Which of the following correctly represent the discussion sequence in a sales presentation?

According to the text, when salespeople alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations they are using:

In stimulus-response selling, the salesperson listens for "cues" from the buyer and adjusts his presentation to match those "cues."

As a salesperson, you are expected to:

contribute to the success of the buyer's firm.

A personal selling approach that involves helping customers reach their strategic goals by using the products, services and expertise of the sales organization is called:

Salespeople should only be concerned with sales revenue.

A canned sales presentation can be described as

a sales presentation that is very structured and generally based on a written script

Which of the five views of personal selling is considered to be the simplest?

A customer-oriented sales approach employs truthful, but manipulative, tactics to satisfy the long-term needs of both the customer and the selling firm.

The mental-states, or formula approach, to personal selling assumes that buyers must be led through four mental states, which occur in this order:

attention, interest, desire, action

Salespeople have the following relationship with revenue in most business firms:

In order to better understand their own product's position in the market place, salespeople need:

a high degree of competitor knowledge

In order for a salesperson to be customer oriented they must, at least in part, be motivated by their customers' success

right and wrong conduct of individuals and institutions of which they are a part.

Salespeople who always do what they say they'll do earn trust because buyers perceive them as being:

The question "Do you know what you're talking about?" is addressing which component of trust?

It is important for salespeople to have a complete understanding of their companies' pricing policies because:

Both a and c are correct. a) They are often responsible for negotiating price with their customers. c) They can legally obligate the company to a quoted price.

Trust is crucial to the success of long term business relationships.

For a salesperson, expertise is closely associated with knowledge of the market.

Jennifer is a salesperson for a business insurance company. Recently she told several of her customers about new legislation that may adversely affect their businesses. Jennifer is earning trust because her customers will perceive her as ____.

Competence is important component of trust.

The gap between a buyer's desired state and his/her actual state is referred to as a

Both a and d are correct

a) Problem

d) Need

Suppose you're working as a salesperson and one of your prospects tells you they are interested in your product because you offer a long warranty and a liberal return policy. Which of the following needs is the buyer expressing?

Business markets are characterized as having multiple buying influences.

Which of the following best describes derived demand?

Demand derived from the demand for another product

The two general categories of attributes making up the two-factor model of evaluation are?

Function and psychological attributes

The desire to belong to a particular reference group leads to psychological needs.

A salesperson's best chance for making a sale is to get involved with the buyer when they are in the ____ stage of the buying process?

The multi-attribute model for evaluating solution alternatives utilizes weighted averages.

Which of the following is not a member of the buying center?

Straight rebuy and modified rebuy both refer to types of purchasing decisions.

The S in SPIN stands for situation questions, and they are designed to help the buyer understand the seller's situation.

Salespeople need to possess effective communications skills so that they:

are better able to identify buying needs and accurately convey proposed solutions.

With respect to SIER, sensing refers to receiving the verbal and nonverbal components of a message.

Which of the following is an example of an open-end question?

How do you currently assess the performance of your suppliers?

Reactive questions are always open-ended.

"SPIN is a progressive questioning system while ADAPT is a regressive questioning system.

"How will the supplier's inability to deliver on time affect your planned expansion?" is an example which type of ADAPT question?

A salesperson wishing to shift or redirect the topic of discussion should use which of the following types of questions?

"Do you typically purchase or lease?" is an example of which type of SPIN question?

Which of the following is not an objective of strategic questioning?

Salespeople need to set sales goals, but they don’t need to set prospecting goals.

A strategic prospecting plan should include all of the following except?

All of the above are correct. a. Proper time allocation b. Goals c. Evaluation method d. Tracking system

In order for a prospect to be considered qualified, that prospect must have a need for salesperson’s product.

Cold calling is one of the most successful forms of prospecting.

Which of the following prospecting methods is characterized by having MANY potential prospects brought together under one roof?

Both a and b are correct a. Sales seminars b. Trade shows

Which of the following is not typically a source of sales leads?

An organization's records of former customers are usually a poor source for prospecting.

What is the goal of strategic prospecting?

To help salespeople identify the best sales opportunities in the most efficient way.

The prospecting method in which salespeople's customers or prospects give them leads is called what?

The strategic prospecting process is also known as the:

Both a and d are correct.

a. Sales funnel

d. Sales pipeline

Which of the following is the best example of a customer value proposition?

Utilizing the data analysis automation feature of our product will improve your employees’ productivity by 10% within six months.

Natalie’s customers are usually interested in features that help their companies appear more “high-tech.” With respect to the purchase decision process, these prospects are driven primarily by:

When uncovering needs for an organized dialogue (presentation,) approximately how much time should the salesperson speak?

During the first few minutes of the sales call, salespeople should:

Do all of the above 1. be friendly and positive 2. be flexible 3. have an agenda 4. show sensitivity to the customer’s needs and opinions

Features address rational buying motives and benefits address emotional buying motives.

