ch11Student: ___________________________________________________________________________

1. Todd Pollock states in the opening profile, one of the difficulties of inside sales is your performance is not quantifiable.   True    False

 2. The process of obtaining commitment always occurs at the end of any sales call.   

True    False 3. In "Did I miss the Close?" Steve Schlesinger describes the sales negotiation process as wanting this

relationship to feel good for both sides.   True    False

 4. Even if you have done your job well and have a product that the buyer truly needs, you deserve the

sale.   True    False

 5. The most common type of discount is the quantity discount.   

True    False 6. 2/10, n30 means two-tenths off if paid within 30 days.   

True    False 7. The difference between FOB destination and FOB installed is FOB destination includes installation.   

True    False 8. If Monrovia Nursery Company quotes an FOB origin price to a plant nursery it means the buyer will pay

all shipping costs.   True    False

 9. If your company knows the market and the value of your product, you should never have to apologize for

the price you quote.   True    False

 10. Many of the little decisions that move a customer through the creeping commitment process are buying

signals.   True    False

 11. In most sales presentations, there is one psychological moment that affords the best opportunity to make a

sale. If it is missed, gaining prospect commitment will be difficult, if not impossible.   True    False

 12. Because most salespeople ask closing questions, the final close is a natural part of the ongoing

dialogue.   True    False

 13. Assertive salespeople control the sales interaction but often do not gain commitment because they

prejudge the customer's needs and fail to probe for information.   True    False

 14. A trial order will not necessarily lead to a larger commitment.   

True    False 15. Because of the higher level of involvement Anson gains as an assertive salesperson, he can assume his

buyers will remember all the major points discussed in the presentation.   True    False

 

16. To use the Ben Franklin close correctly, Maggie must be certain she is listing the tangible features (rather than the less tangible benefits) on the T she has drawn.   True    False

 17. The balance sheet method of closing can often insult a buyer's intelligence.   

True    False 18. A probing method of closing utilizes suggestion selling to analyze hesitation on the part of the buyer.   

True    False 19. Effective methods of gaining commitment will work even if the buyer does not trust the salesperson, the

selling company, and the product.   True    False

 20. After the salesperson obtains commitment, his or her job is over and other departments in the company

take care of the rest of the sale.   True    False

 21. When closing a sale, there should be no surprises for the buyer.   

True    False 22. The decision to buy or not to buy should not focus on a signature.   

True    False 23. If Lewis appears overly eager or excited when he senses his prospects are about to commit, they may

interpret his actions as nonverbal cues indicating he is dishonest.   True    False

 24. A salesperson must uncover the reasons he or she was unable to obtain commitment.   

True    False 25. Part of being honest as a salesperson is being willing to show the disappointment you feel if a prospect

does not commit to do business with you.   True    False

 26. Most sales take only one call to complete.   

True    False 27. In the opening profile Todd Pollock describes successful inside salespeople as having all of the following

qualities EXCEPT:   A. dissonance.B. hard work.C.  creativity.D. organization.E. humility.

 28. Closing is defined as:   

A.  a close harmonious relationship founded on mutual trust.B. 

a specific statement by a seller outlining what the seller will provide and what is expected from the buyer.

C.  a written proposal summarizing key points of a previous meeting.D.  asking a question to take the pulse of the situation.E. asking for the buyer's business.

 

29. Which of the following statements about closing techniques is true?   A. When a major sale is at stake, closing techniques increase the salesperson's odds of success.B. Salespeople specifically trained in closing techniques close more sales.C. 

The most important activity of the salesperson is to answer objections to clear the way to use a closing technique.

D. Closing techniques are especially handy in door-to-door sales of low-priced products.E. The best closing methods rely on some type of trickery.

 30. Which of the following is an example of a salesperson who has obtained commitment?   

A. Anselmo has decided to call some of Markus's references next week.B. Obadiah scheduled a co-op advertising program for Margaret at the Vincent Street Drug Store.C. Hugh agreed to let Yvette return next week to analyze his company's computer network.D. Mary Ruth gets an order from Hammond's Nursery for two dozen sugar maple trees.E. All of the above are examples of salespeople who have obtained commitment.

