Question 1

The best form of product information that can teach salespeople about the product is:

Accepted Answer

A)  competitors' brochures
B)  the elevator pitch
C)  radio commercials
D)  promotional brochures
E)  company history D

Question 2

The sales director of a medium-sized company selling chemicals to the lumber industry has analyzed sales and found serious problems with sales representatives close rate relative to the number of prospects in the pipeline.The sales director commissioned a research company to come in and analyze the numbers in the CRM system and conduct interviews with prospects who became customers as well as with prospects who did not buy from the company.He also hires a sales training consultant with whom he has worked before to analyze the sales representatives and the training they receive.
-As the interviews with prospects who did not buy from the company are analyzed,it becomes apparent that prospects felt that the sales representatives did not know about the full line of products they carried or understand their uses.The prospects did not buy,as they felt they could not:

Accepted Answer

A)  ensure that the company's billing process was aboveboard
B)  understand what their business objectives were
C)  pay the prices the company was charging
D)  find the room to store the chemicals once they were delivered
E)  trust the sales reps to sell them the correct products E

Question 3

The sales director of a medium-sized company selling chemicals to the lumber industry has analyzed sales and found serious problems with sales representatives close rate relative to the number of prospects in the pipeline.The sales director commissioned a research company to come in and analyze the numbers in the CRM system and conduct interviews with prospects who became customers as well as with prospects who did not buy from the company.He also hires a sales training consultant with whom he has worked before to analyze the sales representatives and the training they receive.
-The training consultant finds that the sales representatives do not have a strong product strategy.Without a proper product strategy,sales representatives are unable to:

Accepted Answer

A)  choose the correct products to sell to the customer
B)  develop a marketing campaign for a given product
C)  sell a product whether the customer needs it or not
D)  fulfill an order once it has been placed
E)  contact customers at current contact numbers and addresses A

Question 4

The product selection process is often referred to as "product configuration."

Accepted Answer

A) True 
 B)False

Question 5

In terms of product knowledge,a salesperson:

Accepted Answer

A)  can know too much about the products they sell
B)  is often better off appearing to be "in the dark" at times
C)  should provide the prospect with as little information as possible
D)  cannot,generally,know too much about the products they sell
E)  should assume the stance of a novice user

Question 6

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

Accepted Answer

A) True 
 B)False

Question 7

The Whirlpool company created a house filled with company products so that salespeople could:

Accepted Answer

A)  compare them with the competing products they already owned
B)  see the full life cycle of the appliances
C)  "live" the brand
D)  bring customers to see the products in use
E)  explore decorating options

Question 8

When customers ask,"What is the anticipated rate of return on this mutual fund?," they are requesting product information from the category of:

Accepted Answer

A)  performance data and specifications
B)  product design
C)  manufacturing process
D)  product application
E)  general benefits

Question 9

The sales director of a medium-sized company selling chemicals to the lumber industry has analyzed sales and found serious problems with sales representatives close rate relative to the number of prospects in the pipeline.The sales director commissioned a research company to come in and analyze the numbers in the CRM system and conduct interviews with prospects who became customers as well as with prospects who did not buy from the company.He also hires a sales training consultant with whom he has worked before to analyze the sales representatives and the training they receive.
-The sales director and consulting team discuss changing the entire sales model for the company by eliminating the sales representatives altogether and allowing customers to order on their own from the company website.What is the best argument against this plan?

Accepted Answer

A)  The sales representatives rely on the income they receive from their jobs.
B)  The products are so complicated that customers need a sales representative to help them decide which products to buy.
C)  The company will need to build a new website the customers can order from.
D)  The customers are used to the salespeople and have never ordered chemicals from a website before.
E)  The IT department of the company has not built a commerce website before.

Question 10

________ ________ is a magazine that tests products extensively and reports the findings in non-technical language for the benefit of consumers.

Accepted Answer

The answer of ________ ________ is a magazine that tests...

Question 11

Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge.The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds.Which of the following statements represents the most effective presentation of this feature?

Accepted Answer

A)  "We have recently developed the only office copy machine that features a quick change toner cartridge."
B)  "After years of research and development,our engineers developed a quick change toner cartridge."
C)  "If you purchase one of our copy machines,you will enjoy the benefits of a quick change toner cartridge."
D)  "All of our copy machines are equipped with a quick change toner cartridge,which means you no longer waste time replacing an empty toner cartridge."
E)  "We have set a new industry standard with the quick change toner cartirdge."

