Deck 10: Begin Your Presentation Strategically

Question 1

The showmanship approach involves doing something unusual to catch the prospect's attention and interest.

Answer 1

True

Question 2

The beginning of the sales presentation is called the preapproach.

Answer 2

False

Question 3

The demonstration approach is appropriate for door-to-door salespeople who use the memorized sales presentation method.

Answer 3

True

Question 4

Building rapport quickly with new customers is facilitated through the steps of creative imagery.

Question 5

In the referral approach, a salesperson mentions the name of a mutual acquaintance.

Question 6

In general, using statements or demonstrations in the approach is more effective than asking a prospect questions.

Question 7

The introductory approach involves distributing free samples and novelty items.

Question 8

The last part of most sales calls is "small talk" which aids in building rapport between the salesperson and the prospect.

Question 9

A technique called creative imagery allows salespeople to better cope with stress.

Question 10

For salespeople, the approach refers to the time when they first see the buyer to when they begin to discuss the product.

Question 11

A salesman opens his presentation by saying "Hi, Mr. Johnson. I am Grover Forbes from Pearson Chemicals." The salesman is using the showmanship approach.

Question 12

Demonstration openings are effective because the prospect is encouraged to participate in the discussion with the salesperson.

Question 13

According to research, buyer's reaction to the salesperson in the early minutes of the sales presentation is less important than an effective closing.

Question 14

For making a favorable first impression, the salesperson should apologize for taking the prospect's time.

Question 15

The customer benefit approach begins with a question that implies the product will help the prospect.

Question 16

A prospect's initial impression about a salesperson is primarily based on the salesperson's appearance and attitude.

Question 17

The complimentary approach is the most common and the least powerful because it does little to capture the prospect's attention and interest.

Question 18

According to the Golden Rule of Selling, salespeople should begin their sales presentation knowing the key customer benefits that will be discussed.

Question 19

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

Question 20

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

Question 21

When asking a question, the salesperson should know or anticipate the answer for the question.

Question 22

A direct negative-no question is highly effective for creating interest with prospects.

Question 23

A salesperson who overcomes a prospect's indifference early in a sales call has a greater chance of making a sale.

Question 24

According to the text, as a salesperson, you will most likely earn the right to a prospect's time and serious attention by:

A) working for a large, reputable organization.
B) exhibiting specific product knowledge.
C) ignoring sales presentation interruptions.
D) being on time for all appointments.
E) using creative imagery.

Question 25

Probes help salespeople develop two-way communication with prospects.

Question 26

The situation question used in the SPIN approach must always be asked last.

Question 27

A salesperson is using the SPIN approach. The prospect states a specific need after the salesperson asks the problem question. The salesperson should move directly into the presentation.

Question 28

A salesperson asks a prospect, "Who will be the primary user for the camera?" The salesperson is using a direct question.

Question 29

During the approach, a Golden Rule salesperson should:

A) implement creative imagery.
B) use the showmanship approach.
C) eliminate distractions for the prospect.
D) focus on the needs of the prospect.
E) ask the prospect direct questions.

Question 30

The three categories into which approach techniques can be grouped are:

A) participative, standard, and benefit.
B) compliment, referral, and participative.
C) question, participative, and controlled.
D) statement, demonstration, and question.
E) question, compliment, and benefit.

Question 31

After asking a prospect a question, a salesperson should remain silent and wait for an answer.

Question 32

Benefit statements are useful in situations where you do not know the prospect's critical needs and when you have sufficient time to make a presentation.

Question 33

Creative imagery is a:

A) presentation method that replaces a demonstration when selling over the telephone.
B) presentation technique that replaces a demonstration when selling a service.
C) technique used by salespeople that allows them to better cope with stress.
D) manner of selecting clothing that ensures a good first impression.
E) presentation technique that employs the use of technology.

Question 34

While using a nondirective question as an approach method, the salesperson should begin the discussion with an open-ended question.

Question 35

The opinion approach is recommended for new salespeople.

Question 36

A salesperson using the SPIN approach should regularly mention the product during the discussion.

Question 37

The shock approach uses a surprising demonstration.

Question 38

By using the SPIN approach, salespeople hope to gain a prospect's permission to analyze a problem.

Question 39

The opinion approach challenges a potential buyer's expertise by spouting a memorized pitch.

Question 40

Which of the following is a stage in the selling process during which a salesperson meets, greets, and establishes rapport with the prospect?

A) Qualifying
B) Data mining
C) Preapproach
D) Leading
E) Approach

Question 41

Petra Lamar approached her prospect with the following words, "Hello, Dr. Keeler, Willa Fox with the County General Hospital suggested that I contact you concerning our new MRI scanner." What type of approach statement was Petra Lamar using?

