Ch. 13.1 - Vocabulary Question Preview (ID: 46404)


Selling. TEACHERS: click here for quick copy question ID numbers.

Office that is set up for the purpose of receiving and making customer calls for an organziation.
a) call center
b) telemarketing
c) sales approach
d) personal selling

Personal selling done over the telephone.
a) telemarketing
b) call center
c) cold calling
d) overselling

Direct contact with a prospective customer with the objective of selling a product.
a) personal selling
b) substitute selling
c) cold calling
d) close

Tasks that are performed before contact is made with a customer.
a) preapproach
b) approach
c) service approach
d) lead

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

Potential customer. Also called a prospect
a) lead
b) close
c) cold calling
d) preapproach

Process of making contact with people who are not expecting a sales contact.
a) cold calling
b) service approach
c) combination approach
d) personal selling

Series of steps that a salesperson goes through to help the customer make a satisfying buying decision.
a) sales process
b) approach
c) lead
d) close

Step in the sales process in which the salesperson makes the first in-person contact with a potential customer.
a) approach
b) greeting approach
c) merchandise approach
d) service approach

B2C approach that starts with the phrase - May I help you?.
a) service approach
b) greeting approach
c) pre-approach
d) combination approach

B2C approach that consists of a friendly welcome to the store or department.
a) greeting approach
b) service approach
c) personal selling
d) approach

B2C approach in which the conversation starts with a comment about the product.
a) merchandise approach
b) service approach
c) preapproach
d) approach

B2C approach that combines the greeting and merchandise approaches.
a) combination approach
b) service approach
c) greeting approach
d) merchandise approach

Sales technique of showing products that are different from the originally requested product.
a) substitute selling
b) feature-benefit selling
c) overselling
d) suggestion selling

Concerns or other reasons a customer has for not making a purchase.
a) objections
b) excuses
c) buying signals
d) close

Personal reasons not to buy.
a) excuses
b) objections
c) lead
d) close

Moment when a customer agrees to buy a product.
a) close
b) approach
c) lead
d) overselling

Verbal and nonverbal signs that a customer is ready to purchase.
a) buying signals
b) objections
c) excuses
d) approach

Promising more than the product or the business can deliver.
a) overselling
b) suggestion selling
c) substitute selling
d) close

Sales technique of suggesting additional items to go with merchandise requested by a customer.
a) suggestion selling
b) overselling
c) substitute selling
d) feature-benefit selling

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