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You can read the details below. By accepting, you agree to the updated privacy policy. Thank you! View updated privacy policy We've encountered a problem, please try again. Buyer resistance refers to ________ . a. The buyer's intention to not meet with salespeople b. The buyer's refusal to answer any questions c. The buyer's negative attitude during a sales dialogue d. The buyer refusing to make a purchase x e. Anything the prospect says or does that slows down the buying process e. Anything the prospect says or does that slows down the buying process Buyer resistance is more commonly referred to as a(n) ________ . a. Indicator the prospect will say no to the salesperson when asked to make a purchase b. Objection c. Negative d. Show stopper e. A buyer initiated challenge (BIC) When presenting solutions, Chris (a salesperson) often has to handle buyer resistance. Chris should think of buyer resistance as a(n) ________ event. a. Positive b. Show stopper c. A buyer initiated challenge (BIC) d. Negative x e. Unimportant Salespeople should ________ if they are unable to successfully overcome buyer resistance. a. Gracefully end the sales call b. Each of the above is correct c. Remind the prospect that nothing is perfect and ask the buyer to disregard the issue causing the resistance x d. Remind the prospect that nothing is perfect and then move on e. Ask to speak to someone else in the organization a. Gracefully end the sales Karen, a salesperson, has found that the more risk averse her prospects are, the more likely they are to present multiple objections. Which of the following best explains why these prospects present objections? a. The prospects resist change x b. All of the above are common reasons why prospects raise objections. c. The prospects don't like Karen d. The prospects want to avoid the sales interview e. Objecting is a matter of custom a. The prospects resist change x Brien is a salesperson for a payroll processing company. Brien has found that a few of his prospects provide objections even when they are confident the solution Brien is presenting will work and is worth the price. Which of the following best explains why these prospects object? a. The prospects lacks information b. The prospects believe the price is too high c. The prospects are resistant to change X d. The prospects want to avoid the sales interview e. The prospects fail to recognize a need c. The prospects are resistant to change Which of the following is not a common reason why prospects raise objections? a. The prospect wants to avoid the sales interview b. The prospect lacks information c. Objecting is a matter of custom d. The prospect's relative works for the salesperson's competition X e. The prospect fails to recognize the need d. The prospect's relative works for the salesperson's competition X Steve is a sales rep for an industrial equipment company. Steve can expect sales resistance when ________ . a. The buyer simply resists change b. All of the above are correct. X c. The salesperson has failed to prospect properly. d. The buyer wants to avoid the sales interview e. The prospect lacks information. b. All of the above are correct. X Which of the following is not one of the five categories of objections? a. Competitor X b. All of the above are categories of objections c. Company or source objections d. Price objections e. Need objections A buyer saying "I don't think that copier is durable enough for our needs" is expressing which type of objection? a. No need b. Product related X c. Time related d. Forestalling e. Price A buyer expressing resistance because he/she is loyal to another supplier is raising which type of objection? a. Company or Source X b. Service related c. Product related d. Forestalling e. Price "Your company is too small to handle our business" is likely expressing a(n) ________ objection. a. Source X b. Product c. Need d. Price e. Time LAARC is a tool salespeople use for ________ . a. Gaining commitment b. None of the above c. Handling resistance X d. Uncovering needs e. Presenting solutions When salespeople are confronted with an objection, the first thing they should do is ________ . a. Listen carefully X b. Ask for the order c. Assess the objection d. Respond to the objection e. Forestall Ramon is salesperson for a technology consulting company and is confronting an objection. Once the buyer has expressed/stated the objection, Ramon should: a. Acknowledge the objection X b. Change the subject of the conversation c. Respond to the objection d. Continue listening e. Assess the objection a. Acknowledge the objection X The second step of the resistance handling process is to ________ a. Respond to the objection b. Acknowledge the objection c. Continue listening d. Assess the objection X e. Change the subject of the conversation b. Acknowledge the objection In the LAARC process for handling buyer resistance, the C stands for? a. Consider b. Cover c. Counter X d. Confirm e. Confide Ethan has a testimonial from a highly respected customer that counters the rumor Ethan's company doesn't have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial? a. Translation b. None of the above are correct X c. Compensation d. Reverse Contention Method (RCM) e. Questioning . None of the above are correct X Which of the following is not a method for responding to objections? a. Compensation b. Translation c. Transition d. Direct denial X e. Forestalling The ________ method