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A lead that meets or exceeds the screening criteria set by the salesperson's company is called A. acertified sales lead (CSL) B. a qualified prospect C. a referral D. asuspect E. funnel fodder ANSWERV V B Ingram and his co-authors define as a process designed to identify, qualify, and prioritize sales opportunitics, whether they represent potential new customers or opportunitics to generate additional business from existing customers. A. initial screening B. strategic prospecting C. cherry picking D. lead generation E. cold canvassing ANSWERVV B A true prospect has the product or service that the salesperson is selling. A. the budget or financial resources to purchase B. anced for C. the authority to purchase D. all of the above characteristics E. charactcristics A and B, but not necessarily C ANSWERV¥ D Ingram and his co-authors describe A. referrals by current customers B. electronic networking C. commercial lead lists D. inbound telemarketing E. cold calling ANSWERVV E Ingram and his co-authors say that getting valuable information about prospects." A. company records B. centers of influence C. corporate spies D. trade shows as "a very inefficient prospecting method." "can be found everywhere and can help in E. noncompeting salespeople ANSWERV V E Ingram and his co-authors briefly describe , which is a group that brings salespeople together for the purpose of exchanging information about prospects. A member will share leads with other salespeople whose products don't compete with his or hers, and will receive some in return. The organization has several chapters in the Lexington area. Of the prospecting methods that the authors present, this most closely resembles a method. Before contacting a prospect, why should salespeople gather comprehensive information about the prospect company and the buyer at that company? A. Prospects are usually impressed by salespeople who have "done their homework." B. The information will help the salesperson know what questions to ask during the sales dialogue .C. It helps the salesperson understand the buyer from a personal perspective. D. For all of the above reasons. E. For none of the above reasons; in fact, buyers think salespeople who know a lot about them are creepy. ANSWERV ¥ D A salesperson can (and should) gather basic information before meeting with the prospect. is an example of this type of information, as is - On the other hand, a lot of the important information about the selling situation can't be gathered until the salesperson engages the prospect in the sales dialogue. is an example of this type of information. A. Which of your competitors the buyer is talking to: the prospect's current supplier; The prospect's key competitors B. The buyer's educational and work background; the target market served by the prospect company; The size of the prospect's available budget C. The type of purchase (i.e., new task, straight rebuy, or modified rebuy); the prospect's motivation for buying; The buyer's communication style D. The buying center members and roles; the prospect's internal buying process; The buyer's hobbies and interests E. The prospect's current ANSWERVV B A salesperson can (and should) gather basic information before meeting with the prospect. is an example of this type of information, as is . On the other hand, a lot of the important information about the selling situation can't be gathered until the salesperson engages the prospect in the sales dialogue. is an cxample of this type of information. A. The type of purchase (i.e., new task, straight rebuy, or modified rebuy); the prospect's motivation for buying; The buyer's communication style B. The buyer's hobbies and interests; the products and services offered by the prospect company; The prospect's motivation for buying C. The buying center members and roles; the prospect's internal buying process; The buyer's hobbies and interests D. Which of your competitors the buyer is talking to: the prospect's current supplier; The prospect's key competitors E. The prospect's current supplier ANSWERV V¥ B When Pink writes about the old ABCs of selling, he is referring to the phrase " from the movie A. Always Be Closing; Glengarry Glen Ross B. Annoying But Clever; Cadillac Man C. Aggressive Beats Capable; Wall Street D. Advance Buyer Cash; Boiler Room ica) . Avoid Being Cannibalistic; Jerry Maguire ANSWERV V¥ A Pink defines the second word in his new ABCs of moving others as . It means approximately the same thing as the word A. mental stcadiness or emotional stability; equanimity A. a cognitive capacity; an emotional response; perspective-taking B. a reality; a myth; perspective takingself-serving: unselfish; empathy C. an instinctive response; a learned behavior; empathy D. strategic; random; neither ANSWERV ¥ A A canned sales presentation A. is typically used by highly experienced salespeople B. is recited by the salesperson or delivered in recorded format, with no variation from customer to customer C. is a dialogue with a high level of customer involvement D. is described by all of the above E. is described by both A and BANSWERV JV B Which of the following is true with regard to written sales proposals? A. They are often viewed as more credible because they are in writing. B. They are often read by multiple people within the buying organization. C. They are usually associated with high-dollar-volume