 31. Why is it important for salespeople to become skilled in obtaining prospect commitment?   

A.  It helps in need discovery.B.  It helps in handling objections.C.  It is intrinsically and extrinsically rewarding.D.  It increases their need to take part in sales training.E. Skill in obtaining prospect commitment is important for all of the above reasons.

 32. David has done his job well, presenting the product, showing how it meets the needs of his customer, and

handling all questions and objections. David:   A. needs to pressure the customer into making the commitment.B.  should relax and let nature take its course.C. deserves the sale.D.  ask the buyer to do him a favor and buy his product.E.  should do or expect all of the above.

 33. If Perkinston's Pet Store, a retailer of tropical fish and supplies, buys one 200-gallon fish tank from La

Mer Aquarium Products, it will be billed $329. If it buys more than six during the upcoming year, it will get a 20 percent discount on each aquarium. This savings is referred to as a:   A.  cumulative quantity discount.B. promotional allowance.C.  trade discount.D.  functional discount.E. cash discount.

 34. The owner of Scott's Hardware will receive a discount of 15 percent if she orders 12 or more Mandarin

bird feeders from Arundale Products. If fewer than 12 bird feeders are ordered, she will not receive the _____ discount.   A.  functionalB.  tradeC. quantityD. promotionalE. cash

 35. The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden

whimsy, for $225. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 19. How much will she have to pay if she pays the invoice by April 10?   A. $195B. $220.50C. $225D. $229.50E. $247.50

 

36. The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $200. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on March 1. How much will she have to pay if she pays the invoice by March 11?   A. $196B. $200C. $190D. $100E. $150

 37. Kendra is the new owner of a catering company. She got an invoice for a new walk-in refrigerator in the

mail which contained the phrase "2/10, n/30." How would you explain this to her?   A. 

It means she can earn a ten percent discount if she pays within two days of receiving the bill; otherwise it is due at the end of the month.

B. 

It means she can earn a twenty percent discount if she pays within ten days of receiving the bill; otherwise it is due at the end of the month.

C. 

It means she can earn a two percent discount if she pays within ten days of the invoice date; otherwise the full amount is due in thirty days.

D. 

It means she can earn a thirty percent discount if she pays within two days of receiving the bill, or a ten percent discount if she pays by the end of the month.

E. 

It means she can earn a ten percent discount if she pays within two days of receiving the bill; she will pay a ten percent penalty if it is not paid within thirty days.

 38. The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural

Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10, EOM." If the store owner pays the bill in full on November 2, what amount will she have to pay?   A. $147.00B. $189.00C. $191.00D. $200.00E. $183.00

 39. The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural

Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10, EOM." If the store owner pays the bill in full on November 12, what amount will she have to pay?   A. $147.00B. $189.00C. $203.70D. $200.00E. $216.30

 40. The terms and conditions of sale include shipping costs. The seller quotes an FOB price. The letters FOB

stand for:   A.  feedback on businessB.  frequency of businessC.  function of buyerD.  freight of buyerE.  free on board

 41. If Lab Safety Supply quotes an FOB destination price to a factory buying five hazardous waste disposal

units, it means that:   A. Lab Safety Supply will pay all freight charges.B.  the buyer will pay all freight charges.C. 

the buyer will assume complete responsibility for the units once they leave the Lab Safety Supply loading dock.

D. Lab Safety Supply and the buyer will split all shipping charges.E.  the buyer will pay for any units found defective and returned for a refund.

 

42. If Monrovia Nursery Company quotes an FOB origin price to a plant retailer, it means that the:   A.  retailer will be reimbursed for all plants that died in transit.B. Monrovia will pay all shipping costs.C.  the retailer will pay all shipping costs.D. Monrovia and the retailer will split the shipping costs.E. Monrovia will take complete responsibility for the product until it is placed in the retailer's hands.

 43. Betty has agreed to purchase a new CT-scan device for her hospital under the terms FOB origin. Betty is

expecting:   A.  the device will be loaded, shipped, and installed.B.  the device will be loaded onto transportation but after that it is her responsibility.C. FOB means freight, origin, buyer.D. Free on board with shipping and installation paid by the seller.E. FOB means friends of Bill and the government will pay for installation.

