chapter 6—Planning Sales Dialogues and Presentations

Chapter 6—Planning Sales Dialogues and Presentations

MULTIPLE CHOICE

1. When planning sales presentations, the salesperson must:

a.	List all the features and benefits his/her product provides
b.	Identify the major competitive advantages of his/her product
c.	Write a script to guide the sales encounter
d.	Remember that most prospects have the same needs and expectations.
e.	Remember to focus on customer needs and how the customer defines value

2. Which of the following best reflects the relationship between sales calls and sales dialogue?

a.	Sales calls and sales dialogue are the same thing.
b.	Many sales dialogues occur during a sales call.
c.	Sales dialogue refers to business conversations which could include one or more sales calls.
d.	Sales dialogue occurs prior to a sales call.
e.	None of the above are accurate.

3. Which of the following is not one of the common types of sales communications formats?

a.	Canned sales presentation
b.	Directed sales presentation
c.	Written sales presentation
d.	Organized sales presentation
e.	Memorized sales presentation

4. Which of the following types of sales communications formats make the assumption that customer needs and buying motives are homogeneous?

a.	Canned sales presentation
b.	Directed sales presentation
c.	Written sales presentation
d.	Organized sales presentation
e.	Motivational sales presentation

5. Which of the following types of sales communications formats is most likely to be associated with telemarketing?

a.	Directed sales presentation
b.	Written sales presentation
c.	Organized sales presentation
d.	Canned sales presentation
e.	Motivational sales presentation

6. A telemarketing organization would probably want its salespeople to use a ____.

a.	Directed sales presentation
b.	Canned sales presentation
c.	Written sales presentation
d.	Organized sales presentation
e.	Motivational sales presentation

7. Limitations of the canned sales presentation include all of the following except:

a.	It may alienate buyers who want to participate in the interaction.
b.	Sales resistance may be increased because the prospect's objections cannot be anticipated.
c.	It may be awkward to use with a broad product line.
d.	It does not handle interruptions well.
e.	It fails to capitalize on the salesperson's ability to tailor the message to the prospect.

8. Which of the following types of sales communications formats requires the least amount of buyer involvement/input?

a.	Directed sales presentation
b.	Written sales presentation
c.	Customized sales presentation
d.	Canned sales presentation
e.	Organized sales dialogues

9. Sally is interested in creating a completely self-contained sales proposal. She should probably develop a ____.

a.	Directed sales presentation
b.	Written sales presentation
c.	Organized sales presentation
d.	Canned sales presentation
e.	Customized sales presentation

10. Ethan is a purchasing manager for an industrial chemical company. Kim is a salesperson for a raw materials provider is contacting Ethan in an effort to initiate a relationship. Kim is adopting a _______________________ format, which is probably the best format for this situation.

a.	Directed sales presentation
b.	Written sales presentation
c.	Organized sales presentation
d.	Canned sales presentation
e.	Customized sales presentation

11. Ethan is a purchasing manager for an industrial chemical company. Kim is a salesperson for a raw materials provider is contacting Ethan in an effort to initiate a relationship. Kim is adopting a _______________________ format, which is probably the worst sales presentation format for this situation.

a.	Directed sales presentation
b.	Written sales presentation
c.	Organized sales presentation
d.	Canned sales presentation
e.	Customized sales presentation

12. Which of the following is untrue about written sales proposals?

a.	They are usually associated with high-dollar-volume sales.
b.	They work well for canned sales presentations because they tell the salesperson exactly what to say.
c.	They are often viewed as more credible because they are in writing.
d.	They are often scrutinized by various people in the buying organization.
e.	They are frequently used in competitive bidding situations.

13. Which of the following is a major advantage of effective written sales proposals?

a.	They are able to continue selling in the absence of the salesperson.
b.	They do not bind the selling organization to anything in particular.
c.	They are easy to write and do not take a lot time to put together.
d.	They are always more effective than oral presentations.
e.	All the above are major advantages.

14. Tim, a buyer for a large office complex, releases an RFP. An RFP is a(n) ____.

a.	Request For Proposals
b.	Request For Parts
c.	Reorder Failing Parts
d.	Request For Personnel
e.	Radio Frequency Protocol

15. Salespeople know that buyers do not want to spend a lot of time reading sales proposals that are inappropriate for solving their particular needs. Accordingly, salespeople need to make sure they write an enticing ____.

a.	Needs and Benefits Analysis
b.	Company Description
c.	Executive Summary
d.	Cover page
e.	Introduction

16. Which of the following is not one of the dimensions typically used when evaluating sales proposals?

a.	Reliability
b.	Assurance
c.	Resistance
d.	Empathy
e.	Tangibles

17. Which of the following types of sales communications formats is most flexible?

a.	Directed sales presentation
b.	Written sales presentation
c.	Organized sales dialogues
d.	Canned sales presentation
e.	Motivational sales presentation

18. Which of the following types of sales presentations depends heavily upon the salesperson's ability to uncover the buyer's needs?

a.	Directed sales presentation
b.	Memorized sales presentation
c.	Organized sales dialogue
d.	Canned sales presentation
e.	Motivational sales presentation

19. Andy’s customers have different needs and different ways of interacting. Andy would benefit most from utilizing:

a.	A canned sales presentation format.
b.	A written proposal format taking advantage of proposal boilerplates/templates
c.	A memorized sales presentation
d.	An organized sales dialogue
e.	All of the above will produce similar results

20. When uncovering needs for an organized dialogue (presentation,) approximately how much time should the salesperson speak?

a.	About 80% of the time
b.	About 50% of the time
c.	About 30% of time
d.	About 100% of the time
e.	About 0% of the time

21. Sales dialogue planning templates are primarily useful for ____ presentations.

a.	Written
b.	Organized
c.	Canned
d.	Directed
e.	A, B, and C are correct

22. The sales dialogue planning template contains sections for each of the following, except ____.

a.	Customer value proposition
b.	Sales call objective
c.	Beginning the sales dialogue
d.	Current Suppliers
e.	Resolving complaints

23. Which of the following is the best example of a customer value proposition?

a.	Our product will help your employees be more productive.
b.	Our product will help your employees increase productivity by 10%.
c.	Utilizing the data analysis automation feature of our product will improve your employees’ productivity by 10% within six months.
d.	I propose that if you become our customer, our product will provide you added-value.
e.	All of the above are good examples of customer value propositions.

