PIA201c

d. observation

C.K is realtor in Lincoln. On Sunday afternoons, he often drives around Lincoln looking for homes for sale by owners. Monday morning he calls those homeowners who are trying to sell their homes and offers his services. C.K is using the \______ method of prospecting.
A. center of influence
B. endless chain
C. networking
D. observation
E. preapproach

c. propsecting

If you learn about the sales process in the same order that a salesperson goes through the process, the first thing you will study is:
A. the trial close
B. the close
C. prospecting
D. the preapproach
E. the approach

E. his or her customers

Within a salesperson's prospects pool, which group is the most important prospects for future sales?
A. leads
B. referrals
C. centers of influence
D. orphans
E. his or her customers

a. endless chain

Evan recently installed computers at Harding Industries. He recommended the office manager call his friend Nissa over at Computer Services to hire instructions to teach Harding's employees how to use the computers. This is an example of:
a. endless chain
b. networking
c. observation
d. preapproach
e. center of influence

e. leads, referrals, orphans, and your customers

The main sources for a prospect pool are:
a. industry directories, club rosters, and the Small Business Administration (SBA)
b. leads, referrals, and your competitor's customers
c. anyone who might use your product and anyone who has used your product or one like it in the past
d. telephone directories, Chambers of Commerce, and professional organizations
e. leads, referrals, orphans, and your customers

c. The sales process

\____ is defined as the series of sequential actions by a salesperson that leads toward the customer taking a desired action and ends with a follow-up to ensure purchase satisfaction
a. Networking
b. The prospecting process
c. The sales process
d. The sales presentation
e. The preapproach

d. any of the above steps in the sales process

It is an appropriate time to ask your customers for a referral during:
a. the preapproach
b. the sales presentation
c. service and follow-up
d. any of the above steps in the sales process
e. the product delivery stage

c. networking

For most salespeople prospecting never ends. They are always on the lookout for customers. Everyone they meet may be a prospect or that person may provide a name that could lead to a sale. The term given to making and using contacts is:
a. center of influence
b. observation
c. networking
d. endless chain
e. preapproach

c. orphaned

Salespeople often leave their employees to take other jobs. When they do, their customers are:
a. disenfranchised
b. disqualified
c. orphaned
d. cold prospects
e. tepid prospects

b. call reluctance

Jim sells medical equipment like examination tables and dental chairs. He has been advised that he should contact the comptroller at the Cedar Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex. Jim has not yet made the sales call because he hates to be pushy. Jim is experiencing:
a. referral breakdown
b. call reluctance
c. lead negation
d. sales hesitation
e. prospect aversion

d. parallel referral sale

Salespeople must sell the product, plus sell the prospect on providing referrals. This activity is referred to as the:
a. referral qualification
b. endless chain method
c. canvassing method
d. parallel referral sale
e. cyclical method of referral

e. increase sales

According to the text, the two reasons why a salesperson must constantly look for new prospects are to replace customers lost overtime and to:
a. gain additional sales presentation experience
b. fulfill his or her social responsibilities
c. prevent current customers from buying from someone else
d. fill-in otherwise unproductive parts of the day
e. increase sales

c. trial close

After the presentation, the next step in the selling process is:
a. handling objections
b. follow-up
c. trial close
d. meeting objections
e. the approach

e. cold canvas

Amas is trying to make some extra money for Christmas gifts. She has made several pieces of jewelry out of shells she has collected. She sells her jewelry by going door-to-door in the apartment complex where she lives. Amas is using the \_____ method of prospecting.
a. networking
b. center of influence
c. endless chain
d. concentration
e. cold canvas

e. prospecting

Mizrat is out of work, but he is very good at fixing things around the house. He has spent much of his time during the last week going door to door asking people who live in the area if they have any odd jobs for him, In terms of the selling process, Mizrat is engaged in:
a. trial closes
b. networking
c. the referral method
d. direct marketing
e. prospecting

e. no one method of prospecting is always the best one to use

Which of the following prospecting methods is the BEST prospecting method for a salesperson to use?
a. direct mail
b. observation
c. public demonstration or exhibitions
d. cold canvasing
e. no one method of prospecting is always the best one to use

b. all of the above

Which of the following occurs BEFORE the sales presentation?
a. qualifying
b. all of the above
c. obtaining an appointment
d. preapproach planning
e. prospecting

a. Qualify his prospects by determining if they have Money, Authority, and Desire to buy.

