Deck 11: Obtaining Commitment

Question 1

One psychological moment governs the complete success or failure of a sales presentation.

Answer 1

False

Question 2

The chances to obtain commitment increase rapidly when a salesperson tries to sell too many or too few units.

Answer 2

False

Question 3

If Mary's Nursery Company in Philadelphia quotes an FOB origin price to a buyer in Delaware,it means the buyer will pay the shipping costs.

Answer 3

True

Question 4

The right time to attempt to gain commitment is when a buyer appears ready,as evidenced by buying signals.

Question 5

Obtaining commitment is important in moving a sales account through the relationship process.

Question 6

"Free on board (FOB)installed" means that title and responsibility are transferred before an equipment is installed and operating properly.

Question 7

Typically,high-pressure closing is necessary when the salesperson has done a good job throughout the entire process of a sales call.

Question 8

Salespeople should rely solely on trial orders.

Question 9

Assertive salespeople attempt to create new needs in customers through persuasion.

Question 10

The most common type of discount is the quantity discount.

Question 11

The most straightforward,effective method of obtaining commitment is the benefit summary method.

Question 12

Assertive salespeople control the sales interaction but often do not gain commitment because they prejudge the customer's needs and fail to probe for information.

Question 13

The process of obtaining commitment always occurs at the end of a sales call.

Question 14

Because most salespeople ask closing questions,the final close is a natural part of the ongoing dialogue.

Question 15

The Ben Franklin method of closing a sale is used to list only the advantages of the product or service,not the disadvantages.

Question 16

A trial order is no commitment.

Question 17

Salespeople should never apologize for the price they present.

Question 18

In the context of credit terms,2/10,n/30 indicates a discount of two-tenths from a bill if it is paid within 30 days.

Question 19

Even without a buyer's commitment,sale can take place.

Question 20

Partnering methods of obtaining commitment are designed to reduce or eliminate choice.

Question 21

When closing a sale,there should be no surprises for the buyer.

Question 22

Part of being honest as a salesperson is showing the disappointment you feel if your prospect does not commit to do business with you.

Question 23

Why does a salesperson need to become proficient in obtaining commitment?

A) To spend more time with a buyer
B) To sell a product to a buyer who does not need it
C) To ensure future success for his or her company
D) To convince a buyer to do a favor by buying a product
E) To get every concession possible from a buyer

Question 24

The real reasons for not obtaining commitment must be covered.Only then can salespeople proceed intelligently to eliminate the barriers that obstruct sales.

Question 25

David has done his job well in presenting the product,showing how it meets the needs of his customer,and handling all questions and objections.David should:

A) decrease the price if the buyer seems to be uninterested.
B) avoid follow-ups as it might push the buyer to buy.
C) not pressurize the customer into making a commitment.
D) ask the buyer to do him a favor and buy his product.
E) do or expect all of these.

Question 26

After making a sale,the salesperson should avoid a follow-up,as the customer might get annoyed.

Question 27

Goodwill is never built by wasting the buyer's time after the business is concluded.

Question 28

Which of the following statements is true of obtaining commitment from a buyer?

A) Even without a buyer's commitment,a sale can take place.
B) Obtaining commitment deals only with securing an order.
C) The process of obtaining commitment occurs only toward the end of any sales call.
D) If obtaining commitment fails for any reason,the salesperson should argue or show his disappointment to the prospect.
E) Salespeople gain commitment repeatedly,for instance,when checking to see whether a customer's entire needs have been identified.

Question 29

The owner of Sherwyn's Hardware will receive a discount of 15 percent if she orders 12 or more Mandarin bird feeders from Darren Products.If she orders fewer than 12 bird feeders,she will not receive the _____ discount.

A) functional
B) trade
C) quantity
D) promotional
E) managerial

Question 30

Identify a true statement about closing techniques used in a major sale.

A) Salespeople are advised to concentrate on closing orders rather than on developing relationships with customers.
B) Reliance on closing techniques instead of engaging in identifying needs and providing solutions reduces the chances of making a sale.
C) A high-pressure close is necessary when the salesperson has done a good job throughout the process of obtaining commitment.
D) An emphasis on getting the sale no matter what raises the possibility of getting a commitment.
E) Closing receives very little emphasis in sales training.

