Management of a Sales Force 12th Ed by Rosan Spiro – Test Bank

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Management of a Sales Force 12th Ed by Rosan Spiro

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Management of a Sales Force 12th Ed by Rosan Spiro – Test Bank

 

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Sample Questions

 

 

c3

Student: ___________________________________________________________________________

  1. Analysis of sales leads is the sole responsibility of the Marketing Department.
    True    False

 

  1. Telemarketing is an effective tool to help salespeople identify and qualify customers.
    True    False

 

  1. Networking by the salesperson accounts for nearly two-thirds of sales leads.
    True    False

 

  1. Pre-call planning includes all the information gathering activities which salespeople perform to learn relevant facts about the prospects and their needs and situation.
    True    False

 

  1. Company files are a good source of information on current customers, but are not reliable for past customers.
    True    False

 

  1. The most important part of planning the sales presentation is structuring it to ensure a sales result.
    True    False

 

  1. The sales approach is the step in the sales process immediately before qualifying leads.
    True    False

 

  1. Once set in motion, a sales plan should not be changed.
    True    False

 

  1. To increase the chance that the salesperson will have the full attention of the buyer during the meeting, an appointment is recommended.
    True    False

 

  1. The approach is the make-or-break part of the presentation – if it goes poorly, the salesperson does not get a chance to give a presentation.
    True    False

 

  1. The key to need assessment is effective one-way communication from the salesperson to the customer.
    True    False

 

  1. A laid-back approach in product demonstration has been proven most effective.
    True    False

 

  1. Providing a summary of benefits is a common method of closing sales.
    True    False

 

  1. Prepared sales presentations (e.g., “canned” sales talk) have several advantages over the creation of a new and unique presentation for each customer.
    True    False

 

  1. “Canned” presentations are designed to eliminate the individual/unique personality of reps, therefore eliminating errors in presentation as a whole.
    True    False

 

  1. If a planned presentation does not effectively use the customer’s jargon, the customer often asks the language to be adjusted to their industry standard.
    True    False

 

  1. The key to successful selling is the believability of the presentation.
    True    False

 

  1. Typically, salespeople spend over 95 percent of their time on the steps of the sales process.
    True    False

 

  1. “How do the maintenance problems affect your operations” is a situational type of question.
    True    False

 

  1. Which of the following is not one of the eight steps of the sales process?
    A. Approach.
    B. Meeting objectives.
    C. Needs assessment.
    D. Networking.
    E. All of these are steps.

 

  1. Place the following steps of the sales process in order.
    A. Preapproach, Prospecting, Presentation, Gaining commitment.
    B. Gaining commitment, Preapproach, Presentation, Prospecting.
    C. Presentation, Preapproach, Prospecting, Gaining commitment.
    D. Prospecting, Preapproach, Presentation, Gaining commitment.

 

  1. Place the following steps of the sales process in order.
    A. Meeting Objections, Need Assessment, Approach, Follow-up.
    B. Approach, Need Assessment, Meeting Objections, Follow-up.
    C. Need Assessment, Meeting Objections, Approach, Follow-up.
    D. Follow-up, Meeting Objections, Need Assessment, Approach.

 

  1. Which of these is not a condition for qualifying leads?
    A. The customer can afford to buy the product.
    B. The customer had bought the product within the past 12 months.
    C. The customer has a need for the products being sold.
    D. The customer is receptive to being called upon by the salesperson.
    E. All of these are conditions for qualifying leads.

 

  1. Which of the following is a necessary condition of lead qualification?
    A. You need the customer to buy the product in order to make a sales quota.
    B. The customer has a defined need for the product or service.
    C. You enjoy going to the client’s office to make sales presentations.
    D. The office next to your client’s may also have an interest in your product.
    E. The customer is growing in size.

 

  1. Which of the following is the most effective prospecting strategy?
    A. Conducting a marketing research on the psychographic profile of the target customers.
    B. Getting referrals from the customers.
    C. Making cold calls.
    D. The Internet.
    E. Networking by the salesperson.

