Test bank for sell 6th edition thomas n ingram raymond w buddy laforge ramon a avila charles h schwe

Test Bank for SELL, 6th Edition, Thomas N. Ingram, Raymond W. (Buddy) LaForge, Ramon A. Avil

Test Bank for SELL, 6th Edition, Thomas N. Ingram, Raymond W. (Buddy) LaForge, Ramon A. Avila Charles H. Schwepker Michael R. Williams To download the complete and accurate content document, go to: https://testbankbell.com/download/test-bank-for-sell-6th-edition-thomas-n-ingram-ray mond-w-buddy-laforge-ramon-a-avila-charles-h-schwepker-michael-r-williams/

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Ch06: Planning Sales Dialogues and Presentations True / False 1. The term sales conversation is used interchangeably with sales call. a. True b. False ANSWER: False 2. Sales calls and sales dialogues are the same thing. a. True b. False ANSWER: False 3. Organized sales presentations should be tested for effectiveness, ideally with real customers, before they are implemented with the entire salesforce. a. True b. False ANSWER: False 4. Many salespeople find that canned presentations are relatively ineffective to introduce their company, to demonstrate the product, or for some other limited purpose. a. True b. False ANSWER: False 5. With multimedia sales presentations becoming more routine, written sales proposals are declining in importance. a. True b. False ANSWER: False 6. Most buyers are willing to overlook poor spelling and grammatical mistakes in a written proposal as long as the product is beneficial and affordable. a. True b. False ANSWER: False 7. Professionals who specialize in the creation of sales proposals believe that a proposal is likely to fail if it includes testimonials and endorsements about the selling company. a. True b. False ANSWER: False 8. When conducting an organized sales dialogue, a salesperson should do most of the talking. a. True b. False ANSWER: False Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations 9. In an organized sales presentation, feedback from the prospect is discouraged, and therefore this format is more likely to offend a participation-prone buyer. a. True b. False ANSWER: False 10. One reality of the organized sales presentation format is that it requires a knowledgeable salesperson who can react to questions and objections from the prospect. a. True b. False ANSWER: True 11. To engage in effective sales dialogue, salespeople assume what buyers need without asking them. a. True b. False ANSWER: False 12. Similar to canned sales presentations, sales dialogues are scripted in advance. a. True b. False ANSWER: False 13. Unless all the stages of the ADAPT process are completed, the customer value proposition will not contain enough detail to be useful. a. True b. False ANSWER: False 14. The only objective that should be included in any sales dialogue planning is to get an order. a. True b. False ANSWER: False 15. When writing preliminary customer value propositions, salespeople attempt to overcome price objections. a. True b. False ANSWER: False 16. One of the disadvantages of using customer value propositions is that they are complex and difficult to understand. a. True b. False ANSWER: False 17. Customer value propositions should be specific with respect to tangible outcomes. a. True Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations b. False ANSWER: True 18. The statement "Our product will help you increase your revenue" is an example of a good customer value proposition. a. True b. False ANSWER: False 19. In giving a reason why an appointment should be granted, a well-informed salesperson can appeal to the prospect's primary buying motive as related to one of the benefits of the salesperson's offering. a. True b. False ANSWER: True 20. When scheduling an appointment with a prospect, it is a good idea to specify the amount of time needed for the meeting. a. True b. False ANSWER: True Multiple Choice 21. A team from Quanto Technologies is engaged in an in-person meeting with a team from RealMart Inc. to discuss the purchase of computer hardware by RealMart. In this scenario, the two teams are engaged in _____. a. benchmarking b. a lockout c. suboptimization d. competitive depositioning e. a sales call ANSWER: e 22. Which of the following is a reason that salespeople must invest a significant amount of time in planning sales calls on prospective and existing customers? a. All buyers are trained as purchasing agents. b. Salespeople work mainly with a single type of buyers. c. Buyers have little time to spend on doing background checks on sellers. d. There is a shortage of information at their fingertips. e. Buyers are generally well-informed and have little time to waste.

ANSWER: e 23. Which of the following is true of a sales call? a. It takes place when a buyer and a salesperson discuss business over a phone call. b. The call takes place over a defined period of time. c. The term sales conversation is used interchangeably with sales call. d. It may take place in a seller's place of business or at a trade show.

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Ch06: Planning Sales Dialogues and Presentations e. It never takes place at a customer's place of business.

