Deck 8: The Approach: Begin Your Presentation Strategically

Question 1

The salesperson walked into the wholesale floral centre and said,"Ms.Allyn,in my job I visit a lot of nurseries,and I believe you grow the most beautiful flowers I have ever seen." Which kind of opening statement best describes this interaction?

A) introductory
B) complimentary
C) appreciation
D) premium product
E) feature

Answer 1

B

Question 2

Which of the following statements about approach techniques and presentation methods is correct?

A) The benefit technique is recommended for the formula presentation method.
B) The showmanship technique is most effective with prospects that you are calling on for the first time.
C) The approach technique should be chosen before the presentation method.
D) The statement approach technique is effective with any presentation method.
E) The interactive need-satisfaction and problem solving sales presentation methods should always use the questions approach technique.

Answer 2

E

Question 3

Which of the following types of opening statements is the most common and least powerful way to begin a sales presentation?

A) "Mr. Longo, you certainly sell a lot of perennials to landscaping companies."
B) "Good afternoon does your company need a secure local area network?"
C) "Hello, Mr. Patel at Country Stay Inn told me that you might be interested in my company's new line of mildew-proof shower curtains."
D) "Here, Ms. Lopez, try one of my company's throat lozenges."
E) "Hello, my name is Fran Rogers."

Answer 3

E

Question 4

Manny walked into the office of the buyer for a large discount store and placed a small box of what appeared to be multicoloured rocks about the size of an Oreo cookie on her desk.Then Manny sat down and waited for the prospect to make some kind of comment about what he had put on her desk.What kind of demonstration opening is Manny using?

A) premium
B) showmanship
C) product
D) referral
E) introductory

Question 5

The situation you face determines which approach technique you should use to begin your sales presentation to a client.Often,many situational variables impact the situation you will face.Which of the following is NOT a common situational variable identified in the textbook?

A) the type of product you're selling
B) whether this is a repeat call on a customer you've called on before
C) whether the prospect is aware of a problem
D) your sales call objective
E) all of these choices are correct

Question 6

Which of the following terms is a relaxation technique discussed in the textbook that has been found to decrease stress levels in salespeople?

A) stress-relieving concentration
B) creative imagery
C) doubt referral
D) success imaging
E) positive emoting

Question 7

"One of your colleagues at Kwantlen Polytechnic University suggested I contact you about our advanced interactive sales simulators." What type of approach statement is being used in this statement?

A) introductory
B) referral
C) premium
D) complimentary
E) product

Question 8

It is often said that "you can only make one first impression." Which of the following guidelines have NOT been recommended in the textbook as best practices in helping a salesperson make a favourable first impression?

A) refrain from smoking, eating, or drinking in the prospect's office
B) learn how to pronounce the prospect's name
C) keep an erect posture - if the prospect offers a chair, sit down
D) avoid eye contact during the early part of the presentation to allow the prospect to examine your appearance
E) do not apologize for taking the prospect's time

Question 9

Which of the following objectives is unique to the questions approach technique?

A) to create a selling environment
B) to capture the attention of the prospect
C) to stimulate the prospect's interest
D) to uncover the needs or problems of the prospect
E) to provide a transition into the sales presentation

Question 10

Which of the following would NOT be a technique for using the question approach to opening the sales presentation?

A) opinion
B) curiosity
C) customer benefit
D) product
E) shock

Question 11

Dani likes to introduce the 100 percent organic fruit juice her company has just begun to manufacture by giving retail store managers a small sample bottle to take home and try.What kind of opening statement is Dani using in this statement?

A) demonstration
B) sample product
C) showmanship
D) customer benefit
E) premium

Question 12

Which of the following is NOT an example of a question that a salesperson might ask as part of using creative imagery?

A) "Would this prospect be interested in saving money?"
B) "What's the best thing that could happen in this sales interview?"
C) "What's the worst thing that could happen during this sales interview?"
D) "What are the chances that the prospect will ask a question I can't answer?"
E) "What are the chances that my product demonstration will fail?"

Question 13

The objective of the questions approach technique is to:

A) provide a transition into the sales presentation
B) capture the attention of the prospect
C) uncover the needs or problems of the prospect
D) stimulate the prospect's interest
E) all of these choices are correct

Question 14

You have been asked to describe "creative imagery" as a stress reduction technique.Which of the following is NOT likely to be part of your descriptive?