 44. Conor's company has studied competitor's offerings, the value delivered by his company's products, and

the cost of providing the product to customers. Therefore, Conor should:   A. never apologize for the price he quotes.B.  carefully present price so as to not disturb his prospects.C.  consider switching to another company.D.  aggressively discount list prices to ensure customer satisfaction.E. adjust prices to avoid overcharging customers.

 45. Arnette's nonverbal behavior suggests she is about ready to accept the offer to do business with Monrovia

Nursery Company. These nonverbal cues can also be called:   A.  closing flagsB. buying signalsC.  closing linksD.  commitment gatekeepersE. purchase influencers

 46. When the prospect leans forward, catches the salesperson's eye, and says, "This is a great product you're

selling. I don't know why someone didn't come up with this product years ago," the salesperson is correct in perceiving these actions as:   A.  closing flagsB. buying signalsC.  closing linksD.  commitment gatekeepersE. purchase influencers

 47. To take the pulse of the prospect during a sales situation, Chris should use:   

A. buying signalsB.  closing cuesC.  trial closesD. objectionsE. all of the above

 48. Buyer's comments are often the best indications that he or she is considering commitment. Which of the

following is the best example of buyer offering their own benefit statement?   A. 

"Our computer specialist must confirm that this new inventory system will work with our accounts receivable program."

B.  "Oh good, that cherry color matches the decor in our waiting room."C.  "We need a guarantee that your company will be able to make weekly deliveries."D. 

"We cannot order from your company unless you guarantee that we will receive a cash discount for orders larger than 20 gross."

E. None of the above is an example of a benefit statement. 

49. Buyer's comments are often the best indications that he or she is considering commitment. Which of the following is the best example of buyer offering their own requirement statement?   A. 

"Our computer specialist must confirm that this new inventory system will work with our accounts receivable program."

B.  "Oh good, that cherry color matches the décor in our waiting room."C.  "I like the way your company responds to service requests."D.  "What do we do next?"E.  "Do you have training facilities for our staff?"

 50. Buyer's comments are often the best indications that he or she is considering commitment. When the

prospect says, "This is a great product you're selling. I don't know why someone didn't come up with this idea years ago," the salesperson should categorize this buyer statement as a _____ statement.   A.  closingB.  creepingC. benefitD.  direct-requestE.  synergistic

 51. Which of the following statements is the best example of a trial close for a salesperson selling refrigerated

display units to supermarkets?   A. How does a savings of $30 per month on your refrigeration electricity bill sound?B. Are you interested in how the oversized coil works to keep food cold and eliminate defrosting?C. How does the ease of mobility of this unit compare with other refrigeration units you have seen?D. 

Do you think you'd be interested in buying the optional illumination signage that comes with our units?

E. 

All of the above are examples of trial closes that could be used by a salesperson selling refrigerator display units to obtain buyer commitment.

 52. Questions like "What else can I tell you about our product?" or "How does this offer sound to you so

far?" are examples of:   A.  trial closes.B.  customer needs statements.C. benefit statements.D. noncommittal signals.E. buyer questions.

 53. Jessica has been asking questions throughout her sales presentation and received positive signals from her

prospect. When she gets to the final close, Jessica should:   A. push harder to get the commitment.B.  expect the final close to be a natural part of the ongoing dialogue.C. offer to re-state the benefits so that the prospect can take the issue into consideration.D.  anticipate further objections and answer them in advance.E. do or expect none of the above.

 54. Which of the following would be a nonverbal signal that your buyer was about ready to make a

commitment?   A.  arms folded tightly across chestB.  a forced smileC.  eyes open and relaxedD.  face and mouth covered by handsE. actually, all of the above are positive nonverbal signals

 55. To achieve success in obtaining commitment, salespeople should:   

A. maintain a positive attitude.B.  let the customer set the pace.C. be assertive instead of aggressive.D.  sell the right product in the right amounts.E. do all of the above

 

56. Which of the following statements about obtaining commitment is FALSE?   A. Any skill is performed best with a positive attitude.B. 

