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Ch. 13.1 - Vocabulary
Test Description: Selling
Instructions: Answer all questions to get your test result.
1) Direct contact with a prospective customer with the objective of selling a product.
A
personal selling
B
cold calling
C
close
D
substitute selling
2) Personal selling done over the telephone.
A
overselling
B
telemarketing
C
cold calling
D
call center
3) Office that is set up for the purpose of receiving and making customer calls for an organziation.
A
personal selling
B
telemarketing
C
call center
D
sales approach
4) Tasks that are performed before contact is made with a customer.
A
service approach
B
lead
C
preapproach
D
approach
5) Sales method of showing the major selling features of a product and how it benefits the customer.
A
feature-benefit selling
B
personal selling
C
suggestion selling
D
substitute selling
6) Potential customer. Also called a prospect
A
close
B
cold calling
C
lead
D
preapproach
7) Process of making contact with people who are not expecting a sales contact.
A
service approach
B
combination approach
C
personal selling
D
cold calling
8) Series of steps that a salesperson goes through to help the customer make a satisfying buying decision.
A
close
B
approach
C
lead
D
sales process
9) Step in the sales process in which the salesperson makes the first in-person contact with a potential customer.
A
service approach
B
merchandise approach
C
approach
D
greeting approach
10) B2C approach that starts with the phrase - May I help you?.
A
service approach
B
greeting approach
C
combination approach
D
pre-approach
11) B2C approach that consists of a friendly welcome to the store or department.
A
greeting approach
B
personal selling
C
service approach
D
approach
12) B2C approach in which the conversation starts with a comment about the product.
A
merchandise approach
B
service approach
C
approach
D
preapproach
13) B2C approach that combines the greeting and merchandise approaches.
A
combination approach
B
greeting approach
C
merchandise approach
D
service approach
14) Sales technique of showing products that are different from the originally requested product.
A
substitute selling
B
overselling
C
suggestion selling
D
feature-benefit selling
15) Concerns or other reasons a customer has for not making a purchase.
A
close
B
buying signals
C
objections
D
excuses
16) Personal reasons not to buy.
A
close
B
lead
C
excuses
D
objections
17) Moment when a customer agrees to buy a product.
A
overselling
B
lead
C
approach
D
close
18) Verbal and nonverbal signs that a customer is ready to purchase.
A
excuses
B
approach
C
objections
D
buying signals
19) Promising more than the product or the business can deliver.
A
close
B
substitute selling
C
overselling
D
suggestion selling
20) Sales technique of suggesting additional items to go with merchandise requested by a customer.
A
substitute selling
B
feature-benefit selling
C
overselling
D
suggestion selling
*select an answer for all questions
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