of handling resistance refers to the salesperson counterbalancing the objection with an offsetting benefit. a. Translation b. Forestalling c. Transition d. Compensation X e. Direct denial ________ refer(s) to favorable statements a buyer makes during a sales presentation that signal buyer commitment. a. Sales resistance b. None of the above c. Closing d. Trial commitments e. Commitment signals X ________ refer(s) to questions asked by the salesperson designed to elicit how far along the prospect is in his/her decision making. a. Objections b. All of the above c. Trial commitments X d. Commitment signals e. Purchase requests A buyer asking about methods of payment is communicating a(n) ________ . a. Trial commitment b. None of the above are accurate c. Commitment signal X d. Confirmed benefit e. Objection Which of the following is not a technique for earning commitment? a. Balance sheet commitment b. All the above are techniques for earning commitment c. Alternative choice X d. Direct commitment e. Summary commitment b. All the above are techniques for earning commitment If a buyer says "no" to the salesperson's first attempt to gain commitment, the salesperson should ________ . a. Attempt to get another appointment with the buyer b. None of the above c. Lower the price d. Attempt once again to gain the buyer's commitment (i.e., make a sale) X e. Thank the buyer for their time Sales resistance is a normal part of the sales process. a. True b. False A buyer that does not express any resistance should concern a salesperson more than a buyer that does express resistance. a. True b. False On very rare occasions, buyers raise objections because they are resistant to change. a. True b. False Buyers may express resistance before the salesperson has a chance to uncover needs. a. True b. False The less effective a salesperson is at qualifying prospects, the more likely that salesperson is to encounter sales resistance. a. True b. False It is customary for prospects to raise objections even if they do not have an otherwise valid concern. a. True b. False The "company objection" and "source objection" categories are essentially the same. a. True X b. False A maintenance agreement should be included" is an example of a service objection. a. True b. False X Price objections are rare if the salesperson has done a good job qualifying the prospect. a. True X b. False A buyer's resistance based on his or her loyalty to another supplier is generally hardest type of resistance to overcome. a. True X b. False When a customer says "Your prices are high," it always means they have a price objection. a. True b. False X When handling time objections, it is acceptable for the salesperson to review the reasons to act now or soon. a. True X b. False The "L" in LAARC stands for Learn. a. True b. False X The "L" in LAARC stands for Listen. a. True X b. False The "R" in LAARC stands for React. a. True b. False X The first "A" in LAARC stands for Acknowledge. a. True X b. False The LAARC refers to a method salespeople use to gain commitment. a. True X b. False The Indirect Denial method is less risky than the Direct Denial method of handling objections. a. True b. False X The translation or boomerang method of handling resistance can turn an objection into a reason to buy. a. True X b. False The Feel-Felt-Found method of handling objections is a form of third-party reinforcement. a. True X b. False The Compensation method for handling objections is appropriate for objections based on inaccurate information. a. True X b. False After a buyer expresses an objection, it is appropriate for the salesperson to ask the buyer probing questions. a. True X b. False "Direct commitment" is a technique salespeople use to gain commitment. a. True X b. False Today's buyers are more likely to be more tolerant of "closing techniques." a. True X b. False "The price is higher than I thought" is an example of a red light statement. a. True X b. False It is uncommon for inexperienced salespeople to be afraid to ask for the order. a. True b. False X ________ refers to the process of converting new customers into lifetime customers by continually adding value to the product. a. Gaining commitment b. Adding value c. Sales dialogue d. Building goodwill X e. Handling resistance ________ refers to the process of improving a product or service for the customer. a. Gaining commitment b. Adding value X c. Sales dialogue d. Building goodwill e. Handling resistance Kimberly is a salesperson for a computer hardware company. She knows that customer satisfaction is affected, in part, by her reliability and responsiveness to her customers. She demonstrates these qualities by each of the following, except? a. Satisfying customer requests b. Fulfilling commitments c. Treating her customers to lunch X d. Returning phone calls promptly e. Being readily available c. Treating her customers to lunch X The salesperson periodically asking his/her customers routine follow-up questions such as ________ , can go a long way in letting a customer know that the salesperson cares. a. Can you provide me a list of referrals? b. How are we doing? c. Both B and D are correct. X d. Are you interested in talking about another purchase? X e. Do you want my phone number so you can call me if a problem arises that you can't fix Assessing ________ helps build customer trust. a. Customer satisfaction b. The buyer's objections X c. None of the above are correct d. The buyer's needs X e. The buyer's commitment