Deck 13: Closing Begins the Relationship

Question 1

It is appropriate to use a trial close after discussing information relative to overcoming the objection.

Answer 1

True
Explanation: After discussing information relative to overcoming the objection, a salesperson should use a trial close to determine if the objection has been overcome and if there are other objections.

Question 2

A salesperson should attempt a close only once.To do otherwise makes the prospect think the salesperson is pushy.

Answer 2

False
Explanation: The successful salesperson does not stop with the prospect's first no but attempts multiple closes. If a customer says no, the salesperson should determine the nature of the objection and then return to the presentation.

Question 3

"Will you need one box of nails or two to go with those roofing shingles?" is an example of an alternative-choice close.

Answer 3

True
Explanation: The alternative choice does not give prospects a choice of buying or not buying, but asks which one or how many items they want to buy. The salesperson is asking if one or two boxes of nails is needed.

Question 4

According to the text,closing the sale should be the hardest part of the presentation.

Question 5

Closing is the process of helping people make decisions that will benefit them.

Question 6

Three closes is the maximum number of closes for any given sales presentation.

Question 7

The compliment close is particularly effective when you are calling on a prospect who has a big ego.

Question 8

You are calling on a new prospect.During the sales call,the prospect carefully scrutinizes the sample product that you have given him.This is an example of a buying signal.

Question 9

Robert,a pharmaceutical sales representative,is calling on the purchasing executive of a hospital for the first time.The assumptive closing technique is best suited for this sales call.

Question 10

According to the Golden Rule,a salesperson should not close the sale if the product is not suitable for the customer.

Question 11

A prospect that becomes increasingly anxious during a sales presentation is sending a buying signal.

Question 12

Salespeople should not attempt to close a sale before completing the sales presentation.

Question 13

The summary of benefits close is extremely useful if it targets a specific prospect's personality.

Question 14

Successful salespeople ask the closing question and then briefly summarize the product's benefits.

Question 15

The salesperson should not slow down a presentation even if the prospect is a slow thinker.

Question 16

The alternative-choice close allows prospects to choose between buying and not buying the product from the salesperson.

Question 17

A salesperson should ask for the order and remain silent until the buyer responds.

Question 18

A buying signal refers to anything the prospect says or does to indicate a readiness to buy.

Question 19

If you find your prospect is in a bad or hostile mood,it is usually a good idea to avoid trying to close.

Question 20

A retail salesman explains the features of a television.After listening to the salesman,the prospect asks,"How much is it?" This question is clearly an objection.

Question 21

During a sales call,a prospect was in a state of visible anxiety during the early stages of the sales presentation.However,towards the end of the presentation,the prospect became friendly and appeared relaxed.This description indicates that:

A) the buyer has hidden objections that need to be uncovered.
B) a stronger relationship has to be established before close.
C) the buyer wants to buy the product but at a later stage.
D) the buyer expects a significant discount.
E) the buyer is ready for a close.

Question 22

A T-account close is suitable if the buyer has a predetermined belief that the competitor's product is needed.

Question 23

Before making a close,a salesperson should put away all visual aids since they will distract the prospect.

Question 24

The T-account close is also called the minor-points close.

Question 25

If your experience as a salesperson is typical,your close will most often take place:

A) directly after the presentation.
B) directly after the follow-up.
C) soon before the preapproach.
D) soon after the preapproach.
E) soon after buying signals have been eliminated.

Question 26

Research shows that the summary of benefits close is the most powerful way to close a sales call.

Question 27

Using too many closed-ended questions can result in an unsuccessful sales call.

Question 28

A salesperson should attempt the close when the:

A) prospect is at the 'desire' stage of the mental buying process.
B) prospect is ready.
C) salesperson is ready.
D) salesperson has handled an objection successfully.
E) sales presentation is complete.

Question 29

Some prospects view the continuous-yes close as an insult to their intelligence.

Question 30

The use of a multiple-close sequence increases the probability of losing a sale.

Question 31

When using the T-account close,some salespeople discuss the reasons not to buy first,followed by the reasons to buy.

Question 32

A T-account close is based on the process that people use when they make a decision by weighing the pros against the cons.

