Deck 12: Creating Value With the Consultative Presentation

Question 1

The purpose of allowing customer's to enjoy a product on a trial basis is to create desire for the product.

Answer 1

True

Question 2

Over-structured sales demonstrations may cause a customer to feel like a number.

Answer 2

True

Question 3

People who sell services such as convention centres,insurance and interior design can use a portfolio of sales support material as a demonstration tool.

Answer 3

True

Question 4

Words often provide only a small part of the meaning attached to messages that flow between the salesperson and the prospect.

Question 5

An informative presentation is one type of need-satisfaction presentation.

Question 6

The goal of a demonstration is to attract customer's attention,stimulate interest and create desire for the product.

Question 7

In some cases,it is not practical to demonstrate the product itself.

Question 8

Rehearsal of a sales demonstration is not important if the demonstration is well planned.

Question 9

The FBR approach is used by salespeople to maintain a two-way communication with the customer.

Question 10

A disadvantage of using web sites is that you can only provide general information to the customers.

Question 11

Since graphs are usually quite descriptive,no interpretation is necessary for the prospect to understand the material.

Question 12

A proof device in the form of a statement or a report is used to enhance the salesperson's credibility during the sales presentation.

Question 13

It is impossible to demonstrate a service.

Question 14

It takes more skills to do an informative presentation than a persuasive presentation.

Question 15

Customer testimonials represent a common element of bound paper presentations.

Question 16

"Seeing is believing" is an important goal of demonstrating a product.

Question 17

Research indicates that appeals made at the beginning or end of a presentation are more effective than those given in the middle.

Question 18

Persuasive presentations involve a subtle shift from the intellectual to the emotional aspect of buying.

Question 19

A working model can be a satisfactory substitute for the product itself.

Question 20

Location is an important factor in planning an effective demonstration.

Question 21

All of the following actions are appropriate for creating presentations that create value except:

A)Balancing,telling and showing.
B)Choose the right setting.
C)Appeal to as many senses as appropriate.
D)Cover one idea at a time
E)Do not use proof devices to demonstrate buyer benefits

Question 22

FBR technique stands for:

A)Function,Behavior,Reaction.
B)Features,Behaviors and Relationships
C)Friendship,Benefit and Relationship.
D)Features,Benefits and Reaction.
E)Feelings,Behaviors and Reactions.

Question 23

The assumption made in a reminder type presentation is:

A)the customer has already been involved in an informative and persuasive presentation.
B)the customer has several dominant buying motives.
C)the customer is not the main decision maker in the purchase.
D)the salesperson is not knowledgeable.
E)the customer is a transactional buyer.

Question 24

In a reminder presentation,the salesperson's objective is to:

A)understand the buyer's problem.
B)offer a product solution to the buyer.
C)persuade the prospect to buy the product.
D)reinforce information the buyer knows about the product features and benefits.
E)inform the prospect of product features and benefits.

Question 25

In order for making a successful persuasive presentation,the strategy that is most helpful is the __________.

A)product strategy.
B)presentation strategy.
C)relationship strategy.
D)customer strategy.
E)all of the above

Question 26

The missionary salespeople normally do ________ presentations.

A)team oriented
B)multi-call sales
C)reminder
D)informative
E)persuasive

Question 27

Cost-benefit analysis is a method that can be used to quantify the solution for a customer.

Question 28

A reason for using FBR approach in sales presentations is to:

A)target emotional links.
B)summarize the main points.
C)have a two-way communication.
D)close the sale.
E)be more professional.

Question 29

Presenting to an individual is more demanding than presenting to a group of individuals.

Question 30

Sight is considered as the most powerful attention-attracting sense out of the five senses and is therefore the most important motivating force in every selling situation.

Question 31

Jason is a photocopier sales rep.He likes to compare the speed of the copier to a "Concord aircraft".Jason's goal is to make the presentation more:

A)informative
B)persuasive.
C)witty.
D)memorable.
E)interesting.