Question 31

If Perkston's Aquatic Store,a retailer of aquarium fish and supplies,buys one 200-gallon fish tank from Merida's Aquarium Products,it will be billed $329.If it buys more than six in the upcoming year,it will get a 20 percent discount on each aquarium.This savings is referred to as a:

A) cumulative discount.
B) promotional allowance.
C) trade discount.
D) functional discount.
E) single-order discount.

Question 32

Kendall is the new owner of a catering company.She receives the invoice for a new walk-in refrigerator,which mentions "2/10,n/30." Which of the following statements accurately explains this?

A) She can get a 10 percent discount if she pays within two days of receiving the bill;otherwise,it is due at the end of the month.
B) She can get a 20 percent discount if she pays within ten days of receiving the bill;otherwise,it is due at the end of the month.
C) She can get a 2 percent discount if she pays within ten days of the invoice date;otherwise,the full amount is due in 30 days.
D) She can get a 30 percent discount if she pays within two days of receiving the bill,or she can get a 10 percent discount if she pays by the end of the month.
E) She can get a 10 percent discount if she pays within two days of receiving the bill;she will have to pay a 10 percent penalty if it is not paid within 30 days.

Question 33

The balance sheet method of obtaining commitment will never insult a buyer's intelligence.

Question 34

A probing method of obtaining commitment utilizes a series of questions to discover the reason behind a buyer's hesitation.

Question 35

Which of the following statements is true of shipping costs?

A) "FOB installed" indicates that the title and responsibility are transferred before an equipment is installed and used for operation.
B) FOB origin is also referred to as FOB installed.
C) The terms and conditions of a sale exclude shipping costs involved in transporting the goods.
D) Shipping costs are solely borne by the seller.
E) FOB destination means the buyer will take responsibility for goods once they reach the buyer's location and the seller will pay the freight.

Question 36

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron,a distributor of gardening equipment.The invoice she received on March 19 from The Brass Baron read,"2/15,n/30." If she pays the invoice on April 10:

A) she will get a 2 percent discount.
B) the price will be increased by 2 percent.
C) she will get no discount.
D) she will get a 15 percent discount.
E) the price will be doubled.

Question 37

If Louis,a salesperson,appears overly excited when he senses his prospects are about to commit,they may interpret his reactions as nonverbal cues indicating he is dishonest.

Question 38

After a salesperson obtains commitment,his or her job is over and other departments in the company take care of the rest of the sale.

Question 39

The owner of a pet store ordered $200 worth of bird feed from Cadmia Avicultural Research Inc.The invoice dated October 18 that was sent to the store owner mentioned "3/10,EOM." This detail indicates that if the store owner pays the bill on November 2:

A) the price will increase by 3 percent.
B) he will get a 3 percent discount.
C) he will get a 10 percent discount.
D) the price will be tripled.
E) he will get no discount.

Question 40

The decision to buy or not to buy should not focus on a signature.

Question 41

_____ salespeople control a sales interaction but often do not gain commitment because they prejudge the customer's needs and fail to probe for information.

A) Aggressive
B) Assertive
C) Empathetic
D) Confident
E) Determined

Question 42

Betty agreed to purchase a new CT scanner for her hospital under the terms of free on board (FOB)installed.Identify the terms and conditions of this sale.

A) The title and the responsibility of the scanner will not transfer until the equipment is fixed and operating properly.
B) The responsibility of the scanner will be with Betty once it is shipped.
C) The scanner will be shipped for free,but its installation will be charged to Betty.
D) Betty will have to assume responsibility for both the scanner and its shipping costs.
E) Betty will have to pay half of the shipping and installation charges.

Question 43

Which of the following statements is the best example of a trial close used by a salesperson selling refrigerator units to supermarkets?

A) "How does a savings of $30 per month on your refrigeration electricity bill sound?"
B) "Are you interested in how the oversized coil works to keep food cold and eliminate frost?"
C) "How does the ease of mobility of this unit compare with that of other refrigeration units you have seen?"
D) "Do you think you'd be interested in buying the optional illumination signage that comes with our units?"
E) All of these are examples of trial closes that could be used by a salesperson selling refrigerator units to obtain buyer commitment.

Question 44

Peter is the marketing manager of Alcafossil Watches Co.The company has introduced a new line of smartwatches into the market,and Peter is responsible for securing commitment from clients.Throughout the sales presentation,he asks questions like,"How does this sound to you so far?" In this scenario,Peter is using _____ to assess the pulse of the situation.