Customers dislike salespeople who display confidence in themselves, their products, and the company they represent.

C. Attempts to gain commitment must be geared to the varying reactions of each buyer.D. 

All prospects expect enough information from the salesperson to enable then to evaluate the good or service properly.

E. 

Aggressive salespeople control the sales interaction but often fail to gain commitment because they prejudge the customer's needs.

 57. _____ salespeople control the sales interaction but often do not gain commitment because they prejudge

the customer's needs and fail to probe for information.   A. AggressiveB. AssertiveC. AmbitiousD. ConfidentE. Compelling

 58. "I don't understand why you're afraid to commit to this new ad program," said Barry, sales representative

from WKSC. "Our radio station is offering you a chance to be heard around the clock and all over town. If you sign today, we can have your ads on the air starting the day after tomorrow. No one else offers the service you need like that. So, will it be the TAP schedule or the breakfast club package?" The text would classify Barry as what type of salesperson?   A.  aggressiveB.  assertiveC.  ambitiousD.  confidantE. compelling

 59. Candace enjoys going to see prospects. They always have a nice visit. Since she assumes the prospect

will buy when he or she is ready, there is really no need for her to be pushy; so they talk about whatever the customer wants. Candace is a(n) _____ salesperson.   A. optimisticB.  submissiveC.  assertiveD.  apatheticE. aggressive

 60. _____ salespeople are self-confident and positive; they maintain the proper perspective by being

responsive to customer needs.   A. OptimisticB. ApatheticC. SubmissiveD. AssertiveE. Aggressive

 61. Rather than aggressively creating new needs in customers through persuasion, _____ salespeople

prospect for customers who truly need their products.   A. optimisticB.  apatheticC.  submissiveD.  assertiveE. ambitious

 

62. Which of the following statements about a trial order is true?   A. Salespeople who get a trial order have a real commitment from their buyer.B. 

Trial orders should not be permitted when selling traditional clothing in fashionable colors to department store buyers.

C. 

Trial orders are unsuitable for a product that must be used to be appreciated like equipment for cleaning up oil spills.

D. Often a buyer will agree to a trial order just to get rid of a salesperson.E. 

With a trial order, the buyer is committed to investing all the time needed to get the full benefit of the product or service purchased.

 63. The most straightforward effective method of obtaining commitment is the:   

A. benefit summary method.B. direct request method.C. balance sheet method.D.  assumptive close.E. probing method.

 64. "Would you like me to send an order to your distribution center today?" said the salesperson using the

_____ closing method.   A. benefit summaryB. direct requestC. balance sheetD.  assumptiveE. alternative choice

 65. When the telemarketer who was trying to get Chloe to change long-distance service asked Chloe, "Are

you ready to switch now?", he was using the _____ closing method.   A. benefit summaryB. direct requestC. balance sheetD.  assumptiveE. alternative choice

 66. As Rick attempted to obtain commitment from his prospect, he said, "You stated in our previous visits

you were looking for a product that would be low cost, yet also provide long life. As I've shown, our product has the lowest price in its class. And, according to industry reports, our product lasts 20 percent longer than our major competitors. Can I place an order for you today?" This is an example of the:   A. balance sheet method.B. direct request method.C.  assumptive close.D. benefit summary method.E. benefit in reserve close.

 67. The benefit summary method for obtaining commitment is best used in which of the following situations?

   A. getting a reorder on latex glovesB. purchase of a corporate jet that takes several meetings to hammer out all the detailsC.  a department store's order of Hamilton Beach blenders for a tropical saleD. purchase of lobster to be served at a wedding feastE. none of the above

 

68. As Rhonda discussed Sean's upcoming vacation plans with him, she said, "I know it is a big decision for you, and you want to be sure that if you choose to take the Great America Adventure Tour that it's the right thing to do. Why don't we list the pros and cons? Now, on the pro side, the trip will help you get away. It will also allow you to see a totally different area of the country. Now, what do you see as the bad points?" This is a partial example of which method of obtaining commitment?   A. balance sheetB. probingC.  assumptiveD.  emotional closeE. benefit-in-reserve

