CHAPTER 14

Some companies no longer include closing methods in their sales training programs.

The close is a good time to deal with controversial areas and problems.

When doing business in most of Latin America, your business card should be translated into Spanish.

Lack of self-confidence may prevent salespeople from asking for the order.

Requirements posed by the customer may indicate readiness to buy.

Most nonverbal closing clues are easy to detect and interpret.

An example of a trial close is when the salesperson says, "Can I get your signature here?"

As a general rule, a salesperson should ask for the sale no more than three times.

One of the least subtle buying signals displayed by the customer is the question

The direct appeal close is often avoided by salespeople because it adds complexity to a selling/buying situation.

When you are working on a large, complex sale you should try to achieve incremental commitment.

After closing the sale, it would be proper to say, "Do you know anyone else who might be interested in this product?"

When a customer says "no" there is no chance that the decision can be changed.

The direct appeal works best if it does not come during the sales presentation.

Role playing is the best-known way to experience the feelings that accompany closing and practice the skills needed to close sales.

Difficulties closing the sale are most likely to arise when: A) the salesperson is not strategically prepared for the close B) the "magic moment" has elapsed before the close has been attempted C) verbal and nonverbal clues contradict each other D) the customer responds positively to the trial close E) the salesperson has full confidence in the close

Which of the following is NOT one of the buying anxieties that make customers reluctant to commit, according to Gene Bedell, author of 3 Steps to Yes? A) loss of options B) lack of loyalty C) fear of making a mistake D) social pressure E) peer pressure

During the close, attention should be focused on: A) a more detailed analysis of customer objections B) introducing the customer to associated products and services C) the one specific benefit that generates the most excitement D) the ceremonial aspect of the presentation E) the features the product has that set it apart from the competition

A salesperson who says, "As I described earlier, we have two financing methods available; Which of them do you prefer?" is using which of the following closing methods? A) negotiate the single problem B) special concession C) direct appeal close D) multiple options E) combination method

When you are working on a large, complex sale you should try to achieve: A) partnership B) synergy C) immediate commitment D) total commitment E) incremental commitment

A salesperson who says, "If you will sign the order today, I can guarantee delivery within five days," is using which of the following closing methods? A) direct appeal B) assumption C) limited choice D) summary-of-benefits E) combination

Which is NOT true of doing sales work in Latin America? A) You might receive a hug and pat on the back as part of the greeting process. B) Your interactions with decision makers will be direct and efficient. C) Lunch with the client could last for many hours. D) You will offend a Brazilian client by attempting to speak Spanish with them. E) Latin Americans do not value professional credentials or titles.

You have covered the major points of the sales presentation and detected considerable buyer interest, but you feel that the prospect will not be able to put the entire picture together without help. Which type of closing would be most appropriate? A) balance sheet close B) management close C) summary-of-benefits close D) trial close E) assumptive close

After closing a sale, the salesperson should do all of the following, EXCEPT: A) congratulate the customer on making a wise decision B) describe the satisfaction that will come from owning the product C) ask for names of new prospects (referrals) D) initiate a general conversation E) resell the buyer emotionally to prevent buyer's remorse

Prior to the introduction of consultative selling and the partnering era, closing was often presented as: A) not necessary if the product was quality B) a game that could be won with strong persuasion C) a battle between salesperson and buyer D) the only thing a salesperson needed to practice E) the most important aspect of the sales process

All of the following are major steps to be followed when using the multiple options close, EXCEPT: A) review methods of payment B) configure more than one product solution C) remove products that the prospect does not seem genuinely interested in D) cease discussing or showing new products E) concentrate on the options the prospect seems to be interested in

Michael LeBoeuf, author of How to Win Customers and Keep Them for Life, says that a surprising number of yes responses come: A) before the salesperson even asks for the order B) on the fourth or fifth closing attempt C) after the salesperson asks for the order D) after the salesperson asks for the order twice E) after the salesperson gives up the sale as lost

A closing clue can be described as a(n): A) indication that the customer is undecided about the buying decision B) indication you should speed up the sales presentation C) verbal or nonverbal form of feedback from the customer D) indication that the prospect fully understands the merits of your product E) request from the customer for more information

The statement, "We have always wanted to own a travel trailer like this one," is a closing clue that falls into which of the following categories? A) benefits B) requirements C) questions D) recognitions E) assumptions

If the prospect says "no," which of the following should the salesperson avoid? A) Thank the prospect sincerely. B) Prepare the prospect to evaluate competing products. C) Review the chain of events. D) Make sure the deal is really dead. E) Display open disappointment and indicate that you would like to return later and present the proposal a second time.

