Ch11 - GAMMA PHI BETA

ch11

Student: ___________________________________________________________________________

1.

Todd Pollock states in the opening profile, one of the difficulties of inside sales is your performance is

not quantifiable.

True False

2.

The process of obtaining commitment always occurs at the end of any sales call.

True False

3.

In "Did I miss the Close?" Steve Schlesinger describes the sales negotiation process as wanting this

relationship to feel good for both sides.

True False

4.

Even if you have done your job well and have a product that the buyer truly needs, you deserve the

sale.

True False

5.

The most common type of discount is the quantity discount.

True False

6.

2/10, n30 means two-tenths off if paid within 30 days.

True False

7.

The difference between FOB destination and FOB installed is FOB destination includes installation.

True False

8.

If Monrovia Nursery Company quotes an FOB origin price to a plant nursery it means the buyer will pay

all shipping costs.

True False

9.

If your company knows the market and the value of your product, you should never have to apologize for

the price you quote.

True False

10. Many of the little decisions that move a customer through the creeping commitment process are buying

signals.

True False

11. In most sales presentations, there is one psychological moment that affords the best opportunity to make a

sale. If it is missed, gaining prospect commitment will be difficult, if not impossible.

True False

12. Because most salespeople ask closing questions, the final close is a natural part of the ongoing

dialogue.

True False

13. Assertive salespeople control the sales interaction but often do not gain commitment because they

prejudge the customer's needs and fail to probe for information.

True False

14. A trial order will not necessarily lead to a larger commitment.

True False

15. Because of the higher level of involvement Anson gains as an assertive salesperson, he can assume his

buyers will remember all the major points discussed in the presentation.

True False

16. To use the Ben Franklin close correctly, Maggie must be certain she is listing the tangible features (rather

than the less tangible benefits) on the T she has drawn.

True False

17. The balance sheet method of closing can often insult a buyer's intelligence.

True False

18. A probing method of closing utilizes suggestion selling to analyze hesitation on the part of the buyer.

True False

19. Effective methods of gaining commitment will work even if the buyer does not trust the salesperson, the

selling company, and the product.

True False

20. After the salesperson obtains commitment, his or her job is over and other departments in the company

take care of the rest of the sale.

True False

21. When closing a sale, there should be no surprises for the buyer.

True False

22. The decision to buy or not to buy should not focus on a signature.

True False

23. If Lewis appears overly eager or excited when he senses his prospects are about to commit, they may

interpret his actions as nonverbal cues indicating he is dishonest.

True False

24. A salesperson must uncover the reasons he or she was unable to obtain commitment.

True False

25. Part of being honest as a salesperson is being willing to show the disappointment you feel if a prospect

does not commit to do business with you.

True False

26. Most sales take only one call to complete.

True False

27. In the opening profile Todd Pollock describes successful inside salespeople as having all of the following

qualities EXCEPT:

A. dissonance.

B. hard work.

C. creativity.

D. organization.

E. humility.

28. Closing is defined as:

A. a close harmonious relationship founded on mutual trust.

B. a specific statement by a seller outlining what the seller will provide and what is expected from the

buyer.

C. a written proposal summarizing key points of a previous meeting.

D. asking a question to take the pulse of the situation.

E. asking for the buyer's business.

29. Which of the following statements about closing techniques is true?

A. When a major sale is at stake, closing techniques increase the salesperson's odds of success.

B. Salespeople specifically trained in closing techniques close more sales.

C. The most important activity of the salesperson is to answer objections to clear the way to use a closing

technique.

D. Closing techniques are especially handy in door-to-door sales of low-priced products.

E. The best closing methods rely on some type of trickery.

30. Which of the following is an example of a salesperson who has obtained commitment?

A. Anselmo has decided to call some of Markus's references next week.

B. Obadiah scheduled a co-op advertising program for Margaret at the Vincent Street Drug Store.

C. Hugh agreed to let Yvette return next week to analyze his company's computer network.

D. Mary Ruth gets an order from Hammond's Nursery for two dozen sugar maple trees.

E. All of the above are examples of salespeople who have obtained commitment.

31. Why is it important for salespeople to become skilled in obtaining prospect commitment?

A. It helps in need discovery.

B. It helps in handling objections.

C. It is intrinsically and extrinsically rewarding.

D. It increases their need to take part in sales training.

E. Skill in obtaining prospect commitment is important for all of the above reasons.

32. David has done his job well, presenting the product, showing how it meets the needs of his customer, and

handling all questions and objections. David:

A. needs to pressure the customer into making the commitment.

B. should relax and let nature take its course.

C. deserves the sale.

D. ask the buyer to do him a favor and buy his product.

E. should do or expect all of the above.

33. If Perkinston's Pet Store, a retailer of tropical fish and supplies, buys one 200-gallon fish tank from La

Mer Aquarium Products, it will be billed $329. If it buys more than six during the upcoming year, it will

get a 20 percent discount on each aquarium. This savings is referred to as a:

A. cumulative quantity discount.

B. promotional allowance.

C. trade discount.

D. functional discount.

E. cash discount.

34. The owner of Scott's Hardware will receive a discount of 15 percent if she orders 12 or more Mandarin

bird feeders from Arundale Products. If fewer than 12 bird feeders are ordered, she will not receive the

_____ discount.

A. functional

B. trade

C. quantity

D. promotional

E. cash

35. The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden

whimsy, for $225. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on

March 19. How much will she have to pay if she pays the invoice by April 10?

