Ch9 Exam Questions Begin Your Presentation Strategically

ABC's of Relationship Selling, 13e (Futrell)

Chapter 9 Begin Your Presentation Strategically

1) According to the Core Principles of Professional Selling, salespeople should begin their sales presentation knowing the key customer benefits that will be discussed.

2) Sales approach refers to the time from when salespeople first see the buyer to when they finish discussing the product.

3) One of the ways a salesperson earns a prospect's attention is by exhibiting specific product knowledge.

4) Creative imagery is a method used by salespeople to build rapport with prospects.

5) According to the text, a salesperson should apologize to the prospect for taking his time.

6) A prospect's initial impression about a salesperson is primarily based on the salesperson's appearance and attitude.

7) First impressions are often related to a research term, thin-slice judgments. This means that our decisions or judgments about someone or something occur after a detailed cognitive processing.

8) Some research suggests that we are not consciously aware of the vast majority of our decisions (90 percent or more).

9) If you are not aware of the corporate culture, wear business clothes that are suitable and fairly conservative. Rarely will a prospect perceive you negatively if you are overdressed.

10) Because customers are automatically and quickly judging the salesperson, the first seconds and minutes of a sales interaction matter.

11) Using questions and statements in a sales approach is possible with any of the four presentation methods mentioned in the text.

12) The need-satisfaction and problem-solution sales presentation methods should always use the questioning approach technique.

13) Technology can be a wonderful way to creatively and professionally begin a sales presentation and enhance a demonstration.

14) The first part of most sales calls is spent with small talk about the weather or sports for the purpose of building rapport.

15) The demonstration approach is appropriate for salespeople who use the memorized sales presentation method.

16) In general, using statements or demonstrations in the approach is more effective than asking a prospect questions.

17) A sales engineer opens his presentation by saying "Hi, Mr. Johnson. I am Grover Forbes from Pearson Chemicals." He is using the showmanship approach.

18) In the referral approach, a salesperson mentions the name of a mutual acquaintance.

19) The premium approach involves giving a prospect significant discounts when bulk purchases are made.

20) A salesperson using the product approach would hand a product to the prospect and ask, "What do you think about the new design?"

21) The showmanship approach involves the use of demonstrations in opening presentations.

22) Questions are a commonly used opener by salespeople because questions facilitate a discussion with the prospect.

23) In the customer benefit approach, the salesperson offers a gift or sample to the prospect.

24) A customer benefit approach statement is useful when a salesperson already understands the prospect's critical needs.

25) The opinion approach is recommended for new salespeople.

26) The shock approach uses a surprising demonstration.

27) The SPIN approach uses a series of four types of questions.

28) The first question to ask a prospect when using the SPIN approach is referred to as the strategic question.

29) By using the SPIN approach, salespeople hope to receive the prospect's approval for analyzing a problem.

30) A salesperson is using the SPIN approach. The prospect states a specific need after the salesperson asks the problem question. The salesperson should move directly into the presentation.

31) The need-payoff question of the SPIN approach must always be asked last.

32) A salesperson using the SPIN approach should regularly mention the product.

33) Probes help salespeople develop two-way communication with prospects.

34) When asking a question, the salesperson should know or anticipate the answer for the question.

35) Direct questions are usually answered in a few sentences, and they provide salespeople with useful details about prospects.

36) A direct negative-no question is highly effective for creating interest with prospects.

37) When using a nondirective question as an approach method, the salesperson should begin by asking the prospect a closed-ended question.

38) A salesperson asks a prospect, "Who would be the primary user for the camera?" The salesperson is using a direct question.

39) After asking a prospect a question, a salesperson should remain silent and wait for an answer.

40) A salesperson who overcomes a prospect's indifference early in a sales call has a greater chance of making a sale.

41) During the approach, a salesperson following Core Principles should:

A) implement creative imagery.

B) use the showmanship approach.

C) eliminate distractions for the prospect.

D) focus on the needs of the prospect.

E) ask the prospect direct questions.

42) For salespeople, ________ refers to the time from when the salesperson first sees the buyer to when they begin to discuss the product.