A) Introductory
B) Referral
C) Premium
D) Complimentary
E) Product

Question 42

A salesperson asks the prospect," What do you think about our new line of products?" Which approach is being used?

A) Product
B) Opinion
C) Curiosity
D) SPIN
E) Customer benefit

Question 43

Rubin is making a sales call on McHenry Heating and Air Conditioning tomorrow. This afternoon, he sent a bunch of balloons and a note to the firm's buyer that said, "Did you know tomorrow is your lucky day?" What type of approach is used by Rubin?

A) Curiosity
B) Product
C) Opinion
D) SPIN
E) Customer benefit

Question 44

The equipment salesperson asked the professional landscaper, "Did you know the Red Max brand backpack blower can save you time and money because it is the most powerful blower on the market and because it features an extra-large fuel tank?" What kind of an approach was the salesperson using?

A) Product
B) Customer benefit
C) Premium
D) Demonstration
E) Complimentary

Question 45

Which of the following is an example of the introductory approach?

A) "Mr. Lawrence, 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. Ariana at Country Stay Inn told me you might be interested in my company's new line of mildew-proof shower curtains."
D) "Here, Ms. Li, try one of my company's throat lozenges."
E) "Hello, Ms. Rosenberg, my name is Sashmi Patel, representing the Pearce Chemical Company."

Question 46

A salesperson walked into the wholesale floral center and said, "Ms. Ruiz, in my job I visit a lot of nurseries, and I believe you grow the most beautiful flowers I have ever seen." This is an example of the _____ approach.

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

Question 47

To illustrate how fire-retardant his company's children clothing was, the salesperson took a pair of toddler-sized pajamas, placed them in the department store buyer's trashcan and set them on fire. Unfortunately, the buyer's plastic trashcan was not fire-resistant. The resulting fire damaged the buyer's carpeting and desk. This explains:

A) why the curiosity approach should not be used except on rare occasions.
B) how the showmanship approach can be inappropriate or fail.
C) why question approaches are used with such frequency.
D) why pre-approaches are important to sales success.
E) why customer benefit approaches are complex.

Question 48

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

A) Product
B) Opinion
C) Curiosity
D) SPIN
E) Customer benefit

Question 49

Which of the following statements about approach techniques and presentation methods is most likely true?

A) The benefit technique is used only with the formula sales method.
B) The showmanship technique does not always include a demonstration.
C) The approach technique should be chosen before the sales presentation method.
D) The statement approach technique is effective with any sales presentation method.
E) The need-satisfaction sales presentation method should always use the questions approach technique.

Question 50

Becca 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. Becca is using the _____ approach.

A) sales promotion
B) product
C) showmanship
D) customer benefit
E) premium

Question 51

What is an objective of both the statement and demonstration approach?

A) Capture the prospect's attention
B) Remind the prospect of product features
C) Determine the prospect's personality type
D) Close the sale quickly
E) Make a favorable first impression

Question 52

The product approach works best with:

A) brand name items.
B) generic products.
C) straight rebuy situations.
D) high-tech business products.
E) new and unique products.

Question 53

Arvin Hampton begins his approach by saying, "I'm new at selling home safety equipment, so I was wondering if you could tell me the most commonly purchased items?" Hampton is using the _____ approach.

A) curiosity
B) product
C) showmanship
D) premium
E) opinion

Question 54

The _____ approach involves mentioning the name of a person known to both the buyer and seller.

A) curiosity
B) question
C) referral
D) demonstration
E) introductory

Question 55

When the salesperson for Thymes Unlimited walked into the office of the department store buyer, she laid a sample of the company's newest line of hand-blown glass candleholders in front of the buyer and said nothing as she waited for the buyer to comment on the candleholder. This salesperson used the _____ approach.

A) showmanship
B) silent benefit
C) shock
D) product
E) curiosity

Question 56

Which of the following would most likely benefit a salesperson?

A) Empathize with the prospect and ask personal questions.
B) Use only questions for which you can anticipate the answer.
C) Use more open ended questions and less close ended questions.
D) Ask a redirecting question when your prospect waits to respond.
E) Do not repeat or summarize what the prospect has just said.

Question 57

The customer benefit approach is most useful when the salesperson:

A) knows the prospect's critical needs.
B) calls on a new, unfamiliar prospect.
C) develops a lengthy sales presentation.
D) sells a complex, technical product.
E) sells newly redesigned products.

Question 58

To illustrate the benefits of the Dixie Chopper brand lawn mowers to professional landscapers, the salesperson asks prospects to participate in a mowing race. Even if the competing mower has a wider cutting area, the Dixie Chopper always wins because it is the only lawn mower that can travel fifteen miles per hour. What approach does the Dixie Chopper salesperson use?

A) Referral
B) Premium
C) Complimentary
D) Showmanship
E) Product

Question 59

The _____ approach is considered weak because it fails to capture the prospect's attention and interest.