level ________ refers to a salesperson's actions that maximize the number of critical encounters with buyers in order to encourage effective dialogue? a. Know b. Connect X c. Encourage d. Interact X e. Relate the purchasing decision) people in the buying organization. a. Know b. Connect X c. Encourage d. Interact X e. Relate ________ refers to a salesperson's ability to develop insight regarding the buyer's changing situation, needs, and expectations? a. Know X b. Connect c. Encourage d. Interact e. Relate ________ refers to a salesperson's ability to apply relevant understanding and insight to create value-added interactions? a. Know b. Connect c. Encourage d. Interact e. Relate X CRM is a tool that can greatly improve a salesperson's ability to ensure customer satisfaction. CRM is an acronym for ________ . a. Customer Relations Manager X b. Consumer Relationship Maker X c. Customer Relationship Management d. Customer Relationship Maker e. Customer Relations Management Customer Relationship Management Which of the following is not one of the recommended partnership enhancement activities? a. Expedite orders b. Resolve complaints c. All of the above are recommended partnership enhancement activities X d. Train customer personnel e. Correct billing errors c. All of the above are recommended partnership enhancement Remembering the customer after the sale is important because ________ . a. That's the best time to ask customers for referrals b. Many buyers feel neglected once they place an order with a company c. None of the above are correct. X d. Doing so presents a great opportunity to secure another purchase X e. That's when they are most likely to contact the salesperson's manager if things aren't going well. b. Many buyers feel neglected once they place an order with a company "Remembering the customer after the sale" and "training customer personnel" are ________ . a. Methods for handling resistance b. Methods for gaining commitment X c. All of the above are correct X d. Relationship enhancement activities e. Activities designed to secure another purchase d. Relationship enhancement activities Salespeople should create opportunities for his/her customers to provide candid feedback, especially if it is negative. In other words, salespeople should ________ . a. Keep their customers satisfied no matter what the cost b. Encourage testimonials X c. All of the above are correct d. Encourage critical encounters. e. Require their customers complain on a regular basis d. Encourage critical encounters. Which of the following is not one of the steps for handling complaints? a. Ask the customer what he/she would like you to do b. Ask the customer to provide a written summary of the problem X c. Follow through on all promises d. Get the whole story e. Gain agreement on a solution . Ask the customer to provide a written summary of the problem If a customer complaint is the result of the customer's unrealistic expectations, the salesperson should ________ after gaining agreement on a complaint resolution. a. Educate the customer X b. Charge the customer an appropriate fee for resolving the complaint c. Meet with the customer again d. Sever the relationship with the customer e. Ask the customer how they would like their complaint resolved Maintaining open, two-way communication with a customer is easier when: a. The customer believes the salesperson is sincere and responsive X b. The salesperson memorizes the customer's phone number c. Both A and C are correct d. The customer is content and not in need of any contact with the salesperson e. The salesperson visits the customer on a daily basis a. The customer believes the salesperson is sincere and responsive ________ refers to a way to build buyer-salesperson relationships in which the buyer's organization and the salesperson's organization join together to improve an offering. a. Collaborative involvement b. A joint venture X c. A and D are correct d. A partnership agreement e. Mutually assured complaint resolution (MACR) a. Collaborative involvement Salespeople should ensure that the customer's expectations are reasonable by ________ . a. Uncovering needs accurately X b. Clearly and honestly conveying the firm's offering c. A, B, and D are correct d. Soliciting customer expectations e. Continually working to improve performance c. A, B, and D are correct ________ refers to meeting and/or exceeding customer service expectations. a. Service enthusiasm b. Service quality X c. Collaborative involvement d. Service Expectation Exceeding (SEE) e. Customer service ________ refers to a plan in which a salesperson identifies his or her business and customer, what the customers want, and what is important to them. a. Service strategy X b. Service enthusiasm c. Service motivation d. Service quality e. Collaborative involvement ________ refers to the ability of a salesperson to get knocked down several times a day by a customer's verbal assault and get right back up with a smile and ask for more. a. Service quality b. Service motivation c. Service strategy d. Service enthusiasm e. Resilience X ________ refers to the desire of a salesperson to serve customers each day. a. Service quality b. Service motivation X c. Service strategy d. Service enthusiasm e. Resilience Which of the following is not one of the expectations customers have when dealing with salespeople? a. Capitulation b. Accuracy c. All the above XX d. Warmth and friendliness e. Resolution of complaints Ultimately, who is