Deck 5: Sales Knowledge: Customers, Products, Technologies

Question 1

Typically speaking, knowledge and sales figures have an inverse correlation to each other.

Answer 1

False

Question 2

Having full understanding of your product is more than enough to complete a sale successfully.

Answer 2

False

Question 3

Salespeople working in the oil and gas industry sometimes have to actually work in the manufacturing plants or warehouses as part of gaining product knowledge.

Answer 3

True

Question 4

When a salesperson says, "This glue will form a stronger bond than any other glue on the market," he is stating a product benefit.

Question 5

A product feature is any tangible or intangible characteristic of a product.

Question 6

According to the textbook, selling as a skill can be developed only thorough experience.

Question 7

Sales training is perhaps best described as a development process requiring both training and experience.

Question 8

Knowing your customers' needs is paramount to an effective salesperson-customer professional relationship.

Question 9

Salespeople do NOT need to know the background and present operating policies of their companies to do their job effectively.

Question 10

The difference between the product cost and its selling price is known as markup.

Question 11

A salesperson can provide excellent customer service by having any level of sales knowledge.

Question 12

Salespeople can use marketing research companies, such as ACNielsen, to highlight information about the economy or the industry to the client.

Question 13

"You can operate on a 24-hour cycle with our machines." This statement is an example of an advantage.

Question 14

The salesperson should answer the prospect's question of "What's in it for me?" with an answer that focuses on the product's performance characteristics.

Question 15

You should stress a product's benefits more than its features and advantages because the product's benefits are what the customer really wants to receive by buying.

Question 16

Salespeople need strength in the following four areas of selling; product know-how, sales techniques, customer service skills, and language skills.

Question 17

Sales training is best attained via a formalized class setting.

Question 18

Selling is a skill that takes a lifelong experience to fully master it.

Question 19

The most powerful selling technique used by salespeople today is to compare the features of your product(s) to your main competitor.

Question 20

Sales training is the effort put forth by an employer to provide the opportunity for the salesperson to receive job-related culture, skills, knowledge, and attitudes that result in improved performance in the selling environment.

Question 21

The order of the FAB not important and you can present them in any other you wish.

Question 22

According to the text, sales force automation breaks down into three broad areas of functionality covering; (a.) corporate productivity, (b.) communications, and (c.) order processing and customer service.

Question 23

Modern business cards should NOT include links to social media platforms as these give the card an unprofessional and busy feel.

Question 24

Salespeople can now use a cloud-based presentation software which allows them to create or edit on the go and all the changes are reflected across all their devices.According to the textbook, one software known to have this feature is called Pretzels.

Question 25

In the area of sales promotions, the letters POP stand for the price on product.

Question 26

Statements like "This product will make you money or save you money" are examples of advantages statements.

Question 27

Shelf-facing refers to the number of individual products placed side-by-side on the shelf.

Question 28

Planograms are blueprints of where products should be displayed on store shelves, allowing the manager to make decisions about sales and margins.

Question 29

A gross up is an article of merchandise offered as an incentive to the user to take some action.

Question 30

For any USP to work, it must have the following two attributes: 1) it has to be true (that you really offer it) and 2) your competition might take a while to replicate it

Question 31

The text identifies three so called "realms." These are yourself, the product, and the company.

Question 32

If a customer is not interested in a particular feature, then the salesperson should emphasize on the benefits of using that feature.

Question 33

The only product knowledge a successful salesperson needs is knowledge of his or her own products.

Question 34

An example of an advantage to a retail store manager is, "This display will bring more customers into your store and will help eliminate your problem of stock outs."

Question 35

Although there is no particular order of presenting FAB, the textbook suggests using Features first.

Question 36

The use of computers to increase personal productivity includes such activities as contact management and calendar management.

Question 37

In order to develop a successful USP, a successful salesperson should ask several questions about the product or business.One of those questions is; "Which of my product's attributes is the most important to my customer?"

Question 38

Planogram software helps sales reps, buyers, and merchandisers make the best use of selling space.

Question 39

A geographic information system is only used to help prevent salespeople from getting lost in strange territories.

Question 40

Computers enhance a salesperson's communications ability through word processing, email, and social media.

Question 41

Which of the following is the correct formula for calculating the Gross Margin?

A)Retail Selling Price - Merchandise Costs = Gross Margin
B)Retail Selling Price - Salesperson's Price = Gross Margin
C)Retail Selling Price - Cash and Quantity Discount = Gross Margin
D)Retail Selling Price - Earned Discount = Gross Margin
E)Retail Selling Price - Allowances = Gross Margin

Question 42

Which of the following statements about sales training is true?

A)Sales training ends when the salesperson actually begins the selling job.
B)Knowledge of selling is gained only through the company's formal training program.
C)Sales training ends when the salesperson has received the designation of "master sales representative."
D)Sales knowledge gained from sales training, benefits not only the salesperson and the company but also the customer.
E)Periodic sales training is intended to keep salespeople humble and aware of their short-comings.

Question 43

The product's features usually answer what question?