Monroe's sales manager has just told him that if he wants to quit wasting time making presentations to people who aren't qualified he's going to have to think "MAD." What was the sales manager trying to tell Monroe?
a. Qualify his prospects by determining if they have Money, Authority, and Desire to buy.
b. Set up a reward-punishment system for himself as a form of motivation.
c. Monroe can improve his presentations and make them more memorable if he Makes Another Demonstration on each sales call.
d. Monroe should Motivate his customer to pay Attention, and use his sales presentation to create Demand.
e. If he doesn't do a better job of selling, he's going to be fired.

c. way to locate leads

Salespeople should correctly use trade shows as a:
a. way to qualify prospects
b. well-earned vacation
c. way to locate leads
d. way to learn how to accept rejection
e. way to overcome call reluctance

e. all of the above

Carol Wang sells cosmetics. She asked you to recommend a source of prospects and suspects. Which of the following would be a possible place for Carol to locate prospects and suspects?
a. personal acquaintances
b. a city directory
c. the telephone directory
d. newspapers
e. all of the above

d. attention

As a salesperson, you should know the first of the five mental steps a prospect goes through in deciding to buy from you is:
a. aggravation
b. anticipation
c. action
d. attention
e. appeal

e. strategic customer relationship

A salesperson who is a(n) \______ is a formal relationship with a customer for the purpose of pursuing mutual goals
a. symbiotic relationship
b. joint decision-making alliance
c. transactional relationship
d. exchange-oriented dependency
e. strategic customer relationship

d. creative problem solver

Joaquin sells office supplies. He recently called on a customer who was trying to select a photo to go on its fall catalog. The customer wanted to look at the ten photos side by side and compare them, but his easel would only hold one at a time. Since the walls of the office are made on cinderblock, it was not possible to paste or track the photos on the wall. It was a problem that occurred every time a new catalog was issued. After looking at the problem, Joquain said, "Ill be right back." When Joquain returned, he had a roll of cork and a can of cork glue. He and the business owner turned one wall into a giant bulletin board. In the instance, Joquain acted as a(n):
a. low-involvement decision maker
b. tactical partner
c. transactional partner
d. creative problem solver
e. exchange creator

c. sales call objective, customer profile, customer benefit plan, and sales presentation

The four elements of a sales call planning (in correct order:)
a. customer profile, sales call objective, sales presentation, and sales benefit
b. customer preapproach, customer profile, customer sales call objective, and sales presentation
c. sales call objective, customer profile, customer benefit plan, and sales presentation
d. sales call objective, customer benefit plan, customer profile, and sales presentation
e. customer profile, sales call objective, customer benefit plan, and sales presentation

a. conviction

Allyson sells clothing designed for skiing to the retail buyer for a large ski resort. When the prospect says, "Ive seen enough, Allyson. There is no doubt in my mind that your company will provide our resort with the best quality ski clothes for the money," he has reached the mental step called:
a. conviction
b. action
c. purchase
d. interest
e. desire

a. the sales presentation

During which step in the selling process is the prospect most likely to move from interest in buying into desire to buy?
a. the sales presentation
b. the trial close
c. the preapproach
d. the close
e. the approach

b. customer benefit plan

Which of the following contains the nucleus of the information used in a sales presentation?
a. business proposition
b. customer benefit plan
c. customer profile
d. sales call objective(s)
e. company's marketing plan

d. all of the above

A customer profile should tell the salesperson:
a. what competitors successfully do business with the customer
b. the customer's purchasing policies
c. the background of the buyer's company
d. all of the above
e. who makes the company's buying decisions

b. specifically tailored to the customer

A good sales call objective should be:
a. open-ended and non-specific
b. specifically tailored to the customer
c. easily fulfilled
d. all of the above
e. unencumbered with the time restrictions

