Deck 9: Making the Sales Call

Question 1

Salespeople are usually more effective if they have something in common with the clients they call on.

Answer 1

True

Question 2

When sales reps make a presentation, he or she should discuss product information at the outset and use their prospect's reactions to determine what to discuss next.

Answer 2

False

Question 3

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

Answer 3

True

Question 4

If at all possible, the salesperson should avoid using open questions since they do not stimulate the client to provide much information.

Question 5

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

Question 6

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

Question 7

The introduction opening is simple but may not generate interest.

Question 8

Unless John knows what the prospect's needs are, the product opening is unlikely to succeed.

Question 9

Being on time, securing a buyer's interest, and building rapport suggests the salesperson has impression management skills

Question 10

Many sales calls do not involve sitting down with a client.

Question 11

Once Veronica develops an opening that works for her, she should stick with it rather than try other openings.

Question 12

When using the compliment opening, avoid being sincere so that you do not embarrass your buyer.

Question 13

A salesperson's first few words allow the customer to vary the tone of the entire sales call.

Question 14

Angie likes to ask her prospects questions like "What misconceptions do people have about your business?" A question, like this focuses attention on her company's products.

Question 15

John introduces himself and quickly mentions the name of a friend of the prospect. John is using the referral opening.

Question 16

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

Question 17

Many situation questions can be answered by doing thorough precall information gathering and planning.

Question 18

Beau's goal should be to establish rapport with each of his customers.

Question 19

If Allen makes a poor first impression when he meets a new buyer, he may never overcome the damage that impression causes.

Question 20

How and what you do in one thing changes a person's perceptions about other things you do is called the hello effect.

Question 21

One way to conceptualize the selling process is the "Four A's." Which of the following is NOT one of the Four A's?

A) acknowledge
B) acquire
C) advise
D) accent
E) assure

Question 22

FABs refer to features, advantages, and benefits in a sales presentation.

Question 23

Raleigh sells computer assisted design services to major engineering firms. As he settled into his chair in the office of one of his best accounts, he said to the buyer, "R. J., can you believe how badly Baltimore choked in that game Sunday?" Raleigh is using _____ as he begins this sales call.

A) a question opening
B) a curiosity opening
C) rapport
D) small talk
E) a referral opening

Question 24

Just as Brian walked into the room carrying his samples and his portfolio for the demonstration, he fell over a wrinkle in the carpet and landed headfirst at the feet of his prospect. Everything he was carrying was scattered, and it took him almost five minutes to get reorganized. Because of the _____, the prospect is likely to permanently label Brian as clumsy and ineffectual.

A) lingering luster effect
B) halo effect
C) afterglow reaction
D) admirable aftermath
E) carryover corollary

Question 25

In selling, _____ is a close, harmonious relationship founded on mutual trust.

A) small talk
B) cooperation
C) agreement
D) rapport
E) congruence

Question 26

"Mr. Tudor," said Judy, "Tom Pritchett suggested I contact you about our new computerized Civil War reenactment game." In this example, Judy is using the _____ opening.

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

Question 27

In order to establish _____ with his prospect, Steve said, "I notice that you have a collection of antique thermometers in your outer office? My father has collected soft drink thermometers for almost fifteen years. What got you interested in collecting them?"

A) credibility
B) effective communication
C) flexibility
D) a level of Comprehensive
E) rapport

Question 28

According to relationship management expert Dale Carnegie, the "sweetest and most important sound" a customer wants to hear is:

A) his or her name
B) sale
C) "I have a present for you"
D) "Let's do lunch"
E) profit

Question 29

Naomi is waiting in a prospect's office. She wants to make a good first impression. When she is called into the prospect's office Naomi should do all of the following EXCEPT:

A) smile
B) sit down immediately
C) be well groomed
D) enter the prospect's room confidently
E) begin with "Thanks for seeing me."

Question 30

Which opening should be described as the simplest and least effective way to begin a sales call, but is unlikely to generate much interest in the prospect?

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

Question 31

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 machining 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 you will find our laminating machine as easy to use as your competitors do."
E) "Hello, Ms. Dwight. My name is Darla, and I am selling Girl Scout cookies."

Question 32

How and what you do in one context can influence a person's perceptions about other things you do. This tendency for perceptions to extend from one situation to another is known as the:

A) lingering luster effect
B) halo effect
C) afterglow reaction
D) admirable aftermath
E) carryover corollary

Question 33

A (n) _____ is a method designed to get the prospect's attention and interest quickly and to make a smooth transition into the presentation.

A) opening
B) preopening
C) demonstration
D) overture
E) portfolio alignment

Question 34

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

Question 35

Which of the following is NOT one of the essential elements of a sales call?

A) pre-calculating the profit margin
B) making a good impression
C) identifying or reiterating needs
D) credibility and trust
E) offering the solution to the buyer's needs

Question 36

Effective salespeople know it is important to influence how their customers and prospects view them. The text terms this effort:

A) perception management
B) impression management
C) reaction guidance
D) fashion control
E) response control

Question 37

One critical advantage of SPIN is that the prospect defines the need.