A) the approach

B) the preapproach

C) data mining

D) qualifying

E) leading

43) A prospect will most likely listen to the salesperson if the salesperson:

A) works for a reputable company.

B) exhibits marketing and sales experience.

C) requests many appointments with the prospect.

D) shows that a product will benefit the prospect.

E) displays a well-groomed and pleasant appearance.

44) According to the text, as a salesperson, you earn the right to a prospect's time and serious attention by:

A) dressing conservatively for sales calls and presentations.

B) expressing a sincere desire to solve the buyer's problem.

C) ignoring sales presentation interruptions.

D) being on time for your appointments.

E) maintaining eye contact with the prospect.

45) A relaxation and concentration technique called ________ helps many salespeople to cope with stress.

A) stress-relief exercising

B) creative imagery

C) anxiety transference

D) success imaging

E) positive emoting

46) Creative imagery is a(n):

A) sales presentation method.

B) tool for improving approaches.

C) method for handling stress.

D) type of marketing tool.

E) prospecting technique.

47) Which of the following is an example of a question that a salesperson might and as part of using creative imagery?

A) "Would this prospect be interested in saving money?"

B) "Does the prospect have the money to buy from me?"

C) "Does the prospect have the desire to buy the product?"

D) "What are the chances that the prospect will ask a question I can't answer?"

E) "How much of a discount needs to be given for me to make this sale today?"

48) Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer?

A) Refrain from smoking in the prospect's office

B) Learn how to pronounce the prospect's name

C) Keep an erect posture, but if possible, sit down

D) Wear fairly conservative clothing

E) Apologize for taking the prospect's time

49) Within psychology, first impressions are often related to a research term, thin-slice judgments. This means that,

A) our judgments about buying decisions never occur automatically.

B) customers do not judge the salesperson quickly.

C) we are consciously aware of our decisions (90 percent or more).

D) we are actually processing information quite slowly.

E) our decisions or judgments about someone or something occur automatically.

50) Which of the following is NOT a recommended rapport topic for first meetings with prospects?

A) Ask about their interests (hobbies, sports, activities, etc.)

B) Ask about work history

C) Ask for perceptions about a business topic or trend

D) Ask about the activities over a period of time (vacation, previous weekend, etc.)

E) Ask about the buyer's progress on his or her objectives or responsibilities

51) Which of the following is the most suitable rapport topic for ongoing meetings with prospects?

A) Ask about their interests (hobbies, sports, activities, etc.)

B) Ask about work history

C) Ask for perceptions about a business topic or trend

D) Ask about the progress on a project that the buyer previously shared with you.

E) Ask about the activities over a period of time (vacation, previous weekend, etc.)

52) What should a salesperson do if the prospect's name is unusual and difficult to spell?

A) Ask the prospect for the correct spelling

B) Reduce the usage of the name in the conversation

C) Pronounce the name in the way it is comfortable

D) Spell the name phonetically

E) Use the most common spelling

53) Which of the following is an approach technique that involves asking questions?

A) Complimentary

B) Premium

C) Showmanship

D) Product

E) Curiosity

54) Approach techniques can be grouped into three general categories. These three categories are:

A) Participative, standard and benefit

B) Compliment, referral and participative

C) Probe, parry and thrust

D) Statement, demonstration and question

E) Question, compliment and benefit

55) Which of the following statements about approach techniques and presentation methods is true?

A) The benefit technique is used only with the formula sales method.

B) The showmanship technique does not always include a demonstration.

C) The approach technique should be chosen before the sales presentation method.

D) The statement approach technique is effective with any sales presentation method.

E) The need-satisfaction sales presentation method should always use the questions approach technique.

56) What is an objective of both the statement and demonstration approach techniques?

A) Capturing the prospect's attention

B) Identifying the main competition

C) Determining the prospect's personality type

D) Closing the sale as quickly as possible

E) Discussing product features and benefits

57) Which statement related to the use of technology during demonstration is NOT true?

