Question 1

Most door-to-door direct marketing firms use which sales presentation process?
A) standardized presentation
B) problem solution
C) needs satisfaction
D) affective response
E) both a and d above

Accepted Answer

Most door-to-door direct marketing firms use a standardized presentation process, in which the salesperson gives a scripted presentation to each potential customer, highlighting the features and benefits of the product or service being sold. This approach helps ensure that key selling points are consistently communicated and that the sales message is delivered clearly and effectively. While other sales presentation processes, such as problem solution and needs satisfaction, may be more appropriate in different contexts, the standardized presentation is often the most effective approach for door-to-door marketing.

Question 2

In the selling process, which of the following activities would occur first (before all the others):
A) answering objections.
B) determining customer needs.
C) delivering a sales presentation.
D) closing the sale.

Accepted Answer

Before delivering a sales presentation or answering objections, it is important to determine the needs of the customer. Understanding the customer's needs and wants can help tailor the sales pitch and make it more effective. Closing the sale should also come after addressing any objections, so determining customer needs should be the first step in the selling process.

Question 3

The question "Who is your current waste disposal contractor?" is an example of a__________ question.
A) feeling-finding
B) permission
C) open-ended
D) fact-finding
E) checking

Accepted Answer

The question "Who is your current waste disposal contractor?" is asking for a factual answer about a specific topic, and is therefore a fact-finding question.

Question 4

Written sales proposals should discuss which of the following?
A) reasons for changing something
B) the incentives for changing
C) confirm the confidence to invest in a solution
D) lay out the solution
E) all of the above

Accepted Answer

Written sales proposals should include all of the above elements. The proposal should outline the reasons why the potential client should consider changing, provide incentives for making that change, confirm their confidence in investing in a solution, and lay out the proposed solution. All of these elements are necessary for a comprehensive and persuasive proposal.

Question 5

"Who is your current supplier of gaskets?" is an example of a:
A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) reaction question.

Accepted Answer

This is a fact-finding question as it aims to obtain information about the supplier of gaskets. It does not seek permission, explore feelings, or check reactions.

Question 6

Establishing rapport with the buyers is most directly related to:
A) the sales person's closing technique.
B) the salesperson's introductory comments to the buyer.
C) the salesperson's follow-up servicing.
D) the salesperson's attention to detail.
E) the salesperson's ability to address important buyer concerns.

Accepted Answer

Establishing rapport with buyers starts with the salesperson's introductory comments. This sets the tone for the rest of the interaction and can make the buyer feel more comfortable with the salesperson.

Question 7

Presenting what you perceive to be a solution for a customer's problem before the customer is ready to make a purchase decision, is most likely to jeopardize the sale in which of the following types of relationships
A) transactional
B) consultative
C) enterprise
D) only b and c above
E) a, b, and c above

Accepted Answer

In consultative and enterprise relationships, understanding the customer's needs and building trust is crucial before proposing solutions. Presenting solutions too early can seem presumptuous and undermine the relationship-building process, potentially jeopardizing the sale. Transactional relationships, however, are more straightforward and less dependent on this process.

Question 8

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?
A) standardized selling model.
B) stimulus-response selling model.
C) need-satisfaction selling model.
D) problem-solution selling model.
E) both c and d above.

Accepted Answer

The problem-solution selling model involves conducting an in-depth investigation of a customer's needs before presenting a proposal to address those needs. This approach is appropriate when dealing with complex or unique solutions, which is likely the case for EDS given the length of their investigations. Standardized, stimulus-response, and need-satisfaction selling models are more appropriate for simpler products or services.

Question 9

"How do you feel about the delivery performance of your current supplier?" is an example of a:
A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) reaction question.

Accepted Answer

This question is designed to elicit the respondent's emotions or feelings about the delivery performance of their current supplier, making it a feeling-finding question.

Question 10

Written sales proposals have all of the following advantages over oral sales proposals except: A) they often help buyer-seller communications. B) they may be read and evaluated over time. C) they are less expensive and quicker to prepare. D) they lessen the chance of misunderstandings. E) all of the above are advantages of written sales proposals.

Accepted Answer

Written proposals are typically more expensive and time-consuming to prepare than oral proposals, so option C is false. The other options are advantages of written proposals, such as improved communication, reduced misunderstandings, and the ability for buyers to review and evaluate the proposal over time.

Question 11

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:
A) hand a business card to the prospect.
B) open with chit-chat.
C) introduce him or herself.
D) both a and c of the above.
E) all of the above

Accepted Answer

Both options A and C are important steps in the initial introduction to a prospect, as it establishes a professional and courteous first impression. However, opening with chit-chat may not be the most effective use of the limited time the salesperson has with the prospect, and may not demonstrate the value of the sales pitch. Therefore, the best choice would be to hand over a business card and introduce oneself in a concise and clear manner.

Question 12

Before meeting with a prospect, which of the following may be an important source of information:
A) the prospect's business facilities.
B) other salespeople.
C) current customers.
D) the internet
E) all of the above

Accepted Answer

All of the options listed can provide valuable insights into a prospect's needs, preferences, and potential challenges. Visiting the prospect's business facilities can offer a firsthand look at their operations, talking to other salespeople and current customers can provide insider perspectives, and researching on the internet can yield a broad range of information including company history, news, and industry trends.

Question 13

Common task motives for buying include:
A) better quality.
B) less output.
C) greater costs.
D) less profit.
E) more effort.

Accepted Answer

Buying for better quality is a common task motive as people often seek to upgrade or replace their current possessions with higher quality products.

