Question 1

In a sales presentation, the ________ approach strives to discover customer needs during the first part of the sales presentation and then provides solutions to those needs during the second part of the sales call.
A) mission-sharing
B) need-satisfaction
C) problem-solution
D) stimulus-response

Accepted Answer

The need-satisfaction approach is specifically designed to uncover customer needs early on in the presentation and then provide solutions to those needs during the remainder of the conversation. This approach puts the customer's needs first and is often seen as an effective way to build trust and rapport. A and C are not accurate terms for this approach, and D refers to a different type of communication theory.

Question 2

Destiny is getting ready to close her sales call. She assumes the customer will say "yes" so she just asks how many cases they would like shipped. This is an example of the ________ close.
A) continuous "yes" close.
B) trial method close.
C) summarization close.
D) assumptive close.

Accepted Answer

The assumptive close is when the salesperson assumes the customer will say yes and proceeds to finalize the details of the sale, as seen in Destiny's actions.

Question 3

With the "feel, felt, found" approach to handling objections, the salesperson:
A) will allow the customer to talk about his or her fears and worries, then relate how another customer had similar fears and how the product being sold met those fears or worries.
B) answers the objection directly.
C) will reply "yes, but ..." and then explain how the product's benefits will answer the customer's objection.
D) avoids confrontation by sympathizing with the customer, then provides the correct information.

Accepted Answer

The "feel, felt, found" approach is all about empathizing with the customer, acknowledging their concerns, and then providing them with a solution. Option A is correct as it allows the salesperson to address the specific concerns of the customer by relating to them personally and also offering a solution. Option B is incorrect because providing a direct answer does not help to address the underlying concerns of the customer. Option C is incorrect because it still focuses on the benefits of the product rather than specifically relating to the customer's concerns. Option D is incorrect because it simply sympathizes without offering any solution.

Question 4

In a sales presentation, the ________ approach uses specific statements, or stimuli, to elicit specific responses from customers.
A) mission-sharing
B) need-satisfaction
C) problem-solution
D) stimulus-response

Accepted Answer

The stimulus-response approach uses specific statements or stimuli to elicit specific responses from customers, essentially creating a predefined sequence of actions or behaviors. This approach is heavily based on conditioning and is commonly used in telemarketing or direct selling situations.

Question 5

In a sales presentation, the ________ approach is often used by telemarketers, retail sales clerks, and new field salespeople.
A) mission-sharing
B) need-satisfaction
C) problem-solution
D) stimulus-response

Accepted Answer

The stimulus-response approach is often used by telemarketers, retail sales clerks, and new field salespeople because it involves using a set script or series of prompts to elicit a desired response from the customer.

Question 6

The problem-solution sales approach:
A) strives to discover a customer's needs during the first part of the sales call and then provide solutions to those needs.
B) requires the two organizations to develop a common mission.
C) requires employees from the selling organization to analyze the buyer's business.
D) uses specific statements to elicit specific responses from customers.

Accepted Answer

The answer of The problem-solution sales approach:
A) strives to discover...

Question 7

Kathy is getting ready to close her sales call. She is not sure the prospect is quite ready so she goes over the benefits of the product and how it meets the customer's needs prior to asking for the order. This is an example of the ________ close.
A) continuous "yes"
B) trial method
C) summarization
D) assumptive

Accepted Answer

This is an example of the summarization close, where the salesperson summarizes the benefits and needs of the customer before asking for the sale. It is often used when the salesperson is unsure if the customer is ready to buy, and can help to clarify any remaining concerns or objections before closing the sale. The continuous "yes" close involves getting the customer to agree to smaller commitments throughout the sales process, while the trial close involves asking for a commitment or opinion on the product or service. The assumptive close assumes that the customer is ready to buy and simply asks for the order without further discussion.

Question 8

Gabriella is getting ready to close her sales call. She asks for the order outright. This would be a(n) ________ close.
A) continuous "yes"
B) direct
C) summarization
D) assumptive

Accepted Answer

Gabriella is directly asking for the order, making it a direct close.

