Part 1 — Knowledge
Which is the most effective way to ask for an order?
A
Would you like to go ahead?
B
Can you think of any reason why we shouldn't go ahead?
C
What would you suggest we do next?
D
Should we deliver your first shipment Tuesday or Thursday?
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Part 1 — Knowledge
Objections occur when a salesperson fails to ask critical questions.
True
False
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Part 1 — Knowledge
When a customer or prospect is deciding to do business with you, which of the following is decided upon first?
A
Is your company a good match for me?
B
Do they like or trust you?
C
Is your product/service a good value?
D
Does your product/service meet my needs?
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Part 1 — Knowledge
When a customer or prospect is deciding to do business with you, which of the following is decided upon second?
A
Is your product/service a good value?
B
Does your product/service meet my needs?
C
Do they like or trust you?
D
Is your company a good match for me?
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Part 1 — Knowledge
When a customer or prospect is deciding to do business with you, which of the following is decided upon third?
A
Does your product/service meet my needs?
B
Do they like or trust you?
C
Is your company a good match for me?
D
Is your product/service a good value?
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Part 1 — Knowledge
When a customer or prospect is deciding to do business with you, which of the following is decided upon fourth?
A
Do they like or trust you?
B
Is your company a good match for me?
C
Does your product/service meet my needs?
D
Is your product/service a good value?
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Part 1 — Knowledge
When a customer or prospect is deciding to do business with you, which of the following is decided upon fifth?
A
When should I make a decision?
B
Does your product/service meet my needs?
C
Is your product/service a good value?
D
Is your company a good match for me?
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Part 1 — Knowledge
Which question is most likely to provide information that will cause you to change the objective for your sales call?
A
An open-ended question.
B
A question about the decision-making process.
C
A close-ended question.
D
A question that builds rapport with the client.
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Part 1 — Knowledge
The question you ask to gain closure on a sales call is determined by:
A
The buying signals you hear.
B
The objective of the sales call.
C
The person to whom you are selling.
D
The customer's objection.
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Part 1 — Knowledge
When your customer raises an objection during your product presentation, the first thing you should do is:
A
Thank them and then restate the objection.
B
Present another feature and benefit of your product.
C
Explain what others have found when they felt that way.
D
Ask questions about the objection.
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Part 1 — Knowledge
The principal mission of a salesperson is to:
A
Have a plan.
B
Be educated about the company's products.
C
Obtain commitment.
D
Represent their company in a positive manner.
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Part 1 — Knowledge
Which of the following is the best objective to set when making a sales call?
A
To introduce your company.
B
To get another appointment.
C
To determine the customer's needs.
D
To identify who makes the final decision.
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Part 1 — Knowledge
When calling on the ultimate decision-maker, product benefits should usually be expressed in dollars saved or earned.
True
False
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Part 1 — Knowledge
Which of the following is an appropriate objective for a sales call?
A
Gaining information that will help you in obtaining a commitment.
B
Gaining information necessary to prepare an order.
C
Gaining permission to present a proposal.
D
Gaining the buyer's confidence in your integrity and honesty.
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Part 1 — Knowledge
Which question is most likely to obtain the most valuable information from a buyer?
A
Is quality service important to you?
B
What qualities do you look for in a service provider?
C
Have you experienced bad service from your current provider?
D
How will our service be helpful to you?
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Part 1 — Knowledge
The most frequent mistake in selling is failing to set an appropriate objective for a sales call.
True
False
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Part 1 — Knowledge
The ultimate goal in asking open-ended questions is to:
A
Identify how to differentiate yourself, your company, and your product from the competition.
B
Demonstrate your interest to be of service to your customer and fulfill their needs.
C
Develop a better strategy for getting an order.
D
Determine what to sell to your customer.
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Part 1 — Knowledge
By setting an appropriate objective for a sales call, you are planning to perform the principal mission of a salesperson.
True
False
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Part 1 — Knowledge
When salespeople aren't sure what closure they want from a sales call, the prospect is often left with the impression that their time has been wasted.
True
False
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Part 1 — Knowledge
Which of the following will not generate an open-ended question?
A
Where
B
Will
C
When
D
Who
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Part 1 — Knowledge
Which is the greatest concern of the customer when buying your company?
A
Who are your customers?
B
What is your mission statement and philosophy?
C
How do you rank within your industry?
D
Will your company be a good match with ours?
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Part 1 — Knowledge
If the customer asks a question about your product before it is time to discuss it, make a brief product summary statement, followed by an open-ended question.
True
False
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Part 1 — Knowledge
You can eliminate providing any overall company information when you are calling on someone you've called on many times.
True
False
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Part 1 — Knowledge
Which statement presents a benefit of a product?
A
Our new conveyor operates at 120 feet per minute.
B
You said your top priority was to increase productivity.
C
This reduces labor costs by six dollars per hour.
D
How would this impact your total production costs?
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Part 2 — Application
Which statement best describes how you personally handle a situation where you have closed, and the prospect says, I need to think about it?
A
I let them know that I understand and then remind them of the features they liked about our product. I present another feature and benefit and close again.
B
I ask questions to understand what the problem is. Then I summarize their objection, present my solution, and close.
C
I change my objective for the sales call and try to get another appointment.
D
I ask, Is there anything I haven't covered yet? Their response tells me what they need to think over.
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Part 2 — Application
Which of the following best describes what you do when a customer asks you about price early in the call?