ANSWER: d 24. When planning an effective sales presentation, salespeople must: a. focus on their company's needs. b. remember to seek customer commitment before beginning with the presentation. c. list all possible benefits of their product on the slides so that they can read them out loud later. d. remember that most prospects have the same needs and expectations. e. focus on customer needs.

ANSWER: e 25. In the context of sales dialogue, which of the following activities is a part of the ADAPT process used by salespeople before making sales presentations? a. Assessing a customer's situation b. Aligning future buying behaviors for improved performance c. Providing purpose for future buying behaviors d. Developing a plan to understand customer needs e. Testing a seller's efficiency and productivity ANSWER: a 26. Before, during, and after a sale, a selling strategy must focus on: a. how a customer defines value. b. observing and measuring customer behavior or output. c. ensuring that a prospect or customer makes a purchase. d. satisfying immediate self-interests. e. a seller's efficiency and productivity.

ANSWER: a 27. In the context of planning customer encounters, which of the following requirements should salespeople fulfill to maximize the probability of a successful outcome with buyers? a. Salespeople must conduct sales communications in the right environment. b. Salespeople must be evasive in their communications with buyers. c. Salespeople must obtain customer commitment before initiating communication. d. Salespeople must prioritize immediate self-interests over buyer needs. e. Salespeople must ensure that their communication with buyers is flat and technical.

ANSWER: a 28. The sales message varies little from customer to customer in a(n) _____. a. directed sales presentation b. written sales presentation c. organized sales presentation d. canned sales presentation e. impromptu sales presentation ANSWER: d Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations 29. Which of the following sales communications formats requires the least amount of buyer involvement or input? a. A directed sales presentation b. A written sales presentation c. An adaptive sales presentation d. A canned sales presentation e. An organized sales dialogue ANSWER: d 30. _____ are sales presentations that include scripted sales calls, memorized presentations, and automated presentations a. Persuasive sales proposals b. Formula sales presentations c. Organized sales presentations d. Written sales proposals e. Canned sales presentations ANSWER: e 31. Luxury home builder Prestige&Co. uses automated presentations during trade shows to demonstrate its customizable homes and attract prospective buyers. In the context of sales communication, it can be said that Prestige&Co. most likely uses _____. a. directed sales presentations b. written sales presentations c. adaptive sales presentations d. canned sales presentations e. organized sales dialogues ANSWER: d 32. The Lords' University uses automated presentations during education fairs to help prospective students get an idea about the different subjects offered and the facilities available on campus. In the context of sales communication, it can be said that the university most likely uses _____. a. written sales presentations b. directed sales presentations c. organized sales dialogues d. canned sales presentations e. adaptive sales presentations ANSWER: d 33. In the context of sales communications, canned presentations fail to capitalize on the ability to: a. communicate well orally. b. keep in contact with the various members of the buying team. c. demonstrate a solid track record. d. adapt to different types of customers and various selling situations. e. perform and deliver consistently at the required level of quality and quantity.

ANSWER: d Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations 34. Which of the following is a disadvantage of using a canned presentation for sales communications? a. It does not allow for formulation of appropriate responses during the presentation. b. It does not allow for anticipation of questions and objections in advance. c. It is usually incomplete and illogically structured. d. It tends to alienate buyers who want to participate in buyer–seller interaction. e. It can only be used by relatively experienced salespeople.

ANSWER: d 35. Canned presentations are unlikely to be an effective sales communications format when _____. a. a selling company has to be introduced to a buyer b. salespeople are relatively inexperienced c. a new supplier has to be selected by a buyer d. the product line is broad e. buyers view written proposals as less credible ANSWER: d 36. _____ are referred to as complete self-contained sales presentations on paper, often accompanied by other verbal sales presentations before or after the delivery of these paper presentations. a. Unsolicited sales proposals b. Written sales proposals c. Canned sales presentations d. Formula sales presentations e. Organized sales presentations ANSWER: b 37. As a relatively experienced salesperson, Sally is aware of the different sales communication formats. One of her customers requests for information such as features, benefits, legal information, timeframe, and pricing data about a particular product that Sally is selling. For such a customer, Sally should develop a(n)-_____. a. directed sales presentation b. written sales proposal c. invitation for bid d. unilateral contract e. white paper proposal ANSWER: b 38. Which of the following is a characteristic of written sales proposals? a. They remain consistent among buyers and are tested for effectiveness. b. They are frequently used in competitive bidding situations. c. They are a temporary record of claims and intentions. d. They are usually associated with unimportant low-dollar-volume sales transactions. e. They include memorized and automated presentations.

