Which of the following statements is true of service enthusiasm

The salesperson has the responsibility to sell different types of products/services of an organization. A salesperson efforts for the establishment and success of a new product in the marketplace. At the same time, the salesperson needs to pay attention to the existing products in the market without losing their competitive advantage. So, this statement is false.

The salesperson is responsible for the success of the existing product of an organization. This does not restrict the responsibility of the salesperson to take up effective steps to enhance the competitive advantage of the new product launched by the organization. The salesperson needs to plan and take actions for increasing the sales of both new and existing products. So, this statement is not true.

Selling can be understood as a business deal in which money is exchanged for a specific product or service. Marketing is a process that includes several activities undertaken by an organization to promote its product or service in the marketplace. Therefore, selling and marketing cannot be used correspondingly. So, this statement is not true.

The success of a product is completely dependent upon the efficiency of the salesperson. As the salesperson directly connects with the buyers, recognizes their actual needs, and provides them with the exact products, it, in turn, fulfills their intended needs. So a salesperson impacts directly the successful functioning of a business. Hence, this statement is true.

Every profession has its own importance. Every profession has the capability to generate revenue in an economy in its own manner. So not only does the legal profession generate profits, but the sales profession also has great potential to earn profits in an economy. Sales is a way a company generates income exclusively by selling its product or services. So, this statement is not true.

So, option D is the right option.

Enthusiasm, however, can be 'overdone', as one respondent told me who, with his friends, used to laugh at the teacher who was 'trying too hard'!

I suspect that this over enthusiasm may turn off readers from what is an interesting volume in many ways.

Such oft-repeated statements, however, do not dampen her enthusiasm for robotics as a means to understand biological form and function.

His enthusiasm for his subject produces some excessive stylistic flourishes, dramatic metaphors, rhetorical questions.

But their enthusiasm was swiftly deflated by immediate problems with the carriers who had been arranged for them.

The study is written with great enthusiasm and appreciation for the didactic methods of the treatise.

Some nurses expressed enthusiasm, yet were unable to articulate clearly what integration meant or represented.

A historical framework for understanding the contemporary enthusiasm.

Filling in the questionnaire and survey may have taken too much time and some producers lost interest and enthusiasm.

This profiling can rank your enthusiasm for promotions, your brand loyalty, whether you are a ' 'creature of habit' ' and when you prefer to shop.

Self-development was mentioned by only 2% of respondents, perhaps reflecting limited enthusiasm for continence care among nurses.

Fortunately for their intended victims, a series of high-profile acquittals# began to dampen their enthusiasm for libel prosecutions.

The same was true of patients with herniated disks, whose enthusiasm for back surgery was reduced after watching an interactive video (18).

Such uncertainties notwithstanding, most ministers and critics of enthusiasm in that period adhered to a corpuscular account of individual and collective imagination.

What matters is that she has been encouraged to create a musical event which has been received with interest and enthusiasm by the teacher.

These examples are from corpora and from sources on the web. Any opinions in the examples do not represent the opinion of the Cambridge Dictionary editors or of Cambridge University Press or its licensors.

Question 1

Which of the following statements is true of salespeople who engage in traditional selling?

a.They focus on maintaining long-term relationships with customers.

b.They engage in a high level of problem-solving activity.

c.They rely on integrative, win-win, and collaborative negotiation.

d.They move on to new prospects only once the current order is delivered to the customer.

e.They think that their job is over when they close a sale.

Question 2

Service enthusiasm:

a.helps minimize critical encounters with customers.

b.does not require a service-minded corporate culture.

c.is a core component of the traditional sales process.

d.does not help an organization generate profits.

e.helps put customers' convenience first.

Question 3

In the context of service enthusiasm, which of the following statements is true of reputation?

a.It is a core component of the traditional sales process.

b.It helps minimize critical encounters with customers.

c.It does not require a service-minded corporate culture.

d.It helps an organization attract and keep new customers.

e.It does not provide a competitive edge.

Question 4

When handling complaints from a customer, a salesperson must:

a.apply the practices of the traditional sales process.

b.listen carefully and get the whole story.

c.avoid critical encounters.

d.agree with the customer even if his or her expectations are unrealistic.

e.emphatically inform the customer what he or she cannot do.

