1. In which stage of the sales process do most experienced salespersons close the deal? A. immediately after the presentation B. directly after the follow-up OC. during the pre-approach OD. directly after the pre-approach E. after buying signals have been erased 2. The prospect asks a person from a neighbouring office to come in and asks what she thinks about your proposition. In what stage of the buying process is the prospect likely in? A. attention stage B. interest stage C. desire stage OD. conviction stage E. action stage 3. The prospect begins to review the purchase contract and starts to ask detailed questions about the product's warranty and how long will it take for the product to be delivered. What should the salesperson do next? A. Don't ask for the order yet, go back to your FABS B. Ask for the order now! OC. Answer the questions and ask for the business OD. Answer the questions and continue with your planned sales presentation OE. All of these choices are correct. 4. While working with a customer at your weekend job at a plant nursery, * you notice he is closely examining a garden cart, closely measuring the dimensions of the cart and contents. What is this customer indicating to the salesperson? A. he is prospecting OB. he would prefer to be left alone C. you are receiving a buying signal OD. it's a good time to attempt a boomerang close E. none of these choices are correct 4 5. Which of these conditions are perfect opportunities to use a trial close? * OA. after an important FAB is described B. after successfully addressing an objection OC. immediately after mentioning an important product feature OD. when the salesperson requires some element of feedback from the prospect E. all of these choices are correct 6. Which of the following is/are NOT correct description(s) of the acronym SELL? OA. S-show the feature OB. E-engage the prospect C. L-lead into benefit(s) OD. L-let the customer speak E. All of these choices are correct 7. Which of the following describes a good time to use a trial close? 7. Which of the following describes a good time to use a trial close? * OA. during the prospecting stage B. immediately after the introduction C. after answering an objection D. immediately after closing the sale E. all of these describe good times to use a trial close 8. Marjorie has just answered a question about her product's limited warranty. Which of the following statements would deal best with any other underlying objections? A. "Now that we have addressed the warranty issue to your satisfaction, is there anything else that would prevent you from moving forward with an order?" B. "Now that I have addressed your question, let me tell you about some of the great features of this product!" C. "Now that I have addressed your question - let me tell you about our low prices." D. "Now that I have addressed your question, let me tell you about some of the products' benefits." QcwhUzOYbDjHAME02AZosbG7Wz3D26iuhG7Ab3JQ5n440Ag/formResponse 9. Which of the following is the best example of a proper trial close performed by a salesperson selling to a buyer at the head office of a large drug store chain? OA. "Is that something your customers would be interested in?" B. "How important is just-in-time delivery for you?" C. "Is this larger 750 gram size something that you would want?" OD. "Do our order lead times seem realistic to you?" OE 'How does that sound?" 10. What process involves the showing of a product feature, explaining the advantage, leading into a benefit, and then letting the customer talk by asking a question? A. selling process OB. salesperson's attitude C. unprofessional presentation D. SELL sequence OE trial close 11. Maggie sells fertilizers and pesticides to hardware stores and nurseries. She works long and hard to convert prospects into customers. #31MR X Summer 22 Final Exam (Test #3 X Moet Online Test #3 (Final) x whUzOYbDjH4ME02A20sbG7Wz3D26iuhG7Ab3JQ5n440Ag/formResponse 11. Maggie sells fertilizers and pesticides to hardware stores and nurseries. She works long and hard to convert prospects into customers. After these buyers have bought from her for the first time, what should she NOT do if she wants to ensure they will buy from her in the future? OA. Keep her promises. B. Increase her account penetration. OC. Contact the account on a regular basis. D. Keep contact to no more than once per week-she does not want to come across as pushy or needy. OE. Provide all possible assistance. 12. Imagine you sell pet supplies to pet store owners. What should you do when you have converted a prospect into a customer? O O A. reduce your account penetration B. only follow up if you have something new to sell the customer C. avoid involvement in little complaints between your customer and your company's accounting D. keep your word E focus on new prospects-existing clients tend to remain with you and your company; hence, less attention should be spent on this account (Test #3) MR X Summer 22 Final Exam (Test #3) X Meet-Online Test #3 (Final) SIQcwhUzOYbDjH4ME02A20sbG7Wz3D26iuhG7Ab3JQ5n440Ag/formResponse 13. Which of the following should a salesperson do to show appreciation to a regular customer? OA. e-mail information about product modifications, deletions, or additions B. telephone immediately whenever you think of something that may help the customer solve one of his or her problems C. when you come across articles that may be of interest to your client, make them available to the customer D. send holiday or special-occasion cards E. all of these choices are correct 14. Cross-selling is a strategy that may greatly impact the performance of a salesperson. Which of the following statements about cross-selling is in fact NOT true? A. Most customers will get irritated when you attempt to cross-sell. OB. In order to effectively cross-sell, you must know your products. C. In order to effectively cross-sell, you must know your client's business. OD. Make it easy for the customer to say no. E. All of these choices are correct 15. Obviously in a bad mood, Robert comes to you seeking your advice. He Ei F Summer 22 xam x of Her CheeWF 15. Obviously in a bad mood, Robert comes to you seeking your advice. He just lost a large account and does not know why. He asks you for your insights given your status in the company as a very successful salesperson. What would you tell him? A. "Robert, don't worry-there are lots of other potential customers out there B. "Robert, it was obvious they were not a good St for us move on to the next prospect" C. "Robert, welcome to the club we all have walked in your shoes-relax" D. "Robert, be professional, friendly, and contact the client to determine the reason(s) why you lost the account E. "Robert, give it time and the customer will call you back our products are the best in the industry 16. The textbook provides eight activities salespeople may do to maximize sales in an account with a retailer Which of the following is NOT one of those activities? OA do an analysis of anemony how for your clien O ensure the store never experience seckaja C fight 30 have your product doplayed in the back of the store-studies indicate that products in the back of the stone receve the most mention by stal customers Ob make sure you have a good working relationship with the retail workers Odevelop an account penetration program $7 0 EL 0 19C (Test #11 MR x Summer 22 Fmal Exam (Test X Meer-Onsite lest 3dmad X QowhUzOYbby 4ME02A20sbG7Wz3026iuh67Ab3105M40Ag/formResponse 17. According to the eight steps for increasing sales to customers, what should a professional salesperson do? OA. develop an account penetration program OB. fight for shelf space and positioning C. assist the product's users OD. assist the retailer's salespeople OE. all of these choices are correct 18. Which of the following is NOT a recommended approach for a salesperson to take if one of her customer's cancels an order and places it with the competition? OA. highlight for the customer the shortcomings of your competitor's products OB visit the customer and find out why you lost the account OC demonstrate to the customer you will try hard to get them back OD. be friendly and professional OE be persistent and keep calling 0 19. Which of the following is NOT a reason why a customer might be dissatisfied with a product? Final (Test #3) MR X Summer 22 Final Exam (Test #3 X LA Meet Online lest #3 (Final) x + QLSIQcwhUzOYbDjH4ME02A20sbG7Wz3D26iuhG7Ab3JQ5n440Ag/formResponse 19. Which of the following is NOT a reason why a customer might be dissatisfied with a product? OA. Product delivered was different model from the one ordered. B. Product not was delivered by the specified date. OC. The quantity ordered matched the quantity delivered. OD. Customer believed the product could perform a function that it cannot. E. Discounts offered by the salesperson were not given by the manufacturer. 20. What is the key role of a salesperson when handling a customer complaint? A. obtain as much relevant information from your customer as you can B. express sincere regret for the problem OC. handle the complaint quickly D. follow up to make sure the customer is satisfied E. all of these choices are correct