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Assam ASSEB HS Sales Management & Advertising study materials
Assam ASSEB HS Sales Management & Advertising study resources

Assam ASSEB HS Sales Management & Advertising practice questions

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Question 1Introduction to Sales Management and Personal Selling

In sales management, which activity is best described as a 'personal selling' task rather than a sales management task?

  1. Deciding the commission slab for the sales team
  2. Conducting a face-to-face product demonstration to a single buyer Correct answer.
  3. Designing a recruitment plan for new sales trainees
  4. Preparing a monthly sales forecast for the whole territory

Explanation

Personal selling is the direct, person-to-person communication between a salesperson and a prospect, aimed at persuading a specific buyer. Forecasting, compensation design and recruitment are supervisory activities that belong to sales management, which plans, directs and controls the selling effort of others.

Question 2Introduction to Sales Management and Personal Selling

A firm sells industrial pumps to a small number of large factories. Which sales-force structure is most appropriate for this situation?

  1. Product structure with separate teams for each pump model
  2. Customer or market structure organised around key industrial accounts Correct answer.
  3. Inside sales structure using only telephone order taking
  4. Territory structure with one salesperson per district

Explanation

When buyers are few, large and have specialised needs, grouping salespeople by customer or market lets them build deep account knowledge. Territory, product or purely telephone structures suit situations with many dispersed buyers or very broad product lines.

Question 3Introduction to Sales Management and Personal Selling

Which statement correctly distinguishes a 'need' from a 'want' in the context of personal selling?

  1. Needs and wants are identical terms used interchangeably in selling
  2. A need is a basic requirement for survival or functioning, while a want is a desire shaped by culture and personality Correct answer.
  3. A want is a physiological requirement, while a need is a learned preference
  4. A need is always expressed verbally by the buyer, while a want remains unspoken

Explanation

A need is a felt state of deprivation of something necessary, whereas a want is the form that need takes under the influence of culture and individual personality. Salespeople probe for underlying needs so that the product is presented as the preferred way of satisfying them.

Question 4Introduction to Sales Management and Personal Selling

During a sales call, a buyer says, 'Your price is too high compared with the local supplier.' What is the most professional first response for the salesperson?

  1. Ignore the remark and continue with the prepared presentation
  2. Acknowledge the concern and probe which specific cost comparison the buyer is making Correct answer.
  3. Immediately offer a flat discount to close the deal
  4. Criticise the local supplier's product quality

Explanation

Price objections are often symptoms of unclear value perception, so the salesperson should first clarify the basis of comparison before responding. Immediate discounting erodes margin and may not address the real concern, while ignoring or attacking competitors damages credibility.

Question 5Introduction to Sales Management and Personal Selling

Which element of the personal selling process immediately follows 'approach' and involves determining whether the prospect has a genuine requirement?

  1. Pre-approach
  2. Follow-up
  3. Needs identification or presentation Correct answer.
  4. Prospecting

Explanation

After the approach, the salesperson moves into the presentation stage, which begins with identifying the prospect's needs and matching the offering to them. Prospecting and pre-approach occur earlier, while follow-up comes after the sale has been closed.

Question 6Introduction to Sales Management and Personal Selling

A company's sales manager sets a target of 500 units per salesperson per quarter and reviews weekly call reports. Which management function is being performed by the weekly review?

  1. Staffing
  2. Controlling Correct answer.
  3. Organising
  4. Planning

Explanation

Comparing actual performance against the set target through call reports is the controlling function, which measures deviations and triggers corrective action. Planning sets the target, organising allocates resources, and staffing fills positions.

Question 7Introduction to Sales Management and Personal Selling

Which of the following best describes 'AIDA' as used by a salesperson during a presentation?

  1. A system of grading sales territories by annual turnover
  2. A sequence of buyer responses: Attention, Interest, Desire, Action Correct answer.
  3. A technique for computing sales-force size from workload
  4. A pricing method based on average industry discount allowances

Explanation

AIDA is a communication model describing the mental stages a buyer passes through: gaining Attention, arousing Interest, creating Desire and prompting Action. The salesperson structures the presentation so that each stage leads naturally into the next.

