Question 1

"Benefitizing" in a sales presentation refers to the practice of translating features of a product into benefits believed to be of value to the customer.

Accepted Answer

A) True 
 B)False

Question 2

The salesperson should learn to follow up on everything that she/he requests others in the company do for the customer.

Accepted Answer

A) True 
 B)False

Question 3

"How do you feel about the delivery performance of your current supplier?" is an example of a:

Accepted Answer

A)  permission question. 
B)  fact-finding question. 
C)  feeling-finding question. 
D)  checking question. 
E)  reaction question. 
A)  permission question. 
B)  fact-finding question. 
C)  feeling-finding question. 
D)  checking question. 
E)  reaction question.

Question 4

"Would you prefer to buy the standard or premium model?" is an example of which closing technique:

Accepted Answer

A)  alternative choice. 
B)  summary close. 
C)  assertive close. 
D)  assumptive close. 
E)  none of the above. 
A)  alternative choice. 
B)  summary close. 
C)  assertive close. 
D)  assumptive close. 
E)  none of the above.

Question 5

Written sales proposals have the following advantage:

Accepted Answer

A)  less chance of misunderstanding because both parties do not have to rely on memory. 
B)  improve communication to buying or executive committees. 
C)  durability that allows multiple readings and evaluations. 
D)  both a and b above. 
E)  all of the above. 
A)  less chance of misunderstanding because both parties do not have to rely on memory. 
B)  improve communication to buying or executive committees. 
C)  durability that allows multiple readings and evaluations. 
D)  both a and b above. 
E)  all of the above.

Question 6

Most door-to-door direct marketing firms use which sales presentation process?

Accepted Answer

A)  standardized presentation 
B)  problem solution 
C)  needs satisfaction 
D)  affective response 
E)  both a and d above 
A)  standardized presentation 
B)  problem solution 
C)  needs satisfaction 
D)  affective response 
E)  both a and d above

Question 7

As a rule, customers do not buy products or services, they buy a set of benefits that address their problems.

Accepted Answer

A) True 
 B)False

Question 8

Salespeople should anticipate possible customer concerns that may arise during a sales call and prepare strategies to address them.

Accepted Answer

A) True 
 B)False

Question 9

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a_____________ discovery question.

Accepted Answer

A)  close-ended 
B)  permission 
C)  problem 
D)  checking 
E)  open-ended 
A)  close-ended 
B)  permission 
C)  problem 
D)  checking 
E)  open-ended

Question 10

The best advice about when to close is to close early and decisively.

Accepted Answer

A) True 
 B)False

Question 11

Common task motives for buying include:

Accepted Answer

A)  better quality. 
B)  less output. 
C)  greater costs. 
D)  less profit. 
E)  more effort. 
A)  better quality. 
B)  less output. 
C)  greater costs. 
D)  less profit. 
E)  more effort.

Question 12

In the selling process, which of the following activities would occur first (before all the others):

Accepted Answer

A)  answering objections. 
B)  determining customer needs. 
C)  delivering a sales presentation. 
D)  closing the sale. 
A)  answering objections. 
B)  determining customer needs. 
C)  delivering a sales presentation. 
D)  closing the sale.

Question 13

An example of a problem-solution type of selling process is when clients pay EDS to perform an extended study of their information needs before recommending an information system.

Accepted Answer

A) True 
 B)False

Question 14

Many salespeople are reluctant to close - the major reason being fear of rejection.

Accepted Answer

A) True 
 B)False

Question 15

An example of a need-satisfaction type of selling process is when EDS studies a client's business operation for six months before recommending an information system solution.

Accepted Answer

A) True 
 B)False

Question 16

The Wilson Learning Corporation's method for handling objections involves which of the following steps?

Accepted Answer

A)  clarifying the real issue with questions 
B)  asking for action to determine the buyer's commitment 
C)  listening to the buyer's feelings 
D)  both a and c of the above 
E)  all of the above 
A)  clarifying the real issue with questions 
B)  asking for action to determine the buyer's commitment 
C)  listening to the buyer's feelings 
D)  both a and c of the above 
E)  all of the above

Question 17

According to the findings of a study comparing successful with less successful salespeople, successful people will open the selling process by focusing on product benefits.

