Deck 11: Closing the Beginning of a New Relationship

Question 1

Before addressing an objection makes for a great time to trial close.

Answer 1

False

Question 2

If a prospect says no the first time, the salesperson should simply stop and end the presentation.

Answer 2

False

Question 3

The 2^nd L in the SELL sequence deals with looking out for opportunities to cross-sell other products or services.

Answer 3

False

Question 4

An important characteristic of good closers is that they have the ability face rejection while remaining positive.

Question 5

An example of a strong buying signal is when the prospect begins to carefully examine the product and starts to ask questions.

Question 6

Trial closes can be both verbal and nonverbal.

Question 7

A salesperson who is well prepared will often find that the closing occurs on its own even without the use of the 12 keys to a successful close.

Question 8

In order for a trial close to be effective, it has to be generic.

Question 9

Trial closes should be vague, so the prospect does not feel pressurized.

Question 10

"What size of rungs do you prefer?" is considered a closing statement.

Question 11

A salesperson should always be on the lookout for buying signals when making a sales presentation.

Question 12

Often the close of the sale comes after the approach.

Question 13

When prospects enter the conviction stage of the mental buying process, they often will provide the salesperson with buying signals.

Question 14

The trial close is synonymous with needs-analysis.They are both designed to uncover buyer needs.

Question 15

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

Question 16

The textbook identifies 12 keys to a successful close.One of those critical steps is to use a trial close after overcoming each objection.

Question 17

A salesperson should attempt to close at least twice before moving on.

Question 18

Trial closes should never consist of any closed ended questions.

Question 19

Closing is considered one giant step.

Question 20

If a customer says nothing immediately after a closing attempt, the salesperson should continue to stay quiet.

Question 21

If the salesperson finds his prospect is in a bad or hostile mood, it is usually a good idea to avoid trying to close.

Question 22

Because the buying situation is dynamic, salespeople cannot preplan the close to use with a particular prospect.

Question 23

Cross selling can effectively provide you with more sales and improve the customer purchase experience.

Question 24

The business proposition deals with discussions around such issues as costs, margins, and value analysis.

Question 25

A salesperson using graphs, charts, tables, and pictures on a projector to recommend a purchase suggestion is involved in a technology close.

Question 26

If a salesperson is having difficulty closing, it is because he/she is predetermining that the prospect will end up buying the product.

Question 27

Every time John sells a new computer, he makes a point of asking the customer the following, "May I suggest you purchase accidental damage insurance for your new laptop!"
John is using a technique called add-on selling.

Question 28

The textbook introduces ten different closing techniques a salesperson may use.Of these, the best technique is the summary-of-benefits technique.

Question 29

To a degree, the minor-points close is similar to the alternative-choice close.

Question 30

The compliment close is effective when you talk to prospects who are self-styled experts.

Question 31

The most popular way to close a sales call involves a summary-of-benefits that interested the prospect.

Question 32

If the sales presentation is well done; prospect centric, includes strong two-way communication, and trial closes have been done after each objection then, the closing portion of the presentation should be easy.

Question 33

In sales, aggressiveness and assertiveness describe the same behaviour.

Question 34

When faced with an indecisive buyer, a salesperson should consider using the balance sheet close.

Question 35

Of the different closing techniques available, the salesperson needs to choose the technique that fits the situation best.

Question 36

It is okay for the cross-sell to increase 25% cost in order to add value for the client.

Question 37

Assertiveness is expressing our thoughts, feelings, and beliefs in a direct, honest, and appropriate way.An example of an assertiveness statement is; "Your organization cannot grow without our product."

Question 38

"I would like to show you how our product will help you attain your sales targets." This statement is an example of an aggressive statement.

Question 39

"If we find a way to eliminate the need for a backup system and guarantee 100% system availability, would such an arrangement work for you?" In this example, the salesperson is using the concession close technique.

Question 40

Salespersons should learn to recognize and deal with negative customer attitudes when they arise.

Question 41

Which of the following statement about the first L in the SELL sequence is correct?

A)list the features
B)let the customer talk
C)lead into the benefits
D)listen carefully
E)lead into costs

Question 42

Kim just attempted a trial close and received positive feedback from her client.Which of following should be Kim's next logical step?

A)Since the feedback is positive, Kim should move the presentation forward to the close stage
B)Since the feedback is positive, Kim should move the presentation forward to another trial close stage
C)Since the feedback is positive, Kim should move the presentation forward to determine objections stage
D)Since the feedback is positive, Kim should move back to the presentation stage
E)Since the feedback is positive, Kim should move the presentation.back to the approach stage

Question 43

Edward used the following trial close on his client, "Did you think this feature was important to you?" and the client replied back by saying "No." This needs analysis question should have been asked in which part of the sales process?

A)Approach
B)Presentation
C)Pre-approach
D)Prospecting
E)Close

Question 44

Which of the following is the best example of a proper trial close performed by a salesperson selling to a buyer at the head office of a large drug store chain?

