Question 1

List the seven guidelines listed in the text for communicating with customers about problems after the sale.

Accepted Answer

Listen carefully to what the customer has to say. Never argue. Always show empathy. Don't make excuses. Be systematic. Make notes about everything related to the complaint. Express appreciation.

Question 2

Win-win solutions come:

Accepted Answer

A) When the buyer is ready. 
B) After the trial close. 
C) At any point in the dialogue between buyer and seller. 
D) After closely following the step-by-step empathy sales training process. 
A) When the buyer is ready. 
B) After the trial close. 
C) At any point in the dialogue between buyer and seller. 
D) After closely following the step-by-step empathy sales training process. C

Question 3

In a balance sheet closing the ______________ column is used to find out what is holding the prospect back from buying.

Accepted Answer

A) Reasons for buying. 
B) Reasons for objections. 
C) Remaining questions 
D) All of the choices are correct. 
A) Reasons for buying. 
B) Reasons for objections. 
C) Remaining questions 
D) All of the choices are correct. C

Question 4

Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?

Accepted Answer

A) Harboring a bad attitude. 
B) Uncertainty about what to do after the close. 
C) Talking instead of listening. 
D) Using a "one size fits all" approach to closing. 
A) Harboring a bad attitude. 
B) Uncertainty about what to do after the close. 
C) Talking instead of listening. 
D) Using a "one size fits all" approach to closing.

Question 5

The core of selling is:

Accepted Answer

A) Closing. 
B) Negotiation. 
C) Observing and responding to buying signals. 
D) Prospecting. 
A) Closing. 
B) Negotiation. 
C) Observing and responding to buying signals. 
D) Prospecting.

Question 6

There is always one right way to close a sale.

Accepted Answer

A) True 
 B)False

Question 7

In relationship selling,closing is a natural progression of the process.

Accepted Answer

A) True 
 B)False

Question 8

Describe nonverbal buying signals salespeople can look for.

Accepted Answer

Four typical nonverbal buying signals ar

Question 9

At the end of her sales presentation,Robin restates the components of her value proposition,asking the customer if what she has said is correct.Robin is using a _______________ closing.

Accepted Answer

A) Direct. 
B) Summary-of benefits. 
C) Balance sheet. 
D) Buy-now. 
A) Direct. 
B) Summary-of benefits. 
C) Balance sheet. 
D) Buy-now.

Question 10

Salespeople who believe in themselves and their product display:

Accepted Answer

A) Empathy. 
B) A positive attitude. 
C) Active listening. 
D) Rejection control. 
A) Empathy. 
B) A positive attitude. 
C) Active listening. 
D) Rejection control.

Question 11

Why should salespeople learn different approaches to closing?

Accepted Answer

Knowing different ways to comm

Question 12

The model for relationship selling and sales management is:

Accepted Answer

A) Linear. 
B) A step process. 
C) Nonlinear. 
D) Circumscribed. 
A) Linear. 
B) A step process. 
C) Nonlinear. 
D) Circumscribed.

Question 13

Customer complaints:

Accepted Answer

A) Should be encouraged. 
B) Are the result of performance gaps. 
C) Should not be avoided. 
D) All of the choices are correct. 
A) Should be encouraged. 
B) Are the result of performance gaps. 
C) Should not be avoided. 
D) All of the choices are correct.

Question 14

Carla pays close attention to customers' verbal and nonverbal cues that they are ready to make a commitment to purchase.Carla is good at observing:

Accepted Answer

A) Empathy. 
B) Buying signals. 
C) Silence. 
D) Rejection. 
A) Empathy. 
B) Buying signals. 
C) Silence. 
D) Rejection.

Question 15

One of the most powerful closing tools putting the ball into the prospect's court is:

Accepted Answer

A) Silence. 
B) The assumptive close. 
C) The direct close. 
D) The alternative choice close. 
A) Silence. 
B) The assumptive close. 
C) The direct close. 
D) The alternative choice close.

Question 16

The core of selling is negotiation.

Accepted Answer

A) True 
 B)False

Question 17

What are the most common sources of post-sale performance gaps?