d. develop the sales presentation

A salesperson engaged in sales planning should:
a. develop nonspecific sales call objectives
b. join a sales lead club
c. design her after-the-sale service approach
d. develop the sales presentation
e. develop vendor analyses

c. be specific

In a SMART sales call objective, the "S" refers to the fact that the objective should:
a. be sales-oriented
b. support organizational objectives
c. be specific
d. put service first
e. balance supply with demand

c. interest

As a salesperson, you should know that the second of the five mental steps that a prospect goes through in deciding to buy from you is:
a. incubation
b. intent
c. interest
d. inference
e. insight

b. be measureable

What does the "M" in SMART stand for?
a. maximize the customer's order size
b. be measurable
c. move the prospect to buy
d. minimize the cost to the customer
e. manage time wisely

b. pursue mutual goals

A salesperson and a customer enter into a strategic customer relationship in order to:
a. broaden the channel of distribution
b. pursue mutual goals
c. eliminate routine buying decisions
d. maintain an adversarial relationship
e. create transactional exchanges

d. you have achieved the interest stage of Kendall's mental process

You are a salesperson for a supplier of a restaurant equipment and you are calling on Kendall Ewing, the owner of Ken's House of Pancakes. If Kendall decides to listen and enter into a discussion with you, you know:
a. Kendall has a boiling desire for your product
b. Kendall understands why he should buy from you
c. a sale is made
d. you have achieved the interest stage of Kendall's mental process
e. Kendall believes your restaurant equipment will fill his specific needs

a. action

The salesperson believes the prospect is in the \______ step of the mental steps in buying when he or she closes the sale.
a. action
b. postpurchase satisfaction
c. desire
d. interest
e. conviction

d. accomplish all of the above

Salespeople need to plan their sales calls in order to
a. increase sales
b. build self-confidence
c. develop an atmosphere of goodwill
d. accomplish all of the above
e. create professionalism

c. all of the above

A customer profile should tell the salesperson:
a. what competitors successfully do business with the customer
b. the customer's purchasing policies
c. all of the above
d. the background of the buyer's company
e. who makes the company's buying decisions

b. all of the above

During the planning stage for negotiation, the salesperson needs to determine:
a. if he or she can offer the customer free training
b. all of the above
c. the flexibility of his or her company's payment plan
d. if there is any optional equipment that can be given to the prospect free of charge to improve the salesperson's negotiating position
e. when items in the negotiation are inflexible

e. convince the prospect to allow the salesperson to conduct an analysis of the prospect's problem(s)

Typically, the first step of the problem- solution sales presentation is to:
a. prepare the presentation based on previously gathered customer knowledge
b. have the prospect and the salesperson agree on the nature of the problem(s)
c. analyze the prospect's problem(s) in order to find possible solution(s)
d. prepare a written problem-solution proposal for the prospect
e. convince the prospect to allow the salesperson to conduct an analysis of the prospect's problem(s)

a. preparation

The greatest asset a salesperson who wants to be a strong negotiator can have in entering a negotiation is:
a. preparation
b. good oral presentation skills
c. a strong personality
d. good product features
e. the ability to focus on the deal

b. educational selling

Which of the following sales situations is a salesperson NOT likely to face when making a sales presentation:
a. seminar selling
b. educational selling
c. conference selling
d. using a sales team to sell to a buyer group
e. using a sales team to sell to an individual buyer

e. try to create a win-win situation where both buyer and seller are happy

The key to selling and negotiating is to always:
a. identify gatekeepers
b. rank making the sale as the number one most important consequences of the sales presentation
c. ignore personality differences between buyer and seller because in the long-run they have no lasting effect on the relationship
d. provide all the information about a product, even if it is unfavorable
e. try to create a win-win situation where both buyer and seller are happy

a. need-satisfaction

The \______ sales presentation is most appropriate when information needs to be gathered from the prospect, as is often the case in selling industrial products
a. need-satisfaction
b. canned
c. persuasive
d. stimulus-response
e. formula

e. The memorized sales presentation presents features, advantages, and benefits that may not be important to the buyer