 

  1. Identifying the decision-maker for a purchase is a typical example of which stage of the sales process?
    A. Prospecting.
    B. Preapproach.
    C. Approach.
    D. Need assessment.
    E. Follow-up.

 

  1. The sales pipeline helps sales organizations:
    A. turn qualified prospects into leads.
    B. focus on developing new clients.
    C. turn customers into hot prospects.
    D. Both A and B are correct.
    E. Both B and C are correct.

 

  1. Consistent with the sales pipeline concept, a sales rep first attempts to schedule a visit with:
    A. prospects
    B. leads
    C. qualified prospects
    D. hot prospects
    E. customers

 

  1. With regard to the sales pipeline, successful sales organizations are careful:
    A. not to fill up the pipeline too early.
    B. to periodically empty the pipeline completely.
    C. keep the bottom-half full, and the top half empty.
    D. maintain a full pipeline at all times.
    E. Both A and B are correct.

 

  1. A typical information source for customer research would be:
    A. Company customer data base.
    B. Company’s suppliers and employees.
    C. Internet on-line services.
    D. Trade magazines.
    E. All of these.

 

  1. Which of the following is/are (an) appropriate benchmark(s) against which to measure the result of preapproach.
    A. Whether the salesperson has closed the deal.
    B. Better understanding on the product the salesperson is going to sell.
    C. Better understanding of the prospect’s selective criteria for the product/service provider.
    D. Whether the customer has agreed to increase increase its last order.
    E. All of these.

 

  1. Which of the following is a valid information source for customer research?
    A. Internet.
    B. Dow Jones News Retrieval.
    C. LexisNexis
    D. Dialog.
    E. All of these are sources.

 

  1. After creating sales call objectives during the preapproach, salespeople often alter their initial plans during the face-to-face meeting with the customer. This is:
    A. always a mistake.
    B. known as adaptive selling.
    C. the process of identifying leads.
    D. why a canned sales talk is preferred.
    E. Both A and D are correct.

 

  1. Which of the following is an element of the approach?
    A. Making appointments with the prospect.
    B. Identifying the decision-maker for the purchasing decision.
    C. Conducting competitive analysis on one’s own product.
    D. Following-up after the sale.
    E. None of these.

 

  1. Which of the following is not the purpose of prospecting?
    A. Finding customers who have needs similar to the product offerings.
    B. Learning whether the target customers have needs for the product.
    C. Learning about the determinants for the prospect’s purchasing decision.
    D. Networking with existing customers.
    E. Learning names of customers who can afford the product.

 

  1. Which of the following is a Needs Assessment type of question?
    A. Situational
    B. Problem discovery
    C. Problem impact
    D. Confirmatory
    E. All of these.

 

  1. A trial close is most similar to:
    A. a special offer close
    B. a canned sales talk
    C. a procrastinating objection.
    D. a confirmatory question.
    E. a hot prospect.

 

  1. Which is not a situational question?
    A. How often do you change the wire felt in your paper processors?
    B. How do these maintenance problems affect operations?
    C. Who makes purchasing decisions in your company?
    D. How many yards of wire felt do you keep on hand?
    E. All of these (are situational questions).

 

  1. How often do you change those filters?
    A. Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

  1. Do you have to order far in advance of need to ensure the product is here when you need it?
    A. Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

  1. What percentages of the filters you install are defective?
    A. Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

  1. (Taking an example from history) If you reduce the amount of soldering used on those barrels of crude oil, how much would that save you?
    A. Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

  1. If I could provide evidence that reduction of solder points from 40 down to 38 would not hamper production, output or product quality as well as increase profits, would you be interested?
    A. Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

  1. “How much inventory of this product do you carry?” is an example of:
    A. Problem discovery question.
    B. Confirmatory question.
    C. Problem impact question.
    D. Solution value question.
    E. Situational question.

 

  1. “How many working hours are lost when your employees are using the existing low-speed copier?” The above question is a:
    A. Problem discovery question.
    B. Solution value question.
    C. Problem impact question.
    D. Confirmatory question.
    E. None of these.

 

  1. According to study cited in the text, the most successful salespeople are those who spend less time on _________________ questions, and more time on the other question types.
    A. Problem discovery.
    B. Situational.
    C. Confirmatory.
    D. Problem impact.
    E. Solution value.