A) Technology use may make it difficult to capture the prospect's attention

B) If technology can be incorporated into a demonstration approach, it can be a powerful attention-grabber

C) Technology can be a wonderful way to creatively and professionally begin a sales presentation

D) Use of technology can enhance a demonstration

E) Sounds, visuals, and touch cause the prospect's mind to instantly focus on the salesperson's words and actions.

58) Which of the following approaches is NOT commonly used with need-satisfaction sales presentations?

A) Curiosity

B) Shock

C) Showmanship

D) Customer Benefit

E) Opinion

59) All of the following are statement approach techniques EXCEPT:

A) showmanship

B) premium

C) introductory

D) referral

E) complimentary

60) Which of the following is an example of a demonstration technique?

A) Curiosity approach

B) Shock approach

C) Premium approach

D) Product approach

E) Complimentary approach

61) The ________ approach is considered weak because it fails to grab the attention of a prospect.

A) referral

B) premium

C) introductory

D) complimentary

E) product

62) Which of the following is an example of the introductory approach?

A) "Mr. Lawrence, you certainly sell a lot of perennials to landscaping companies."

B) "Good afternoon, your company needs a secure local area network."

C) "Hello, Mr. Ariana at Country Stay Inn told me that you might be interested in my company's new line of mildew-proof shower curtains."

D) "Here, Ms. Li, try one of my company's throat lozenges."

E) "Hello, my name is Lisa G. Smith, and I represent Wilson Computers."

63) A salesperson enters a wholesale floral center and says, "Ms. Wong, in my job, I visit a lot of nurseries and I believe you grow the most beautiful flowers I have ever seen." This is an example of the ________ approach.

A) introductory

B) complimentary

C) referral

D) demonstration

E) product

64) The ________ approach involves mentioning the name of a person known to both the buyer and seller.

A) curiosity

B) question

C) referral

D) demonstration

E) introductory

65) Ashana Vogel, a book salesperson, approaches a prospect with the following words, "Hello, Dr. Stein—your colleague Josh Stockard suggested I contact you concerning our new accounting workbooks." What type of approach is Ashana using?

A) Introductory

B) Referral

C) Premium

D) Complimentary

E) Product

66) A salesperson walks into a patisserie and says to the proprietor," Ms Kylie, your pastries are delicious. I have never tasted any better in my whole career." This is an example of a(n):

A) opinion approach.

B) introductory approach.

C) multi-question approach.

D) complimentary approach.

E) customer benefit approach.

67) Dixie Chopper is advertised as the world's fastest lawn mower. When the Dixie Chopper salesperson approached Keith Oxley, owner of Oxley Landscaping, he said, "Bill Mason told me that you're an impatient man and that I ought to show you my product." What type of approach statement was the Dixie Chopper salesperson using?

A) Introductory

B) Referral

C) Premium

D) Complimentary

E) Product

68) Jack Dane, an insurance salesperson, approaches a prospect with the words, "Hello Mr. Dean, your brother suggested I contact you concerning our new life policies." What type of approach statement is Jack Dane using?

A) Referral approach

B) Introductory approach

C) Multi-question approach

D) Complimentary approach

E) Customer benefit approach

69) Ashana Vogel, a book salesperson, approaches a prospect with the following words, "Hello, Dr. Stein—your colleague Josh Stockard suggested I contact you concerning our new accounting workbooks." Which of the following would reduce the effectiveness of this approach?

A) Dr. Stein lacks respect for Josh Stockard.

B) Dr. Stein dislikes the AIDA approach.

C) Vogel employs a SPIN approach.

D) Vogel is unable to develop a FAB presentation.

E) Dr. Stein is already acquainted with Vogel.

70) In the ________ approach, the salesperson gives a prospect a free sample or gift.

A) complimentary

B) premium

C) souvenir

D) customer benefit

E) gift

71) Gillian likes to introduce the fat-free chocolate her company has just begun to manufacture by giving retail store managers a small sample bar to take home and try. Gillian is using the ________ approach.