A
I summarize the features and benefits of the product and then quote the price.
B
I pacify them by saying something like, Pricing varies; I can quote a price once I have a better understanding of your needs. May I ask a few more questions first?
C
I quote price, but leave the door open for negotiation.
D
I quote price and then quickly ask another question to get back on track.
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Part 2 — Application
What would you most likely do to justify your company's higher price?
A
I would explain that the negative results of buying poorer quality at a cheaper price are numerous and how some of those consequences cost more than the difference in price.
B
I would ask questions that would identify areas where we can provide a unique solution to their needs.
C
I would emphasize my company's service advantage over the competition.
D
I would ask: Isn't quality much more important than a small difference in price?
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Part 2 — Application
Situation 1 for Questions 28 and 29: After a sales call with Haywood Industries you are feeling positive. You go over in your mind why you feel the way you do. You weren't planning on getting anything out of this call, but in the end Bob Howell, the Purchasing Manager, agreed to speak with you again to review a proposal. It might have been because you both play a lot of golf. He did give you good information by telling you how much product he currently buys, who he buys from, and how much he pays. He had heard of your company before and was impressed with it. He said your product is at least as good as what he gets now. You asked if he would commit to discussing a proposal next Wednesday at 2:00. He said it couldn't hurt. You thanked him for his time and wished him luck in his golf match this weekend. He laughed and said he would need luck.
In Situation 1, how would you rate your odds of getting an order on your next call?
A
Over 90%
B
70% to 90%
C
50% to 70%
D
Less than 50%
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Part 2 — Application
Situation 1 for Questions 28 and 29: After a sales call with Haywood Industries you are feeling positive. You go over in your mind why you feel the way you do. You weren't planning on getting anything out of this call, but in the end Bob Howell, the Purchasing Manager, agreed to speak with you again to review a proposal. It might have been because you both play a lot of golf. He did give you good information by telling you how much product he currently buys, who he buys from, and how much he pays. He had heard of your company before and was impressed with it. He said your product is at least as good as what he gets now. You asked if he would commit to discussing a proposal next Wednesday at 2:00. He said it couldn't hurt. You thanked him for his time and wished him luck in his golf match this weekend. He laughed and said he would need luck.
Your objective for next Wednesday's call should be to:
A
Identify more needs.
B
Determine if he is the decision maker.
C
Get an order.
D
Get him to place a trial order now and buy more if they like your product and delivery.
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Part 2 — Application
Situation 2 for Questions 30-32: When you walk into WTD Company for a sales presentation to CEO Rebecca Stevens, you find she has invited four of her employees to join the meeting. She introduces them to you as George, Erin, Greg, and Sara. They are managers of the four regions of the company. You bring out your proposal and start by summarizing the needs that Rebecca told you WTD had during your last meeting with her. As you begin presenting your solution, Greg asks you a question about where your company has done this before.
You would give Greg several references and continue your product presentation.
True
False
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Part 2 — Application
Situation 2 for Questions 30-32: When you walk into WTD Company for a sales presentation to CEO Rebecca Stevens, you find she has invited four of her employees to join the meeting. She introduces them to you as George, Erin, Greg, and Sara. They are managers of the four regions of the company. You bring out your proposal and start by summarizing the needs that Rebecca told you WTD had during your last meeting with her. As you begin presenting your solution, Greg asks you a question about where your company has done this before.
Because he is already sold on you and your product, you would now proceed to sell your company.
True
False
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Part 2 — Application
Situation 2 for Questions 30-32: When you walk into WTD Company for a sales presentation to CEO Rebecca Stevens, you find she has invited four of her employees to join the meeting. She introduces them to you as George, Erin, Greg, and Sara. They are managers of the four regions of the company. You bring out your proposal and start by summarizing the needs that Rebecca told you WTD had during your last meeting with her. As you begin presenting your solution, Greg asks you a question about where your company has done this before.
How can you best respond to this situation?
A
Tell a story that shows an example of your company's high quality.
B
After a brief company statement, ask questions to build rapport with them.
C
Solicit input from Rebecca to help handle Greg's question.
D
After you answer his question, ask them to go ahead with it.
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Part 2 — Application
You are on a call and things have been going very well. When you ask for commitment, the customer says: You're $2,000 higher than your competition. What do you do at this point?
A
Ask more questions.
B
Present another feature and benefit, then close again.
C
Explain how your service is better than the competitor's service.
D
Start the negotiating process.
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Part 2 — Application
You are calling on a buyer. You expect to get an order but during the call you are told that he will need to check with engineering to get approval to buy from you. What would you do?
A
Change your objective for the sales call.
B
Quickly end the call on the buyer and then call on engineering.
C
Make sure you give him everything he'll need to convince engineering to go with you.
D
Tell him why he should get engineering involved now.
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Part 2 — Application
You are giving your product presentation and notice that the customer glances at his watch. What do you do?
A
Speed up and get to the close A.S.A.P.
B
Ask him how much time you have left.
C
Increase the use of questions during your presentation.
D
Mirror the customer by looking at your watch, so he knows that you too are conscious of the time.
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Part 2 — Application
You've made seven calls on a particular prospect. Every time you ask for commitment it seems you are hearing a new objection or stall. You think you have handled each very well, but there is always another one that surfaces. What do you think is most likely the problem?
A
The prospect is not sold on your product.
B
You haven't hit enough hot buttons yet.
C
The customer doesn't have the authority to buy.
D
They are sold on someone else.
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