Transaction-focused Selling Ch 6-10

CHAPTER 6 6. Customer value propositions are created to overcome price objections. (A) True (B) False Answer : (B) False 13. The sales message varies little from customer to customer in a(n) _____. (A) directed sales presentation (B) written sales presentation (C) organized sales presentation (D) canned sales presentation (requires least amount of buyer involvement or input) (E) impromptu sales presentation Answer : (D) 15. Sally is a relatively experienced salesperson. Her customers want information on all the features, benefits, legal information, and pricing data about the product Sally is selling. She should probably develop a(n) -_____. (A) directed sales presentation (B) written sales proposal (C) organized sales proposal (D) canned sales presentation (E) customized sales presentation Answer : (B) 16. Which of the following is a characteristic of written sales proposals? (A) They do not vary from buyer to buyer and should be tested for effectiveness. (B) They are frequently used in competitive bidding situations. (C) They allow flexibility to adapt to buyer feedback. (D) They are often preferred by inexperienced salespeople. (E) They include memorized and automated presentations. Answer : (B) 17. Written sales proposals are better than their verbal counterparts because: (A) they provide a permanent record of claims and intentions. (B) they do not bind a selling organization to anything in particular. (C) they are easy to write and do not take a lot time to put together. (D) they are always more effective than oral presentations. (E) they do not have to vary from customer to customer. Answer : (A) 21. Which of the following states the importance of evaluating sales proposals before submitting them to buyers? (A) Well-written sales proposals guarantee that the buyer will buy the salesperson's product. (B) Well-written sales proposals ensure that the customer agrees with the seller. (C) Well-written sales proposals can appropriately assume what is important to the buyer, without asking the buyer. (D) Well-written sales proposals can be used instead of a sales dialogue and save the salesperson a lot of time. (E) Well-written sales proposals describe all of the seller's fees, prices, and expenses the buyer will incur. 26. Which of the following is a characteristic of good customer value propositions? (A) Good customer value propositions tell a customer what he or she wants to hear. (B) Good customer value propositions make promises and guarantees to ensure that a customer places an order. (C) Good customer value propositions use vague statements that make it easier for a salesperson to make the sale. (D) Good customer value propositions are as specific as possible on tangible outcomes. (E) Good customer value propositions only reflect on the product or service dimensions that a customer will pay for. Answer : (D) 27. A good customer value proposition should: (A) have complicated statements with a large number of technical terms. (B) reflect on product or service dimensions that add value. (C) guarantee benefits that cannot be delivered yet. (D) list all the benefits of a salesperson's offerings. (E) be as specific as possible on intangible outcomes. Answer : (B) 44. The last section of a written sales proposal is _________.Answer : implementation and timetable 47. A sales dialogue template always starts with _________.Answer : prospect information 48. The last section of the sales dialogue template is building value through _________.Answer : follow-up action 49. A(n) _________ is the added value or favorable outcome derived from features of a product or service a seller offers. Answer : benefit CHAPTER 7 3. Check-backs should be used after handling an objection. (A) True (B) False Answer : (A) 4. "Does that answer your concern?" is an example of a response check. (A) True (B) False Answer : (A) 5. Product benefits become confirmed benefits only when the buyer indicates they are of interest. (A) True (B) False Answer : (A) 13. Steve, a salesperson at Cann Computer Corp., confirms that his prospective customer needs 50 new computers that offer high-quality graphics. During his sales presentation, Steve should: (A) try to convince the buyer by stating that his company's computers do not offer high-quality graphics but are considerably cheap. (B) try to convince the buyer by stating that his company's computers offer high-quality graphics. (C) try to convince the buyer by demonstrating various features of his company's computers other than high-quality graphics. (D) talk about the graphic capabilities of his company's computers and then offer a quantity discount. (E) talk about how the prospective buyer can still be able to work without high-quality graphics. Answer : (B) 14. Response checks and check-backs are most commonly used: (A) after an entire presentation. (B) following the response to an objection. (C) as a way to uncover needs. (D) when setting appointments. (E) to uncover objections. Answer : (B) 15. Layla is a salesperson at Mandrin Corp. and is preparing to make a sales call. She should use a check-back after she: (A) finishes a feature-benefit sequence. (B) introduces herself. (C) assesses the prospective buyer's interest. (D) closes the purchase deal with the buyer. (E) finishes the sales presentation. Answer : (A) 17. Henry, a salesperson, calls a prospective buyer in an attempt to sell his company's new air conditioner. The buyer indicates that, for him, the most important benefit of the air conditioner should be that it consumes less electricity. That benefit is referred to as a(n) _____. (A) hidden benefit (B) potential benefit (C) confirmed benefit (D) closed benefit (E) accessory benefit Answer : (C) 18. Hailey, a salesperson, is presenting a sales dialogue to the buyers from Harter Tech, who want to buy a new range of copiers from Hailey's company. Hailey has found that some of the added features of the product are valued by the buyers. In this scenario, Hailey has identified the _____ of the copier. (A) potential benefit (B) confirmed benefit (C) value proposition (D) hidden feature (E) response check Answer : (B) 31. During her sales presentation for her company's latest line of printing equipment, Sue, a salesperson, provides prospective buyers with reports from state licensing bureaus and other authoritative, third-party sources. Which of the following proof providers is Sue using? (A) Testimonials (B) Comparisons (C) Statistics (D) Anecdotes (E) Case histories Answer : (C) 32. _____ are proof providers in the form of statements from satisfied users of the selling organization's products and services. (A) Statistics (B) Confirmed benefits (C) Testimonials (D) Analogies (E) Anecdotes Answer : (C) 35. Which of the following is an example of a proof provider? (A) Sales aids (B) Case histories (C) Videos (D) Illustrations (E) Visual materials Answer : (B) 38. During a group sales dialogue, salespeople should: (A) ensure the decision maker has heard a question and understands it before answering it. (B) answer questions as concisely as possible to move on with the presentation. (C) answer questions only at the end of the presentation. (D) speak primarily to the person identified as the decision maker. (E) use introductory remarks that recognize the individual interests of those present. Answer : (E) 43. Encouraging buyer feedback and focusing on creating value for the buyer are both keys to effective _________.Answer : sales dialogue 44. _________ are questions salespeople use throughout a sales dialogue to generate feedback from a buyer. Answer : Check-backs 50. _________ such as statistics, testimonials, and case histories can be utilized to preempt a buyer from asking, "Can you prove it?" or "Who says so?"Answer : Proof providers 51. _________ are testimonials in story or anecdotal form used as proof providers. Answer : Case histories Chapter 8 27. The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to: (A) keep the sales dialogue positive. (B) get an order. (C) end the sales dialogue. (D) qualify prospects. (E) deny an objection. Answer : (A) 30. Katie, a salesperson for Sol Computers, is faced with an objection from one of her prospects. The prospect says that the graphics of the computers do not meet his requirements. Katie listens to the objection and makes it known to her prospect that she has received the message. According to the LAARC method, which of the following should Katie do next? (A) Continue listening (B) Assess the objection (C) Ask confirmatory questions (D) Respond to the objection (E) Change the subject of the conversation Answer : (B) 18. Brian is a salesperson for a payroll processing company. He has found that a few of his prospects raise objections even when it is clear that the solution he is presenting will work and is worth the price. The prospects feel comfortable with their current payroll processing systems, and are hesitant to adopt the new technique proposed by Brian. In this scenario, which of the following is most likely a reason the prospects raise objections? (A) The prospects want to avoid the sales interview. (B) The prospects fail to recognize a need. (C) The prospects lack information. (D) The prospects resist change. 23. One of the most difficult types of objections to overcome is one based on _____. (A) the price of a product (B) the quality of a product (C) the performance of a product (D) a buyer's loyalty to a competitor (E) a buyer's need for a product Answer : (D) . Which of the following types of sales resistance is most commonly used by buyers? (A) Need objections (B) Price objections (C) Time objections (D) Product objections (E) Source objections Answer : (B) 20. When a buyer says, "The problem is that the specifications do not match what we have now," he or she is expressing which of the following types of objections? (A) A time objection (B) A price objection (C) A need objection (D) A company objection (E) A product objection 21. Jonathan, a salesperson for a food processor manufacturing company, is selling his company's new juicer to prospective customers. Most of his prospects feel that the juicer is too bulky and is not easy to clean. In this scenario, which of the following types of objections are Jonathan's prospects raising? (A) A time objection (B) A price objection (C) A need objection (D) A product objection (E) A source objection Answer : (D) Chapter 9 49. _________ is the process of improving a product or service for the customer. Answer : Adding value 50. The four sequential components of effective follow-up include interact, _________, know, and relate. Answer : connect By exceeding expectations and _________, a salesperson helps ensure repeat business. Answer : adding value . Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers? (A) Handling complaints when possible (B) Adding value to the selling organization (C) Processing requests for rush deliveries willingly . To overpromise and underdeliver to a customer is an example of a(n) ___ (E) detractor In maintaining and enhancing customer relationships, salespeople are involved in:(D) performing routine post-sale follow-up activities. Scott is a salesperson for an automobile manufacturing company. He usually makes an effort to have effective encounters with customers in order to have effective communication between them. He wants his customers to be highly involved in the decision-making process. In this scenario, which of the four sequential components of effective follow-up is Scott utilizing? (A) Interact The specific component of effective salesperson follow-up designed to _____ with customers refers to a salesperson's ability to apply relevant understanding and insight to create valueadded interactions. (D) relate Jake is a salesperson for a corporate jet manufacturer. From experience, Jake knows that most customers will have questions or concerns after placing an order. Which of the following postsale follow-up methods is the best way for Jake to provide useful information to his customers? (A) A personal visit Chapter 10 Dave is a sales executive at Windsor Stock. His current task is to find the customers and prospects who would buy the company's products, discover the location of such customers, and pinpoint those who can influence purchase decisions. In this scenario, Dave is involved in: (A) territory analysis. (B) account classification. (C) sales planning. (D) assessment and evaluation. (E) implementation of plan. Richa, a sales manager at TM Resources, needs to find new markets in which to sell her company's products. Richa assigns her team of salespeople the task of finding out the location of existing customers and prospects, the products they buy, why they buy, and what influences their purchasing decision. This scenario indicates that the team is currently involved in _____. (D) territory analysis Which of the following is a feature of portfolio analysis? (A) It is less complex compared to ABC analysis. (B) It is a highly rigid system. (C) It uses only one factor for analysis. (D) It is represented in the form of a matrix. 42. Which of the following is a difference between ABC analysis and Portfolio analysis? (A) ABC analysis requires statistical analysis, whereas portfolio analysis does not. (B) ABC analysis uses only one factor, whereas portfolio analysis uses two factors (C) ABC analysis facilitates data manipulation, whereas portfolio analysis uses exact data. (D) ABC analysis is represented in a matrix form, whereas portfolio analysis is represented as a table. (E) ABC analysis is complex and less common, whereas portfolio analysis is simple and most often used. After developing strategies and plans, Alice, a salesperson, was asked to analyze her customers' past behaviors, any opportunities to sell complementary products, and the makeups of various customer groups in order to identify areas of opportunity and high interest to customers. In this scenario, which of the following should Alice adopt to perform this task? (A) Deal analytics (B) ABC analysis (C) Portfolio analysis (D) Two-factor analysis (E) Big data analytics Ella is a salesperson at SalesQuarter Inc. She performs a two-factor analysis for account classification and finds that the accounts are less attractive, offering low opportunity. Ella realizes that her accounts are in a weak competitive position. In this scenario, which of the following selling strategies should Ella follow? (A) She should engage in heavy investment on the resources in this account. (B) she should allocate a moderate level of selling effort in order to maintain the current competitive position. (C) She should make heavy investment in the selling effort in an attempt to strengthen her competitive position. (D) She should use alternatives like telemarketing, direct mail, and the Internet. Sharon has set a goal of selling her company's product to at least 100 customers and earning $50,000 during the current financial year. According to the five sequential stages of selfleadership model, Sharon's next step should be to: (B) analyze her territory and classify her accounts. Which of the following is true of territory analysis? (E) It provides the input for account classification Which of the following is characteristic of single-factor analysis? (E) It classifies accounts on the basis of sales potential. Which of the following is a benefit of single-factor analysis? (C) It requires no data manipulation Kayla, a salesperson, suggests to her team that the straight-line routing plan would be most appropriate for their accounts. However, Sandra disagrees and says the cloverleaf model would work best for their accounts. Which of the following, if true, would strengthen Kayla's argument? (A) Accounts are concentrated in different parts of the territory. (B) Accounts are located in clusters that are some distance from one another. The Cloverleaf sales call routing plan is best used when: (A) accounts are located in a straight line. (B) accounts are concentrated in different parts of the territory.