 

  1. When not understanding what the rep is talking about, customers:
    A. seldom admit it.
    B. readily admit their ignorance.
    C. need more more industry jargon.
    D. are impressed with the sales rep’s intelligence.
    E. Two of the above are correct.

 

  1. The three key areas of emphasis in any sales presentation are:
    A. Advantages, Price, and Features.
    B. Features, Advantages, and Benefits.
    C. Benefits, Price, and Advantages.
    D. Features, Benefits, and Price.
    E. None of these.

 

  1. Which of the following is a product advantage?
    A. This deodorant lasts over 120 days.
    B. This car comes with a 50,000 miles warranty.
    C. This oven has a built-in temperature regulator.
    D. This detergent gives you faster cleaning.
    E. None of these.

 

  1. What is the best strategy to cope with procrastinating objections?
    A. Ask for a commitment for an action which moves the sales forward.
    B. Cut the price.
    C. Try to figure out the hidden motive of the prospect and point that out.
    D. Solicit an expert opinion.
    E. None of these.

 

  1. When customers have an objection, the rep should:
    A. ignore the objection.
    B. repeat and clarify the objection.
    C. respect the buyer’s concern.
    D. artfully dance around the objection.
    E. Two of the above are correct.

 

  1. An example of a procrastinating objection is:
    A. Let me think about it a while.
    B. I have to talk it over with my boss.
    C. I have to wait until the next budget cycle.
    D. I have some other reps to talk to before I make a decision.
    E. All of these.

 

  1. Hidden objections (by customers) are:
    A. rare.
    B. common.
    C. almost impossible to uncover.
    D. Both A and C are correct.
    E. Both B and C are correct.

 

  1. A prospect who is not interested in buying:
    A. seldom raises any objections.
    B. most commonly makes procrastinating objections.
    C. most commonly makes value objections.
    D. is a hot prospect.
    E. None of these.

 

  1. Proof-providing tactics for meeting product objections include:
    A. Product brochures.
    B. Reassurance from the salesperson.
    C. Case histories.
    D. Interjections during the presentation from other salespeople.
    E. None of these.

 

  1. The best tactic for meeting hidden objections is:
    A. Use of corporate espionage to anticipate these objections.
    B. Keep the prospect talking.
    C. Use the objections from other sales presentations and include this information in the presentation, dispelling the objections before the client can raise them.
    D. More pre-call planning.
    E. If they are hidden, you cannot meet them.

 

  1. Which is part of the process of meeting objectives?
    A. Keep presentation moving.
    B. Present wealth of information to meet objectives before client can raise them
    C. Respect buyer’s concern.
    D. If nobody speaks, there are no objections, you’ve given an excellent presentation.
    E. The ABC technique (i.e., Always Be Closing).

 

  1. To close the sales of a complex business product,
    A. the sales rep typically must make multiple sales calls.
    B. the assumptive close tends to be best.
    C. the sales rep must be careful to not ask for a commitment.
    D. the sales rep must be aggressive with high-pressure selling.
    E. the sales rep is advised to pass this responsibility on to an operational-level employee.

 

  1. What is the best way to deal with the prospect’s objection about price?
    A. Comparing the price to money saved by using the product.
    B. Offering a discount.
    C. Comparing the price to competitor’s offer.
    D. Agreeing with the prospect’s opinion.
    E. Using an assumptive-close technique.

 

  1. “So when can I deliver that?” – when asked before the prospect has committed – is a(n):
    A. ABC question.
    B. Assumptive close.
    C. Summary close.
    D. Special-offer close.
    E. Problem-impact question.

 

  1. Which of the following is a common sales close?
    A. Humbling.
    B. Summation.
    C. Begging.
    D. The presentation never closes until your relationship with the client is ended.
    E. None of these.

 

  1. Concepts of relationship marketing have lead sales organization to de-emphasize ___________________; and instead, focus more on ___________________ .
    A. product presentation; meeting objections.
    B. follow-up; closing.
    C. pre-call planning; gaining commitment.
    D. need assessment; qualifying leads.
    E. prospecting; follow-up.