ANSWER: b 39. A written sales proposal is most likely to be used as a sales communications format when a: Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations a. low-dollar-volume sales transaction has to take place. b. prospect is selecting a new supplier. c. company's salesforce is relatively inexperienced. d. buyer does not want testimonials from a seller. e. buyer wants a temporary record of a seller's claims and intentions.

ANSWER: b 40. It is essential that salespeople do not overpromise to buyers on written sales proposals but still maintain a positive and supportive tone because written sales proposals: a. provide a permanent record of claims and intentions. b. do not bind a selling organization to anything in particular. c. are easy to write and do not take a lot time to put together. d. are always more effective than oral presentations. e. do not have to vary from customer to customer.

ANSWER: a 41. A written sales proposal is likely to fail when _____. a. it assumes what is important to buyers instead of clarifying it first b. it does not require buyers to interpret it c. customers know the selling companies d. it does not have a poor layout e. the material in the proposal matches the targeted prospect ANSWER: a 42. The last section of a written sales proposal is a(n) _____. a. implementation section with a timetable b. executive summary c. section on customer needs and proposed solution d. pricing and sales agreement e. seller profile ANSWER: a 43. Which of the following is a way in which salespeople can create effective sales proposals? a. They should make their proposals as concise as possible. b. Their proposals should be completely technical. c. They should use seller jargon while writing proposals. d. They should not waste time in proofreading their proposals. e. Their proposals should exclude testimonials and endorsements.

ANSWER: a 44. Which of the following is a characteristic of an effective sales proposal?

It is completely technical. a. It serves an educational purpose. b. It includes seller jargon.

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Ch06: Planning Sales Dialogues and Presentations c. It is completely technical. d. It seldom includes testimonials and endorsements. e. It refrains from quantifying the value a seller offers.

ANSWER: a 45. An executive summary should: a. break down a proposal to its primary and distinct parts. b. spell out a customer's problems, the nature of the proposed solution, and the resulting benefits to the customer. c. offer a succinct overview and background of a firm, but emphasize only the company's capabilities. d. guarantee making a sale. e. present a sales agreement for a buyer to sign off on and complete.

ANSWER: b 46. A good rule of thumb is that an executive summary should be limited to _____ especially if the main body of the report is fewer than 50 pages in length. a. four typewritten pages b. two typewritten pages c. three typewritten pages d. five typewritten pages e. six typewritten pages ANSWER: b 47. In a written sales proposal, the section that concisely explains a salesperson's understanding of a customer's position, problems, and needs is the _____. a. executive summary b. situation analysis c. implementation section d. sales agreement e. timetable section ANSWER: b 48. Which of the following is a way to protect proprietary information required in a written sales proposal? a. Making it a technical data dump b. Including testimonials and endorsements c. Using a poor layout d. Placing a confidential notice on the cover e. Writing it in seller jargon ANSWER: d 49. A selling organization is likely to copyright a written sales proposal when _____. a. it wants a schedule of key implementation events to remain confidential b. the proposal includes testimonials and endorsements c. the proposal includes details of customer appointments d. it wants to protect proprietary information in the proposal Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations e. the proposal is written in seller jargon ANSWER: d 50. Which of the following sections of a written sales proposal includes testimonials, endorsements, and case histories of customers? a. Executive summary b. Customer needs and proposed solution c. Seller profile d. Pricing and sales agreement e. Implementation section ANSWER: c 51. Which of the following is true of the implementation section of a written sales proposal? a. It protects proprietary information. b. It is designed to build the customer value of a proposed solution. c. It may contain a contract and an order form. d. It presents pricing information and delivery options. e. It contains information about the selling company's capabilities.

ANSWER: c 52. In a written sales proposal, poor spelling and grammatical mistakes imply that _____. a. the proposal does not include testimonials and endorsements b. the proposal is a technical data dump c. the seller has little regard for attention to detail d. the customer does not know the seller e. the proposal includes seller jargon ANSWER: c 53. A sales proposal is likely to be considered as effective when it: a. requires interpretation by the customer due to usage of the seller's company jargon. b. has a logical flow that a customer can easily follow. c. is written in a flat and technical manner. d. uses the same template for all customers. e. appropriately assumes what is important to a buyer, without asking the buyer.