A) demonstration

B) product

C) showmanship

D) customer benefit

E) premium

72) Sheryl Madison is a salesperson working for Vanilla Dream, a patisserie. During a sales call, she walks into a restaurant manager's office, places a couple of specialty mini cakes at his table and says nothing as she waits for the manager to taste the cakes and comment on her product. Which of the following approaches has Sheryl used?

A) Premium approach

B) Introductory approach

C) Product approach

D) Complimentary approach

E) Customer benefit approach

73) Ed Curtiss is a sales representative with a small electronics firm. Ed's employer has made significant design changes to its top-selling scientific calculator. Ed has a meeting with the superintendent of a large, urban school district and hopes to make a large sale of the calculators, which would be suitable for high school math students. The ________ approach would most likely be effective for Ed.

A) customer benefit

B) showmanship

C) product

D) referral

E) introductory

74) Sid Tucker is a salesperson working for Shades, a cosmetic company. He offers a small basket filled with complimentary products from Shades' new line of winter makeup to the manager of a large department store. Identify the type of approach used by Tucker.

A) Premium approach

B) Introductory approach

C) Product approach

D) Complimentary approach

E) Customer benefit approach

75) When the salesperson for Cloud Nine walked into the office of the department store buyer, she laid a sample of the company's newest line of hand-blown glass candleholders in front of the buyer and said nothing as she waited for the buyer to comment on the candleholder. The Cloud Nine salesperson has used the ________ approach.

A) showmanship

B) silent benefit

C) shock

D) product

E) curiosity

76) The product approach works best with:

A) brand name items.

B) generic products.

C) straight rebuy situations.

D) high-tech business products.

E) products that are new and unique.

77) To illustrate the benefits of the Dixie Chopper brand lawn mowers to professional landscapers, the salesperson asks prospects to participate in a mowing race. Even if the competing mower has a wider cutting area, the Dixie Chopper always wins because it is the only lawn mower that can travel fifteen miles per hour. What approach does the Dixie Chopper salesperson use?

A) Referral

B) Premium

C) Complimentary

D) Showmanship

E) Product

78) To illustrate how fire-retardant his company's children clothing was, the salesperson took a pair of toddler-sized pajamas, placed them in the department store buyer's trashcan and set them on fire. Unfortunately, the buyer's plastic trashcan was not fire-resistant. The resulting fire damaged the buyer's carpeting and desk. This explains:

A) why the curiosity approach should not be used except on rare occasions.

B) how the showmanship approach can be inappropriate or fail.

C) why question approaches are used with such frequency.

D) why pre-approaches are important to sales success.

E) why customer benefit approaches are complex.

79) Which of the following objectives is unique to the questions approach technique?

A) It helps to create a selling environment

B) It helps capture the attention of the prospect

C) It is used to stimulate the prospect's interest

D) It can be used to uncover the prospect's needs

E) It provides a transition into the sales presentation

80) Which of the following statement is most likely true about the question approach?

A) The usage of questions in the presentation reduces prospect participation.

B) The questioning approach is ineffective with the problem-solution presentation.

C) Some question should be phrased as direct negative-no types to solicit brief responses.

D) Using questions as openers is an effective but infrequently used approach method.

E) Spontaneous questions are more effective than pre planned questions.

81) Which of the following statements about the customer benefit approach is true?

A) The salesperson should never ask a question that implies the product's benefit to the prospect.

B) The salesperson should formulate questions carefully and anticipate the prospect's response.

C) The salesperson should consider using a question instead of a benefit approach if the prospect's needs are known.

D) The salesperson should not use the customer's response as a reference point later in the presentation.

E) The customer benefit approach is such a weak opening that it usually must be used in conjunction with another approach.

82) "Do you know that you could save almost $100 if you purchase your airplane tickets through Global Vision Travel Agency?" asked the travel agent to the young couple planning their honeymoon trip to Europe. What kind of an approach was the travel agent using?

A) Product

B) Customer benefit

C) Premium

D) Demonstration

E) Complimentary

83) The equipment salesperson asked the professional landscaper, "Did you know the RedMax brand backpack blower can save you time and money as it is the most powerful blower on the market and because it features an extra-large fuel tank?" What kind of an approach was the salesperson using?