 69. With which type of personality is the balance sheet method of obtaining a commitment most likely to be

successful?   A.  amiableB. driverC.  expressiveD. motivatorE. analytical

 70. The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect--

even though the salesperson may not be able to resolve all of them.   A.  alternative choiceB. benefit summaryC. direct requestD. minor pointE. probing

 71. Harold rents mailing lists. With the _____ method of obtaining commitment, Harold might ask a

customer concerned about the cost of mailing lists, "What If I could guarantee that this list had no duplicate addresses, would you be interested in renting it?"   A.  alternative choiceB. benefit summaryC. direct requestD. minor pointE. probing

 72. Which of the following statements about the probing method of obtaining commitment is FALSE?   

A. The salesperson should begin by asking directly for a commitment.B. The rep asks a series of questions designed to discover the reason for hesitation.C. The method is especially effective with Japanese and Arabic businesspeople.D. This method attempts to bring all pertinent issues into the open.E. After successfully dealing with the prospect's concerns, the sales rep should seek commitment.

 73. Which of the following statements about the probing method of obtaining commitment is true?   

A. The salesperson should never begin by asking directly for a commitmentB. The rep asks a series of questions designed to discover the reason for hesitationC. The method is especially effective with Japanese and Arab businesspeopleD. This method attempts to bring all tangible issues into the openE. 

After successfully dealing with the prospect's concerns, the sales rep should remain quiet and let the prospect think over what has just been said

 

74. Haley sells office furniture. In closing the sale to Jackson Realty Company, she asked the company's office manager, "Shall I order you five chrome and glass desks or five of the mahogany desks?" Which closing method was Haley apparently using?   A.  the alternative choice method of closingB.  the assumptive closeC.  the direct request method of closingD.  the benefit summary closeE.  the balance sheet method of closing

 75. Once the buyer has said, "Yes," the salesperson needs to:   

A.  surprise the buyer with unexpected product features.B.  show excitement when the buyer signs the sales contract.C.  encourage feelings of postpurchase dissonance.D.  follow-up to make sure the buyer is pleased with his or her purchaseE. do all of the above

 76. After important decisions, buyers may feel a little insecure about whether the choice was a wise one. This

insecurity is called:   A. postpurchase dissonance.B.  regret at leisure.C. prisoner's dilemma.D. buyer's apology.E.  the inequity of choices.

 77. Julie had trouble sleeping last night. After two weeks of looking and comparing alternatives, she finally

bought an iMac computer. Then she lay awake most of last night worrying about whether she should have purchased a different brand. The term for what Julie is experiencing is:   A. postpurchase jitters.B.  compromise complication.C. buyer's remorse.D.  commitment insecurity.E. completion avoidance.

 78. As Warren concluded his interview with Christina he said, "Congratulations, I know you're going to be

glad you decided to use our service. There is no finer service available in New York City. Now, let's make sure we get off to a great start! I will be here next Thursday to begin delivering your system..." The immediate purpose of this dialogue was to:   A. have Christina agree to a larger order before he leaves.B. get the names of several other prospects from Christina.C.  reduce postpurchase dissonance.D.  avoid an awkward silence while Warren gathered his things so he could leave.E. enhance his ability to manipulate Christina in the future.

 79. Once the buyer has said, "Yes," the salesperson needs to:   

A. 

discuss with the buyer any important information that he or she will need to enjoy the full benefits of the product.

