Deck 8: Making the Sales Call

Question 1

Ultimately,the goal of every salesperson should be to establish rapport with each customer.

Answer 1

True

Question 2

Closed questions usually help paint the broad strokes of a situation,whereas open questions help zero in on specific problems and attitudes.

Answer 2

False

Question 3

Experienced salespeople attempt to uncover a prospect's needs and problems at the start of the relationship.

Answer 3

True

Question 4

In the FEBA (features,evidence,benefits,agreement)approach to sales,salespeople mention the feature,provide evidence that the feature actually exists,explain the benefits,and then ask whether the buyer agrees with the value of the feature and benefit.

Question 5

In the context of a sales presentation,a drawback of the introduction opening is that it is complex and generates small talk.

Question 6

Closed questions encourage prospects to open up and share a great deal of information.

Question 7

If a salesperson makes a negative first impression when he meets a new buyer,he may never overcome the damage that impression causes in their business relationship.

Question 8

Need payoff questions are essentially problem centered.

Question 9

In the context of a sales presentation,one of the most important ways to ensure a good first impression is to be well prepared.

Question 10

When Mike,a sales manager,tells Ruth that she can save at least $25 per month by changing her long-distance service to BellSouth,he is using the benefit opening.

Question 11

When using the compliment opening,a salesperson must get down to business matters right away.

Question 12

An opening is essentially a method that aims to secure buyer commitment.

Question 13

Drivers and analyticals enjoy nonbusiness conversations more than amiables and expressives.

Question 14

In the context of a sales presentation,the talk about current news,hobbies,mutual friends,and the like that usually breaks the ice for the actual presentation is often referred to as "small talk."

Question 15

Ultimately,the objective of using implication questions is to help a prospect realize the seriousness of the identified problem.

Question 16

An advantage of the product opening is that it appeals to a prospect visually as well as verbally.

Question 17

The SPIN (situation questions,problem questions,implication questions,need payoff questions)technique is difficult to use when a seller is discussing only an opportunity and not real problems.

Question 18

When a sales representative makes a presentation,he or she should discuss product information right in the beginning before the buyer brings his needs and opinions into the picture.

Question 19

If a prospect responds negatively to a need payoff question,then the salesperson should not probe further.

Question 20

Inexperienced and unsuccessful salespeople tend to ask too many situation questions.

Question 21

During a trial close,a salesperson should avoid asking probing questions.

Question 22

Michael is a salesperson for a company that manufactures television sets.He begins his sales presentation with a prospect by telling him that he was recommended by the prospect's friend,Vincent.Michael tells the prospect,"Vincent said that you were interested in buying a television set with state-of-the-art technology.Our firm has just about the right type of television sets that could cater to your needs." In this case,Michael is using the _____ opening to get the attention of his prospect.

A) product
B) compliment
C) benefit
D) introduction
E) referral

Question 23

A way to establish credibility is to offer concrete evidence to back up verbal statements.

Question 24

For a salesperson trying to grab the attention of a new customer,it is desirable to:

A) call the customer by a friendly nickname.
B) use the customer's name in every second sentence of the meeting.
C) learn to pronounce the customer's name correctly.
D) use standard language like "Sir" or "Ma'am" in order to show respect.
E) request the customer to introduce himself or herself in the sales meeting.

Question 25

To establish credibility early in the sales call,a salesperson should clearly delineate the amount of time he or she will need and complete the presentation within the stated time frame.

Question 26

Which of the following is a method designed to get a prospect's attention and interest quickly and make a smooth transition to the next part of the presentation?

A) Opening
B) Style flexing
C) Probing
D) Canvassing
E) Seeding

Question 27

A trial close refers to the process of allowing a customer to use a product for a specified trial period in order to gather feedback.

Question 28

The purpose of a credibility statement is to help prospects identify their needs.

Question 29

Salespeople need to avoid assessing a prospect's reactions during a presentation as this can distract them from their sales pitch.

Question 30

Just as Brian,a sales manager,walked into a prospect's office carrying samples and his portfolio for the demonstration,he tripped and fell down right in front of the prospect.All his material for the presentation was scattered on the floor,and it took him almost five minutes to get things back on track.Because of the _____,the prospect is likely to permanently label Brian as clumsy and ineffectual.

A) contrast effect
B) halo effect
C) cue effect
D) primacy effect
E) mere exposure effect

Question 31

"Ms.Hallgren,thank you for seeing me today.My name is Daniel Mundt,and I'm with ServiceMaster." In the context of a sales presentation,this is an example of a(n)_____ opening.