Question 8Introduction to Sales Management and Personal Selling

A salesperson selling water purifiers to rural households demonstrates the product in a village meeting and allows residents to test the water. Which sales presentation method is being used?

  1. Demonstration selling Correct answer.
  2. Need-satisfaction selling
  3. Formula selling
  4. Memorised canned selling

Explanation

Demonstration selling involves showing the product in use so that prospects can see its benefits directly, which is powerful for tangible products whose performance must be proved. Formula and memorised methods rely on scripted verbal steps, while need-satisfaction relies on questioning and listening.

Question 9Introduction to Sales Management and Personal Selling

Which of the following is the clearest example of a 'lead' as opposed to a 'prospect'?

  1. A competitor's dealer who has agreed to switch brands
  2. A customer who has renewed an annual maintenance contract
  3. A person who has signed a purchase order
  4. A name collected at a trade fair whose buying potential has not yet been verified Correct answer.

Explanation

A lead is a raw contact or name that may have potential but has not been qualified. Once the lead is assessed for need, authority, ability to pay and readiness, it becomes a qualified prospect.

Question 10Introduction to Sales Management and Personal Selling

In personal selling, the 'pre-approach' stage mainly involves which activity?

  1. Closing the sale with a trial order
  2. Recruiting new sales trainees
  3. Collecting information about the prospect and planning the call strategy Correct answer.
  4. Handling post-sale complaints

Explanation

Pre-approach is the preparation done before meeting the prospect: gathering background information, identifying needs and deciding the call objective and approach style. Closing and complaint handling happen later in the selling process.

Question 11Introduction to Sales Management and Personal Selling

A sales manager wants to estimate the number of salespeople needed using the workload method. Which information is essential?

  1. The number of products in the catalogue
  2. The advertising budget for the coming year
  3. The competitors' commission rates
  4. Total workload in customer calls and the average calls one salesperson can make Correct answer.

Explanation

The workload method divides the total selling effort required across all accounts by the call capacity of one salesperson. Advertising budgets, competitor commissions and catalogue size do not directly enter this calculation.

Question 12Introduction to Sales Management and Personal Selling

Which of the following is a valid reason for a firm to use team selling instead of individual selling?

  1. The firm has only one product and one type of customer
  2. The product is a low-value item bought routinely by many consumers
  3. The buying decision involves several departments with different technical concerns Correct answer.
  4. The salesperson wants to reduce travel expenses

Explanation

Team selling suits complex purchases where buying committees drawn from technical, finance and operations functions must all be satisfied. A single salesperson may lack the breadth to address each specialist's concerns, so a team brings complementary expertise.

Question 13Introduction to Sales Management and Personal Selling

In the context of sales ethics, which practice is considered unethical?

  1. Making an exaggerated claim about product performance that the product cannot deliver Correct answer.
  2. Disclosing the full warranty terms before purchase
  3. Recording customer preferences in a CRM system with consent
  4. Comparing product features with a competitor's published specifications

Explanation

Ethical selling requires truthful representation, so a claim that overstates performance and misleads the buyer is unethical and may also be legally actionable. Honest disclosure, factual comparison and consented record-keeping are accepted practices.

Question 14Introduction to Sales Management and Personal Selling

A salesperson notes that a prospect keeps postponing the decision and avoids discussing budgets. Which stage of the buying process is the prospect most likely stuck in?

  1. Purchase decision Correct answer.
  2. Information search
  3. Evaluation of alternatives
  4. Problem recognition

Explanation

Postponement and reluctance to discuss budget suggest the prospect has evaluated options but hesitates to commit, which is the purchase decision stage. Salespeople respond with reassurance, risk reduction or a trial order rather than more product information.

Question 15Introduction to Sales Management and Personal Selling

Which of the following best defines a 'sales quota'?

