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| 1 | |
Common customer concerns generally: |
| | A) | Are unanticipated. |
| | B) | Fall into one of five areas. |
| | C) | Are self-evident. |
| | D) | Are not worth worrying about. |
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| 2 | |
Kathy, a member of the buying team for her company, listens to your sales presentation. Because she is risk-averse, you need to address her concern regarding: |
| | A) | Do I need your product? |
| | B) | Do I trust your company? |
| | C) | I don't really know you. |
| | D) | I need more time to consider your product. |
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| 3 | |
To address the customer concern "Do I need your product?" a salesperson needs: |
| | A) | A better price/value offering. |
| | B) | Knowledge of competitor's products. |
| | C) | More time to prepare his or her presentation. |
| | D) | To sell only to loyal customers. |
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| 4 | |
A new customer is concerned about whether you can deliver when, where, and what they need. These are part of which category of customer concerns? |
| | A) | Do I need your product? |
| | B) | Do I trust your company? |
| | C) | I don't really know you. |
| | D) | I need more time to consider your product. |
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| 5 | |
When making a sales presentation to a company using her competitor's product, Elaine focuses on her product and company, knowing it is usually the best way to address customer's concern about: |
| | A) | Is this your best price? |
| | B) | Loyalty to the existing supplier |
| | C) | I don't really know you. |
| | D) | I need more time to consider your product. |
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| 6 | |
Asking the customer to "put you to the test" is one way to overcome customer concern regarding: |
| | A) | Is this your best price? |
| | B) | Loyalty to the existing supplier |
| | C) | I don't really know you. |
| | D) | I need more time to consider your product. |
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| 7 | |
Amanda often encounters customers who ask for more time to consider her company's product. She knows customers may be reluctant to make a final decision because of the uncertainty of something new but, she may also have: |
| | A) | Build a social relationship before asking for the purchase. |
| | B) | Offered too many benefits for too low a price. |
| | C) | Smiled too often. |
| | D) | Failed to prove her value proposition. |
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| 8 | |
Natalie often has trouble during the price negotiation phase of a sales presentation. She needs to remember that value is a function of perceived benefits and: |
| | A) | Price. |
| | B) | Costs. |
| | C) | Customer's bankroll. |
| | D) | Indirect demand. |
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| 9 | |
The statement, "The most effective tool for negotiating with customers is a well-developed value proposition," is consistent with which of the following guidelines for negotiating win-win solutions? |
| | A) | Always value the value proposition. |
| | B) | Anticipation enhances negotiations. |
| | C) | Say what you mean and mean what you say. |
| | D) | Listen and validate customer concerns. |
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| 10 | |
When a customer states a clearly false and damaging statement about you, your product, or your company it is important to: |
| | A) | Use the feel-felt-found technique. |
| | B) | Directly deny the statement. |
| | C) | Question how the customer feels about what they said. |
| | D) | Bring out your third-party endorsements to respond to the statement. |
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