To close a sale more effectively, it helps to look at the value proposition: A) from the customer's point of view B) from the competition's point of view C) as a made-up concept D) as the objective to reach for E) to determine which type of close to use

Incremental closes are especially appropriate for products: A) with a direct sales cycle B) with a long, complex sales cycle C) that are extremely expensive D) requiring more than one decision-maker to purchase E) that are complex technically

Withholding information from customers to reveal at the close is a bad idea because springing new information could: A) be a violation of federal "truth in advertising" laws B) cause the customer to buy more units C) jeopardize the sale and cause bad feelings D) be considered an assumptive close E) benefit a rival salesperson

Salespeople should be confident at the time of the close if they can answer "yes" to all of the following questions EXCEPT: A) Do you believe in your product? B) Do you believe in your company? C) Do you believe in yourself? D) Are you ready to give discounts if they are needed? E) Have you identified a solution to the customer's problem?

An indication, either verbal or nonverbal, that the prospect is preparing to make a buying decision is called: A) an assumptive close B) a trial close C) a verbal clue D) a non-verbal clue E) a closing clue

All of the following are nonverbal buying clues EXCEPT: A) The prospect asks about the terms of the sale. B) The prospect's facial expression changes. C) The prospect begins showing agreement by nodding. D) The prospect leans forward and appears to be intent on hearing your message. E) The prospect begins to examine the product or study the sales literature intently.

The best closing method is: A) the one the sales manager prefers B) the one that is appropriate to the customer C) the one the salesperson has rehearsed most often D) either the assumptive or the summary-of-benefits close E) the multiple options close

Salespeople should never put pressure on a buyer with this communication style, and must understand the buyer's perceived risks to overcome them. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective

Salespeople should provide support for this type of buyer's opinions and ideas, as this buyer needs social acceptance. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective

Salespeople should never put pressure on a buyer with this communication style, and will not get anywhere by appealing to emotions. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective

Salespeople should persist if the first effort to close is rejected, as this type of buyer admires persistence. Which communication style does this buyer have? A) directive B) rational C) supportive D) emotive E) reflective

The confirmation step is important because it: A) assures that the customer can not back out of the purchase B) reassures the buyer that they made the right decision C) means that the salesperson can collect the commission on the sale D) leads into the service step E) signals to the shipper to ship the product

An emotional response that can take various forms such as feelings of regret, fear, or anxiety is: A) Saturday-morning syndrome B) buyer's high C) buyer's remorse D) closing reluctance E) closing reserve

When a sale is lost, it is important to review the chain of events because: A) a client that has been lost once will be lost again B) the sales manager can take appropriate disciplinary action against the salesperson C) this will help the salesperson to determine how to retaliate against the competition D) this will enable the salesperson to learn from his or her mistakes E) this will determine if the client signed a letter of agreement or not

Once a salesperson has lost a deal, the salesperson should: A) remove the client's records from the CRM system B) send the client an email expressing displeasure with the negotiation process C) avoid contact with the client D) make sure the client knows about the weaknesses of the competitor E) keep the door open for future sales

A ________ is any positive statement regarding your product or some factor relating to the sale, such as credit terms or delivery date.

________ ________ is an emotional response that can take various forms such as feelings of regret, fear, or anxiety.

________ selling cycles have become a fact of life in recent years.

________ ________ are closing attempts made at opportune times during the sales presentation to encourage the customer to reveal readiness or objection to buying.

The ________ ________ close offers the buyer something extra for acting immediately.

There are a number of factors that will increase the odds that you will close the sale. List the guidelines for closing the sale that have universal application.

What suggestions would you give to a salesperson that does not successfully close a sale?