Answer: B 
 Buying for less output is a common task motive as people may need to purchase goods or services that are more efficient or cost-effective in order to reduce their output or expenses.

Answer: C, D, and E 
 Greater costs, less profit, and more effort are not common task motives for buying as they indicate negative outcomes and would not typically drive someone to make a purchase.

Question 14

All the following are examples of appropriate client actions that salespeople may wish to accomplish when making a sales call, except: A) agree to meet again for lunch. B) arrange a future meeting with a previously uncontacted key buying influence. C) get a purchase order number. D) agree to supply information on historical inventory levels. E) all of the above are good examples of such actions

Accepted Answer

The answer of All the following are examples of appropriate...

Question 15

Written sales proposals have the following advantage:
A) less chance of misunderstanding because both parties do not have to rely on memory.
B) improve communication to buying or executive committees.
C) durability that allows multiple readings and evaluations.
D) both a and b above.
E) all of the above.

Accepted Answer

Written sales proposals offer several advantages, including reducing misunderstandings by providing a reference that doesn't rely on memory (A), improving communication with buying or executive committees by providing a document that can be shared and discussed (B), and offering durability for multiple readings and evaluations (C), making all of the above correct.

Question 16

Which of the following is not necessarily a good means for reducing relationship anxiety early in the sales call:
A) not smoking in front of the buyer.
B) demonstrating confidence.
C) talking about sports.
D) revealing the purpose of the sales call and its benefits.
E) none of the above.

Accepted Answer

While talking about sports may create a common ground and build rapport with the buyer, it may not necessarily address the buyer's anxieties or concerns about the sales call. It is important to focus on addressing the buyer's needs and concerns early in the sales call to establish a trusting relationship. A, B, and D are all good means for reducing relationship anxiety as they show respect, competence, and value for the buyer's time and needs.

Question 17

The main objective of a salesperson's formal presentation is:
A) to explain how the salesperson's product meets the special needs of the customer.
B) establishing rapport with the customer.
C) to minimize all other competitive products on the market.
D) to handle concerns effectively.
E) none of the above.

Accepted Answer

The main objective of a salesperson's formal presentation is to explain how the salesperson's product meets the special needs of the customer. A presentation that is tailored to the customer's needs and shows how the product can solve their specific problems is much more effective than a generic sales pitch. Establishing rapport, minimizing competitors, and handling concerns effectively are all important parts of a sales presentation, but they are secondary objectives to addressing the customer's needs.

Question 18

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a_____________ discovery question.
A) close-ended
B) permission
C) problem
D) checking
E) open-ended

Accepted Answer

The question is open-ended as it allows the respondent to provide a detailed explanation of how the new EPA regulations are affecting their purchases. It is not a closed-ended question as it does not allow for a simple yes or no answer. It is not a permission question as it does not seek permission to ask a question. It is not a problem question as it is not asking about a specific problem or issue that needs to be resolved. It is not a checking question as it does not seek to confirm or verify information.

Question 19

Most encyclopedia companies have their sales representatives use a prepared flip chart notebook and examples of their books during a sales presentation. Which type of selling method is this?
A) needs satisfaction
B) problem solution
C) standardized presentation
D) both a and c above
E) none of the above

Accepted Answer

The given selling method is Standardized Presentation because the sales representatives are using a prepared flip chart notebook and examples of their books in order to present to potential buyers in a standardized format. There is no indication of the sales representatives attempting to satisfy the needs of the customers or provide problem solutions, so options A and B are not appropriate. As a result, both A and C are not correct, and E is not correct since the selling method is described. Therefore, option C is the only correct choice.

Question 20

"May I ask you a few questions about your current manufacturing processes?" is an example of a:
A) permission question.
B) fact-finding question.
C) feeling-finding question.
D) checking question.
E) could be considered any of the above.

Accepted Answer

This is a permission question because the speaker is asking for the listener's consent or agreement to proceed with asking further questions about their manufacturing processes.

Quiz 5: Customer Interaction Management

Most door-to-door direct marketing firms use which sales presentation process?

In the selling process, which of the following activities would occur first (before all the others) :

The question "Who is your current waste disposal contractor?" is an example of a__________ question.

Written sales proposals should discuss which of the following?

"Who is your current supplier of gaskets?" is an example of a:

Establishing rapport with the buyers is most directly related to:

Presenting what you perceive to be a solution for a customer's problem before the customer is ready to make a purchase decision, is most likely to jeopardize the sale in which of the following types of relationships

EDS often must conduct a six month or longer indepth investigation of a company's information needs before presenting a proposal to address the customer's needs. EDS' sales force most likely utilizes which selling model?

"How do you feel about the delivery performance of your current supplier?" is an example of a:

Written sales proposals have all of the following advantages over oral sales proposals except:

Once a salesperson gains entry to a prospect's office, the first thing he or she should do is:

Before meeting with a prospect, which of the following may be an important source of information:

Common task motives for buying include:

All the following are examples of appropriate client actions that salespeople may wish to accomplish when making a sales call, except:

Written sales proposals have the following advantage:

Which of the following is not necessarily a good means for reducing relationship anxiety early in the sales call:

The main objective of a salesperson's formal presentation is:

The question "How are the new EPA regulations affecting your purchases of air filtering equipment?" is an example of a_____________ discovery question.

Most encyclopedia companies have their sales representatives use a prepared flip chart notebook and examples of their books during a sales presentation. Which type of selling method is this?

"May I ask you a few questions about your current manufacturing processes?" is an example of a: