Question 1

A benefit is whatever provides the customer with personal advantage or gain.

Accepted Answer

A) True 
 B)False  True

Question 2

The Whirlpool company most likely created a house filled with company products so that salespeople could:

Accepted Answer

A)  conduct tests with competing products 
B)  see the full life cycle of the appliances 
C)  become familiar with the products 
D)  bring customers to see the products in use 
E)  explore price configuration options 
A)  conduct tests with competing products 
B)  see the full life cycle of the appliances 
C)  become familiar with the products 
D)  bring customers to see the products in use 
E)  explore price configuration options C

Question 3

Salespeople who can develop a sales proposal that contains specific information about the return on investment are more likely to get a favorable response from key decision makers.

Accepted Answer

A) True 
 B)False  True

Question 4

Plant tours do not represent a good source of product information.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is a buyer benefit that could be used by a person selling automobile tires?

Accepted Answer

A)  steel belted 
B)  service in all fifty states 
C)  30,000-mile rating 
D)  manufactured in the U.S.A. 
E)  greater driving safety 
A)  steel belted 
B)  service in all fifty states 
C)  30,000-mile rating 
D)  manufactured in the U.S.A. 
E)  greater driving safety

Question 6

A collection of beliefs,behaviors and work patterns held in common by people employed by a specific firm is a(n):

Accepted Answer

A)  organizational value 
B)  organizational culture 
C)  mission statement 
D)  strategic philosophy 
E)  corporate vision 
A)  organizational value 
B)  organizational culture 
C)  mission statement 
D)  strategic philosophy 
E)  corporate vision

Question 7

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, 9-5. 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

A)  free fabric softener on any drop-off order 
B)  free pick-up and delivery Monday to Friday from 9 am to 5 pm 
C)  free pick-up and delivery seven days a week from 6 am to 11 pm 
D)  drop-off and pick-up of laundry only on weekends, when customers are not as stressed 
E)  keeping the laundromat open 24 hours a day 
A)  free fabric softener on any drop-off order 
B)  free pick-up and delivery Monday to Friday from 9 am to 5 pm 
C)  free pick-up and delivery seven days a week from 6 am to 11 pm 
D)  drop-off and pick-up of laundry only on weekends, when customers are not as stressed 
E)  keeping the laundromat open 24 hours a day

Question 8

Customized service agreements add value to a sale by:

Accepted Answer

A)  allowing salespeople to charge more money for features that are usually free 
B)  requiring salespeople to spend more time with customers 
C)  convincing customers to spend more money on longer terms 
D)  incorporating the customer's special priorities, feelings, and needs 
E)  requiring that customers trust salespeople to keep their verbal promises 
A)  allowing salespeople to charge more money for features that are usually free 
B)  requiring salespeople to spend more time with customers 
C)  convincing customers to spend more money on longer terms 
D)  incorporating the customer's special priorities, feelings, and needs 
E)  requiring that customers trust salespeople to keep their verbal promises

Question 9

Quantifying the solution can be performed with a cost-benefit analysis or with a(n):

Accepted Answer

A)  frequency analysis 
B)  regression analysis 
C)  feature-benefit presentation 
D)  pricing model 
E)  ROI calculation 
A)  frequency analysis 
B)  regression analysis 
C)  feature-benefit presentation 
D)  pricing model 
E)  ROI calculation

Question 10

Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge.The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds.Which of the following statements represents the most effective presentation of this feature?

Accepted Answer

A)  "We have recently developed the only office copy machine that features a quick change toner cartridge." 
B)  "After years of research and development, our engineers have developed a quick change toner cartridge." 
C)  "If you purchase one of our copy machines, you will enjoy the benefits of a quick change toner cartridge." 
D)  "All of our copy machines are equipped with a quick change toner cartridge, which means you no longer waste time replacing an empty toner cartridge." 
E)  "We have set a new industry standard with the quick change toner cartridge." 
A)  "We have recently developed the only office copy machine that features a quick change toner cartridge." 
B)  "After years of research and development, our engineers have developed a quick change toner cartridge." 
C)  "If you purchase one of our copy machines, you will enjoy the benefits of a quick change toner cartridge." 
D)  "All of our copy machines are equipped with a quick change toner cartridge, which means you no longer waste time replacing an empty toner cartridge." 
E)  "We have set a new industry standard with the quick change toner cartridge."