ANSWER: b 54. When evaluating a sales proposal before submitting it to a buyer, a salesperson needs to verify if his or her sales proposal is well-written and that it: a. successfully converts the tangibles into intangibles. b. proposes alternative sellers who can satisfy the buyer's unique business needs. c. can appropriately assume what is important to the buyer, without asking the buyer. d. reflects a superficial understanding of the buyer's business operations. e. describes all of the seller's fees, prices, and expenses buyers will incur.

ANSWER: e Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations 55. When evaluating sales proposals, which of the following questions should be asked to measure the reliability of a sales proposal? a. Does the proposal present a solid business solution that meets a buyer's expectations? b. Does the proposal assure a buyer that a seller has the experience and capability required to fulfill the contract? c. Does the proposal provide a schedule with clear specification of major work activities? d. Does the proposal contain an executive summary that condenses the entire proposal into no more than 2–4 pages? e. Does the proposal match a seller's consultative selling process?

ANSWER: a 56. A(n) _____ is a sales presentation that allows a salesperson to implement appropriate sales strategies and tactics based on customer research or information gathered during previous sales calls. a. Persuasive sales proposal b. Written sales proposal c. Canned sales presentation d. Formula sales presentation e. Organized sales presentation ANSWER: e 57. During organized sales dialogues (presentations), salespeople are able to propose and develop customized solutions once they: a. have convinced buyers to sign a sales agreement. b. are sure of minimal buyer–seller interaction. c. have signed a nondisclosure agreement with buyers. d. have identified buyers' problems and needs. e. are successful in persuading prospects or customers to make a purchase.

ANSWER: d 58. Andy is a salesperson for an e-commerce firm. His firm's customers are geographically distributed and speak different languages. They have different needs and different ways of interacting with him, such as through phone calls, e-mails, and on social media. Andy would benefit the most from utilizing a(n) _____ to reach them. a. canned sales presentation format b. layered image file format c. memorized sales presentation d. organized sales dialogue e. automated presentation ANSWER: d 59. _____ allow flexibility to adapt to buyer feedback. a. Written sales proposals b. Formula sales presentations c. Organized sales presentations d. Persuasive sales proposals e. Canned sales presentations Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations ANSWER: c 60. Which of the following is a limitation of the organized sales presentation format? a. It is more likely to offend a participation-prone buyer. b. It lacks flexibility in its ability to address various sales situations. c. It discourages feedback from the prospect. d. It is vulnerable to diversionary delay tactics by the prospect. e. It forces a purchase decision in a more expedient fashion.

ANSWER: d 61. Which of the following arguments supports the belief that canned presentations force a purchase decision in a more expedient fashion than other types of sales presentations? a. Organized sales presentations make an implicit assumption that customer needs and buying motives are essentially homogeneous. b. The written word is usually viewed as being less credible than the spoken word. c. The flexibility of canned presentations allows a full exploration of customer needs and appropriate adaptive behavior by a salesperson. d. The organized sales presentation format is invulnerable to diversionary delay tactics by the prospect. e. The organized sales presentation format may extend the time horizon before a purchase decision is reached.

ANSWER: e 62. The trust-based relationship selling presentation format is a form of a(n) _____. a. organized sales presentation b. written sales proposal c. canned presentation d. request for proposal e. supplemental proposal ANSWER: a 63. The two components of the trust-based relationship selling presentation format are _____. a. need-satisfaction and consultative selling b. functional attributes and psychological attributes c. desired selling and actual selling d. control loss and cybernetic feasibility e. zero-based budgeting and customer defection ANSWER: a 64. Which of the following is true of the need development stage of the trust-based relationship selling presentation format? a. During this phase the buyer should be talking 60 to 70 percent of the time. b. It is the second stage of the trust-based relationship selling presentation format. c. In this stage, a salesperson increases a buyer's awareness about potential needs that might exist. d. This stage concludes with prospects confirming their needs. e. It is a good time to restate and clarify a prospect's needs.