responsible for differentiating a company's products and positioning those products in the minds of its customers? a. The company's product managers b. The company's marketing department c. None of the above d. The company's senior management e. That company's salespeople X . That company's salespeople Generally speaking it's more expensive to sustain a current customer than it is to acquire a new one. a. True b. False X A focus on the short-term is a relationship enhancer. a. True b. False X Keeping customers satisfied is important because it leads to customer trust. a. True X b. False Salespeople need to be diligent in following up with customers if they want to build, maintain, and enhance customer relationships. a. True X b. False Fortunately, only a few companies do a poor job understanding and satisfying their customers. a. True X b. False New customers generally feel special because they have received a lot of attention. a. True X b. False Computer technology is helpful to salespeople, especially if it can help them keep track of their customers. a. True X b. False Salespeople should avoid critical encounters with their customers. a. True b. False A salesperson should try to maintain contact with multiple individuals in the buying organization. a. True X b. False The salesperson should coordinate and interpret the information gathered through buyer-seller contact and collaboration. a. True X b. False CRM stands for Consumer Relationship Management. a. True b. False X It's unusual for buyers to feel neglected by the salesperson once they've placed an order. a. True b. False X Traditional selling and relational selling are quite different with respect to post-sale follow-up activities. a. True X b. False
Although not to be used alone, a handwritten thank you card to a customer is a good form of customer follow-up. a. True X b. False Depending on the industry, salespeople may help with the installation of products they've sold. a. True X b. False If customer training is necessary, the salesperson should probably avoid attending the training in order to avoid distracting the customers. a. True b. False X The first step in the complaint handling process is to listen carefully. a. True X b. False Salespeople should keep communications lines with their customers open if they want to build long-term relationships. a. True X b. False
Collaborative involvement is a way to build on buyer-seller relationships. a. True X b. False Salespeople involved in relational selling should strive to expand the collaborative involvement between the buyer's and the salesperson's organization. a. True X b. False "Moments of truth" are when the customer will determine if promises are being kept by the sales organization. a. True X b. False Service quality refers to meeting or exceeding customer service expectations. a. True X b. False Service motivation refers to the salesperson's desire to serve customers each day. a. True X b. False Customers expect salespeople to be warm, friendly, helpful, and empathetic. a. True X b. False Service motivation is important but not one of the customer service dimensions. a. True b. False X Self-leadership refers to ________ . a. None of the above is accurate b. Managing oneself X c. The process of doing the right things and doing them well d. Leading others by example e. Self-motivation and self-discipline . The process of doing the right things and doing them well High performing salespeople with strong self-leadership skills: a. Are known for working harder not smarter b. Leave at least two hours open in their daily schedules because sales requires schedule flexibility c. Rarely plan out their days because sales requires schedule flexibility d. Often have trouble because they try to squeeze to many appointments into each day e. Treat time as a valuable and irreplaceable resource X . Treat time as a valuable and irreplaceable resource X Salespeople who rarely devote any time to developing and executing plans to achieve established objectives are usually ________ . a. all of the above b. In-effective self-leaders X c. Successful d. Effective self-leaders e. Highly self-motivated b. In-effective self-leaders Which the following is not one of the sequential stages of self-leadership? a. Each of the above is a one of the stages b. Taking advantage of technology X c. Implementation of strategies d. Setting goals and objectives e. Assessment and evaluation . Each of the above is a one of the stages The first stage of self-leadership is: a. None of the above b. Setting goals and objectives X c. Territory analysis d. Assessment and Evaluation e. Tapping technology b. Setting goals and objectives Effective goals and objectives must possess certain fundamental characteristics, including any of the following characteristics, except ________ . a. All of the above are fundamental characteristics of effective goals. X b. Time specific c. Realistic d. Quantifiable e. Specific . All of the above are fundamental characteristics of effective goals. Which of the following is not one of the four levels at which salespeople should establish goals? a. All of the above are levels at which salespeople should establish goals. X b. Sales call goals c. Account goals d. Company goals e. Personal goals Suppose a salesperson sets an annual territory sales goal to $3,000,000 in sales. What is the next goal the salesperson should set? a. Territory goals b. Sales call goals X c. Personal goals d. Account goals e. Company goals