Deck 8: Making the Sales Call

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

As far as possible,a salesperson should avoid using open questions since they do not stimulate the client to provide much information.

Answer 3

False

Question 4

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

Question 5

A drawback of the introduction opening is that it may not generate interest.

Question 6

One critical advantage of the SPIN technique is that it encourages the prospect to define the need.

Question 7

When using the compliment opening,a salesperson must get down to business matters right away.

Question 8

Customers are more receptive to salespeople with whom they can identify.

Question 9

FAB refers to features,advantages,and benefits in a sales presentation.

Question 10

Ultimately,the goal of every salesperson should be to establish rapport with each customer.

Question 11

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

Question 12

When a sales representative makes a presentation,he or she should discuss product information right in the beginning before the buyer brings his needs and opinions into the picture.

Question 13

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

Question 14

Successful salespeople routinely avoid small talk because this can waste valuable time during a sales call.

Question 15

An opening is essentially a method that aims to secure buyer commitment.

Question 16

Ultimately,the objective of using implication questions is to help a prospect realize the seriousness of the identified problem.

Question 17

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

Question 18

If a salesperson makes a negative first impression when he meets a new buyer,he may never overcome the damage that impression causes in their business relationship.

Question 19

Angie,a sales representative,often asks her prospects questions like "What misconceptions do people have about your business?" A question like this directly focuses attention on her company's products.

Question 20

Need payoff questions are essentially problem centered.

Question 21

A seller must expect less objections and interruptions in a group setting compared to selling to an individual.

Question 22

For a salesperson trying to grab the attention of a new customer,it is desirable to:

A) call the customer by a friendly nickname.
B) use the customer's name in every second sentence of the meeting.
C) learn to pronounce the customer's name correctly.
D) use standard language like "Sir" or "Ma'am" in order to show respect.
E) request the customer to introduce himself in the sales meeting.

Question 23

Salespeople need to avoid assessing a prospect's reactions during a presentation as this can distract them from their sales pitch.

Question 24

Which of the following is a desirable course of action when a salesperson finds out that a buyer will not be able to meet at the appointed time?

A) Making use of the waiting time by completing other tasks
B) Leaving the buyer's office immediately
C) Trying to go over the barrier by directly meeting the buyer
D) Asking the receptionist to immediately contact the buyer asking for an explanation
E) Waiting for hours to meet the buyer

Question 25

Just as Brian,a sales manager,walked into a prospect's office carrying samples and his portfolio for the demonstration,he tripped and fell down right in front of the prospect.All his material for the presentation was scattered on the floor,and it took him almost five minutes to get things back on track.Because of the _____,the prospect is likely to permanently label Brian as clumsy and ineffectual.

A) contrast effect
B) halo effect
C) cue effect
D) primacy effect
E) mere exposure effect

Question 26

When selling to resellers,salespeople need to focus solely on the product features that will benefit the ultimate consumer.

Question 27

The purpose of a credibility statement is to help prospects identify their needs.

Question 28

"Ms.Hallgren,thank you for seeing me today.My name is Daniel Mundt,and I'm with ServiceMaster." This is an example of a(n)_____ opening.

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

Question 29

A trial close refers to the process of allowing a customer to use a product for a specified trial period in order to gather feedback.

Question 30

Which of the following is a method designed to get a prospect's attention and interest quickly and to make a smooth transition to the next part of the presentation?

A) Opening
B) Style flexing
C) Probing
D) Canvassing
E) Seeding

Question 31

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 32

Office scanning helps a salesperson assess whether a buyer is listening and understanding what is being said.

Question 33

Buyers are not interested in facts about a product or a seller's company unless those facts help solve their wants or needs.

Question 34

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

A) Calculating the profit margin in advance
B) Making a good impression
C) Identifying or reiterating a prospect's needs
D) Building credibility and trust
E) Offering solutions for a buyer's needs

Question 35

An important aspect of making adjustments is interpreting a prospect's reactions to the sales presentation and making necessary changes.

Question 36

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

A) The time spent waiting for a prospect should be used by salespeople to complete others tasks associated with their job.
B) A negative first impression often has an enduring impact on the relationship with a client.
C) One of the best ways of making a good impression is to prepare well for sales appointment.
D) A salesperson should modify his/her behavior based on the prospect's state.
E) All of the above statements about making a good impression are true.

Question 37

A way to establish credibility is to offer concrete evidence to back up verbal statements.

Question 38

Dawn walks into a customer's office with her sales presentation planned and immediately recognizes that the customer is upset about something.In this situation,Dawn should:

A) maintain a happy and cheerful demeanor.
B) sit down immediately to start with the presentation.
C) ask if she should come back some other time for the meeting.
D) say something funny in an attempt to lighten up the customer's mood.
E) do all of the above.