A) prepares a salesperson to deal with possible negative outcomes that may create stress
B) helps salespeople develop contingency plans in case the planned sales talk must be abandoned
C) a technique that helps you focus on being creative with the content of your sales presentation
D) method salespeople use to deal with stress
E) a stress reduction technique

Question 15

"Ms.Flores (handing her the product to examine),I want to leave samples for you,your cosmetic representative,and your best customers,of Revlon's newest addition to our perfume line." What kind of opening statement best captures this interaction between the salesperson and Ms.Flores?

A) showmanship
B) premium
C) introductory
D) referral
E) complimentary

Question 16

Which of the following are good practices when creating a social media profile?

A) it's worth having a professional headshot taken that is optimized for online usage
B) include business accomplishments and other information that is relevant to your business
C) post links to articles, videos, and product information
D) make it a point to establish a presence on popular sites like LinkedIn and Twitter
E) all of these choices are correct

Question 17

Which of the following are NOT appropriate statements associated with using a customer benefit type opening approach?

A) Use these statements when you know the prospects needs
B) Use these statements when you are operating under tight time constraints
C) Use these statements when you are trying to determine the actual customer's needs
D) Use these statements when you can anticipate a buyer's response to your statement
E) Use these statements in conjunction with product benefits

Question 18

Which opening statement approach is so weak that it usually must be used in conjunction with another approach?

A) referral
B) premium
C) introductory
D) complimentary
E) product

Question 19

Approach techniques can be grouped into three general categories.What are those three categories?

A) participative, standard, and benefit
B) compliment, referral, and participative
C) probe, parry, and thrust
D) statement, demonstration, and question
E) question, compliment, and benefit

Question 20

Knowing his prospect would be concerned about the possibility of contamination of the foods he was processing with his packing equipment,Luca opened by saying,"Did you know that 2 deaths in Canada last year were attributed to toxic lubricants in food processing equipment.To prove to you the conveyer belt lubricant I'm offering you is non-toxic,I'm going to eat a spoon-full right now." With that,Luca opened the can of grease in front of him and began eating.What approach was Luca using?

A) referral
B) premium
C) shock
D) showmanship
E) complimentary

Question 21

Which of these statements about the customer benefit approach is NOT true?

A) The salesperson should never ask a question that implies the product will benefit the prospect.
B) The salesperson should avoid anticipating the prospect's response.
C) The salesperson should not consider using a question instead of a benefit approach if he or she is already aware of the prospect's needs.
D) The salesperson should not use the customer's response as a reference point later in the presentation.
E) The customer benefit approach is a weak opening and must be used in conjunction with another approach to be effective.

Question 22

"Do you know why you should be using a synthetic motor oil in your new Corvette?" the service manager asked Domenic when he brought his new car to the Chevy dealership for a routine service.What type of approach is the service manager using?

A) product
B) opinion
C) curiosity
D) SPIN
E) customer benefit

Question 23

"You're saying that automobile quality and service are less important to you than price?" What kind of question is this an example of?

A) direct
B) rephrasing
C) redirect
D) nondirective
E) product-specific

Question 24

Which of the following statements may earn the salesperson the right to the prospect's time and attention?

A) implying that your product will save money for the prospect's company
B) expressing a sincere desire to solve the prospect's problem
C) exhibiting business knowledge
D) displaying a "service" attitude
E) all of these choices are correct

Question 25

What type of question is designed to elicit a "yes" or "no" response from a prospect?

A) redirect
B) direct
C) nondirective
D) rephrasing
E) participative

Question 26

Sergi began his sales presentation by saying,"I'm new at selling safety equipment,so I was wondering if you could tell me what you believe are the attributes of our product that helps you be our number one re-seller." What kind of approach is Sergi using with his customer?

A) customer centric approach
B) low-profile approach
C) FAB approach
D) customer knowledge approach
E) opinion approach

Question 27

Karen sells cars at a local dealership.She notices a potential customer looking carefully at a convertible red sports car.She approaches the potential customer,introduces herself and asks; "What features are you looking for in a sports car?" What kind of probe is Karen using?

A) direct
B) redirect
C) rephrasing
D) participative
E) open-ended

Question 28

Francois,a sales representative for an accounting software service provider will be making a sales call on Martin,Smith and Dhillon Ltd a local accounting firm.He will be meeting the procurement officer in the next couple of days to demonstrate the value added his product line provides.The day before the meeting,he had a bunch of balloons and a note that said,"Friday will be your lucky day," sent to accounting firm's procurement officer.What kind of approach is Francois using?

