Question 1

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.

Accepted Answer

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

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Austin would most likely use creative imagery to:

Accepted Answer

A)  establish seller empathy. 
B)  cope with pre-call stress. 
C)  incorporate dramatic visual aids. 
D)  facilitate two-way communication. 
E)  develop synergy with the prospect.

Question 4

If you walk into your prospect's office and she says "I'm sorry, but there's no use in our talking. I'm satisfied with my current suppliers. Thanks for coming by." You should use a _____ question to move the conversation from the negative ground to a more positive condition.

Accepted Answer

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

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

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 7

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

Accepted Answer

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

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

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

Question 10

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.

Accepted Answer

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

Question 11

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

Accepted Answer

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 12

In the sales process, what is the approach? What occurs during the approach? What is the significance of this step in the sales process?

Accepted Answer

The answer of In the sales process, what is the...

Question 13

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:

Accepted Answer

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 14

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

Accepted Answer

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 15

The customer benefit approach is most useful when the salesperson:

Accepted Answer

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 16

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

Accepted Answer

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

Question 17

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.

Accepted Answer

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

Question 18

"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?

Accepted Answer

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

Question 19

You have decided to open your sales presentation with either a demonstration or a statement. List what three basic objectives you should hope to accomplish with the technique you choose.

Accepted Answer

The answer of You have decided to open your sales...

Question 20

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

Accepted Answer

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

Exam 10: Begin Your Presentation Strategically

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

Austin would most likely use creative imagery to:

If you walk into your prospect's office and she says "I'm sorry, but there's no use in our talking. I'm satisfied with my current suppliers. Thanks for coming by." You should use a _____ question to move the conversation from the negative ground to a more positive condition.

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

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

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

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

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

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.

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

In the sales process, what is the approach? What occurs during the approach? What is the significance of this step in the sales process?

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

The customer benefit approach is most useful when the salesperson:

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

"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?

You have decided to open your sales presentation with either a demonstration or a statement. List what three basic objectives you should hope to accomplish with the technique you choose.

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