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Ch06: Planning Sales Dialogues and Presentations ANSWER: a 65. In the needs awareness stage of the trust-based relationship selling presentation format, _____. a. a buyer should be talking 60 to 70 percent of the time b. a salesperson must show how his or her product and its benefits will meet the needs of a buyer c. a salesperson increases a buyer's awareness about potential needs that might exist d. a buyer spends time creating a request for proposal e. a salesperson talks 80 to 90 percent of the time ANSWER: c 66. During the need-fulfillment stage of the trust-based relationship selling presentation format, _____. a. a buyer should be talking 60 to 70 percent of the time b. a salesperson must show how his or her product and its benefits will meet the needs of a buyer c. a salesperson increases a buyer's awareness about potential needs that might exist d. a salesperson restates and clarifies a buyer's needs e. a buyer spends time creating a request for proposal ANSWER: b 67. Which of the following is true of a sales dialogue template? a. It is organized into three sections. b. It is scripted in advance. c. It is inflexible. d. It is not used to plan and assemble the information required of a salesperson. e. It is not meant to be a script for a sales encounter.

ANSWER: e 68. Nessa is a salesperson who has customers that speak different languages and come from different cultures. She finds it difficult to get her customers to trust her because of their ethnic and cultural differences. The best way for Nessa to facilitate trust-building with her customers is by: a. creating a script to guide the sales dialogue. b. sending them a written proposal that demonstrates high standards for excellence in format. c. using canned presentations to interact with all her customers. d. presenting a timetable to her customers that details a schedule of key implementation events. e. making use of a flexible sales dialogue template to guide the sales dialogue.

ANSWER: e 69. In the context of building trust through the use of sales dialogue templates, a salesperson can build trust through his or her _____. a. behavior b. contextual resilience c. external locus of control d. obscurity e. dissent ANSWER: a Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations 70. A sales dialogue template always starts with _____. a. customer value proposition b. prospect information c. a sales call objective d. the ADAPT questioning process e. the RAP framework ANSWER: b 71. In a sales dialogue template, the _____ section lists all key people involved in the buying process, and provides their names, job titles, departments, and roles in the purchase decision. a. executive summary b. customer value proposition c. prospect information d. sales call objective e. pricing and sales agreement ANSWER: c 72. The customer value proposition section of a sales dialogue template assumes that _____. a. having good intentions is enough to gain a buyer's trust b. not all participants involved in a buying process are influential c. customer needs and buying motives are essentially homogeneous d. the value proposition is likely to be modified prior to the purchase decision e. the value proposition is likely to be modified after a purchase decision has been made ANSWER: d 73. Which of the following is a characteristic of good customer value propositions? a. Good customer value propositions tell a customer what he or she wants to hear. b. Good customer value propositions make promises and guarantees to ensure that a customer places an order. c. Good customer value propositions use vague statements that make it easier for a salesperson to make a sale. d. Good customer value propositions are as specific as possible on tangible outcomes. e. Good customer value propositions only reflect on the product or service dimensions that a customer will pay for.

ANSWER: d 74. A good customer value proposition should: a. have complicated statements with a large number of technical terms. b. reflect on product or service dimensions that add value. c. be based on a superficial customer assessment. d. list all the benefits of a salesperson's offerings. e. be as specific as possible on intangible outcomes that add value.

ANSWER: b 75. A customer value proposition in the planning stage _____.

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Ch06: Planning Sales Dialogues and Presentations a. lists all the benefits of a seller's offerings b. is not a guarantee c. is not a belief based on a salesperson's knowledge and best judgment d. functions as a script for a sales encounter e. is specific on intangible outcomes ANSWER: b 76. Salespeople should practice the verbal communication of the customer value proposition with people not familiar with their business to _____. a. portray a seller's company in a favorable light b. make themselves fully aware of a prospect's needs c. check if the proposition can be easily recalled d. affirm the complexity of the proposition e. verify if the proposition is specific on intangible outcomes ANSWER: c 77. Which of the following customer actions is required for the fulfillment of a sales call objective? a. A salesperson researching a prospect b. A customer agreeing to participate in a test market c. A customer withholding specific information from a salesperson d. A prospect engaging in diversionary delay tactics e. A salesperson assuming a prospect's needs before interacting with him or her ANSWER: b 78. A prospect's buying motives are linked to specific benefits offered in _____ of a sales dialogue template. a. Section 4 b. Section 5 c. Section 7 d. Section 1 e. Section 8 ANSWER: a 79. Which of the following is the best example of a product feature that would appeal to a buyer's rational buying motive? a. "Holby watches come with a three-year warranty." b. "Lexom detergents have a very appealing scent." c. "Joffer's coffee is the country's favorite hot drink." d. "Kbeatz stereos are used by celebrities." e. "Spadent toothpaste is the number one toothpaste in the world."