Question 9

The need-satisfaction sales approach:
A) strives to discover a customer's needs during the first part of the sales call and then provide solutions to those needs.
B) requires the two organizations to develop a common mission.
C) requires employees from the selling organization to analyze the buyer's business.
D) uses specific statements to elicit specific responses from customers.

Accepted Answer

The need-satisfaction sales approach involves identifying a customer's needs and then offering solutions that meet those needs. This typically involves asking questions and gathering information during the sales call to better understand the customer's situation and how the selling organization can help.

Question 10

Sydney is getting ready to close her sales call. She is not sure the prospect is quite ready so she solicits feedback that provides information regarding the customer's reaction, without asking directly for the order. This is an example of the ________ close.
A) continuous "yes"
B) trial method
C) summarization
D) assumptive

Accepted Answer

The trial method close involves soliciting feedback to gauge the customer's readiness to make a purchase without directly asking for the order.

Question 11

In handling objections during a sales call, Brandon (the salesperson) normally answers the objection directly, an approach called the ________ method.
A) compensation
B) "feel, felt, found"
C) head-on
D) indirect

Accepted Answer

The head-on method is when the salesperson directly addresses the objection and provides a clear response or solution. This is the most effective approach to handle objections as it demonstrates confidence and expertise. The other options (compensation, "feel, felt, found", indirect) may not be as effective in directly addressing the objection.

Question 12

Kaylee is getting ready to close her sales call. She feels she has answered all of the prospect's objections and feels confident that the prospect is ready to buy. The best close for her would be the ________ close.
A) continuous "yes"
B) direct
C) summarization
D) assumptive

Accepted Answer

The answer of Kaylee is getting ready to close her...

Question 13

With the head-on approach to handling objections, the salesperson:
A) will allow the customer to talk about his or her fears and worries, then relate how another customer had similar fears and how the product being sold met those fears or worries.
B) answers the objection directly.
C) will reply "yes, but..." and then explain how the product's benefits will answer the customer's objection.
D) avoids confrontation by sympathizing with the customer, then provides the correct information.

Accepted Answer

The head-on approach involves directly answering the objection raised by the customer. This approach shows confidence and honesty, and can help build trust with the customer. Choices A, C, and D involve some form of redirection or avoidance of the objection, which may not fully address the customer's concerns.

Question 14

In a sales presentation, the ________ approach requires salespeople to analyze the buyer's business?
A) mission-sharing
B) need-satisfaction
C) problem-solution
D) stimulus-response

Accepted Answer

The problem-solution approach involves analyzing the buyer's business to identify issues and propose solutions, making it necessary for salespeople to understand the buyer's specific needs and challenges.

Question 15

In handling objections during the sales call, Nevaeh (the salesperson) tries to avoid confrontation and never wants to tell the customer he or she is wrong. Instead, Nevaeh will sympathize with the customer and then provide the correct information. This approach is called the ________ method.
A) compensation
B) "feel, felt, found"
C) head-on
D) indirect

Accepted Answer

The description provided suggests that Nevaeh is using the indirect method to handle objections. This method involves acknowledging the customer's perspective and feelings, while gently directing the conversation towards a resolution or correct information. The "feel, felt, found" method (option B) is a specific technique within the indirect method, but the broader approach of indirect is more applicable to the scenario described. Compensation (option A) typically involves offering something in exchange for a customer's dissatisfaction or inconvenience, which is not necessarily the case here. Head-on (option C) is a confrontational approach that Nevaeh is specifically trying to avoid.

Question 16

With the compensation approach to handling objections, the salesperson:
A) will allow the customer to talk about his or her fears and worries, then relate how another customer had similar fears and how the product being sold met those fears or worries.
B) answers the objection directly.
C) will reply "yes, but ..." and then explain how the product's benefits will answer the customer's objection.
D) avoids confrontation by sympathizing with the customer, then provides the correct information.

Accepted Answer

The compensation approach involves acknowledging the customer's concerns but then highlighting the benefits or positive aspects of the product that compensate for the perceived drawbacks, which is what option C describes.

Question 17

With the indirect approach to handling objections, the salesperson:
A) will allow the customer to talk about his or her fears and worries, then relate how another customer had similar fears and how the product being sold met those fears or worries.
B) answers the objection directly.
C) will reply "yes, but..." and then explain how the product's benefits will answer the customer's objection.
D) avoids confrontation by sympathizing with the customer, then provides the correct information.