Question 33

"I can defer the billing until the end of the month instead of a discount.Would you be happy with this arrangement?" This is an example of a negotiation close.

Question 34

While working with a customer at your weekend job in a furniture store,you notice the customer is closely examining a set of patio furniture.From your study of professional selling,you know that the customer is:

A) prospecting.
B) trying to be left alone.
C) sending a buying signal.
D) attempting to make a trial close.
E) showing objections to the product.

Question 35

The minor-points close is similar to the balance-sheet close.

Question 36

The prospect is likely to be in the _____ stage of the mental buying process when ready for a close.

A) attention
B) interest
C) desire
D) conviction
E) action

Question 37

A standing-room-only close is used to persuade an indecisive prospect to make a decision sooner rather than later.

Question 38

In most cases,the technology close confuses and bores prospects..

Question 39

The statement,"I'll place that order for six pallets of potting soil right now," is an example of an unethical close.

Question 40

The salesperson who tells the prospect,"Since the cost of this line of plastic utensils will increase next week,can I place your order for the product today?" is using the standing-room-only close.

Question 41

"Which do you want-the flexible goggles or the rubber frame goggles?" This is an example of a(n)_____ close?

A) Assumptive
B) Standing-room-only
C) Alternative-choice
D) Technology
E) Continuous-agreement

Question 42

Chavez told his customer,"I realize your degree in chemistry makes you the expert on insecticides,but I suggest that you try my company's new line of organic insecticides.Other dealers have had great success with this line,and I know this product would make your store the best in the town." What type of a close was Chavez using?

A) Standing-room-only
B) Compliment
C) Minor-points
D) Assumptive
E) Negotiation

Question 43

Which of the following is most likely true about a trial close?

A) A thwarted trial close means a sale will not occur.
B) Use a trial close during but not after a presentation.
C) Attempt a trial close after overcoming each objection.
D) A trial close is unnecessary when strong buying signals are given.
E) A trial close asks for a smaller quantity order compared to the real close.

Question 44

The _____ close requires the salesperson to ask the prospect a series of benefit questions.

A) assumptive
B) Ben Franklin
C) negotiation
D) continuous-yes
E) minor-points

Question 45

The compliment close is most effective when the prospect is:

A) a previous customer.
B) a friend or relative.
C) greedy.
D) nervous.
E) hostile.

Question 46

A salesperson calls one of his regular customers and says,"I'll call your order in this afternoon." This is an example of the _____ close.

A) compliment
B) alternative-choice
C) minor-points
D) assumptive
E) standing-room-only

Question 47

Which of the following is an example of alternative-choice closing technique?

A) I'll send you three cases of wine tomorrow.
B) Would you prefer orange flavor or lemon flavor?
C) This product has many advantages, so why not buy it?
D) Our offer will not last for long, so you have to act quickly.
E) I would give you a discount if you bought both of these today.

Question 48

Which of the following statements about the alternative-choice close is most likely true?

A) The alternative-choice close does not give the customer the opportunity to have a preference.
B) The alternative-choice close provides a choice between something and nothing.
C) The alternative-choice close assumes that the customer does not have a desire to buy.
D) The alternative-choice close assumes that the customer will only buy if tricked into believing a need exists for the product.
E) The alternative-choice close does not give the prospect a choice of buying or not buying.

Question 49

A salesperson can easily adapt FAB statements and the SELL Sequence to make a(n)_____ close.

A) alternative-choice
B) assumptive
C) summary-of-benefits
D) minor-points
E) direct

Question 50

A salesperson asks a prospect,"Would you prefer the freezer be on the top or bottom of the refrigerator?" This is an example of the _____ close.

A) summary-of-benefits
B) alternative-choice
C) T-account
D) assumptive
E) standing-room-only

Question 51

After the prospect indicates that she likes the product,the salesperson asks,"You like the fit,the color,and how these glasses darken,right? I think you should buy a few of these." This is an example of the _____ close.

A) summary-of-benefits
B) alternative-choice
C) minor-points
D) assumptive
E) assertive

Question 52

Miles sells greenhouse equipment.When meeting with Ray Dover,Miles said,"I talked to the owner of Tarpon Gardens today,and she said you have the best selection of roses of any grower in this area.I think my products can help you maintain healthy bushes with less work." What type of close did Miles use?