 

 

 

c3 Key

  1. Analysis of sales leads is the sole responsibility of the Marketing Department.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #1
 

  1. Telemarketing is an effective tool to help salespeople identify and qualify customers.
    TRUE

 

Difficulty: Easy
Spiro – Chapter 003 #2
 

  1. Networking by the salesperson accounts for nearly two-thirds of sales leads.
    FALSE

 

Difficulty: Medium
Spiro – Chapter 003 #3
 

  1. Pre-call planning includes all the information gathering activities which salespeople perform to learn relevant facts about the prospects and their needs and situation.
    TRUE

 

Difficulty: Medium
Spiro – Chapter 003 #4
 

  1. Company files are a good source of information on current customers, but are not reliable for past customers.
    FALSE

 

Difficulty: Medium
Spiro – Chapter 003 #5
 

  1. The most important part of planning the sales presentation is structuring it to ensure a sales result.
    FALSE

 

Difficulty: Medium
Spiro – Chapter 003 #6
 

  1. The sales approach is the step in the sales process immediately before qualifying leads.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #7
 

  1. Once set in motion, a sales plan should not be changed.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #8
 

  1. To increase the chance that the salesperson will have the full attention of the buyer during the meeting, an appointment is recommended.
    TRUE

 

Difficulty: Easy
Spiro – Chapter 003 #9
 

  1. The approach is the make-or-break part of the presentation – if it goes poorly, the salesperson does not get a chance to give a presentation.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #10
 

  1. The key to need assessment is effective one-way communication from the salesperson to the customer.
    FALSE

 

Difficulty: Medium
Spiro – Chapter 003 #11
 

  1. A laid-back approach in product demonstration has been proven most effective.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #12
 

  1. Providing a summary of benefits is a common method of closing sales.
    TRUE

 

Difficulty: Easy
Spiro – Chapter 003 #13
 

  1. Prepared sales presentations (e.g., “canned” sales talk) have several advantages over the creation of a new and unique presentation for each customer.
    TRUE

 

Difficulty: Easy
Spiro – Chapter 003 #14
 

  1. “Canned” presentations are designed to eliminate the individual/unique personality of reps, therefore eliminating errors in presentation as a whole.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #15
 

  1. If a planned presentation does not effectively use the customer’s jargon, the customer often asks the language to be adjusted to their industry standard.
    FALSE

 

Difficulty: Easy
Spiro – Chapter 003 #16
 

  1. The key to successful selling is the believability of the presentation.
    TRUE

 

Difficulty: Easy
Spiro – Chapter 003 #17
 

  1. Typically, salespeople spend over 95 percent of their time on the steps of the sales process.
    TRUE

 

Difficulty: Medium
Spiro – Chapter 003 #18
 

  1. “How do the maintenance problems affect your operations” is a situational type of question.
    FALSE

 

Difficulty: Medium
Spiro – Chapter 003 #19
 

  1. Which of the following is not one of the eight steps of the sales process?
    A.Approach.
    B. Meeting objectives.
    C. Needs assessment.
    D. Networking.
    E. All of these are steps.

 

Difficulty: Medium
Spiro – Chapter 003 #20
 

  1. Place the following steps of the sales process in order.
    A.Preapproach, Prospecting, Presentation, Gaining commitment.
    B. Gaining commitment, Preapproach, Presentation, Prospecting.
    C. Presentation, Preapproach, Prospecting, Gaining commitment.
    D. Prospecting, Preapproach, Presentation, Gaining commitment.

 

Difficulty: Medium
Spiro – Chapter 003 #21
 

  1. Place the following steps of the sales process in order.
    A.Meeting Objections, Need Assessment, Approach, Follow-up.
    B. Approach, Need Assessment, Meeting Objections, Follow-up.
    C. Need Assessment, Meeting Objections, Approach, Follow-up.
    D. Follow-up, Meeting Objections, Need Assessment, Approach.