sales. D. All of the above. E. Both B and C. ANSWERV J D In a written sales proposal, the is a statement of how the sales offering (i-e., what the salesperson is selling) will add value to the prospect's business by mecting a need or providing an opportunity. A. customer value proposition B. commitment clause C, executive summary D. statement of net value (SNV) E. solution description ANSWERV V A Which of the following is the best example of a customer value proposition? A. If you use our product, you'll be giving your employees a resource that your competitors’ employees don't currently have. B. Our product will increase your employees' productivity by ten percent. C. Using our product's data analysis automation feature will improve your employees’ productivity by ten percent within six months. D. | propose that if you become our customer, our product will provide you so much added valuc that you'll wonder how you ever did without it. E. Our product will help your employees be more productive. ANSWERV V C Ingram and his co-authors state that in the planning stages of the sales presentation, the salesperson may not be aware of all of the prospect's needs and priorities. At this point, the salesperson should focus on A. addressing the buyer's concerns B. linking product benefits to hypothetical needs of the prospect C. ways to carn the prospect's commitment D. the first two stages of the ADAPT process E, rehearsing the traditional closing methods in front of a mirror ANSWERV ¥ D Shae then makes the point, "So, people will know that this product is available and they'll come to your stores to look for it." The authors of your primary textbook (1... Ingram and his co-authors) would classify Shae's first statement (i.c., the statement that her company would be spending $120 million on television advertising and social media) as a(n) A. benefit statement B. feature statement C. advantage statement D. trial commitment E ANSWERVV B At what point in a sales presentation should a salesperson begin focusing on price’? A. At the very beginning of the sales dialogue (to ensure that the buyer can afford the product) B. After asking the buyer to make the purchase—and then only if the buyer asks about the price C. Immediately after the ADAPT or SPIN questions have been asked and answered D. Never FE. Once the prospect's needs have been defined and the salesperson has shown how the product or service is the solution to those needs ANSWERVV E Madison Matteson hangs up the phone and smiles. She has just succeeded in setting up an appointment with a new prospect, Gwen Gwynn. The appointment is for a week from today. What should Madison do next? A. Make a note reminding herself to call Gwen tomorrow, with the purpose of thanking Gwen for agreeing to the appointment B. Send a fax, email, or letter that outlines the agenda for the meeting and reminds Gwen of the appointment C. Begin the process of determining whether Gwen is a qualified lead D. Check her calendar to make sure she's able to meet Gwen at the time that they have agreed upon E. Make a note reminding herself to call Gwen later today, with the purpose of finding out whether Gwen has any friends who might also be interested in what Madison is selling ANSWERVV B Which of the following is an cxample of intcrrogative sel{-talk? A. "Somebody wants to buy from me today. I know it." B."I'm the best. This is going to be a breeze." C."Can I close a sale today?" D."Of course I can make a sale this morning. I am the world's greatest salesperson." E."If others who are not as smart as I am can sell, then so can I." ANSWERV¥V C According to Dan Pink, the three essential components of buoyancy are while you're preparing for a sales call, during the call, and after the call. A. positivity; objective realism; a healthy dose of doubt B.posilive imagery; presumplion of success; strategic sclf-distraction C.interrogative self-talk; positivity; explanatory style D. meditation; deep breathing; self-reward E. constructive ideation; reassuring self-talk; critical self-analysis ANSWERV JV C B. Is this pervasive? C. Is this personal? D. All of the above E. A and B only ANSWERVV D According to Ingram and his co-authors, the most effective sales dialogues A. communicate value in an interesting and understandable way B. encourage buyer feedback C. are planned and practiced. D. are described by all of the above E. are described by both A and C ANSWERV¥ D Verbal probes that the salesperson asks in scarch of brief feedback or a simple "yes" or "no" are called . Ingram and his co-authors point to "What do you think?" and "Does this make sense to you thus far?” as examples. A. filler phrases B. interlocutories C. check-back/ Response checks D. superlatives E, interrogatives ANSWERV¥ C A buyer usually is more interested in some of a product's features and benefits than others. Furthermore, the product may offer a couple of benefits that are of little to no interest to the buyer. The major objective of the ADAPT or SPIN questioning process is to figure out which benefits are important to the buyer. During the presentation, the salesperson will then link those specific benefits, which are called , to the buyer's key issues and needs. A. evoked bencfits B. swect-spot benclits C. evaluative criteria D. friendly benefits E. confirmed benefits ANSWERVV E During the presentation, verbal support elements help the salesperson hold the buyer's