Question 32

In conducting a sales presentation,it is a good idea to appeal to all appropriate senses.

Question 33

Words or phrases that suggest pictorial relationships between objects and ideas are called:

A)metaphors.
B)emotional links.
C)storyboards.
D)modifiers.
E)bridge statements.

Question 34

Sight is the most powerful attention-attracting sense out of the five senses in a sighted individual.

Question 35

In a persuasive presentation the dialogue shifts to a:

A)subjective level.
B)intellectual level.
C)rational level.
D)objective level.
E)emotional level.

Question 36

Of the principles listed below,the best principle to follow to make your presentation effective is to:

A)be technical; show the prospect your knowledge of the product.
B)only use information-gathering questions.
C)emphasize your products features.
D)keep it simple and straightforward.
E)be glitzy; customers love the sizzle rather than the steak.

Question 37

Reminder presentations are also called:

A)reinforcement presentations.
B)order-taking presentations.
C)missionary presentations.
D)conversion presentations.
E)relationship building presentations.

Question 38

In the field of personal selling,persuasion:

A)will offend many customers who want to make up their own mind.
B)is an effective tool used by all salespeople.
C)is an acceptable strategy once a need has been identified and a suitable product has been selected.
D)seldom achieves the goal of closing the sale.
E)does not belong in a consultative style sales presentation.

Question 39

A demonstration is an opportunity to depersonalize the buying-selling process and make it less threatening to the buyer.

Question 40

Jacob's main responsibility is to call on established accounts to maintain an ongoing awareness of his company's product lines.He therefore normally does:

A)relationship selling.
B)informative presentations.
C)reminder presentations.
D)persuasive presentations.
E)team selling.

Question 41

The best selling tool is most often:

A)a brochure.
B)videocassette recordings.
C)a photograph or illustration.
D)the product.
E)testimonials of satisfied customers.

Question 42

Sabrina is selling a printer to a small family run business.They want to know the difference between a basic printer and a $10 laser printer.Sabrina presented a printed sample from each printer.She did so to:

A)improve communication.
B)promote feelings of ownership.
C)test out the printers.
D)improve retention.
E)prove buyer benefits.

Question 43

A salesperson should consider using an informative presentation when:

A)selling low price products.
B)selling services that are well established.
C)selling complex products that have to be custom-fitted to unique needs.
D)selling products to younger customers.
E)selling products to older customers.

Question 44

The components of the demonstration analysis form are the features to be demonstrated,what you will say,and:

A)when you will ask for the order.
B)what the customer is likely to say.
C)when you will show and tell.
D)when you will involve the prospect.
E)what you will do.

Question 45

All of the following statements regarding audiovisual presentations are true except:

A)show the entire presentation,then answer questions.
B)they make the presentation more interesting.
C)at the conclusion of the presentation,review key points.
D)room conditions should complement the presentation.
E)be sure the prospect knows the purpose of the presentation.

Question 46

Christa-Lee McWatters of Sumac Ridge Estate Winery recognizes that the presentation of a quality wine should reach the prospect through the following senses:

A)touch,sight,and feel.
B)hearing,feel,and smell.
C)taste,feel and hearing.
D)hearing,feel and spirit.
E)taste,smell,and sight.

Question 47

In the field of personal selling,persuasion:

A)will offend many customers who want to make up their own mind.
B)is an effective tool used by all salespeople.
C)is an acceptable strategy once a need has been identified and a suitable product has been selected.
D)seldom achieves the goal of closing the sale.
E)does not belong in a consultative style sales presentation.

Question 48

Paul Talz is a sales representative employed by Felicia Travel Services.He is preparing to demonstrate a very complex computerized reservation system at a meeting with a corporate client.Which of the following guidelines would be most helpful as he conducts the demonstration?

A)Offer one idea at a time,and be sure the customer understands each point before moving on.
B)Use a portfolio to organize the key sales goals.
C)Be sure the sales demonstration gives the prospect a temporary feeling of ownership.
D)Compare his product features to competitors' product features.
E)Use showmanship to build interest in the new reservation system.