Question 39

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 warmly at the prospect.
B) sit down immediately to discuss the deal.
C) begin describing her product's features.
D) enter the prospect's room confidently.
E) begin by saying "Thanks for seeing me."

Question 40

To establish credibility early in the sales call,a salesperson should clearly delineate the amount of time he or she will need and complete the presentation within the stated time frame.

Question 41

A salesperson for KLN Machines,Steve,began his meeting with a prospect by saying "I noticed that you have a collection of antique thermometers in your outer office.My father has been collecting soda pop thermometers for almost fifteen years.What got you interested in collecting them?" In this scenario,Steve was trying to:

A) describe his product's features in detail to his prospect.
B) engage the prospect in reviewing his company's credibility statement.
C) establish rapport with the prospect by talking of a common interest.
D) examine the prospect's needs through some closed questions.
E) establish whether the prospect has the buying potential for his goods.

Question 42

Which of the following is the most important characteristic of successful sales representatives?

A) Opening each sales call with a product demonstration
B) Handling positive reviews from customers
C) Being able to discover client needs
D) Using closing techniques effectively
E) Handling objections

Question 43

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 machine 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 our laminating machine will significantly increase your product's quality."
E) "Hello, Ms. Dwight. My name is Darla, and I am selling Girl Scout cookies."

Question 44

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

A) feature dumping
B) style flexing
C) networking
D) small talk
E) trial closing

Question 45

"This model 107 electric nail gun will reduce the amount of time your crew spends roofing a 3,000 square foot home by 30 percent.This will lower your labor costs and allow you to bid more competitively in the market for your service." This opening statement is an example of a(n)_____ opening.

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

Question 46

Which of the following is an example of a closed question?

A) What misconceptions do people have about your business?
B) What are your decision-making criteria for choosing the successful vendor?
C) What projects are crucial for your company right now?
D) What kinds of problems have the new federal guidelines caused for your division?
E) Did you make the decision that resulted in your current vendor?

Question 47

A(n)_____ opening involves actually providing a demonstration as soon as a salesperson meets a prospect.

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

Question 48

Irene is a salesperson for Pro,a company selling sports and driving gear.Irene begins her meeting with a prospect by stating that "Driving an 18-wheel truck eight hours a day must be hard on you physically,but you can reduce some of that fatigue by putting this special cushion in your truck seat," and she hands a sample to her prospect.Irene is using the _____ opening.

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

Question 49

"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 method with Mr.Tudor,her prospect.

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

Question 50

A 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 in this scenario.

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

Question 51

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

A) Do you want your order to be delivered in the morning or in the afternoon?
B) Will you be buying three or four boxes of these customized candles?
C) Will you be paying cash or charging these items to 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 52

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

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

Question 53

While Martin was waiting in his prospect's office,he noticed the prospect's degree,vacation photographs,and awards hanging on the wall behind his prospect's desk.Martin was engaging in _____ that would serve as 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 54

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?" Which of the following methods of opening was the salesperson using in this scenario?

A) Question
B) Rapport
C) Product
D) Introduction
E) Referral

Question 55

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 of a company
C) current demographic trends in the industry
D) prices competitors charge currently
E) inventory allowances

Question 56

Which of the following pairs of individuals 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 57

A salesperson's best line of defense when something goes wrong during his sales presentation is to:

A) blame his assistant or secretary for not having prepared properly for the meeting.
B) ask the prospect if the meeting can be rescheduled for later.
C) continue in the presentation as though nothing went wrong.
D) maintain the proper perspective and a sense of humor.
E) do none of the above.

Question 58

When Bobbi walked into the office of a lawyer she was trying to crack a deal with,she said,"Everyone in town thinks highly of your ethical standards.Whenever the subject of an ideal and committed lawyer comes up in conversation,only you come to mind." Bobbi was using the _____ opening to sell software that researches and manages legal precedents.

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

Question 59

Marissa designs customized jewelry and wants to sell her products through Gaia,a chain of boutiques retailing women's accessories.During her first meeting with the owner of Gaia,even before they settle down to talk,Marissa opens cases of rings,pendants,and earrings that she has designed and asks her prospect to try some samples on.Marissa is using the _____ opening method in this scenario.

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

Question 60

_____ require a prospect to go beyond a simple yes/no response and share a great deal of useful information.

A) Question openings
B) Introduction openings
C) Closed questions
D) Double-barreled questions
E) Open questions

Question 61

A(n)_____ is how a specific feature will help a particular buyer and is tied directly to the buying motives of a prospect.

A) agreement
B) need
C) benefit
D) characteristic
E) highlight

Question 62

A salesperson from Dun-Rite Equipment Company asks a 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 63

Which of the following statements about selling to groups is true?

