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4.02 SEM I Part B
Test Description: 4.02 SEM I part B Steps of the sales process
Instructions: Answer all questions to get your test result.
1) After-sale activities are important because they:
A
Develop on-going dialog with customers
B
Help store managers determine if they need to hire more sales people.
C
Uncover buying needs
D
Create opportunities for customers to return merchandise
2) A salesperson questions the customer, “Would you need a can of balls to go with the new racket you selected?” This is an example of:
A
Buying a line.
B
Suggestion selling
C
Demonstrating the product
D
Handling customers.
3) When determining the customer’s price-range preference, a sales associate should:
A
Show the medium-priced merchandise first
B
Show the least expensive merchandise first
C
Ask the manager which is the most popular item.
D
Demand the customer explain to you how much money they want to spend
4) In sports and entertainment marketing, direct mail, telemarketing, and personal selling are also known as:
A
Greeting approaches
B
Combination approaches
C
Sales approaches.
D
Welcome approaches
5) Sending a follow-up survey to customers to determine their level of satisfaction with their latest purchase is an example of:
A
Closing the sale
B
Handling customers
C
Relationship marketing.
D
Product presentation
6) Observing, listening, and questioning are part of:
A
Follow-up
B
Determining needs of customer
C
Greeting the customer
D
Closing the sale
7) The first step in an effective product presentation is:
A
Welcoming the customer
B
Selecting the right product to demonstrate
C
Using sales periodicals
D
Showing enthusiasm for the product
8) To close the sale when a customer needs help deciding, the sales person should:
A
Show at least four additional items
B
Explain the characteristics of each product being considered
C
Stop talking about the product
D
Encourage the customer to be impulsive
9) The LEAST effective sales approach method is the:
A
merchandise
B
greeting
C
combination
D
service
10) A physical action, comment, or question is a:
A
Buying signal.
B
Direct close.
C
Characteristic of an impulse customer.
D
Customer objection
*select an answer for all questions
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