Deck 14: Adapting the Close and Confirming the Partnership

Question 1

A close which involves bringing the senior management to the sales presentation is called a management close.

Answer 1

True

Question 2

One reason why there are longer selling cycles today is because more people are becoming involved in many purchase decisions.

Answer 2

True

Question 3

Buyers commonly experience buyer's remorse once they place an order.

Answer 3

True

Question 4

Requirements posed by the customer may indicate readiness to buy.

Question 5

One of the least subtle buying signals displayed by the customer is the question.

Question 6

"Do you have this skirt in pink?" is a verbal buying clue.

Question 7

The direct appeal works best if it does not come too early during the sales presentation.

Question 8

Even if the customer says "no" to your request for an order,it is proper to reopen the presentation if you recall an important point.

Question 9

When the salesperson has planned a demonstration as part of the sales presentation,it is appropriate to attempt a trial close before the demonstration is complete,but not before the demonstration has begun.

Question 10

The prospect nodding in agreement after you have demonstrated an item would be a good time to close.

Question 11

A special concession close may be viewed with skepticism by some customers.

Question 12

A trial close can be used more than once during the sales presentation.

Question 13

When working on a large,complex sale one should try to achieve incremental commitment through out the sales process.

Question 14

Most nonverbal closing clues are easy to detect and interpret.

Question 15

When an attempt is made to close the sale before the prospect is ready to buy,it may be interpreted as "pressure" selling.

Question 16

After closing the sale it would be proper to say,"Do you know anyone else who might be interested in this product?"

Question 17

Other costs such as shipping and handling should be mentioned after the presentation is over and the sale has been closed so as to prevent losing the sale.

Question 18

Fear of rejection may prevent many salespeople from asking for the order.

Question 19

There is no best closing method.You need to preplan several closing methods and use the one that seems appropriate.

Question 20

Some of the most productive salespeople ask for the order as many as five times.

Question 21

Mark decided to ask the Vice President of Sales to accompany him on a sales call because he felt it would help close the sale.He was using the ________ technique.

A)company close
B)specialist close
C)management close
D)incremental close
E)balance sheet close

Question 22

The statement,"We have always wanted to own a travel trailer like this one," is a closing clue that falls into which of the following categories?

A)questions
B)oblique angles
C)requirements
D)mental commitment
E)recognitions

Question 23

An early closing sales attempt may be interpreted as ________ selling.

A)unprofessional
B)hasty
C)rushed
D)pressure
E)early

Question 24

When attempting to close,the salesperson should focus on:

A)competitors' product features.
B)competitors' product benefits.
C)customer's dominant buying motives.
D)product features.
E)product benefits.

Question 25

During the close,attention should be focused on:

A)introducing the customer to associated products and services.
B)introducing the customer to the service person responsible for the account.
C)the ceremony aspect of the presentation.
D)a more detailed analysis of customer objections.
E)the benefit that generated the greatest customer interest.

Question 26

In a multi-call sales presentation the seller should achieve incremental commitment through out the sales process.

Question 27

Non-verbal buying signals are less reliable than verbal buying signals.

Question 28

A prospect's communication style should be considered when deciding which closing technique to use with them.

Question 29

You have covered the major points of the sales presentation and detected considerable buyer interest,but you feel that the prospect will not be able to put the entire picture together without help.Which type of closing would be most appropriate?

A)summary-of-benefits close
B)trial close
C)special concession close
D)assumption close
E)oblique angle close

Question 30

Of all the closing techniques,the trial close is the best method for a salesperson to use.

Question 31

A good strategy for closing,large,complex,multi-call sales is:

A)using the special concession closing method
B)using the management closing method
C)using the direct appeal closing method
D)using the multiple option closing method
E)using the incremental commitment closing method

Question 32

A closing clue can be described as a(n):

A)the customer has mentally agreed upon the price.
B)indication that the customer is undecided about the buying decision.
C)indication that the prospect fully understands the merits of your product.
D)indication you should speed up the sales presentation.
E)verbal or nonverbal form of feedback from the customer.

Question 33

A close where the sales person lists all the reasons for buying now versus for not buying now is called a ________.

A)trial close
B)multiple option close
C)customer choice close
D)balance sheet close
E)limited choice close

Question 34

Another name for the minor point close is:

A)assumption close.
B)special concession close.
C)indirect appeal close.
D)trial close.
E)direct appeal close.

Question 35

A closing technique which involves using senior management in the sales presentation is called the:

A)incremental commitment close.
B)balance sheet close.
C)company close.
D)specialist close.
E)management close.

Question 36

Which type of closing techniques is the salesperson using when she says,"If you will sign the order today,I will guarantee delivery within five days."

A)assumption
B)foot-in-the-door
C)limited choice
D)direct appeal
E)hat-in-the-hand

Question 37

If the prospect says "no," which of the following should the salesperson avoid?