  1. The maximum discount a salesperson may offer
  2. The total market demand for a product category
  3. A quantitative performance target assigned to a salesperson or unit for a period Correct answer.
  4. A legally binding contract signed with a distributor

Explanation

A sales quota is a performance standard expressed in units, value or activity, set for a defined period and used for motivation and control. It is an internal target, not a contract, a discount ceiling or a measure of total market demand.

Question 16Introduction to Sales Management and Personal Selling

A firm's sales manager observes that one territory has high potential but the assigned salesperson's sales are far below target. Which corrective action is most consistent with sales control?

  1. Increase the target further to motivate the salesperson
  2. Immediately terminate the salesperson without enquiry
  3. Reduce the territory's potential estimate to match actual sales
  4. Analyse the causes through call records and coaching before changing the territory Correct answer.

Explanation

Sales control requires diagnosing the cause of a performance gap before acting, using activity records, coaching and comparison with territory potential. Adjusting estimates to fit results hides the problem, and immediate termination or raising targets without diagnosis is unjustified.

Question 17Introduction to Sales Management and Personal Selling

Which communication element in personal selling refers to the salesperson translating product features into benefits the buyer can understand?

  1. Decoding
  2. Feedback
  3. Encoding Correct answer.
  4. Noise

Explanation

Encoding is the process by which the sender converts ideas into a message, such as turning a technical feature into a customer benefit. Decoding is the buyer's interpretation, feedback is the buyer's response, and noise is any interference.

Question 18Introduction to Sales Management and Personal Selling

A company sells cosmetics through salespeople who visit customers at home. Which type of personal selling is this?

  1. Missionary selling
  2. Industrial selling
  3. Retail selling behind a counter
  4. Direct or door-to-door selling Correct answer.

Explanation

Direct selling involves salespeople contacting consumers away from a fixed retail location, often in homes, to demonstrate and sell products. Industrial selling targets business buyers, counter selling occurs in a shop, and missionary selling supports intermediaries rather than selling directly to end users.

Question 19Introduction to Sales Management and Personal Selling

A salesperson's territory includes 400 existing accounts and 100 potential accounts. If each existing account needs 12 calls and each potential account needs 6 calls a year, and a salesperson can make 1,200 calls a year, how many salespeople are needed under the workload method?

  1. 7
  2. 4
  3. 6
  4. 5 Correct answer.

Explanation

Total workload is (400 × 12) + (100 × 6) = 4,800 + 600 = 5,400 calls. Dividing by capacity of 1,200 calls per salesperson gives 5,400 ÷ 1,200 = 4.5, which rounds up to 5 salespeople.

Question 20Introduction to Sales Management and Personal Selling

Which of the following is the primary purpose of sales training for new recruits?

  1. To replace the need for supervision entirely
  2. To guarantee that every recruit meets the annual quota
  3. To reduce the firm's advertising expenditure
  4. To equip salespeople with product knowledge, selling skills and company policies Correct answer.

Explanation

Sales training develops the knowledge, skills and attitudes recruits need: product information, selling techniques, customer handling and company procedures. It supports supervision but does not replace it, and no training can guarantee quota achievement.

Question 21Introduction to Sales Management and Personal Selling

A buyer tells a salesperson, 'I like the machine, but I need approval from our finance department.' How should the salesperson interpret this?

  1. The buyer has already decided to reject the product
  2. The salesperson should immediately close the sale
  3. The objection masks a buying authority issue that must be resolved Correct answer.
  4. The objection is a genuine product objection

Explanation

The stated approval requirement indicates that the person lacks final buying authority, which is a decision-process obstacle rather than a product objection. The salesperson should identify and involve the finance decision maker and provide justification material for that audience.

Question 22Introduction to Sales Management and Personal Selling

Which of the following best describes the 'incremental' method of determining sales-force size?

