Marketing Selling 2.08,09,10,12: Question Preview (ID: 15950)


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Determine whether the following statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer.
a) False, retail salespeople do not need this step. b) True, all salespeople make every contact permanent. c) False, industrial salespeople do not need this step. d) True, this is an important step for all salespeople.
Tim could not think of any more questions to determine a customer's need for a new stove. What should Tim do?
a) Use questioning statements b) Wait for the customer to ask questions c) Ask questions more slowly d) Speed up the pace of your questions.
What type of product information might a salesperson be able to obtain from a manufacturer's representative?
a) How the product is made b) What credit terms are available c) How the product became popular d) What inventory method to use
When a customer's special order arrives, another customer who is on hand at the time asks to buy the item. What should the salesperson do?
a) Hold the item for the original customer and offer to place an order for the new customer b) Sell the item to the new customer and refund the original customer's money c) Hold the item for the original customer and get the new customer's name and address d) Sell the item to the new customer and reorder for the original customer
What should a salesperson explain to a customer when recommending a substitute item?
a) Buying motives b) Exchange policies c) Comparable features d) Fringe benefits
The phase of the selling process that includes writing up the order is
a) discovering needs. b) prescribing solutions. c) reaching closure. d) establishing relationships.
What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
a) Monitor has a nonglare screen. b) Pre-installed software saves money. c) Print capability is optional. d) Models are available in many colors.
A customer has been looking at different brands of the same product for several minutes. What is the most appropriate sales approach to use under these circumstances?
a) May I help you? b) Good morning. How are you? c) Brand X is on sale today. d) What can I do for you today?
Which of the following is part of establishing relationships with customers:
a) Using suggestion selling b) Probing c) Reaching closure d) Sizing up the customer
What is usually an important step in processing a customer's telephone order?
a) Asking personal questions b) Calculating gross profit c) Checking product availability d) Ending the call quickly
What is often one of the first steps in processing an incoming telephone order?
a) Checking for availability b) Explaining pricing policy c) Describing each item d) Obtaining customer's name
If Shari wants to make sure that she knows which customers' orders she is taking on the telephone, which one of the first steps in processing incoming telephone orders would help?
a) Checking for availability b) Explaining pricing policy c) Describing each item d) Obtaining customer's name
On what does the speed of asking customers questions depend?
a) Type of product that is being sold b) Number of other customers waiting c) Amount of time left before the business closes d) Pace of the customer's responses to your questions
What should the salesperson do when s/he is helping a customer and another customer enters the selling area?
a) Apologize to the first customer for helping the second customer b) Leave the first customer to help the second customer c) Acknowledge the second customer as soon as possible. d) Ignore the second customer until finished with the first customer
After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?
a) Trying to reach closure with the customer b) Suggesting a specific computer to the customer c) Trying to make the customer feel more relaxed d) Giving the customer a price list
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
a) Tell the customer to contact the manufacturer b) Explain that s/he is new and doesn't know c) Try to serve the customer as best s/he can d) Ask an available, experienced employee
Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
a) Buying motives b) Exchange policies c) Comparable features d) Fringe benefits
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
a) What is the warranty? b) What is it? c) What is the price? d) What's in it for me?
Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?
a) Tell the customer to contact the manufacturer b) Explain that s/he is new and doesn't know c) Try to serve the customer as best s.he can d) Ask an available, experienced employee
What is good advice for a salesperson to follow when questioning customers?
a) Ask each customer the same questions b) Ask impersonal questions c) The more questions you ask, the better d) Make sure customers answer your questions
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