attention and increase the buyer's understanding and retention. Verbal support elements include A. comparisons and analogies B. characteristics of the salesperson's voice C. examples and anecdotes D. all of the above E. A and C only ANSWERVV D Kirsten Thurston tells her prospect, Garrison Harrison, "Mr. Harrison, if your company uses our CRM software, you'll find that it's as if you had your own personal efficiency expert working 24/7 to organize and manage your most important information for you—and that efficiency expert is ready to hand you the file you need before you've even asked." Kirsten has just used a(n) A. analogy B. metaphor C. example B. proof providers C. superlatives D. guarantees E. specifications ANSWERV V B When is a testimonial especially effective as a proof provider? A. When the prospect knows or recognizes the person or organization providing the testimonial B. When the person or organization providing the testimonial is highly respected C. When it is printed on the letterhead of the recommender, and also signed D. In all of the above cases E. In both cases A and BANSWERVV D Kaylee Bailey is making a sales presentation to a buying group. The group consists of six people, and they are sitting around a large table in a conference room. Kaylee is standing at the front of the room, near the screen where her PowerPoint slides are shown. Which of the following pieces of advice should Kaylee keep in mind when members of the group ask questions? A. Make eye contact with the person who is asking the question B. Make sure everyone has heard the question before answering it C. When you answer, address the entire group D. All of the above E. Both B and C ANSWERVV D Dan Pink defines as "the capacity to help others see their situations in fresh and more revealing ways and to identify problems they didn't realize they had." A. influence B. perspective taking C. attunement D. clarity E, extrasensory perception ANSWERV V D Salespeople have traditionally been viewed as Pink points out, however, that today's successful salespeople are A. skilled at answering questions; good at asking questions B. sinners; saints C. problem solvers; problem finders D. All of the above answers are correct .E. Both A and C are correct. ANSWERV V E In the past, the best salespeople were those who were highly skilled at finding information that others (customers or competitors) didn't have. Today, with so much information available, the best salespeople are those who sort through massive amounts of information, find the pieces that add relevance and clarity to their proposition, and present those pieces to their prospective buyers. This skillful handling of information is called A. librarianism C. Good news! You have the prospect involved. Now you can start to determine customer interest and measure the buyer's understanding of the problem .D. All of the above. E. Both B and C. ANSWERVV D Regarding a price objection, with which of the following statements would Ingram and his co-authors likely agree? A. A price objection may be a cover for the real reason for the prospect's reluctance to buy. B. A price objection is usually the most difficult to overcome. C. The price objection is the most common form of buyer resistance. D. All of the above. E. Both A and C. ANSWERV¥V E You work as a sales representative for Rish Equipment Company. a distributor of Komatsu, ‘Terex, and Atlas construction and mining equipment. Today, you are calling on a mining company with the objective of selling 12 Komatsu Model PC220-8 crawler excavators. The mining company's chief operations officer, Burton Merton, listens halfheartedly to your presentation and is visibly unimpressed. Then, he tells you, "My father was in this business, too, and he taught me everything I know. One of the things he taught me is to never buy a piece of Komatsu heavy equipment." Ingram and his co-authors would classify Burt's resistance as a objection. A. product B. source C. no-need D. price E. time ANSWERVV A Your prospect has just told you, "I can't commit to buying your product. The price is higher than we normally allocate for a fleet vehicle." You then say, "I respect you for handling your company's money responsibly and for wanting only the best deal. You want to know for certain that this model's increased fuel efficiency and minimal maintenance requirements will offset any additional upfront purchase allocation, right?" The authors of your primary textbook (i.e., Ingram and his co-authors) would describe what you have just done as A. directly denying the prospect's objection B. forestalling the prospect's objection C. the compensation technique D. the third-party reinforcement technique E, indirectly denying the prospect's objection ANSWERVV/ C Ingram and his co-authors recommend several approaches to responding to an objection. One of these is the forestalling technique. What does it mean to "forestall an objection"? A. To expect the objection, and address it as part of your presentation before the prospect has an opportunity to voice it B. To postpone your response hoping that the prospect will forget about it—this is also sometimes called the hell freezes over technique C. To postpone your response until you have been able to emphasize confirmed benefits— this is the same as the coming-to-that technique D. To put your response off until another day by saying, "I'll research that and get back to you" 