Question 12

Plant tours do not represent a good source of product information.

Accepted Answer

A) True 
 B)False

Question 13

A customer walks into a ShipNow location with four boxes and a document envelope,all going to different destinations in different amounts of time with different security and notification needs.
-The salesperson's job is to:

Accepted Answer

A)  talk the customer into shipping with ShipNow
B)  sell the customer the correct combinations of shipping times and services for the customer's needs
C)  enter the shipping information into the computer and print out labels
D)  make sure the customer understands that shipping rates are probably cheaper at the post office
E)  build a rapport with the customer to make sure the customer understands the interaction

Question 14

Companies who understand quality improvement approach it as:

Accepted Answer

A)  an unnecessary expense
B)  a long-term business strategy
C)  the responsibility of the research department only
D)  an important one-time project
E)  an administrative task

Question 15

The speed rating assigned to a motorcycle tire is an example of product:

Accepted Answer

A)  qualities
B)  applications
C)  features
D)  benefits
E)  design

Question 16

The customer who asks,"How many miles per gallon does the Honda CRV get?" is requesting a type of product knowledge known as ________ ________.

Accepted Answer

The answer of The customer who asks,"How many miles per...

Question 17

The owner of a laundromat notices that the laundromat across the street is offering free pick-up and delivery of laundry from Monday to Friday,9-5.He has observed that many of his customers who drop their laundry off to be washed-dried-folded by his employees seem frazzled and overburdened both when they drop off in the morning and when they pick it up after work.
-A laundromat is a business that sells a service--washing,drying,and folding of clothes and the use of machines to wash and dry clothes.Since it is difficult to differentiate this service by washing or folding clothes better,how can a laundromat create a better product to offer customers to get their business?

Accepted Answer

A)  offering services such as free pickup and extended hours to make it easier to use the laundromat
B)  training employees to fold clothes in a distinctive pattern
C)  putting all laundry into plastic bags with the laundromat logo on them to advertise the laundromat
D)  using floral-scented laundry detergent on all orders
E)  employing workers who have been washing laundry for years

Question 18

One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is NOT an example of performance data?

Accepted Answer

A)  A list of product service centers available to customers.
B)  The AHAM certification seal.
C)  A label on a storm window that indicates the product's "R" value.
D)  A window sticker on an automobile that lists the EPA gas mileage figures.
E)  Research sheets on server downtime and data transfer rates.

Question 20

Which of the following statements regarding general versus specific benefits is true?

Accepted Answer

A)  Benefit statements linked to the customer's expressed needs are not especially effective in large or complex sales.
B)  A feature statement is general,but any benefit is specific.
C)  An advantage statement for an important product feature that the buyer has not expressed a need for can be described as a general benefit.
D)  An advantage statement can be a benefit even if it does not meet a specific need expressed by the buyer.
E)  Specific benefits that the customer does not want will harm the sale.

Exam 6: Creating Product Solutions

The best form of product information that can teach salespeople about the product is:

The product selection process is often referred to as "product configuration."

In terms of product knowledge,a salesperson:

A general benefit shows how a feature can be helpful to a buyer,but it does not relate to a specific need expressed by the buyer.

The Whirlpool company created a house filled with company products so that salespeople could:

When customers ask,"What is the anticipated rate of return on this mutual fund?," they are requesting product information from the category of:

is a magazine that tests products extensively and reports the findings in non-technical language for the benefit of consumers.

Paula Hillison sells a line of copy machines that feature a "quick change" toner cartridge.The empty toner cartridge can be replaced quickly,without any mess,in a matter of seconds.Which of the following statements represents the most effective presentation of this feature?

Plant tours do not represent a good source of product information.

A customer walks into a ShipNow location with four boxes and a document envelope,all going to different destinations in different amounts of time with different security and notification needs. -The salesperson's job is to:

Companies who understand quality improvement approach it as:

The speed rating assigned to a motorcycle tire is an example of product:

The customer who asks,"How many miles per gallon does the Honda CRV get?" is requesting a type of product knowledge known as .

One way to neutralize a competitor's proposal that beats your price or terms is by employing a value-added approach.

Which of the following is NOT an example of performance data?

Which of the following statements regarding general versus specific benefits is true?