Deck 11: Closing the Beginning of a New Relationship

Question 1

In which stage of the sales process do most experienced salespersons close the deal?

A) immediately after the presentation
B) directly after the follow-up
C) during the pre-approach
D) directly after the pre-approach
E) after buying signals have been erased

Answer 1

A

Question 2

To become a truly professional salesperson,you must be able to close under fire.What does the expression "close under fire" mean to a salesperson?

A) ignore the prospect's objections and ask for the order anyway
B) shift the burden of proof to the prospect
C) deal with interruptions and "keep on selling"
D) ask for the order even when the prospect is in a bad mood
E) ask the prospect to increase his or her order even when the prospect doesn't need additional products

Answer 2

D

Question 3

Marjorie has just answered a question about her product's limited warranty.Which of the following statements would deal best with any other underlying objections?

A) "Now that we have addressed the warranty issue to your satisfaction, is there anything else that would prevent you from moving forward with an order?"
B) "Now that I have addressed your question, let me tell you about some of the great features of this product!"
C) "Now that I have addressed your question - let me tell you about our low prices."
D) "Now that I have addressed your question, let me tell you about some of the products' benefits."
E) All of these choices are correct

Answer 3

A

Question 4

The prospect asks a person from a neighbouring office to come in and asks what she thinks about your proposition.In what stage of the buying process is the prospect likely in?

A) attention stage
B) interest stage
C) desire stage
D) conviction stage
E) action stage

Question 5

One of your most inexperienced colleagues is having problems closing deals.She asks for your advice given your reputation as a "closer." Which of the following is NOT an advice you would provide her?

A) Be prepared and make sure you rehearse your presentation.
B) While making the presentation, use trial closes to move your prospect towards answering "yes" to the buy question.
C) Don't be afraid to ask for the business - they expect you to.
D) Try to anticipate potential objections your prospect may put through your way and have an answer ready.
E) Don't over prepare - just go with the flow. Your natural abilities will come to the surface.

Question 6

The textbook offers several great tips on how to close more consistently.Which of the following tips are referenced in the textbook?

A) tailor your close to each prospect
B) be sure your prospect understands any jargon you may use
C) never stop at the first "no"
D) after asking for the order, be silent
E) all of these choices are correct

Question 7

What should a professional salesperson do immediately after saying the following: "Great,shall I put in an order for 1000 units at $1.00 each to be delivered in the next few days?"

A) Discuss additional benefits and tell the prospect why he/she should buy today.
B) Be totally silent and patiently wait for a reply from the prospect.
C) Wait for 5 seconds and help the prospect answer the question.
D) Wait for 5 seconds and re-state why you believe the prospect should purchase today.
E) None of these choices are correct.

Question 8

What does the E in the SELL sequence remind you the salesperson to do during a sales presentation?

A) enlist the help of visual aids
B) explain the advantage
C) exploit your opportunity to sell
D) elicit the close
E) elevate your company's image

Question 9

Which of the following statement about the first L in the SELL sequence is correct?

A) list the features
B) let the customer talk
C) lead into the benefits
D) listen carefully
E) lead into costs

Question 10

Arthur is a sales trainer.One of the salespeople Arthur works with named Regina finds the close is the hardest part of the sales presentation.Arthur knows that to help Regina he has to determine why she finds closing so hard.What are potential areas Arthur should explore about Regina's challenges with closing?

A) has a mental block caused by a previous failure to make a sale
B) is using a poorly prepared presentation
C) lacks confidence that she can close
D) decides on her own that the prospect will not want the product
E) all of these choices are correct

Question 11

Which of the following is NOT a correct statement dealing with a salesperson who wants to close more business?

A) ask for the order and be quiet
B) avoid asking for the order more than twice so prospect will not be offended
C) take into consideration the customer's point of view in everything he does and says
D) tailor his close to each prospect
E) believe he can close the sale successfully

Question 12

What process involves the showing of a product feature,explaining the advantage,leading into a benefit,and then letting the customer talk by asking a question?

A) selling process
B) salesperson's attitude
C) unprofessional presentation
D) SELL sequence
E) trial close

Question 13

You are selling golf carts to a country club manager.The manager agrees to order three dozen carts.What should you do after finalizing the sale?

A) collect the money for the order
B) take a few moments to visit socially in order to cement the social relationship between the two of you
C) use a trial close to try to get additional sales
D) leave
E) invite the client to go have a couple of drinks to celebrate

Question 14

Which of the following is the best example of a proper trial close performed by a salesperson selling to a buyer at the head office of a large drug store chain?