A) trial closes
B) trial order
C) closing cues
D) benefit statements
E) requirements

Question 45

Which of the following nonverbal signals indicates that a buyer is ready to make a commitment?

A) Arms folded tightly across chest
B) A forced smile
C) Eyes open and relaxed
D) Face and mouth covered by hands
E) All of these

Question 46

A prospective buyer says,"This is a great product you're selling.I don't know why someone didn't come up with this product years ago." In this scenario,the salesperson is most likely to perceive these comments as:

A) closing flags.
B) buying signals.
C) closing links.
D) spiffs.
E) purchase influencers.

Question 47

Which of the following statements is true of submissive salespeople?

A) They probe to uncover any latent needs or opportunities for sales.
B) They create new "needs" in customers through persuasion.
C) They prejudge the customer's needs and fail to probe for information.
D) They establish rapport quite effectively.
E) They are self-confident and positive.

Question 48

Candace enjoys meeting potential buyers.They always have a nice time discussing the products she represents.She assumes that since the prospect will buy when he or she is ready,there is no need for her to be pushy.She never tries to obtain commitment from the buyer because of her fear of rejection.Candace is a(n)_____ salesperson.

A) introversive
B) submissive
C) assertive
D) apathetic
E) aggressive

Question 49

Which of the following best exemplifies a buyer presenting his or her requirements?

A) "We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 100 units."
B) "Oh good,that cherry color matches the decor in our waiting room."
C) "I like the way your company responds to service requests."
D) "This software is much better than the one we are currently using.It will make processing customer data much easier."
E) "Oh,I like the way the equipment manufactured by your company is serviced."

Question 50

Identify a true statement about the financial terms and conditions of a sale.

A) Promo codes encourage large purchases by passing along savings resulting from reduced processing costs.
B) Free on board (FOB)installed indicates that title and responsibility of an equipment are transferred before it is installed and operating properly.
C) The terms and conditions of a sale do not include shipping costs.
D) Factors that affect price are the use of quantity and other discounts,as well as credit and shipping terms.
E) Figuring out the final actual price is easy,especially in situations with many options and packages rather than standardized products.

Question 51

Connor,the owner of a start-up,has studied his competitor's offerings,the value delivered by his company's products,and the cost of providing the product to customers.Based on this research,he has set the prices for his products.Because of this,Connor should:

A) never apologize for the price he quotes.
B) focus solely on price throughout his presentation.
C) remember that price is the only concern for customers.
D) aggressively discount list prices to ensure customer satisfaction.
E) not hesitate in overcharging his customers.

Question 52

Which of the following best exemplifies a prospect offering his or her own benefit statement?

A) "Our computer specialist must confirm that this new inventory system will work with our accounts receivable program."
B) "Oh good,that cherry color matches the decor in our waiting room."
C) "Studies show that machines manufactured by your company break down no more than your major competitors'."
D) "We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 units."
E) "The quality of the dump trucks produced by your company is too low for such a high price."

Question 53

Jessica has been answering the buyer's questions throughout her sales presentation and receiving positive signals from the buyer.When she gets to the final close,Jessica should:

A) push harder to get commitment.
B) expect the final close to be a natural part of the ongoing dialogue.
C) offer to restate all the benefits of the product so that the prospect can take the issue into consideration.
D) anticipate objections and answer them in advance.
E) do or expect none of these.

Question 54

_____ salespeople are self-confident and positive,and they maintain the proper perspective by being responsive to customer needs.

A) Impersonal
B) Apathetic
C) Submissive
D) Assertive
E) Aggressive

Question 55

Which of the following statements about obtaining commitment is FALSE?

A) To obtain commitment in a nonmanipulative manner,salespeople need to let the customer set the pace.
B) Customers dislike salespeople who display confidence in themselves,their products,and the company they represent.
C) Attempts to gain commitment must be geared to fit the varying reactions of each buyer.
D) All prospects expect enough information from the salesperson to enable them to evaluate a good or service properly.
E) Aggressive salespeople control a sales interaction but often fail to gain commitment because they prejudge the customer's needs.

Question 56

If Joe's Safety Supply Inc.quotes an FOB destination price to a factory buying five hazardous waste disposal units,it indicates that:

A) Joe's Safety Supply will pay all freight charges.
B) the factory will pay all freight charges.
C) the factory will assume complete responsibility for the units once they leave the Joe's Safety Supply loading dock.
D) Joe's Safety Supply and the factory will split all shipping charges.
E) the factory will pay for any damage caused to the units while shipping.

