Questions designed to move the sales process toward commitment and action are called __________.

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A) confirmation questions

B) summary confirmation questions

C) closing questions

D) need-satisfaction questions

E) action-oriented questions

2. Part four of the consultative sales process consists of:

A) creating a need-satisfaction sales presentation and communicating to the customer the satisfaction that the product or service can provide.

B) determining buyer needs and then selecting or configuring custom-fitted solutions to satisfy these needs.

C) servicing the sale

D) reviewing the behaviours displayed by high-performance salespeople

E) obtaining referrals for future prospects

3. The six-step presentation plan includes which of the following steps:

A) approaching, need discover, presentation, negotiating, closing, and servicing

B) initial contact, customer fitting, presentation, negotiating, closing, and servicing

C) custom fitting, presentation, demonstration, negotiating, communicating, and closing

D) initial contact, presenting, demonstrating, negotiating, closing, and servicing

E) initial contact, presentation, demonstration, communication, closing, and servicing

4.Which of the following is an acceptable method of negotiating a buyer's price concerns?

A) Make price the focal point of your presentation

B) Offer a lower-priced alternative.

C) Focus your comments on an individual product feature.

D) Explain the difference between price and cost.

E) Apologize for the higher price.

5.Tara is developing a presentation strategy. She includes establishing objectives for the sales presentation, providing outstanding customer service, and:

A) developing a prospect base.

B) preplanning activities.

C) overhead design procedures.

D) enquiring about referrals.

E) developing the presale presentation plan.

6.The difference between cross-selling and suggestion-selling is:

A) cross-selling is hard to do because it involves the customers to purchase the product, suggestion-selling is easy to do because the customer is not committing to the purchase.

B) cross-selling is done by order getters, suggestion-selling is done by order-takers.

C) cross-selling involves selling products directly associated with the product sold, suggestion-selling is selling unrelated items.

D) cross-selling is suggesting competitive products, suggestion-selling is offering your own products to the customer.

E) cross-selling is to grow volume, suggestion-selling is to enhance customer satisfaction.

7.The concept of "customer-for-life" is very important because of:

A) smarter, well-informed customers.

B) increased competition.

C) the high cost of customer attrition.

D) stricter customer protection laws.

E) the increased expense associated with warranties.

8.A good strategy for closing, large, complex, multi-call sales is:

A) using the special concession closing method

B) using the management closing method

C) using the direct appeal closing method

D) using the multiple option closing method

E) using the incremental commitment closing method

9.The close which is appropriate when a prospect seems to be having difficulty in making a decision, even after ample information has been provided to them, is the __________.

A) balance-sheet close

B) special concession close

C) T-account close

D) summary-of-benefits close

E) trial close

10.Of the principles listed below, which is the best principle to follow to make your presentation effective?

A) Be technical; show the prospect your knowledge of the product.

B) Only use information-gathering questions.

C) Emphasize your products features.

D) Keep it simple and straightforward.

E) Show pizazz; customers love the sizzle rather than the steak.

11.A salesperson who says, "As I described earlier, we have two financing methods available; which of them do you prefer?" is using which of the following closing methods?

A) Direct appeal close

B) Negotiate the single problem

C) Special concession

D) Hat-in-the-hand close

E) Multiple options close

12. ) Saleem wants to ensure that Mr. Dodson buys a new car from him. He steers Mr. Dodson towards the new vehicles and strongly encourages him to take a car for a demonstration ride. Saleem wants to:

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A) prove buyer benefits.

B) involve the customer in the sales presentation.

C) drive around with Mr. Dodson to evaluate the competition.

D) improve communication.

E) improve retention.

26) You are about to call on Kim Hong, a buyer for a company that manufactures auto parts. Mr. Hong is "all business" and hates to waste time. You would be wise to:

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A) obtain as much information as possible about his company before the first meeting so you can eliminate any unnecessary questions.

B) attempt to schedule a plant tour before the first sales call.

C) go to the meeting with an order form filled in except for the number of items. Place it in front of him to show him you mean business.

D) develop a two-call plan. Use the first call to develop a social and business relationship.

E) avoid the use of confirmation questions.

65) The objective of the Approach is to:

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A) capture prospect's attention and generate interest in a prospect.

B) close the sale.

C) negotiate any concerns the prospect may have.

D) demonstrate the product to the prospect.

E) qualify the prospect.

47) The difference between survey and need-satisfaction questions is:

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A) survey questions are open-ended, need-satisfaction question are closed-ended.

B) survey questions help salesperson understand the customer's problem, need-satisfaction questions help understand the solution to the customer's problem.

C) survey questions are closed-ended, need-satisfaction questions are open-ended.

D) survey questions are simple, need satisfaction questions are complex.

E) survey questions are complex, need-satisfaction questions are simple.

31) All of the following are techniques for developing active listening skills, except:

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A) paraphrase the customer's meaning with a confirmation question.

B) describe how the customer will benefit from the purchase.

C) exhibiting your listening attitude through your nonverbal messages.

D) take notes.

E) focus your full attention.

57) When Jason makes a transition from preapproach to approach, the sales call may be blocked by sales call reluctance. If this manifests itself as a fear it is a problem shared by:

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A) order getters.

B) rookies and veterans.

C) organizational buyers.

D) missionary salespeople.

E) order takers.

68) The presentation strategy consists of the following prescriptions:

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A) commit to being a product, customer, and market expert and make effective presentations.

B) establish sales call objectives, develop presale presentation plan, and commit to provide outstanding customer service.

C) commit to effective implementation of the marketing plan and be customer oriented.

D) commit to maximization of customer satisfaction and company profitability.

E) all of the above

80) An appropriate response to a "sell low now, make profit later" tactic is to:

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A) walk away from the negotiations

B) maintain the price for the present order but agree to discount future orders.

C) unbundle the product features to reduce the price.

D) discount the present order hoping the customer will give future orders.

E) agree to split the difference in price.

73) A challenge that comes about when negotiations are conducted by a buying team is:

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A) internal conflicts can arise in the team due to conflicting agendas.

B) encountering a phenomenon called group think.

C) dealing with various communication styles in the team.

D) the balance of power shifts to the team with the most number of people in it.

E) some people in the team may not be very well informed about the product.

36) Marcel understands that after the needs discovery phase, he:

A) sets another appointment.

B) closes the deal.

C) explains the service contract.

D) selects the product.

E) invites further input.

64) The main reason customers welcome cross-selling is because:

A) they want special favours from the salesperson.

B) they want to buy integrated systems.

C) they want the convenience by buying several items from the same source.

D) they want price discounts.

E) they want to show customer loyalty.

39) A reason for using FBR approach in sales presentations is to:

A) target emotional links.

B) summarize the main points.

C) have a two-way communication.

D) close the sale.

E) be more professional.