“I need to reduce our costs” is an example of a rational buying motive.

A telemarketing organization would probably want its salespeople to use a ____.

Canned sales presentation

Which of the following types of sales presentations is most flexible?

Organized sales dialogues (presentations)

Which of the following is a major advantage of effective written sales proposals?

They are able to continue selling in the absence of the salesperson

Written sales proposals are designed to motivate the buyer to commit to the seller's proposed solution (i.e., make a purchase). To facilitate the purchase process, each written sales proposal should contain a(n) ____.

Both b and d are important. b. Pricing and sales agreement d. Suggested action and timetable

When working with a buyer concerned with finding a copier possessing superior quality and durability, price is probably ____.

Not a feature the salesperson should address first

Steve, a salesperson for XYZ Computer Co. has just finished uncovering and confirming that his prospective customer needs 50 new computers that offer high quality graphics. During his presentation, Steve should:

secure the buyer's agreement that his computers offer high quality graphics.

The SPES Sequence is a power tool because it helps the salesperson effectively ____.

Which of the following is not a reference to a type of question that seeks feedback from a buyer?

Features represent the value a product produces.

A ____ is identified once the buyer acknowledges the importance of benefit.

Steve, a salesperson for XYZ Co. knows his products better than any other salesperson. Although when working with prospects he is able to list several features and benefits his product provides, Steve’s sales are among the lowest in the company. Steve could probably benefit from learning:

How to develop and present selling points

When selling to groups, salespeople can expect tough questions.

After presenting a selling point, the salesperson should use a ____ type of question.

An example provided in the form of a story describing a specific incident or occurrence is referred to as a(n):

A buyer who says "Your company is too small to meet my needs" is expressing a(n) ____ objection.

LAARC is an acronym for ____.

listen, acknowledge, assess, respond, confirm

"Always Be Closing" is a good motto for salespeople involved in relational selling

"How do I know you'll meet our delivery requirements?" is an example of a need objection.

When a customer says "Your prices are too high," it always means they have a price objection.

A buyer expressing concern about the product's ability to function properly is raising which type of objection?

Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?

Using the direct denial method for handling resistance is risky because it may anger the buyer.

Jennifer, a salesperson for ABC Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. Jennifer is using the ____ method of handling resistance.

Mike is a sales rep for an industrial equipment company. Mike can expect sales resistance when ____.

All of the above are correct. a. the buyer wants to avoid the sales interview b. the prospect lacks information. c. the buyer simply resists change d. the he has failed to prospect properly.

The salesperson should encourage critical encounters with their customers to encourage effective dialogue.

With respect to relational selling, it is the salesperson's job to follow-up with the customer after a sale has been made in order to ensure customer satisfaction.

Problems that result in the customer severing the relationship with the seller may be avoided by:

maintaining open, two-way communication.

Tony is a salesperson dealing with a customer complaint. Tony’s customer is asking for a resolution Tony knows is nonviable. Tony should

thank the customer for the suggestion and then offer an alternative solution.

Unless the delivery delay is going to be very long, it is unwise to alert the buyer to minor delivery delays.

Which of the following components of effective follow-up reflects a salesperson's actions that create and maintain contact with influential (related to the purchasing decision) people in the buying organization.

LaTosha is very good at getting customers to purchase her company’s products. However, her customers are usually dissatisfied with the performance of the products, even though they perform as well if not better than the competition’s products. Which of the following is most likely the problem:

LaTosha is setting her customers’ expectations too high.

Which of the following is not one of the recommended partnership enhancement activities?

Which the following is not one of the customer service dimensions?

Which of the following is not one of the specific components of effective follow-up?

Which the following is not one of the sequential stages of self-leadership?

Each of the above is one of the sequential stages of self-leadership.

a. Setting goals and objectives b. Implementation of strategies c. Taking advantage of technology d. Assessment and evaluation

Effective goals need to be challenging and not constrained by time.

Sharon has set her goals and objectives for the year. According to the Five Sequential Stages of Self-Leadership model, Sharon should now:

Analyze her territory and classify accounts

Based on the interdependence of the four types of salesperson goals, what should a salesperson's sales call goals be based on?

An effective sales plan should include periodic checkpoints for assessing progress toward goals.

Placing existing customers and prospects in categories based on their sales potential is called ____.

Single-factor analysis is a common method used for account classification.

Which of the following is not one of the characteristics of properly developed the goals?

All the above are characteristics of properly developed goals

a. Time specific b. Realistic c. Specific d. Quantifiable

Sandy does an excellent job of setting objectives for herself. Unfortunately, rarely devotes any time to developing and executing plans to achieve those objectives. Sandy is:

an ineffective self-leader

The process of first deciding what is to be accomplished and then placing into motion the proper plan designed to achieve those objectives is called ____.

Which of the following is the first step in a sales presentation?

What are the three essential steps within the sales presentation in their correct order?

What occurs before sales presentation?

What should a salesperson do in the beginning of a group sales presentation?