A) curiosity
B) product
C) opinion
D) SPIN
E) customer benefit

Question 29

"So,what you are saying is that at the end of the day,low maintenance costs are the most important feature in determining your buying decision - correct?" What kind of question is this an example of?

A) rephrasing
B) direct
C) redirect
D) nondirective
E) participative

Question 30

Which of the following should a salesperson consider when using questions in a sales presentation?

A) how to get directly to the point
B) how to be direct, forceful, and positive
C) how to anticipate possible responses by the prospect
D) how to concentrate on a product's advantages and features
E) how to accept the fact that the prospect is likely to give a positive response

Question 31

Which of the following guidelines is one of the basic rules given in the text for using questions?

A) Show the prospect the product.
B) Leave if you get a negative answer.
C) Carefully listen to the answer.
D) If the prospect pauses in his answer, answer for him.
E) None of these choices are correct.

Question 32

Which of the following statements about direct questions is true?

A) Tends to need fairly lengthy and detailed responses
B) Tend to be useful in directing the customer towards a very broad set of topic
C) Tends to provide the salesperson with insights about the prospect's true needs
D) "May I help you?" is a good example of a direct question
E) "Mr. Smith, are you interested in saving 20% in labour costs?" is a good example of a direct question

Question 33

While planning a sales call,Sheila makes notes on the buyer she's meeting with,confirms her appointment,checks her directions and prepares a list of questions.What is Sheila likely doing?

A) experiencing sales reluctance
B) over planning
C) going over an approach checklist
D) wasting valuable time
E) most like she is a new salesperson

Question 34

Which of the following is NOT one of the categories of questions discussed by the text?

A) participative
B) direct
C) redirect
D) open ended
E) rephrasing

Question 35

If you walk into your prospect's office and she says "I'm sorry,but there is no use in us talking.I'm satisfied with my current suppliers.Thanks for coming by." What kind of question would you use to potentially change this negative scenario?

A) direct
B) nondirective
C) rephrasing
D) directional
E) redirect

Question 36

Which of the following is NOT a suggestion for making a favourable first impression?

A) Be neat in dress and grooming
B) Be enthusiastic and positive toward the interview
C) Maintain eye contact with the prospect
D) Bring a hot cup of coffee for the buyer as a friendly gesture
E) Wear appropriate business clothes

Question 37

Which of the following questions are examples of a direct question?

A) "Do you want to save money on input costs?"
B) "How will you use this forged steel trowel?"
C) "Why do you need such a warranty with your refrigeration system?"
D) "What features are you looking for in an office file system?"
E) "Where will you use this security light?"

Question 38

Which of the following is an example of some of the benefits of using probing techniques by sales professionals?

A) obtaining information from the prospect
B) controlling the motivation of the prospect
C) maintaining one-way communication
D) limiting prospect participation
E) creating a buyer-seller chain of command

Question 39

A salesperson for a security company walks into a prospect's office and says; "Did you know that according to a recent RCMP study,10 percent of your employees have stolen something tangible from your company?" What kind of opening question approach is the salesperson using?

A) curiosity
B) testimonial
C) shock
D) valid statement
E) scare-tactic

Question 40

John is very much interested in learning more about the prospect's business and asks several questions designed to provide John with insights about the prospect's business opportunities and challenges.Which of the following develops two-way communication and increases the prospect's participation?

A) Use rephrasing questions
B) Use redirect questions
C) Use probes
D) Use trial closes
E) Use leading questions

Question 41

A salesperson using the product approach would hand his or her product to the prospect and ask,"What do you think of that?"

Question 42

To better understand the prospect's needs and force the prospect's participation in the interview,the salesperson should use the questioning approach technique.

Question 43

The opinion approach is especially effective for a new salesperson.

Question 44

An example of an opening statement approach would be to highlight the cost savings associated with developing a long term relationship with your company.

Question 45

The textbook offers several practical tips that salespersons should keep in mind when selling in a multicultural settings or internationally.Which of the following is NOT one of those tips?

