Deck 12: Obtaining Commitment

Question 1

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.

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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

Answer 3

True

Question 4

Effective methods of gaining commitment will work even if the buyer does not trust the salesperson, the selling company, and the product.

Question 5

To use the Ben Franklin close correctly, Maggie must be certain she is listing the tangible features (rather than the less tangible benefits) on the T she has drawn.

Question 6

In most sales presentations, there is one psychological moment that affords the best opportunity to make a sale. If it is missed, gaining prospect commitment will be difficult, if not impossible.

Question 7

Many of the little decisions that move a customer through the creeping commitment process are buying signals.

Question 8

A probing method of closing utilizes suggestion selling to analyze hesitation on the part of the buyer.

Question 9

The balance sheet method of closing can often insult a buyer's intelligence.

Question 10

A trial order will not necessarily lead to a larger commitment.

Question 11

Because of the higher level of involvement Anson gains as an assertive salesperson, he can assume his buyers will remember all the major points discussed in the presentation.

Question 12

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

Question 13

If Lewis appears overly eager or excited when he senses his prospects are about to commit, they may interpret his actions as nonverbal cues indicating he is dishonest.

Question 14

A salesperson must uncover the reasons he or she was unable to obtain commitment.

Question 15

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

Question 16

If your company knows the market and the value of your product, you should never have to apologize for the price you quote.

Question 17

If Monrovia Nursery Company quotes an FOB origin price to a plant nursery it means the buyer will pay all shipping costs.

Question 18

The difference between FOB destination and FOB installed is FOB destination includes installation.

Question 19

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

Question 20

Even if you have done your job well and have a product that the buyer truly needs, you deserve the sale.

Question 21

Which of the following statements about closing techniques is true?

A) When a major sale is at stake, closing techniques increase the salesperson's odds of success.
B) Salespeople specifically trained in closing techniques close more sales.
C) The most important activity of the salesperson is to answer objections to clear the way to use a closing technique.
D) Closing techniques are especially handy in door-to-door sales of low-priced products.
E) The best closing methods rely on some type of trickery.

Question 22

The terms and conditions of sale include shipping costs. The seller quotes an FOB price. The letters FOB stand for:

A) feedback on business
B) frequency of business
C) function of buyer
D) freight of buyer
E) free on board

Question 23

If Monrovia Nursery Company quotes an FOB origin price to a plant retailer, it means that the:

A) retailer will be reimbursed for all plants that died in transit
B) Monrovia will pay all shipping costs
C) the retailer will pay all shipping costs
D) Monrovia and the retailer will split the shipping costs
E) Monrovia will take complete responsibility for the product until it is placed in the retailer's hands

Question 24

Which of the following is an example of a salesperson who has obtained commitment?

A) Anselmo has decided to call some of Markus's references next week.
B) Obadiah scheduled a co-op advertising program for Margaret at the Vincent Street Drug Store.
C) Hugh agreed to let Yvette return next week to analyze his company's computer network.
D) Mary Ruth gets an order from Hammond's Nursery for two dozen sugar maple trees.
E) All of the above are examples of salespeople who have obtained commitment.

Question 25

Conor's company has studied competitor's offerings, the value delivered by his company's products, and the cost of providing the product to customers. Therefore, Conor should:

A) never apologize for the price he quotes
B) carefully present price so as to not disturb his prospects
C) consider switching to another company
D) aggressively discount list prices to ensure customer satisfaction
E) adjust prices to avoid overcharging customers

Question 26

Betty has agreed to purchase a new CT-scan device for her hospital under the terms FOB origin. Betty is expecting:

A) the device will be loaded, shipped, and installed
B) the device will be loaded onto transportation but after that it is her responsibility
C) FOB means freight, origin, buyer
D) Free on board with shipping and installation paid by the seller
E) FOB means friends of Bill and the government will pay for installation.

Question 27

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

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

Question 28

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

A) cumulative quantity discount
B) promotional allowance
C) trade discount
D) functional discount
E) cash discount

Question 29

The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10, EOM." If the store owner pays the bill in full on November 12, what amount will she have to pay?

A) $147.00
B) $189.00
C) $203.70
D) $200.00
E) $216.30

Question 30

Closing is defined as:

A) a close harmonious relationship founded on mutual trust
B) a specific statement by a seller outlining what the seller will provide and what is expected from the buyer
C) a written proposal summarizing key points of a previous meeting
D) asking a question to take the pulse of the situation
E) asking for the buyer's business

Question 31

The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10, EOM." If the store owner pays the bill in full on November 2, what amount will she have to pay?

A) $147.00
B) $189.00
C) $191.00
D) $200.00
E) $183.00

Question 32

Kendra is the new owner of a catering company. She got an invoice for a new walk-in refrigerator in the mail which contained the phrase "2/10, n/30." How would you explain this to her?

A) It means she can earn a ten percent discount if she pays within two days of receiving the bill; otherwise it is due at the end of the month.
B) It means she can earn a twenty percent discount if she pays within ten days of receiving the bill; otherwise it is due at the end of the month.
C) It means she can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days.
D) It means she can earn a thirty percent discount if she pays within two days of receiving the bill, or a ten percent discount if she pays by the end of the month.
E) It means she can earn a ten percent discount if she pays within two days of receiving the bill; she will pay a ten percent penalty if it is not paid within thirty days.

