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Marketing Selling 2.08,09,10,12
Test Description: Marketing Selling 2.08,09,10,12
Instructions: Answer all questions to get your test result.
1) 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
True, all salespeople make every contact permanent.
B
False, retail salespeople do not need this step.
C
False, industrial salespeople do not need this step.
D
True, this is an important step for all salespeople.
2) Tim could not think of any more questions to determine a customer's need for a new stove. What should Tim do?
A
Ask questions more slowly
B
Wait for the customer to ask questions
C
Speed up the pace of your questions.
D
Use questioning statements
3) What type of product information might a salesperson be able to obtain from a manufacturer's representative?
A
What credit terms are available
B
How the product became popular
C
What inventory method to use
D
How the product is made
4) 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
Sell the item to the new customer and reorder for the original customer
D
Hold the item for the original customer and get the new customer's name and address
5) What should a salesperson explain to a customer when recommending a substitute item?
A
Fringe benefits
B
Comparable features
C
Buying motives
D
Exchange policies
6) The phase of the selling process that includes writing up the order is
A
reaching closure.
B
prescribing solutions.
C
establishing relationships.
D
discovering needs.
7) What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A
Pre-installed software saves money.
B
Print capability is optional.
C
Monitor has a nonglare screen.
D
Models are available in many colors.
8) 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
What can I do for you today?
D
Brand X is on sale today.
9) Which of the following is part of establishing relationships with customers:
A
Reaching closure
B
Sizing up the customer
C
Probing
D
Using suggestion selling
10) What is usually an important step in processing a customer's telephone order?
A
Calculating gross profit
B
Asking personal questions
C
Checking product availability
D
Ending the call quickly
11) What is often one of the first steps in processing an incoming telephone order?
A
Explaining pricing policy
B
Describing each item
C
Checking for availability
D
Obtaining customer's name
12) 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
Explaining pricing policy
B
Checking for availability
C
Describing each item
D
Obtaining customer's name
13) On what does the speed of asking customers questions depend?
A
Number of other customers waiting
B
Type of product that is being sold
C
Pace of the customer's responses to your questions
D
Amount of time left before the business closes
14) 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
Acknowledge the second customer as soon as possible.
C
Leave the first customer to help the second customer
D
Ignore the second customer until finished with the first customer
15) 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
16) A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
A
Try to serve the customer as best s/he can
B
Tell the customer to contact the manufacturer
C
Explain that s/he is new and doesn't know
D
Ask an available, experienced employee
17) Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
A
Buying motives
B
Comparable features
C
Exchange policies
D
Fringe benefits
18) Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
A
What is it?
B
What's in it for me?
C
What is the price?
D
What is the warranty?
19) 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
Ask an available, experienced employee
B
Explain that s/he is new and doesn't know
C
Tell the customer to contact the manufacturer
D
Try to serve the customer as best s.he can
20) What is good advice for a salesperson to follow when questioning customers?
A
Ask impersonal questions
B
Ask each customer the same questions
C
Make sure customers answer your questions
D
The more questions you ask, the better
*select an answer for all questions
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