A) "Is that something your customers would be interested in?"
B) "How important is just-in-time delivery for you?"
C) "Is this larger 750 gram size something that you would want?"
D) "Do our order lead times seem realistic to you?"
E) "How does that sound?"

Question 15

The prospect begins to review the purchase contract and starts to ask detailed questions about the product's warranty and how long will it take for the product to be delivered.What should the salesperson do next?

A) Don't ask for the order yet, go back to your FABs
B) Ask for the order now!
C) Answer the questions and ask for the business
D) Answer the questions and continue with your planned sales presentation
E) All of these choices are correct.

Question 16

Which of the following is/are NOT correct description(s)of the acronym SELL?

A) S- show the feature
B) E - engage the prospect
C) L - lead into benefit(s)
D) L - let the customer speak
E) All of these choices are correct

Question 17

While working with a customer at your weekend job at a plant nursery,you notice he is closely examining a garden cart,closely measuring the dimensions of the cart and contents.What is this customer indicating to the salesperson?

A) he is prospecting
B) he would prefer to be left alone
C) you are receiving a buying signal
D) it's a good time to attempt a boomerang close
E) none of these choices are correct

Question 18

The textbook recommends a minimum number of times a salesperson should attempt to close "before you count yourself out of the sale." What is that minimum number?

A) one
B) two
C) three
D) four
E) dependent on the situation and the prospect

Question 19

Which of these conditions are perfect opportunities to use a trial close?

A) after an important FAB is described
B) after successfully addressing an objection
C) immediately after mentioning an important product feature
D) when the salesperson requires some element of feedback from the prospect
E) all of these choices are correct

Question 20

Which of the following describes a good time to use a trial close?

A) during the prospecting stage
B) immediately after the introduction
C) after answering an objection
D) immediately after closing the sale
E) all of these describe good times to use a trial close

Question 21

What particular closing technique is based on the process people use to make decisions?

A) minor points
B) T-account
C) negotiation
D) forestalling
E) compliment

Question 22

Which of the following is NOT be a true statement associated with the "summary of benefits" closing technique?

A) should end with you making a proposal
B) possibly the most popular closing technique
C) should be used when you need a straightforward close
D) use the presentation to determine benefits the prospect is interested in before using this technique
E) summarize the benefits of the product or service before you determine the key benefits the prospect is looking for

Question 23

A salesperson says to her prospect,"I would like to show you how our product will help you be successful." What is the salesperson doing?

A) being assertive
B) being overconfident
C) being direct
D) being aggressive
E) being overbearing

Question 24

When Michelle treats her prospects with respect and consciously seeks a win-win situation,what is she doing?

A) being aggressive
B) being passive
C) being assertive
D) being empathetic
E) being passive-aggressive

Question 25

Which closing technique tends to generate in the prospect a sense of excitement and the need for quick action on their part?

A) probability
B) urgency
C) minor-points
D) assumptive
E) balance-sheet

Question 26

The salesperson has just asked the prospect to order three cases of pet flea collars,and his prospect says,"I want to think it over." Which close is recommended for this situation?

A) probability
B) standing-room-only
C) minor-points
D) assumptive
E) balance-sheet

Question 27

A salesperson uses the following statement in trying to close a deal: "I am prepared to give you a 15% discount if you agree to increase the order size by 15%-both of us win in this situation.You secure a lower price,and we receive a larger order.How does that sound?" What closing technique is being effectively used here by the salesperson?

A) assumptive
B) T-account
C) negotiation close
D) minor-points
E) counterbalance

Question 28

Which of the following rules is NOT included on the text's list of twelve keys to successful closing?

A) Summarize benefits as related to the buyer's needs.
B) Ask for the order and then be quiet.
C) Assume the prospect is going to say "no."
D) Think that you're going to be successful.
E) Use trial closes during and after the presentation.

Question 29

Julie notices her prospect is having a hard time deciding whether to lease a new car.To help the prospect decide,Julie asks the prospect to make two lists: one list for the pros of leasing and the other list for the cons of leasing.What specific closing technique is Julie using with her prospect?

A) summary-of-benefits
B) alternative-choice
C) minor-points
D) assumptive
E) T-account

Question 30

Even though Bob and Marie had not placed their order,the salesperson asked,"Would you prefer delivery of this shower enclosure Thursday or Saturday?" Which of these terms best describes this closing technique?

A) double-yes
B) forestalling
C) minor-points
D) assumptive
E) T-account

Question 31

Duarte returned to head office and was very proud of a recent deal.He managed to convince a prospect to pay full price for a product,knowing that he could have discounted the price marginally for this long-term customer.He said the following to his manager; "I won,he lost!" How would you describe Duarte's behaviour?

