test 3 Flashcards
One of the ways to enhance customer value is to be proactive when dealing with customers
true
The continuous yes close technique for gaining commitment is a selling technique in which the salesperson
makes the assumption that the buyer wants to make a purchase
false
Analogies are useful for explaining something complex; they allow the buyer to visualize the concept in
terms of something familiar and easy to understand
true
an anecdote is an example presented in the form of a story describing a specific incident
true
Varying pitch on key words minimizes the impact of a sales message
false
After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing
questions
false
The important part of using the direct denial method of handling sales resistance is not to humiliate or anger
the prospect
true
the statement “I have never heard of your company” is an example of a product objection
false
When Andy hears his customer say “I need something a lot cheaper,” he knows that a product objection is
being raised.
false
Nonverbal cues are used to evaluate the buyer’s interest and assess the progress of the sales dialogue
true
Statistics, testimonials, and case histories are examples of proof providers
true
Sales aids like multimedia presentations, videos, and product demonstrations increases a buyer’s
participation and involvement
true
When selling to groups, it is essential to make all members of the group feel that their opinions are valuable
true
While handling a price objection, the product’s value must be established before the salesperson spends time
discussing price
true
When Kyo hears his customer say, “I need something a lot cheaper,” they know that a product objection is
being raised
false
Maintaining a constant speed of speech can add emphasis and guide buyers’ attention to selected points of
the presentation
false
Sales resistance is not a normal part of the sales process
false
In the context of a sales dialogue, the question “Does that answer your concern?” is an example of a
response check
false
The goal of the forestalling method of responding to objections is to turn an apparent deficiency into an
asset or reason to buy
false
The use of electronic materials, such as multimedia presentations, should be avoided during presentations
because they tend to be very distracting
false
The question, “Would you like to place an order today?” is an example of which method to earn
commitment?
direct commitment
An example of a(n) ________ question is, “What are you currently doing to improve your customer
satisfaction ratings?
assessment or situation
The _____ method is a response to buyer objections in which a salesperson converts a prospect’s objection
into a reason the prospect should buy
boomerang
Sales aids in the form of slides, videos, or multimedia presentations are referred to as _____
electronic materials
Which of the following does a salesperson need to do in order to produce an understandable sales dialogue?
A salesperson should use verbal support elements during the sales dialogue
During a sales presentation, when a buyer says, “The problem is that the specifications do not match what
we have now,” the buyer is most likely expressing a _____ objection
product
Sydney, a salesperson for an agricultural equipment manufacturing company, makes a sales presentation for
one of their prospects. Halfway through the sales presentation, while Sydney is still discussing the benefits of a
particular tool, the prospect picks up the tool and begins to study it intently. The prospect looks at it from
different angles and tests its weight. In this case, Sydney should take this nonverbal act of the prospect as a
commitment signal
Which technique to answer sales resistance counterbalances the objection with a benefit?
compensation
Which of the following is an example of proof providers?
case histories
Sandy, a salesperson in a computer manufacturing company, has been trying to acquire a high-profile
customer in the market. She has made a couple of sales calls to the prospective customer in the past. Now, in an
attempt to close the sale, Rosa makes a final call to the prospect and outlines all the major benefits that the
prospect has confirmed over the previous sales calls. Which of the following selling techniques does Sandy use
in this scenario?
summary commitment
Which of the following takes place when a salesperson does not prospect or qualify properly?
both the salesperson’s time and the buyer’s time are wasted
When selling to groups, salespeople should _______
make periodic eye with everyone in the buying group
Regan is a salesperson for a furniture manufacturing company. He is very good at dealing with upset
customers. Even if customers are rude, he stays calm and does not lose his cool. His calm approach enables him
to eventually resolve their complaints. In the context of customer service dimensions, Regan exhibits _____ in
the given scenario
Resilience
A salesperson who takes a soft and tactful approach to correct a prospect’s information is using the _____
method of handling objections
indirect denial
Finton has a testimonial from a highly respected customer that counters the rumor that Finton’s company
does not have a strong research and development department. With which of the following types of objection
handling methods is Finton most likely to use the testimonial?
third-party reinforcement
Identify an action that is likely to help salespeople enhance customer value
offering advice for improving customers operations
_____ is a response to buyer objections in which the salesperson answers the objection during the sales
presentation before the buyer has a chance to ask it
forestalling
Which of the following is a traditional method of earning commitment?
the boomerang method
A buyer who says, “Your company is too small to meet my needs” is expressing a _____ objection
source
Which of the following statements is not true about listening?
Adding a premature response without listening should be encouraged.