A) compliment
B) curiosity
C) product
D) introduction
E) referral

Question 32

Dawn walks into a customer's office with her sales presentation planned and immediately recognizes that the customer is upset about something.In this situation,Dawn should:

A) maintain a happy and cheerful demeanor.
B) sit down immediately and start with the presentation.
C) ask if she should come back some other time for the meeting.
D) say something funny in an attempt to lighten up the customer's mood.
E) do all of these.

Question 33

A seller must expect less objections and interruptions in a group setting compared to selling to an individual.

Question 34

Which of the following is a desirable course of action when a salesperson finds out that a buyer will not be able to meet him or her at the appointed time?

A) Making use of the waiting time by completing other tasks
B) Leaving the buyer's office immediately
C) Trying to go over the barrier by directly meeting the buyer
D) Asking the receptionist to immediately contact the buyer requesting for an explanation
E) Waiting for hours to meet the buyer

Question 35

Nikola,a salesperson at a cosmetic firm,gives a sales presentation to Jarvis.When she begins her sales presentation,Jarvis assumes that she is a good and effective salesperson because he remembers an incident where she was polite and courteous to him.Since then,Jarvis always perceives Nikola to be good at her job.Which of the following phenomena best explains Jarvis's perception of Nikola?

A) The primacy effect
B) The halo effect
C) The hindsight bias
D) The bandwagon effect
E) The courtesy bias

Question 36

Selective perception is the act of hearing what one wants to hear,not necessarily what the other person is saying.

Question 37

Buyers are not interested in facts about a product or a seller's company unless those facts help solve their wants or needs.

Question 38

Rob,a salesperson,meets his customers,Jake and Neil.He greets Jake,a new customer,and takes him out on a tour of the city because he wants to develop a relationship of trust with him.With Neil,an old customer,Rob tries to follow up an order he had placed in his previous sales presentation.According to the Four A's (acknowledge,acquire,advise,assure)concept of the selling process,which of the following statements is true of Jake and Neil?

A) Jake is at the advise stage,whereas Neil is at the acknowledge stage.
B) Jake is at the assure stage,whereas Neil is at the acquire stage.
C) Jake and Neil are at the acquire stage.
D) Jake and Neil are at the assure stage.
E) Jake is at the acknowledge stage,whereas Neil is at the assure stage.

Question 39

In the context of sales presentations,the process of asking questions to know the pulse of the situation throughout the sales presentation is known as:

A) sales puffery.
B) seeding.
C) style flex.
D) trial close.
E) value analysis.

Question 40

When selling to resellers,salespeople need to focus solely on the seller's company rather than the needs of the ultimate consumer.

Question 41

"Mr.Rogers,if I could show you a way to increase sales in your bookstore by 20 percent per year,would you be interested?" probed Leesa.In this example,Leesa is using the _____ opening.

A) referral
B) rapport
C) product
D) introduction
E) question

Question 42

Which of the following pairs of individuals are most receptive to small talk?

A) Amiables and expressives
B) Analyticals and drivers
C) Analyticals and amiables
D) Drivers and expressives
E) Amiables and drivers

Question 43

A salesperson's best line of defense when something goes wrong during his sales presentation is to:

A) blame his assistant or secretary for not having prepared properly for the meeting.
B) ask the prospect if the meeting can be rescheduled for later.
C) continue in the presentation as though nothing went wrong.
D) maintain the proper perspective and a sense of humor.
E) do none of these.

Question 44

Which of the following is the best example of an open question?

A) Do you want your order to be delivered in the morning or in the afternoon?
B) Will you be buying three or four boxes of these customized candles?
C) Will you be paying cash or charging these items to your account?
D) Why do you consider June to be your most productive month?
E) Do you have a method to display the Christmas ornaments?

Question 45

Which of the following is an example of an open question?

A) Who invented this design?
B) Do you agree with new policy changes?
C) Do you believe in sharing access with your employees?
D) When did you last use the machine?
E) What steps do you take to remove the error?

Question 46

A(n)_____ opening involves actually providing a demonstration of a good or service as soon as a salesperson meets the prospect.

A) compliment
B) curiosity
C) product
D) introduction
E) referral

Question 47

Marissa designs customized jewelry and wants to sell her products through Gaia,a chain of boutiques retailing women's accessories.During her first meeting with the owner of Gaia,even before they settle down to talk,Marissa opens cases of rings,pendants,and earrings that she has designed and asks her prospect to try some samples on.Marissa is using the _____ opening method in this scenario.

A) implication
B) referral
C) compliment
D) product
E) positioning

Question 48

_____ require a prospect to go beyond a simple yes-no response and share a great deal of useful information.

A) Question openings
B) Introduction openings
C) Closed questions
D) Double-barreled questions
E) Open questions

Question 49

Which of the following is the most important characteristic of successful sales representatives?

A) Opening each sales call with a product demonstration
B) Handling positive reviews from customers
C) Being able to discover client needs
D) Using closing techniques effectively
E) Handling objections

Question 50

"This model 107 electric nail gun will reduce the amount of time your crew spends roofing a 3,000 square foot home by 30 percent.This will lower your labor costs and allow you to bid more competitively in the market for your service." This opening statement is an example of a(n)_____ opening.

A) compliment
B) curiosity
C) referral
D) introduction
E) benefit

Question 51

Which of the following statements is true about situation questions used under the SPIN (situations questions,problem questions,implication questions,need payoff questions)technique to identify a prospect's needs?

A) They are questions that are analytical in nature and analyze a buyer's reaction in a particular situation.
B) They are designed to understand how a buyer handles a situation effectively.
C) They are specific data-gathering questions about the attitudes and beliefs of a prospect toward his or her environment.
D) They should usually be answered through precall information gathering and planning.
E) They cannot be asked until some problem has been identified.

Question 52

A salesperson makes a sales presentation to customers Jake and Jason.During the presentation with Jake,the salesperson asks him,"How many people use your coffee machine?" During the presentation with Jason,the salesperson asks him,"Is the cost of maintaining your coffee machine becoming an issue?" Classify the question type based on the SPIN (situations questions,problem questions,implication questions,need payoff questions)technique used by salespeople to understand a prospect's needs.

A) The questions asked to Jake and Jason are need payoff questions.
B) The questions asked to Jake and Jason are problem questions.
C) The question asked to Jake is a need payoff question,whereas the question asked to Jason is an implication question.
D) The question asked to Jake is a situation question,whereas the question asked to Jason is a problem question.
E) The question asked to Jake is a need payoff question,whereas the question asked to Jason is a situation question.

Question 53

Speaking to the owner at a large shopping mall store,the security system salesperson said,"Do you know how many shoplifters you can actually catch each year?" In the context of the SPIN technique,this question would be categorized as a(n)_____ question.

A) situation
B) closed
C) implication
D) necessary
E) indication

Question 54

A salesperson for KLN Machines,Steve,began his meeting with a prospect by saying,"I noticed that you have a collection of antique thermometers in your outer office.My father has been collecting soda pop thermometers for almost fifteen years.What got you interested in collecting them?" In this scenario,Steve was trying to:

A) describe his product's features in detail to his prospect.
B) engage the prospect in reviewing his company's credibility statement.
C) establish rapport with the prospect by talking of a common interest.
D) examine the prospect's needs through some closed questions.
E) establish whether the prospect has the buying potential for his goods.

Question 55

George tries to sell his firm's new air conditioner to a prospect.He opens his sales presentation by talking about how the new air conditioner reduces the average power consumption by 33 percent and how it would save nearly $150 a month if the prospect runs the air conditioner for six hours every day.In this case,George is using the _____ opening.

A) benefit
B) introduction
C) compliment
D) curiosity
E) referral

Question 56

The booking agent for Moser Midway Rides walked into the management office for the Ohio State Fair and said,"The average family of four will spend 5.5 hours at the fair and spend between $60 and $70.How would you like to have that same family spend between $90 and $100 at your fair?" Which of the following methods of opening was the salesperson using in this scenario?

A) Question
B) Rapport
C) Product
D) Introduction
E) Referral

Question 57

Clara is a new salesperson for a pharmaceutical firm.When trying to get the attention of a prospect,she begins her sales presentation by stating her name and the name of the firm she represents instead of talking about the advantages of the firm's products.This is an example of a(n):

A) benefit opening.
B) product opening.
C) compliment opening.
D) introduction opening.
E) referral opening.

Question 58

Irene is a salesperson for Pro,a company selling sports and driving gear.Irene begins her meeting with a prospect by saying,"Driving an 18-wheel truck eight hours a day must be hard on you physically,but you can reduce some of that fatigue by putting this special cushion in your truck seat," and she hands a sample to her prospect.Irene is using the _____ opening.