A) a firm handshake is viewed globally as a sign of respect
B) in some cultures, not having direct eye contact is seen as a sign of respect
C) a blue suit and a white shirt are not always a good colour combination for business meetings
D) what is viewed as "personal space" varies from culture to culture
E) always do your research and never assume anything

Question 46

First impressions are often overrated and play no role in supporting your ability to increase sales for your company.

Question 47

Under which of the four types of questions under the SPIN approach would you include the following question; "how many photocopies do you make in an average week?"

A) problem
B) product
C) situation
D) need-payoff
E) implication

Question 48

Professional salespeople using the premium approach tend to only show the product to the prospect when he/she is sure a sale will happen.

Question 49

"Mrs.Kamel,would you be interested in seeing our new line of photocopiers which I feel may save your company $25,000 per year in printing costs?" What kind of approach is this question an example of?

A) curiosity
B) trick
C) benefit
D) shock
E) premium

Question 50

The salesperson was trying to use the curiosity approach when she entered the office of the hospital purchasing department wearing a surgical mask and gown and asked if they were worried about catching a life-threatening disease.

Question 51

Topics such as the weather or local political topics are recommended as part of "small talk" to aid in building rapport between the salesperson and the prospect.

Question 52

"Mrs.Smith,I absolutely love the way you've redecorated your store and understand that it has led to an increase in your sales-congratulations!" What kind of opening statement best captures the essence of this scenario?

A) flattery
B) complimentary
C) curiosity
D) shock
E) opinion

Question 53

Which of the following questions would you classify as being "needs analysis" focused?

A) what colour of truck are you looking for?
B) do you want a long beg or a short bed truck?
C) do you know what you will be using the truck for?
D) do you want a two or four wheeled drive truck?
E) do you have a tire size preference?

Question 54

SPIN isan acronym describing a sequential questioning approach used by salespeople.It involves four different types of questions asked in a particular order.Which of the following is not one of those sequential steps?

A) product
B) situation
C) need-payoff
D) implication
E) problem

Question 55

Which of the following should be part of an approach checklist?

A) confirm your appointment
B) prepare your sales aids
C) arrive a bit early
D) organize your presentation materials
E) all of these choices are correct

Question 56

"Hello Mr.Lucas,Mrs.Jones,one of your colleagues in the accounting department suggested I contact you about our new payroll system." Which of the following statements best captures the nature of this interaction between the salesperson and Mr.Lucas?

A) colleague approach
B) "just like you approach"
C) referral approach
D) acquaintance approach
E) a premium relationship approach

Question 57

You want to start a needs analysis process with a prospect and find the prospect resists your attempts by telling you the following: "look,this simply just takes up time I do not have!" What would you do?

A) start to ask probing questions
B) continue with the process as you know best
C) keep the prospect happy and suggest the most popular product you sell
D) explain why you think a needs analysis process would benefit the prospect in the long term
E) tell the customer you need to do a needs analysis questionnaire before head office approves the order

Question 58

The primary reason salespeople use questions in their approach is to get the attention and interest of the prospect.

Question 59

What kind of opening question must be designed so as to provide the salesperson with the opportunity to anticipate the prospect's response?

A) customer curiosity approach
B) customer shock approach
C) customer centric approach
D) customer surprise approach
E) customer benefit approach

Question 60

One of the ways that a salesperson earns the right to her prospect's attention is by exhibiting specific product knowledge.

Question 61

The SPIN approach uses a series of four categories of questions which must be used in an exact order.In fact,professional sales people never deviate from asking the SPIN questions in the same order.

Question 62

List 5 ways in which you can make a favourable first impression.

Question 63

Identify three different types of opening statements and provide an example of each?

Question 64

Identify and describe the SPIN technique.

Question 65

Another term that a salesperson might use for a question is a probe.However,probes should only be used when the salesperson knows the answer to the question being proposed.

Question 66

When a salesperson uses questions in his/her sales presentation,he/she should only ask questions that he/she can anticipate the answer to.

Question 67

A salesperson should always be prepared to change any part of her sales presentation to meet the particular characteristics of a specific selling situation.

Question 68

Identify and describe the different types of approach techniques.What are some of the variables you would use to determine which of the approach you should take?

Question 69

What are the three rules for using questions in your sales approach identified in the textbook?

Question 70

The SPIN approach is really nothing more than a needs analysis tool.

Question 71

"May I help you" is a perfect example of a direct question that leads the prospect towards a specific topic.

Question 72

How do salespeople earn the right to have a prospect's attention?