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

Question 60

"Do you know that you could save almost $100 if you purchase your airplane tickets through Global Vision Travel Agency?" asked the travel agent to the young couple planning their honeymoon trip to Europe. What kind of an approach was the travel agent using?

A) Product
B) Customer benefit
C) Premium
D) Demonstration
E) Complimentary

Question 61

Gina asked the customer, "Do you need a purse to go with these new shoes you just bought?" This is an example of a _____ question.

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

Question 62

A salesperson should use probes to:

A) obtain information from the prospect.
B) control the motivation of the prospect.
C) maintain one-way communication.
D) limit prospect participation.
E) create a buyer-seller chain of command.

Question 63

Which of the following types of approaches is most likely to be misinterpreted as high-pressure selling?

A) Opinion
B) Referral
C) Introductory
D) Complimentary
E) Shock

Question 64

Which of the following statements is true about a nondirective question?

A) Most nondirective questions are closed ended.
B) A nondirective question usually begins with do or are.
C) Nondirective questions are used to find points of agreement
D) A nondirective question clarifies a prospect's previous statement.
E) One word questions can sometimes be used as nondirective questions.

Question 65

Meaghan asked the florist, "Are the refrigeration costs for your fresh-cut flowers too high?" This is an example of a _____ question.

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

Question 66

Which of the following statements about problem questions in the multiple-question approach is true?

A) The questions seek to identify general problems.
B) The goal is for the prospect to admit having a problem.
C) The problem questions are asked first in the sequence.
D) It is unnecessary to separate unimportant problems from important problems.
E) The salesperson moves directly to the presentation after identifying a specific problem.

Question 67

If a salesperson for a security company were to walk into a prospect's office and say, "According to a recent FBI study, 10 percent of your employees have stolen something tangible from your company," she would be using the _____ approach.

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

Question 68

Which of the following types of approaches is especially good for a new salesperson?

A) Product
B) Showmanship
C) Complementary
D) SPIN
E) Opinion

Question 69

Which of the following is an example of a problem question that might be used in the SPIN approach?

A) "How many brands of cereal does your convenience store sell?"
B) "Has your business outgrown your current facility?"
C) "Do you eat out with your family very often?"
D) "Do you like to go to NASCAR races?"
E) "How many accountants do you employ?"

Question 70

"How often would you use a garage door opener?" is an example of a _____ question.

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

Question 71

If a prospect responds negatively to a need-payoff question in the SPIN approach, the salesperson should:

A) ask direct questions.
B) go directly into the presentation.
C) use a trial close to gather feedback.
D) begin demonstration of the product.
E) start over with problem, implication, and need-payoff questions.

Question 72

Which of the following questions is an example of a direct question?

A) "Would you like to try a free sample today?"
B) "How will you use this forged steel trowel?"
C) "Why do you need an additional monitor?"
D) "What features do you need in a phone?"
E) "Where will you use this security light?"

Question 73

All of the following are benefits of the opinion approach EXCEPT:

A) revealing unexplored product opportunities.
B) helping new salespeople to engage prospects.
C) using technology to show product applications.
D) encouraging prospects to discuss their needs.
E) showing appreciation for a prospect's expertise.

Question 74

When using questions in the selling process, a salesperson should most likely:

A) use primarily direct questions.
B) be assertive, forceful, and positive.
C) be able to anticipate the answers.
D) concentrate on a product's advantages.
E) accept that most prospects expect discounts.

Question 75

A prospect responds positively to the need-payoff question in the SPIN approach. What should the salesperson do next?

A) Request a purchase
B) Ask direct questions
C) Provide statistical data
D) Move into a sales presentation
E) Ask additional "problem" questions

Question 76

The implication and need-payoff questions used in SPIN are examples of ____ questions.

A) redirect
B) participative
C) rephrasing
D) stimulus-response
E) direct

Question 77

Another name for a nondirective question is a(n) _____ question.

A) participative
B) open-ended
C) reciprocal
D) stimulus-response
E) problem-solution

Question 78

The way a salesperson phrases the need-payoff question when using the SPIN approach is similar to phrasing in the _____ approach.

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

Question 79

An automobile dealer asks a couple visiting the car lot, "Since the birth of the triplets, don't you find it difficult to wedge three car seats and all the baby paraphernalia into your old Toyota?" What type of question is he using?

A) Beneficial
B) Implication
C) Need
D) Strategic
E) Product

Question 80

Which of the following is an example of a situation question that might be used in the SPIN approach?

A) "Does your computer seem really slow when compared to the one your neighbor owns?"
B) "Are you happy with how your present oven prepares your food?"
C) "How many children under the age of 10 live in your apartment building?"
D) "Have your secretaries ever complained about the speed of your copier machine?"
E) "What was your first reaction when your son was diagnosed with asthma?"