A) compliment
B) curiosity
C) product
D) introduction
E) referral

Question 59

Which of the following is the best example of a benefit opening?

A) "Mr.Jackson at FS Tools thought you would appreciate the multitasking flexibility of my company's machine center."
B) "Good afternoon,Ms.King.My name is Harry Tillot,and I sell the world's finest veneers."
C) "Hello,Dr.Allen.Do you need an easier way to place insurance claims for your patients?"
D) "Mr.Tanner,I believe our laminating machine will significantly increase your product's quality."
E) "Hello,Ms.Dwight.My name is Darla,and I am selling Girl Scout cookies."

Question 60

Jordan,a senior salesperson for a steel firm,plans to get a huge investment from the owner of an automaker.He begins his sales presentation by saying to the owner,"Congratulations on being awarded the 'Innovative Automaker of the Year.' It is great to work with one of the pioneers of the automobile industry." Jordan is using the _____ opening in this scenario.

A) introduction
B) curiosity
C) product
D) compliment
E) referral

Question 61

A salesperson for a logistics software company makes a sales presentation to customers Isabel and Sylvia.During the presentation with Isabel,he asks her,"Is your current software difficult to fix?" During the presentation with Sylvia,he asks her,"What happens if you fail to deliver your products due to software issues?" Classify the question type based on the SPIN (situations questions,problem questions,implication questions,need payoff questions)technique used by salespeople to understand a prospect's needs.

A) The questions asked to Isabel and Sylvia are need payoff questions.
B) The question asked to Isabel is a situation question,whereas the question asked to Sylvia is a need payoff question.
C) The question asked to Isabel is a problem question,whereas the question asked to Sylvia is an implication question.
D) The question asked to Isabel is a need payoff question,whereas the question asked to Sylvia is a problem question.
E) The questions asked to Isabel and Sylvia are problem questions.

Question 62

The goal of implication questions under the SPIN (situation questions,problem questions,implication questions,need payoff questions)technique is to:

A) understand how well a salesperson responds to the prospect's problems.
B) identify the root cause of the prospect's problem.
C) help a prospect understand if a problem actually exists and if it requires a solution.
D) identify the current situation of the prospect.
E) find out if a salesperson can perform well under stressful conditions.

Question 63

Phoebe,a sales representative,is so excited during her sales presentation that she does not hear the customer's question correctly.She gives a brief,inappropriate answer,and continues with her presentation.Phoebe's behavior in this scenario reflects the operation of _____.

A) selective perception
B) listening discrimination
C) active listening
D) deep selling
E) feature dumping

Question 64

Gloria is showing a prospect how her company's logistical support system will reduce the delivery time for their projects.Gloria is engaged in a:

A) feature presentation.
B) comparative advantage proposal.
C) customer relationship management simulation.
D) customer benefit proposition.
E) customer feedback exercise.

Question 65

Juan,a sales representative for Max Consultants,was trying to convince a retailer to outsource his telemarketing department to his company.He said,"My company is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America,Europe,and Asia." Juan was emphasizing his company's _____ in this scenario.

A) strategic objectives
B) features
C) turnover
D) system integrators
E) benefits

Question 66

Quinton is a sales representative for Hawk Eye Surveillance Solutions,and it is his job to sell the closed circuit cameras his company manufactures.During a meeting with Jimmy,the owner of a very popular bookstore,Quinton wants to introduce his product.He asks Jimmy,"What is the result of having so many shoplifters at your store? Do you have a lot of inventory shrinkage because of shoplifting?" In the context of the SPIN technique,Quinton is using a(n)_____ question here.

A) rhetorical
B) problem
C) implication
D) necessary
E) indication

Question 67

Viveca asked the supermarket manager,"How many dollars' worth of frozen food do you buy each month?" In the context of the SPIN technique,this question would be categorized as a(n)_____ question.

A) situation
B) problem
C) implication
D) open
E) indication

Question 68

When applying the problem/solution selling model,_____ is the term used describing customer's needs.

A) features
B) issues
C) situations
D) benefits
E) business model

Question 69

A salesperson from Dun-Rite Equipment Company asks a supermarket manager,"If I can provide your meat department with on-the-site training at no extra charge,would you be interested?" In terms of the SPIN technique,this is an example of a(n)_____ question.

A) situation
B) problem
C) implication
D) benefit
E) need payoff

Question 70

A salesperson for FS Tools asked Justin,a cabinet maker,"If I can show you how to cut melamine,high-pressure laminates,and fine veneer without any chips or breaks,would that save you any money?" In terms of the SPIN technique,this is an example of a(n)_____ question.

