Question 1

Derek has developed a list of 35 potential customers. He is now categorizing them into three categories based on each company's sales potential. Derek is in the _____ stage of the selling process.

Accepted Answer

Derek is in the prospecting for leads stage, where he is identifying and categorizing potential customers based on their sales potential.

Question 2

In the pre-sales approach of the selling process, the salesperson gathers information about the potential customer to determine

Accepted Answer

The answer of In the pre-sales approach of the selling...

Question 3

In the pre-sales approach stage of the selling process, it is important for salespeople to gather all of the following information except

Accepted Answer

In the pre-sales approach stage of the selling process, it is important for salespeople to gather information concerning expectations about the use of trade promotions, who the prospect's customers are and how the product is used, and risk factors involved in switching vendors.

Question 4

For order takers, the first step in the selling process is normally

Accepted Answer

For order takers, the first step in the selling process is normally determining customer wants since the customer initiates the sales transaction.

Question 5

The stimulus-response sales approach

Accepted Answer

The stimulus-response sales approach uses specific statements to solicit specific responses from customers, and is used frequently for telemarketing sales.

Question 6

The needs-satisfaction sales approach

Accepted Answer

The needs-satisfaction sales approach focuses on identifying the customer's needs and then offering solutions that fulfill those needs, making it a customer-centric strategy.

Question 7

The problem-solution sales approach

Accepted Answer

The problem-solution sales approach requires the salesperson to analyze the prospect's operation and offer a viable solution to the problem being faced.

Question 8

The mission-sharing sales approach

Accepted Answer

The mission-sharing sales approach involves two organizations collaborating by developing a common mission and sharing resources to achieve that mission.

Question 9

The _____ sales approach is sometimes referred to as the canned sales approach.

Accepted Answer

The stimulus-response sales approach is sometimes referred to as the canned sales approach because it is often memorized and follows a pre-written script.

Question 10

Dexter works for Midwest Microsystems Inc. as an outbound telemarketer. The sales approach he is most likely to use when making cold sales calls would be the _____ sales approach.

Accepted Answer

Dexter works for Midwest Microsystems Inc. as an outbound telemarketer. The sales approach he is most likely to use when making cold sales calls would be the stimulus-response sales approach since it contains a pre-written script that can be used.

Question 11

Robin works as an inbound telemarketer for a manufacturer of store fixtures. She handles telephone inquiries by retailers and other channel members. Since each situation is different, it is important for Robin to ask questions. Robin would most likely use the _____ sales approach.

Accepted Answer

Robin works as an inbound telemarketer for a manufacturer of store fixtures. She handles telephone inquiries by retailers and other channel members. Since each situation is different, it is important for Robin to ask questions. Robin would most likely use the need-satisfaction sales approach because she needs to discover each person's need in order to provide a feasible solution.

Question 12

If an engineer is part of the selling team because the prospect is not sure what is needed, the best selling approach would be

Accepted Answer

If an engineer is part of the selling team because the prospect is not sure what is needed, the best selling approach would be problem-solution since part of the selling process is to help the customer define and understand the problem that is being faced by the prospect.

Question 13

For lower level transaction-type seller-buyer dyads, the most common selling approaches would be

Accepted Answer

For transaction-type seller-buyer dyads, the most common selling approaches would be stimulus response and need-satisfaction since there is not a long-term commitment or relationship between the buyer and seller.

Question 14

For higher level transaction-type seller-buyer dyads, such as trust relationships and strategic partnerships, the most common selling approaches would be

Accepted Answer

For higher level transaction-type seller-buyer dyads, such as trust relationships and strategic partnerships, the most common selling approaches would be problem-solution and mission-sharing because the goal is to develop a relationship with the customer as solutions are provided.

Question 15

To an objection, a salesperson replies, "We produce all of the models you need, and we will make sure they meet your specifications." The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

The salesperson is directly addressing the objection by assuring the customer that their needs and specifications will be met, which is a direct answer approach.

Question 16

To an objection, a salesperson replies, "I understand your concern, and it is legitimate." Without responding to the objection, the salesperson continues the sales presentation. The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

To an objection, a salesperson replies, "I understand your concern, and it is legitimate." Without responding to the objection, the salesperson continues the sales presentation. The salesperson is using a nondispute approach to meeting the objection since the salesperson does not dispute or answer the objection raised.

Question 17

To an objection, a salesperson replies, "I understand your concern, but let me show you all of the models we offer and how we go about ensuring they will meet your specifications." The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

To an objection, a salesperson replies, "I understand your concern, but let me show you all of the models we offer and how we go about ensuring they will meet your specifications." The salesperson is using an offset approach to meeting the objection because the objection is being offset by offering another model that meets the customer's objections.

Question 18

To an objection, a salesperson replies, "Somebody gave you incorrect information. We can supply every model you use in your business, and we can meet your specifications. I am confident that our product is of superior quality to the ones you are currently using." The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

To an objection, a salesperson replies, "Somebody gave you incorrect information. We can supply every model you use in your business, and we can meet your specifications. I am confident that our product is of superior quality to the ones you are currently using." The salesperson is using a dispute approach to meeting the objection because the objection is being directly disputed by the salesperson.

Question 19

To an objection, a salesperson replies, "Since this particular model does not offer the features you need, let me show you a different model. It has all of the features you want and will meet your specifications." The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

To an objection, a salesperson replies, "Since this particular model does not offer the features you need, let me show you a different model. It has all of the features you want and will meet your specifications." The salesperson is using a comparative-item approach to meeting the objection since an alternative product is being shown.

Question 20

To an objection, a salesperson replies, "I understand you cannot afford this model right now, but with what your competitors have just introduced, you cannot afford not to switch immediately. Any delay will cost you sales and market share, to your primary competitor." The salesperson is using a(n) _____ approach to meeting the objection.

Accepted Answer

To an objection, a salesperson replies, "I understand you cannot afford this model right now, but with what your competitors have just introduced, you cannot afford not to switch immediately. Any delay will cost you sales and market share, to your primary competitor." The salesperson is using a turn-around (boomerang) approach to meeting the objection as the salesperson turns the objection into the very reason a purchase needs to be made.

Quiz 16: Personal Selling, Databases, and Direct Marketing