A)"What's in it for me?"
B)"Why should I buy it?"
C)"What is it?"
D)"Why is it worth it?"
E)"Why should I buy from you?"

Question 44

Tammy tells a potential customer that her product will last 2 years longer than a comparable product offered by a competitor.What is Tammy providing the potential customer?

A)a competitor analysis
B)a performance characteristic of a product
C)a characteristic of the product that is not special enough to be called a benefit
D)an intangible feature of the product
E)a physical characteristic of a product

Question 45

Which of the following is an example of a product feature?

A)"This monitor comes in 15-inch, 18-inch, and 22-inch sizes."
B)"More customers will be drawn into your restaurant if you advertise in our magazine."
C)"Chefs prefer our line of cookware 2 to 1 over competing brands."
D)"This automatic sprinkling system will save you three hours a week."
E)"This dryer will dry out your clothes in half the time of your current dryer."

Question 46

Which of the following pieces of information would be LEAST important for a salesperson to know about the product she sells?

A)how the product performs
B)how well the product is selling in the marketplace
C)specific features, advantages, and benefits of the product
D)physical size and characteristics of the product
E)how to make the product

Question 47

Which one of the following questions would not qualify as a probing question?

A)Who is currently providing services to your company?
B)How many days a month you are expecting the items to be delivered?
C)What are your current goals and objectives?
D)Which colour would you prefer: black or blue?
E)When are the key deadlines for the upcoming projects?

Question 48

What skill(s) does a salesperson need to have so as to be able to understand their customers' needs?

A)be an expert in their field
B)be able to explain all the features of a product
C)be able to ask probing questions
D)be able to project confidence
E)understand customers wants

Question 49

Kevin is a newly hired salesperson at his company.He is currently going through a handout which explains how salespeople write up contracts and sales reports.In addition, the handout also details how salespeople arrange for service calls and returned goods.In this scenario, Kevin is trying to strengthen which of the following areas of selling?

A)Product knowledge
B)Sales techniques
C)Procedural knowledge
D)Customer service skills
E)Competitive knowledge

Question 50

Which of the following does NOT benefit when a salesperson develops greater selling knowledge through training or actual experience?

A)the salesperson's competitors
B)the salesperson him/herself
C)the salesperson's company
D)the salesperson's customers
E)the salesperson's resellers

Question 51

A salesperson makes the following statement to a customer: "If you buy this product, you will save lots of money on maintenance." What is the salesperson doing by making this statement?

A)stressing a benefit
B)attempting a trial-close
C)stressing a needs-identification
D)attempting a soft-sale
E)using a hard-line technique

Question 52

Sales training is a general term capturing the efforts of employers to enhance the skills of their sales force.According to the text, which of the following are topics NOT normally covered in this type of training?

A)how to increase sales
B)how to analyze sales data
C)how to enhance sales profitability
D)how to increase product knowledge
E)cultural sensitivity

Question 53

Which of the following knowledge should a competent salesperson not discuss about their company to their client?

A)its production facilities
B)its service facilities
C)its policies and procedures
D)its growth and accomplishments
E)its current open and pending lawsuits

Question 54

Jonathan is trying to understand the pricing structure of the products he is selling.Which of the following information is not useful for Jonathan?

A)Product's price
B)Company's credit policies
C)Discount offers
D)Markup value
E)Competition's price

Question 55

Anna is new to the sales profession and she is currently shadowing her co-worker.Her co-worker is following up on her existing clients and is thanking them for their business.Based on this scenario, Anna is in the midst of strengthening which of the following areas of selling?

A)Product knowledge
B)Sales techniques
C)Procedural knowledge
D)Customer service skills
E)Competitive knowledge

Question 56

Which of the following statements would not be considered part of product knowledge?

A)"The product is 33cm in width and will easily be able to stack up in your small warehouse."
B)"You can turn this product on/off by using the remote provided instead of pressing the button located on the product itself."
C)"The product deliveries are made twice a week and will be available to you this coming Tuesday."
D)"You can conveniently operate this product from anywhere around the globe as long as the product is connected to the Internet."
E)"Our product is the fastest selling product in its category within the Canadian market."

Question 57

Lin has been working in the sales industry for nearly 20 years.However, she has seen her sales figure drop due to her lack of adaptation of technology in her sales practices.Lin has decided to do a crash course on how to use social media in a sales profession.Based on this example, Lin is trying to strengthen which of the following areas of selling?

A)Product knowledge
B)Sales techniques
C)Procedural knowledge
D)Customer service skills
E)Competitive knowledge

Question 58

Which of the following would be the best descriptive of a product feature?

A)the tangible characteristics of a product
B)the intangible characteristics of a product
C)the price of a product
D)the price and quality of a product
E)any tangible or intangible characteristic of a product

Question 59

Liam often mixes up the features of the products his company carries.He is reading over a manual to fully understand all the features for each model.In this example, Liam is trying to strengthen which of the following areas of selling?

A)Product knowledge
B)Sales technique
C)Procedural knowledge
D)Customer service skills
E)Competitive knowledge

Question 60

Which of the following best describes a benefit?