Question 5

In markets where it is difficult to differentiate the core products, more and more companies are turning to _____ as a strategy to acquire and maintain customers.

a.traditional selling

b.field sales

c.cold canvassing

d.service quality

e.mass marketing

Question 6

Even though a salesperson is rarely responsible for installation, which of the following is a reason for him or her to be present when the products sold to a customer are being installed?

a.To get a referral from the customer before the sale is closed

b.To sell additional products to the customer

c.To act as a buffer between the installation team and the customer

d.To cover up delivery and installation mistakes

e.To ask the customer for a testimonial for future sales dialogues

Question 7

Scott is a salesperson for an automobile manufacturing company. He usually tries to increase the number of critical encounters with his customers to facilitate effective communication. Which of the following sequential components of effective salesperson follow-up is Scott focusing on in the given scenario?

a.Connect

b.Understand

c.Encourage

d.Interact

e.Relate

Question 8

Processing requests for rush deliveries does not affect long-term buyer-seller relationships.

 True

 False

Question 9

In the context of service enthusiasm, reputations:

a.help minimize critical encounters with customers.

b.do not take long to establish.

c.do not help salespeople distinguish themselves from the competition.

d.are key to the traditional sales process.

e.can be destroyed by a single negative event.

Question 10

Customers do not care about slogans and service claims until something happens to them.

 True

 False

Question 11

Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities should Natalie engage in if she wants to convert her customers into highly committed lifetime customers?

a.She should pass customer complaints to other people in her organization.

b.She should focus on short-term goals.

c.She should use cold canvassing for customer prospecting.

d.She should process requests for rush deliveries willingly.

e.She should make use of traditional selling methods.

Question 12

Ethan is a salesperson for an industrial equipment manufacturer. Once a prospect becomes a new customer, Ethan looks for ways to improve the services provided by his company and engages in regular follow-up activities to convert the new customer into a loyal customer. In the context of relationship enhancers, Ethan is engaged in _____.

a.adding value

b.practicing the hard sell

c.gaining more buyers

d.practicing traditional selling

e.getting referrals from the customer

Question 13

Which of the following do customers expect from salespeople?

a.To apply the practices of traditional selling when interacting with them

b.To avoid having critical encounters with them

c.To ask them for referrals

d.To use cold canvassing for customer prospecting 

e.To be accurate

Question 14

In the context of the relational sales process, keeping customers satisfied is important as it:

a.eliminates the need to improve product offerings.

b.increases a salesperson's competitiveness.

c.leads to customer trust.

d.provides competitor information.

e.eliminates the need to develop a strategic prospecting plan.

Question 15

Reliability, warmth, and friendliness are attributes that buyers expect in a salesperson.

 True

 False

Question 16

When delivering a presentation, standing to the left of the visual aid:

a.facilitates easier understanding of the sales message.

b.makes it easier to observe the audience's nonverbal cues.

c.makes it easier to direct attention to the visual aid.

d.diverts the attention of the audience to the speaker.

e.makes it easier for the audience to view the presentation.

Question 17

When dealing with prospective buyers, Marcus, a salesperson, consistently has trouble using presentation tools and sales aids effectively. Marcus could probably benefit from using the _____ Sequence.

a.SSES

b.SPES 

c.SIPS

d.IPSS

e.IPES

Question 18

Maintaining a constant speed of speech can add emphasis and guide buyers' attention to selected points of the presentation.

 True

 False

Question 19

In the context of a sales dialogue, the question "Does that answer your concern?" is an example of a response check.

 True

 False

Question 20

April, a sales manager at Temp-O Coolers, is presenting her company's new automatic air conditioner to a group of buyers. She says, "If the temperature of a room is too cold or too warm, the air conditioner, upon switching on, will automatically adjust its settings and bring the temperature back to the desired state." In this scenario, April has used a(n) _____ to support her presentation.

a.comparison 

b.anecdote

c.example

d.testimonial

e.analogy 

Question 21

In the context of verbal support elements, which of the following is true of examples in a sales dialogue?

a.It is used to divert attention from a topic of interest.

b.It is either real or hypothetical in nature.

c.It explains one product in terms of another.

d.It illustrates the similarities between two points.

e.It increases the buyer's level of interest in a product but fails to increase the buyer's understanding of the product.