Question 33

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $225. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 19. How much will she have to pay if she pays the invoice by April 10?

A) $195
B) $220.50
C) $225
D) $229.50
E) $247.50

Question 34

Most sales take only one call to complete.

Question 35

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $200. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 1. How much will she have to pay if she pays the invoice by March 11?

A) $196
B) $200
C) $190
D) $100
E) $150

Question 36

If Lab Safety Supply quotes an FOB destination price to a factory buying five hazardous waste disposal units, it means that:

A) Lab Safety Supply will pay all freight charges
B) the buyer will pay all freight charges
C) the buyer will assume complete responsibility for the units once they leave the Lab Safety Supply loading dock
D) Lab Safety Supply and the buyer will split all shipping charges
E) the buyer will pay for any units found defective and returned for a refund

Question 37

Arnette's nonverbal behavior suggests she is about ready to accept the offer to do business with Monrovia Nursery Company. These nonverbal cues can also be called:

A) closing flags
B) buying signals
C) closing links
D) commitment gatekeepers
E) purchase influencers

Question 38

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

Question 39

Why is it important for salespeople to become skilled in obtaining prospect commitment?

A) It helps in need discovery.
B) It helps in handling objections.
C) It is intrinsically and extrinsically rewarding.
D) It increases their need to take part in sales training.
E) Skill in obtaining prospect commitment is important for all of the above reasons.

Question 40

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

A) needs to pressure the customer into making the commitment
B) should relax and let nature take its course
C) deserves the sale
D) ask the buyer to do him a favor and buy his product
E) should do or expect all of the above

Question 41

To take the pulse of the prospect during a sales situation, Chris should use:

A) buying signals
B) closing cues
C) trial closes
D) objections
E) all of the above

Question 42

Buyer's comments are often the best indications that he or she is considering commitment. Which of the following is the best example of buyer offering their own requirement 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 décor in our waiting room."
C) "I like the way your company responds to service requests."
D) "What do we do next?"
E) "Do you have training facilities for our staff?"

Question 43

"I don't understand why you're afraid to commit to this new ad program," said Barry, sales representative from WKSC. "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 ads on the air starting the day after tomorrow. No one else offers the service you need like that. So, will it be the TAP schedule or the breakfast club package?" The text would classify Barry as what type of salesperson?

A) aggressive
B) assertive
C) ambitious
D) confidant
E) compelling

Question 44

Rather than aggressively creating new needs in customers through persuasion, _____ salespeople prospect for customers who truly need their products.

A) optimistic
B) apathetic
C) submissive
D) assertive
E) ambitious

Question 45

Candace enjoys going to see prospects. They always have a nice visit. Since she assumes the prospect will buy when he or she is ready, there is really no need for her to be pushy; so they talk about whatever the customer wants. Candace is a(n) _____ salesperson.

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

Question 46

When the telemarketer who was trying to get Chloe to change long-distance service asked Chloe, "Are you ready to switch now?", he was using the _____ closing method.

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

Question 47

Which of the following statements about a trial order is true?

A) salespeople who get a trial order have a real commitment from their buyer.
B) Trial orders should not be permitted when selling traditional clothing in fashionable colors to department store buyers.
C) Trial orders are unsuitable for a product that must be used to be appreciated like equipment for cleaning up oil spills.
D) Often a buyer will agree to a trial order just to get rid of a salesperson.
E) With a trial order, the buyer is committed to investing all the time needed to get the full benefit of the product or service purchased.

Question 48

When the prospect leans forward, catches the salesperson's eye, and says, "This is a great product you're selling. I don't know why someone didn't come up with this product years ago," the salesperson is correct in perceiving these actions as:

A) closing flags
B) buying signals
C) closing links
D) commitment gatekeepers
E) purchase influencers

Question 49

Questions like "What else can I tell you about our product?" or "How does this offer sound to you so far?" are examples of:

A) trial closes
B) customer needs statements
C) benefit statements
D) noncommittal signals
E) buyer questions

Question 50

To achieve success in obtaining commitment, salespeople should:

A) maintain a positive attitude
B) let the customer set the pace
C) be assertive instead of aggressive
D) sell the right product in the right amounts
E) do all of the above

Question 51

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

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

Question 52

Buyer's comments are often the best indications that he or she is considering commitment. Which of the following is the best example of buyer offering their 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) "We need a guarantee that your company will be able to make weekly deliveries."
D) "We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 gross."
E) None of the above is an example of a benefit statement.

Question 53

The most straightforward effective method of obtaining commitment is the:

A) benefit summary method
B) direct request method
C) balance sheet method
D) assumptive close
E) probing method

Question 54

_____ salespeople control the 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) Ambitious
D) Confident
E) Compelling

Question 55

Jessica has been asking questions throughout her sales presentation and received positive signals from her prospect. When she gets to the final close, Jessica should:

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

Question 56

Buyer's comments are often the best indications that he or she is considering commitment. When the prospect 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 buyer statement as a _____ statement.