A) Product

B) Customer benefit

C) Premium

D) Demonstration

E) Complimentary

84) The customer benefit approach is most useful when the salesperson:

A) knows the prospect's critical needs.

B) calls on a new, unfamiliar prospect.

C) develops a lengthy sales presentation.

D) sells a complex, technical product.

E) sells newly redesigned products.

85) Frank is a salesperson of Richard Laundry Equipment. He wants to give a presentation to a five star hotel for setting up an in-house laundry system. The hotel manager sent Frank the hotel's requirements and space constraints for a laundry system. Frank prepared a layout which suited the hotel's requirements. Frank has to select an approach for his allotted ten minute presentation. What advice can you give to Frank?

A) Use the curiosity approach to generate interest.

B) Open with a demonstration to convince the prospect.

C) Use customer benefit statements due to the time allotment.

D) Use the product approach to make the prospect aware of discounts.

E) Open with the premium approach as the prospect is a five star hotel.

86) "Do you know why you should be using synthetic motor oil in your new Corvette?" the service manager asked Duane when he brought his new car to the Chevy dealership for a routine servicing. Which type of approach is the service manager using?

A) Product

B) Opinion

C) Curiosity

D) SPIN

E) Customer benefit

87) A salesperson asks a bookstore owner, "Do you know why students who use our test preparation books increase their SAT scores?" What approach is being used?

A) Product

B) Opinion

C) Curiosity

D) SPIN

E) Customer benefit

88) Jackson is making a sales call on Oceanic Enterprises tomorrow. This afternoon, he sent a box of chocolates to the firm's purchasing manager with a note that said, "Tomorrow is your lucky day." What kind of approach was Jackson using?

A) Curiosity

B) Product

C) Opinion

D) SPIN

E) Customer benefit

89) Diane sells organic garden products and is calling on the manager of a botanical garden. Upon arriving at the manager's office, Diane says, "Do you know why I can't compliment the roses that I saw lining the driveway as I drove up?" What kind of approach is Diane using?

A) SPIN

B) Curiosity

C) Product

D) Complimentary

E) Demonstration

90) Mariah begins her sales presentation by saying, "I'm new at selling safety equipment, so I am wondering if you can tell me the most commonly purchased items." Mariah is using the ________ approach.

A) curiosity

B) low-profile

C) FAB

D) customer knowledge

E) opinion

91) A salesperson asks the prospect," What do you think about our new line of products?" Which approach is being used?

A) Product

B) Opinion

C) Curiosity

D) SPIN

E) Customer benefit

92) Which approach is designed to make the prospect think seriously about a subject related to the salesperson's product and usually includes a surprising remark or statistic?

A) Opinion approach

B) Shock approach

C) Multi-question approach

D) Curiosity approach

E) Customer benefit approach

93) When introduced to the prospect, Jason said, "I'll have to admit that I am new to selling landscape equipment, but I do want to learn as much as I can. What do you think is the most important tool for a professional landscaper to own?" Jason was using the ________ approach.

A) curiosity

B) low-profile

C) FAB

D) customer knowledge

E) opinion

94) Dane Geoffrey sells pollution masks. He asks a prospect," Did you know that five out of ten people die of lung cancer each year?" Identify the approach used by Dane.

A) Product

B) Opinion

C) Curiosity

D) Shock

E) Customer benefit

95) Which approach technique is best suited for inexperienced salespeople?

A) Product

B) Demonstration

C) Direct question

D) SPIN

E) Opinion

96) All of the following are benefits of the opinion approach EXCEPT:

A) revealing unexplored product opportunities.

B) helping new salespeople to engage prospects.

C) using technology to show product applications.

D) encouraging prospects to discuss their needs.

E) showing appreciation for a prospect's expertise.

97) A salesperson for a security company walks into a prospect's office and says, "According to a recent FBI study, 10 percent of your employees have stolen something tangible from your company." The salesperson is most likely using the ________ approach.

