66.Effective salespeople anticipate and handle

A.external environmental changes.

B.corporate takeovers.

C.buyers' reservations about the product.

D.role playing conflict.

E.supply chain problems.

67.Often the best way to handle customers' reservations is to relax, listen, and

A.reassess your preapproach strategy.

B.consider outsourcing.

C.immediately call your sales support team.

D.ask questions to clarify the issues.

E.reevaluate your expected order.

68.Mohinder sells small-business health insurance programs, working on straight commission. Closing the sale is an extremely stressful point in the selling process for him. If he does not close the sale, the most likely outcome will be

A.his quota will be increased.

B.he will generate no income.

C.his quota will be lowered.

D.his bonus will not exceed his commission.

E.he will get a salary reduction.

69.For salespeople who practice __________, an unsuccessful close one day may lay the groundwork for a successful close during the next meeting.

A.role playing

B.sales support promotion

C.relationship selling

D.delayed preapproach

E.transactional selling

70.Studies have found that customers are typically ready to make a purchase decision well before salespeople attempt to close the sale. Salespeople can learn when to close the sale by

A.listening to customers and paying attention to their body language.

B.keeping accurate records regarding how long it took to close sales in the past.

C.asking sales personnel to estimate the average time before customers are ready to close.

D.using the same selling process for all customers.

E.monitoring and mimicking the closing process used by their sales managers.

71.In the selling process, the saying, "It ain't over till it's over," refers to the __________ stage of the process.

A.generating and qualifying leads

B.preapproach

C.sales presentation

D.closing the sale

E.follow-up

72.The __________ stage of the selling process offers a prime opportunity for salespeople to solidify customer relationships through great service quality.

A.generating and qualifying leads

B.follow-up

C.sales presentation

D.closing the sale

E.preapproach

73.The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ____________, delivering the right services the right way.

A.reliability

B.responsiveness

C.assurance

D.empathy

E.tangibles

74.The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to be ____________, quickly addressing any problems that occur.

A.reliable

B.responsive

C.assuring

D.empathic

E.tangible

75.The attitudes that Ryan's customers develop after they have purchased his yearly lawn care service will become the basis for determining whether they renew each year. He needs to convey ____________ by guaranteeing his work in writing.

A.reliability

B.responsiveness

C.assurance

D.empathy

E.tangibles