A) Aggressive
B) Empathetic
C) Sympathetic
D) Assertive
E) Self-confident

Question 32

When talking to a young man buying his first new car,the salesperson said,"I'm not sure we have a CD player to fit your car.Would you want it if we have it in stock?" What closing technique is the salesperson using?

A) probability
B) urgency
C) minor-points
D) assumptive
E) balance sheet

Question 33

Even though the prospect had not yet agreed to buy,the salesperson said,"I'll make sure the carpeting is delivered to your house on Saturday." Which of the following terms best describes this statement?

A) compliment
B) alternative-choice
C) minor-points
D) assumptive
E) standing-room-only

Question 34

As the salesperson hands Kent the sunglasses,he asks,"You like the fit,the colour,and how these glasses darken,right?" What classical closing technique is the salesperson using?

A) summary-of-benefits
B) alternative-choice
C) minor-points
D) assumptive
E) assertiveness

Question 35

Which of the following statements about the key to successful closing is true yet counterintuitive?

A) Preparation is key to successfully closing a deal.
B) Confirming objections are fully addressed, is key to success.
C) Closing the deal is often the easiest part of the process.
D) Being optimistic is key to success.
E) Meaningful and targeted presentations are keys to success.

Question 36

During the closing process,a car salesperson asks the customer the following question: "Would you like a 3 or 5-year extended warranty with your new purchase?" Which specific closing technique is this salesperson using?

A) the T-account close
B) the alternative-choice close
C) the small numbers close
D) the assumptive close
E) the major-point close

Question 37

Under what specific situation is the assumptive close especially effective?

A) when the summary-of-benefits has been provided
B) when only two choices have been provided
C) when the prospect/customer trusts the salesperson
D) when the purchase decision is complex
E) when the product is relatively new in the market with little track history

Question 38

Angelo is trying to sell hand tools to a prospect who is not only a self-styled do-it-yourself expert,but who is also in a bad mood today.What closing technique would you suggest be used in this scenario?

A) summary-of-benefits
B) alternative-choice
C) minor-points
D) compliment
E) standing-room-only

Question 39

Most sales negotiations focus on what two major themes?

A) price and value
B) delivery and invoice terms
C) quality and delivery
D) price and delivery
E) availability and quality

Question 40

You have been asked to explain the central theme associated with the "negotiation close" technique.Which of the following statement should be central to your explanation?

A) overcome a prospect's objections that you are unable to answer directly
B) make the prospect think she has haggled you down to your best offer, whether it is true or not
C) determine who gets the better end of the deal
D) find ways for both parties to have a fair deal
E) get the prospect to reveal his true objections to you in a candid manner

Question 41

Regretfully,Mathew was not successful when he asked the customer to sign up for his company's cable TV package.What should Mathew do when faced with this scenario?

A) Stay professional
B) Stay cheerful
C) Ask for referrals
D) Thank the prospect for their time
E) All of these choices are correct

Question 42

When prospects enter the conviction stage of the mental buying process,they often will provide the salesperson with buying signals.

Question 43

There are many factors to consider when closing sales if you want to be more effective.Which of the following is NOT one of the factors suggested in the textbook?

A) make sure your prospect understands by providing full disclosure
B) stop the sales process after you are told NO by the prospect - you do not want to come across as being rude
C) usually, trial closes should happen before the salesperson closes the sale
D) make sure you set high goals for yourself
E) what you do and how you do it should always consider the perspective of the prospect

Question 44

After a strong sales presentation,Luis asks the prospect to commit to order 200 smart phones? What should Luis do next?

A) keep pumping them with FABs
B) keep quiet until he gets a response
C) begin to negotiate terms
D) pull out the order form
E) start putting away his sales material

Question 45

According to the textbook,which of the following statements about the business proposition and closing is FALSE?

A) try to delay as much as possible having to handle negative customer attitude
B) establish two-way communication between you and the prospect
C) recognize how your product can satisfy a prospect's real need
D) use a benefit statement when closing
E) commitment from the customer must illicit some action plan on the part of the prospect

Question 46

What is the main purpose of using trial closes during a sales presentation?

A) to get the prospects commitment to buy
B) to put some pressure on the prospect
C) to persuade the prospect to buy
D) to obtain feedback on the salesperson's offering
E) none of these choices are correct

Question 47

A prospect begins by asking question about warranty and delivery dates,carefully examines the merchandise or says to their partner; "What do you think?" What kind of signal is this prospect providing?

A) negotiation signals
B) boomerang signals
C) wasting time signals
D) buying signals
E) conversation signals

Question 48

The trial close is synonymous with needs-analysis.They are both designed to uncover buyer needs.