A) curiosity

B) testimonial

C) shock

D) proof statement

E) scare-tactic

98) Another name for the SPIN approach is the ________ approach.

A) interrogatory

B) multiple-question

C) FAB

D) need-satisfaction

E) stimulus-response

99) The first category of questions in the SPIN approach is called the ________ question.

A) small-talk

B) situation

C) speculation

D) sustaining

E) strategic

100) Which of the following is an example of a "situation" question that might be used in the SPIN approach?

A) "Does your computer seem really slow when compared to the one your neighbor owns?"

B) "Are you happy with how your present oven prepares your food?"

C) "How many children under the age of ten live in your apartment building?"

D) "Have your secretaries ever complained about the speed of your copy machine?"

E) "What was your first reaction when your son was diagnosed with asthma?"

101) The second category of question in the SPIN approach is called the ________ question.

A) preamble

B) promotion

C) personal-touch

D) problem

E) product

102) Which of the following is an example of a "problem" question that might be used in the SPIN approach?

A) "How many different brands of cereal does your convenience store sell?"

B) "Has your business outgrown your current facility?"

C) "Do you eat out with your family often?"

D) "Do you like to go to NASCAR races?"

E) "How many accountants do you employ?"

103) Which of the following statements about problem questions in the multiple-question approach is true?

A) The questions seek to identify general problems.

B) The goal is for the prospect to admit having a problem.

C) The problem questions are asked first in the sequence.

D) It is unnecessary to separate unimportant problems from important problems.

E) The salesperson moves directly to the presentation after identifying a specific problem.

104) The third category of question in the SPIN approach is called the ________ question.

A) issue

B) implication

C) indirect

D) intuition

E) indication

105) An automobile dealer asks a couple visiting the car lot, "Since the birth of the triplets, don't you find it difficult to wedge three car seats and all the baby paraphernalia into your old Toyota?" What type of question is he using?

A) Problem

B) Implication

C) Need

D) Strategic

E) Product

106) A kitchen equipment salesperson asks a chef "With the increased need for hygiene, what are the problems you face in operating a commercial kitchen? "What kind of SPIN question is the salesperson asking the prospect?

A) Situation

B) Problem

C) Implication

D) Need payoff

E) Personal touch

107) The fourth category of question in the SPIN approach is called the ________ question.

A) need-payoff

B) non-specific

C) necessary

D) negotiation

E) networking

108) The way a salesperson phrases the need-payoff question when using the SPIN approach is similar to phrasing in the ________ approach.

A) customer benefit

B) opinion

C) direct

D) curiosity

E) FAB

109) A prospect responds positively to the need-payoff question in the SPIN approach. What should the salesperson do next?

A) Request a purchase

B) Ask direct questions

C) Provide statistical data

D) Move into a sales presentation

E) Ask additional "problem" questions

110) If a prospect responds negatively to a need-payoff question in the SPIN approach, the salesperson should:

A) ask direct questions.

B) go directly into the presentation.

C) use a trial close to gather feedback.

D) begin demonstration of the product.

E) start over with problem, implication, and need-payoff questions.

111) Bonnie Gui, an appliance salesperson, is using the SPIN approach. She was sure her prospect was ready to buy, but instead the prospect responded negatively to the need-payoff question. What should Bonnie do now?

A) Ask for a new appointment on another day

B) Ask a problem question

C) Use a trial close

D) Begin her demonstration

E) Terminate the presentation and leave

112) A salesperson should use probes to:

A) obtain information from the prospect.

B) control the motivation of the prospect.

C) maintain one-way communication.

D) limit prospect participation.

E) create a buyer-seller chain of command.

113) The salesperson who asks the prospect, "Are you dissatisfied with how frequently you have to charge your rechargeable batteries?" is:

A) beginning the implementation of the FAB approach.

B) at the implication stage of the SPIN approach.

C) at the need-payoff stage of the SPIN approach.

D) remembering the KISS.

E) using probes.

114) Which of the following is NOT one of the categories of questions discussed by the text?