Question 49

Kenny works for a firm selling modern log homes and frequently conducts an open house at the site of a newly completed home.Kenny does this in order to:

A)save travel time.
B)cover one idea.
C)plan for the dynamic nature of selling.
D)appeal to all senses.
E)choose the right setting.

Question 50

A portfolio would be an appropriate tool for a salesperson selling:

A)a yacht.
B)a home entertainment system.
C)an interior design service.
D)a home.
E)cars.

Question 51

Ike has spent weeks preparing for a big sales presentation to South Park Estates.The presentation relies heavily on overheads Ike had prepared.When Ike begins his presentation,he discovers the overhead projector is broken.Ike should have:

A)not used overheads.
B)done a simple presentation.
C)hired someone to handle the visuals.
D)checked his sales tools.
E)asked the clients for another projector.

Question 52

Salem wants to ensure that Mr.Dodson buys a new car from him.He steers Mr.Dodson towards the new vehicles and strongly encourages him to take a car for a demonstration ride.Salem wants to:

A)prove buyer benefits.
B)involve the customer in the sales presentation.
C)drive around with Mr.Dodson to check out new vehicles.
D)improve communication.
E)improve retention.

Question 53

If a salesperson were attempting to involve the customer in a presentation for a diamond ring,s/he might:

A)explain the store's installment plan of payment for the item.
B)encourage the customer to try it on.
C)lay the ring on black velvet to enhance its brilliance.
D)ask if there are any more questions.
E)inform the customer of the gem's clarity.

Question 54

Valerie is learning how to conduct sales presentations.She consults with her coworkers,Harvey and Sabrina,and finds out one of the most important aspects is to:

A)custom tailor presentations to customers.
B)keep the presentation as short as possible
C)dress in a business suit.
D)answer proposed questions immediately.
E)supply refreshments.

Question 55

Michelle is planning a big sales presentation to Eagle Greetings.What is a good selling tool for effective demonstrations?

A)informing,persuading and reminding
B)appeal to all of the senses
C)question,listen and observe
D)have product and plant tours
E)attention,interest,desire and action

Question 56

The advantage(s)of using reprints as a sales tool is/are:

A)they add credibility because they are often third-party comments.
B)they are easily available.
C)they are very informative.
D)they are biased against competition.
E)they don't require as much preparation.

Question 57

A product demonstration contributes in a positive way to the selling-buying process.Who benefits?

A)the salesperson
B)the competition
C)the gatekeeper
D)the suppliers
E)the product

Question 58

Which of the following is an accurate statement regarding the sales presentation?

A)The location of the sales demonstration is not likely to make a difference.
B)Appealing to the prospect's senses makes the sales demonstration more powerful.
C)Each product feature is of equal importance to the customer.
D)It is best to communicate all you know about the product to the customer.
E)Since the customer is motivated to buy,be sure to close at the end.

Question 59

Porsche developed a sales training program that includes anecdotes about the rich history of Porsche race cars and the manufacturing processes used to build the sports cars Porsche sells to the public.It would be appropriate to use this information during:

A)the product selection stage.
B)the need identification stage.
C)a persuasive presentation.
D)a reminder presentation.
E)the closing stage.

Question 60

Hilda is trying to convey to her clients the richness of the new colour and texture of the drapery she is selling. Verbally,it is difficult to explain to the customer,so she brings in samples. Hilda is attempting to appeal to the ____________sense.

A)taste
B)touch
C)hearing
D)smell
E)sight

Question 61

Why is communication via the spoken word alone so difficult?

A)Sometimes different accents are hard to understand.
B)Customers speak different languages,hence verbal communication is not always possible.
C)Sight is considered the most powerful attention-attracting sense.
D)Many salespeople are not that articulate.
E)Due to communication-style bias that can arise between the buyer and seller.

Question 62

What would be the best way to provide proof that a $ 1000 laser printer is better than a $ 200 basic printer?