B.  thank the buyer for his or her business.C.  reassure the buyer that his or her choice was judicious.D.  avoid any show of excess excitement or enthusiasm.E. do all of the above

 

80. As they walked in from looking at the new Ford Rangers on the lot, Ed, the salesperson, asked Kristy, "Which color do you want, the red or the white?" "White," she relied. "Great, I'll write it up!" responded Ed. Ed is apparently using the _____ closing method.   A.  assumptiveB. minor pointC. probingD.  indirect requestE.  standing-room-only

 81. Which of the traditional closing methods is based on getting the buyer perceiving himself or herself as

an "agreeable" person?   A. direct requestB. minor point closeC.  emotional closeD.  continuous yes closeE. assumptive close

 82. As they spoke, the sales rep from the medical supply company just pulled out his order pad and began

writing up an initial order for Rashmi's nursing home facility. This sales rep appears to be using the _____ traditional closing method.   A. direct requestB. minor pointC. direct actionD.  standing-room-onlyE. assumptive

 83. The real estate agent told the prospective home buyers, "You seem to really like that last house we looked

at, so I better let you know that one of the other agents in our office is scheduled to bring another couple out to take a second look at it this afternoon. I think you better go ahead and make an offer on it before it's too late." The real estate agent appears to be using which traditional closing method?   A.  emotionalB. minor pointC. direct actionD.  standing-room-onlyE. assumptive

 84. Which of the following is a reason why salespeople fail to obtain commitment?   

A.  fear of askingB. displaying unwarranted excitementC. poor presentationD.  the habit of talking too muchE. all of the above

 85. Which of the following is a major reason why salespeople fail to obtain commitment?   

A.  fear of askingB.  fear of exhibiting too much excitementC. using too much two-way communicationD.  listening and not doingE. all of the above

 86. Robby finds himself in the awkward position of not having the product Verna's office needs to solve its

current problem. As a truly professional salesperson, Robby uses a consultative selling philosophy and will probably:   A.  recommend a competitor's product if he knows of one that will solve this particular problem.B.  show Verna that what she thinks is a problem isn't really all that bad.C.  apologize and leave without making a fuss.D. discontinue calling on Verna.E. do none of the above

 

87. What should the salesperson NOT do if he or she fails to obtain commitment from a prospect?   A. Show honest disappointment.B. Make plans to keep in contact with the prospect.C. 

Leave something behind with his or her company's name, logo, phone number and/or Web site imprinted on it.

D. Thank the prospect for his or her time.E. Ask the prospect for permission to send him or her product literature mailings.

 88. Give three reasons why salespeople need to become proficient in obtaining commitment.   

 

 

 

 89. What does FOB mean? What are the differences among FOB origin, FOB destination, and FOB installed?

   

 

 

 

 90. Why should a salesperson never apologize for a price he or she quotes a prospect?   

 

 

 

 91. In "Needed: Knowledge to Close the Deal" Matt Moore and Keith De La Rue describe the "golden

triangle" of knowledge salespeople need. Describe the golden triangle.   

 

 

 

 92. What is a wiki and how can a company use a wiki to assist salespeople?   

 

 

 

 

93. Is there a right time to obtain commitment? How do customers let salespeople know they are ready to buy?   

 

 

 

 94. How can a salesperson obtain commitment without being manipulative?   

 

 

 

 95. Describe two situations in which the benefit summary method of obtaining commitment is most effective.

Why?   

 

 

 

 96. The customer has agreed to buy a multi-million dollar oil well drilling platform from Tara's company. As

the salesperson what three important points does she need to remember as she gets her buyer to sign on the dotted line and formalize his commitment to buy?   

 

 

 

 97. Is a salesperson's job done when they get customer commitment? What should the salesperson do next?

   

 

 

 

 98. Alex has just returned from an unsuccessful sales presentation. Everything went well but he was unable to

obtain a commitment from the prospect. What should Alex do?   

 

 

 

 

99. After completing the sale, Elaine likes to visit with the buyer and talk about family and mutual friends. Elaine feels this is a good way to build a long-term relationship with her customers. What do you think about Elaine's idea?   

 

 

 

 100.If you have done your job well and the buyer truly needs your product, what attitude should a salesperson

take regarding obtaining commitment?   

 

 

 

 101.What is typically the last element of any deal to be presented and discussed?   

 

 

 

 102.What are the two types of quantity discounts offered by businesses?   

 

 

 

 103.Death on Demand bookstore received an invoice dated May 2 from a publisher that read, "2/10, n30" and

told the owner she owed a total of $600. How much should she pay if she pays the bill on May 3?   