Accepted Answer

The answer of With the indirect approach to handling objections,...

Question 18

In handling objections during the sales call, Jasmine (the salesperson) will let the customer talk about his or her fears or worries, then relate the experience of a similar customer and how the brand Jasmine is selling met those worries. Which method is being used?
A) Compensation
B) "Feel, felt, found"
C) Head-on
D) Indirect

Accepted Answer

The method being used is "Feel, felt, found," in which the salesperson acknowledges the customer's concerns (feel), shares the experience of a similar customer (felt), and then explains how the brand was able to overcome those concerns (found). This is a technique commonly used in sales to build rapport and address objections. Option A is incorrect because compensation involves offering additional benefits or features to offset objections, which is not mentioned here. Option C (head-on) involves directly addressing objections without acknowledging the customer's feelings and concerns, which is not what is happening here. Option D (indirect) also does not fit because the salesperson is directly addressing and relating to the customer's concerns.

Question 19

The mission-sharing sales approach:
A) strives to discover a customer's needs during the first part of the sales call and then provide solutions to those needs.
B) requires the two organizations to develop a common mission.
C) requires employees from the selling organization to analyze the buyer's business.
D) uses specific statements to elicit specific responses from customers.

Accepted Answer

The answer of The mission-sharing sales approach:
A) strives to discover...

Question 20

In handling objections during the sales call, Gavin (the salesperson) normally will say "yes, but..." then proceed to explain his brand's benefits or features that will address the objection raised. This approach is called the ________ method.
A) compensation
B) "feel, felt, found"
C) head-on
D) indirect

Accepted Answer

The approach described where the salesperson addresses an objection by explaining how their brand's benefits or features will compensate for it is called the compensation method.

Quiz 11: Database and Direct Response Marketing and Personal Selling

In a sales presentation, the ________ approach strives to discover customer needs during the first part of the sales presentation and then provides solutions to those needs during the second part of the sales call.

Destiny is getting ready to close her sales call. She assumes the customer will say "yes" so she just asks how many cases they would like shipped. This is an example of the ________ close.

With the "feel, felt, found" approach to handling objections, the salesperson:

In a sales presentation, the ________ approach uses specific statements, or stimuli, to elicit specific responses from customers.

In a sales presentation, the ________ approach is often used by telemarketers, retail sales clerks, and new field salespeople.

The problem-solution sales approach:

Kathy is getting ready to close her sales call. She is not sure the prospect is quite ready so she goes over the benefits of the product and how it meets the customer's needs prior to asking for the order. This is an example of the ________ close.

Gabriella is getting ready to close her sales call. She asks for the order outright. This would be a(n) ________ close.

The need-satisfaction sales approach:

Sydney is getting ready to close her sales call. She is not sure the prospect is quite ready so she solicits feedback that provides information regarding the customer's reaction, without asking directly for the order. This is an example of the ________ close.

In handling objections during a sales call, Brandon (the salesperson) normally answers the objection directly, an approach called the ________ method.

Kaylee is getting ready to close her sales call. She feels she has answered all of the prospect's objections and feels confident that the prospect is ready to buy. The best close for her would be the ________ close.

With the head-on approach to handling objections, the salesperson:

In a sales presentation, the ________ approach requires salespeople to analyze the buyer's business?

In handling objections during the sales call, Nevaeh (the salesperson) tries to avoid confrontation and never wants to tell the customer he or she is wrong. Instead, Nevaeh will sympathize with the customer and then provide the correct information. This approach is called the ________ method.

With the compensation approach to handling objections, the salesperson:

With the indirect approach to handling objections, the salesperson:

In handling objections during the sales call, Jasmine (the salesperson) will let the customer talk about his or her fears or worries, then relate the experience of a similar customer and how the brand Jasmine is selling met those worries. Which method is being used?

The mission-sharing sales approach:

In handling objections during the sales call, Gavin (the salesperson) normally will say "yes, but..." then proceed to explain his brand's benefits or features that will address the objection raised. This approach is called the ________ method.