24. Which of the following is not a recommendation for creating an effective customer value proposition?

a.	Tell them what they want to hear
b.	Be as specific as possible
c.	Keep the statement simple
d.	Include key benefits likely to be most important to the particular prospect
e.	All of the above are appropriate recommendations

25. Sally is looking for a way to clearly communicate why her prospects should do business with her. Sally should learn how to:

a.	Negotiate effectively
b.	Develop customer value propositions
c.	Handle buyer resistance
d.	Promote her product’s features and benefits
e.	Develop effective visual aids

26. Which of the following is not a type of buying motive?

a.	Rational	c.	Physical
b.	Emotional	d.	Combination of rational an emotional

27. Which of the following is not a type of buying motive?

a.	Rational
b.	Emotional
c.	Physical
d.	Combination of rational and emotional
e.	All of the above are types of buying motives

28. Bill is a salesperson in a highly competitive industry. Because his prospects usually evaluate multiple offerings, Bill should make sure he:

a.	Understands the competitive positioning of his product
b.	Is able to handle multiple forms of resistance
c.	Covers extra features and benefits
d.	Covers the features and benefits his competitors’ products don’t possess
e.	Is prepared to lower his price

29. Natalie’s customers are usually interested in features that help their companies save money. With respect to the purchase decision process, these prospects are driven primarily by:

a.	Physical buying motives
b.	Rational buying motives
c.	Emotional buying motives
d.	Irrational buying motives
e.	A combination of rational and emotional

30. Natalie’s customers are usually interested in features that help their companies appear more “high-tech.” With respect to the purchase decision process, these prospects are driven primarily by:

a.	Physical buying motives
b.	Rational buying motives
c.	Emotional buying motives
d.	Irrational buying motives
e.	A combination of rational and emotional

31. Natalie’s customers are usually interested in features that help their companies appear more “high-tech” while at the same time reducing costs. With respect to the purchase decision process, these prospects are driven primarily by:

a.	Physical buying motives
b.	Rational buying motives
c.	Emotional buying motives
d.	Irrational buying motives
e.	A combination of rational and emotional

32. Victoria is selling a high-end commercial copy machine to medium-sized business organizations. The machine’s ability to function on a wireless network is one of its ________________.

a.	Features
b.	Benefits
c.	Rational buying motives
d.	Emotional buying motives
e.	Both a and c are correct

33. Victoria is selling a high-end commercial copy machine to medium-sized business organizations. The machine’s ability to allow users to save time by sending work directly to the copier over the wireless network is one of its ________________.

a.	Features
b.	Benefits
c.	Rational buying motives
d.	Emotional buying motives
e.	Both a and c are correct

34. With respect to the purchase decision process, prospects are most interested in:

a.	Features that produce benefits addressing their buying motives
b.	All features and benefits of a particular product
c.	Only the features and benefits they are familiar with
d.	Only the features and benefits others have talked about
e.	All of the above

35. During the first few minutes of the sales call, salespeople should do all of the following except:

a.	Be friendly
b.	Stick to the agenda
c.	Be positive
d.	Show sensitivity to the customer’s needs and opinions
e.	They should do all of the above

36. Bob is a salesperson for CDE Inc. and has just started a sales call with a prospect. The prospect wants to discuss something different than what Bob had on his agenda. Bob should:

a.	Be flexible and alter his agenda
b.	Immediately change the topic of the conversation back to what is on his agenda
c.	Ask to speak with someone else
d.	Remind the customer of his agenda and ask permission to “get back on task”
e.	End the sales call early

37. As a general rule, when should the salesperson begin focusing on the price of the product?

a.	Never
b.	Once the prospect’s needs have been defined and the salesperson has shown how those needs can be addressed with the product or service
c.	Once the prospect’s needs have been defined but just prior to the salesperson introducing solutions.
d.	At the beginning of the sales dialogue to ensure the buyer can afford the product (and avoiding wasting time if the buyer can’t afford the product)
e.	After asking the buyer to make a purchase (and then only if the buyer asks for the price)

38. The last section of the Sales Dialogue Planning Template is:

a.	Earn Prospect Commitment
b.	Build Value through Follow-Up Action
c.	Handle Resistance
d.	Assess Sales Call Performance
e.	None of the above

39. Chris wants to improve the chances of getting appointments with prospects. Which of the following will help Chris when making appointments?

a.	Give the prospect a reason to grant the meeting
b.	Request a specific amount of time
c.	Suggest a specific time
d.	Suggest a specific date
e.	All of the above are helpful

40. Chris wants to improve the chances of getting appointments with prospects. All of the following will help Chris when making appointments except:

a.	Give the prospect a reason to grant the meeting
b.	Request a specific amount of time
c.	Suggest a specific time
d.	Take the prospect to lunch or dinner
e.	All of the above are helpful

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