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TRUEFALSE
(A) True
(B) False
Answer : (B)
2. With multimedia sales presentations becoming more routine, written sales proposals are declining
in importance.
(A) True
(B) False
Answer : (B)
3. Most buyers are willing to overlook poor spelling and grammatical mistakes in a written proposal
as long as the product is beneficial and affordable.
(A) True
(B) False
Answer : (B)
4. When conducting an organized sales dialogue, a salesperson should do most of the talking.
(A) True
(B) False
Answer : (B)
5. The only objective that should be included in any sales dialogue planning is to get an order.
(A) True
(B) False
Answer : (B)
(B) False
Answer : (B)
7. One of the disadvantages of using customer value propositions is that they are complex and
difficult to understand.
(A) True
(B) False
Answer : (B)
(A) True
(B) False
Answer : (A)
9. The statement "Our product will help you increase your revenue" is an example of a good
customer value proposition.
(A) True
(B) False
Answer : (B)
10. When scheduling an appointment with a prospect, it is a good idea to specify the amount of time
needed for the meeting.
(A) True
(B) False
Answer : (A)
MULTICHOICE
(B) remember to begin the presentation by asking for an order from the prospect.
(C) memorize a script and recite it verbatim.
(D) remember that most prospects have the same needs and expectations.
Answer : (E)
12. Before, during, and after a sale, a selling strategy must focus on:
(E) providing an overview and background of a firm, with an emphasis on the company's capabilities.
Answer : (A)
13. The sales message varies little from customer to customer in a(n) _____.
Answer : (D)
14. Which of the following sales communications formats requires the least amount of buyer
involvement or input?
Answer : (D)
15. Sally is a relatively experienced salesperson. Her customers want information on all the
features, benefits, legal information, and pricing data about the product Sally is selling. She should
probably develop a(n) -_____.
Answer : (B)
(A) They do not vary from buyer to buyer and should be tested for effectiveness.
Answer : (B)
17. Written sales proposals are better than their verbal counterparts because:
(C) they are easy to write and do not take a lot time to put together.
Answer : (A)
(A) make it as easy as possible for a buyer to make a positive purchase decision.
(B) spell out a customer's problems, the nature of the proposed solution, and the resulting benefits
to the customer.
(C) offer a succinct overview and background of a firm, but emphasize only the company's
capabilities.
(D) emphasize the benefits resulting from the solution and not the product or service being sold.
(E) present a sales agreement for a buyer to sign off on and complete.
Answer : (B)
19. During an organized sales dialogue (presentation), a salesperson's ability to propose and develop
a customized solution is heavily dependent upon:
(A) the salesperson's ability to listen and speak convincingly during needs discovery.
(B) the salesperson's spelling and grammar, and ability to speak convincingly.
(C) a buyer's ability to uniquely articulate his or her problems and needs.
(D) the salesperson's ability to uniquely address a buyer's problems and needs.
Answer : (D)
20. Which of the following is essential for a sales proposal to be considered effective?
(A) The proposal should give customers a financial justification for buying a product.
(B) The proposal should have a logical flow that a customer can easily follow.
(D) The points in the proposal should be boilerplate that use the same wording for all customers.
(E) The proposal should be able to appropriately assume what is important to a buyer, without
asking the buyer.
Answer : (B)
21. Which of the following states the importance of evaluating sales proposals before submitting
them to buyers?
(A) Well-written sales proposals guarantee that the buyer will buy the salesperson's product.
(B) Well-written sales proposals ensure that the customer agrees with the seller.
(C) Well-written sales proposals can appropriately assume what is important to the buyer, without
asking the buyer.
(D) Well-written sales proposals can be used instead of a sales dialogue and save the salesperson a
lot of time.
(E) Well-written sales proposals describe all of the seller's fees, prices, and expenses the buyer will
incur.
Answer : (E)
22. Andy is a salesperson. His customers are geographically distributed and speak different
languages. They have different needs and different ways of interacting with him, such as through
phone calls, e-mails, and on social media. Andy would benefit the most from utilizing:
Answer : (D)
23. Nessa is a salesperson who has customers that speak different languages and come from
different cultures. She finds it difficult to get her customers to trust her because of their ethnic and
cultural differences. The best way for Nessa to facilitate trust-building with her customers is:
(B) by sending them a written proposal that demonstrates high standards for excellence in format.
(C) by using canned presentations to interact with all her customers.
(D) by presenting a timetable to her customers that details a schedule of key implementation events.
(E) by making use of a flexible sales dialogue template to guide the sales dialogue.
Answer : (E)
24. In the context of building trust through the use of sales dialogue templates, a salesperson can
build trust through his or her _____.
(A) behavior
(D) simplicity
(E) agreement
Answer : (A)
25. In a sales dialogue template, the _____ section lists all key people involved in the buying process,
and provides their names, job titles, departments, and roles in the purchase decision.
Answer : (C)
(A) Good customer value propositions tell a customer what he or she wants to hear.
