Outbound Sales Skills Test
Question: 1
If your prospective customer
is already using a similar product as the one you are trying to sell but of a
different make/company, what would you do?
a. Try and inquire about the
nature of services of the product used by the customer
b. Compare your product with
the one used by the customer
c. Criticize the other
product
d. None of the above
Question: 2
What are the recommended
attitudes that a telemarketing executive should employ to improve cold call
prospecting?
a. Researching what is the
best time to call a prospect
b. Making the voice message
catchy so that the secretary passes it on to the prospect
c. Being pushy about closing
a sale
d. Trying to find out the
prospective customer's personal details
Question: 3
What does the term
'gatekeeper' mean in a sales scenario?
a. An Individual blacking the
physical entry to a building
b. An Individual who opens
the door for prospective customers
c. An Individual acting as a
call screener
d. A tool used for blocking
spam mails
Question: 4
Which part of an outbound
sales script needs to be recorded?
a. Fronter Script
b. Verification Script
c. Closure Script
d. Whole Script
Question: 5
A sales presentation should
have ___________ to be effective and successful.
a. a good tone
b. a crisp pace
c. Interactivity
d. Smooth transitions
Question: 6
Which of the following
functions does a gatekeeper perform?
a. He lets the sales person
contact the decision maker.
b. He deliberately keeps the
sales person from getting to the decision maker of the company.
c. He schedules the
appointments of the decision maker.
d. He holds the key to all
sensitive information of the sales department.
Question: 7
Which of the following are
important ways to contact the decision maker in an outbound sales scenario?
a. Cold Calling
b. Product promotion
campaigns
c. Written correspondence
d. A strategy combining cold
calling and written correspondence
Question: 8
What is the best time to call
a working couple for making an outbound sales proposal?
a. Lunch hour
b. Dinnertime
c. Working hours
d. Off days
Question: 9
What are the various buying
roles?
a. Coach
b. Evaluator
c. Customer
d. Decision maker
e. Strategist
f. User
Question: 10
You are a telecalling
executive. When you ask for the prospective customer on the phone, the
assistant answers the call. Which of the following sentences would be more
appropriate in this scenario?
a. Hello, could you please
connect me to Mr. Bush?
b. Get me Mr. Bush please.
c. Get me Mr.Bush.
d. Hi, I was wondering if I could
please speak to Mr. Bush.
Question: 11
What is an lVR?
a. Instant Voice Recorder
b. Interactive Voice Response
c. International Voice
Recorder
d. International Voice Rights
Question: 12
Which of the following are
some of the effective skills that an agent should possess in order to achieve
the targets?
a. Making only a few calls
over a long period of time
b. Being confident while
making a call
c. Ability to increase the
number of contacts
d. Ability to take the cold
sweat out of cold calling
Question: 13
What does sign-posting mean
in an outbound sales scenario?
a. The practice of letting
the customer know what format the sales conversation is going to take before
starting the sales talk
b. The practice of letting
the customers know about the benefits and unique features of the product that
the telecalling executive aims at selling
c. The practice of building a
rapport with the potential customer before commencing with the sales talk
d. The practice of erecting
signposts to advertise the product to increase sales
Question: 14
What is the definition of the
AIDA model?
a. Attract the prospect,
create interest develop a relationship, set an action from the prospect
b. Attract the prospect
influence, develop a relationship, extract a promise from the prospect
c. Attract the caller,
develop an alliance, set an action by the caller
d. None of the above
Question: 15
What does EST mean in
outbound sales?
a. Eastern Standard Type
b. Eastern Standard
Technology
c. Efficient Sales Team
d. Eastern Standard Time
Question: 16
What is the main aim of a
sales executive in an outbound sales process?
a. To tell the prospective
customer about the features of his company's product
b. To get the prospective
customer to buy his product or solution
c. To force the prospective
buyer to understand the benefits of buying the service he's trying to sell
d. All of the above
Question: 17
A telemarketing executive,
Charles, wants to sell a product from Nokia. Which of the following are the
correct ways to open the call?
a. "Hi, this is Charles calling from Nokia.
Am I speaking to Mr. (customer's name)'?'
b. "Hello, Mr.fcustomer's name), this is
Charles from Nokia"
c. "Myself Charles from Nokia"
d. "Chartesthis side from Nokia, can I talk
to Mr.fcustomer's name)?"
