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Multiple Choice Quiz
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1
Vera is studying sales. She learns that closing the sale should take place:
A)At any point in the sales presentation.
B)Before addressing objections.
C)When the full value proposition has been articulated.
D)When the sales person is finished.
2
Active listening means:
A)Carefully monitoring the dialogue with the customer.
B)Watching for buying signals.
C)Picking the right time to close.
D)All of the above.
3
When using silence to close the sale, it is important to:
A)Count the seconds on your watch.
B)Allow a maximum of a few seconds for the customer to respond.
C)Watch the customer' eyes while saying nothing.
D)Give the customer the maximum leeway to respond.
4
A hotel customer calls and asks about the availability of a room for the next evening. The salesperson responds "Yes, and I have reserved it in your name." This is an example of a __________ close.
A)Direct.
B)Alternative choice.
C)Minor point.
D)Assumptive.
5
In a sales presentation, Olivia pulls out a sheet of paper and begins listing the reasons for buying and remaining questions before placing an order. Olivia is using the ____________ closing.
A)Direct.
B)Summary-of benefits
C)Balance sheet
D)Buy-now
6
When a salesperson creates a sense of urgency, encouraging the prospect to make the purchase decision now, he or she is using the ___________ closing technique.
A)Direct.
B)Summary-of benefits
C)Balance sheet
D)Buy-now
7
Which of the following is NOT a type of buying signal?
A)Giving positive feedback.
B)Raising objections.
C)Seeking other opinions.
D)Providing purchase requirements.
8
When a customer thinks he or she has received less than what they were promised by the salesperson, a ______________ exists.
A)Performance gap
B)Opportunity for empathy.
C)Minor point closing situation.
D)Buying signal.
9
Which of the following is a common source of post-sale performance gaps and complaints?
A)Product delivery.
B)Credit and billing.
C)Installation of equipment.
D)All of the above.
10
Roberto is training his staff to improve service recovery. Roberto tells his staff to:
A)Listen carefully to what the customer has to say.
B)Never argue.
C)Don't make excuses.
D)All of the above.





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