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MM 4
Test Description: Marketing Management Section IV
Instructions: Answer all questions to get your test result.
1) A probe that requires a broad response to a topic and cannot be answered with yes or no is known as which type of question?
A
Information-gathering
B
Closed-ended
C
Confirming
D
Open-ended
2) The salesperson should pause before answering a customer's objections in order to perform which activity?
A
To let the customer see that he or she is upset
B
To delay dealing with the objection
C
To get the full attention of the customer
D
To show empathy for the customer
3) A salesperson has explained the features and benefits of a product that appeared to be of interest to a customer. What should the salesperson do if the customer reacts negatively?
A
Hand the customer promotional materials and walk away
B
Ask additional questions and explain other features and benefits
C
Proceed with the sales presentation
D
Accept the fact that the sale has been lost
4) A salesperson can try to identify a personality type by performing which activity?
A
Serving them quickly
B
Asking personal questions
C
Giving efficient service
D
Observing their actions
5) What is a benefit for salesperson to use probing in a sales presentation?
A
Less time is needed to make a sale.
B
Product returns are increased.
C
The customer feels reassured.
D
The customer feels important.
6) What do salespeople need to determine in order to qualify leads?
A
Buying pattern
B
Name of contact
C
Future plans
D
Ability to pay
7) Why do companies provide sales standards to their salespeople?
A
To designate the sales territories in which the salespeople are permitted to sell
B
To ensure that salespeople adhere to the policies
C
To identify the sales quotas that salespeople are required to meet
D
To provide structure for salespeople to follow without stifling their personalities
8) What is often an effective technique for a salesperson to use when selling goods and services to groups?
A
Avoid summarizing
B
Discuss many topics
C
Encourage interaction
D
Question each participant
9) What aspect of their delivery should salespeople try to identify and correct before giving a sales presentation?
A
Attentive posture
B
Immaculate grooming habits
C
Comfortable volume
D
Distracting mannerisms
10) Which is motivation for a customer's buying behavior that is based on loyalty?
A
Patronage
B
Security
C
Recognition
D
Utility
*select an answer for all questions
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