Question 22

Which of the following gives an appearance of nervousness by salespersons?

a.Scanning rapidly from side to side

b.Identifying the decision maker in the group

c.Engaging in preselling

d.Establishing periodic eye contact with individuals

e.Arriving at a location before the buying group

Question 23

Which of the following is true of sales aids?

a.They are equally effective for all products, selling situations, and buyers.

b.They are used to accelerate a sales presentation.

c.They are aimed at a group of buyers rather than individual buyers.

d.They are most effective when developed for specific prospects and selling situations.

e.They are used to identify buyers' needs and solutions.

Question 24

Which of the following is true of feedback from a prospective buyer?

a.It helps salespeople create a successful canned sales presentation.

b.It helps salespeople schedule preselling venues according to the buyer's interest.

c.It helps the buyer identify a product's benefits and value.

d.It helps the buyer develop a positive perception of salespeople.

e.It helps salespeople assess whether he or she has successfully responded to the buyer's concerns.

Question 25

Which of the following is an example of sales aids?

a.Statistics

b.Testimonials

c.Check-backs

d.Case histories

e.Product demonstrations

Question 26

While promoting his company's sales force automation software, James, a salesperson at Bossworks, claims that using the software is like having a secretary that will work for free. In this scenario, James uses a(n) _____ to explain the software.

a.proof provider

b.anecdote

c.example

d.analogy

e.testimonial

Question 27

Which of the following is true of varying voice characteristics in a speech?

a.Varying the pitch often distracts listeners and forces their attention on the speaker rather than the message.

b.Maintaining a uniform pitch and speed ensures attention from listeners.

c.Altering volume from loud to soft can grab and hold the buyer's interest.

d.Increasing the rate of speed causes listeners to misunderstand a message.

e.Providing less critical information at a fast pace fails to hold the attention of listeners.

Question 28

When presenting to a group of buyers, which of the following tactics should be avoided by salespeople?

a.Using an overhead approach

b.Identifying the decision maker in the group

c.Arriving at a location before the buying group

d.Establishing periodic eye contact with individuals

e.Engaging in preselling

Question 29

Which of the following is most likely to impair a salesperson's potential for making a sale?

a.Continuous eye contact with the buyer

b.Lack of passion in voice

c.Lack of electronic media in sales aids

d.Lack of ability to assess buyers' nonverbal cues

e.Use of examples and analogies in sales dialogue

Question 30

A characteristic or quality of a product is referred to as a(n) _____.

a.feature

b.benefit

c.testimonial

d.sales aid

e.anecdote

Question 31

When a prospect objects because of customary reasons, a salesperson should:

a.use traditional commitment methods, such as standing-room-only close and assumptive close, to close the sale.

b.end the sales call gracefully.

c.send refer the prospect to a more experienced salesperson.

d.adopt the direct commitment technique to overcome the sales objection.

e.gain the prospect's trust by providing him or her with a thorough understanding of the salesperson, his or her company, and the products. 

Question 32

The forestalling method of responding to buyer objections should be used only when there is a high probability that the prospect will indeed raise the objection.

 True

 False

Question 33

Hameed, a salesperson in an electronics manufacturing company, makes a sales presentation to the owner of a small-scale company. At a particular point during the presentation, the prospect raises an objection stating that he has some concerns about the maintenance agreement. Hameed acknowledges his concern and lets him know that he will address it at the end of his presentation. In this scenario, Hameed uses the _____ method of handling sales resistance.

a.forestalling

b.coming-to-that

c.feel-felt-found

d.indirect denial

e.compensation

Question 34

The continuous yes close technique for gaining commitment is a selling technique in which the salesperson makes the assumption that the buyer wants to make a purchase.

 True

 False

Question 35

The _____ method is a response to buyer objections in which a salesperson converts a prospect's objection into a reason the prospect should buy.

a.forestalling

b.compensation

c.regrating

d.boomerang

e.priming

Question 36

In the _____ method of handling sales resistance, the salesperson tells the buyer that he or she will be covering the buyer's objection later in his or her presentation.

a.forestalling

b.coming-to-that

c.compensation

d.indirect denial

e.feel-felt-found

Question 37

Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson shows him but expresses concern about the fact that the car's engine is not as powerful as the other cars he is considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?

a."Why do you want an engine that has more power?"

b."Because the engine is less powerful, it is more fuel efficient, which means your company will save money."

c."Actually, most of our customers think the engine isn't that powerful, but it is as powerful as the engines of other cars in the same range."

d."You're mistaken; the engine has the same power as the other cars you are considering."

e."Yes, the engine is less powerful, but the car comes with several other features you said you wanted."

Question 38

The statement "I do not see the advantage of going with your proposal" should be viewed by a salesperson as a(n) _____.

a.trial commitment

b.firm rejection

c.commitment signal

d.indirect commitment

e.red light statement

Question 39

Sebastian plans to repaint his house for Christmas. He goes to a paint store and picks up two inexpensive tins of yellow paint. The salesperson at the store, however, tells Sebastian to buy the more expensive paint available at the store and warns Sebastian that if he does not buy the more expensive paint, he is bound to encounter the problem of dampness, ugly stains, and paint peeling sooner or later. He also tells Sebastian that these problems will cost him his savings. In this scenario, the salesperson is most likely using the _____ to earn commitment.

a.continuous yes close method

b.minor-points close method

c.fear close method

d.assumptive close method

e.standing-room-only close method

Question 40

Which of the following techniques of handling objections is seen as overly aggressive and unprofessional by buyers today?

a.The boomerang technique

b.The alternative choice technique

c.The questioning and assessing technique

d.The translation technique

e.The postponing technique

Question 41

Which of the following is true of sales resistance?

a.It can be shown by both a prospect and a salesperson.

b.It must be viewed as an opportunity to sell.

c.It is the unfavorable reaction of a salesperson to a prospect's conduct.

d.It is an emotional state brought on through miscommunication.

e.It refers to the external factors that prevent a prospect from purchasing a product.

Question 42

When a salesperson asks a buyer "Do you see how this product will benefit your organization?" he or she is using a _____.

a.trial commitment

b.summary commitment 

c.commitment signal

d.success story commitment

e.red light statement 

Question 43

In the LAARC method of overcoming sales resistance, after a salesperson asks assessment questions to gain a proper understanding of a buyer's objection, the next step is to:

a.engage in forestalling.

b.respond to the objection.

c.acknowledge that the message has been received.

d.ask confirmatory questions.

e.make a red light statement to the buyer.

Question 44

Most sales experts agree that _____ is the most common form of buyer resistance.

a.need

b.service orientation

c.price

d.time

e.product quality

Question 45

A buyer who says "Your company is too small to meet my needs" is expressing a _____.

a.need objection

b.source objection

c.time objection

d.product objection

e.stalling objection

Question 46

Which of the following statements illustrates a source objection?

a."Ask me again next month when you stop by."

b."We feel the packaging is too bulky."

c."We are perfectly happy with the brand that we are currently using."

d."I need something a lot cheaper that what you are offering."

e."The product is incompatible with the current system I have."

Question 47

Anastasia, a salesperson in a hardware manufacturing company, makes a sales pitch to the representatives of a tractor manufacturing company. She receives a reply from one of the representatives stating that they do not want to commit to buying until they have had a word with their chief engineer and the operations department. In this case, Anastasia faces a _____.

a.company objection

b.product objection

c.service objection

d.time objection

e.source objection

Question 48

In the _____ method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product.

a.translation

b.feel-felt-found

c.coming-to-that

d.forestalling

e.direct denial

Question 49

If a buyer raises a time objection, which of the following is most likely to be a consequence for him or her?

a.The quality of the product may vary.

b.The buyer will have to go through the sales process from the beginning.

c.It will take longer to install or assemble the product.

d.It will result in sales resistance from the seller's end.

e.The price of the product may rise.

Question 50

Many buyers have been conditioned to say automatically, "I do not require your product." Buyers who say this are most likely raising a _____.

a.product objection 

b.company objection

c.need objection

d.source objection

e.service objection