A)a favourable result the buyer receives from use of the product
B)a performance characteristic of a product
C)a physical characteristic of a product
D)a way the product will work when used
E)an intangible characteristic of a product

Question 61

"This air conditioner has a high energy-efficiency rating that will save you 10 percent on your energy costs and improve your bottom line because it uses less electricity." Which of the following represents the order of the features, advantages, and benefits as provided in the quote?

A)Benefit, feature, and advantage
B)Feature, advantage, and benefit
C)Feature, benefit, and advantage
D)Advantage, feature, and advantage
E)Benefit, advantage, and feature

Question 62

The text suggests a preferred order for a salesperson to present a product's features, advantages, and benefits.What is that preferred order?

A)Advantages first is the preferable method.
B)Benefits first is the preferable method.
C)Features first is the preferable method.
D)It is wise to vary the order of features, advantages, and benefits during your presentation.
E)Benefits are always last as per the acronym FAB

Question 63

A stockbroker tells a customer the following statement: "By investing in this stock, it will give you peace of mind." What term embodies this statement?

A)product benefit
B)segmentation variable
C)a hook
D)feature
E)market identifier

Question 64

"Our machine includes a one-year guarantee on parts and labour." What term describes this statement?

A)feature
B)segmentation variable
C)benefit
D)market variable
E)advantage

Question 65

Which of the following is correct when describing the meaning of the acronym FAB

A)the features and basic attributes of a product
B)the features and basic benefits of a product
C)the features, actual attributes, and benefits of a product
D)the features, advantages, and benefits of a product
E)the future advantages and benefits of a product

Question 66

In order for a salesperson to answer the question "What's in it for me?" (from the perspective of the customer), what must he or she be able to demonstrate to the client?

A)features of the product
B)tangible characteristics of the product
C)benefits of the product
D)advantages of the product
E)performance characteristics of the product

Question 67

"This machine will copy on both sides of the paper instead of only one," is an example of what kind of statement?

A)feature statement
B)economic need statement
C)market identifier statement
D)advantage statement
E)benefit statement

Question 68

"This SUV gets 20% more kilometres to the litre than others with equal cargo space," is an example of what kind of statement?

A)benefit
B)segmentation variable
C)advantage
D)feature
E)market trait

Question 69

"This shampoo contains no harsh chemicals." What term describes this statement?

A)market identifier
B)segmentation variable
C)advantage
D)benefit
E)feature

Question 70

In what order are the feature, advantage, and benefit presented in the following statement? "This television's solid-state design produces a more vivid picture that will make your television viewing more enjoyable."

A)feature, benefit, and advantage
B)advantage, feature, and benefit
C)feature, advantage, and benefit
D)advantage, benefit, and feature
E)benefit, advantage, and feature

Question 71

A salesperson makes the following statement: "With its 25 percent market share, this is the best-selling laser printer on the market today."

A)advantage
B)segmentation variable
C)feature
D)market property
E)benefit

Question 72

"We bake our bread daily with natural ingredients" states a clerk when the customer brings up the high price of a loaf of bread when compared to the store next door.In this exchange, what is the clerk referencing to justify the higher price?

A)market identifier
B)segmentation variable
C)feature
D)advantage
E)a neutral benefit

Question 73

Which of the following terms best describes the following: "This cellular phone has a 12-centimetre screen with a high-resolution camera."

A)feature
B)segmentation basis
C)advantage
D)market need
E)benefit

Question 74

The statement "By adding vegetables to your meal it will add variety to your meal planning," is an example of what kind of statement?

A)product feature
B)segmentation basis
C)benefit
D)achievement
E)advantage

Question 75

The statement "This light bulb lasts twice as long as competing brands," is an example of what kind of statement?

A)feature
B)advantage
C)segmentation variable
D)market trait
E)benefit

Question 76

Which term best describes the descriptor "New"?

A)segmentation variable
B)need stimulator
C)advantage
D)feature
E)benefit

Question 77

"This Internet package will provide you with the ability to download files very fast." What term describes this statement best?

A)market identifier
B)segmentation basis
C)performance characteristics
D)product variable
E)benefit

Question 78

A salesperson makes the following statement: "This chicken is quick-frozen at 30 degrees below zero." Which term best describes the salesperson's statement?

A)benefit
B)market need
C)advantage
D)segmentation variable
E)feature

Question 79

In what order are the feature, advantage, and benefit presented in the following statement? "The new iPhone has a 10 percent greater battery capacity than phones of similar weight and size and, it will save you at least $100 annually because it recharges quickly using less electricity."

A)advantage, feature, and benefit
B)feature, advantage, and benefit
C)advantage, benefit, and feature
D)feature, benefit, and advantage
E)benefit, advantage, and feature

Question 80

An experienced salesperson is trying to explain to a less experienced salesperson the notion of a benefit statement.Which of the following would NOT be used to describe a benefit statement?

A)saves the customer money
B)will improve profits
C)how the product is made
D)will give the customer peace of mind
E)will increase the top line