A)Show the customer testimonials of happy customers.
B)Quantify the solution for the customers.
C)Compare the parts of the $ 1000 laser printer with the $ 200 basic printer.
D)Compare the features of a $ 1000 laser printer to a $ 200 basic printer.
E)Show the customer material that has been printed on both printers.

Question 63

In a non-manipulative selling approach each presentation is:

A)custom tailored
B)negotiation oriented.
C)transactional.
D)price oriented.
E)standardized.

Question 64

Emma relies heavily on ________ which illustrate a change of some variable in her sales presentation.

A)graphs
B)pictures
C)reprints
D)catalogues
E)models

Question 65

"Mr.Jackson,I would like to share with you some written testimonials from people who have stayed at our hotel." This statement is an example of a:

A)proof device.
B)confirmation question.
C)informative presentation.
D)bridge statement.
E)summary confirmation question.

Question 66

One of the most important ways to prepare and deliver a successful demonstration is by:

A)doing it.
B)memorizing.
C)asking questions.
D)acting spontaneously.
E)rehearsing.

Question 67

Kamal has indicated he wants a car which will enable him to transport his skis without the use of a ski rack.The salesperson should therefore emphasize the following during the demonstration:

A)outdoor temperature sensors
B)affordability of the car
C)superior tires for wet and icy driving conditions
D)convenient place to mount a ski rack
E)foldable rear seats to make room for long objects

Question 68

When selling a yacht,what would be the most appropriate tool for demonstration?

A)Web based demonstrations
B)Photos and brochures
C)Catalogues
D)Reprints
E)Models

Question 69

When the prestigious Journal of the American Medical Association published a very positive article on Dermabond,________ were quickly used to help educate doctors on the product's merits.

A)illustrations
B)samples
C)graphs
D)portfolios
E)reprints

Question 70

In a presentation which utilizes state-of-the-art audiovisual technology,the main focus in the sales presentation should be to:

A)understand the needs of the customer.
B)gain a competitive advantage over other salespeople.
C)explain the product features.
D)make the demonstration more interactive.
E)show the latest technology.

Question 71

Most effective demonstrations balance telling,showing and:

A)active listening.
B)trial closing.
C)customer involvement.
D)negotiating.
E)asking questions.

Question 72

Making an effective audiovisual presentation involves:

A)using audio-visual technology to enhance the sales demonstration,not replace the demonstration.
B)explaining the purpose of the presentation.
C)clarifying points and allowing the customer to ask questions.
D)ensuring the presentation is interactive and encourages buyer participation.
E)all of the above

Question 73

A luxury cruise sales rep can use ________ most effectively to illustrate the ship's physical layout.

A)models
B)the product itself
C)photos
D)illustrations
E)testimonials

Question 74

A possible way to quantify the solution would be to:

A)compare your features to competitors' features.
B)compare cost of features to the opportunity cost.
C)compare your price with competitors' prices.
D)do a return-on-investment.
E)do a price-quality analysis.

Question 75

The purpose of offering a product trial is to:

A)execute a trial close as soon as possible.
B)create an impulse buy.
C)get the customer's attention.
D)create customer's desire for the product.
E)generate customer's interest.

Question 76

Relationships are enhanced by the salesperson's ability to communicate with_____________.

A)A focus group
B)A laptop computer
C)Microsoft Office
D)Creativity
E)Empathy

Question 77

Salespeople are in a strong position to close a sale if they put emphasis on

A)product features
B)price
C)variety
D)quality
E)relationship

Question 78

_________ is an interesting and attractive way to communicate an idea to others.

Question 79

A sales presentation which is too structured and not customized to an individual's buying situation is called:

A)structured presentation.
B)canning of buying and selling process.
C)mass marketing of buying and selling process.
D)devaluation of buying and selling process.
E)depersonalization of buying and selling process.

Question 80

An effective strategy to demonstrate value to a customer is by means of:

A)cost-benefit analysis.
B)return-on-investment analysis (ROI).
C)opportunity cost analysis.
D)net-present value analysis.
E)all of the above