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Unit 5
Test Description: Questions from chapeters 12-16
Instructions: Answer all questions to get your test result.
1) What are physical features?
A
reasons a cutomer buys a product.
B
tangible attributes that help explain how a product is constructed.
C
names of other people who might buy the product
D
intangible attributs related to the sale of a product that customer will get from a good or service.
2) How is nonverbal communication expressed?
A
Facial expressions
B
Hand motions
C
All of the above
D
Eye movement
3) Which is and open-ended question?
A
How much do you weigh?
B
Are you looking for anything special today?
C
Do you like this shirt?
D
What do you dislike about the copier you're presently using?
4) What is an objection?
A
reasons given when a customer has no intention of buying.
B
written record of a sales transaction.
C
concerns, hesitations, doubts, complaints, or other reasons a customer has for not making a purchase
D
words the average customer can understand.
5) Which is not a method to answer an objection?
A
substitution
B
question
C
boomerang
D
greeting approach
6) What is not a common objection?
A
Time
B
Distribution
C
Need
D
Price
7) which is not a tip for closing the sale?
A
Hlep customers make a decision
B
Recognize closing opportunities
C
Yell at them and tell them to leave
D
Aviod threatening words
8) Which method of closing the sale has you explain services that overcome obstacles or problems?
A
Which Close
B
Direct Close
C
Standing-Room Only Close
D
Service Close
9) Which is not included in a purchase order?
A
quantity
B
item number
C
time of purchase
D
unit
10) Which delivery arrangement is when the buyer pays the shipping cost and is responcible for losses for damages that occur in transit?
A
FOB Destination charges reversed.
B
FOB factory freight prepaid
C
FOB Destination
D
FOB Shipping Point
*select an answer for all questions
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