Accepted Answer

The five most common post-sale

Question 18

A customer complaint is an invitation to

Accepted Answer

A) Cut your losses. 
B) Generate new prospects. 
C) Provide service to make them happy. 
D) A lawsuit. 
A) Cut your losses. 
B) Generate new prospects. 
C) Provide service to make them happy. 
D) A lawsuit.

Question 19

What does a salesperson need to do to make the closing a natural part of the sales process?

Accepted Answer

If a salesperson has done the job well-u

Question 20

When considering all the different closing methods,it is important to customize the technique depending on:

Accepted Answer

A) The buyer. 
B) The situation. 
C) The buyer and the situation. 
D) None of the choices are correct.The technique should always be used in the same way. 
A) The buyer. 
B) The situation. 
C) The buyer and the situation. 
D) None of the choices are correct.The technique should always be used in the same way.

List the seven guidelines listed in the text for communicating with customers about problems after the sale.

Win-win solutions come:

In a balance sheet closing the ______________ column is used to find out what is holding the prospect back from buying.

Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?

The core of selling is:

There is always one right way to close a sale.

In relationship selling,closing is a natural progression of the process.

Describe nonverbal buying signals salespeople can look for.

At the end of her sales presentation,Robin restates the components of her value proposition,asking the customer if what she has said is correct.Robin is using a _______________ closing.

Salespeople who believe in themselves and their product display:

Why should salespeople learn different approaches to closing?

The model for relationship selling and sales management is:

Customer complaints:

Carla pays close attention to customers' verbal and nonverbal cues that they are ready to make a commitment to purchase.Carla is good at observing:

One of the most powerful closing tools putting the ball into the prospect's court is:

The core of selling is negotiation.

What are the most common sources of post-sale performance gaps?

A customer complaint is an invitation to

What does a salesperson need to do to make the closing a natural part of the sales process?

When considering all the different closing methods,it is important to customize the technique depending on:

Introduction to Relationship Selling

Using Information to Understand Sellers and Buyers

Value Creation in Buyer-Seller Relationships

Ethical and Legal Issues in Relationship Selling

Prospecting and Sales Call Planning

Communicating the Sales Message

Negotiating for Win-Win Solutions

Self-Management: Time and Territory

Salesperson Performance: Behavior,Motivation,and Role Perceptions

Recruiting and Selecting Sales-people

Training Sales-People for Sales Success

Sales-Person Compensation and Incentives

Evaluating Sales-Person Performance

Filters

Exam 8: Closing the Sale and Follow-Up

List the seven guidelines listed in the text for communicating with customers about problems after the sale.

Win-win solutions come:

In a balance sheet closing the ______________ column is used to find out what is holding the prospect back from buying.

Which of the following closing mistakes can result in a lost sale after the buyer has already made a commitment?

The core of selling is:

There is always one right way to close a sale.

In relationship selling,closing is a natural progression of the process.

Describe nonverbal buying signals salespeople can look for.

At the end of her sales presentation,Robin restates the components of her value proposition,asking the customer if what she has said is correct.Robin is using a _______________ closing.

Salespeople who believe in themselves and their product display:

Why should salespeople learn different approaches to closing?

The model for relationship selling and sales management is:

Customer complaints:

Carla pays close attention to customers' verbal and nonverbal cues that they are ready to make a commitment to purchase.Carla is good at observing:

One of the most powerful closing tools putting the ball into the prospect's court is:

The core of selling is negotiation.

What are the most common sources of post-sale performance gaps?

A customer complaint is an invitation to

What does a salesperson need to do to make the closing a natural part of the sales process?

When considering all the different closing methods,it is important to customize the technique depending on:

Introduction to Relationship Selling

Using Information to Understand Sellers and Buyers

Value Creation in Buyer-Seller Relationships

Ethical and Legal Issues in Relationship Selling

Prospecting and Sales Call Planning

Communicating the Sales Message

Negotiating for Win-Win Solutions

Self-Management: Time and Territory

Salesperson Performance: Behavior,Motivation,and Role Perceptions

Recruiting and Selecting Sales-people

Training Sales-People for Sales Success

Sales-Person Compensation and Incentives

Evaluating Sales-Person Performance

Filters