 

Difficulty: Medium
Spiro – Chapter 003 #22
 

  1. Which of these is not a condition for qualifying leads?
    A.The customer can afford to buy the product.
    B. The customer had bought the product within the past 12 months.
    C. The customer has a need for the products being sold.
    D. The customer is receptive to being called upon by the salesperson.
    E. All of these are conditions for qualifying leads.

 

Difficulty: Medium
Spiro – Chapter 003 #23
 

  1. Which of the following is a necessary condition of lead qualification?
    A.You need the customer to buy the product in order to make a sales quota.
    B. The customer has a defined need for the product or service.
    C. You enjoy going to the client’s office to make sales presentations.
    D. The office next to your client’s may also have an interest in your product.
    E. The customer is growing in size.

 

Difficulty: Hard
Spiro – Chapter 003 #24
 

  1. Which of the following is the most effective prospecting strategy?
    A.Conducting a marketing research on the psychographic profile of the target customers.
    B. Getting referrals from the customers.
    C. Making cold calls.
    D. The Internet.
    E. Networking by the salesperson.

 

Difficulty: Medium
Spiro – Chapter 003 #25
 

  1. Identifying the decision-maker for a purchase is a typical example of which stage of the sales process?
    A.Prospecting.
    B. Preapproach.
    C. Approach.
    D. Need assessment.
    E. Follow-up.

 

Difficulty: Medium
Spiro – Chapter 003 #26
 

  1. The sales pipeline helps sales organizations:
    A.turn qualified prospects into leads.
    B. focus on developing new clients.
    C. turn customers into hot prospects.
    D. Both A and B are correct.
    E. Both B and C are correct.

 

Difficulty: Medium
Spiro – Chapter 003 #27
 

  1. Consistent with the sales pipeline concept, a sales rep first attempts to schedule a visit with:
    A.prospects
    B. leads
    C. qualified prospects
    D. hot prospects
    E. customers

 

Difficulty: Easy
Spiro – Chapter 003 #28
 

  1. With regard to the sales pipeline, successful sales organizations are careful:
    A.not to fill up the pipeline too early.
    B. to periodically empty the pipeline completely.
    C. keep the bottom-half full, and the top half empty.
    D. maintain a full pipeline at all times.
    E. Both A and B are correct.

 

Difficulty: Easy
Spiro – Chapter 003 #29
 

  1. A typical information source for customer research would be:
    A.Company customer data base.
    B. Company’s suppliers and employees.
    C. Internet on-line services.
    D. Trade magazines.
    E. All of these.

 

Difficulty: Medium
Spiro – Chapter 003 #30
 

  1. Which of the following is/are (an) appropriate benchmark(s) against which to measure the result of preapproach.
    A.Whether the salesperson has closed the deal.
    B. Better understanding on the product the salesperson is going to sell.
    C. Better understanding of the prospect’s selective criteria for the product/service provider.
    D. Whether the customer has agreed to increase increase its last order.
    E. All of these.

 

Difficulty: Hard
Spiro – Chapter 003 #31
 

  1. Which of the following is a valid information source for customer research?
    A.Internet.
    B. Dow Jones News Retrieval.
    C. LexisNexis
    D. Dialog.
    E. All of these are sources.

 

Difficulty: Medium
Spiro – Chapter 003 #32
 

  1. After creating sales call objectives during the preapproach, salespeople often alter their initial plans during the face-to-face meeting with the customer. This is:
    A.always a mistake.
    B. known as adaptive selling.
    C. the process of identifying leads.
    D. why a canned sales talk is preferred.
    E. Both A and D are correct.

 

Difficulty: Medium
Spiro – Chapter 003 #33
 

  1. Which of the following is an element of the approach?
    A.Making appointments with the prospect.
    B. Identifying the decision-maker for the purchasing decision.
    C. Conducting competitive analysis on one’s own product.
    D. Following-up after the sale.
    E. None of these.

 

Difficulty: Medium
Spiro – Chapter 003 #34
 

  1. Which of the following is not the purpose of prospecting?
    A.Finding customers who have needs similar to the product offerings.
    B. Learning whether the target customers have needs for the product.
    C. Learning about the determinants for the prospect’s purchasing decision.
    D. Networking with existing customers.
    E. Learning names of customers who can afford the product.