A)"Is that something your customers would be interested in?"
B)"How important is just-in-time delivery for you?"
C)"Is this larger 750 gram size something that you would want?"
D)"Do our order lead times seem realistic to you?"
E)"How does that sound?"

Question 45

While working with a customer at your weekend job at a plant nursery, you notice he is closely examining a garden cart, measuring the dimensions of the cart and contents.What is this customer indicating to the salesperson?

A)he is prospecting
B)he wants to ask a question
C)you are receiving a buying signal
D)it's a good time to attempt a boomerang close
E)you should discuss the FABs

Question 46

Sadio just attempted a trial close and received negative feedback from his client.Which of the following should be Sadio's next logical step?

A)Since the feedback is negative, Sadio should move the presentation forward to the close stage
B)Since the feedback is negative, Sadio should move the presentation forward to another trial close stage
C)Since the feedback is negative, Sadio should move the presentation forward to determine objections stage
D)Since the feedback is negative, Sadio should move back to the presentation stage
E)Since the feedback is negative, Sadio should move the presentation.back to the approach stage

Question 47

Using a trial close helps the salesperson in determining all of the following except:

A)Whether the prospect likes your product's FABs
B)Whether the prospect is interested in another product
C)Whether the salesperson has successfully overcome the objection
D)Whether any other objections remain
E)Whether the prospect is ready to close the deal

Question 48

Whether the salesperson provides a verbal or a nonverbal trial close, in both cases the trial close will highlight the prospect's:

A)Mood
B)Objection
C)Feedback
D)Relationship
E)Black box

Question 49

The prospect asks a person from a neighbouring office to come in and asks what she thinks about your proposition.In what stage of the buying process is the prospect likely in?

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

Question 50

One of the biggest gripes purchasing agents have is that salespeople take it personally when they don't get the order.

Question 51

What should a professional salesperson do immediately after saying the following: "Great, shall I put in an order for 1000 units at $1.00 each to be delivered in the next few days?"

A)Discuss additional benefits and tell the prospect why he/she should buy today.
B)Be totally silent and patiently wait for a reply from the prospect.
C)Wait for 5 seconds and help the prospect answer the question.
D)If the prospect doesn't answer for 5 seconds, then go back to your presentation.
E)Distract the client while he/she is deciding.

Question 52

According to the textbook, what is a recommended time for a salesperson to stay quiet after asking for an order?

A)5 seconds
B)10 seconds
C)15 seconds
D)20 seconds
E)30 seconds

Question 53

Which of the following describes a good time to use a trial close?

A)during the prospecting stage
B)after a caution signal
C)after answering an objection
D)immediately after closing the sale
E)during the approach stage

Question 54

What process involves the showing of a product feature, explaining the advantage, leading into a benefit, and then letting the customer talk by asking a question?

A)selling process
B)close
C)FAB close
D)SELL sequence
E)trial close

Question 55

What does the E in the SELL sequence remind you the salesperson to do during a sales presentation?

A)expand on the features
B)explain the advantage
C)extract buyer's needs
D)elicit the close
E)ensure product's benefits

Question 56

Which of the following is NOT an example of a question a salesperson may use to answer a prospect's buying signal question?

A)What quantity are you looking to buy?
B)When are you available to meet for the presentation?
C)Would you prefer to lease or finance this purchase?
D)What sizes are you looking for?
E)When do you want the delivery?

Question 57

Peter, a prospect tells the salesperson the following; "Perfect, I will take 250 computers at $500.00 each to be delivered next week." Generally speaking, the salesperson should now begin to re-tell Peter why this purchase will work out well for him.

Question 58

Which of these conditions is not an opportunity to use a trial close?

A)after an important FAB is described
B)after successfully addressing an objection
C)immediately after mentioning an important product feature
D)when the salesperson requires some element of feedback from the prospect
E)when the prospect has asked for a potential delivery date

Question 59

When is NOT the best time to close?

A)Approach
B)Another day
C)Multiple closes
D)Early in the presentation
E)Three months later

Question 60

In which stage of the sales process do most experienced salespersons close the deal?

A)immediately after the presentation
B)after benefits
C)during the pre-approach
D)directly after the pre-approach
E)after demonstration

Question 61

Duarte returned to head office and was very proud of a recent deal.He managed to convince a prospect to pay full price for a product, knowing that he could have discounted the price marginally for this long-term customer.He said the following to his manager; "I won, he lost!" How would you describe Duarte's behaviour?

A)Aggressive
B)Empathetic
C)Sympathetic
D)Assertive
E)Self-confident

Question 62

Which of the following statements about the key to successful closing is true yet counterintuitive?

A)Preparation is key to successfully closing a deal.
B)Confirming objections are fully addressed, is key to success.
C)Closing the deal is often the easiest part of the process.
D)Being optimistic is key to success.
E)Meaningful and targeted presentations are keys to success.

Question 63

Arthur is a sales trainer.One of the salespeople Arthur works with named Regina finds the close is the hardest part of the sales presentation.Arthur knows that to help Regina he has to determine why she finds closing so hard.Which of the following is NOT a potential area Arthur should explore about Regina's challenges with closing?