Eddie is a salesperson for Tri-vent Systems. Eddie has set his annual territory sales goal. Before he starts setting sales call goals, Eddie needs to ________ . a. None of the above. b. Schedule his first sales call c. Set annual account sales goals for each of his accounts X d. Begin setting his personal goals e. Call the accounts and tell them his objective Set annual account sales goals for each of his accounts ________ refers to a salesperson's desire to sell a certain amount of product to one customer or account in order to achieve territory and personal goals. a. Territory goals b. Sales call goals c. Personal goals X d. Account goals e. Company goals ________ refers to the process of surveying an area to determine customers and prospects that are most likely to buy. a. Sales management b. Territory analysis X c. Territory management d. Market Prospect Analysis e. Account classification ________ refers to placing existing customers and prospects into categories based on their sales potential. a. Sales management b. Customer management c. Territory management d. Prospecting e. Account classification One of the two common methods for classifying accounts is single-factor analysis, the other is ________ . a. None of the above are correct X b. Sales Volume Analysis (SVA) c. Most Likely Sales (MLS) analysis d. Portfolio analysis e. ABC analysis Suppose a salesperson is classifying accounts based on the annual purchase volume. Which common method for classifying accounts is the salesperson using? a. Least Likely Sales (LLS) analysis b. Sales volume analysis X c. Portfolio analysis d. Most Likely Sales (MLS) analysis e. Single-factor analysis Suppose a salesperson is classifying accounts based on annual sales volume and potential sales volume. Which common method for classifying accounts is the salesperson using? a. Least Likely Sales (LLS) analysis b. Sales volume analysis c. Portfolio analysis X d. Most Likely Sales (MLS) analysis e. Single-factor analysis Michele is attempting to classify a new account using portfolio analysis. She believes she is in a strong competitive position, and she believes the account opportunity is high compared to other opportunities. Which of the following best represents what Michele's selling effort strategy should be? a. Both A and C above are good options b. Make a heavy investment of selling effort and resources in order to take advantage of high opportunity and to maintain/improve competitive position. X c. Make a heavy investment in the selling effort in an attempt to strengthen her competitive position. d. Allocate a moderate level of selling effort in order to maintain the current competitive position. e. Assign the account to a telemarketer until a breakthrough is made. b. Make a heavy investment of selling effort and resources in order to take advantage of high opportunity and to maintain/improve competitive position. Salespeople will use information from the territory analysis and account classification stage to successfully establish ________ . a. None of the above is correct X b. Personal goals c. An operational agenda d. Territory routing plans e. Account classification schemas . Territory routing plans The Cloverleaf sales call routing plan is best used when ________ . a. None of the above is correct b. Accounts are located in linear clusters that are some distance from one another c. Accounts are concentrated in different parts of the territory d. Accounts are in major metropolitan areas X e. Accounts are located in a straight line Accounts are concentrated in different parts of the territory Which of the following statements about sales technology automation is untrue? a. All the above are true. b. For most salespeople, the use of sales technology improves their efficiency and productivity while reducing their creativity and ability to innovate. c. Sales force automation tools allow salespeople to expand their available resources for enhanced selling performance and outcomes. d. Selling technology is changing rapidly. e. Many sales managers believe that the best salespeople are those who stay up with changes in, and developments of technologies with selling applications. . For most salespeople, the use of sales technology improves their efficiency and productivity while reducing their creativity and ability to innovate. Which of the following is not one of the types of software applications most salespeople are likely to use when taking advantage of computer technology? a. Gaming platform development X b. Customer Relationship Management c. Word processing d. Spreadsheets e. Presentation graphics a. Gaming platform development ________ refers to skills salespeople must learn to build internal partnerships that translate into increased sales and organizational performance. a. Customer Relationship Management (CRM) skills b. Internal Relationship Management (IRM) skills c. Account development skills X d. Social posturing skills e. Teamwork skills Which of the following is not a type of internal partnership? a. Marketing partnerships b. Administrative support partnerships c. Customer partnerships X d. Transportation partnerships e. Sales partnerships c. Customer partnerships X Which of the following is not a type of internal partnership? a. All of the above are types of internal partnerships X b. Administrative support partnerships c. Marketing partnerships d. Transportation partnerships e. Sales partnerships . All of the above are types of internal partnerships Between