ANSWER: a 80. Natalie's customers are small business owners who have launched their operations recently. They are usually interested in purchasing products that help their companies save money. According to the purchase decision process, these prospects are driven primarily by: a. competitive depositioning.

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Ch06: Planning Sales Dialogues and Presentations b. rational buying motives. c. emotional buying motives. d. the benefits provided by the product. e. the acceleration principle.

ANSWER: b 81. Harry is a salesperson for Luxa, a car company. During sales dialogues with potential customers, Harry usually talks about Luxa being a premium car company that is extremely popular among the wealthiest people in the world. Harry does this to: a. appeal to his customers' emotional buying motives. b. appeal to his customers' rational buying motives. c. state the benefits of buying a Luxa car. d. formalize the buying process. e. outline a Luxa car's must-have attributes.

ANSWER: a 82. Which of the following examples is likely to appeal to a buyer's emotional buying motive? a. "Opal Fashions apparels are marketed by pop stars and young actors." b. "ColorIT shirts are the lowest priced shirts in the market." c. "LightOS operating system should double your productivity." d. "Plus batteries last two days longer than other batteries." e. "Fillinenergy drinks keep you awake all day."

ANSWER: a 83. Which of the following is a difference between emotional and rational buying motives? a. Rational buying motives of a prospect are easy to discover, while emotional buying motives are not. b. Rational buying motives include motives such as security and status, while emotional buying motives are related to the economics of the buying situation. c. In business-to-business selling, emotional motives are typically the most important buying motives, while rational motives are the least important. d. Rational motives are based on the features of a product, while emotional motives are based on the benefits obtained from the product. e. Prospects are more likely to share their emotional buying motives with a salesperson and less likely to share their rational buying motives.

ANSWER: a 84. A(n) _____ is the added value or favorable outcome derived from features of a product or service a seller offers. a. benefit b. liability c. acknowledgment d. onus e. dossier ANSWER: a 85. According to a salesperson at MotoCon Inc., the company's latest invention is a lightweight motor that supports Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations mobile repair service strategy and is very portable. The ease of use allows technicians to complete more service calls per day, thus increasing impact on company profitability. In this scenario, the salesperson is highlighting the motor's _____. a. benefits b. faults c. drawbacks d. brand image e. expenses ANSWER: a 86. Because buyers make _____ in their decision processes, salespeople should be prepared for it. a. competitive comparisons b. uninformed judgements c. sales presentations d. requests for proposals e. value propositions ANSWER: a 87. Which of the following is a function of Section 5 of the sales dialogue template? a. Getting salespeople to identify key competitors and to specify their strengths and weaknesses b. Addressing the critical first few minutes of a sales call c. Linking a prospect's buying motives to specific benefits offered by salespeople d. Getting salespeople to determine the objectives of their respective sales calls e. Developing a statement of how a sales offering may add value to a prospect's business by meeting a need ANSWER: a 88. In the context of planning sales dialogues and presentations, which of the following statements is true? a. It is essential to uncover the emotional buying needs of a buyer before planning sales dialogues and presentations. b. It is essential to understand the competitive situation while planning sales dialogues and presentations. c. It is essential to plan sales dialogues and presentations before questioning a buyer using the ADAPT questioning system. d. It is essential to plan the sales dialogue and presentation in a manner that involves minimal buyer–seller interaction. e. It is essential to plan the sales dialogue and presentation in a manner that ensures the salesperson gets to speak most of the time.

ANSWER: b 89. Which of the following is true of a salesperson's agenda that he or she shares with a buyer at the beginning of a sales call? a. Buyers are usually satisfied with a proposed agenda and are not interested in modifying it. b. It may or may not have been previously agreed to by the buyer. c. It must be established after a salesperson has gathered more information for use in a sales dialogue. d. It must be formally written especially in sales situations involving one-on-one encounters with customers. e. It should not be flexible.

