fill in the blanks

Question 1

Sales _______ is a customer-oriented approach that uses truthful, non-manipulative
tactics to satisfy the long-term needs of both the customer and the selling firm.

Answer 1

Professionalism

Question 2

________ are constantly involved with new products, new customers, or both

Answer 2

pioneers

Question 3

______ sales refers to non retail salespeople who remain in their employer’s place of business
while dealing with customers

Answer 3

inside

Question 4

_______is the extent of the buyer’s confidence that he or she can rely on the salesperson’s
integrity

Answer 4

trust

Question 5

_______is the right and wrong conduct of individuals and institutions of which they are a part

Answer 5

ethics

Question 6

_______is a false claim made by a salesperson

Answer 6

misrepresentation

Question 7

RFP stands for

Answer 7

Request for proposals

Question 8

______ needs are the specific needs that are contingent on, and often a result of, conditions
related to the specific environment, time, and place

Answer 8

situational

Question 9

________ refers to the degree to which a person holds opinions about issues and attempts to
dominate or control situations by directing the thoughts and actions of others

Answer 9

assertivness

Question 10

______ points to the level of feelings and sociability an individual openly displays

Answer 10

responsivness

Question 11

Memorizing sales presentations is part of _____ presentations

Answer 11

canned

Question 12

CVP stands for

Answer 12

Customer Value Proposition

Question 13

______buying motives typically relate to the economics of the situation, including cost,
profitability, quality, services offered etc

Answer 13

rational

Question 14

_____ are the favorable outcome derived from a feature.

Answer 14

benefits

Question 15

_____ canvassing occurs when salespeople contact a sales lead unannounced with little if any
information about the lead

Answer 15

cold

Question 16

_______ are sales leads provided by a customer or some other influential person

Answer 16

referrals

Question 17

______ questions are designed to limit the customers’ response to one or two words

Answer 17

closed-end

Question 18

_______ questions are designed to penetrate below generalized or superficial information to
elicit more articulate and precise details for use in needs discovery and solution identification

Answer 18

probing

Question 19

The S in SPIN selling refers to _____ questions

Answer 19

Situation

Question 20

The D in the ADAPT questioning refers to _____ questions

Answer 20

Discovery

Question 21

A buyer expressing resistance because he/she is loyal to another supplier is raising the ______
objection

Answer 21

company

Question 22

The first step in the sequential components of effective follow-up is _______.

Answer 22

interact

Question 23

The thirds step in the sequential components of effective follow-up is Know.

Answer 23

know

Question 24

An organization’s computer network that offers password-controlled access to people within and
outside the organization is called ______

Answer 24

intranet

Question 25

CRM stands for

Answer 25

Customer Relationship Management

Question 26

____ benefits are what the buyer indicates are important and represent value

Answer 26

Confirmed

Question 27

_____ is a brief description of a specific instance used to illustrate features and benefits of a
product

Answer 27

example

Question 28

______is a special and useful form of comparison that that explains one thing in terms of
another

Answer 28

analogy

Question 29

_______ are similar to statistics, but in the form of statements from satisfied users of the
selling organization’s products and services

Answer 29

testimonials

Question 30

The ______ method of responding to objection converts the objection into a reason the
prospect should buy

Answer 30

boomerang

Question 31

________ is guiding oneself to do the right things and do them well.

Answer 31

self-leadership