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