 

 

 

 104.Death on Demand bookstore received an invoice dated May 2 from a publisher that read, "2/10, n30" and

told the owner she owed a total of $600. How much should she pay if she pays the bill on June 1?   

 

 

 

 

105.Just as the salesperson was ready to ask for a commitment to buy from the purchasing agent, the agent asked, "I will be getting a ten percent discount for an order this large, won't I?" What is the term used for this sort of a condition?   

 

 

 

 106.How should a salesperson interpret a question such as, "How soon would you be able to deliver the

machine?"   

 

 

 

 107.What is the term used for a remark such as, "We can make quick use of your software to improve our

inventory management?"   

 

 

 

 108.What is the salesperson doing when he asks the prospect, "How does my company's system for

monitoring refrigeration leaks sound to you?"   

 

 

 

 109.What characterizes assertive salespeople?   

 

 

 

 110.Wesley has just obtained a small order from a buyer who will see if his product will work. What has

Wesley obtained?   

 

 

 

 

111.What is the most straightforward and effective method for obtaining commitment from a prospect?   

 

 

 

 112.Benjamin is attempting to close a sale. He restates all the advantages of his product. What approach is he

taking?   

 

 

 

 113.Donna is attempting to close a sale. She takes out a piece of paper and outlines the benefits of adopting

her product versus the benefits of staying with the product the prospect is currently using. What approach is Donna taking?   

 

 

 

 114.What method is used to learn why a prospect is hesitant to make a commitment?   

 

 

 

 115.The salesperson asked the prospect, "Do you want the 14-inch high plain-toed boot or the 14-inch high

steel-toed boot? Which method for obtaining commitment was the salesperson using?   

 

 

 

 116.After Sebastian had purchased the HEP-A vacuum for $819, he worried that he might have gotten a

vacuum cleaner just as good for less money if he had continued searching. What is the name for what is causing Sebastian to feel anxious?   

 

 

 

 

ch11 Key  1. (p. 291) FALSE 2. (p. 292) FALSE 3. (p. 293) TRUE 4. (p. 294) TRUE 5. (p. 295) TRUE 6. (p. 295) FALSE 7. (p. 296) FALSE 8. (p. 296) TRUE 9. (p. 296) TRUE 10. (p. 298) TRUE 11. (p. 300) FALSE 12. (p. 300) TRUE 13. (p. 302) FALSE 14. (p. 302) TRUE 15. (p. 302) FALSE 16. (p. 304) FALSE 17. (p. 304) TRUE 18. (p. 305) FALSE 19. (p. 307) FALSE 20. (p. 308) FALSE 21. (p. 308) TRUE 22. (p. 308) TRUE 23. (p. 308) TRUE 24. (p. 310) TRUE 25. (p. 311) FALSE 26. (p. 312) FALSE 27. (p. 291) A 28. (p. 292) E 29. (p. 292) D 30. (p. 292) E 31. (p. 294) C 32. (p. 294) C 33. (p. 295) A 34. (p. 295) C 35. (p. 295) C 36. (p. 295) A 

37. (p. 295) C 38. (p. 296) C 39. (p. 296) D 40. (p. 297) E 41. (p. 297) A 42. (p. 297) C 43. (p. 297) B 44. (p. 297) A 45. (p. 298) B 46. (p. 298) B 47. (p. 300) C 48. (p. 300) B 49. (p. 300) A 50. (p. 299) C 51. (p. 300) E 52. (p. 300) A 53. (p. 300) B 54. (p. 300) C 55. (p. 300-301) E 56. (p. 301) B 57. (p. 301) A 58. (p. 301) A 59. (p. 301) B 60. (p. 301) D 61. (p. 301) D 62. (p. 302) D 63. (p. 303) B 64. (p. 303) B 65. (p. 303) B 66. (p. 303) D 67. (p. 303) B 68. (p. 304) A 69. (p. 304) E 70. (p. 305) E 71. (p. 305) E 72. (p. 305) C 73. (p. 305) B 74. (p. 306) A 