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

Question 57

Which of the following statements about obtaining commitment is FALSE?

A) Any skill is performed best with a positive attitude.
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 the varying reactions of each buyer.
D) All prospects expect enough information from the salesperson to enable then to evaluate the good or service properly.
E) Aggressive salespeople control the sales interaction but often fail to gain commitment because they prejudge the customer's needs.

Question 58

"Would you like me to send an order to your distribution center today?" said the salesperson using the _____ closing method.

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

Question 59

Which of the following would be a nonverbal signal that your buyer was about 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) actually, all of the above are positive nonverbal signals

Question 60

Which of the following statements is the best example of a trial close for a salesperson selling refrigerated display 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 defrosting?
C) How does the ease of mobility of this unit compare with 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 the above are examples of trial closes that could be used by a salesperson selling refrigerator display units to obtain buyer commitment.

Question 61

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

A) getting a reorder on latex gloves
B) purchase of a corporate jet that takes several meetings to hammer out all the details
C) a department store's order of Hamilton Beach blenders for a tropical sale
D) purchase of lobster to be served at a wedding feast
E) none of the above

Question 62

Haley sells office furniture. In closing the sale to Jackson Realty Company, she asked the company's office manager, "Shall I order you five chrome and glass desks or five of the mahogany desks?" Which closing method was Haley apparently using?

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

Question 63

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) the inequity of choices

Question 64

As they walked in from looking at the new Ford Rangers on the lot, Ed, the salesperson, asked Kristy, "Which color do you want, the red or the white?" "White," she relied. "Great, I'll write it up!" responded Ed. Ed is apparently using the _____ closing method.

A) assumptive
B) minor point
C) probing
D) indirect request
E) standing-room-only

Question 65

Once the buyer has said, "Yes," the salesperson needs to:

A) surprise the buyer with unexpected product features
B) show excitement when the buyer signs the sales contract
C) encourage feelings of postpurchase dissonance
D) follow-up to make sure the buyer is pleased with his or her purchase
E) do all of the above

Question 66

With which type of personality is the balance sheet method of obtaining a commitment most likely to be successful?

A) amiable
B) driver
C) expressive
D) motivator
E) analytical

Question 67

As Rick attempted to obtain commitment from his prospect, he said, "You stated in our previous visits you were looking for a product that would be low cost, yet also provide long life. As I've shown, our product has the lowest price in its class. And, according to industry reports, our product lasts 20 percent longer than our major competitors. Can I place an order for you today?" This is an example of the:

A) balance sheet method
B) direct request method
C) assumptive close
D) benefit summary method
E) benefit in reserve close

Question 68

Harold rents mailing lists. With the _____ method of obtaining commitment, Harold might ask a customer concerned about the cost of mailing lists, "What If I could guarantee that this list had no duplicate addresses, would you be interested in renting it?"

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

Question 69

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

A) The salesperson should never 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 businesspeople
D) This method attempts to bring all tangible issues into the open
E) After successfully dealing with the prospect's concerns, the sales rep should remain quiet and let the prospect think over what has just been said

Question 70

Once the buyer has said, "Yes," the salesperson needs to:

A) discuss with the buyer any important information that he or she will need to enjoy the full benefits of the product
B) thank the buyer for his or her business
C) reassure the buyer that his or her choice was judicious
D) avoid any show of excess excitement or enthusiasm
E) do all of the above

Question 71

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 Arabic businesspeople.
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 72

As they spoke, the sales rep from the medical supply company just pulled out his order pad and began writing up an initial order for Rashmi's nursing home facility. This sales rep appears to be using the _____ traditional closing method.

A) direct request
B) minor point
C) direct action
D) standing-room-only
E) assumptive

Question 73

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 if you choose to take the Great America Adventure Tour that it's the right thing to do. Why don't we list the pros and cons? Now, on the pro side, the trip will help you get away. It will also allow you to see a totally different area of the country. Now, what do you see as the bad points?" This is a partial example of which method of obtaining commitment?

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

Question 74

The real estate agent told the prospective home buyers, "You seem to really like that last house we looked at, so I better let you know 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." The real estate agent appears to be using which traditional closing method?

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

Question 75

Julie had trouble sleeping last night. After two weeks of looking and comparing alternatives, she finally bought an iMac computer. Then she lay awake most of last night worrying about whether she should have purchased a different brand. The term for what Julie is experiencing is:

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

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) the habit of talking too much
E) all of the above

Question 77

Which of the traditional closing methods is based on getting the buyer perceiving himself or herself as an "agreeable" person?

A) direct request
B) minor point close
C) emotional close
D) continuous yes close
E) assumptive close

Question 78

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect--even though the salesperson may not be able to resolve all of them.

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

Question 79

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

A) fear of asking
B) fear of exhibiting too much excitement
C) using too much two-way communication
D) listening and not doing
E) all of the above

Question 80

As Warren concluded his interview 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's make sure we get off to a great start! I will be here next Thursday to begin delivering your system..." The immediate purpose of this dialogue was to:

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