A) Participative

B) Direct

C) Redirect

D) Nondirective

E) Rephrasing

115) When using questions in the selling process, a salesperson should most likely:

A) use primarily direct questions.

B) be assertive, forceful, and positive.

C) be able to anticipate the answers.

D) concentrate on a product's advantages.

E) accept that most prospects expect discounts.

116) Another name for the direct question is the ________ question.

A) candid

B) mandatory

C) closed-ended

D) stimulus-response

E) problem-solution

117) Brett asked the bookstore owner, "Are you interested in spending less time doing paperwork?" This is most likely an example of a ________ question.

A) redirect

B) direct

C) nondirective

D) rephrasing

E) direct negative-no

118) A retail salesperson asks the customer, "May I help you find a particular style?" This is an example of a ________ question.

A) redirect

B) direct

C) nondirective

D) rephrasing

E) direct negative-no

119) Which of the following is an example of a direct question?

A) "Would you like to try a free sample today?"

B) "How will you use this forged steel trowel?"

C) "Why do you need an additional hard drive?"

D) "What features do you need in a file system?"

E) "Where will you use this security light?"

120) This type of question is used when the prospect's meaning is not clearly stated.

A) Shock

B) Redirect

C) Rephrasing

D) Curiosity

E) Opinion

121) Another name for a nondirective question is a(n) ________ question.

A) participative

B) open-ended

C) reciprocal

D) stimulus-response

E) problem-solution

122) "How often do you buy flowers for your wife?" is an example of a ________ question.

A) direct

B) redirect

C) rephrasing

D) participative

E) nondirective

123) "How are you planning on using this table saw?" is an example of a ________ question.

A) direct

B) redirect

C) rephrasing

D) participative

E) nondirective

124) Which of the following is the best example of a nondirective question?

A) "Do you prefer the napkins to be 100 percent cotton or a cotton-polyester blend?"

B) "Did I understand you to say that your family has never taken a vacation?"

C) "Would you agree that the Lexus is one of the best cars on the road today?"

D) "What features are you interested in adding to your swimming pool?"

E) "Will you want your new refrigerator delivered Monday or Tuesday?"

125) Which of the following statements is true about a nondirective question?

A) Most nondirective questions are closed ended.

B) A nondirective question usually begins with do or are.

C) Nondirective questions are used to find points of agreement.

D) A nondirective question clarifies a prospect's previous statement.

E) One word questions can sometimes be used as nondirective questions.

126) "You're saying that automobile quality and service are less important to you than price?" is an example of what category of question?

A) Direct

B) Rephrasing

C) Redirect

D) Nondirective

E) Product-specific

127) Which of the following is an example of a rephrasing question?

A) "How many times a year do you mow your yard?"

B) "What features are you looking at in a new lawn mower?"

C) "At what height do you try to keep your grass?"

D) "Are you telling me that you don't have any trees in your front yard?"

E) "Who is in charge of the maintenance of your lawn mower?"

128) The primary purpose of asking a rephrasing question is to:

A) probe for the prospect's objections.

B) identify the prospect's concern.

C) encourage free discussion.

D) clarify the prospect's meaning.

E) emphasize an area of agreement.

129) If you walk into your prospect's office and she says, "I'm sorry, but there's no use in our talking. I am satisfied with my current suppliers. Thanks for coming by." You should use a ________ question to move the conversation from the negative ground to a more positive condition.

A) direct

B) nondirective

C) rephrasing

D) directional

E) redirect

130) When Morris asked the prospect for her order, she responded, "I've listened to your presentation and I am still not convinced your brand of paint is superior to the one we currently use. Thanks, but no thanks." Morris should use a ________ question to point the prospect back to the areas of the sales presentation when the prospect agreed with his statements.

A) direct

B) nondirective

C) rephrasing

D) directional

E) redirect

131) Which of the following guidelines is one of the basic rules given in the text for using questions?

A) Show the prospect the product after asking a product question.

B) Ask a non-directive question after receiving a negative response.

C) Remain silent, even for a few minutes, to get an answer from the prospect.

D) If the prospect pauses in his answer, answer for him.