Question 57

"I don't understand why you're afraid to commit to this new ad program," said Barry,a sales representative of a popular radio station,to the marketing manager of a large retail store."Our radio station is offering you a chance to be heard around the clock and all over town.If you sign today,we can have your ad on air starting the day after tomorrow.No other radio station offers such an extensive advertising service.So,would you prefer your ad being broadcast every 60 minutes or every 30 minutes?" In this scenario,Barry would be classified as a(n)_____ salesperson.

A) aggressive
B) empathetic
C) unassertive
D) passive
E) submissive

Question 58

If Berylia Nursery Company quotes an FOB origin price to a plant retailer,it indicates that:

A) the retailer will be reimbursed for all plants that die in transit.
B) Berylia will pay all shipping costs.
C) the plant retailer will pay all shipping costs.
D) Berylia and the plant retailer will split the shipping costs.
E) Berylia will take complete responsibility for the product until it reaches the plant retailer.

Question 59

A buyer's comments are often the best indication that he or she is considering commitment.When the buyer says,"This is a great product you're selling.I don't know why someone didn't come up with this idea years ago," the salesperson should categorize this statement as a _____ statement.

A) closing
B) buffer
C) benefit
D) direct-request
E) synergistic

Question 60

Jeremy,a manager at Delsy Fashions Inc. ,was interested in the fabrics presented by Derick,a sales executive at Fabon Co.Jeremy had a natural smile and a relaxed forehead during Derick's presentation.These nonverbal indications by Jeremy are called:

A) mirroring.
B) closing cues.
C) activity quotas.
D) nibbling.
E) style flexing.

Question 61

Which of the following statements about the probing method of obtaining commitment is FALSE?

A) The salesperson should begin by asking directly for a commitment.
B) The rep asks a series of questions designed to discover the reason for hesitation.
C) The method is especially effective with Japanese and Arab business prospects.
D) This method attempts to bring all pertinent issues into the open.
E) After successfully dealing with the prospect's concerns,the sales rep should seek commitment.

Question 62

Which of the following statements is true about the probing method of obtaining commitment?

A) The salesperson should never begin by asking directly for a commitment.
B) The rep should ask a series of questions designed to discover the reason for hesitation.
C) This method is especially effective with Japanese and Arab business prospects.
D) The salesperson should avoid attempts to resolve issues concerning the prospect.
E) After successfully dealing with the prospect's concerns,the sales rep should avoid a follow-up and let the prospect think over what has just been said.

Question 63

Which of the following statements is true of creative salespeople?

A) They understand the terms and conditions they have to work with.
B) They prejudge customers' needs and fail to probe for information.
C) They spend a lot of time talking about families,restaurants,and movies.
D) They aggressively create new "needs" in customers through persuasion.
E) They control a sales interaction but often fail to gain commitment.

Question 64

A salesperson asks,"Would you like me to place an order for your distribution center today?" In this scenario,he is using the _____ closing method.

A) benefit summary
B) direct request
C) balance sheet
D) assumptive
E) alternative choice

Question 65

In which of the following situations is the benefit summary method for obtaining commitment best used?

A) Getting a reorder on latex gloves
B) The purchase of a corporate jet that requires several meetings to hammer out all the details
C) A customer placing an order for a particular dish at a restaurant
D) The purchase of lobster to be served at a wedding feast
E) None of these

Question 66

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect but does not claim to be able to resolve the issues.

A) alternative choice
B) benefit summary
C) direct request
D) minor point
E) probing

Question 67

As Warren concluded his meeting with Christina,he said,"Congratulations,I know you're going to be glad you decided to use our service.There is no finer service available in New York City.Now let us make sure we get off to a great start! I will be here next Thursday to begin work." The immediate purpose of this dialogue was to:

A) have Christina agree to a larger order before he leaves.
B) get names of other prospects from Christina.
C) reduce postpurchase dissonance.
D) avoid an awkward silence while Warren gathered his things before leaving.
E) enhance his ability to manipulate Christina in the future.

Question 68

Haley,a sales manager at Aesthetic Krafts Company,manages the sales of office furniture for corporate companies.Recently,she presented two varieties of glass and mahogany desks to Jackson Realty Company's office managers.She did not want to overwhelm her customers with a wide range of varieties and designs.Identify the method of obtaining commitment used by Haley in this scenario.