(B) Good customer value propositions make promises and guarantees to ensure that a customer
places an order.
(C) Good customer value propositions use vague statements that make it easier for a salesperson to
make the sale.
(D) Good customer value propositions are as specific as possible on tangible outcomes.
(E) Good customer value propositions only reflect on the product or service dimensions that a
customer will pay for.
Answer : (D)
Answer : (B)
28. Which of the following is the best example of a product feature that would appeal to a buyer's
rational buying motive?
Answer : (A)
29. Natalie's customers are small business owners who are just starting out and are usually
interested in products that help their companies save money. According to the purchase decision
process, these prospects are driven primarily by:
Answer : (B)
30. Harry is a salesperson for Luxa, a car company. During sales dialogues with potential customers,
Harry usually talks about Luxa being a premium car company that is extremely popular among the
wealthiest people in the world. Harry does this to:
Answer : (A)
31. Which of the following is the best example of a product feature that would appeal to a buyer's
emotional buying motive?
(B) "TrendColor shirts are the lowest priced shirts in the market."
Answer : (A)
32. Which of the following is the difference between emotional and rational buying motives?
(A) The rational buying motives of a prospect are easy to discover, while emotional buying movies
are not.
(B) Rational buying motives remain the same for all customers, but emotional buying motives change
from customer to customer.
(C) Customers prioritize their emotional buying motives over their rational buying motives.
(D) Every customer may have an emotional buying motive to buy a product, but they may or may not
have a rational buying motive.
(E) Prospects are more likely to share their emotional buying motives with the salesperson and less
likely to share their rational buying motives.
Answer : (A)
33. In context of the purchase decision process, prospects are most interested in:
(B) the features and benefits that the salesperson reinforces with oral claims.
(D) the features and benefits the salesperson has talked about.
Answer : (A)
34. Because buyers make _____ in their decision processes, salespeople should be prepared for it.
Answer : (A)
35. In the context of planning sales dialogues and presentations, which of the following statements
is true?
(A) It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues
and presentations.
(B) It is essential to understand the competitive situation while planning sales dialogues and
presentations.
(C) It is essential to plan sales dialogues and presentations before questioning a buyer using the
ADAPT questioning system.
(D) It is essential to plan the sales dialogue and presentation in a manner that takes up most of the
buyer's time.
(E) It is essential to plan the sales dialogue and presentation in a manner that ensures the
salesperson gets to speak most of the time.
Answer : (B)
36. Jim is a newly appointed salesperson for SpickandSpan vacuum cleaners. It is his first day on the
job, and he is meeting his first prospective buyer. Which of the following would be the best way for
Jim to start the sales dialogue?
(C) Jim should talk about the features and benefits of his product.
(D) Jim should talk about the strengths and weaknesses of SpickandSpan's competitors.
(E) Jim should demonstrate his product and help the prospect understand how the product meets his
or her needs.
Answer : (B)
37. Drew is a salesperson who is almost always successful during the initial sales dialogue.
Prospects usually respond to all of the questions that Drew asks, but he is rarely successful at
closing the sale and getting a commitment from them. Drew's failure is most likely due to:
Answer : (C)
38. A(n) _____ is needed to ensure that a buyer-seller relationship moves in a positive direction.
Answer : (A)
39. A good example of a statement that would improve a salesperson's chances of getting an
appointment is:
(E) "Our product will increase your profit margins by 12 percent in a year."
Answer : (E)
40. Once a salesperson has an appointment with a prospect and all the objectives have been
established, the salesperson should:
(A) record specific information on the prospect, such as the company name and key decision makers.
(B) introduce him or herself and familiarize the prospect with the salesperson's company.
(E) appeal to the prospect's primary buying motive by presenting the product's benefits.
Answer : (D)
SHORTANSWER
41. A(n) _________ refers to business conversations between buyers and sellers that occur as
salespeople attempt to initiate, develop, and enhance customer relationships.Answer : sales
dialogue
42. _________ are sales presentations that include scripted sales calls, memorized presentations, and
automated presentations._________ are sales presentations that include scripted sales calls,
memorized presentations, and automated presentations.Answer : Canned sales presentations
43. _________ are referred to as complete self-contained sales presentations on paper, often
accompanied by other verbal sales presentations before or after the proposal is delivered.Answer :
Written sales proposals
44. The last section of a written sales proposal is _________.Answer : implementation and timetable
45. A(n) _________ is a sales presentation that allows a salesperson to implement appropriate sales
strategies and tactics based on customer research or information gathered during previous sales
calls.Answer : organized sales presentation
46. _________ allow flexibility to adapt to buyer feedback.Answer : Organized sales presentations
47. A sales dialogue template always starts with _________.Answer : prospect information
48. The last section of the sales dialogue template is building value through _________.The last
section of the sales dialogue template is building value through _________.Answer : follow-up action
49. A(n) _________ is the added value or favorable outcome derived from features of a product or
service a seller offers.Answer : benefit
50. Most initial sales calls on new prospects require a(n) _________.Answer : appointment