Marketing I Study Guide Review 2.08-2.11 Question Preview (ID: 45137)
Review 2.08-2.11.
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When salespeople explain the benefits of a technical product, which question are they answering for customers?
a) “What is the warranty?”
b) “What is it?”
c) “What is the price?”
d) “What is in it for me?”
How does a feature-benefit chart help a salesperson?
a) Evaluates customer reaction to the presentation
b) Explains the business's compensation rate to the salesperson
c) Determines which features and benefits appeal to each customer
d) Provides a quick reference to the salesperson about the product
Which type of product information might a salesperson be able to obtain from a manufacturer's representative?
a) How the product is made
b) What credit terms are available
c) How the product became popular
d) What inventory method to use
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) Try to serve the customer as best she or he can
d) Ask an available, experienced employee
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) Preinstalled software saves money.
c) Print capability is optional.
d) Models are available in many colors.
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) Ask a coworker for the information as soon as his or her customer leaves
b) Wait until the manager returns, and ask him or her for the information
c) Write a memo to the manager requesting the information needed
d) Interrupt a coworker to get the information before the customer returns
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) Tell the customer to contact the manufacturer
b) Explain that she or he is new and does not know
c) Try to serve the customer as best she can
d) Ask an available, experienced employee
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
a) “What is the warranty?”
b) “What is it?”
c) “What is the price?”
d) “What is the price?”
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, retail salespeople do not need this step.
b) True, all salespeople make every contact permanent.
c) False, industrial salespeople do not need this step.
d) True, this is an important step for all salespeople.
The phase of the selling process that includes writing up the order is which action?
a) Discovering needs
b) Prescribing solutions
c) Reaching closure
d) Establishing relationships
Which is part of establishing relationships with customers?
a) Using suggestion selling
b) Probing
c) Reaching closure
d) Sizing up the customer
Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
a) Buying motives
b) Exchange policies
c) Comparable features
d) Fringe benefits
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) Suggesting a specific computer to the customer
c) Trying to make the customer feel more relaxed
d) Giving the customer a price list
What should a salesperson remember to do during the closing phase of the selling process?
a) Show the customer a product
b) Put the customer at ease
c) Ask the customer questions
d) Ask the customer to buy
By what will the emphasis put on each phase of the selling process vary most significantly?
a) State and local laws
b) Economic climate
c) Product and client
d) Geographic area
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