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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
Uncover buying needs
B
Help store managers determine if they need to hire more sales people.
C
Create opportunities for customers to return merchandise
D
Develop on-going dialog with customers
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
Demonstrating the product
B
Buying a line.
C
Handling customers.
D
Suggestion selling
3) When determining the customer’s price-range preference, a sales associate should:
A
Show the medium-priced merchandise first
B
Demand the customer explain to you how much money they want to spend
C
Ask the manager which is the most popular item.
D
Show the least expensive merchandise first
4) In sports and entertainment marketing, direct mail, telemarketing, and personal selling are also known as:
A
Combination approaches
B
Greeting 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
Product presentation
B
Handling customers
C
Relationship marketing.
D
Closing the sale
6) Observing, listening, and questioning are part of:
A
Greeting the customer
B
Determining needs of customer
C
Closing the sale
D
Follow-up
7) The first step in an effective product presentation is:
A
Selecting the right product to demonstrate
B
Welcoming the customer
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
Stop talking about the product
B
Encourage the customer to be impulsive
C
Explain the characteristics of each product being considered
D
Show at least four additional items
9) The LEAST effective sales approach method is the:
A
greeting
B
merchandise
C
service
D
combination
10) A physical action, comment, or question is a:
A
Direct close.
B
Buying signal.
C
Customer objection
D
Characteristic of an impulse customer.
*select an answer for all questions
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