Question 38

Which of the following is good advice for those situations when you, the salesperson, find your buyer will not be able to see you at your appointed time?

A) Make use of this waiting time by working on your paperwork.
B) Leave immediately.
C) Try to go over the barrier by asking to see the buyer's boss.
D) Ask the receptionist to tell the buyer tactfully that you've got other appointments, and he or she should honor the appointment.
E) Wait thirty minutes, and if the buyer is still unable to see you, ask his or her secretary to give you a new appointment.

Question 39

Ultimately, the objective of implication questions is to set the stage so that the prospect realizes the seriousness of the problem.

Question 40

Office scanning is an activity most closely related to:

A) planning
B) small talk
C) time management
D) routing
E) closing

Question 41

When Bobbi walked into the lawyer's office, she said, "Everyone in town thinks highly of your ethical standards. Whenever the subject of a lawyer came up in conversation, I hear that I couldn't find a more honorable lawyer than you." Bobbi was using the _____ opening to selling office supplies for her company.

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

Question 42

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

A) Do you want your order delivered in the morning or the afternoon?
B) Will you be doing three or four grosses of candles?
C) Will you be paying cash or charging these items on 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 43

"Do you have trouble keeping your delivery trucks running?" is an example of what kind of question?

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

Question 44

"This model 107 electric nail gun will reduce the amount of time a crew spends roofing a 3,000 square foot home by 30 percent lowering your labor costs and allowing bid more competitively for roofing business." This is an example of the _____ opening.

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

Question 45

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?" What opening was the salesperson using?

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

Question 46

"When will Mr. Thomas be back in the office?" asked Robin of the receptionist at Arunden Industries. Robin's question is an example of a(n) _____ question.

A) closed
B) double-barreled
C) unverified
D) implication
E) open

Question 47

Viveca asked the supermarket manager, "How many dollars worth of frozen food do you buy each month?" This question is an example of a(n) _____ question.

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

Question 48

Speaking to the owner at a large shopping mall store, the security system salesperson said, "Do you know how many shoplifters you actually catch each year?" This question is an example of a (n) _____ question.

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

Question 49

_____ require(s) the prospect to go beyond a simple yes/no response and share a great deal more useful information.

A) Rapport
B) Closing questions
C) Closed questions
D) Double-barreled questions
E) Open questions

Question 50

A salesperson who asked, "What impact does inventory shrinkage have on your ability to make a reasonable profit?" is asking a(n) _____ question as he works his way through the SPIN technique.

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

Question 51

"Driving an 18-wheel truck eight hours a day is hard on you physically, but you can reduce some of that fatigue by putting this special cushion in your truck seat," said Irene as she handed the cushion to her prospect. Irene is using the _____ opening.

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

Question 52

Which of the following does the text identify as most important to success as a sales representative?

A) opening each sales call strategically
B) ability to speak in front of strangers with confidence
C) ability to discover client needs
D) using closing techniques effectively
E) handling objections

Question 53

The floral supplies salesperson walked into the office of Gregg Katz, owner of KCFlorist.com and said, "Congratulations on being voted Floral Management's 2008 marketer of the year. Your Internet sales must be doing great if your industry recognizes you as its best retailer." The salesperson was using the _____ opening.

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

Question 54

Which two personality types 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 55

Which of the following is an example of a situation question that might be used with the SPIN technique?

A) "What would you do if an employee was injured because you neglected to repair your sander?"
B) "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?"
C) "Are you happy with your current service contract?"
D) "What kind of scanner program are you currently using?"
E) "Do storms disrupt your electrical power?"

Question 56

The _____ opening involves actually demonstrating a product feature as soon as you walk up to the prospect.

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

Question 57

Marissa designs retreat vacations for corporate executives. When she walked into the office of the CEO of Langston, she was holding a tape player which was playing tropical music, carrying a lei (a flower necklace) which she placed around the CEO's neck, and carrying a poster of a beach scene with a photo of a relaxing Langston CEO superimposed on it. Marissa was using the _____ opening.

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

Question 58

Quinton asked the book store owner, "Do you have a lot of inventory shrinkage due to shoplifters in your store?" This is an example of a(n) _____ question that might be used with a SPIN technique.

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

Question 59

"If you were designing a company to handle your product deliveries from scratch, what would you include?" Vincent asked his prospect. Vincent is using a(n) _____ question.

A) closing
B) double-barreled
C) unverified
D) implication
E) open

Question 60

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

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

Question 61

A salesperson for a professional laundry service asked an amusement park owner, "Do the stains on the uniforms worn by your personnel cause parents to doubt your company's ability to provide them and their children with well-maintained rides?" The salesperson is using a(n) _____ question as he works his way through the SPIN technique.

