QUESTION 10 Salespeople should most likely make benefit statements that: cannot be matched by competitors o match the specific needs of the customer o match the needs of the typical buyer are similar in every presentation align with recent research QUESTION 11 Value reinforcement means: o getting credit for the value you create for the customer showing the customer the specific benefits of the product using bridge statements to clarify product information O using the assumptive method to close a sale O reiterating the features included with the purchase price QUESTION 12 A customer complaint should most likely be viewed as an): lost sale in the future due to customer frustration and anger O opportunity to prove the firm's commitment to service problem that will require attention in the future issue associated with a single department misperception on the part of the customer QUESTION 7 The ability to visualize an object, concept, or action not actually present is referred to as: audio-visual aids O concentration visualization Imaging mental imagery QUESTION 8 The statement, "We have always wanted to own a travel trailer like this one," is a closing clue that falls into which category? benefits requirements O questions O recognitions assumptions QUESTION 9 Which is the first step in creating a presentation objective? Obtain personal and business information to establish the customer's file. Exchange personal information with the customer to break the ice. Learn about the competition's most popular products, Focus on networking in social situations Acquire Information needed for a routing plan. QUESTION 4 A major reason for asking survey questions is to: o find out if the customer possesses a viewpoint that may hinder a sale find out if your message is getting through to the prospect qualify the prospect for making a purchase confirm that the prospect understands the basic facts about the product collect basic facts about the buyer's existing situation and problem tactic QUESTION 5 Balance of power is most likely the issue a salesperson must consider when responding to a budget limitation feel-felt-found Olet-us-split-the-difference O "if..then "sell low now, make profits later QUESTION 6 If you are familiar with your product as well as your competition's product, which method of negotiating buyer resistance is best for overcoming buyer skepticism? defamation feel-felt-found third-party testimony Indirect denial demonstration QUESTION 1 communication style most likely needs support and social acceptance from a salesperson. A buyer with a(n) directive O rational supportive o emotive O reflective QUESTION 2 An approach that goes directly to showing the product to the prospect is the referral approach question approach O product demonstration approach O survey approach O premium approach QUESTION 3 Which step in the presentation plan involves reviewing goals and making initial contact? O approach O needs identification O presentation negotiation O close