A) Negotiation
B) Assumptive
C) Compliment
D) Summary-of-benefits
E) Minor-points

Question 53

To become a truly professional salesperson,you must be able to close under fire.The expression "close under fire" means to:

A) shift the burden of obtaining proof to the prospect.
B) ignore the prospect's objections and ask for the order anyway.
C) sell to customers before they reach the conviction stage of buying.
D) ask for the order even when the prospect is hostile or in a bad mood.
E) ask the prospect to increase an order even when additional products are unnecessary.

Question 54

After the pharmaceutical salesperson asks for the order,the very next thing he should do is to:

A) describe the options from which the buyer may choose.
B) place his order pad on the counter and open it to a new page.
C) remain silent and wait for the prospect to respond.
D) offer the prospect an extra inducement to buy now.
E) confirm the size of his commission.

Question 55

Assume that a salesperson asks a prospect to buy,and surprisingly,the prospect agrees.What should the salesperson do now?

A) Discuss additional benefits
B) Be totally silent and remain still
C) Leave the office as soon as possible
D) Ask the customer for a future order
E) Use a trial close to seek additional sales

Question 56

As a general rule,you,as a salesperson,after receiving an order should leave the customer's office as soon as possible to avoid talking yourself out of the order.According to the text,it is not necessary for you to follow this rule if:

A) you are explaining how to use the product correctly for health and safety reasons.
B) you are asking the customer for the names of other potential prospects.
C) you are describing the full benefits of the customer's purchase.
D) the prospect buys before sooner than you expected.
E) the product is technologically complex.

Question 57

You are selling skiwear to the manager of a large ski resort.The manager has agreed to order ten down-filled jackets.After finalizing the sale,you should:

A) spend some more time with the client to build a trusting relationship.
B) explain the terms and conditions of the sale again.
C) use a trial close to try to get additional sales.
D) collect the order and leave.
E) invite the client to lunch.

Question 58

Mark is the salesperson of a large FMCG company.You are calling on the purchase agent of a restaurant to inform him about a new promotional offer and to ask for an order of 100 cases.When Mark enters the customer's place,he realizes that the customer is in a bad mood.How should Mark most likely respond to this situation?

A) Inform the agent about the promotion but do not request an order.
B) Ask for a rescheduled appointment and call on the agent later.
C) Attempt to close only once and leave if the prospect refuses.
D) Calmly get out of the scene to avoid possible conflicts.
E) Present the offer and ask for the order as usual.

Question 59

Even though the prospect had not yet agreed to buy,the salesperson said,"I'll make sure the carpeting is delivered to your house this Saturday." What type of close has the salesperson used?

A) Assumptive
B) Standing-room-only
C) Alternative-choice
D) Summary
E) Continuous-agreement

Question 60

"You like the rotating handles,blade length,and weight of these pruning shears,right?" The salesperson is using the _____ close.

A) compliment
B) alternative-choice
C) minor-points
D) summary-of-benefits
E) assumptive

Question 61

The _____ close permits the prospect to focus on identifying their real objections to making a purchase.

A) assumptive
B) balance-sheet
C) standing-room-only
D) probability
E) minor-points

Question 62

Even though Tristan and Adela had not placed their order,the salesperson asked the couple,"Would you prefer delivery of this dishwasher Thursday or Saturday?" This type of question is an example of a(n)_____ close.

A) compliment
B) assumptive
C) minor-points
D) alternative-choice
E) modified T-account

Question 63

The car salesperson says to the prospect,"I have written down all the reasons why you should buy the new Ford Expedition.I think this might convince you that this is the car for your family." The car salesperson is using a(n)_____ close.

A) summary-of-benefits
B) continuous-yes
C) minor-points
D) T-account
E) modified T-account

Question 64

When the salesperson helps her prospect make a two-column list with reasons in favor of buying on one side and reasons against buying on the other,she is using the _____ close.

A) summary-of-benefits
B) alternative-choice
C) minor-points
D) assumptive
E) T-account

Question 65

According to the text,which close is especially useful as a secondary or backup close?

