Question 1

What should the salesperson focus on to differentiate ShipNow's product from other shipping services?

Accepted Answer

The salesperson should focus on the added value they create by simplifying the shipping process for the customer, which can be a key differentiator in a competitive market.

Question 2

Rob Fernández is a sales representative employed by Computer Resources,a computer supplier that develops customer solutions that combine computer hardware,software,installation,and training. When Rob brings together many parts of the company's product mix in order to develop a customized customer solution,this is referred to as:

Accepted Answer

Developing a product configuration refers to the process of bringing together different components of a product or service to create a customized solution for a customer. This is exactly what Rob Fernández is doing when he combines computer hardware, software, installation, and training to create a customer solution. Choices B, C, D, and E do not accurately describe the process that Rob is engaged in.

Question 3

The written proposal is best described as a(n):

Accepted Answer

A written proposal is a plan of action based on facts and assumptions, outlining the proposed solution to a problem or need. It may include pricing, but it is not solely focused on that aspect. A well-written proposal also demonstrates writing skills, and may include analysis of competing products and services, but its primary purpose is to present a clear and comprehensive plan for addressing a specific issue or opportunity. It is not simply a government formality that customers ignore or a standardized document with a pricing list.

Question 4

Which of the following statements is most likely true about products and product knowledge?

Accepted Answer

The extensive variety of products in the market can indeed complicate the buying process for consumers, making it challenging to choose among options. This complexity underscores the importance of product knowledge for salespeople to guide customers effectively.

Question 5

When a salesperson figures out what the customer's problem is,works with the customer to create a vision of a solution,and then comes up with a plan to realize that vision,it is called:

Accepted Answer

Solution selling involves identifying the customer's problem, creating a vision for a solution, and then coming up with a plan to realize that vision. It is a customer-oriented strategy that focuses on meeting the customer's needs rather than simply selling a product.

Question 6

Most written proposals include all of the following components EXCEPT a(n):

Accepted Answer

A hypothesis is not typically included in a written proposal, as proposals are generally used to outline a plan of action rather than to propose a specific hypothesis. The other components listed (overview, schedule, objective, rationale) are typically included in a proposal.

Question 7

The other laundromat,E-Z Clean,offers free pick-up and delivery during a narrow time frame,which is most likely an example of:

Accepted Answer

Offering free pick-up and delivery during a narrow time frame may be more convenient for the laundromat to manage based on their resources, rather than being a product developed specifically based on the customers' needs or industry information.

Question 8

Which term refers to the process by which a salesperson uncovers and clarifies a customer's problem,works with the customer to create a vision of how things could be better,and then develops a plan for implementing the vision?

Accepted Answer

The term that refers to the process described is solution selling. Solution selling involves actively listening to a customer's needs and then offering a customized solution that addresses those needs. It requires the salesperson to have a deep understanding of the customer's business and to work collaboratively with the customer to develop a plan for achieving their goals.

Question 9

Sean,a ShipNow salesperson,has a meeting scheduled with Zippy Shoes,an online shoe retailer that ships hundreds of packages each day. Sean is in the process of developing a written proposal that will be included with his sales presentation. Which of the following should most likely be addressed in the"Objective"part of the proposal?

Accepted Answer

The "Objective" part of the proposal should focus on how using ShipNow will benefit Zippy Shoes. It should clearly state the goals and objectives of the proposed solution and how it will address the needs of the customer. This will help to establish the value of the proposal and demonstrate how it can help the customer achieve their business goals.

Question 10

Quotation management software enables firms to prepare written proposals that comply with federal RFP guidelines.

Accepted Answer

The answer of Quotation management software enables firms to prepare...

Question 11

The increase in the number of products being introduced to the marketplace makes it easier for customers to assess what to buy and from whom.

Accepted Answer

The increase in the number of products being introduced to the marketplace can actually make it more difficult for customers to assess what to buy and from whom due to the overwhelming options and competition.

Question 12

A product strategy involves becoming a product expert and configuring value-added solutions.

Accepted Answer

A product strategy involves in-depth knowledge of the product, market research, analysis of customer needs, and creating solutions that add value to the product. This requires becoming a product expert to ensure that the product meets the needs of the customer and is appropriately positioned in the market.