75. (p. 307) D 76. (p. 307) A 77. (p. 307) C 78. (p. 307) C 79. (p. 307-308) E 80. (p. 307) B 81. (p. 307) D 82. (p. 307) E 83. (p. 307) D 84. (p. 309-310) E 85. (p. 309) A 86. (p. 311) A 87. (p. 311) A 88. (p. 294) The text gives four reasons. (1) If salespeople fail to obtain commitment, it will take longer (more sales calls) to make a sale, if at all. Taking more time with one sale means fewer sales because you lose time for prospecting and other important activities. (2) Assuming the product truly satisfies the prospect's needs, the sooner the prospect buys, the sooner he or she can realize the benefits of the product or service. (3) The company's future success depends on goodwill and earning a profit. (4) Securing commitment results in financial rewards for the salesperson. In addition, meeting needs is also intrinsically rewarding for the seller. 89. (p. 295) FOB means free on board. FOB origin means loaded on the truck or other transportation but after that the buyer is responsible for shipping. FOB destination means the seller pays for shipping. FOB installed means the seller pays for shipping and installation and the buyer does not take ownership until the product is installed and operating. 90. (p. 296) Most firms set prices after careful study of the competitors' offerings, the value delivered by the product or service, and the cost of providing the product's or service's value. Therefore, a salesperson should present a price with confidence and never with an apology. 91. (p. 296) (1) knowledge of sales skills and processes, (2) knowledge of the customer, and (3) knowledge of the offering. 92. (p. 296) A wiki is a web site where participants can upload information. A company-wide wiki allows employees to post and share ideas and information. 93. (p. 297) The right time to obtain commitment is when the buyer appears to be ready. Salespeople can discern this through buying signals, buyer comments and nonverbal cues. Buyer comments such as questions, requirements, benefit statements, and responses to trial closes all provide buying signals. Nonverbal cues most often include facial expressions. 94. (p. 301-302) Several principles can be followed in order obtain commitment without being manipulative. These principles include maintaining a positive attitude, letting the customer set the pace, being assertive but not aggressive, and selling the right item in the right amounts. 95. (p. 303) The benefit summary method reminds the prospect of the agreed-on benefits of the proposal. The benefit summary method is particularly important in (1) long presentations and (2) in selling situations involving several meetings prior to obtaining commitment. The salesperson cannot assume the buyer will remember all the major points discussed in the presentation. 96. (p. 306-307) The salesperson needs to remember the following: (1) Make the actual signing an easy, routine procedure. (2) Fill out the order form accurately and promptly. (3) Be careful not to exhibit any excess eagerness or excitement when the prospect is about to sign. 97. (p. 307) No. First, make sure there are no surprises. Confirm the customer's choice. If a contract is used, get the signature. Show appreciation and follow up after the customer has the product. Review the actions each party has committed to do. 98. (p. 309-310) Alex should review his presentation and look to see if he displayed the wrong attitude, made any mistakes in the presentation, talked too much, did not maintain a proper perspective, did not have the right product and had to recommend a competitor's product, or made a social error. 99. (p. 309-310) Few buyers are interested in a prolonged visit after they commit. Obviously the departure cannot be abrupt; the interview should be completely smooth, but without any unnecessary chit-chat. Elaine should remember goodwill is never built by wasting the buyer's time after business is concluded. 100. (p. 294) you deserve the sale 101. (p. 295) price 102. (p. 296) cumulative and single-order or noncumulative 103. (p. 295) $588 (600) - (.02 x 600) 

104. (p. 295) $(600) 105. (p. 296) a requirement for sale 106. (p. 298) as a buying signal 107. (p. 303) a benefit statement 108. (p. 300) The salesperson is using a trial close. 109. (p. 301) they are self-confident and positive 110. (p. 302) a trial order 111. (p. 303) the direct request method 112. (p. 303) the benefits summary approach 113. (p. 304) the balance sheet or Ben Franklin method 114. (p. 304) the probing method 115. (p. 306) alternative choice method 116. (p. 307) buyer's remorse or postpurchase dissonance 

ch11 Summary  Category # of Question

s

Castleberry - Chapter 11 116

Difficulty: Easy 34

Difficulty: Hard 8

Difficulty: Medium 74