A) T-account
B) Compliment
C) Alternative-choice
D) Assumptive
E) Minor-points

Question 66

The questions in the continuous-yes close should be:

A) open-ended to assess the prospect's needs.
B) designed to generate negative responses.
C) included in a brief product questionnaire.
D) based on the weakness of the competition.
E) based on benefits of the specific product.

Question 67

"Would you prefer the 16-inch or the 20-inch hedge clippers?" This statement is an example of _____ close.

A) T-account
B) Forestalling
C) Assumptive
D) Minor-points
E) Double-yes

Question 68

Which of the following is the best example of the standing-room-only close?

A) "I have made 5 packets for you and I will ship them soon?"
B) "Will you want the merchandise delivered on Friday or Monday?"
C) "We have only one more digital camera in stock, and we won't be receiving more until next month."
D) "The color of that suit looks beautiful with your skin tone, and the way it is cut really shows off your figure."
E) "These specific features make this computer monitor an absolute necessity for you."

Question 69

When compared to the T-account close,the modified T-account close:

A) uses debits and credits columns.
B) is similar to the continuous-yes close.
C) deals with the reasons for not buying.
D) can only be created by the prospect.
E) is similar to the summary-of-benefits close.

Question 70

Like the alternative-choice close,the _____ close asks the prospect to select between options.

A) continuous-yes
B) forestalling
C) minor-points
D) assumptive
E) compliment

Question 71

When talking to a prospect,a salesperson says,"I'm not sure if we have any more of those tires to fit your car.Would you want them if we have some in stock?" The salesperson is using a(n)_____ close.

A) probability
B) assumptive
C) minor-points
D) standing-room-only
E) balance-sheet

Question 72

Which of the following is most likely true regarding the summary-of-benefits close?

A) It is infrequently used by salespeople.
B) It aims at a specific prospect's personality.
C) It cannot be used easily as it involves a complex process.
D) The SELL sequence and FAB statements can be utilized.
E) It is not a straightforward method to close an industrial sale.

Question 73

What is the main similarity between the minor-points close and the alternate-choice close?

A) Buyers are hostile.
B) Risk factors are high.
C) Buyers are typically decisive.
D) Features and benefits are summarized.
E) Buyers must decide between two options.

Question 74

Which type of close is intended to motivate a prospect to act immediately?

A) Compliment
B) Summary-of-benefits
C) Alternative-choice
D) Standing-room-only
E) Balance-Sheet

Question 75

The purpose of the negotiation close is to:

A) overcome a prospect's objections that you are unable to answer directly.
B) make the prospect think haggling has led to the lowest price available.
C) determine who gets the better end of the deal.
D) get the prospect to reveal hidden objections.
E) find ways for both parties to have a fair deal.

Question 76

The salesperson has just asked the prospect to order three cases of pet flea collars,and his prospect says,"I want to think it over." Which close is recommended for this situation?

A) Probability
B) Modified balance-sheet
C) Minor-points
D) Assumptive
E) Balance-sheet

Question 77

Cassandra works for a manufacturer of cedar closet systems.As she negotiates with a buyer for Home Depot,Cassandra says,"The recent drought in Maine may seriously limit our ability to meet your needs for cedar products in the future." Cassandra is using a(n)_____ close.

A) probability
B) standing-room-only
C) minor-points
D) assumptive
E) balance-sheet

Question 78

The salesperson says,"Would you be willing to accept a limited 2-year warranty that only covers parts and not labor?" This is likely to be a _____ close.

A) negotiation
B) continuous-yes
C) summary-of-benefits
D) T-account
E) technology

Question 79

Which of the following statements is the best example of a minor-point close?

A) "I'll have that new mattress delivered to your house on Wednesday."
B) "Do you want those pillows in maroon or ebony?"
C) "So you really like the fabric color and texture as well as the shape and size of that sofa?"
D) "Your appreciation of that lamp just confirms my opinion of your impeccable tastes."
E) "I am not sure if I have your shoe size. Would you want a pair if I have them in stock?"

Question 80

Amanda is a B2B salesperson.She believes that the modified balance sheet close is best suited to sell her products.Amanda would most likely avoid:

A) openly listing the benefits of her products to prospects.
B) reminding the prospect of negative product attributes.
C) using technological aids for her presentations.
D) group presentations involving multiple buyers.
E) describing technical specifications of products.