Deck 4: The Selling Process

Question 1

Which of the following does not accurately describe most of today's professional salespeople?

A) focuses on serving customers
B) is product oriented
C) develops sales call strategy to achieve specific objectives
D) listens to and communicates meaningfully with customers

Answer 1

is product oriented

Question 2

Which of the following does not accurately describe most of today's professional salespeople?

A) focuses on selling to customers
B) tries to help customers solve their problems
C) follows up with customers to provide service and ensure satisfaction leading to customer loyalty
D) stresses customer benefits and service in sales presentations

Answer 2

stresses customer benefits and service in sales presentations

Question 3

Which of the following accurately describes most of yesterday's salespeople?

A) Follows up with customers to provide service and ensure satisfaction leading to customer loyalty
B) does little sales call planning
C) makes sales pitches without listening much to customers
D) stresses product features and price in sales presentations

Answer 3

stresses product features and price in sales presentations

Question 4

The first step in the personal selling process is:

A) approaching the prospect
B) prospecting and qualifying
C) making the sales presentation and demonstration
D) planning the sales call (preapproach)

Question 5

The third step in the personal selling process is:

A) approaching the prospect
B) prospecting and qualifying
C) making the sales presentation and demonstration
D) planning the sales call (preapproach)

Question 6

The fourth step in the personal selling process is:

A) approaching the prospect
B) prospecting and qualifying
C) making the sales presentation and demonstration
D) planning the sales call (preapproach)

Question 7

The fifth step in the personal selling process is:

A) prospecting and qualifying
B) following up and servicing the account
C) confirming and closing the sale
D) negotiating sales resistance or buyer objections

Question 8

The sixth step in the personal selling process is:

A) prospecting and qualifying
B) following up and servicing the account
C) confirming and closing the sale
D) negotiating sales resistance or buyer objections

Question 9

The seventh step in the personal selling process is:

A) prospecting and qualifying
B) following up and servicing the account
C) confirming and closing the sale
D) negotiating sales resistance or buyer objections

Question 10

Which of the following are not among the four criteria salespeople use to qualify leads?

A) need
B) want
C) authority
D) money

Question 11

In prospecting for customers, the acronym NAME refers to

A) need, authority, money, eligibility
B) name, address, money, eligibility
C) name, authority, money, eligibility
D) need, address, money, eligibility

Question 12

Which of the following is not a random lead-searching method?

A) e-mails
B) territory blitz
C) direct mail
D) cold calls

Question 13

Which of the following is a direct selective lead-searching method?

A) web sites
B) broadcast media
C) print media
D) personal observation

Question 14

Which of the following is not a direct selective lead-searching method?

A) current satisfied customers and former customers
B) endless chain
C) territory blitz of organizations
D) advertising

Question 15

Which of the following is not a direct selective lead-searching method?

A) centers of influence
B) endless chain
C) personal observation
D) door-to-door canvassing of organizations

Question 16

The __________ refers to the first step in the PSP, wherein salespeople find leads and qualify them on four criteria: need, authority, money, and eligibility to buy.

A) approach
B) preapproach
C) prospecting
D) close

Question 17

A __________ represents the name and address or telephone number of a person or organization potentially needing the company's products or services.

A) qualification
B) lead
C) prospect
D) objectives

Question 18

The first step in the preapproach planning stage is:

A) conduct a problems and needs assessment for the prospect
B) "sell" the sales call appointment to the prospect through prenotification
C) prepare the prospect for the initial sales call
D) gather and analyze information about the prospect

Question 19

The second step in the preapproach planning stage is:

A) conduct a problems and needs assessment for the prospect
B) "sell" the sales call appointment to the prospect through prenotification
C) prepare the prospect for the initial sales call
D) gather and analyze information about the prospect

Question 20

The fourth step in the preapproach planning stage is:

A) conduct a problems and needs assessment for the prospect
B) "sell" the sales call appointment to the prospect through prenotification
C) prepare the prospect for the initial sales call
D) gather and analyze information about the prospect

Question 21

The fifth step in the preapproach planning stage is:

A) select the best sales presentation and demonstration strategy for the prospect
B) gather and analyze information about the prospect
C) identify the product features, advantages, and benefits likely to be of most interest to the prospect, with major focus on the benefits
D) plan and rehearse your approach to the prospect

Question 22

The sixth step in the preapproach planning stage is:

A) select the best sales presentation and demonstration strategy for the prospect
B) gather and analyze information about the prospect
C) identify the product features, advantages, and benefits likely to be of most interest to the prospect, with major focus on the benefits
D) plan and rehearse your approach to the prospect

Question 23

The seventh step in the preapproach planning stage is:

A) select the best sales presentation and demonstration strategy for the prospect
B) gather and analyze information about the prospect
C) identify the product features, advantages, and benefits likely to be of most interest to the prospect, with major focus on the benefits
D) plan and rehearse your approach to the prospect

Question 24

The first face-to-face contact with the prospect is known as the __________.

A) approach
B) preapproach
C) prospecting
D) close

Question 25

Which of the following is not a component of setting sales call objectives?

A) measurable
B) temporal
C) achievable
D) relationship

Question 26

Which of the following is not a component of setting sales call objectives?

A) measurable
B) temporal
C) adaptive
D) relationship

Question 27

In using SMART steps to set sales call objectives, measurable is associated with

A) the goals you set are realistic and achievable
B) establish with the prospect a specific time frame for achieving the major objective
C) quantifiable-for example, a certain number of units or dollar sales volume
D) further a positive long-term relationship with the prospect whether you achieve your major objective on this sales call or not

Question 28

In using SMART steps to set sales call objectives, temporal is associated with

A) the goals you set are realistic and achievable
B) establish with the prospect a specific time frame for achieving the major objective
C) quantifiable-for example, a certain number of units or dollar sales volume
D) further a positive long-term association with the prospect whether you achieve your major objective on this sales call or not

Question 29

Which of the following is not one of the three different overall objectives that sales calls are supposed to achieve?

A) lower costs and expenses
B) generate sales
C) develop the market
D) protect the market

Question 30

Which of the following is not one of different non-product-related strategies for approaching customers?

A) mutual acquaintance or reference
B) self-introduction
C) customer benefit
D) free gift or sample

Question 31

Which of the following is not one of different consumer-directed strategies for approaching customers?

A) compliment or praise
B) dramatic act
C) question
D) survey

Question 32

Which of the following is not one of different piquing-interest strategies for approaching customers?

A) customer benefit
B) question
C) curiosity
D) none of the above

Question 33

In a __________ approach it is necessary to modify each sales presentation and demonstration to accommodate each individual prospect.

A) canned (or programmed) selling
B) smart selling
C) adaptive selling
D) assertive selling

Question 34

Any highly structured or patterned selling approach refers to __________.

A) canned (or programmed) selling
B) smart selling
C) adaptive selling
D) assertive selling

Question 35

The critical center stage or "showtime" in the selling process is:

A) prospecting and qualifying
B) approaching the prospect
C) making the sales presentation and demonstration
D) confirming and closing the sale

Question 36

During the sales presentation and demonstration, salespeople do all the following except:

A) highlights their features, advantages, and benefits
B) presents the products and services that will best satisfy those needs
C) start negotiations
D) stimulates desire for the offerings with a skillful demonstration

Question 37

The best sales presentations are

A) canned and highly structured
B) totally adaptive with no canned parts
C) often blend the canned and adaptive approaches
D) ad-libbed because they come across more natural to prospects and customers

Question 38

Which sales presentation strategy asks a series of positive leading questions?

A) need satisfaction
B) formula
C) consultative problem solving
D) stimulus response

Question 39

Which sales presentation employs a combination of several sales presentation methods?

A) stimulus response
B) formula
C) need satisfaction
D) depth selling

Question 40

The advantage of the stimulus-response selling strategy is the

A) customer is stimulated to become involved in vigorous give-and-take discussions with the salesperson
B) customer gets in the habit of saying "yes" to a series of positive leading questions by the salesperson
C) salesperson listens and responds to the prospect while trying to discover his or her needs
D) customer is led to purchase action by being asked a series of controversial and confusing questions that distract him or her until the salesperson makes the close

Question 41

An advantage of the formula sales presentation strategy is that

A) it has a higher closing ratio than other sales presentation strategies.
B) the prospect is led through the mental states of buying (attention, interest, desire, and action).
C) it facilitates the prospect and salesperson working together to understand and solve problems through uninhibited discussion.
D) it allows the salesperson to reach all buying center decision makers simultaneously.

Question 42

An advantage of the need satisfaction sales presentation strategy is that it

A) has a very high closing ratio
B) is easy for inexperienced salespeople to master
C) focuses on a "win-lose" outcome that makes the negotiations spirited and exciting for both parties
D) usually reveals the dominant buyer needs and motivations

Question 43

A disadvantage of the need satisfaction sales presentation strategy is that

A) latent needs that are not articulated may be overlooked
B) it is weak in overcoming prospect objections
C) it may appear too mechanical to prospects because it follows a canned formula called AIDA
D) it makes most prospects feel uncomfortable because it uses techniques from psychiatric theory to persuade people to reveal their innermost needs and desires

Question 44

An advantage of the consultative problem-solving sales presentation strategy is that the

A) salesperson and prospect negotiations are highly structured and efficient in moving toward the sales close
B) strategy and techniques are easy to learn so most new salespeople readily become skilled in its use
C) salesperson and prospect negotiations focus on a "win-win" outcome
D) strategy and techniques emphasize a "winner take all" outcome which makes the negotiations exciting for both prospect and salesperson

Question 45

Which of the following is an advantage of the depth selling sales presentation strategy?

A) it is the most effective in dealing with prospect objections
B) it is a customized mix of the best elements of other strategies
C) it is the easiest strategy for inexperienced salespeople to learn
D) it is the only strategy that focuses on "win-win" outcomes

Question 46

What is the major advantage of the team selling sales presentation strategy?

A) it increases the chances of reaching all members of the buying center
B) it is the most effective strategy for overcoming buyer resistance because at least one member of the selling team can think of an answer to every objection raised
C) it applies the generally accepted theory that whoever has the most representatives at the negotiating table wins
D) it overcomes prospect boredom in sales presentations by switching presenters every fifteen minutes

Question 47

Anything that the prospect or customer says or does that impedes the sales negotiations is called __________.

A) valid objections
B) invalid objections
C) objections
D) smart objections

Question 48

Irrelevant, untruthful delaying actions or hidden reasons for not buying are called __________.

A) valid objections
B) invalid objections
C) objections
D) smart objections

Question 49

The following are examples of valid objections except:

A) product objections
B) price objections
C) latent objections
D) promotion objections

Question 50

The following are examples of valid objections except:

A) distribution objections
B) stalling objections
C) capital objections
D) source objections

Question 51

The following are examples of invalid objections except:

A) latent objections
B) stalling objections
C) ethical objections
D) none of the above

Question 52

The following are examples of invalid objections except:

A) time objections
B) stalling objections
C) unethical objections
D) smart objections

Question 53

Provide proof strategies and techniques for negotiating buyer objections include all except:

A) case history
B) I'm coming to that
C) propose trial use
D) demonstration

Question 54

Switch focus strategies and techniques for negotiating buyer objections include all except:

A) alternative product
B) feel, felt, found
C) pass-off
D) comparison or contrast

Question 55

Offset strategies and techniques for negotiating buyer objections include all except:

A) case history
B) boomerang
C) compensation or counterbalance
D) agree and neutralize

Question 56

The __________ represents the stage in the PSP where the salesperson tries to obtain the prospect's agreement to purchase the product.

A) approach
B) close
C) prospecting
D) follow-up

Question 57

Assuming that the purchase decision has already been made so that the prospect feels compelled to buy is known as a __________.

A) contingent close
B) choice close
C) success story close
D) assumptive close

Question 58

Offering the prospect alternative products from which to choose represents a __________.

A) contingent close
B) choice close
C) success story close
D) assumptive close

Question 59

Telling a story about a customer with a similar problem who solved it by buying the product. Alternatively, provide satisfied customers' written or verbal testimonies supporting the product. Especially effective are endorsements from people well known and respected by the prospect is known as a__________.