  1. Dividing total market demand by the average sales per salesperson
  2. Multiplying the number of products by the number of territories
  3. Allocating one salesperson to every administrative district
  4. Adding salespeople as long as the additional sales revenue exceeds the additional cost Correct answer.

Explanation

The incremental method compares the marginal revenue generated by an additional salesperson with the marginal cost of employing that person, adding staff while the net contribution remains positive. It is an economic approach rather than a workload or geographic one.

Question 23Introduction to Sales Management and Personal Selling

A sales manager wants to motivate a field salesperson whose work is hard to monitor directly. Which compensation element is most suitable for rewarding effort that is difficult to observe?

  1. Reimbursement of travel expenses alone
  2. A straight commission with no base pay
  3. A combination of fixed salary and performance-based incentive Correct answer.
  4. A fixed salary only, unrelated to results

Explanation

A combination plan gives a stable base for security and a variable incentive linked to measurable results, balancing supervision difficulties. Straight salary offers no direct reward for extra effort, and straight commission creates income insecurity that may push unethical behaviour.

Question 24Introduction to Sales Management and Personal Selling

Which of the following statements about the relationship between sales management and personal selling is correct?

  1. Sales management and personal selling are unrelated activities in a firm
  2. Personal selling is one element of the promotion mix that sales management plans, directs and evaluates Correct answer.
  3. Sales management is a subset of personal selling carried out by each individual salesperson
  4. Personal selling eliminates the need for sales management in small firms

Explanation

Personal selling is one promotional tool, while sales management is the broader managerial process of planning, organising, directing and controlling the selling effort. Managers decide how much personal selling to use, how to deploy the force and how to evaluate results.

Question 25Selling Process and Sales Presentation

In the selling process, which step immediately follows the approach stage?

  1. Closing
  2. Prospecting
  3. Presentation Correct answer.
  4. Pre-approach

Explanation

The standard selling process runs from prospecting and pre-approach through approach, presentation, handling objections and closing to follow-up. Once the salesperson has approached the prospect, the next task is to deliver the sales presentation. Prospecting and pre-approach come before the approach, while closing comes later.

Question 26Selling Process and Sales Presentation

A salesperson gathers information about a prospect's buying needs, decision-makers and budget before the first meeting. This activity belongs to which stage?

  1. Pre-approach Correct answer.
  2. Follow-up
  3. Closing
  4. Prospecting

Explanation

Pre-approach is the preparation stage in which the salesperson studies the prospect's needs, purchasing authority and situation before making contact. It draws on information gathered during prospecting but is a distinct step. Prospecting only identifies potential customers, and follow-up occurs after the sale.

Question 27Selling Process and Sales Presentation

Which of the following best describes the purpose of the approach stage in personal selling?

  1. To secure a signed order from the buyer
  2. To collect payment for goods already delivered
  3. To create a favourable first impression and gain the prospect's attention Correct answer.
  4. To prepare a written quotation for the buyer

Explanation

The approach is the first contact with the prospect, and its aim is to gain attention and build a favourable impression so the presentation can proceed. Securing an order is the closing stage, and quotation preparation belongs to the pre-approach or presentation planning. Payment collection is a post-sale administrative activity.

Question 28Selling Process and Sales Presentation

A salesperson asks a prospect, 'Would you prefer the standard model or the deluxe model?' This is an example of which closing technique?

  1. Alternative-choice close Correct answer.
  2. Direct-appeal close
  3. Assumptive close
  4. Standing-room-only close

Explanation

The alternative-choice close presents two positive options, both of which involve a purchase decision, so the prospect chooses between products rather than between buying and not buying. The assumptive close simply behaves as if the sale is already agreed. The standing-room-only close uses scarcity or a deadline.

Question 29Selling Process and Sales Presentation

During a presentation a buyer says, 'Your price is higher than your competitor's.' Which response best reflects good objection-handling practice?

  1. Immediately offer a large discount before discussing value
  2. Ignore the comment and continue with the prepared script
  3. Tell the buyer that competitors sell inferior products
  4. Acknowledge the concern and demonstrate superior value or lower total cost Correct answer.

