Sales Assessment This exam will test your knowledge of sales procedures and theory. The test consists of ten randomly chosen question, two each from the following catagories. Preparing for a sales call Getting started on the call Determining needs Getting agreement and commitment Customer service calls Question  1 of 10 What is the difference between a feature and a benefit? No difference - they're really the same thing. A feature describes how you can save money - a benefit is how it does that. A feature is the reason why someone should by the product. A feature is what the product does - a benefit is what it does for you. Question  2 of 10 Why is it important to have a call objective? Helps move the sales process forward Measures success on the call Conditions prospect to make commitments All of the above Question  3 of 10 What are five ways to answer the prospect's question: "Why are you calling me?" How are you today Referred by a colleague You belong to a group News event concerning you Conducting a survey I'm not trying to sell you anything today Just calling to touch base This is a courtesy call Thank you for your interest Follow-up to your response Question  4 of 10 Which of the following statements will help you create interest during the first fifteen seconds of a call?. Would you spend five minutes with me to see if we can help you reduce expenses? Let me tell you all about my product. We've helped many people like you save money. My company has been in business for twenty-five years. XYZ company boosted productivity 25% using our system. We've just added many new features to our product. Question  5 of 10 What should you learn about a prospect to determine whether or not he or she has needs you can address? What is the present situation? What is the payoff if you do find a solution? Where is the pain if you don't find a solution? What is the problem you are trying to solve? When are you going to buy? How much money do you have to spend? Who else is involved in the decision? Question  6 of 10 When should you use open-ended questions? Handling an objection Asking for the order Identifying yourself Probing for needs Question  7 of 10 List all the reasons why people say "NO!"? Doubts about the company Fear of getting taken Don't believe the sales person Fear of failure Uncertain about value Doubts about product quality Someone else is really making the decision Doubts about product suitability Uncertain about need Question  8 of 10 You've just discovered that the decision whether to buy from you or your competitor will be made a higher level than the one at which you are calling.  You don't want to alienate your primary contact, who seems to be leaning towards you, but you're concerned that your message isn't getting to the right people.  How do you handle this situation? Question  9 of 10 A customer asks you a question for which you do not know the answer.  What should you do? Minimize the importance of the question. Make sure you understand the question. Commit to a specific time at which you will call back with the answer. Tell them you'll get back to them in a few days or so. Make up the best answer you can so you don't look unknowledgeable. Admit you don't know and tell them you'll find the answer. Question  10 of 10 During a customer service call in which you have just solved the customer's problem, you heard the customer express some new needs.  What's the best way to turn this successful service call into a sales call?

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