A) Objectives should not be developed for the first group meeting.
B) Planning should not include developing special visual aids as it may be difficult to hold the attention of a group with aids alone.
C) Information must be gathered about the concerns of each and every person who will attend the meeting.
D) Attempt should not be made to assess the buyers' nonverbal cues because people are greatly inhibited in a group setting.
E) The salesperson should avoid informal presentations when making a sales call on a group of buyers.

Question 64

Phoebe,a sales representative,is so excited during her sales presentation that she does not hear the customer's question correctly.She gives a brief,inappropriate answer,and continues with her presentation.Phoebe's behavior in this scenario reflects the operation of _____.

A) selective perception
B) listening discrimination
C) active listening
D) deep selling
E) feature dumping

Question 65

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) "Is your current machine difficult to repair?"
D) "What kind of scanner program are you currently using?"
E) "Do storms disrupt your electrical power?"

Question 66

"Do you have trouble keeping your delivery trucks running?" is an example of a(n)_____ question in the SPIN technique.

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

Question 67

Viveca asked the supermarket manager,"How many dollars' worth of frozen food do you buy each month?" In the context of the SPIN technique,this question would be categorized as a(n)_____ question.

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

Question 68

A salesperson for FS Tools asked Justin,a 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 69

Howard,a salesperson for Kemco Sanitation Systems,told a 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." Howard's statement reflects _____ in this scenario.

A) problems
B) needs
C) attributes
D) features
E) benefits

Question 70

Quinton is a sales representative for Hawk Eye Surveillance Solutions,and it is his job to sell the closed circuit cameras his company manufactures.During a meeting with Jimmy,the owner of a very popular bookstore,Quinton wants to highlight the need for his product.He asks Jimmy,"What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique,Quinton is using a(n)_____ question here.

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

Question 71

A balanced presentation occurs when a salesperson:

A) creates very high expectations from his product or service in the prospect's mind.
B) allows equal speaking time for both the salesperson and the prospect.
C) provides adequate focus on all sides of the sales situation.
D) proves consistently that the competitor's products have nothing better to offer.
E) avoids any comparison of his offer with that of his competitors.

Question 72

Angie wants to discover the needs of her prospect,and to do so she needs to acquire a lot of useful information.Which of the following questions is likely to help her maximize the knowledge she has of her customer's business?

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 73

A 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) skill.
B) attribute.
C) benefit.
D) feature.
E) need.

Question 74

Gloria is showing a prospect how her company's logistical support system will reduce delivery time for their projects.Gloria is engaged in a:

A) feature presentation.
B) comparative advantage proposal.
C) customer relationship management simulation.
D) customer benefit proposition.
E) customer feedback exercise.

Question 75

Quinton is a sales representative for Hawk Eye Surveillance Solutions,and it is his job to sell the closed circuit cameras his company manufactures.During a meeting with Jimmy,the owner of a very popular bookstore,Quinton wants to introduce his product.He asks Jimmy,"What is the result of having so many shoplifters at your store? Do you have a lot of inventory shrinkage because of shoplifting?" In the context of the SPIN technique,Quinton is using a(n)_____ question here.

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

Question 76

When Lani meets new prospects for the first time,she opens by telling them that if they give her just 20 minutes,she can save them at least $100 dollars per year on their home insurance premiums.Unfortunately,her success rate of closing sales is only about 30 percent.Which of the following,if true,could explain her poor performance in closing deals?

A) Lani spends an adequate amount of time and effort collecting precall information.
B) Lani's prospects receive a comprehensive idea of the various features offered by her company.
C) Lani routinely takes an hour or more to conclude her sales meetings satisfactorily.
D) Lani is often seen to make adjustments to the sales situation to incorporate the needs of the prospect.
E) Lani does a good job of highlighting the features, advantages, and benefits of her offer to all prospects she meets.

Question 77

Speaking to the owner at a large shopping mall store,the security system salesperson said,"Do you know how many shoplifters you can actually catch each year?" In the context of the SPIN technique,this question would be categorized as a(n)_____ question.

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

Question 78

When applying the problem/solution selling model,_____ is the term used for the problems of the client that the salesperson is partially aware of.

A) features
B) issues
C) situations
D) benefits
E) business model

Question 79

Juan,a sales representative for Max Consultants,was trying to convince a retailer to outsource his telemarketing department to his company.He said,"My company is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America,Europe,and Asia." Juan was emphasizing his company's _____ in this scenario.

A) strategic objectives
B) features
C) turnover
D) system integrators
E) benefits

Question 80

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?" In the context of the SPIN technique,the salesperson is using a(n)_____ question here.

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