Explanation

Effective objection handling acknowledges the buyer's concern and then addresses it with evidence, such as superior features, durability or lower total cost of ownership. Ignoring the objection leaves it unresolved, while an immediate discount concedes value before it has been demonstrated. Disparaging competitors damages credibility.

Question 30Selling Process and Sales Presentation

In the FAB presentation format, what do the three letters stand for?

  1. Feedback, Agreement, Buying
  2. Features, Advantages, Benefits Correct answer.
  3. Finance, Authority, Budget
  4. Follow-up, Approach, Bargain

Explanation

FAB stands for Features, Advantages and Benefits. A feature is a factual characteristic of the product, an advantage explains what that feature does, and a benefit states how it helps the customer. This structure links product facts to customer needs.

Question 31Selling Process and Sales Presentation

A salesperson shows a buyer a written testimonial from a similar firm that achieved 30% lower downtime after using the product. Which presentation technique is being used?

  1. Demonstration
  2. Comparative advertising
  3. Fear appeal
  4. Social proof through evidence Correct answer.

Explanation

Using testimonials and documented results from comparable customers is social proof, which reassures the buyer through the experience of others. A demonstration would involve operating the product before the buyer. Fear appeal relies on negative consequences, and comparative advertising is a mass-media technique rather than a personal-selling tool.

Question 32Selling Process and Sales Presentation

What is the primary objective of the follow-up stage after a sale has been closed?

  1. To reduce the salesperson's travel expenses
  2. To identify completely new prospects
  3. To reopen price negotiations
  4. To ensure customer satisfaction and build the basis for repeat business Correct answer.

Explanation

Follow-up confirms that delivery, installation and use have gone well, resolves any post-sale problems and strengthens the relationship for repeat and referral business. It is not a stage for reopening price talks or for prospecting new customers. Cost control is an administrative matter unrelated to the stage's purpose.

Question 33Selling Process and Sales Presentation

Which of the following is the best example of a qualifying question used to assess a prospect's authority?

  1. 'When would you like delivery to take place?'
  2. 'Who else is involved in approving a purchase like this?' Correct answer.
  3. 'How many units do you expect to need next year?'
  4. 'Have you used a product like ours before?'

Explanation

Qualifying a prospect covers need, budget, authority and timing. Asking who else approves the purchase directly tests the prospect's decision-making authority. Questions about quantity and delivery timing test need and timing, while past usage tests experience rather than authority.

Question 34Selling Process and Sales Presentation

In a sales presentation, a 'trial close' is used mainly to:

  1. Replace the need for a formal quotation
  2. End the meeting quickly if interest is low
  3. Test the prospect's readiness to buy and uncover remaining objections Correct answer.
  4. Legally bind the buyer to a contract

Explanation

A trial close checks whether the prospect is ready to commit and surfaces any objections that remain before the final close. It has no legal effect and does not replace a written quotation. It is a diagnostic tool, not a way to shorten the meeting.

Question 35Selling Process and Sales Presentation

A salesperson opens a presentation with a relevant question about the prospect's current production problem. Which approach technique is being used?

  1. The gift approach
  2. The premium approach
  3. The question approach Correct answer.
  4. The referral approach

Explanation

Opening with a relevant question engages the prospect's attention and invites participation, which is the question approach. A premium approach offers something of value, a referral approach uses an introduction from a mutual contact, and a gift approach uses a free item to gain attention.

Question 36Selling Process and Sales Presentation

Which element is most essential in the planning of an effective sales presentation?

  1. Including every technical specification of the product
  2. Speaking continuously for the entire allotted time
  3. Memorising a fixed script word for word
  4. Linking product benefits to the specific needs of the prospect Correct answer.

Explanation

A good presentation is customer-centred: it shows how product benefits satisfy the prospect's identified needs. A rigid script ignores the individual buyer, while reciting every specification overwhelms the audience. Continuous talking prevents the dialogue that selling requires.

