Test Bank Ch. 6-10 Exam Questions
and Answers
obtaining information from the prospect - Answer-Which of the following is an
example of some of the benefits of using probing techniques by sales professionals?
direct - Answer-What type of question is designed to elicit a "yes" or "no" response
from a prospect?
open-ended - Answer-Karen sells cars at a local dealership. She notices a potential
customer looking carefully at a convertible red sports car. She approaches the
potential customer, introduces herself and asks; "What features are you looking for in
a sports car?" What kind of probe is Karen using?
rephrasing - Answer-"You're saying that automobile quality and service are less
important to you than price?" What kind of question is this an example of?
redirect - Answer-If you walk into your prospect's office and she says "I'm sorry, but
there is no use in us talking. I'm satisfied with my current suppliers. Thanks for
coming by." What kind of question would you use to potentially change this negative
scenario?
customer benefit approach - Answer-What kind of opening question must be
designed so as to provide the salesperson with the opportunity to anticipate the
prospect's response?
benefit - Answer-"Mrs. Kamel, would you be interested in seeing our new line of
photocopiers which I feel may save your company $25,000 per year in printing
costs?" What kind of approach is this question an example of?
product - Answer-SPIN is an acronym describing a sequential questioning approach
used by salespeople. It involves four different types of questions asked in a particular
order. Which of the following is not one of those sequential steps?
situation - Answer-Under which of the four types of questions under the SPIN
approach would you include the following question; "how many photocopies do you
make in an average week?"
knowledge, beliefs, desire, attitude, and conviction - Answer-Which of the following
alternatives lists the five purposes of the sales presentation (not necessarily in their
correct order)?
conviction - Answer-In which step should a salesperson ask a prospect to buy a
product or service?
FAB, promotion plan, business proposition - Answer-Which of the following (in the
correct order) represents the three steps in an impactful sales presentation?
, sales presentation mix - Answer-What term refers to the elements the salesperson
assembles to sell to prospects and customers?
persuasive communication process - Answer-A salesperson is trying to decide which
element of the sales presentation mix to emphasize in a particular presentation. She
wants to make sure her communication will resonate with the prospect. What term
describes the process this salesperson is going through?
Evidence - Answer-You have been asked by your regional sales manager to put
together a brief presentation to new sales recruits highlighting the key themes
associated with the notion of a presentation mix. Which of the following would you
include in your presentation as a key presentation mix topics?
logical reasoning - Answer-Roland sells appliances. He builds his sales
presentations around a major premise like the savings a walk-in refrigerator will
generate for a catering firm, a minor premise like my company's unit will reduce your
electrical bill, and a conclusion. What persuasive technique is Roland using in his
presentation?
suggestive proposition - Answer-Shouldn't you go ahead and order this patio
furniture for your retail store now before the heavy demand of the summer season
reduces the available choices of styles and colours?" This is an example of what
kind of suggestion?
prestige suggestion - Answer-Which of the following best captures the essence of
this statement by a salesperson: "The most prestigious automotive companies use
this kind of leather in their interiors."
autosuggestion - Answer-"Can you imagine your sales force using this kind of a
CRM system when making client calls?" What type of suggestion does the previous
statement best illustrates?
direct suggestion - Answer-An appliance salesperson said the following to a client; "I
suggest you buy the self-cleaning Hotpoint oven." What kind of suggestion is this
salesperson using?
counter suggestion - Answer-When the salesperson asked, "Do you really want your
employees to have only minimal accident insurance?" he was mostly likely using
what kind of suggestion?
simile - Answer-Sometimes finding a good parking place is like hunting for a needle
in a haystack." In a sales setting, which of the following best describes the previous
statement?
is an implied comparison that triggers a vivid image - Answer-The textbook identifies
metaphors as part of a salesperson arsenal of communication tools. Which of the
following best describes a metaphor?
and Answers
obtaining information from the prospect - Answer-Which of the following is an
example of some of the benefits of using probing techniques by sales professionals?
direct - Answer-What type of question is designed to elicit a "yes" or "no" response
from a prospect?
open-ended - Answer-Karen sells cars at a local dealership. She notices a potential
customer looking carefully at a convertible red sports car. She approaches the
potential customer, introduces herself and asks; "What features are you looking for in
a sports car?" What kind of probe is Karen using?
rephrasing - Answer-"You're saying that automobile quality and service are less
important to you than price?" What kind of question is this an example of?
redirect - Answer-If you walk into your prospect's office and she says "I'm sorry, but
there is no use in us talking. I'm satisfied with my current suppliers. Thanks for
coming by." What kind of question would you use to potentially change this negative
scenario?
customer benefit approach - Answer-What kind of opening question must be
designed so as to provide the salesperson with the opportunity to anticipate the
prospect's response?
benefit - Answer-"Mrs. Kamel, would you be interested in seeing our new line of
photocopiers which I feel may save your company $25,000 per year in printing
costs?" What kind of approach is this question an example of?
product - Answer-SPIN is an acronym describing a sequential questioning approach
used by salespeople. It involves four different types of questions asked in a particular
order. Which of the following is not one of those sequential steps?
situation - Answer-Under which of the four types of questions under the SPIN
approach would you include the following question; "how many photocopies do you
make in an average week?"
knowledge, beliefs, desire, attitude, and conviction - Answer-Which of the following
alternatives lists the five purposes of the sales presentation (not necessarily in their
correct order)?
conviction - Answer-In which step should a salesperson ask a prospect to buy a
product or service?
FAB, promotion plan, business proposition - Answer-Which of the following (in the
correct order) represents the three steps in an impactful sales presentation?
, sales presentation mix - Answer-What term refers to the elements the salesperson
assembles to sell to prospects and customers?
persuasive communication process - Answer-A salesperson is trying to decide which
element of the sales presentation mix to emphasize in a particular presentation. She
wants to make sure her communication will resonate with the prospect. What term
describes the process this salesperson is going through?
Evidence - Answer-You have been asked by your regional sales manager to put
together a brief presentation to new sales recruits highlighting the key themes
associated with the notion of a presentation mix. Which of the following would you
include in your presentation as a key presentation mix topics?
logical reasoning - Answer-Roland sells appliances. He builds his sales
presentations around a major premise like the savings a walk-in refrigerator will
generate for a catering firm, a minor premise like my company's unit will reduce your
electrical bill, and a conclusion. What persuasive technique is Roland using in his
presentation?
suggestive proposition - Answer-Shouldn't you go ahead and order this patio
furniture for your retail store now before the heavy demand of the summer season
reduces the available choices of styles and colours?" This is an example of what
kind of suggestion?
prestige suggestion - Answer-Which of the following best captures the essence of
this statement by a salesperson: "The most prestigious automotive companies use
this kind of leather in their interiors."
autosuggestion - Answer-"Can you imagine your sales force using this kind of a
CRM system when making client calls?" What type of suggestion does the previous
statement best illustrates?
direct suggestion - Answer-An appliance salesperson said the following to a client; "I
suggest you buy the self-cleaning Hotpoint oven." What kind of suggestion is this
salesperson using?
counter suggestion - Answer-When the salesperson asked, "Do you really want your
employees to have only minimal accident insurance?" he was mostly likely using
what kind of suggestion?
simile - Answer-Sometimes finding a good parking place is like hunting for a needle
in a haystack." In a sales setting, which of the following best describes the previous
statement?
is an implied comparison that triggers a vivid image - Answer-The textbook identifies
metaphors as part of a salesperson arsenal of communication tools. Which of the
following best describes a metaphor?
