She encourages existing customers to add more services and finds customers who are completely new to the company. Yolanda would best be classified as a(n)

Accepted Answer

Yolanda's role of finding new customers and encouraging existing customers to add more services indicates that she is an order getter. Order getters are salespeople who actively seek out new customers and try to generate new business for the company.

Question 7

The purpose of the ____ stage in personal selling is to determine customers' problems and questions about using the product.

Accepted Answer

The follow-up stage in personal selling is crucial for determining customers' problems and questions about using the product, as it involves checking in with the customer after the sale to ensure satisfaction and address any issues or concerns they may have.

Question 8

A salesperson should try to close the sale

Accepted Answer

The answer of A salesperson should try to close the...

Question 9

Hannah is a retail salesperson for Crate and Barrel in Chicago. She is most likely classified as

Accepted Answer

Hannah, as a retail salesperson working in a store like Crate and Barrel, is most likely an inside order taker, as she assists customers who come into the store to make purchases.

Question 10

Dylan is a sales person for Whole Foods. In his position, he is primarily responsible for seeking repeat sales. Dylan is most likely a(n)

Accepted Answer

Dylan is most likely an order taker, as his primary responsibility is to seek repeat sales, which involves maintaining relationships with existing customers and ensuring they continue to purchase products.

Question 11

The ____ stage of the personal selling process is when the salesperson asks the prospect to buy the product.

Accepted Answer

The closing stage is when the salesperson asks the prospect to buy the product. In this stage, the salesperson must use various techniques to convince the prospect to make the purchase. Choosing the right time to close and selecting the most appropriate closing technique are critical factors in the success of the sales call.

Question 12

"Mrs. Brucker, you would agree that this is the most attractive car interior in this price range, wouldn't you?" Cliff Davis, a salesperson at Midtown Ford, was using a(n) ____ when he made this statement.

Accepted Answer

This statement is an example of a trial close, where the salesperson is attempting to see how close the customer is to making a purchase by asking for their opinion or agreement on a positive aspect of the product.

Question 13

The two groups of order takers in personal selling are

Accepted Answer

The two groups of order takers in personal selling are inside order takers and field order takers. Inside order takers work in a sales office or call center and handle orders by phone, email or online. Field order takers, on the other hand, meet face-to-face with customers in their offices or in-person to take orders.

Question 14

During the personal selling process, a salesperson, if possible, should handle objections when

Accepted Answer

Handling objections should be done as soon as they arise during the sales process. This allows the salesperson to address any concerns or doubts the customer may have, and potentially resolve them before they become larger issues. Waiting too long to address objections can result in lost sales or a harder time convincing the customer to make a purchase.

Question 15

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 did not understand what the purchasing agent was looking for, which suggests that he was not actively listening and understanding the agent's needs. Improving his listening skills can help Tony better understand his clients' needs and make more successful sales calls in the future.

Question 16

Michelle works for a company that sells rotisseries for chicken and other foods. She answers phone calls from customers who see infomercials on TV and call to order the product. Michelle is considered a(n)

Accepted Answer

Michelle is an inside order taker because she is taking orders from customers who call in, rather than going out to make sales in the field.

Question 17

Cheyenne calls to see if her customer's new hardwood floors were installed correctly

Accepted Answer

Checking in with the customer to see if their new hardwood floors were installed correctly would fall under the follow-up step, which is done after the sale has been made to ensure customer satisfaction and future business opportunities.

Question 18

During his presentation to Mrs. French about a high-end gourmet oven, Brian asks, "Would you prefer black or stainless steel?" This is an example of a

Accepted Answer

Asking the customer's preference between black or stainless steel is a trial close, which is a technique used to gauge the customer's interest in making a purchase by asking a question that assumes the sale.

Question 19

While anticipating objections and countering them before they are asked is a good idea, one negative consequence of doing so is that the salesperson may

Accepted Answer

Anticipating objections and countering them before they are asked can inadvertently introduce new objections to the customer that they hadn't considered, potentially complicating the sales process.

Question 20

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.

Quiz 18: Personal Selling and Sales Promotion