Question 37Selling Process and Sales Presentation

A buyer objects, 'I need to discuss this with my business partner before deciding.' Which handling method is most appropriate?

  1. Treat it as a stall and agree a specific date to reconnect with both decision-makers present Correct answer.
  2. End the conversation permanently
  3. Dismiss the objection as unimportant and press for an immediate signature
  4. Offer a discount only if the buyer signs today

Explanation

An objection about consulting another decision-maker is often a genuine stall rather than a rejection. The salesperson should accept it, confirm the real decision process, and set a specific follow-up when all decision-makers can be present. Pressuring for an immediate signature or discounting to force a decision damages trust.

Question 38Selling Process and Sales Presentation

What is the main difference between a sales presentation and a sales demonstration?

  1. A presentation is used only for industrial goods, while a demonstration is only for consumer goods
  2. A presentation explains and persuades, while a demonstration shows the product in actual operation Correct answer.
  3. A presentation occurs after the sale, while a demonstration occurs before it
  4. A presentation is always written, while a demonstration is always verbal

Explanation

A presentation communicates information and persuades through explanation and evidence, whereas a demonstration lets the prospect see the product working, providing tangible proof of performance. Both can be verbal or visual, both occur before the sale, and both apply to consumer and industrial goods.

Question 39Selling Process and Sales Presentation

A salesperson is preparing a presentation for a purchasing committee. Which adjustment is most appropriate compared with a presentation to a single buyer?

  1. Address the group's mixed priorities and invite each member's concerns Correct answer.
  2. Focus only on the most senior person present and ignore the others
  3. Shorten the presentation to a single sentence
  4. Avoid questions so that no one interrupts the flow

Explanation

Group presentations involve multiple decision-makers with different priorities, such as finance, operations and technical concerns. The salesperson should recognise these interests and invite each member's questions. Ignoring some members or avoiding questions leaves objections unaddressed.

Question 40Selling Process and Sales Presentation

Which of the following best illustrates a benefit statement rather than a feature statement?

  1. 'This machine weighs 120 kilograms.'
  2. 'This machine has a 5-horsepower motor.'
  3. 'This machine is manufactured in Assam.'
  4. 'This machine will cut your daily processing time by two hours.' Correct answer.

Explanation

A benefit statement tells the customer what the product will do for them, such as saving time or reducing cost. Motor power, place of manufacture and weight are factual features that describe the product itself without stating the customer gain.

Question 41Selling Process and Sales Presentation

In the selling process, what is the main purpose of prospecting?

  1. To finalise the price to be charged
  2. To deliver after-sales service
  3. To identify potential customers who may have a need for the product Correct answer.
  4. To handle objections raised by existing customers

Explanation

Prospecting is the first stage of selling and involves searching for and identifying potential customers who have a need, ability to pay and authority to buy. Pricing, objection handling and after-sales service belong to later stages of the process.

Question 42Selling Process and Sales Presentation

A salesperson uses the 'standing-room-only' close by stating that the current price is valid only until the end of the week. For this close to be ethical and effective, what must be true?

  1. The buyer must be told that competitors are worse
  2. The price must later be raised for all other buyers as well
  3. The deadline or scarcity must be genuine and verifiable Correct answer.
  4. The salesperson must repeat the statement at least three times

Explanation

The standing-room-only close relies on genuine scarcity or a real deadline. If the claim is fabricated, it damages credibility and may amount to a misleading practice. Repetition, competitor criticism or later price increases are not conditions for the technique to be ethical.

Question 43Selling Process and Sales Presentation

When a salesperson converts a product feature into an advantage, what is being described?

  1. The number of units in stock
  2. The name of the competitor's product
  3. The price the customer will pay
  4. What the feature does or how it performs Correct answer.

Explanation

In the FAB sequence, a feature is a factual characteristic, an advantage explains what that feature does, and a benefit shows how it helps the customer. An advantage therefore describes the performance or function of the feature. Price, stock levels and competitor names are unrelated to the definition.

Question 44Selling Process and Sales Presentation

A prospect says, 'I am not interested right now.' Which interpretation is most useful for the salesperson?

  1. The prospect should be told that the product is the best available
  2. The objection may reflect timing or a lack of information and should be explored Correct answer.
  3. The salesperson should immediately offer the maximum discount
  4. The prospect is definitely a permanent non-buyer and should be removed from all records

Explanation

A vague lack of interest may indicate a timing issue, an unmet need that has not been identified, or insufficient information. Skilful selling explores the reason before deciding on the next step. Treating the prospect as permanently lost or resorting to pressure and discounts is premature.

Question 45Selling Process and Sales Presentation

Which closing technique asks the prospect to make a decision based on the favourable points already agreed during the presentation?

  1. The summary close Correct answer.
  2. The premium close
  3. The approach close
  4. The referral close

Explanation

The summary close restates the agreed benefits and points of agreement, then asks for the order on that basis. Premium, referral and approach are not closing techniques of this type; they relate to gaining attention or generating leads.

Question 46Selling Process and Sales Presentation

A salesperson selling office software to a small firm discovers during pre-approach that the accountant controls all purchase decisions. How should this information shape the presentation?

  1. Present only to the receptionist
  2. Avoid discussing price with anyone
  3. Direct the value argument toward cost savings and financial control for the accountant Correct answer.
  4. Focus entirely on technical features for the IT staff

Explanation

Pre-approach information about decision-making authority should shape the presentation so that it addresses the priorities of the person who actually decides. If the accountant controls purchases, cost savings and financial control are the most persuasive arguments. Ignoring the decision-maker or withholding price information obstructs the sale.

Question 47Selling Process and Sales Presentation

Which of the following best describes 'need satisfaction' as the central principle of a sales presentation?

  1. The presentation should emphasise the salesperson's own experience
  2. The presentation should list as many features as possible
  3. The presentation should match product benefits to the needs identified in the prospect Correct answer.
  4. The presentation should focus mainly on the competitor's weaknesses

Explanation

Need-satisfaction selling means diagnosing the prospect's needs and showing how specific product benefits meet them. Long feature lists, self-promotion and competitor criticism do not demonstrate that the buyer's need will be met.

Question 48Selling Process and Sales Presentation

A salesperson has completed a demonstration and the buyer remains silent. What is the most appropriate next step?

  1. Restart the entire presentation from the beginning
  2. Immediately reduce the price by half
  3. Ask a trial-closing question to gauge the buyer's reaction Correct answer.
  4. Wait without speaking until the buyer leaves

Explanation

Silence after a demonstration is best handled by inviting the buyer's reaction through a trial-closing question, which reveals interest or remaining objections. Waiting passively wastes the opportunity, while an immediate deep discount or restarting the presentation ignores the buyer's actual response.

Question 49Selling Process and Sales Presentation

Which of the following is an example of a non-verbal element that a salesperson should manage during a presentation?

  1. Eye contact and posture Correct answer.
  2. The wording of the price quotation
  3. The serial number of the product
  4. The legal terms of the contract

Explanation

Non-verbal communication includes body language such as eye contact, posture and gestures, which influence the prospect's impression of confidence and sincerity. Quotation wording, contract terms and serial numbers are verbal or documentary content rather than body language.

Question 50Selling Process and Sales Presentation

In the selling process, what does the term 'approach' refer to?

  1. The stage in which the salesperson records the order and arranges delivery
  2. The stage in which the salesperson collects payment after the sale
  3. The stage in which the salesperson prepares a written quotation for the buyer
  4. The stage in which the salesperson first makes contact with the prospect and gains attention Correct answer.

Explanation

The approach is the point at which the salesperson first meets or contacts the prospect, with the aim of securing attention and creating enough interest to continue the conversation. Preparation and prospecting happen before it, while presentation, closing and follow-up come after it.