What does CRM stand for?
Core Rival Market
Cost Reduction Management
Customer
Relationship Management
Common Response Match
In the customer problem identification process, what is the next best step once a pain point is revealed?
Immediately pitch your services
None of these
Quantify the
pain
Find other customers with the same pain
When first engaging with a prospect, it is best to use _______ questions.
simple
financial
close-ended
open-ended
What is the key point to emphasize when recommending a product to a prospect?
How the product
solves his/her pain points
How many in his/her network would be interested
How much the prospect will pay for the product
How advanced the technology is behind the product
The process of calling potential clients without an introduction is called _________.
cold calling
guerilla calling
ambush calling
blank calling
The percentage of emails that actually make it into a recipient's inbox is called _____.
click-through rate
delivery rate
bounce rate
sent rate
Which of the following is a hard bounce?
The failed
delivery of an email due to a permanent reason like a non-existent, invalid, or
blocked email address
A sudden and sharp dip in open rate
The temporary failed delivery of an email because
the recipient has an auto-responder set up
The failed delivery of an email because you went
over your sent quota
True or false? When making a sales call you should always do most of the talking.
True
False
What do you call the pre-sales activity of identifying potential customers and their willingness to pay?
Prospecting
Pareto Analysis
Margin Calculation
Project Review
What is upselling?
Selling a
customer premium upgrades
Moving a qualified lead up the chain of command
Emphasizing the quality of a product
None of these
The process of helping a customer reach their strategic goals is what type of selling?
Direct
Cold
Consultative
Personal
Which of the following is MOST effective for a buyer with an analytical personality type?
Quick deadlines
Recognition and Praise
Conflict Avoidance
Detailed
explanations
Telling a customer that prices will increase in the coming week is a __________.
direct close
qualifying close
time-driven
close
deal close
Providing the best possible customer service and building customer loyalty are traits of what type of selling?
Solution
Team
Direct
Relationship
An acceptable closing outcome from a customer meeting can be another meeting?
False
True
The first step of sales is to __________.
to negotiate prices with the customer
understand
customer needs
present the customer with the product
to pitch the customer
What is the best time to call the customer’s home?
You can call them anytime you want as you need to
complete your job.
You can start calling at 6:00 AM the soonest and
11:00 PM the latest.
Call them according to your time zone.
Do not call a
customer's home before 8:00 AM or after 9:00 PM, unless they've given you
permission to do so.
When making phone calls you should:
All of these
Ask to speak with the department that can help you.
Identify the purpose of your call.
Identify yourself.
True or false? You should never follow up a cold email with a phone call.
True
False
To build a sustainable business, which of the following should a salesperson invest the most efforts in?
Getting the customer to sign a contract
Pitching customers the product's features
Email Marketing
Establishing a
long-term relationship with the customer
When qualifying your prospect, how can you test to determine how engaged he/she is with you?
Create a mutually agreed followup action plan
(All of these)
Giving you the contact info of the decision maker
Agreeing to a purchase or billable event
Which of the following is a soft bounce?
The failed
delivery of an email due to a temporary issue, like a full mailbox or an
unavailable server
A slow and steady rise in subscribers
A permanent delivery failure of an email because
you have been marked as a spammer
The result of delivering to a honey-pot address
When qualifying a prospect, what are the most effective types of questions to ask?
Yes or No only
Open-ended only
Probing only
Open-ended and
probing
_______ selling is a methodology that focuses on solving a customer's pains or needs.
Simple
Holistic
Solution
Direct
Generally, you can think of _______ as the strategy and ______ as the execution.
sales; marketing
email: phone
business development; sales
marketing; sales
Which of the following communication skills is, in general, the most important for sales people to develop?
Persuading
Presenting
Listening
Promoting
_____ a lead is the process of making sure a lead is a viable candidate.
Qualifying
Exploring
Examining
Prospecting
The more often you call a client, eventually the incremental value is worth less than the costs of making the calls. This is an example of ________ .
The Law of
Diminishing Returns
Down selling
Purchasing Power
The Sales Trap
What is a common cause of a "sales trap"?
Understaffed sales team
Sales overload
Mismatched
Marketing and Sales alignment
Overselling inventory
What does the 80-20 rule indicate?
That a salesperson should convert 20% of their
prospective sales
That a salesperson should convert 80% of their
prospective sales
That salesperson should spend 20% of his time with
80% of the most qualified prospects
That salesperson
should spend 80% of his time with 20% of the most qualified prospects
______ is the process of acquiring information to ensure that clients will benefit from a product.
None of these
Pre-Purchase
Prospecting
Correlating
What is the definition of "Primacy Effect"?
People tend to
remember the first things they hear/read
People tend to make their purchase decisions on
impulse
People tend to ask many questions during sales
pitches
People tend to avoid sales pitches and
advertisements
What is the main benefit of qualifying questions during the sales process?
Discover the customer's
pain points
Discover how the customer plans to spend his budget
(none of these)
Discover competing products in the market
What is the definition of "the Recency Effect"?
As time passes, people tend to have more questions
about the product
As time passes, people tend to become annoyed with
your followups
As time passes,
people tend to recall the last thing they’ve seen/read
As time passes, people tend to rethink their
purchase decision with doubts
True or false? There is no need for the marketing and the sales department to communicate.
True
False
When making phone calls you should:
Identify the
purpose of your call and plan what you have to say
Read directly from a prepared script
Just say whatever comes to mind
Which of the following is not an example of Outbound Selling?
Blogging
Trade Show Sponsorship
Cold Calling
Direct Mail
What is a commission?
A percentage of
a sale that goes to the sales representative
An active marketing campaign
A closed deal
A sales representative that is hired on a contract
basis
True or false? A sale contract is only official when it is written in document form.
True
False
Are oral agreements legally binding?
Sometimes
Yes
No
Who enforces the National Do Not Call Registry?
IRS
Federal Trade
Commission
Individual States
FCC
Telemarketing is a form of ______ sales.
technical
inside
outside
external
Solution selling is a form of _______ selling.
direct
adaptive
holistic
reactive
What is one reason open rates are often considered unreliable?
Users may open your email on more than one device
An email is only
counted as open if a user receives the images in your email
Users may read the subject line and never open the
email
What are three phases of the product cycle?
Call, sell, buy
Prospect, call, sale
Growth,
maturity, decline
Sell, sell, sell
A buyer that likes to focus on the big picture over details has what type of buyer personality?
Expressive
Controller
Decision-Maker
Analytical