Question 11

Ray 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 Ray 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

A)  developing a product configuration 
B)  establishing a strategic priority 
C)  qualifying product benefits 
D)  quantifying product features 
E)  creating a value statement 
A)  developing a product configuration 
B)  establishing a strategic priority 
C)  qualifying product benefits 
D)  quantifying product features 
E)  creating a value statement

Question 12

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.
-Sean,a ShipNow salesperson,has a meeting scheduled with Zippy Shoes,an online shoe retailer that ships hundreds of packages each day.Sean expects that price will be a significant barrier to closing the sale with Zippy Shoes.What should Sean most likely do to prepare for price objections?

Accepted Answer

A)  Base the Zippy Shoes deal on prices offered to smaller ShipNow customers. 
B)  Calculate the commission on the Zippy Shoes deal to ensure that it is fair and equitable. 
C)  Refer all pricing questions to the ShipNow accounting department to ensure an accurate ROI. 
D)  conduct a cost-benefit analysis to determine the savings Zippy Shoes should expect by using ShipNow. 
E)  Ask a supervisor for the authorization to set a range of shipping prices for Zippy Shoes that are based on industry standards. 
A)  Base the Zippy Shoes deal on prices offered to smaller ShipNow customers. 
B)  Calculate the commission on the Zippy Shoes deal to ensure that it is fair and equitable. 
C)  Refer all pricing questions to the ShipNow accounting department to ensure an accurate ROI. 
D)  conduct a cost-benefit analysis to determine the savings Zippy Shoes should expect by using ShipNow. 
E)  Ask a supervisor for the authorization to set a range of shipping prices for Zippy Shoes that are based on industry standards.

Question 13

Throughout the sales presentation,it is usually best to:

Accepted Answer

A)  describe the weakness of competing products frequently 
B)  discuss competing products even if you are unfamiliar with them 
C)  avoid shifting attention away from your product to competing products 
D)  refuse to answer any questions about competing products 
E)  be proactive about discussing competing products 
A)  describe the weakness of competing products frequently 
B)  discuss competing products even if you are unfamiliar with them 
C)  avoid shifting attention away from your product to competing products 
D)  refuse to answer any questions about competing products 
E)  be proactive about discussing competing products

Question 14

In terms of product knowledge,salespeople:

Accepted Answer

A)  can know too much about the products they sell 
B)  are often better off appearing to be "in the dark" at times 
C)  should provide prospects with limited product information 
D)  cannot, generally, know too much about the products they sell 
E)  should assume the stance of novice users to develop customer empathy 
A)  can know too much about the products they sell 
B)  are often better off appearing to be "in the dark" at times 
C)  should provide prospects with limited product information 
D)  cannot, generally, know too much about the products they sell 
E)  should assume the stance of novice users to develop customer empathy

Question 15

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, 9-5. 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.
-Given Clyde's observations about his customers,which of the following would be the best product configuration to increase Quick-Clean business?

Accepted Answer

A)  offering extended hours and free pick-up and delivery of laundry 
B)  training employees to fold clothes in a distinctive pattern 
C)  using bags labeled with the laundromat logo and address 
D)  using floral-scented laundry detergent on all orders 
E)  hiring workers with extensive laundry experience 
A)  offering extended hours and free pick-up and delivery of laundry 
B)  training employees to fold clothes in a distinctive pattern 
C)  using bags labeled with the laundromat logo and address 
D)  using floral-scented laundry detergent on all orders 
E)  hiring workers with extensive laundry experience

Question 16

A problem a salesperson could run into with regard to knowing the product extensively is:

Accepted Answer

A)  relying on written proposals 
B)  conducting a thorough presentation 
C)  knowing more than the other salespeople 
D)  exhibiting a bad attitude at sales meetings 
E)  misjudging the customer's product knowledge 
A)  relying on written proposals 
B)  conducting a thorough presentation 
C)  knowing more than the other salespeople 
D)  exhibiting a bad attitude at sales meetings 
E)  misjudging the customer's product knowledge

Question 17

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

Accepted Answer

A)  overview 
B)  schedule 
C)  objective 
D)  hypothesis 
E)  rationale 
A)  overview 
B)  schedule 
C)  objective 
D)  hypothesis 
E)  rationale

Question 18

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

Accepted Answer

A) True 
 B)False

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 sales director and consulting team discuss changing the entire sales model for the company by eliminating the sales representatives altogether and allowing customers to order on their own from the company Website.What is the best argument against this plan?

Accepted Answer

A)  The sales representatives rely on the income they receive from their jobs. 
B)  The products are complex and frequently require product configurations. 
C)  The company will need to alter its strategy to one based on e-commerce. 
D)  The products require quotation management systems for tax purposes. 
E)  A request for proposal is required for all government sales. 
A)  The sales representatives rely on the income they receive from their jobs. 
B)  The products are complex and frequently require product configurations. 
C)  The company will need to alter its strategy to one based on e-commerce. 
D)  The products require quotation management systems for tax purposes. 
E)  A request for proposal is required for all government sales.

Question 20

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

Accepted Answer

A)  Knowledge of a company's history is essential to selling that company's product. 
B)  Product knowledge is not as important as selling technique for a professional salesperson. 
C)  Knowledge of one's product or service is not important in all areas of professional selling. 
D)  The extensive variety of available products in the market complicates the buying process. 
E)  Salespeople who learn and impart too much product knowledge hinder the buying process. 
A)  Knowledge of a company's history is essential to selling that company's product. 
B)  Product knowledge is not as important as selling technique for a professional salesperson. 
C)  Knowledge of one's product or service is not important in all areas of professional selling. 
D)  The extensive variety of available products in the market complicates the buying process. 
E)  Salespeople who learn and impart too much product knowledge hinder the buying process.

A benefit is whatever provides the customer with personal advantage or gain.

The Whirlpool company most likely created a house filled with company products so that salespeople could:

Salespeople who can develop a sales proposal that contains specific information about the return on investment are more likely to get a favorable response from key decision makers.

Plant tours do not represent a good source of product information.

Which of the following is a buyer benefit that could be used by a person selling automobile tires?

A collection of beliefs,behaviors and work patterns held in common by people employed by a specific firm is a(n):

Customized service agreements add value to a sale by:

Quantifying the solution can be performed with a cost-benefit analysis or with a(n):

Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge.The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds.Which of the following statements represents the most effective presentation of this feature?

Throughout the sales presentation,it is usually best to:

In terms of product knowledge,salespeople:

A problem a salesperson could run into with regard to knowing the product extensively is:

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

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

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

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters

Exam 6: Creating Product Solutions

A benefit is whatever provides the customer with personal advantage or gain.

The Whirlpool company most likely created a house filled with company products so that salespeople could:

Salespeople who can develop a sales proposal that contains specific information about the return on investment are more likely to get a favorable response from key decision makers.

Plant tours do not represent a good source of product information.

Which of the following is a buyer benefit that could be used by a person selling automobile tires?

A collection of beliefs,behaviors and work patterns held in common by people employed by a specific firm is a(n):

Customized service agreements add value to a sale by:

Quantifying the solution can be performed with a cost-benefit analysis or with a(n):

Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge.The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds.Which of the following statements represents the most effective presentation of this feature?

Throughout the sales presentation,it is usually best to:

In terms of product knowledge,salespeople:

A problem a salesperson could run into with regard to knowing the product extensively is:

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

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

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

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: a Key to Adaptive Selling Today

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Negotiating Buyer Concerns

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: the Key to Greater Sales Productivity

Management of the Sales Force

Filters