A)has a mental block caused by a previous failure to make a sale
B)is using a poorly prepared presentation
C)lacks confidence that she can close
D)decides on her own that the prospect will not want the product
E)the types of closing methods being used

Question 64

The textbook recommends a minimum number of times a salesperson should attempt to close "before you count yourself out of the sale." What is that minimum number?

A)one
B)two
C)three
D)four
E)dependent on the situation and the prospect

Question 65

During the closing process, a car salesperson asks the customer the following question: "Would you like a 3 or 5-year extended warranty with your new purchase?" Which closing technique is this salesperson using?

A)the T-account close
B)the alternative-choice close
C)negotiation close
D)the assumptive close
E)urgency close

Question 66

You are selling golf carts to a country club manager.The manager agrees to order three dozen carts.What should you do after finalizing the sale?

A)collect the money for the order
B)take a few moments to visit socially in order to cement the social relationship between the two of you
C)use a trial close to try to get additional sales
D)leave
E)invite the client to go have a couple of drinks to celebrate

Question 67

Which of the following is NOT a correct statement dealing with a salesperson who wants to close more business?

A)ask for the order and be quiet
B)avoid asking for the order more than twice so prospect will not be offended
C)take into consideration the customer's point of view in everything he does and says
D)tailor his close to each prospect
E)believe he can close the sale successfully

Question 68

When Michelle treats her prospects with respect and consciously seeks a win-win situation, what is she doing?

A)being aggressive
B)being passive
C)being assertive
D)being empathetic
E)being passive-aggressive

Question 69

Even though the prospect had not yet agreed to buy, the salesperson said, "I'll make sure the carpeting is delivered to your house on Saturday." Which of the following terms best describes this statement?

A)urgency
B)alternative-choice
C)minor-points
D)assumptive
E)negotiation

Question 70

Which of the following closing techniques can be used in specific (as opposed to common) situations?

A)Alternative choice
B)Probability
C)Negotiation
D)Summary-of-benefits
E)Minor points

Question 71

Which of the following closing techniques is NOT used in specific (as opposed to common) situations?

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

Question 72

Which of the following is NOT a question which will allow a salesperson to test his/her assertiveness?

A)Do you readily accept criticisms and objections?
B)Do you have confidence in your own judgement and recommendations?
C)Do you express your thoughts, feelings, and beliefs in an indirect way?
D)Are you able to refuse unreasonable requests made by buyers?
E)If someone else has a better solution, do you accept it easily?

Question 73

Under what specific situation is the assumptive close especially effective?

A)when the summary-of-benefits has been provided
B)when only two choices have been provided
C)when the prospect/customer trusts the salesperson
D)when the purchase decision is complex
E)when the product is relatively new in the market with little track history

Question 74

One of your most inexperienced colleagues is having problems closing deals.She asks for your advice given your reputation as a "closer." Which of the following is NOT an advice you would provide her?

A)Be prepared and make sure you rehearse your presentation.
B)While making the presentation, use trial closes to move your prospect towards answering "yes" to the buy question.
C)Don't be afraid to ask for the business - they expect you to.
D)Try to anticipate potential objections your prospect may put through your way and have an answer ready.
E)Don't over prepare - just go with the flow.Your natural abilities will come to the surface.

Question 75

The textbook offers several great tips on how to close more consistently.Which of the following tips is NOT referenced in the textbook?

A)tailor your close to each prospect
B)be sure your prospect understands any jargon you may use
C)never stop at the first "no"
D)after asking for the order, be silent
E)setting personal goals is not significant

Question 76

Which of the following rules is NOT included on the text's list of twelve keys to successful closing?

A)Summarize benefits as related to the buyer's needs.
B)Ask for the order and then be quiet.
C)Assume the prospect is going to say "no."
D)Think that you're going to be successful.
E)Use trial closes during and after the presentation.

Question 77

According to the textbook, in what range would the number of closings be okay before they start to offend the prospect?

A)Two to four
B)Two to five
C)Three to four
D)Three to five
E)Three to six

Question 78

Angelo is trying to sell hand tools to a prospect who is not only a self-styled do-it-yourself expert, but who is also in a bad mood today.What closing technique would you suggest being used in this scenario?

A)summary-of-benefits
B)alternative-choice
C)ultimatum
D)compliment
E)probability

Question 79

A salesperson says to her prospect, "I would like to show you how our product will help you be successful." What is the salesperson doing?

A)being assertive
B)being overconfident
C)being direct
D)being aggressive
E)being overbearing

Question 80

To become a truly professional salesperson, you must be able to close under fire.What does the expression "close under fire" mean to a salesperson?

A)ignore the prospect's objections and ask for the order anyway
B)shift the burden of proof to the prospect
C)deal with interruptions and "keep on selling"
D)ask for the order even when the prospect is in a bad mood
E)ask the prospect to increase his or her order even when the prospect doesn't need additional products