Deck 11: Obtaining Commitment

Question 1

Assertive salespeople attempt to create new needs in customers through persuasion.

Answer 1

False

Question 2

The most straightforward,effective method of obtaining commitment is the benefit summary method.

Answer 2

False

Question 3

In the context of credit terms,2/10,n30 indicates a discount of two-tenths if paid within 30 days.

Answer 3

False

Question 4

FOB destination is also known as FOB installed.

Question 5

Buying signals can be evidenced only in a buyer's comments.

Question 6

Salespeople should rely solely on trial orders.

Question 7

If Mary's Nursery Company quotes an FOB origin price to a buyer in Delaware,it means the buyer will pay the shipping costs.

Question 8

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

Question 9

Salespeople should never apologize for the price they present.

Question 10

Seldom does one psychological moment govern the complete success or failure of a sales presentation.

Question 11

A trial order is no commitment.

Question 12

Obtaining commitment is critical for the success of salespeople and their firms.

Question 13

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.

Question 14

Sales can take place even without the buyers' commitment.

Question 15

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

Question 16

The Ben Franklin method of closing a sale is used to list only the advantages of a product or service and not the disadvantages.

Question 17

The traditional emphasis on getting the sale no matter what always has positive consequences.

Question 18

Partnering methods of obtaining commitment are designed to reduce or eliminate choice.

Question 19

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

Question 20

The most common type of discount is the quantity discount.

Question 21

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

A) It increases the time spent with the buyer.
B) It helps in selling products to the buyer who doesn't need it.
C) It is intrinsically and extrinsically rewarding.
D) It is easier to convince the buyer to do the seller a favor by buying the product.
E) Skill in obtaining prospect commitment is important for all of the above reasons.

Question 22

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

Question 23

If Perkston's Aquatic Store,a retailer of aquarium fish and supplies,buys one 200-gallon fish tank from Merida's 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 discount.
B) promotional allowance.
C) trade discount.
D) functional discount.
E) single-order discount.

Question 24

The owner of a pet store ordered $200 worth of bird feed from Cadmia Avicultural Research Inc.The invoice dated October 18 that was sent to the store owner mentioned "3/10,EOM." This detail indicates that if the store owner pays the bill on November 2,:

A) the price will increase by three percent.
B) he will get a three percent discount.
C) he will get a 10 percent discount.
D) the price will be tripled.
E) he will get no discount.

Question 25

Kendall is the new owner of a catering company.She receives an invoice for a new walk-in refrigerator which mentions "2/10,n/30." Which of the following statements best explains this?

A) 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) 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) 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) 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) 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 26

Most sales take only one call to complete.

Question 27

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 28

Which of the following statements is true of obtaining commitment from a buyer?

A) Even without a buyer's commitment, a sale can take place.
B) Obtaining commitment deals only with securing an order.
C) The process of obtaining commitment occurs only toward the end of any sales call.
D) If obtaining commitment fails for any reason, the salesperson should argue or show his disappointment to the prospect.
E) Salespeople gain commitment repeatedly, for instance, when checking to see whether the customer's entire needs have been identified.

Question 29

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

Question 30

The balance sheet method of obtaining commitment will never insult a buyer's intelligence.

Question 31

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

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

Question 32

After making a sale,the salesperson should avoid a follow up,as the customer might get annoyed.

Question 33

If Louis,a salesperson,appears overly excited when he senses his prospects are about to commit,they may interpret his reactions as nonverbal cues indicating he is dishonest.

Question 34

Which of the following statements is true of shipping costs?

A) FOB installed indicates that the title and responsibility are transferred before the equipment is installed and used for operation.
B) FOB origin is also referred to as FOB installed.
C) The terms and conditions of a sale exclude shipping costs involved in transporting the goods.
D) Shipping costs are solely borne by the seller.
E) FOB destination means the buyer will take responsibility for the goods once they reach the buyer's location, and the seller will pay the freight.

Question 35

The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron,a distributor of gardening equipment.The invoice she received from The Brass Baron read,"2/15,n/30," and arrived on March 19.If she pays the invoice on April 10:

A) she will get a two percent discount.
B) the price will increase by two percent.
C) she will get no discount.
D) she will get a 15 percent discount.
E) the price will be doubled.