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

Question 62

The salesperson for Dun-Rite Equipment Company asks the 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 63

Gloria is showing a prospect how her company's logistical support system will reduce delivery time. Gloria is engaged in a(n):

A) feature presentation
B) comparative advantage proposal
C) customer relationship management simulation
D) customer benefit proposition
E) satisfaction guarantee seminar

Question 64

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

A) Objectives should not be developed for the meeting.
B) Planning should not include developing special visual aids.
C) You must gather information about the concerns of each and every person who will attend.
D) Most things you learned about selling to individuals do not apply when selling to groups.
E) Speeches are more appropriate than informal presentations.

Question 65

Vanessa uses the problem/solution selling model. She already knows some of her customer's needs which she calls _____________, while other needs she discovers are called ___________.

A) features; benefits
B) issues; problems
C) situations; solutions
D) halos; hooks
E) business model; "the big wow"

Question 66

As Rick looked at his prospect, he saw the prospect was leaning away from Rick and fidgeting with items on his desk. What should Rick do if he wants to make the sale?

A) Ask close-ended questions in hopes of learning why the prospect is showing some negativity
B) Ignore the body language and listen to what the prospect is actually saying
C) List as many features and benefits as he can think of to remind the prospect why he should buy Rick's product
D) Ask open-ended questions to draw out the prospect's reasons for caution
E) There is nothing Rick can do; the sale is lost

Question 67

Phoebe 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 her presentation. Phoebe may have engaged in:

A) Selective perception
B) Listening discrimination
C) Rapport
D) Small talk
E) Variable listening

Question 68

A balanced presentation occurs when the salesperson:

A) exhibits the accommodating mode of resolving conflict
B) allows equal speaking time for both the salesperson and the prospect
C) shows all sides of the situation
D) matches his or her speaking speed to the prospect's listening speed
E) flexes his or her social style to work well with the social style exhibited by the prospect

Question 69

Kyle has a door-to-door job selling non-toxic cleaning supplies. His sales presentation involves describing the products, showing how well they clean, and spraying the cleaner in his mouth. He then asks prospects whether they are convinced that his products are both effective and non-toxic. Kyle is using the ______________sales approach.

A) FAB
B) SPIN
C) FEBA
D) NACK
E) ABC

Question 70

The 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) advantage
B) distinction
C) benefit
D) feature
E) highlight

Question 71

Bofors Underwater Systems manufactures underwater vehicles for oil exploration teams. It began operation in Sweden in 1910, and possesses a massive bank of experience and know-how in underwater technology. A salesperson who told a prospective client about the preceding would have been talking about his company's:

A) skill
B) culture
C) characteristic
D) advantage
E) highlight

Question 72

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

A) advantage
B) distinction
C) benefit
D) characteristic
E) highlight

Question 73

A salesperson who asks a need payoff question might ask:

A) "Do you find your current polisher does an adequate job?"
B) "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?"
C) "Are you happy with your current service contract?"
D) "What kind of scanner program are you currently using?"
E) "What happens when a storm disrupts your electrical power?"

Question 74

The salesperson for the Kemco hot water/high pressure plant sanitation system told the purchasing agent, "Our new system can save your company $60,000 annually in energy, chemicals, and water use compared to the type of sanitation system you're using now." At that point in his presentation, the salesperson was describing a(n):

A) discrimination
B) distinction
C) benefit
D) feature
E) highlight

Question 75

Which one of the following statements about prospect needs is FALSE?

A) One advantage of SPIN is the prospect defines the need.
B) The extent to which a salesperson has to identify needs during the actual presentation depends on precall planning.
C) If a prospect responds negatively to a need payoff question, the salesperson should not probe further.
D) How many questions a salesperson can ask to discover a prospect's needs depends on the situation.
E) In multi-call situations, going through complete needs identification at every call is unnecessary.

Question 76

The salesperson for FS Tool asked the 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 77

The salesperson was trying to convince a retailer to outsource its telemarketing department. He said, "My corporation is providing outsourced call centers on behalf of Fortune 500 companies in 25 countries in North America, Europe, and Asia in 30 languages in our 54 call centers." The salesperson is emphasizing his company's:

A) advantages
B) features
C) distinctions
D) skills
E) benefits

Question 78

For which of the following products is the salesperson most likely to sell the features and benefits of the seller's firm instead of the product?

A) ladies' fashion watches
B) bulk chemicals
C) men's designer suits
D) living room furniture
E) bird houses

Question 79

When Lani first meets new prospects she tells them if they give her 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 about 30 percent, and her presentation often lasts about one hour. The text would say Lani is doing a poor job of establishing:

A) resoluteness
B) accountability
C) dedication
D) credibility
E) loyalty

Question 80

Doug was so eager to buy the potato slicer that turns a single, whole potato into a continuous thin-sliced curl that he did not hear the salesperson comment that the machine was difficult to clean. Doug was using _____ and imagining how much easier it would be to make French fries with his new slicer.

A) selective perception
B) listening discrimination
C) rapport
D) small talk
E) variable listening