Which of the following is a disadvantage of the memorized sales presentation?
a. The memorized sales presentation is not effective when selling time is short.
b. The memorized sales presentation includes too much prospect participation.
c. Salespeople often are very disorganized when they use the memorized sales presentation approach.
d. The difficulty involved in preparing and using the memorized sales presentation often frightens inexperienced salespeople.
e. The memorized sales presentation presents features, advantages, and benefits that may not be important to the buyer

a. the most structured

When compared to other types of sales presentations, memorized selling is:
a. the most structured
b. the least communicated
c. most commonly used in technical sales
d. most relationship-oriented
e. most persuasive

c. formula

According to the text, the \______ method of sales presentation is semi-structured
a. problem-solution
b. memorized
c. formula
d. stimulus response
e. need-satisfaction

c. sales presentation

By definition, the\_____, involves a persuasive vocal and visual explanation of a business proposition.
a. trial close
b. benefit close
c. sales presentation
d. preapproach
e. display premise

d. do all of the above

In the beginning of a group sales organization, a salesperson should:
a. state his company competitive advantage
b. establish credibility with the prospect
c. provide every member of the group with an account list
d. do all of the above
e. introduce himself and the company

d. meeting

The next phase of negotiating, once planning has been completed, is:
a. proposing
b. creative imagery
c. vendor analysis
d. meeting
e. studying

d. The formula sales presentation is the best method to use when the prospect will allow very little time for the presentation

Which of these statements about the formula sales presentation is FALSE?
a. The formula sales presentation is based on the AIDA procedure of developing and giving the sales presentation.
b. Modified rebuy situations are a good time to use the formula sales presentation method
c. To successfully use the formula sales presentation method, the sales person must previously have correctly identified the prospect's needs and wants.
d. The formula sales presentation is the best method to use when the prospect will allow very little time for the presentation
e. The customer gets his or her greatest amount of talking time during the middle part of the formula sales presentation

d. Some salespeople feel uncomfortable with needs-satisfaction sales presentation method because they feel they are less in control when using this approach

Which of the following is a disadvantage of the needs-satisfaction sales presentation?
a. The needs-satisfaction sales presentation permits very little prospect participation
b. The needs-satisfaction sales presentation presents features, advantages, and benefits that may not be important to the buyer
c. The needs-satisfaction sales presentation proceeds too quickly through the sales presentation to the close.
d. Some salespeople feel uncomfortable with needs-satisfaction sales presentation method because they feel they are less in control when using this approach
e. The needs-satisfaction sales presentation is impractical for selling highly technical products

d. need-development, need-awareness, and need-fulfillment

The need satisfaction sales presentation has several phases. Select the alternative that presents the phases in their correct order.
a. need-satisfaction, need-utilization, and need-development
b. none of the above
c. need perception, need-comprehension
d. need-development, need-awareness, and need-fulfillment
e. need-utilization, need-fulfillment, and need-satisfaction

d. To successfully use the formula sales presentation method, the salesperson must previously have correctly identified the prospect's needs and wants

Which of these statements about formula presentations is true?
a. New-task buying situations are a good time to use the formula presentation method.
b. The customer gets his or her greatest amount of talking time during the beginning of the formula sales presentation.
c. An advantage of the formula presentation is that it is most adaptable to complex selling situations
d. To successfully use the formula sales presentation method, the salesperson must previously have correctly identified the prospect's needs and wants
e. The formula presentation is based upon the SPIN procedure of developing and giving the sales presentation.

