Chapter 6

Question 1

sales dialog

Answer 1

Business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships.

Question 2

canned presentations

Answer 2

included scripted sales calls

that are memorized and automated presentations

Question 3

written sales proposal

Answer 3

a complete self-contained sales presentation.

accompanied by sales calls before and after the proposal is submitted

Question 4

organized sales dialog

Answer 4

address individual customer and different selling situations

Question 5

Executive summary

Answer 5

should include:

• customer needs and proposed solutions
• seller profile
• pricing and sales agreement
• suggested action and time table

Question 6

Reliability

Answer 6

reflects your (the seller’s) ability to identify creative, dependable, and realistic solutions and strategies and match them to the buyer’s needs and wants.

Question 7

Assurance

Answer 7

builds the buyer’s trust and confidence in your ability to deliver, implement, produce, and/or provide benefits.

Question 8

Tangibles

Answer 8

enhance and support the communication of your message and invite readership by its overall appearance, content, and organization.

Question 9

Empathy

Answer 9

confirms your thorough understanding of the buyer’s business and his or her specific needs and wants.

Question 10

Responsiveness

Answer 10

developed in a timely manner and demonstrates a willingness to provide solutions for the buyer’s needs and wants and to help measure results.

Question 11

Customer Value Proposition

Answer 11

A statement of how the sales offering will add value to the prospect’s business by meeting a need or providing an opportunity.

Question 12

Rational

Answer 12

Typically relate to the economics of the situation,including cost, profitability,quality, services offered, andthe total value of the seller’soffering as perceived by thecustomer.

Question 13

Emotional

Answer 13

Includes motives such as security, status, and need to be liked; sometimes difficult for salespeople to uncover these motives.

Question 14

Feature

Answer 14

A quality id characteristic of a product or service that is designed to provide value to a buyer

Question 15

Benefit

Answer 15

the added value or favorable outcome derived from features of the product or service the seller offers