Quiz 6 Consumer Psychology and Marketing

Question 1

2 out of 2 points

The worst type of objection the purchasing agent for the hospital could have is:

Selected Answer:       

1. his claim that the x-ray equipment is too expensive

Question 2

2 out of 2 points

Kerry encounters far more objections at the point in a sales call when he actually attempts to gain buyer commitment than at any other time. This pattern suggests he:

Selected Answer:       

1. may be omitting significant selling points in his presentation

Question 3

2 out of 2 points

Selling a new and different good, service, or idea is called:

Selected Answer:       

1. pioneer selling

Question 4

2 out of 2 points

Which of the following is identified by the text as an underlying reason why buyers raise objections?

Selected Answer:       

1. The buyers misunderstand what the salesperson is describing.

Question 5

2 out of 2 points

Which of the following is an example of an objection related to the price?

Selected Answer:       

1. “The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money.”

Question 6

2 out of 2 points

Which of the following actions exhibits the positive attitude necessary to handle objections properly?

Selected Answer:       

1. Answer sincerely.

Question 7

2 out of 2 points

When responding to a buyer’s objection, a salesperson should:

Selected Answer:       

1. listen as though you have never heard that objection before

Question 8

2 out of 2 points

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as:

Selected Answer:       

1. forestalling

Question 9

2 out of 2 points

Rhonda is suspicious about Adam’s statement that his company cannot afford her product. Her precall research on the firm suggested not only do they need the new piece of equipment, but also that financing can be obtained from a local bank. In fact, the more she thinks about it, there was something about the tone of his voice that makes her believe this was just a(n) _____ to hide his real objection to buying.

Selected Answer:       

1. excuse

Question 10

2 out of 2 points

Professor Donoho uses a nonverbal probing technique called FSQS or:

Selected Answer:       

1. friendly silent questioning stare

Question 11

2 out of 2 points

In the _____ method of handling objections, the salesperson tells the prospect the objection just presented is not true, but does so in a manner that softens the response.

Selected Answer:       

1. indirect denial

Question 12

2 out of 2 points

The _____ method of responding to objections acknowledges that the objection is valid, but then proceeds to offer some offsetting advantages of the good or service being sold.

Selected Answer:       

1. compensation

Question 13

2 out of 2 points

With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now.

Selected Answer:       

1. revisit

Question 14

2 out of 2 points

At times a buyer voices opinions or concerns more to vent frustrations than anything else. When this occurs, the text recommends the salesperson respond using the _____ method.

Selected Answer:       

1. acknowledge

Question 15

2 out of 2 points

Salespeople most often use the postponement technique to handle the _____ objection when it comes early in the sales presentation.

Selected Answer:       

1. price

Question 16

2 out of 2 points

Closing is defined as:

Selected Answer:       

1. asking for the buyer’s business

Question 17

2 out of 2 points

Why is it important for salespeople to become skilled in obtaining prospect commitment?

Selected Answer:       

1. It is intrinsically and extrinsically rewarding.

Question 18

2 out of 2 points

The owner of Molly’s Gift Shop ordered a brass sculpture from The Brass Baron, a distributor of garden whimsy, for $225. The invoice she received from The Brass Baron read, “2/15, n/30,” and arrived on March 19. How much will she have to pay if she pays the invoice by April 10?

Selected Answer:       

1. $225

Question 19

2 out of 2 points

The terms and conditions of sale include shipping costs. The seller quotes an FOB price. The letters FOB stand for:

Selected Answer:       

1. free on board

Question 20

0 out of 2 points

Betty has agreed to purchase a new CT-scan device for her hospital under the terms FOB origin. Betty is expecting:

Selected Answer:       

1. Free on board with shipping and installation paid by the seller

Question 21

2 out of 2 points

“Would you like me to send an order to your distribution center today?” said the salesperson using the _____ closing method.

Selected Answer:       

1. direct request

Question 22

0 out of 2 points

The _____ method of closing a sale attempts to bring to the table all issues of concern to the prospect–even though the salesperson may not be able to resolve all of them.

Selected Answer:       

1. benefit summary ( A. is Correct)

Question 23

2 out of 2 points

Julie had trouble sleeping last night. After two weeks of looking and comparing alternatives, she finally bought an iMac computer. Then she lay awake most of last night worrying about whether she should have purchased a different brand. The term for what Julie is experiencing is:

Selected Answer:       

1. buyer’s remorse

Question 24

2 out of 2 points

Which of the traditional closing methods is based on getting the buyer perceiving himself or herself as an “agreeable” person?

Selected Answer:       

1. continuous yes close

Question 25

2 out of 2 points

Which of the following is a major reason why salespeople fail to obtain commitment?

Selected Answer:       

1. fear of asking