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Marketing I Study Guide Review 2.08-2.11
Test Description: Review 2.08-2.11
Instructions: Answer all questions to get your test result.
1) When salespeople explain the benefits of a technical product, which question are they answering for customers?
A
“What is it?”
B
“What is the warranty?”
C
“What is in it for me?”
D
“What is the price?”
2) How does a feature-benefit chart help a salesperson?
A
Determines which features and benefits appeal to each customer
B
Explains the business's compensation rate to the salesperson
C
Evaluates customer reaction to the presentation
D
Provides a quick reference to the salesperson about the product
3) Which type of product information might a salesperson be able to obtain from a manufacturer's representative?
A
How the product became popular
B
What credit terms are available
C
What inventory method to use
D
How the product is made
4) 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 she or he is new and does not know
C
Ask an available, experienced employee
D
Try to serve the customer as best she or he can
5) Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A
Monitor has a no?n-glare screen.
B
Models are available in many colors.
C
Preinstalled software saves money.
D
Print capability is optional.
6) A customer interested in buying an expensive product asks a question the sales representative cannot answer. The customer leaves without buying anything, but promises to come back later. The only other person on hand who has the information needed is
A
Wait until the manager returns, and ask him or her for the information
B
Interrupt a coworker to get the information before the customer returns
C
Write a memo to the manager requesting the information needed
D
Ask a coworker for the information as soon as his or her customer leaves
7) Geri asks a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson is not aware of the features, what should the employee do?
A
Explain that she or he is new and does not know
B
Tell the customer to contact the manufacturer
C
Try to serve the customer as best she can
D
Ask an available, experienced employee
8) 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 is the price?”
C
“What is the price?”
D
“What is the warranty?”
9) Determine whether this 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, this is an important step for all salespeople.
C
False, retail salespeople do not need this step.
D
True, all salespeople make every contact permanent.
10) The phase of the selling process that includes writing up the order is which action?
A
Reaching closure
B
Discovering needs
C
Prescribing solutions
D
Establishing relationships
11) Which is part of establishing relationships with customers?
A
Sizing up the customer
B
Probing
C
Reaching closure
D
Using suggestion selling
12) Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
A
Comparable features
B
Exchange policies
C
Fringe benefits
D
Buying motives
13) 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
Giving the customer a price list
C
Suggesting a specific computer to the customer
D
Trying to make the customer feel more relaxed
14) What should a salesperson remember to do during the closing phase of the selling process?
A
Ask the customer questions
B
Ask the customer to buy
C
Put the customer at ease
D
Show the customer a product
15) By what will the emphasis put on each phase of the selling process vary most significantly?
A
State and local laws
B
Geographic area
C
Economic climate
D
Product and client
*select an answer for all questions
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