Question 1

When are response checks-also known as check-backs-most commonly used during a sales dialogue?
A) after presenting a selling point or handling an objection
B) when negotiating price
C) at the needs-discovery stage
D) when setting appointments

Accepted Answer

Response checks, also known as check-backs, are most commonly used after presenting a selling point or handling an objection. This technique is used to confirm that the customer understands and agrees with the point made, and it also helps keep the conversation on track. Option B is not the best choice because negotiating price is a later stage in the sales process where response checks might not be as useful. Option C is also not the best choice because needs-discovery is an early stage in the sales process where response checks might not be as necessary. Option D is not the best choice because response checks are not commonly used when setting appointments.

Question 2

What is the term for a statement that points out and illustrates the similarities between two points?
A) an analogy
B) an anecdote
C) a comparison
D) a metaphor

Accepted Answer

A comparison is a statement that shows the similarities between two points. It may include using similes or metaphors to illustrate the similarity. An analogy is also a type of comparison, but it specifically uses a complex relationship to explain a simpler relationship. An anecdote is a brief story used to illustrate a point, and a metaphor is a comparison that does not use the words "like" or "as."

Question 3

What is the term for the use of voice characteristics, examples and anecdotes, and comparisons and analogies to make sales dialogue interesting and understandable?
A) helping mechanisms
B) verbal support
C) facilitating tools
D) conversation enhancers

Accepted Answer

Verbal support refers to the use of various linguistic and rhetorical techniques, such as voice characteristics, examples, anecdotes, comparisons, and analogies, to make sales dialogue more engaging, interesting, and understandable for the listener.

Question 4

What is an analogy a special form of?
A) an anecdote
B) a comparison
C) a metaphor
D) an example

Accepted Answer

An analogy is a special form of comparison that shows how two different things are similar in some way.

Question 5

Which of the following is being used by a salesperson making the statement, "The built-in help function in this new software program is like having your very own computer geek available anytime, anyplace"?
A) an analogy
B) an anecdote
C) a comparison
D) an example

Accepted Answer

The salesperson is using an analogy, comparing the built-in help function to a computer geek who is available anytime, anyplace. An analogy is a comparison between two things that are similar in some way, but not in all ways.

Question 6

Which of the following is being used by a salesperson making the statement, "One of my customers in another region who operates a similar manufacturing process to yours purchased this equipment last year and it significantly improved his output quality and reduced the amount of waste material produced"?
A) an analogy
B) an anecdote
C) a comparison
D) a metaphor

Accepted Answer

The salesperson is using an anecdote, which is a brief story or example used to illustrate a point, to persuade the customer that purchasing the equipment will have positive effects on their manufacturing process.

Question 7

When planning to demonstrate a product for a buyer, what should a salesperson do?
A) make sure that the product being demonstrated is typical of what is being recommended and that it is in good working order
B) to facilitate up-selling, demonstrate the top-of-the-line model with every possible feature the buyer would want
C) to increase involvement, suggest that the buyer perform the demonstration
D) to replicate the customer experience and build rapport, the salesperson should not handle the product before the demonstration

Accepted Answer

It is important for the salesperson to ensure that the product being demonstrated is representative of what is being recommended and is in good working order. This will help build trust and credibility with the buyer. The other options (B, C, and D) may not always be appropriate and could potentially harm the sales process.

Question 8

What is the term for a type of example that is provided in the form of a story describing a specific incident or occurrence?
A) an analogy
B) an anecdote
C) a comparison
D) a metaphor

Accepted Answer

An anecdote is a type of example that is provided in the form of a story describing a specific incident or occurrence, often used to illustrate a point or convey a message. Anecdotes can be personal or from other sources and can be used in various types of writing, such as speeches, essays, and articles.