a. problem-solution

In selling highly complex or technical products, such as insurance, industrial equipment, accounting systems, and computers, salespeople often are required to make several sales calls to developed a detailed analysis of a prospect's needs. What kind of sales presentation would such a selling situation require?
a. problem-solution
b. stimulus response
c. formula
d. memorized
e. need-satisfaction

b. seminar selling

\____________ occurs when a company's sales team conducts an educational seminar for the customer company about state of the art developments
a. conferencing
b. seminar selling
c. technical selling
d. need-satisfaction selling
e. educational selling

b. percentage of the conversation controlled by the sales person

The \______ is the basic distinguishing factor for the 4 sales presentation methods.
a. type of product
b. percentage of the conversation controlled by the salesperson
c. measurability of the sales call objective
d. number of decision makers
e. type of customer

d. the memorized approach

According to the text, what is the most structured of the sales presentation methods?
a. the AIDA approach
b. the need-satisfaction approach
c. the problem-solution approach
d. the memorized approach
e. the formula approach

e. the salesperson is inexperienced

The opinion approach is most effective when:
a. the prospect is making a straight rebuy
b. the salesperson needs to use a technological sales presentation
c. am experienced sales person is trying to sell to a competitor's customer
d. the prospect has an inflated ego
e. the salesperson is inexperienced

e. obtaining info from the prospect

The salesperson should find probes to be useful for:
a. limiting prospect participation
b. controlling the motivation of the prospect
c. creating a buyer-seller chain of command
d. maintaining a one-way communication
e. obtaining information from the prospect

a. The need-satisfaction and problem-solution sales presentation methods should always use the questions approach technique

Which of the following statements about approach techniques and presentation methods is true:
a. The need-satisfaction and problem-solution sales presentation methods should always use the questions approach technique
b. The showmanship technique is most effective with prospects that you are calling on for the first time.
c. The statement approach technique is effective with any sales presentation method.
d. The benefit technique is recommended for the formula sales presentation method.
e. The approach technique should be chosen before the sales presentation method.

d. Your goal in using "problem" questions is to get the prospect to admit that he or she has a problem

Which of the following statements about "problem" questions is true?
a. It is not necessary for you to separate important problems from unimportant problems.
b. If your prospect states a specific need after your "problem" question, you should move directly into your presentation.
c. The question should be about non-specific dissatisfaction or difficulties.
d. Your goal in using "problem" questions is to get the prospect to admit that he or she has a problem
e. The more explicit needs you can discover, the lower your probability of making the sale.

e. introductory

The \____ approach is such a weak opening that it usually must be used in conjunction with another approach
a. product
b. complimentary
c. referral
d. premium
e. introductory

c. The salesperson should formulate his or her question carefully and anticipate the prospect's response.

Which of the statements about the customer benefit approach is true?
a. The salesperson should never ask a question that implies the product will benefit the customer
b. The salesperson should consider using a question instead of a benefit approach if he or she is already aware of the prospect's needs.
c. The salesperson should formulate his or her question carefully and anticipate the prospect's response.
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.

a. introductory

The \_____ approach opens with a statement:
a. introductory
b. FAB
c. SPIN
d. demonstration
e. nondirective question

e. Apologize for taking the prospect's time.

Which of the following is NOT a recommended guideline for how a salesperson should act in order to make a favorable first impression on a prospective buyer
a. If possible, sit down.
b. Be enthusiastic and positive toward the interview.
c. Be neat in dressing and grooming.
d. If the prospect offers to shake hands, do so with a firm positive grip.
e. Apologize for taking the prospect's time.

e. "Are you telling me that you don't have any trees in your front yard"

Which of the following is an example of a rephrasing question
a. "Who is in charge of the maintenance of your lawn mower?"
b. "At what height do you try to keep your grass?"
c. "How many times a year do you mow your lawn?"
d. "What features are you looking at in a new lawn mower?"
e. "Are you telling me that you don't have any trees in your front yard?"

b. opinion

Mariah began her sales presentation by saying, "I'm new at selling safety equipment, so I was wondering if you could tell me what you thought were the most commonly purchased items?" Mariah was using the \____ approach
a. curiosity
b. opinion
c. low-profile
d. customer-knowledge
e. FAB

e. do all of the above

The objective of the questions approach technique is to:
a. stimulate the prospect's interest
b. uncover the needs or problems of the prospect
c. provide a transition into the sales presentation
d. capture the attention of the prospect
e. do all of the above

c. statement, demonstration, and question

Approach techniques can be grouped into three general categories. These three categories are:
a. participate, standard, and benefit
b. compliment, referral, and participative
c. statement, demonstration, and question
d. probe, parry, and thrust
e. question, compliment, and benefit