Question 49

Danica tells her prospect that inventory of her products is running very low and that the prospect should act quickly to secure the order.What closing technique is Danica using?

A) T-account close
B) rushed close
C) high pressure selling
D) urgency close
E) probability close

Question 50

An example of a strong buying signal is when the prospect begins to carefully examine the product and starts to ask questions.

Question 51

Closing is the process of helping people make a decision that will benefit them.

Question 52

When is the best time to use a trial close?

A) after an important FAB
B) after addressing an objection
C) just before trying a real close
D) when the salesperson needs buyer response
E) all of these times would be a good time for a trial close

Question 53

Often the close of the sale comes after the presentation.

Question 54

The 2^nd L in the SELL sequence deals with looking out for opportunities to cross-sell other products or services.

Question 55

Which of the following describes a common mistake that prevents a salesperson from making a successful sales call?

A) Salesperson expects the prospect to take an active role in the presentation.
B) Salesperson responds to customer needs with benefits.
C) Salesperson doesn't recognize when or how to close.
D) Salesperson asks too many closed-ended questions.
E) Salesperson is able to recognize and handle negative buying signals.

Question 56

Which of the following is NOT a recommended closing technique to use if you the salesperson are dealing with an indecisive prospect?

A) summary-of-benefits close
B) probability close
C) negotiation close
D) compliment close
E) the Benjamin Franklin close

Question 57

What should a professional salesperson be able to do to improve his/her sales performance?

A) ask questions to gather information
B) recognize how the benefits of the product satisfy the customer's need(s)
C) establish a balanced dialogue with customers
D) use a benefit summary and action plan requiring commitment when closing
E) all of these choices are correct

Question 58

At the end of their discussion about her products,Sophia pulls out her tablet and shows the prospect graphs,bar charts and profit trends that drive home the points Sophia was trying to make to sell her product.What closing technique is Sophia using to improve the probability of having a successful sales presentation?

A) technology close
B) probability close
C) T-account close
D) summary-of-benefits close
E) minor-points close

Question 59

Closing techniques should be chosen based on the specific situation you are facing.Which of the following bundles of techniques are likely to prove effective in dealing with an indecisive prospect?

A) alternative choice, summary, minor points, T-account, urgency, probability, and negotiation.
B) compliment, T-account, probability, and negotiation.
C) assumptive, probability, and negotiation.
D) T-account, probability, negotiation, and compliment.
E) none of these choices are correct.

Question 60

Before addressing an objection makes for a great time to trial close.

Question 61

Except in a very few cases,the technology close simply confuses the prospect.

Question 62

When faced with an indecisive buyer,a salesperson should consider using the T-account close.

Question 63

If the salesperson finds his prospect is in a bad or hostile mood,it is usually a good idea to avoid trying to close.

Question 64

The textbook introduces ten different closing techniques a salesperson may use.Of these,the best technique is the summary-of-benefits technique.

Question 65

Of the different closing techniques available,the salesperson needs to choose the technique that fits the situation best.

Question 66

If a customer says nothing immediately after a closing attempt,the salesperson should continue the conversation.

Question 67

Salespersons should learn to recognize and deal with negative customer attitudes when they arise.

Question 68

If the sales presentation is well done; prospect centric,includes strong two-way communication,and trial closes have been done after each objection then,the closing portion of the presentation should be easy.

Question 69

Trial closes should be vague so the prospect does not feel pressurized.

Question 70

To a degree,the minor-points close is similar to the alternative-choice close.

Question 71

An important characteristic of good closers is that they have the ability face rejection while remaining positive.

Question 72

"If we find a way to eliminate the need for a backup system and guarantee 100% system availability,would such an arrangement work for you?" In this example,the salesperson is using the negotiation close technique.

Question 73

Because the buying situation is dynamic,salespeople cannot preplan the close to use with a particular prospect.

Question 74

In sales,aggressiveness and assertiveness describe the same behaviour.

Question 75

The most popular way to close a sales call involves a summary-of-benefits that interested the prospect.

Question 76

Assertiveness is expressing our thoughts,feelings,and beliefs in a direct,honest,and appropriate way.An example of an assertiveness statement is; "Your organization cannot grow without our product."

Question 77

The textbook identifies 12 keys to a successful close.One of those critical steps is to use a trial close after overcoming each objection.

Question 78

The compliment close is effective when you talk to prospects who are self-styled experts.

Question 79

A salespersons should always be on the lookout for buying signals when making a sales presentation.

Question 80

"I would like to show you how our product will help you attain your sales targets." This statement is an example of an assertive statement.