E) Agree with everything the prospect says.

132) Which of the following would most likely benefit a salesperson?

A) Empathize with the prospect and ask personal questions.

B) Use only questions for which you can anticipate the answer.

C) Use more open ended questions and less close ended questions.

D) Ask a redirecting question when your prospect waits to respond.

E) Do not repeat or summarize what the prospect has just said.

133) In the sales process, what is the approach? What occurs during the approach? What is the significance of this step in the sales process?

134) Describe the creative imagery technique.

135) You have decided to open your sales presentation with either a demonstration or a statement. List the three basic objectives you should hope to accomplish with either of these techniques.

136) What are the three general categories of approach techniques? What is the relationship between the approach technique and the sales presentation method?

137) What are the two parts of a typical approach in a sales call?

138) Why are first impressions important in sales?

139) What approach do salespeople most commonly use? What is the disadvantage to this approach method? Give an example of such an approach.

140) How can a salesperson improve the effectiveness of an introductory approach?

141) In what type of sales situations should a salesperson use benefit statements?

142) Why would a salesperson use an opinion approach?

143) Describe the multiple-question approach (SPIN).

144) Why would a salesperson use probes in an approach?

145) A retail salesperson should always ask customers this question "May I help you." Comment on this statement.

146) What are the three rules for using questions in your sales approach?

147) Valerie is preparing to call a customer who has a reputation of being brutally honest. Valerie knows that she has a great product, but she is still worried about the reaction of the prospect. What relaxation technique would help Valerie reduce her stress?

148) Which type of approach technique would a salesperson use if he or she relied on a problem-solution sales presentation?

149) What is the most common and least powerful approach a salesperson uses?

150) What are the two demonstration techniques commonly used as approaches in sales presentations?

151) Pratt & Austin wholesale paper products are sold in gift shops, department stores, and some specialty stores. When one of the firm's salespersons entered the office of the buyer for Dillard's department store, he handed the buyer a pocket planner that featured nature pictures by artist Andrea Tachiera. What kind of approach was the Pratt & Austin salesperson using?

152) To sell her weather-resistance wicker furniture, Melanie would ask a prospect to accompany her outside and pour a five-gallon bucket of water on a chair. After a few minutes of rapport-building conversation, Melanie would sit in the chair, then stand up and casually remark, "You probably think I've gotten all wet?" Instead of being wet, Melanie and the chair would be dry because of the water-repellant used in manufacturing. What kind of approach did Melanie use?

153) Shannon sells floral products to craft stores and discount stores. When his company introduces a new floral preservative, Shannon walks into a prospect's office and announces, "Would you like to sell your customers a preservative that is good enough to preserve items rescued from the Titanic wreck?" What kind of approach is Shannon using?

154) What is another name for the multiple-question approach?

155) List the four basic categories of questions that are effectively used in the sales approach.

156) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

Austin would use creative imagery to:

A) develop dramatic visual aids.

B) encourage two-way communication.

C) cope with pre-call stress.

D) establish seller empathy.

E) create synergy with the prospect.

157) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

What type of approach will Austin be using if he enters the CEO's office and says, "Good morning. I'm Peter Austin from Clearwater Hampers."

A) Situational

B) Introductory

C) Self-effacing

D) Neutral

E) Curiosity

158) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

Austin enters the CEO's office and hands the CEO a small tray of cheeses, caviar, and other luxury food items to enjoy later. What type of an approach is Austin using?

A) Premium

B) Curiosity

C) Complementary

D) Referral

E) SPIN

159) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

"Hi, I'm Peter Austin from Clearwater Hampers. How would you like to give your clients a unique gift that will clearly demonstrate your gratitude for their business?" Austin's question suggests that he is using the ________ approach.

A) interrogatory

B) showmanship

C) premium

D) customer benefit

E) FAB

160) Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state.

To use questions effectively in his approach, Austin needs to:

A) create reciprocity.

B) steer clear of any preconceived answers.

C) anticipate the answers of the questions.

D) remove all distractions from the immediate environment.

E) agree to everything the prospect says.