Question 9

Which of the following is being used by a salesperson making the statement, "Run time for your manufacturing process at this location will be reduced by 10 percent with less wastage due to the greater sensitivity of this new machine"?
A) an analogy
B) an anecdote
C) a comparison
D) an example

Accepted Answer

An example is a specific instance that is used to illustrate a general point. In this case, the salesperson is using an example of a specific manufacturing process to illustrate the general point that the new machine will reduce run time and wastage.

Question 10

What type of question are "What do you think?" and "Does this answer your concern?" both examples of?
A) situation questions
B) needs-discovery questions
C) check-backs or response checks
D) open-end questions

Accepted Answer

"What do you think?" and "Does this answer your concern?" are both examples of check-backs or response checks, as they are asked to confirm understanding and ensure the conversation is progressing in the right direction. Situation questions ask about the customer's current situation, needs-discovery questions aim to uncover the customer's needs, and open-end questions require more detailed answers than just a simple yes or no. None of these apply to the given examples.

Question 11

What do the SPIN and ADAPT questioning models help the salesperson identify for the buyer?
A) potential benefits
B) features
C) situational factors related to the purchase
D) confirmed benefits

Accepted Answer

The answer of What do the SPIN and ADAPT questioning...

Question 12

What is the term for a special and useful form of comparison that explains one thing in terms of another?
A) an analogy
B) an anecdote
C) an example
D) a metaphor

Accepted Answer

The term for a special and useful form of comparison that explains one thing in terms of another is an analogy. An analogy draws a comparison between two things to highlight their similarities and clarify a concept or idea.

Question 13

When faced with a challenging group sales dialogue, which tactic should a salesperson employ with respect to visual sales aids?
A) match the variety of information on the visual sales aids to the diversity of perspectives held by members of the buying team
B) help the audience to understand the information presented by reading from the visual sales aids
C) use simple, easy-to-understand visual sales aids to maintain audience engagement
D) to avoid overstimulating the audience, use as few visual sales aids as possible in a group sales dialogue.

Accepted Answer

Using simple, easy-to-understand visual sales aids helps maintain audience engagement and ensures that the information is accessible to all members of the buying team.

Question 14

According to the textbook, which of the following best summarizes what a salesperson should do when preparing and using printed materials and visual sales aids?
A) Keep printed materials and visuals simple, use graphics and charts rather than tables of numbers, follow a consistent format,
B) Read the presentation directly from the visual to help the buyer better understand the information that is being communicated.
C) Put as much information in them as possible, as the printed materials will be left behind to continue selling.
D) Always use full colour for visual materials, as most people find black and white uninteresting and difficult to read.

Accepted Answer

The textbook recommends keeping printed materials and visuals simple, using graphics and charts rather than tables of numbers, and following a consistent format. This helps ensure that the materials are easy to understand and visually appealing to the buyer. It is important to avoid overwhelming the buyer with too much information, which is why it is recommended to keep the materials simple. Additionally, reading directly from the visual can come across as unprofessional and impersonal, so it is better to use the visual as a guide while maintaining eye contact with the buyer. Finally, while full color visuals can be effective, it is not necessary to use them in every situation and can be costly.

Question 15

Which of the following is being used by a salesperson making the statement, "Past experience with our customers has shown that using the heavy duty formula for this cleaning solution is twice as effective in breaking down grease as the regular formula"?
A) an analogy
B) an anecdote
C) a comparison
D) an example

Accepted Answer

The salesperson is making a comparison between the heavy duty formula and the regular formula based on past experience with customers to support their claim that the heavy duty formula is twice as effective in breaking down grease.

Question 16

Sales aids can help to engage the buyer during a sales interaction, which will improve understanding and retention of the information being communicated. Which statement best summarizes what a salesperson should follow with respect to the use of sales aids?
A) The more sales aids that a salesperson can fit into a sales presentation, the better.
B) A salesperson should use only those sales aids that he or she believes will engage and involve the buyer most effectively in a specific sales dialogue.
C) The fewer sales aids that a salesperson uses, the less distracted the buyer will be.
D) Sales aids are much more effective now than in the past due to the media habits of today's generation who have been raised on multitasking.