 

Difficulty: Easy
Spiro – Chapter 003 #35
 

  1. Which of the following is a Needs Assessment type of question?
    A.Situational
    B. Problem discovery
    C. Problem impact
    D. Confirmatory
    E. All of these.

 

Difficulty: Medium
Spiro – Chapter 003 #36
 

  1. A trial close is most similar to:
    A.a special offer close
    B. a canned sales talk
    C. a procrastinating objection.
    D. a confirmatory question.
    E. a hot prospect.

 

Difficulty: Medium
Spiro – Chapter 003 #37
 

  1. Which is not a situational question?
    A.How often do you change the wire felt in your paper processors?
    B. How do these maintenance problems affect operations?
    C. Who makes purchasing decisions in your company?
    D. How many yards of wire felt do you keep on hand?
    E. All of these (are situational questions).

 

Difficulty: Hard
Spiro – Chapter 003 #38
 

  1. How often do you change those filters?
    A.Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

Difficulty: Hard
Spiro – Chapter 003 #39
 

  1. Do you have to order far in advance of need to ensure the product is here when you need it?
    A.Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

Difficulty: Hard
Spiro – Chapter 003 #40
 

  1. What percentages of the filters you install are defective?
    A.Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

Difficulty: Hard
Spiro – Chapter 003 #41
 

  1. (Taking an example from history) If you reduce the amount of soldering used on those barrels of crude oil, how much would that save you?
    A.Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

Difficulty: Hard
Spiro – Chapter 003 #42
 

  1. If I could provide evidence that reduction of solder points from 40 down to 38 would not hamper production, output or product quality as well as increase profits, would you be interested?
    A.Is a problem discovery question.
    B. Is a situational question.
    C. Is a solution value question.
    D. Is a problem impact question.
    E. Is a confirmatory question.

 

Difficulty: Hard
Spiro – Chapter 003 #43
 

  1. “How much inventory of this product do you carry?” is an example of:
    A.Problem discovery question.
    B. Confirmatory question.
    C. Problem impact question.
    D. Solution value question.
    E. Situational question.

 

Difficulty: Hard
Spiro – Chapter 003 #44
 

  1. “How many working hours are lost when your employees are using the existing low-speed copier?” The above question is a:
    A.Problem discovery question.
    B. Solution value question.
    C. Problem impact question.
    D. Confirmatory question.
    E. None of these.

 

Difficulty: Hard
Spiro – Chapter 003 #45
 

  1. According to study cited in the text, the most successful salespeople are those who spend less time on _________________ questions, and more time on the other question types.
    A.Problem discovery.
    B. Situational.
    C. Confirmatory.
    D. Problem impact.
    E. Solution value.

 

Difficulty: Hard
Spiro – Chapter 003 #46
 

  1. When not understanding what the rep is talking about, customers:
    A.seldom admit it.
    B. readily admit their ignorance.
    C. need more more industry jargon.
    D. are impressed with the sales rep’s intelligence.
    E. Two of the above are correct.

 

Difficulty: Medium
Spiro – Chapter 003 #47
 

  1. The three key areas of emphasis in any sales presentation are:
    A.Advantages, Price, and Features.
    B. Features, Advantages, and Benefits.
    C. Benefits, Price, and Advantages.
    D. Features, Benefits, and Price.
    E. None of these.

 

Difficulty: Medium
Spiro – Chapter 003 #48
 

  1. Which of the following is a product advantage?
    A.This deodorant lasts over 120 days.
    B. This car comes with a 50,000 miles warranty.
    C. This oven has a built-in temperature regulator.
    D. This detergent gives you faster cleaning.
    E. None of these.

 

Difficulty: Medium
Spiro – Chapter 003 #49
 

  1. What is the best strategy to cope with procrastinating objections?
    A.Ask for a commitment for an action which moves the sales forward.
    B. Cut the price.
    C. Try to figure out the hidden motive of the prospect and point that out.
    D. Solicit an expert opinion.
    E. None of these.

