HELP PLEASE ? 11-16

Question 11 (1 point) ) Listen Sylvie is a salesperson for ABC furniture supply and is having trouble getting sales. Her customers consistently bring up need objections and she is rarely able to overcome them. Which strategy should she work on? ( A) She needs to improve her prospecting and qualifying skills. B) She needs to spend more time presenting the different features and benefits of her products. C) She needs to find a way to lower the price of her products. D) She needs to improve her level of product knowledge. Question 12 (1 point) )Listen What is the term for meetings in which the salesperson encourages the buyer to discuss tough issues especially in areas in which the salesperson's organization is providing less than satisfactory performance? ( A) critical encounters B) touch points C) service opportunities O D) complaint sessions Question 13 (1 point) )Listen What is the term for management in organizations in which greater authority and responsibility are placed at higher management levels? A) specialized B) centralized O C) vertically stacked O D) cross-functional Question 14 (1 point) ) Listen Which of the following is a notable difference between the recommended procedures for handling objections and for handling customer complaints after the sale, as discussed in the textbook? A) The complaint handling procedure asks the customer how he or she would like to have the issue resolved, whereas the salesperson determines how an objection should be handled. B) The objection handling procedure involves more negotiation skills than the complaint handling procedure. (C) The salesperson determines how a complaint should be resolved, whereas the objection handling procedure requires more collaboration with the prospect D) The complaint handling procedure requires more negotiation skills than the objection handling procedure. Question 15 (1 point) ) Listen What was the salesperson's traditional view of sales resistance? A) Salespeople were taught to view any resistance as a threat to the sale. B) The raising of an objection usually indicates faulty execution of the qualifying process. C) Lack of buyer interest and price are the main forms of sales resistance faced by salespeople. D) Salespeople considered objections a natural part of the sales process, and an opportunity to continue selling. Question 16 (1 point) ) Listen What should the salesperson do next if the complaining customer proposes a viable way to resolve the complaint? A) allow the customer to vent B) follow through with what the customer suggests C) offer the customer an alternative resolution D) gain the customer's agreement that the action will resolve the complaint