Question 1

What should a salesperson do if the prospect's name is unusual and difficult to spell?

Accepted Answer

A)  Ask the prospect for the correct spelling 
B)  Reduce the usage of the name in the conversation 
C)  Pronounce the name in the way it is comfortable 
D)  Spell the name phonetically 
E)  Use the most common spelling

Question 2

Questions are a commonly used opener by salespeople because questions facilitate a discussion with the prospect.

Accepted Answer

A) True 
 B)False

Question 3

Shannon sells floral products to craft stores and discount stores. When his company introduces a new floral preservative, Shannon walks into a prospect's office and announces, "Would you like to sell your customers a preservative that is good enough to preserve items rescued from the Titanic wreck?" What kind of approach is Shannon using?

Accepted Answer

The answer of Shannon sells floral products to craft stores...

Question 4

Jack Dane, an insurance salesperson, approaches a prospect with the words, "Hello Mr. Dean, your brother suggested I contact you concerning our new life policies." What type of approach statement is Jack Dane using?

Accepted Answer

A)  Referral approach 
B)  Introductory approach 
C)  Multi-question approach 
D)  Complimentary approach 
E)  Customer benefit approach

Question 5

If a prospect responds negatively to a need-payoff question in the SPIN approach, the salesperson should:

Accepted Answer

A)  ask direct questions. 
B)  go directly into the presentation. 
C)  use a trial close to gather feedback. 
D)  begin demonstration of the product. 
E)  start over with problem, implication, and need-payoff questions.

Question 6

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. What type of approach will Austin be using if he enters the CEO's office and says, "Good morning. I'm Peter Austin from Clearwater Hampers."

Accepted Answer

A)  Situational 
B)  Introductory 
C)  Self-effacing 
D)  Neutral 
E)  Curiosity

Question 7

Which of the following statements is true about a nondirective question?

Accepted Answer

A)  Most nondirective questions are closed ended. 
B)  A nondirective question usually begins with do or are. 
C)  Nondirective questions are used to find points of agreement. 
D)  A nondirective question clarifies a prospect's previous statement. 
E)  One word questions can sometimes be used as nondirective questions.

Question 8

A kitchen equipment salesperson asks a chef "With the increased need for hygiene, what are the problems you face in operating a commercial kitchen? "What kind of SPIN question is the salesperson asking the prospect?

Accepted Answer

A)  Situation 
B)  Problem 
C)  Implication 
D)  Need payoff 
E)  Personal touch

Question 9

The first question to ask a prospect when using the SPIN approach is referred to as the strategic question.

Accepted Answer

A) True 
 B)False

Question 10

Creative imagery is a method used by salespeople to build rapport with prospects.

Accepted Answer

A) True 
 B)False

Question 11

Technology can be a wonderful way to creatively and professionally begin a sales presentation and enhance a demonstration.

Accepted Answer

A) True 
 B)False

Question 12

Clearwater Hampers is a small British company that sells luxury food and drink in various combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom and abroad, are important to the business. Clearwater has had several orders for more than a quarter of a million dollars. The company's leading salesperson, Peter Austin, is preparing the approach he will use during his first sales call with the CEO of Diamonite, a company that specializes in designing, manufacturing, and installing aircraft interiors for executives and heads of state. "Hi, I'm Peter Austin from Clearwater Hampers. How would you like to give your clients a unique gift that will clearly demonstrate your gratitude for their business?" Austin's question suggests that he is using the ________ approach.

Accepted Answer

A)  interrogatory 
B)  showmanship 
C)  premium 
D)  customer benefit 
E)  FAB

Question 13

Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer?

Accepted Answer

A)  Refrain from smoking in the prospect's office 
B)  Learn how to pronounce the prospect's name 
C)  Keep an erect posture, but if possible, sit down 
D)  Wear fairly conservative clothing 
E)  Apologize for taking the prospect's time

Question 14

Sheryl Madison is a salesperson working for Vanilla Dream, a patisserie. During a sales call, she walks into a restaurant manager's office, places a couple of specialty mini cakes at his table and says nothing as she waits for the manager to taste the cakes and comment on her product. Which of the following approaches has Sheryl used?

Accepted Answer

A)  Premium approach 
B)  Introductory approach 
C)  Product approach 
D)  Complimentary approach 
E)  Customer benefit approach

Question 15

Which of the following approaches is NOT commonly used with need-satisfaction sales presentations?

Accepted Answer

A)  Curiosity 
B)  Shock 
C)  Showmanship 
D)  Customer Benefit 
E)  Opinion

Question 16

A prospect responds positively to the need-payoff question in the SPIN approach. What should the salesperson do next?

Accepted Answer

A)  Request a purchase 
B)  Ask direct questions 
C)  Provide statistical data 
D)  Move into a sales presentation 
E)  Ask additional "problem" questions

Question 17

Probes help salespeople develop two-way communication with prospects.

Accepted Answer

A) True 
 B)False

Question 18

Ed Curtiss is a sales representative with a small electronics firm. Ed's employer has made significant design changes to its top-selling scientific calculator. Ed has a meeting with the superintendent of a large, urban school district and hopes to make a large sale of the calculators, which would be suitable for high school math students. The ________ approach would most likely be effective for Ed.

Accepted Answer

A)  customer benefit 
B)  showmanship 
C)  product 
D)  referral 
E)  introductory

Question 19

Which of the following statements about problem questions in the multiple-question approach is true?

Accepted Answer

A)  The questions seek to identify general problems. 
B)  The goal is for the prospect to admit having a problem. 
C)  The problem questions are asked first in the sequence. 
D)  It is unnecessary to separate unimportant problems from important problems. 
E)  The salesperson moves directly to the presentation after identifying a specific problem.

Question 20

"Do you know why you should be using synthetic motor oil in your new Corvette?" the service manager asked Duane when he brought his new car to the Chevy dealership for a routine servicing. Which type of approach is the service manager using?

Accepted Answer

A)  Product 
B)  Opinion 
C)  Curiosity 
D)  SPIN 
E)  Customer benefit

Exam 9: Begin Your Presentation Strategically

What should a salesperson do if the prospect's name is unusual and difficult to spell?

Questions are a commonly used opener by salespeople because questions facilitate a discussion with the prospect.

Jack Dane, an insurance salesperson, approaches a prospect with the words, "Hello Mr. Dean, your brother suggested I contact you concerning our new life policies." What type of approach statement is Jack Dane using?

If a prospect responds negatively to a need-payoff question in the SPIN approach, the salesperson should:

Which of the following statements is true about a nondirective question?

A kitchen equipment salesperson asks a chef "With the increased need for hygiene, what are the problems you face in operating a commercial kitchen? "What kind of SPIN question is the salesperson asking the prospect?

The first question to ask a prospect when using the SPIN approach is referred to as the strategic question.

Creative imagery is a method used by salespeople to build rapport with prospects.

Technology can be a wonderful way to creatively and professionally begin a sales presentation and enhance a demonstration.

Which of the following is NOT a recommended guideline for making favorable first impressions on a prospective buyer?

Which of the following approaches is NOT commonly used with need-satisfaction sales presentations?

A prospect responds positively to the need-payoff question in the SPIN approach. What should the salesperson do next?

Probes help salespeople develop two-way communication with prospects.

Which of the following statements about problem questions in the multiple-question approach is true?

"Do you know why you should be using synthetic motor oil in your new Corvette?" the service manager asked Duane when he brought his new car to the Chevy dealership for a routine servicing. Which type of approach is the service manager using?