Question 13

The sales director of a medium-sized company selling chemicals to the lumber industry has analyzed sales and found serious problems with the closing rate of sales representatives relative to the number of prospects. The sales director commissioned a research company to analyze the numbers in the CRM system and conduct interviews with prospects who became customers as well as with prospects who did not buy from the company. He also hired a sales training consultant to analyze the sales representatives and the training they receive.
-The sales director and consulting team discuss changing the entire sales model for the company by terminating the sales representatives and allowing customers to order on their own from the company website. What is the best argument against this plan?

Accepted Answer

The products sold are complex and frequently require product configurations, which may be difficult for customers to navigate on their own without the expertise of sales representatives. This could result in a loss of sales and potential customers seeking out competitors who offer more personalized sales assistance.

Question 14

The"invisible"customer who receives a salesperson's written proposal should most likely be considered a(n):

Accepted Answer

The "invisible" customer referred to in this context is most likely the decision maker. This is because they are the ones who ultimately make the purchasing decisions, even if they are not directly involved in the initial discussions or visible during the sales process.

Question 15

A customer walks into a ShipNow location with four boxes and a document envelope, all going to different destinations in different amounts of time with different security and notification needs.
-The ShipNow salesperson's job is most likely to:

Accepted Answer

The ShipNow salesperson's job is to provide a solution for the customer's complex shipping needs since the customer needs to send multiple boxes to different destinations with varying timeframes, security, and notification needs. The salesperson should offer different shipping options and help the customer choose the best option for each package, considering their unique requirements.

Question 16

A manufacturer tests,modifies,and retests an original idea several times before offering it to the consumer. This process is called:

Accepted Answer

The process described in the statement is product development. It involves testing, modifying, and retesting an original idea to create a final product to offer to consumers.

Question 17

Given Clyde's observations about his customers,which of the following would be the best product configuration to increase business at Quick-Clean?

Accepted Answer

Offering extended hours and free pick-up and delivery of laundry would address Clyde's observation that his customers are busy and time-limited, and would provide convenience and added value to his services. Additionally, free pick-up and delivery would make it easier for customers to use Quick-Clean and avoid the inconvenience of going to the laundromat themselves.

Question 18

A solution is a mutually shared answer to a recognized customer problem.

Accepted Answer

A solution is specifically designed to solve a customer problem and is something that is agreed upon and shared between the customer and the provider.

Question 19

The sales director of a medium-sized company selling chemicals to the lumber industry has analyzed sales and found serious problems with the closing rate of sales representatives relative to the number of prospects. The sales director commissioned a research company to analyze the numbers in the CRM system and conduct interviews with prospects who became customers as well as with prospects who did not buy from the company. He also hired a sales training consultant to analyze the sales representatives and the training they receive.
-The training consultant finds that the sales representatives do not have a strong product strategy. Without a proper product strategy,sales representatives are most likely unable to:

Accepted Answer

Without a strong product strategy, sales representatives may not have a clear understanding of which products are best suited for each customer's needs, making it difficult for them to choose the correct products to sell. This can lead to lower closing rates and lost sales opportunities. Developing a product strategy ensures that sales representatives have a clear understanding of the company's products and know how to effectively pitch them to customers.

Question 20

Clyde, the owner of Quick-Clean, a laundromat, notices that the laundromat across the street, E-Z Clean, offers free pick-up and delivery of laundry from Monday to Friday, 9:00 a.m. to 5:00 p.m. Clyde has observed that many Quick-Clean customers seem frazzled and overburdened both when they drop clothing off before work in the morning and when they pick up their clean laundry after work.
-What service could Clyde most likely offer to eliminate stress for his customers that his competitor does not offer?

Accepted Answer

By offering free pick-up and delivery seven days a week from 6 a.m. to 11 p.m., Clyde can eliminate the stress of having to drop off and pick up laundry during busy workdays. This service also sets Quick-Clean apart from E-Z Clean, as they only offer pick-up and delivery from Monday to Friday, 9:00 a.m. to 5:00 p.m. Free fabric softener or limited drop-off and pick-up times on weekends do not address the customers' primary source of stress. Keeping the laundromat open 24 hours a day may be helpful, but it does not necessarily eliminate the need for drop-off and pick-up times that conflict with work schedules.

Quiz 6: Creating Product Solutions