Question: 18
If a TCR receives a buying
signal from his prospective client, what does it imply?
a. A comment from the client
that indicates that he is contemplating, to whatever extent, on buying the
product
b. A formal agreement by the
client stating that he'll buy the product, which could be either through phone,
fax or E-mail
c. The client has asked for
the company to contact him about a particular product or service.
d. None of the above
Question: 19
How will you, as a
telecalling executive, convince a customer who is refusing to divulge personal
information like social security number or banking information to do
a. By telling him that your
company does not sell anything without this information
b. By assuring the customer
that the sensitive information desired is necessary and will only be used for
transactions and for defining the credentials of the customer
c. By trying and confusing
the customer to give out details
d. By forcing the customer
through assertive means to give out the information
Question: 20
Which of the following steps
is immediately followed after the opening of the call and identification of the
prospective customer?
a. Probing
b. Stating the objective of
the calf
c. Pushing for the sale
d. Getting a commitment from
the prospect
Question: 21
In order to build a rapport
with a customer, which of the following tactics would you, as a teleselling
executive, use?
a. Feel excited about the
customer's date of birth and say it is similar to that of your brother/ friend
b. Appreciate the name of the
customer and say you have a friend with that name
c. Relate yourself to the
city which he belongs to
d. All of the above
e. None of the above
Question: 22
What is Average Wait Time in
an outbound telecalling process?
a. The time taken to make a
sale
b. The time taken by a
telecalling executive to log into the computer
c. The time between two
outbound calls
d. None of the above
Question: 23
Which of the following
statements would be appropriate for establishing the need for a particular
product (e.g. a credit card) during an outbound sales pitch?
a. How many times have you
realized that you are not able to buy your son the latest version of computer
he has desired?
b. Have you realized that of
late, you might have compromised on your essential needs and that of your
family?
c. Have the sighting of
valuable products in show windows made you feel helpless because of no/low cash
in your pocket?
d. All of the above
Question: 24
What does the term
'upselling' mean in an outbound scenario?
a. Trying to sell add-on products
post the sale of a primary product
b. To up the sale of a
primary product
c. An upward trend in sales
d. There is no such term as
upselling.
Question: 25
What are the radical
qualities which a teleselling agent needs to have to perform well?
a. Proficiency in the spoken
language
b. Ability to connect with
the prospect
c. Confidence in his product
d. All of the above
e. None of the above
Question: 26
How can a telecalling
executive get off to a successful start when opening a call'?
a. By focusing on the purpose
of the call
b. By asking personal
questions
c. By creating a weak opener
d. By setting a goal for each
call before commencing it
Question: 27
Which of the following skill
sets is essential in telesales to improve conversation rates?
a. Questioning. ‘Probing
b. Listening
c. Using silence
d. All of the above
Question: 28
Suppose you are a TME for a
telecom company and you call a prospective customer to sell your company's
product. However, during the conversation, you realize that the customer is not
interested as he clearly says "I don't need one". What will be your
next statement?
a. Mobile phones give you the
freedom which you might be looking for.
b. Try and buy our product,
it's one of the best in the market.
c. Are you using a mobile phone
currently and to which telecom operator do you subscribe
d. We have some special
offers for you, please listen to me.
Question: 29
Read the following
statements:
i. Mail me something/Can I
get this in writing?
ii. I have to check with my
spouse, can I call you back?
iii. Is this timeshare?
iv. Why do I have to give my
credit card?
v. l need to think about it.
vi. My credit card is over
the limit.
How are these statements by
the prospect in sales terminology described as?
a. Acceptances
b. Rebuttals
c. Agreements
d. Discredits
Question: 30
While commencing on a sales
campaign, the telecalling representative has been asked to divulge only the USP
of the product his company is promoting. What would be the focus of his
conversation with the prospective client?
a. The best features of the
product
b. The sales figures of the
product
c. The competition's strategy
to reiterate the immense popularity of this company's product
d. The most valuable and
unique advantage of the product
Question: 31
While making an outbound
call, if you, as a telemarketing executive(TME), are not able to get the target
customer and the call is answered by a member of his/her family, what will be
your next step1?
a. To force the listener to
listen to you
b. To Try and know more about
the financial background of the target customer
c. To inquire politely about
the best time when the target customer would be available
d. Simply to bang the phone
Question: 32
Who is the decision maker in
an outbound sales process?
a. The person who makes the
final purchasing decision
b. The person who makes all
the decisions about the products to be sold
c. The person whose daily
work is affected by the seller's products and services
d. All of the above
Question: 33
Who should control the flow
of conversation in a successful telesales pitch?
a. The customer
b. The teleselling agent
c. The scrip!
d. Both a and b
Question: 34
What are the necessary
attitudes to be kept in mind while closing a sale'?
a. Not reacting emotionally
to objections
b. Getting distracted by the
customers' objections
c. Keeping the call focused
d. Pushing the product or
service
Question: 35
If a customer demands that he
should never be contacted again for the sale of the product in question, his
name should be listed on the:
a. Not interested customers
list
b. Do not call list
c. Boycotted customers list
d. Negative customers list
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