Question 36

Which of the following statements is true of closing techniques?

A) Salespeople are advised to concentrate on closing orders rather than on developing relationships with customers.
B) Customers make a buying decision, rather than the salesperson closing the sale.
C) A high pressure close is necessary when the sales person has done a good job throughout the process of obtaining commitment.
D) For very low-priced products (as in door-to-door magazine sales), closing techniques decreases the chances of a sale.
E) Closing receives very little emphasis in sales training.

Question 37

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

Question 38

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 should:

A) decrease the price if the buyer seems to be uninterested.
B) avoid follow-ups as it might push the buyer to buy.
C) not pressurize the customer into making a commitment.
D) ask the buyer to do him a favor and buy his product.
E) do or expect all of the above.

Question 39

A probing method of obtaining commitment utilizes a series of questions to discover the reason behind a buyer's hesitation.

Question 40

A salesperson must uncover the reasons behind his or her inability to obtain commitment.

Question 41

Candace enjoys meeting potential buyers.They always have a nice time discussing the products she represents.She assumes that since the prospect will buy when he or she is ready,there is no need for her to be pushy.She never tries to obtain commitment from the buyer because of her fear of rejection.Candace is a(n)_____ salesperson.

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

Question 42

Which of the following statements is the best example of a 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 provide weekly deliveries.
D) We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 units.
E) None of the above is an example of a benefit statement.

Question 43

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

A) impersonal
B) apathetic
C) submissive
D) assertive
E) introversive

Question 44

Which of the following statements about obtaining commitment is FALSE?

A) To obtain commitment in a nonmanipulative manner, salespeople need to let the customer set the pace.
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 fit the varying reactions of each buyer.
D) All prospects expect enough information from the salesperson to enable them 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 45

"I don't understand why you're afraid to commit to this new ad program," said Barry,sales representative of a popular radio station to the marketing manager of a large retail store."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 air starting the day after tomorrow.No other radio station offers such extensive advertising services.So,would you prefer your ads being broadcast every 60 minutes or every 30 minutes?" In this scenario,Barry would be classified as a(n)_____ salesperson.

A) aggressive
B) empathetic
C) unassertive
D) passive
E) submissive

Question 46

_____ 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) Empathetic
D) Confident
E) Determined

Question 47

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

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

Question 48

Which of the following statements is the best example of a trial close for a salesperson selling refrigerator 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 units to obtain buyer commitment.

Question 49

Connor,the owner of a startup company,has studied his competitor's offerings,the value delivered by his company's products,and the cost of providing the product to customers.Based on this research,he has set prices for his products.Therefore,Connor should:

A) never apologize for the price he quotes.
B) focus solely on price throughout his presentation.
C) remember that price is the only concern for customers.
D) aggressively discount list prices to ensure customer satisfaction.
E) not hesitate in overcharging his customers.

Question 50

Annette's nonverbal behavior suggests that she is willing to purchase products from Cadmia Nursery Company.These nonverbal cues can also be called:

A) closing flags.
B) buying signals.
C) closing links.
D) benefit openings.
E) purchase influencers.

Question 51

Jessica has been answering questions from the buyer 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 restate all 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 52

If Joe's Safety Supply Inc.quotes an FOB destination price to a factory buying five hazardous waste disposal units,it indicates that:

A) Joe's Safety Supply will pay all freight charges.
B) the factory will pay all freight charges.
C) the factory will assume complete responsibility for the units once they leave the Joe's Safety Supply loading dock.
D) Joe's Safety Supply and the factory will split all shipping charges.
E) the factory will pay for any damage caused to the units while shipping.

Question 53

Questions like "What else do you want to know about our product?" or "How does this offer on our product sound to you?" are examples of:

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

Question 54

Which of the following nonverbal signals indicate that a buyer is 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) All of the above

Question 55

Which of the following statements is the best example of a buyer offering their own requirements?

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) This software is much better than the one we are currently using. It will make it much easier to process customer data.
E) Do you have training facilities for our staff?