A)Display open disappointment and indicate that you would like to return later and present the proposal a second time.
B)Maintain a professional "winning" attitude even though the sale was lost.
C)Prepare the prospect to evaluate competing products.
D)Bring out an important point that was overlooked earlier.
E)Make sure the deal is really dead.

Question 38

Prospects with Directive communication style do not experience buyer's remorse because they tend to be more self-assured.

Question 39

A salesperson who says,"As I described earlier,we have two financing methods available; which of them do you prefer?" is using which of the following closing methods?

A)direct appeal close
B)negotiate the single problem
C)special concession
D)hat-in-the-hand close
E)multiple options close

Question 40

Most Yes responses come on the ________ closing attempts.

A)8th or 9th
B)4th or 5th
C)6th or 7th
D)2nd or 3rd
E)1st or 2nd

Question 41

The main reason to perform the confirmation step is to:

A)prevent or reduce buyer's remorse.
B)see if the customer is ready to buy.
C)provide a summary of benefits.
D)close the sale.
E)prepare the prospect for contact with the competition.

Question 42

When a buyer wonders whether she/he has made the right decision,it is called:

A)buying anxiety disorder.
B)noncommittal response.
C)low involvement behavior.
D)buyer's remorse.
E)cognitive doubt.

Question 43

When planning strategically for closing the sale,all of the following activities are appropriate except:

A)developing an appropriate attitude for closing.
B)practicing closing.
C)reviewing closing guidelines.
D)preparing several closing methods
E)planning a presentation which involves pressuring the customer to take immediate action.

Question 44

Miguel has had three estimates on a home alarm system and the prices are all very close.The last sales representative has indicated if Miguel purchases the alarm now he will receive a 10% discount.The type of close used is:

A)a late close.
B)an assumption close.
C)a special concession close.
D)a summary benefits close.
E)a minor point close

Question 45

The summary-of-benefits close should be used:

A)after you have recognized some verbal closing clues.
B)after you have overcome a time objection.
C)after you have overcome a price objection.
D)after you have reassured the buyer who has experienced cognitive dissonance.
E)after a good demonstration.

Question 46

The most direct closing approach,which has the advantages of clarity and simplicity is the:

A)summary of benefits close.
B)limited choice close.
C)special concession close.
D)minor point close.
E)direct appeal close.

Question 47

Rothesay makes a closing attempt at an opportune time during the sales presentation to encourage the customer to reveal readiness or willingness to buy.He is using:

A)a balance sheet close.
B)special concession close.
C)a minor point close.
D)direct appeal close.
E)a trial close.

Question 48

When a sales person tries to use two or more closing methods at the same time it is called:

A)special concession close.
B)management close.
C)multiple option close.
D)trial close.
E)combination close.

Question 49

The assumption close should be used:

A)at the beginning of the presentation.
B)anytime during the presentation.
C)at the end of the presentation.
D)at the middle of the presentation.
E)after a trial close.

Question 50

Shaneil has given her sales presentation to the Zanza Clothing Company.The buyer seems very interested so Shaneil asks,"Will next Friday be okay for delivery?" The type of close she is using is:

A)a puppy dog close.
B)a special concession close.
C)an assumption close.
D)a summary benefits close.
E)a minor point close.

Question 51

Sara is sending Ira a closing clue.She leans forward and her facial expression shows genuine interest.Her clue is what type?

A)requirement
B)verbal
C)nonverbal
D)recognition
E)statement

Question 52

Zoe sold Mr.Macklin an outdoor pool and quoted him the cost of the pool.He has checked the competitor's price and decided to go with Zoe's pool.She tells him about the cost of installation and accessories.Mr.Macklin backs out of the sale.Why?

A)Mr.Macklin changed his mind about the pool.
B)Zoe did not negotiate the tough points before the close.
C)Zoe has surprised Mr.Macklin with extra fees.
D)Mr.Macklin felt isolated by Zoe.
E)Mr.Macklin felt buyer's remorse.

Question 53

Cybil is giving Ira a closing clue by saying,"Our staff will not need to be trained to use this equipment." Her clue is what type?

A)recognition
B)opinion
C)requirement
D)statement
E)nonverbal

Question 54

Michael has been working on his confirmation step of the close.This involves:

A)ensuring he has got the order correct.
B)preparing for after-sales service.
C)discussing buyer's remorse problem with the customer.
D)reassuring the customer.
E)ensuring he has sold as much as he can.

Question 55

The close which can help a salesperson gauge a buyer's attitude towards the actual purchase is a:

A)special concession close.
B)summary of benefits close.
C)management close.
D)trial close.
E)assumption close.

