Instructions:

Answer very specifically to the question. Be relevant. General answers/guesswork will not get you the grade that you want.

Use the concepts and language of the class materials not the internet.

Q1. Background: You've had success at Stanley Black & Decker in your initial role as an Inside Sales Representative and have now been promoted to a Key Account Managers role with responsibility for some 20 accounts of various sizes and complexity.

One of your biggest accounts is a long-term client who has a deep understanding of your products and the industry. This Account is also remote in location which means you have to do your selling online.

PART A) : What type of Presentation will you use [Memorized/Formula/ Need-Satisfaction]? Also describe what advantages or disadvantages this type of presentation offers and why you would use it. [4 marks]

Part B) : List reasons for sales-presentation failure and strategies to prevent such failures. [4 Marks]

Q2. As an increasingly important member of S B&D's Sales team, you have established a strong reputation as a "problem Solver". This will come in handy as one of your bigger accounts "F-Tech" is having serious issues competing on anything other than price.

What are the three skills needed in solving Customer Problems? What does the SPIN questioning method stand for and describe how it works best. [8 Marks]

Q3. Overcoming objections is a key part of successfully moving customers to a "Yes".

PART A): List the 5 types of Objections customers typically offer and describe what each is. (5 Marks)

PART B): Describe the process you might use (to overcome these objections). (3 Marks)

Q4. Negotiating is a key selling skill. Now that you've successfully presented, heard and understood the customers objections, you are ready to negotiate.

PART A): Define what a negotiation is? [2 Marks]

PART B): Outline and describe the basic negotiation concepts or [Basic elements}: [6 Marks]