A) The alternative choice close
B) The benefit-in-reserve close
C) The direct request method
D) The benefit summary method
E) The balance sheet method

Question 69

Harold asks his prospects several questions to understand the reasons for their hesitation in buying his product.He tries to identify all the issues and tries to solve them immediately.From this scenario,it is evident that he uses the _____ method of obtaining commitment.

A) alternative choice
B) benefit summary
C) direct request
D) minor point
E) probing

Question 70

As Rick attempted to obtain commitment from his prospect,he said,"You stated in your previous visit that you were looking for a product with a low cost as well as a long life.As I've mentioned in our previous presentations,our product has the lowest price in its class.And,according to industry reports,our product lasts 20 percent longer than our major competitors." This is an example of the:

A) balance sheet method.
B) direct request method.
C) assumptive close method.
D) benefit summary method.
E) alternative choice method.

Question 71

After two weeks of looking and comparing alternatives,Julie finally bought an iMac computer.For days following the purchase,she kept pondering if she should have purchased a different brand.In this scenario,Julie is experiencing _____.

A) postpurchase jitters
B) compromise complication
C) buyer's remorse
D) commitment insecurity
E) conspicuous consumption

Question 72

John,a sales rep of a pharmaceutical company,begins to fill out the order form as Mathew,a medical practitioner at St.Gregory's Medical Center,answers questions about the stock of medicines in the hospital.Which of the following traditional closing methods is being used by John in this scenario?

A) The emotional close
B) The minor-point close
C) The benefit-in-reserve close
D) The standing-room-only close
E) The assumptive close

Question 73

A telemarketer who was trying to get Chloe to change her Internet usage plan asked her,"Are you ready to switch now?" This scenario indicates that he was using the _____ closing method.

A) benefit summary
B) direct request
C) balance sheet
D) assumptive
E) alternative choice

Question 74

After important decisions,buyers may feel a little insecure about whether the choice was a wise one.This insecurity is called:

A) postpurchase dissonance.
B) regret at leisure.
C) prisoner's dilemma.
D) buyer's apology.
E) conspicuous consumption.

Question 75

A real estate agent told a prospective home buyer,"You seem to really like that last house we looked at,which is why I am informing you that one of the other agents in our office is scheduled to bring another couple out to take a second look at it this afternoon.I think you better go ahead and make an offer on it before it's too late." Which of the following traditional closing methods does the real estate agent appear to be using?

A) The emotional close
B) The minor-point close
C) The direct action close
D) The standing-room-only close
E) The assumptive close

Question 76

Which of the following is a reason why salespeople fail to obtain commitment?

A) Fear of asking
B) Displaying unwarranted excitement
C) Poor presentation
D) Speaking more than listening
E) All of these

Question 77

Identify the traditional closing method based on self-perception theory in which the buyer begins to perceive himself or herself as being agreeable.

A) The standing-room-only close
B) The minor-point close
C) The emotional close
D) The continuous yes close
E) The benefit-in-reserve close

Question 78

Kristy visited a car showroom as she wanted to buy a new car.While she was looking at a new range of compact luxury sport sedans on display,Edward,the salesperson,asked Kristy,"Which one do you like,the red one or the black?" "Black," she replied."Great,I will write it up!" responded Edward.Kristy was upset as she felt that she was being tricked into making a commitment.Which of the following traditional closing methods was used by Edward in this scenario?

A) The assumptive close
B) The minor-point close
C) The benefit-in-reserve close
D) The emotional close
E) The standing-room-only close

Question 79

As Rhonda discussed Sean's upcoming vacation plans with him,she said,"I know it is a big decision for you,and you want to be sure that the Great America Adventure Tour that you have opted for is the right decision for you.Why don't we list the pros and cons? On the positive side,the tour will allow you to see a unique side of the country.Now,what do you see on the negative side?" This is a partial example of the _____ method of obtaining commitment.

A) balance sheet
B) probing
C) assumptive
D) emotional close
E) benefit-in-reserve

Question 80

Identify a true statement about trial orders.

A) Salespeople who get trial orders have an actual commitment from their buyers.
B) Trial orders are automated orders for ordering parts and raw materials with specific delivery dates.
C) Trial orders are used to gain agreement on minor points of a sales procedure.
D) A trial order is no commitment,and all too often a buyer will agree to a trial just to get rid of the salesperson.
E) A buyer is committed to investing all the time needed to get the full benefit of the product or service purchased as a trial order.