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Ch06: Planning Sales Dialogues and Presentations ANSWER: b 90. Jim is a newly appointed salesperson for SpickandSpan vacuum cleaners. It is his first day on the job, and he is meeting his first prospective buyer who seems interested in a product. Which of the following would be the best way for Jim to start the sales dialogue? a. Jim should talk about the price of the product. b. Jim should introduce himself and his company. c. Jim should talk about the features and benefits of the product. d. Jim should talk about the strengths and weaknesses of SpickandSpan's competitors. e. Jim should demonstrate the product and help the prospect understand how the product meets his or her needs.

ANSWER: b 91. Salespeople demonstrate a customer orientation by: a. assuming customer needs without customer assessment. b. showing sensitivity to customer needs and opinions. c. conducting a superficial customer assessment. d. focusing on testimonials and endorsements in a sales agreement. e. asking for customer commitment before conducting a sales presentation.

ANSWER: b 92. Which of the following is true of Section 8 of a sales dialogue template? a. It is the last section of a sales dialogue template. b. During this section, a salesperson introduces an agenda in a sales call. c. It involves a salesperson asking for a customer's purchase decision. d. It involves a salesperson preparing for questions and objections raised by a prospect. e. During this section, a salesperson focuses completely on pricing issues.

ANSWER: c 93. Drewis, a salesperson, is almost always successful during the initial sales dialogue. Prospects usually respond to all of the questions that Drew asks, but he is rarely successful at closing a sale and getting a commitment from them. To which of the following can Drew's failure most likely be attributed? a. His proposals may not have adequate seller jargon. b. He may be interacting a lot more than required with his prospects. c. He may not be seeking a commitment from his prospects at the right time. d. He may be converting all intangibles to tangibles. e. His proposals may not be reflecting a superficial assessment of his prospects.

ANSWER: c 94. The last section of the sales dialogue template is building value through _____. a. reinforcement b. needs fulfillment c. needs awareness d. a customer value proposition e. follow-up action Copyright Cengage Learning. Powered by Cognero.

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Ch06: Planning Sales Dialogues and Presentations ANSWER: e 95. In the context of a sales dialogue template, which of the following is likely to be a part of the statement of follow-up action? a. Any information that a salesperson is unprepared to provide during a sales presentation b. A plan to seek customer commitment c. An agenda to provide continuity from one sales call to the next d. An adequate introduction of the salesperson and the salesperson's company e. A succinct and clear demonstration of a salesperson's understanding of a customer's needs and the relevance of the proposed solution ANSWER: a 96. Most initial sales calls on new prospects require a(n) _____ that indicates that the seller thinks the prospect's time is important. a. appointment b. flow c. standard d. motive e. appreciation ANSWER: a 97. _____ is a good tool to assist a salesperson in effective time and territory management. a. Locus of control b. Initiating structure c. Competitive depositioning d. A request for proposal e. Setting appointments ANSWER: e 98. Which of the following salespeople is likely to succeed in getting an appointment from a prospect? a. Grover, who attempts to deliver sales presentations to prospects over phone calls b. Yvette, who suggests a specific time when requesting for appointments with prospects c. Victor, who drops in on prospects unannounced d. Felicity, who requests for an appointment but expects the prospect to suggest the time e. Sam, who requests for an appointment but attempts to appeal to a prospect's buying motives using vague statements ANSWER: b 99. Which of the following is a good example of a statement that would improve a salesperson's chances of getting an appointment with a prospect? a. "Our product will increase your revenue in a year." b. "Our product is popular among all your competitors." c. "Our product will speed up all your production-related activities." d. "Our product is easy to use and requires minimum maintenance."

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Test Bank for SELL, 6th Edition, Thomas N. Ingram, Raymond W. (Buddy) LaForge, Ramon A. Avil Name:

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Ch06: Planning Sales Dialogues and Presentations e. "Our product will increase your profit margins by 12 percent in a year."

ANSWER: e 100. Once a salesperson has an appointment with a prospect and all the objectives have been established, the salesperson should: a. record specific information on the prospect, such as the company name and key decision makers. b. introduce himself or herself and familiarize the prospect with the salesperson's company. c. proceed with questions designed to assess the prospect's situation. d. send the sales agenda to the customer. e. appeal to the prospect's primary buying motive by presenting the product's benefits.

ANSWER: d

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