e. do all of the above

The objective of the questions approach technique is to:
a. stimulate the prospect's interest
b. uncover the needs or problems of the prospect
c. provide a transition into the sales presentation
d. capture the attention of the prospect
e. do all of the above

e. doing all of the above

As a salesperson, you earn the right to a prospects time and serious attention by:
a. expressing a sincere desire to solve the buyer's problem
b. displaying a "service" attitude
c. exhibiting business knowledge
d. implying that your product will save money for the prospect's company
e. doing all of the above

a. products that are new, unique, and colorful

The product approach works best with:
a. products that are new, unique, and colorful
b. generic products that are not marketed with a branding strategy
c. products with well-known brand names like Nike, Coca Cola, and Disney
d. business products
e. straight rebuy situations

d. referral

The use of another person's name in the \_____ approach is effective if the prospect respects that person.
a. question
b. curiosity
c. demonstration
d. referral
e. introductory

a. "Hello. My name is Sashmi Patel."

Which of the following types of opening statements is the most common and least powerful way to begin a sales presentation
a. "Hello. My name is Sashmi Patel."
b."Mr. Lawrence, you certainly sell a lot of perennials to landscaping companies."
c. "Here, Mr, Li, try one of my company's throat lozenges."
d. "Good afternoon does your company need a secure local area network."
e. "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."

c. creative imagery

Successful salespeople have learned a relaxation and concentration technique called, \_____ which allows them to cope with stress
a. positive encoding
b. stress-relief exercising
c. creative imagery
d. success imaging
e. anxiety transference

b. method salesperson use to deal with stress

Creative imagery is a:
a. presentation method that replaces the demonstration when the salesperson is selling over the telephone rather than in person
b. method salesperson use to deal with stress
c. presentation technique that replaces the demonstration when the salesperson is selling a service rather than a physical good
d. prospecting techniques
e. manner of selecting clothing that ensures the salesperson will make a good first impression on a prospect

a. all of the above

If the situation dictates, which of the following approach techniques could appropriately be used with a formula sales presentation:
a. all of the above
b. curiosity
c. referral
d. showmanship
e. product

d. situation

The first category of question in the SPIN approach is called the \______ question
a. small-size
b. sustaining
c. speculation
d. situation
e. strategic

d. A salesperson should have a demonstration objective.

Which of the following statements about the use of demonstrations in sales presentations is true?
a. Rehearsed demonstrations are boring.
b. Don't worry about the possibility of the demonstration backfiring.
c. All presentations should have a demonstration
d. A salesperson should have a demonstration objective.
e. Effective demonstrators often do not present the product in an ethical and professional matter.

c. suggestive proposition

"Since you anticipate using our braking system with your current machine, I suggest you buy now before we preform a planned retooling of our existing system. We know our current braking systems is compatible with your machines, but I cannot promise the new designs will be." This is an example of:
a. prestige suggestion
b. direct suggestion
c. suggestive proposition
d. countersuggestion
e. autosuggestion

?? not d

When the appliance salesperson said, "I suggest you buy the self-cleaning Hotpoint oven," it was an example of an:
a. countersuggestion
b. autosuggestion
c. prestige suggestion
d. suggestive proposition
e. direct suggestion

a. prestige suggestion

"You ought to buy that scarf. it is just like the ones that I saw the Princess of Monaco wearing when the visited the Metropolitan Museum." This is an example of:
a. prestige suggestion
b. direct suggestion
c. suggestive proposition
d. countersuggestion
e. autosuggestion

e. does all of the above

Dramatics should be used in a sales presentation because it:
a. provides a clearer more complete explanation of products
b. captures prospect's interest
c. increases salesperson's persuasive powers
d. creates two-way communications
e. does all of the above

c. logical reasoning

Alfredo sells refrigeration units to businesses. He builds his sales presentations around a major premise like the saving a walk-in refrigerator will generate for a catering firm a minor premise like how my company's units will reduce its electrical bills and a conclusion. Whether he knows or not this method indicates he is using:
a. objection postponing
b. syllogistic
c. logical reasoning
d. forestalling
e. empathy