A) contingent close
B) choice close
C) success story close
D) assumptive close

Question 60

Eliciting the prospect's agreement to buy if the salesperson can demonstrate the benefits promised refers to a__________.

A) contingent close
B) choice close
C) success story close
D) assumptive close

Question 61

Offsetting an undeniable objection by balancing it with an important buying benefit represents a _________.

A) future order close
B) if/when close
C) counterbalance close
D) boomerang close

Question 62

Turning an objection around so that it becomes a reason for buying is known as a__________.

A) future order close
B) if/when close
C) counterbalance close
D) boomerang close

Question 63

If a prospect does not have a current need, but may have one in the future, the salesperson can ask for a commitment from the prospect to purchase at a future time is called a _________.

A) future order close
B) if/when close
C) counterbalance close
D) boomerang close

Question 64

The _________technique asks the prospect to assign a quantified likelihood of signing a sales contract in the near future.

A) stimulus-response close
B) minor points close
C) probability close
D) suggestion close

Question 65

The ___________ gets the prospect to accept the advice offered without giving it a great deal of thought. A salesperson could indicate that the many customers who have purchased the product have reported high levels of satisfaction, thereby suggesting that the prospect should purchase it.

A) stimulus-response close
B) minor points close
C) probability close
D) suggestion close

Question 66

The ___________ uses a sequence of leading questions to make it easier for the prospect to say yes when finally asked for the order.

A) stimulus-response close
B) minor points close
C) probability close
D) suggestion close

Question 67

The ___________ secures favorable decisions on several minor points, leading to eventual purchase of the product.

A) stimulus-response close
B) minor points close
C) probability close
D) suggestion close

Question 68

The ___________ suggests that the opportunity to buy is brief because demand is high and the product is in short supply.

A) stimulus-response close
B) standing room only close
C) probability close
D) suggestion close

Question 69

Warning the prospect about some upcoming event that makes it more advantageous to buy now is known as the __________.

A) impending event close
B) compliment close
C) advantage close
D) puppy dog close

Question 70

The ________ emphasizes the specific merits of making a timely decision, while still stressing a sense of immediacy.

A) impending event close
B) compliment close
C) advantage close
D) puppy dog close

Question 71

The ________ lets the prospect use the product for a while and, as with a puppy, an emotional attachment may develop, leading to a purchase.

A) impending event close
B) compliment close
C) advantage close
D) puppy dog close

Question 72

The ________ praises prospects for raising interesting and intelligent questions to flatter their egos and lead them to sign the sales order.

A) impending event close
B) compliment close
C) advantage close
D) puppy dog close

Question 73

In using the ________, salespeople identify a number of merits for purchasing a product, but save a few to use if the prospect exhibits resistance yet again.

A) repeated-yes close
B) reserve advantage close
C) dependency close
D) summary close

Question 74

The ________is used to break the "choke-hold" that a competing firm has over a prospect's business by suggesting that the prospect needs an alternative supplier to reduce the risk of being dependent on one supplier.

A) repeated-yes close
B) ask-for-the-order close
C) dependency close
D) summary close

Question 75

The ________asks the prospect a series of questions, start filling out basic information on the contract or order form.

A) repeated-yes close
B) ask-for-the-order close
C) dependency close
D) summary close

Question 76

The ________summarizes the advantages and disadvantages of buying the product before asking for the order.

A) repeated-yes close
B) ask-for-the-order close
C) dependency close
D) summary close

Question 77

The ________ requires a salesperson to pose several leading questions to which the prospect has little choice but to respond in an affirmative manner.

A) repeated-yes close
B) ask-for-the-order close
C) dependency close
D) summary close

Question 78

The ________ requires the salesperson to identify and present a synopsis of the various salient benefits that the sales solution offers.

A) technology close
B) action close
C) negotiation close
D) benefits close

Question 79

In employing the ________the salesperson simply hands the prospect a pen along with the contract, and frequently the prospect, almost by reflex, will sign.

A) technology close
B) action close
C) negotiation close
D) benefits close

Question 80

In the ________both the buyer and the salesperson make a compromise, thus ensuring a "win-win" agreement.

A) technology close
B) action close
C) negotiation close
D) benefits close