Question 56

If Betty agrees to purchase a new CT scan device for her hospital under the terms FOB origin,which of the following is most likely to happen?

A) The device will be loaded, shipped, and installed for free by the company selling it.
B) The device will be loaded onto transportation but after that it is Betty's responsibility.
C) The company will ship the device for free but not install it.
D) The company will install the device for free and charge for shipping.
E) Betty will pay half of the shipping and installation price.

Question 57

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

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

Question 58

Which of the following statements is true about the financial terms and conditions of a sale?

A) Price is often the last question asked.
B) FOB installed indicates that title and responsibility are transferred before the equipment is installed and operating properly.
C) Not having the cash can only delay a sale, but not prohibit it.
D) Factors that affect price are the use of quantity and other discounts, as well as credit and shipping terms.
E) FOB origin means the buyer will take responsibility for the goods once they reach the buyer's location, and the seller will pay the freight.

Question 59

If Berylia Nursery Company quotes an FOB origin price to a plant retailer,it indicates that:

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

Question 60

A prospective buyer says,"This is a great product you're selling.I don't know why someone didn't come up with this product years ago." In this scenario,the salesperson is most likely to perceive these comments as:

A) closing flags.
B) buying signals.
C) closing links.
D) spiffs.
E) purchase influencers.

Question 61

After two weeks of looking and comparing alternatives,Julie finally bought an iMac computer.The days following the purchase,she kept pondering if she should have purchased a different brand.In this scenario,Julie is experiencing _____.

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

Question 62

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

A) Direct request close
B) Minor-point close
C) Emotional close
D) Continuous yes close
E) Assumptive close

Question 63

A telemarketer who was trying to get Chloe to change her Internet usage plan asked Chloe,"Are you ready to switch now?" This scenario indicates that he was using the _____ closing method.

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

Question 64

Harold asks his prospects several questions to understand the reasons for their hesitation in buying his product.He tries to identify all the issues and tries to solve them immediately.From this scenario,it is evident that he uses the _____ method of obtaining commitment.

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

Question 65

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

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

Question 66

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) Speaking more than listening
E) All of the above

Question 67

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 Arab business prospects.
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 68

What should the salesperson NOT do if he or she fails to obtain commitment from a prospect?

A) Show honest disappointment
B) Make plans to keep in contact with the prospect
C) Leave something behind with his or her company's name, logo, phone number and/or website imprinted on it
D) Thank the prospect for his or her time
E) Ask the prospect for permission to send him or her product literature mailings

Question 69

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

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

Question 70

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 the Great America Adventure Tour that you have opted for is the right decision for you.Why don't we list the pros and cons? On the positive side,the tour will allow you to see a totally different area of the country.Now,what do you see on the negative side?" This is a partial example of the _____ method of obtaining commitment.

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

Question 71

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

A) Salespeople who get a trial order have a real commitment from their buyer.
B) A trial order is also known as a trial close.
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 72

A salesperson asks "Would you like me to send an order to your distribution center today?" In this scenario,he is using the _____ closing method.

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

Question 73

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) conspicuous consumption.

Question 74

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

A) The salesperson should never begin by asking directly for a commitment.
B) The rep should ask a series of questions designed to discover the reason for hesitation.
C) This method is especially effective with Japanese and Arab business prospects.
D) The salesperson should avoid all attempts to resolve the issues concerning the prospect.
E) After successfully dealing with the prospect's concerns, the sales rep should avoid a follow-up and let the prospect think over what has just been said.

Question 75

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

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 customer placing an order for a particular dish at a restaurant
D) Purchase of lobster to be served at a wedding feast
E) None of the above

Question 76

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect but does not claim to be able to resolve the issue.

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

Question 77

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

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 78

The sales rep from the medical supply company began writing an initial order for Karen's nursing home while he was enquiring about the required supplies they would need.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 79

A real estate agent told a prospective home buyer,"You seem to really like that last house we looked at,which is why I am informing you 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." Which of the following traditional closing methods does the real estate agent appear to be using?

A) Emotional
B) Minor point
C) Direct action
D) Standing-room-only
E) Assumptive

Question 80

As Warren concluded his meeting 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 us 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.