Accepted Answer

A) True 
 B)False

Question 18

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

Accepted Answer

A)  share the concern with the buyer 
B)  clarify the real issue 
C)  problem solve 
D)  present alternative solutions 
E)  none of the above 
A)  share the concern with the buyer 
B)  clarify the real issue 
C)  problem solve 
D)  present alternative solutions 
E)  none of the above

Question 19

"What is the size of the customer's business?" is a question that should be answered in the transactional stage of the selling process.

Accepted Answer

A) True 
 B)False

Question 20

Most buyers volunteer to buy without the salesperson needing to explicitly ask for the order.

Accepted Answer

A) True 
 B)False

"Benefitizing" in a sales presentation refers to the practice of translating features of a product into benefits believed to be of value to the customer.

The salesperson should learn to follow up on everything that she/he requests others in the company do for the customer.

"How do you feel about the delivery performance of your current supplier?" is an example of a:

"Would you prefer to buy the standard or premium model?" is an example of which closing technique:

Written sales proposals have the following advantage:

Most door-to-door direct marketing firms use which sales presentation process?

As a rule, customers do not buy products or services, they buy a set of benefits that address their problems.

Salespeople should anticipate possible customer concerns that may arise during a sales call and prepare strategies to address them.

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a_____________ discovery question.

The best advice about when to close is to close early and decisively.

Common task motives for buying include:

In the selling process, which of the following activities would occur first (before all the others):

An example of a problem-solution type of selling process is when clients pay EDS to perform an extended study of their information needs before recommending an information system.

Many salespeople are reluctant to close - the major reason being fear of rejection.

An example of a need-satisfaction type of selling process is when EDS studies a client's business operation for six months before recommending an information system solution.

The Wilson Learning Corporation's method for handling objections involves which of the following steps?

According to the findings of a study comparing successful with less successful salespeople, successful people will open the selling process by focusing on product benefits.

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

"What is the size of the customer's business?" is a question that should be answered in the transactional stage of the selling process.

Most buyers volunteer to buy without the salesperson needing to explicitly ask for the order.

Introduction to Selling and Sales Management

Strategy and Sales Program Planning

Sales Opportunity Management

Account Relationship Management

Sales Force Organization

Recruiting and Selecting Personnel

Training

Leadership

Ethical Leadership

Motivating Salespeople

Compensating Salespeople

Evaluating Sales Force Performance

Estimating Potentials and Forecasting Sales

Territory Design

Sales Force Investment and Budgeting

Filters

Exam 5: Customer Interaction Management

"Benefitizing" in a sales presentation refers to the practice of translating features of a product into benefits believed to be of value to the customer.

The salesperson should learn to follow up on everything that she/he requests others in the company do for the customer.

"How do you feel about the delivery performance of your current supplier?" is an example of a:

"Would you prefer to buy the standard or premium model?" is an example of which closing technique:

Written sales proposals have the following advantage:

Most door-to-door direct marketing firms use which sales presentation process?

As a rule, customers do not buy products or services, they buy a set of benefits that address their problems.

Salespeople should anticipate possible customer concerns that may arise during a sales call and prepare strategies to address them.

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a_____________ discovery question.

The best advice about when to close is to close early and decisively.

Common task motives for buying include:

In the selling process, which of the following activities would occur first (before all the others):

An example of a problem-solution type of selling process is when clients pay EDS to perform an extended study of their information needs before recommending an information system.

Many salespeople are reluctant to close - the major reason being fear of rejection.

An example of a need-satisfaction type of selling process is when EDS studies a client's business operation for six months before recommending an information system solution.

The Wilson Learning Corporation's method for handling objections involves which of the following steps?

According to the findings of a study comparing successful with less successful salespeople, successful people will open the selling process by focusing on product benefits.

According to Wilson Learning Corporation's process for addressing customer concerns, what is the first thing you should do after listening to a client's concern?

"What is the size of the customer's business?" is a question that should be answered in the transactional stage of the selling process.

Most buyers volunteer to buy without the salesperson needing to explicitly ask for the order.

Introduction to Selling and Sales Management

Strategy and Sales Program Planning

Sales Opportunity Management

Account Relationship Management

Sales Force Organization

Recruiting and Selecting Personnel

Training

Leadership

Ethical Leadership

Motivating Salespeople

Compensating Salespeople

Evaluating Sales Force Performance

Estimating Potentials and Forecasting Sales

Territory Design

Sales Force Investment and Budgeting

Filters