buyers and sellers, optimum solutions develop from a team orientation based on the philosophy of win/win alternatives. This team orientation and philosophy of win/win alternatives can happen only when ________ . a. None of the above is accurate b. The salesperson and buyer develop a personal relationship c. Either the buyer or the seller has a dominant position in the relationship d. There are high levels of mutual trust and communications X e. Both the buyer and the seller are focused on self-interests . There are high levels of mutual trust and communications Which of the following is not one of the six teamwork skills that salespeople must learn and sincerely apply in the process of building internal partnerships? a. All of the above are one of the six teamwork skills X b. Keeping commitments c. Attending to the little things d. Expecting the best from each member e. Understanding the other individuals All of the above are one of the six teamwork skills Effective self-leadership includes setting objectives. a. True X b. False The first stage of self-leadership is setting goals and objectives. a. True X b. False Effective goals need to be challenging and not constrained by time. a. True b. False X Effective goals are those that are specific and quantifiable. a. True X b. False Increasing sales by 2% over the next six months" is an example of an effective goal. a. True X b. False A salesperson's desire of selling a certain amount of product to one customer or account is a personal goal. a. True X b. False The levels of goals (personal, territory, account, and sales call) are interrelated and interdependent.. a. True b. False X A salesperson's desire to sell a certain amount of product within an area or territory in order to achieve personal goals is referred to an account goal. a. True b. False X A goal of selling $30,000 in products to an account over the next 12 months is an example of a account goal. a. True X b. False A goal of selling $30,000 in products to an account over the next 12 months is an example of a territory goal. a. True b. False X The process of surveying an area to determine customers and prospects that are most likely to buy is referred to as account classification. a. True X b. False The process of placing existing customers and prospects into categories based on their potential as customer is referred to as territory analysis. a. True b. False X Classifying accounts based on sales volume is an example of the single-factor analysis method of classifying accounts. a. True X b. False The Portfolio analysis method is more complex than single-factor analysis method, but it overcomes one of single-factor analysis method's major weaknesses. a. True X b. False A salesperson wanting a relatively simple method for classifying accounts should the use single-factor analysis method. a. True X b. False Salespeople should know the required call frequency for each account, before they can establish effective territory routing plans. a. True X b. False The straight-line plan is best used when accounts are located in clusters that are some distance from one another. a. True b. False X The cloverleaf territory routing plan best used when accounts are concentrated in different parts of the territory. a. True X b. False Circular routing plans work best when accounts are evenly dispersed throughout the territory. a. True X b. False There is no such thing as a leapfrog routing plan. a. True X b. False
The best salespeople are those who stay up with changes in and developments of selling related technologies. a. True X b. False Extranet is another name for Intranet. a. True b. False X When working in teams, it's important to attend to "the little things." a. True X b. False
When you begin working in a group, one of the first things you should do is to clarify your expectations. a. True X b. False What is the term for a response to buyer objections in which the salesperson tells the customer that he or she is wrong?direct denial. a response to buyer objections in which the salesperson tells the customer that he or she is wrong.
What is the term for a response to buyer objections in which the salesperson converts the objection into a reason that the prospect should buy?boomerang or translation. a response to buyer objections in which the salesperson converts eht objection into a reason the prospect should buy. commitment signals. favorable statements a buyer makes during a sales presentation that signal buyer commitment. company or source objections.
Which acronym represents the process for handling objections?The ARC acronym is easy to remember and involves three straight forward steps to overcoming sales objections. This method is to sincerely acknowledge the prospect's concern, then respond crisply and concisely and finally close off the objections with a resolution.
What is the term for the qualities or characteristics of a product or service that are designed to provide value to a buyer?features. A quality or characteristic of a product or service that is designed to provide value to a buyer. organized sales dialogue. Also known as the organized sales presentation. Unlike a canned sales presentation, an organized sales dialogue has a high level of customer involvement.
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Which term refers to a buyers objection to a product or service during a sales presentation or anything that slows down the buying process?
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