03 TPS - Cutrubus Mitsubishi | Attempts: 53

2.

To give the client a positive telephone experience you must be sure to:

Smile when talking
Never read from a script
Never speak in monotone
Adjust your tempo to that of the client

Correct Answer(s)

A. Smile when talking
A. Never read from a script
A. Never speak in monotone
A. Adjust your tempo to that of the client

Explanation

To give the client a positive telephone experience, it is important to smile when talking as it can be heard in the tone of your voice and can create a friendly and positive impression. Reading from a script should be avoided as it can sound robotic and impersonal, making the client feel like they are not being listened to. Speaking in monotone can make the conversation dull and uninteresting, so it is important to vary your tone and inflection to keep the client engaged. Adjusting your tempo to that of the client helps in building rapport and making them feel comfortable during the conversation.

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3.

Always be sure to say the word survey when speaking to a client.

True
False

Correct Answer

A. False

Explanation

It is not necessary to say the word "survey" when speaking to a client. While surveys are commonly used to gather information and feedback, there may be other methods or approaches that can be used in client interactions. The statement implies that using the word "survey" is a requirement, which is not true.

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4.

How should you speak when speaking to a client?

Never ask a question that can be answered no
Ask open ended questions
Quickly, to ensure you make your point
None of these

Correct Answer

A. Never ask a question that can be answered no

Explanation

When speaking to a client, it is important to avoid asking questions that can be answered with a simple "no" as it may create a negative impression or limit the conversation. Instead, asking open-ended questions allows for a more engaging and productive conversation with the client, encouraging them to provide detailed responses and share their thoughts and opinions. This approach helps to build rapport, gather valuable information, and better understand the client's needs and preferences.

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5.

When prospecting, it is best to use a prepared script so that all topics are covered.

True
False

Correct Answer

A. False

Explanation

Using a prepared script when prospecting may not be the best approach as it can come across as robotic and impersonal. It is important to have a general outline or talking points to ensure important topics are covered, but it is also crucial to be adaptable and engage in a genuine conversation with the prospect. This allows for better connection, understanding of their needs, and the ability to address any specific concerns or questions they may have.

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6.

Very few salespeople are taught to ____________ properly.

Demonstrate a vehicle
Approach clientele
Sell
Prospect

Correct Answer

A. Prospect

Explanation

The given statement suggests that there are very few salespeople who are taught to prospect properly. This implies that prospecting is an important skill that salespeople should possess in order to be successful. Prospecting refers to the process of identifying potential customers or leads for a product or service. It involves researching and identifying individuals or businesses who may have a need or interest in what is being sold. By prospecting effectively, salespeople can target their efforts towards the right audience and increase their chances of making successful sales.

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7.

The __________ is used to develop new business, referrals, field calls and service contracts and is necessary for each contact.

Client Perspective Prompt
Power Prospect Quarterly
Response Module
Testimonial Evidence of Character

Correct Answer

A. Client Perspective Prompt

Explanation

The Client Perspective Prompt is used to develop new business, referrals, field calls, and service contracts. It is necessary for each contact as it helps to understand the client's perspective and gather valuable insights that can be used to improve the business relationship and meet their needs effectively. This prompt allows for open and honest communication, which is crucial for building trust and long-term partnerships.

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8.

Develop business by contacting:

Friends and family
Auto body and repair shops
Insurance agents
All of these

Correct Answer

A. All of these

Explanation

The correct answer is "All of these" because developing a business involves reaching out to various potential sources of customers and referrals. Friends and family can provide initial support and spread the word about the business. Auto body and repair shops can refer customers who may require related services. Insurance agents can refer customers who need repairs covered by insurance. Therefore, contacting all of these groups can help in expanding the business network and acquiring new customers.

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9.

Always be sure to adjust the speed of your conversation to that of your listener.

True
False

Correct Answer

A. True

Explanation

Adjusting the speed of your conversation to that of your listener is important because it ensures effective communication. By matching the pace at which the listener can process information, you can avoid misunderstandings and make sure your message is properly understood. This helps in maintaining engagement and promoting better comprehension between both parties.

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1

10.

When making a sales call, never annoy the client by asking them:

To call you back
Personal questions
For referrals
How they were treated during their purchase

Correct Answer

A. To call you back

Explanation

When making a sales call, it is important not to annoy the client by asking them to call you back. This can be seen as pushy or bothersome, as the client may not want to engage in further communication. It is more effective to provide all the necessary information during the initial call and offer alternative means of contact if needed.

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11.

Above all else, the success of the phone call relies on:

Personality
Preparation
Scripting
Timing

Correct Answer

A. Personality

Explanation

The success of a phone call relies on the personality of the person making the call. This is because having a pleasant and engaging personality can help to build rapport and establish a positive connection with the person on the other end of the line. A person with a good personality is more likely to be able to effectively communicate, listen actively, and adapt to the needs and preferences of the person they are speaking to. This can lead to a more successful and productive phone call.

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12.

The easiest and most effective way to build a relationship with the client is through:

Discussing the vehicle the client is interested in
Chit-chat and small talk
Asking for referrals right away
Never deviating from the purpose of the call

Correct Answer

A. Chit-chat and small talk

Explanation

Building a relationship with the client is best achieved through chit-chat and small talk. This allows for casual conversation and helps to establish a personal connection with the client. By engaging in friendly conversation, trust and rapport can be built, making the client feel more comfortable and valued. This approach also helps to create a positive and friendly atmosphere, which can lead to better communication and understanding between the salesperson and the client. Additionally, chit-chat and small talk can provide valuable insights into the client's interests and preferences, allowing the salesperson to tailor their approach and offer personalized solutions.

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03 Tps - Cutrubus Mitsubishi

TPS is the acronym for Tactical Phone Skills; the skills that help you to be an effective, successful salesperson.

Quiz Preview

To give the client a positive telephone experience you must be sure to:

Always be sure to say the word survey when speaking to a client.

How should you speak when speaking to a client?

When prospecting, it is best to use a prepared script so that all topics are covered.

Very few salespeople are taught to ____________ properly.

The __________ is used to develop new business, referrals, field calls and service contracts and is necessary for each contact.

Develop business by contacting:

Always be sure to adjust the speed of your conversation to that of your listener.

When making a sales call, never annoy the client by asking them:

Above all else, the success of the phone call relies on:

The easiest and most effective way to build a relationship with the client is through: