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4.02 SEM I
Test Description: 4.02 SEM I Steps of the Sales Process
Instructions: Answer all questions to get your test result.
1) A customer stating a reason, concern, or hesitation for not making a purchase is a(n):
A
doubt
B
disagreement
C
objection
D
close
2) Which of the following would be the most effective way to involve customers in a product demonstration of a golf putter?
A
Photocopy information about the putter for the customer to take home
B
Point out the features and benefits of the putter
C
Show the customer testimonials in Golf Digest
D
Allow the customer to test the grip of the putter
3) Suggestion selling
A
Takes place after the customer commits to original purchase.
B
Takes place after the original sales transaction has been completed.
C
Allows the salesperson to suggest unwanted items to a customer
D
Helps the area supervisor
4) The first encounter with the customer is called the:
A
approach
B
presentation
C
opener
D
preapproach
5) Why is it important to show medium-priced merchandise first?
A
To overcome objections
B
To close the sale
C
The salesperson doesn’t want to embarrass the customer
D
The salesperson can go up or down based on customer’s reaction
6) One rule for closing the sale is when a customer is ready to buy, the sales person should
A
Encourage the customer to be impulsive
B
Stop talking about the product and ask for the sale
C
Show additional merchandise
D
Explain the characteristics of each product being considered.
7) Vivian is looking at a Faith Hill CD. The salesperson should use which approach when addressing Vivian?
A
welcome
B
merchandise
C
greeting
D
service
8) Showing a potential season ticket holder where his seats will be is which step of the selling process?
A
Approaching the customer
B
Closing the sale
C
Overcoming objections
D
Product demonstration
9) When there is a wide variety of products available, a salesperson should first show the customer:
A
Medium priced items
B
Lower priced items
C
The most expensive item
D
Higher priced items
10) “Of the two treadmills you just tried, on which one did you feel more confident running?” is an example of which closing technique?
A
service
B
which
C
direct
D
Standing-room only
*select an answer for all questions
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