test 3

Question 1

One of the ways to enhance customer value is to be proactive when dealing with customers

Answer 1

true

Question 2

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

Answer 2

false

Question 3

Analogies are useful for explaining something complex; they allow the buyer to visualize the concept in
terms of something familiar and easy to understand

Answer 3

true

Question 4

an anecdote is an example presented in the form of a story describing a specific incident

Answer 4

true

Question 5

Varying pitch on key words minimizes the impact of a sales message

Answer 5

false

Question 6

After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing
questions

Answer 6

false

Question 6

The important part of using the direct denial method of handling sales resistance is not to humiliate or anger
the prospect

Answer 6

true

Question 7

the statement “I have never heard of your company” is an example of a product objection

Answer 7

false

Question 8

When Andy hears his customer say “I need something a lot cheaper,” he knows that a product objection is
being raised.

Answer 8

false

Question 9

Nonverbal cues are used to evaluate the buyer’s interest and assess the progress of the sales dialogue

Answer 9

true

Question 10

Statistics, testimonials, and case histories are examples of proof providers

Answer 10

true

Question 11

Sales aids like multimedia presentations, videos, and product demonstrations increases a buyer’s
participation and involvement

Answer 11

true

Question 12

When selling to groups, it is essential to make all members of the group feel that their opinions are valuable

Answer 12

true

Question 13

While handling a price objection, the product’s value must be established before the salesperson spends time
discussing price

Answer 13

true

Question 14

When Kyo hears his customer say, “I need something a lot cheaper,” they know that a product objection is
being raised

Answer 14

false

Question 15

Maintaining a constant speed of speech can add emphasis and guide buyers’ attention to selected points of
the presentation

Answer 15

false

Question 16

Sales resistance is not a normal part of the sales process

Answer 16

false

Question 17

In the context of a sales dialogue, the question “Does that answer your concern?” is an example of a
response check

Answer 17

false

Question 18

The goal of the forestalling method of responding to objections is to turn an apparent deficiency into an
asset or reason to buy

Answer 18

false

Question 19

The use of electronic materials, such as multimedia presentations, should be avoided during presentations
because they tend to be very distracting

Answer 19

false

Question 20

The question, “Would you like to place an order today?” is an example of which method to earn
commitment?

Answer 20

direct commitment

Question 21

An example of a(n) ________ question is, “What are you currently doing to improve your customer
satisfaction ratings?

Answer 21

assessment or situation

Question 22

The _____ method is a response to buyer objections in which a salesperson converts a prospect’s objection
into a reason the prospect should buy

Answer 22

boomerang

Question 23

Sales aids in the form of slides, videos, or multimedia presentations are referred to as _____

Answer 23

electronic materials

Question 24

Which of the following does a salesperson need to do in order to produce an understandable sales dialogue?

Answer 24

A salesperson should use verbal support elements during the sales dialogue

Question 25

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

Answer 25

product

Question 26

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

Answer 26

commitment signal

Question 27

Which technique to answer sales resistance counterbalances the objection with a benefit?

Answer 27

compensation

Question 28

Which of the following is an example of proof providers?

Answer 28

case histories

Question 29

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?

Answer 29

summary commitment

Question 30

Which of the following takes place when a salesperson does not prospect or qualify properly?

Answer 30

both the salesperson’s time and the buyer’s time are wasted

Question 31

When selling to groups, salespeople should _______

Answer 31

make periodic eye with everyone in the buying group

Question 32

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

Answer 32

Resilience

Question 33

A salesperson who takes a soft and tactful approach to correct a prospect’s information is using the _____
method of handling objections

Answer 33

indirect denial

Question 34

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?

Answer 34

third-party reinforcement

Question 35

Identify an action that is likely to help salespeople enhance customer value

Answer 35

offering advice for improving customers operations

Question 36

_____ 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

Answer 36

forestalling

Question 37

Which of the following is a traditional method of earning commitment?

Answer 37

the boomerang method

Question 38

A buyer who says, “Your company is too small to meet my needs” is expressing a _____ objection

Answer 38

source

Question 39

Which of the following statements is not true about listening?

Answer 39

Adding a premature response without listening should be encouraged.