Question 56

When the sales person gives the prospect several options to consider and tries to assess the prospect's degree of interest in each,it is called:

A)product choice close.
B)balance sheet close.
C)multiple option close.
D)customer choice close.
E)limited choice close.

Question 57

When a buyer does not show willingness to buy,it is appropriate to:

A)indicate a potential price increase to induce the sale.
B)give negative information about the competition.
C)reopen the presentation.
D)indicate product unavailability falsely.
E)pressure them with a standing-room only close.

Question 58

Mary-Anne is giving Ira a closing clue by saying,"What type of warranty do you provide." Her clue is what type?

A)question
B)opinion
C)statement
D)verbal
E)requirement

Question 59

"We have two models of Air-conditioners.The BRZ460 and the BRZ570.Which of these do you prefer?".This is an example of:

A)Trial close.
B)Direct appeal close.
C)Management close.
D)Multiple options close.
E)Assumption close.

Question 60

Morgan tells Mr.Bushe that his product: 1)is economical,2)warranted for five years,and 3)his company will train Mr.Bushe's staff to use the product.Morgan is using what type of close?

A)a management close
B)a late close
C)a guarantee close
D)a minor point close
E)a summary of benefits close

Question 61

Another name for the summary-of-benefits close is:

A)feature-benefit close.
B)balance-sheet close.
C)T-account close.
D)the step-by-step close.
E)value-added close.

Question 62

When the sales cycle is long and requires multi-call sales presentations,the salesperson should use the __________ approach to close the sale.

A)value commitment
B)customer commitment
C)incremental commitment
D)escalating commitment
E)total commitment

Question 63

Another name for the impending event close is:

A)the management close.
B)the imminent close.
C)the positive/negative technique.
D)the assumption close.
E)the balance-sheet close.

Question 64

The most clear,simple,and straight-forward close is the:

A)assumptive close.
B)summary-of-benefits close.
C)trial close.
D)take-it-for-granted close.
E)direct appeal close.

Question 65

__________ are closing attempts made at opportune times during the sales presentation to encourage the customer to reveal readiness or objections to buying

Question 66

When a customer says he wants to look at the competitor's products,a salesperson should:

A)discourage the customer from looking at competitor's products by emphasizing his product's superiority.
B)use a special-concession close.
C)put down the competitor's product.
D)do everything possible to help the customer make an intelligent buying decision.
E)give a price discount.

Question 67

The close which should be used with care because it could make the buyer skeptical about the true value of the product is the:

A)balance sheet close.
B)limited choice close.
C)special concession close.
D)multiple option close.
E)incremental commitment close.

Question 68

Another name for the assumptive close is:

A)indirect close.
B)the take-it-for-granted close.
C)preassumption close.
D)the take-it-or-leave-it close.
E)trial close.

Question 69

__________ selling cycles have become a fact of life in recent years.

Question 70

The close which seems appropriate when a prospect seems to be having difficulty in making a decision even after a lot of information has been provided to them,is the __________ .

A)balance-sheet close
B)special concession close
C)T-account close
D)summary-of-benefits close
E)trial close

Question 71

The __________ close offers the buyer something extra for acting immediately.

Question 72

In presentations where the salesperson has covered a lot of features and benefits about the product with a buyer,a __________ close seems appropriate.

A)multiple-option
B)special concession
C)summary-of-benefits
D)assumption
E)T-account

Question 73

A good way to practise closing is by:

A)talking to successful salespeople.
B)cold calling on customers.
C)telemarketing.
D)taking a sales training course.
E)role playing with someone.

Question 74

A salesperson who has superior _________ is better able to sense closing cues of the buyer.

A)interpersonal skills
B)IQ
C)communication skills
D)education
E)emotional intelligence

Question 75

A question such as "does this come in orange color?",posed after the negotiations stage may be interpreted as a:

A)probing question.
B)pleasure question.
C)dominant buying motive.
D)buying condition.
E)confirmation question.

Question 76

There are a number of factors that will increase the odds that you will close the sale.List those guidelines for closing the sale that have universal application in the field of selling.

Question 77

The close which is meant to encourage a buyer to act immediately is the __________.

A)direct appeal close
B)T-account close
C)assumption close
D)special-concession close
E)trial close

Question 78

"Our product's price is higher than our competitors but that is due to the superior quality of raw materials used into producing our products.You are looking for the best quality in the marketplace is that correct?" This statement is an example of a __________ close.

A)management
B)concession
C)indirect appeal
D)positive/negative
E)assumption

Question 79

At the closing stage,a salesperson should pay particular attention to:

A)the value proposition from the prospect's point of view.
B)the buyer's body language.
C)the dominant buying motive of the buyer.
D)his own level of confidence.
E)all of the above

Question 80

A __________ is any positive statement regarding your product or some factor related to the sale,such as credit terms or delivery date.