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| 1 | |
Failure to be on time, secure a buyer's interest, or build rapport suggests the salesperson lacks ________________ skills. |
| | A) | visualization |
| | B) | impression management |
| | C) | FAB |
| | D) | implicit questioning |
| | E) | need-payoff |
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| 2 | |
Stanley knows how and what he does in one context can influence a customer's perceptions about other things he does. This tendency for perceptions to extend from one situation to another is known as the: |
| | A) | lingering luster effect. |
| | B) | afterglow reaction. |
| | C) | halo effect. |
| | D) | admirable aftermath. |
| | E) | carryover corollary. |
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| 3 | |
Jonathan is working on a method designed to get the prospect's attention and interest quickly and to make a smooth transition into his presentation. He is working on his: |
| | A) | overture. |
| | B) | FAB design. |
| | C) | demonstration. |
| | D) | opening. |
| | E) | portfolio alignment. |
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| 4 | |
Which one of following statements about the referral opening is TRUE? |
| | A) | Salespeople should have the referring person's permission before using his or her name. |
| | B) | Stretching the truth about third party support will almost always cause problems. |
| | C) | The contact will only get you in the door. You have to earn the prospect's business. |
| | D) | The referral opening is most effective with amiables and expressives. |
| | E) | All of the above are true. |
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| 5 | |
As the Dun-Rite Equipment Company salesperson walks into the office of a prospective client, she says, "No other machine but the Dun-Rite spiral ham slicer can slice 80 hams per hours." What opening is the salesperson using? |
| | A) | compliment |
| | B) | curiosity |
| | C) | benefit |
| | D) | product |
| | E) | referral |
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| 6 | |
When Brenda walked into the architect's office, she said, "I love the Boys and Girls Club building you designed." Brenda was using the _____ opening to selling CAD software for her company. |
| | A) | compliment |
| | B) | curiosity |
| | C) | product |
| | D) | introduction |
| | E) | referral |
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| 7 | |
"Ms. Garner, if I could show you a way to increase sales in your restaurant by 25 percent per year, would you be interested?" said Karen. In this example, Karen is using the _____ opening. |
| | A) | rapport |
| | B) | question |
| | C) | product |
| | D) | introduction |
| | E) | referral |
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| 8 | |
In selling, rapport is: |
| | A) | small talk designed to make the presentation interesting. |
| | B) | cooperation between the field and staff salespeople. |
| | C) | agreement arrived at through a trial close. |
| | D) | a close, harmonious relationship founded on mutual trust. |
| | E) | conflict resolution. |
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| 9 | |
________________is an activity most closely related to small talk. |
| | A) | Planning |
| | B) | Closing |
| | C) | Time management |
| | D) | Routing |
| | E) | Office scanning |
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| 10 | |
Henri walks into the customer's office and trips over a carpet. The best thing he can do is to: |
| | A) | ask what fool put a carpet down without a mat to keep it from slipping. |
| | B) | ask the prospect if you can schedule a new appointment and start over on another day. |
| | C) | continue in the presentation as if he intended to do whatever it was you did by mistake. |
| | D) | maintain a proper perspective and a sense of humor. |
| | E) | do none of the above. |
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| 11 | |
"If you were designing a delivery company to handle your product deliveries from scratch, what would you include?" Vincent asked his prospect. Vincent is using a(n) _____ question. |
| | A) | closing |
| | B) | double-barreled |
| | C) | unverified |
| | D) | implication |
| | E) | open |
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| 12 | |
Rod asked the car dealership manager, "How many test drives do your salespeople give each month?" This question is an example of a(n) _____ question. |
| | A) | situation |
| | B) | problem |
| | C) | implication |
| | D) | necessary |
| | E) | indication |
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| 13 | |
The SPIN technique involves __________, _________, _________, and _________ questions. |
| | A) | singular, practice, inspirational, and new |
| | B) | small talk, professional, introductory, and normal |
| | C) | situational, problem, implication, and need payoff |
| | D) | significant, precise, invitational, and negotiation |
| | E) | selective, product, issue-involved, and now |
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| 14 | |
A salesperson asked, "What impact does increased security costs have on your ability to make a reasonable profit?" The salesperson is asking a(n) _____ question as he works his way through the SPIN technique. |
| | A) | implication |
| | B) | problem |
| | C) | situation |
| | D) | benefit |
| | E) | need payoff |
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| 15 | |
A salesperson who asks a need payoff question might say: |
| | A) | "Do you find your current polisher does an adequate job?" |
| | B) | "If I can show you how to use less energy per cubic foot in your freezer bins, would you be interested?" |
| | C) | "Are you happy with your current service contract?" |
| | D) | "What kind of scanner program are you currently using?" |
| | E) | "What happens when a storm disrupts your electrical power?" |
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| 16 | |
In contrast to _____ questions, which are problem centered, _____ questions are solution centered. |
| | A) | negotiation; closing |
| | B) | situation; implication |
| | C) | implication; need payoff |
| | D) | open; closed |
| | E) | situation; implication |
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| 17 | |
A question asked by a salesperson to take the pulse of the situation during a presentation is called a(n): |
| | A) | interview question. |
| | B) | trial close. |
| | C) | need payoff question. |
| | D) | optional question. |
| | E) | blood pressure question. |
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| 18 | |
To develop a close and harmonious relationship, a salesperson must be perceived as having ____________; that is, he or she must be believable and reliable. |
| | A) | a halo effect |
| | B) | selectivity |
| | C) | confidence |
| | D) | credibility |
| | E) | serenity |
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