Sales Chapter 6 – Flashcards
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________ refers to business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships.
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Sales Dialogue
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With respect to focusing on customer value, which of the following is accurate?
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What constitutes value will typically vary from one customer to another
A lack of attention to customer value may give the buyer the impression the salesperson is not customer oriented
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In an organized sales dialogue (presentation,) the salesperson's ability to develop and communicate a customized solution is heavily dependent upon:
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The salesperson's ability to listen during needs discovery.
The salesperson's ability to use visual aids
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None of the following best reflects the relationship between sales calls and sales presentations?
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All sales calls are sales presentations
All sales presentations are sales calls
Sales calls and sales presentations are synonymous
Sales calls and sales presentations are completely unrelated
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Which of the following is not one of the common types of sales communications formats?
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ALL OF THE ABOVE ARE
Organized sales presentation
Directed sales presentation
Written sales presentation
Canned sales presentation
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The ________ sales communication format makes the assumption that customer needs and buying motives are homogeneous?
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Canned Sales Presentations
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Which of the following types of sales communications formats is complete and often accompanied by sales calls before and after it is delivered.
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Written Sales Presentations
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Organized sales dialogues and presentations ________ .
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Address individual customers and different selling situations
Allow flexibility to adapt to buyer feedback
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Steve, a salesperson, is delivering a written sales proposal to a prospect that is close to making a purchase decision. To facilitate the purchase process, Steve made sure his written sales proposal contains a(n) ________ .
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Pricing and sales agreement
Suggested action and timetable
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Each of Natalie's customers has somewhat different needs. Which sales communication format would Natalie benefit from most?
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An organized sales dialogue
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Salespeople who are most likely to use the sales dialogue template are those using a ________ sales communication format.
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Organized
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Section 3 of the sales dialogue template is reserved for setting the sales call objective. Good objectives should be ________ .
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Specific, realistic, and involve some sort of customer action
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A sales dialogue planning template may be helpful to salespeople for which of the following reasons?
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It will help salespeople to make sure they identify and address all influential members of the buying team.
It allows salespeople plan for objections.
It helps salespeople ensure that they address all of the buyer's objections.
It provides feedback to salespeople regarding the types of customers with which they are doing business.
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The first section of the sales dialogue planning template is ________ .
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Prospect Information
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Which of the following is the best example of a customer value proposition?
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Using our copier will save your company $100 a month
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Which of the following is not a recommendation for creating an effective customer value proposition?
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Tell them what they want to hear
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Essentially, the ________ summarizes the legitimate business reason for the buyer to want to meet with the salesperson.
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Value Proposition
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A ________ is a need activated drive to search for and acquire a solution to resolve a need or problem.
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Buying Motive
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Which of the following is not a type of buying motive?
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Physical
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________ include motives such as security, status, and the need to be liked.
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Emotional Buying Motives
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________ include motives such as the economics of the situation, including cost, profitability, and quality.
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Rational Buying Motives
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Martha is selling computerized digital x-ray machines to dentists. The ability of the machine to save dentists time because there is no film to develop is one of its ________ .
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Benefits
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What are the benefits of making an appointment with a prospect as opposed to cold calling?
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Communicates recognition that the prospect's time is important
Helps gain the prospect's undivided attention
Improves time and territory management
Demonstrates a respect for proper business etiquette
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Jim wants to improve the chances of getting appointments with prospects. All of the following will help Jim when making appointments except:
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Take the prospect to lunch or dinner
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Once a salesperson has an appointment with the prospect and all the objectives have been established, the salesperson should ________ .
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Send a fax, e-mail, or letter that outlines the agenda for the meeting and reminds the buyer of the appointment
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Sales presentations and sales dialogue are the same thing.
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False
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Sales presentations refer to business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships.
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False
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Sales dialogue refers to comprehensive communications that convey multiple points designed to persuade the customer to make a purchase.
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False
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A sales call is an in-person meeting between a salesperson or sales team and one or more buyers to discuss business.
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True
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The most effective sales presentations are those that are completed just before beginning the ADAPT questioning sequence.
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False
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The value a product provides is the same for all customers.
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False
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Canned presentations are a form of written sales proposal.
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False
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Canned sales presentations assume customers' buying motives are fairly heterogeneous.
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False
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Written sales proposals are usually customized.
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True
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When conducting a sales dialogue, the customer should do most of the talking.
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True
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The Sales Dialogue Planning template is a tool used for canned sales presentations.
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False
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Sales call objectives should be tied to some sort of customer action.
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True
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Sales call objectives are not limited to simply "closing the sale."
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True
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Sales call objectives should be non-specific.
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False
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Salespeople create customer Value Propositions in order to combat objections.
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False
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"We help companies like yours improve productivity" is an example of a good customer value proposition.
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False
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Customer value propositions should not be too specific with respect to tangible outcomes so that salespeople will have greater flexibility when dealing with different customers.
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False
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"Our product will help you increase your revenue by 20% within 12 months" is an example of a good customer value proposition.
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True
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Customer buying motives are almost always tied to reducing expenses.
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False
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"I need to reduce our costs" is an example of an emotional buying motive.
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False
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"I need to a good warranty in case something goes wrong" is an example of an emotional buying motive.
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True
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A camera's ability to upload pictures to Facebook automatically is a benefit.
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False
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A camera's ability to save time by automatically uploading pictures to Facebook is a benefit.
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True
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When attempting to schedule an appointment with a prospect, the salesperson should avoid suggesting a date because it will seem too pushy.
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False
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Relative to cold-calling, setting an appointment has no real advantages.
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False