 

Difficulty: Hard
Spiro – Chapter 003 #50
 

  1. When customers have an objection, the rep should:
    A.ignore the objection.
    B. repeat and clarify the objection.
    C. respect the buyer’s concern.
    D. artfully dance around the objection.
    E. Two of the above are correct.

both B & C are correct

 

Difficulty: Easy
Spiro – Chapter 003 #51
 

  1. An example of a procrastinating objection is:
    A.Let me think about it a while.
    B. I have to talk it over with my boss.
    C. I have to wait until the next budget cycle.
    D. I have some other reps to talk to before I make a decision.
    E. All of these.

 

Difficulty: Easy
Spiro – Chapter 003 #52
 

  1. Hidden objections (by customers) are:
    A.rare.
    B. common.
    C. almost impossible to uncover.
    D. Both A and C are correct.
    E. Both B and C are correct.

 

Difficulty: Medium
Spiro – Chapter 003 #53
 

  1. A prospect who is not interested in buying:
    A.seldom raises any objections.
    B. most commonly makes procrastinating objections.
    C. most commonly makes value objections.
    D. is a hot prospect.
    E. None of these.

 

Difficulty: Easy
Spiro – Chapter 003 #54
 

  1. Proof-providing tactics for meeting product objections include:
    A.Product brochures.
    B. Reassurance from the salesperson.
    C. Case histories.
    D. Interjections during the presentation from other salespeople.
    E. None of these.

 

Difficulty: Medium
Spiro – Chapter 003 #55
 

  1. The best tactic for meeting hidden objections is:
    A.Use of corporate espionage to anticipate these objections.
    B. Keep the prospect talking.
    C. Use the objections from other sales presentations and include this information in the presentation, dispelling the objections before the client can raise them.
    D. More pre-call planning.
    E. If they are hidden, you cannot meet them.

 

Difficulty: Medium
Spiro – Chapter 003 #56
 

  1. Which is part of the process of meeting objectives?
    A.Keep presentation moving.
    B. Present wealth of information to meet objectives before client can raise them
    C. Respect buyer’s concern.
    D. If nobody speaks, there are no objections, you’ve given an excellent presentation.
    E. The ABC technique (i.e., Always Be Closing).

 

Difficulty: Medium
Spiro – Chapter 003 #57
 

  1. To close the sales of a complex business product,
    A.the sales rep typically must make multiple sales calls.
    B. the assumptive close tends to be best.
    C. the sales rep must be careful to not ask for a commitment.
    D. the sales rep must be aggressive with high-pressure selling.
    E. the sales rep is advised to pass this responsibility on to an operational-level employee.

 

Difficulty: Medium
Spiro – Chapter 003 #58
 

  1. What is the best way to deal with the prospect’s objection about price?
    A.Comparing the price to money saved by using the product.
    B. Offering a discount.
    C. Comparing the price to competitor’s offer.
    D. Agreeing with the prospect’s opinion.
    E. Using an assumptive-close technique.

 

Difficulty: Medium
Spiro – Chapter 003 #59
 

  1. “So when can I deliver that?” – when asked before the prospect has committed – is a(n):
    A.ABC question.
    B. Assumptive close.
    C. Summary close.
    D. Special-offer close.
    E. Problem-impact question.

 

Difficulty: Medium
Spiro – Chapter 003 #60
 

  1. Which of the following is a common sales close?
    A.Humbling.
    B. Summation.
    C. Begging.
    D. The presentation never closes until your relationship with the client is ended.
    E. None of these.

 

Difficulty: Medium
Spiro – Chapter 003 #61
 

  1. Concepts of relationship marketing have lead sales organization to de-emphasize ___________________; and instead, focus more on ___________________ .
    A.product presentation; meeting objections.
    B. follow-up; closing.
    C. pre-call planning; gaining commitment.
    D. need assessment; qualifying leads.
    E. prospecting; follow-up.

 

Difficulty: Hard
Spiro – Chapter 003 #62
 

 

 

c3 Summary

Category # of Questions
Difficulty: Easy 18
Difficulty: Hard 13
Difficulty: Medium 31
Spiro – Chapter 003 62

 

 

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