Question 1

When a buyer becomes _____________ about his or her needs this indicates a buying signal.

Accepted Answer

A) Very specific. 
B) Hypothetical. 
C) Evasive. 
D) Philosophical.

Question 2

What are the five dimensions of service quality?

Accepted Answer

The answer of What are the five dimensions of service...

Question 3

"Do you want to charge the purchase or will you be paying cash?" is an example of a _________________ close.

Accepted Answer

A) Assumptive. 
B) Alternative choice. 
C) Minor point. 
D) Direct.

Question 4

Describe the 20-10-5 rule and how it can impact enthusiasm.

Accepted Answer

The answer of Describe the 20-10-5 rule and how it...

Question 5

In a balance sheet close,the salesperson creates two columns labeled:

Accepted Answer

A) Reasons for buying and remaining questions. 
B) Reasons for buying and objections. 
C) Remaining questions and objections. 
D) Reasons for questioning and reasons for objecting.

Question 6

Robert tells the prospect that this is the only car in that model that the dealership will receive this month.Robert is using a _____________ closing.

Accepted Answer

A) Direct. 
B) Summary-of benefits. 
C) Balance sheet. 
D) Buy-now.

Question 7

Rebecca is not a happy customer.What she received is significantly less than what she was promised.The salesperson has created a:

Accepted Answer

A) Minor point complaint. 
B) Performance gap. 
C) Service recovery signal. 
D) Alternative-choice closing opportunity.

Question 8

E-mail is a standard part of sales communication.What three etiquette guidelines should salespeople incorporate in their e-mail?

Accepted Answer

The answer of E-mail is a standard part of sales...

Question 9

A particularly effective time to follow up with a customer is:

Accepted Answer

A) Before delivery. 
B) Right after delivery. 
C) When the bill is received. 
D) When payment is received.

Question 10

Rejection is part of the reality of sales.What five tactics can a salesperson use for dealing with rejection?

Accepted Answer

The answer of Rejection is part of the reality of...

Question 11

The standing room only technique creates a sense of urgency.

Accepted Answer

A) True 
 B)False

Question 12

Closing techniques should be customized depending on the buyer and the situation.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is not a dimension of service quality?

Accepted Answer

A) Reliability. 
B) Cost. 
C) Assurance. 
D) Responsiveness.

Question 14

Which of the following statements is UNTRUE?

Accepted Answer

A) Salespeople must understand and be able to use different approaches to closing. 
B) The closing process is rarely linear. 
C) The closing process is always linear. 
D) The closing is a natural progression of the relationship-selling process.

Question 15

Closing the sale means satisfying the customer.

Accepted Answer

A) True 
 B)False

Question 16

Georgia is a highly successful salesperson.She is skilled at finding the ___________ where both buyer and seller can win by developing a mutually beneficial business relationship.

Accepted Answer

A) Upper hand. 
B) Performance gap 
C) Common ground. 
D) Silent close.

Question 17

Describe Common closing mistakes salespeople make.

Accepted Answer

The answer of Describe Common closing mistakes salespeople make....

Question 18

Sixty-three percent of silently dissatisfied customers won't buy from the company again.

Accepted Answer

A) True 
 B)False

Question 19

_____ percent of dissatisfied customers don't complain.

Accepted Answer

A) 96 
B) 63 
C) 30 
D) 15

Question 20

Gretta is getting strong buying signals from the customer early into her sales presentation.Gretta should consider using a ___________ close.

Accepted Answer

A) Direct. 
B) Alternative choice. 
C) Minor point. 
D) Assumptive.

Exam 8: Closing the Sale and Follow-Up

When a buyer becomes _____________ about his or her needs this indicates a buying signal.

What are the five dimensions of service quality?

"Do you want to charge the purchase or will you be paying cash?" is an example of a _________________ close.

Describe the 20-10-5 rule and how it can impact enthusiasm.

In a balance sheet close,the salesperson creates two columns labeled:

Robert tells the prospect that this is the only car in that model that the dealership will receive this month.Robert is using a _____________ closing.

Rebecca is not a happy customer.What she received is significantly less than what she was promised.The salesperson has created a:

E-mail is a standard part of sales communication.What three etiquette guidelines should salespeople incorporate in their e-mail?

A particularly effective time to follow up with a customer is:

Rejection is part of the reality of sales.What five tactics can a salesperson use for dealing with rejection?

The standing room only technique creates a sense of urgency.

Closing techniques should be customized depending on the buyer and the situation.

Which of the following is not a dimension of service quality?

Which of the following statements is UNTRUE?

Closing the sale means satisfying the customer.

Georgia is a highly successful salesperson.She is skilled at finding the ___________ where both buyer and seller can win by developing a mutually beneficial business relationship.

Describe Common closing mistakes salespeople make.

Sixty-three percent of silently dissatisfied customers won't buy from the company again.

_____ percent of dissatisfied customers don't complain.

Gretta is getting strong buying signals from the customer early into her sales presentation.Gretta should consider using a ___________ close.