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4.02 SEM I
Test Description: 4.02 SEM I Steps of the Sales Process
Instructions: Answer all questions to get your test result.
1) A customer stating a reason, concern, or hesitation for not making a purchase is a(n):
A
doubt
B
objection
C
close
D
disagreement
2) Which of the following would be the most effective way to involve customers in a product demonstration of a golf putter?
A
Show the customer testimonials in Golf Digest
B
Point out the features and benefits of the putter
C
Allow the customer to test the grip of the putter
D
Photocopy information about the putter for the customer to take home
3) Suggestion selling
A
Takes place after the customer commits to original purchase.
B
Takes place after the original sales transaction has been completed.
C
Helps the area supervisor
D
Allows the salesperson to suggest unwanted items to a customer
4) The first encounter with the customer is called the:
A
approach
B
presentation
C
opener
D
preapproach
5) Why is it important to show medium-priced merchandise first?
A
To close the sale
B
The salesperson doesn’t want to embarrass the customer
C
To overcome objections
D
The salesperson can go up or down based on customer’s reaction
6) One rule for closing the sale is when a customer is ready to buy, the sales person should
A
Encourage the customer to be impulsive
B
Explain the characteristics of each product being considered.
C
Show additional merchandise
D
Stop talking about the product and ask for the sale
7) Vivian is looking at a Faith Hill CD. The salesperson should use which approach when addressing Vivian?
A
merchandise
B
service
C
welcome
D
greeting
8) Showing a potential season ticket holder where his seats will be is which step of the selling process?
A
Overcoming objections
B
Approaching the customer
C
Product demonstration
D
Closing the sale
9) When there is a wide variety of products available, a salesperson should first show the customer:
A
Medium priced items
B
Higher priced items
C
The most expensive item
D
Lower priced items
10) “Of the two treadmills you just tried, on which one did you feel more confident running?” is an example of which closing technique?
A
which
B
service
C
Standing-room only
D
direct
*select an answer for all questions
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