Accepted Answer

The goal of sales aids is to engage and involve the buyer in the sales dialogue. Therefore, a salesperson should only use sales aids that are relevant and effective for a particular buyer and situation. Using too many sales aids can be overwhelming and distracting, while not using any can make the presentation dull and uninteresting. It's important to strike a balance and use only those aids that will enhance the buyer's understanding and retention of the information being communicated.

Question 17

What is the term for questions salespeople use throughout a sales dialogue to generate feedback from the buyer?
A) situation questions
B) need discovery questions
C) follow-up questions
D) check-backs or response checks

Accepted Answer

Check-backs or response checks are used by salespeople during a sales dialogue to generate feedback from the buyer, ensuring the conversation is aligned with the buyer's needs and concerns.

Question 18

According to the textbook, when is the SPES Sequence best used?
A) when making a sales presentation using sales aids
B) as part of the needs-discovery stage of the ADAPT model
C) when handling objections in a sales dialogue
D) when beginning the price and terms negotiation

Accepted Answer

The SPES Sequence is best used when making a sales presentation using sales aids, as it provides a structured approach to effectively integrate and present sales aids during a presentation.

Question 19

What is the term for a brief description of a specific instance used to illustrate the features and benefits of a product or service?
A) an analogy
B) an anecdote
C) a comparison
D) an example

Accepted Answer

An example is a brief description of a specific instance used to illustrate the features and benefits of a product or service.

Question 20

What benefits arise for a salesperson who effectively uses response checks and check-back questions?
A) increased buyer feedback, which helps to ensure a two-way, collaborative exchange
B) minimization of the number of open-end questions that need to be asked
C) shortening of the needs-discovery stage
D) redundancy of need-payoff questions

Accepted Answer

By using response checks and check-back questions, a salesperson can ensure that they are effectively understanding the buyer's needs and concerns. This can lead to increased buyer feedback and a more collaborative exchange, ultimately increasing the chances of a successful sale. Additionally, this approach may help to clarify any misunderstandings or confusion, leading to more efficiency and effectiveness in the sales process.

Quiz 7: Sales Dialogue

When are response checks-also known as check-backs-most commonly used during a sales dialogue?

What is the term for a statement that points out and illustrates the similarities between two points?

What is the term for the use of voice characteristics, examples and anecdotes, and comparisons and analogies to make sales dialogue interesting and understandable?

What is an analogy a special form of?

Which of the following is being used by a salesperson making the statement, "The built-in help function in this new software program is like having your very own computer geek available anytime, anyplace"?

When planning to demonstrate a product for a buyer, what should a salesperson do?

What is the term for a type of example that is provided in the form of a story describing a specific incident or occurrence?

Which of the following is being used by a salesperson making the statement, "Run time for your manufacturing process at this location will be reduced by 10 percent with less wastage due to the greater sensitivity of this new machine"?

What type of question are "What do you think?" and "Does this answer your concern?" both examples of?

What do the SPIN and ADAPT questioning models help the salesperson identify for the buyer?

What is the term for a special and useful form of comparison that explains one thing in terms of another?

When faced with a challenging group sales dialogue, which tactic should a salesperson employ with respect to visual sales aids?

According to the textbook, which of the following best summarizes what a salesperson should do when preparing and using printed materials and visual sales aids?

Which of the following is being used by a salesperson making the statement, "Past experience with our customers has shown that using the heavy duty formula for this cleaning solution is twice as effective in breaking down grease as the regular formula"?

Sales aids can help to engage the buyer during a sales interaction, which will improve understanding and retention of the information being communicated. Which statement best summarizes what a salesperson should follow with respect to the use of sales aids?

What is the term for questions salespeople use throughout a sales dialogue to generate feedback from the buyer?

According to the textbook, when is the SPES Sequence best used?

What is the term for a brief description of a specific instance used to illustrate the features and benefits of a product or service?

What benefits arise for a salesperson who effectively uses response checks and check-back questions?