A. $195

B. $220.50

C. $225

D. $229.50

E. $247.50

36. The owner of Molly's Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden

whimsy, for $200. The invoice she received from The Brass Baron read, "2/15, n/30," and arrived on

March 1. How much will she have to pay if she pays the invoice by March 11?

A. $196

B. $200

C. $190

D. $100

E. $150

37. Kendra is the new owner of a catering company. She got an invoice for a new walk-in refrigerator in the

mail which contained the phrase "2/10, n/30." How would you explain this to her?

A It means she can earn a ten percent discount if she pays within two days of receiving the bill; otherwise

. it is due at the end of the month.

B It means she can earn a twenty percent discount if she pays within ten days of receiving the bill;

. otherwise it is due at the end of the month.

C It means she can earn a two percent discount if she pays within ten days of the invoice date; otherwise

. the full amount is due in thirty days.

D It means she can earn a thirty percent discount if she pays within two days of receiving the bill, or a ten

. percent discount if she pays by the end of the month.

E It means she can earn a ten percent discount if she pays within two days of receiving the bill; she will

. pay a ten percent penalty if it is not paid within thirty days.

38. The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural

Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10,

EOM." If the store owner pays the bill in full on November 2, what amount will she have to pay?

A. $147.00

B. $189.00

C. $191.00

D. $200.00

E. $183.00

39. The owner of store that specializes in birds ordered $200 of Tropican food from Hagen Avicultural

Research Institute. On the invoice dated October 18 that Hagen sent to the store owner was written, "3/10,

EOM." If the store owner pays the bill in full on November 12, what amount will she have to pay?

A. $147.00

B. $189.00

C. $203.70

D. $200.00

E. $216.30

40. The terms and conditions of sale include shipping costs. The seller quotes an FOB price. The letters FOB

stand for:

A. feedback on business

B. frequency of business

C. function of buyer

D. freight of buyer

E. free on board

41. If Lab Safety Supply quotes an FOB destination price to a factory buying five hazardous waste disposal

units, it means that:

A. Lab Safety Supply will pay all freight charges.

B. the buyer will pay all freight charges.

C. the buyer will assume complete responsibility for the units once they leave the Lab Safety Supply

loading dock.

D. Lab Safety Supply and the buyer will split all shipping charges.

E. the buyer will pay for any units found defective and returned for a refund.

42. If Monrovia Nursery Company quotes an FOB origin price to a plant retailer, it means that the:

A. retailer will be reimbursed for all plants that died in transit.

B. Monrovia will pay all shipping costs.

C. the retailer will pay all shipping costs.

D. Monrovia and the retailer will split the shipping costs.

E. Monrovia will take complete responsibility for the product until it is placed in the retailer's hands.

43. Betty has agreed to purchase a new CT-scan device for her hospital under the terms FOB origin. Betty is

expecting:

A. the device will be loaded, shipped, and installed.

B. the device will be loaded onto transportation but after that it is her responsibility.

C. FOB means freight, origin, buyer.

D. Free on board with shipping and installation paid by the seller.

E. FOB means friends of Bill and the government will pay for installation.

44. Conor's company has studied competitor's offerings, the value delivered by his company's products, and

the cost of providing the product to customers. Therefore, Conor should:

A. never apologize for the price he quotes.

B. carefully present price so as to not disturb his prospects.

C. consider switching to another company.

D. aggressively discount list prices to ensure customer satisfaction.

E. adjust prices to avoid overcharging customers.

45. Arnette's nonverbal behavior suggests she is about ready to accept the offer to do business with Monrovia

Nursery Company. These nonverbal cues can also be called:

A. closing flags

B. buying signals

C. closing links

D. commitment gatekeepers

E. purchase influencers

46. When the prospect leans forward, catches the salesperson's eye, and says, "This is a great product you're

selling. I don't know why someone didn't come up with this product years ago," the salesperson is correct

in perceiving these actions as:

A. closing flags

B. buying signals

C. closing links

D. commitment gatekeepers

E. purchase influencers

47. To take the pulse of the prospect during a sales situation, Chris should use:

A. buying signals

B. closing cues

C. trial closes

D. objections

E. all of the above

48. Buyer's comments are often the best indications that he or she is considering commitment. Which of the

following is the best example of buyer offering their own benefit statement?

A. "Our computer specialist must confirm that this new inventory system will work with our accounts

receivable program."

B. "Oh good, that cherry color matches the decor in our waiting room."

C. "We need a guarantee that your company will be able to make weekly deliveries."

D."We cannot order from your company unless you guarantee that we will receive a cash discount for

orders larger than 20 gross."

E. None of the above is an example of a benefit statement.

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