e. autosuggestion

"Just imagine how much your daughter will appreciate your buying her this mustang convertible." This is an example of:
a. suggestive proposition
b. direct suggestion
c. countersuggestion
d. prestige suggestion
e. autosuggestion

c. autosuggestion

"Can you imagine how excited your family will be when you tell them you have purchased this Disneyland vacation package?" Example of:
a. countersuggestion
b. prestige suggestion
c. autosuggestion
d. direct suggestion
e. suggestive proposition

e. prestige suggestion

"Two hundred of the finest hospitals in the country are using this neonatal incubator" Example of:
a. autosuggestion
b. direct suggestion
c. countersuggestion
d. suggestive propositon
e. prestige suggestion

d. the prospect

Which of the following is NOT an example of a visual aid?
a. the chart
b. the order form
c. a model of the product
d. the prospect
e. sales manuals

b. the customer's past sales figures

Which of the following types of proof statements would most likely be used by a salesperson trying to convince a current customer to place a larger order?
a. none of the above
b. the customer's past sales figures
c. independent research results
d. testimonials
e. the guarantee

e. indirect suggestion

As the pet storeowner was explaining her idea for a promotion, the salesperson asked, "Do you think you should buy 3 or 4 cases of treats for your "Pamper Your Pet" promotion?" Example of:
a. empathy suggestion
b. prestige suggestion
c. autosuggestion
d. counteroffer
e. indirect suggestion

d. a demonstration

\_____ is an element of the salesperson's presentation mix.
a. conviction
b. a trial close
c. a probe
d. a demonstration
e. knowledge

c. direct suggestion

"I suggest you buy this John Deere commercial riding mower," example of:
a. countersuggestion
b. suggestive proposition
c. direct suggestion
d. autosuggestion
e. prestige suggestion

c. suggestive proposition

A(n) \_____ suggests that the prospect should act now. It helps salespeople deal with the problem that some customers like to postpone making purchase decisions.
a. autosuggestion
b. indirect suggestion
c. suggestive proposition
d. temporal-based suggestion
e. countersuggestion

e. the Paul Harvey dialogue

With \_____, a salesperson delivers his presentation in voice that sounds alive rather than like a dull, memorized presentation that the salesperson is bored with.
a. logical reasoning
b. verbal and nonverbal analogies
c. honest persuasion
d. dramatic diplomacy
e. the Paul Harvey dialogue

d. do all of the above

A salesperson can make effective use of visuals to:
a. create a unique and lasting impression
b. reduce misunderstanding
c. increase retention
d. do all of the above
e. show the buyer you are a professional

e. Try any or all of the above

Based on what you have learned in this course, how would you suggest that Elsa make her sales presentations more persuasive?
a. Build trust by being honest with her customers.
b. Use body language
c. Control the sales presentation
d. Personalize the relationship with her customers
e. Try any or all of the above

b. suggestive proposition

"Shouldn't you go ahead and order swimsuit stock for your retail store now before the heavy demand of the summer season reduces the available choices of styles and colors?" Example of:
a. prestige suggestion
b. suggestive proposition
c. autosuggestion
d. direct suggestion
e. countersuggestion

e. any of the above

Which of the following can be used to induce prospect participation in the presentation?
a. product use
b. visuals
c. demonstrations
d. questions
e. any of the above

b. logical reasoning

When James sells Tiromat Powerpak, a packaging machine for forming, filling, and sealing food prodcts, he begins by telling the customer, "Everyone in the food industry would like to save money and time on equipment cleaning." Then he says, "With the Tiromat Powerpak, you have a machine that can be dissassembled for high-pressure cleaning and then reassembled moer quickly thatn any other machine currently on the market." In conclusion, Tiromat says, "Thus, I believe that you need to buy our new Powerpak packaging machine." James is using \________ to sell the Tiromat Powerpak.
a. empathy
b. logical reasoning
c. a bad plan
d. sympathy
e. perceptual logical