A) situation
B) problem
C) implication
D) benefit
E) need payoff

Question 71

A salesperson talks to customers Vincent and Lee.During his presentation with Vincent,the salesperson asks him,"Would a new computer with advanced features resolve all your issues?" During his presentation with Lee,the salesperson asks,"How many people use your computer?" Classify the question type based on the SPIN (situations questions,problem questions,implication questions,need payoff questions)technique used by salespeople to understand a prospect's needs.

A) The questions asked to Vincent and Lee are problem questions.
B) The questions asked to Vincent and Lee are implication questions.
C) The question asked to Vincent is a problem question,whereas the question asked to Lee is a need payoff question.
D) The question asked to Vincent is a situation question,whereas the question asked to Lee is an implication question.
E) The question asked to Vincent is a need payoff question,whereas the question asked to Lee is a situation question.

Question 72

A(n)_____ is how a specific feature will help a particular buyer and is tied directly to the buying motives of a prospect.

A) agreement
B) need
C) benefit
D) characteristic
E) highlight

Question 73

Which of the following statements about selling to groups is true?

A) Objectives should not be developed for the first group meeting.
B) Planning should not include developing special visual aids as it may be difficult to hold the attention of a group with aids alone.
C) Information must be gathered about the concerns of each and every person who will attend the meeting.
D) Attempts should not be made to assess the buyers' nonverbal cues,because people are greatly inhibited in a group setting.
E) The salesperson should avoid informal presentations when making a sales call on a group of buyers.

Question 74

Julia,a salesperson for an automobile firm,explains all the attributes and benefits of a car to a customer in her sales presentation.The customer loses interest in her presentation because Julia overloads the presentation with attributes the customer was not interested in knowing and her presentation does not address her needs.This is an example of:

A) cold calling.
B) a negative opening.
C) a blitz.
D) a creeping commitment.
E) feature dumping.

Question 75

Quinton is a sales representative for Hawk Eye Surveillance Solutions,and it is his job to sell the closed circuit cameras his company manufactures.During a meeting with Jimmy,the owner of a very popular bookstore,Quinton wants to highlight the need for his product.He asks Jimmy,"What impact does inventory shrinkage have on your ability to make a reasonable profit?" In the context of the SPIN technique,Quinton is using a(n)_____ question here.

A) situation
B) problem
C) implication
D) benefit
E) need payoff

Question 76

A balanced presentation occurs when a salesperson:

A) creates very high expectations from his product or service in the prospect's mind.
B) allows equal speaking time for both the salesperson and the prospect.
C) provides adequate focus on all sides of the sales situation.
D) proves consistently that the competitor's products have nothing better to offer.
E) avoids any comparison of his offer with that of his competitors.

Question 77

In the context of the SPIN (situation questions,problem questions,implication questions,need payoff questions)technique used by salespeople to understand a prospect's needs,which of the following statements is true about need payoff questions?

A) They should be asked before a salesperson identifies issues related to a prospect's needs.
B) They are designed to identify and locate the problems faced by a prospect.
C) They should be asked immediately before a salesperson asks problem questions.
D) They are general data-gathering questions about background and current facts.
E) They are questions that salespeople ask about the usefulness of solving a problem.

Question 78

When Lani meets new prospects for the first time,she opens her sales presentation by telling them that if they give her just 20 minutes,she can save them at least $100 dollars per year on their home insurance premiums.Unfortunately,her success rate of closing sales is only about 30 percent.Which of the following,if true,could explain her poor performance in closing deals?

A) Lani spends an adequate amount of time and effort collecting precall information.
B) Lani's prospects receive a comprehensive idea of the various features offered by her company.
C) Lani routinely takes an hour or more to conclude her sales meetings satisfactorily.
D) Lani is often seen to make adjustments to the sales situation to incorporate the needs of the prospect.
E) Lani does a good job of highlighting the features,advantages,and benefits of her offer to all the prospects she meets.

Question 79

A salesperson for refrigerant leak monitors began her presentation to the Kroger buying agent as follows: "Our system will prevent your employees from being exposed to dangerous CFC emissions." At that point in her sales presentation,she was describing a(n):

A) skill.
B) attribute.
C) benefit.
D) feature.
E) need.

Question 80

"Do you have trouble keeping your delivery trucks running?" is an example of a(n)_____ question in the SPIN technique.

A) situation
B) problem
C) implication
D) necessary
E) indication