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| Jesse works in the men's clothing department of a large department store. Yesterday, he noticed a customer inspecting an elegant suit. Approaching the customer, Jesse said, "Good morning, Mr. Phelps. How are you today?" Which type of approach is Jesse using? | Greeting |
| Lenoard's customer said he needed a book bag so he wouldn't have to go to his locker so many times during the school day. Which of the following statements BEST addresses this customer's need? | "This bag has a reinforced bottom and can hold up to four textbooks. |
| A customer in a computer store tells the salesperson, "I can't buy this software program. I don't understand the directions for implementing it." The salesperson's reply is, "Let's read over the directions, which ones do you find confusing?" Which method of handling objections is the salesperson using? | Question |
| Carrie is employeed as a sales associate in the computer department at Best Buy. With regard to selling a computer, which of the following questions would be MOST effective in determining a customer's needs? | "Do you need a computer for home or work?" |
| To overcome a customer's objections, a salesperson needs to obtain adequate: | Merchandise information |
| "My spouse and I would love to take this trip to hawaii that you've described, but we have to repaint our house this year, and we really should replace our "refrigerator." The preceding is an objection based on: | Need |
| Molly refuses to shop at a particular department store. She acknowledges the excellent quality of the store's merchandise, but she feels the employees are discourteous. Molly's objection to purchasing items sold at the store is based on: | Source |
| A salesperson says to a customer, "I've had many customers express the same concern you've just related." What step of the basic strategy for handling objections does the salesperson's comment exemplify? | Acknowledging the objection |
| Using the latest jargon is acceptable when one is selling: | "Beds and dressers to hotel managers. |
| "Due to high demand for this particular model of Trek mountain bikes, we were only able to get five from the manufacturer. I can't guarantee that this bike will be available if you wait until next week to make a decision." This is an example of which closing technique? | Standing room only close |
| During a presentation, the maxium number of items a salesperson should show a customer at one time is: | Three |
| The sales close that should be used infrequently because it can be viewed by the customer as a pressure tactic is the: | Standing room only close. |
| The easiest and most effective method of suggestion selling is: | Offering related merchandise. |
| One rule for closing a sale is that when a customer is having difficulty making a buying decision, the salesperson should: | Stop showing additional merchandise |
| Steve answered a customer's objection to price by saying, "This model is more expensive than others because it lasts 30-50% longer." Which method did Steve use to handle the customer's objection? | Superior point |
| If the item requested by the customer is not available, a good sales person will clarify the customer's needs and attempt to satisfy those needs with another product. The correct term for this situation is: | Product Substitution |
| Asking a customer several questions in rapid succession eventually makes him or her feel: | Defensive |
| Which method of handling objections must be tested and verified before it can be used? | Demonstration |
| Gerald approached a customer who had stopped to look at a rack of golf shirts and said, "These are our best-selling shirts and they are available in ten different colors." This is an example of a: | Merchandise Approach |
| The salesperson can tell when it is time to close the sale by: | The customer's comments, actions and expressions. |
| In building two-way communication with customers, all of the following are actions to take EXCEPT: | Do most of the talking yourself. |
| Which of the following is an example of an open ended question? | What kind of music do you enjoy listening to? |
| Jose showed his customer several lenses and carrying cases after the customer had made the decision to purchase a Nikon camera. Jose was attempting to use: | Suggestion Selling. |
| The beginning step in the selling process, when the customer and the salesperson first communicate, is called the: | Approach |
| When a salesperson attempts to sell a substitute product of greater value than the item requested by the customer, the salesperson is: | Trading up |
| Suggestion selling should be: | A sincere effort to be of service to the customer. |
| Identify the type of approach used in the following example: "Hello, Mrs. Jones. May I help you find anything in particular today?" | Combination of greeting and service |
| Generally speaking, when there is a wide variety of products available, a salesperson should first show the customer: | Medium priced items |
| Which of the following is an incorrect action for the salesperson who is analyzing the customer? | Give the customer misleading information |
| When listening to customers, you should avoid being | Disagreeable |
| The phase of the selling process that best lends itself to customer involvement is known as the: | Sales demonstration |
| A real objection that a customer does not want to discuss openly is called a/an: | Hidden objection (excuse) |
| Which approach is usually the most effective in retail sales? | Merchandise |
| "Do you prefer the silver or the gold necklace?" is an example of which closing technique? | "Which" close |
| Courtney works for a pharmaceutical company. She travels to medical offices in five Eastern states, explaning her company's latest product advances and selling pharmaceutical products to doctors and other medical practitioners. | Sales representative |
| The Laubachers take a vacation every spring. Working with a travel agent to gather information about possible destination, they have planned and taken trips to resort locations throughout the U.S. They spend a moderate amount (about $3,000 including airfare) on each trip. Selecting next year's trip will require what type of decision making by the Laubachers? | Limited |
| Many businesses offer their salespeople discounts to encourage them to purchase and use this company's products. How does this improve customer service? | Gives salespeople direct experience with the company's products. |
| As the manager of the men's wear department, you want to include information about a new line of men' suits in a departmental meeting. Which of the persons employed by the business should be asked to make an informative presentation to your salespeople about the new line of merchandise? | Store buyer |
| Producers of women's perfume often portray their products as sensuous, fun, sophisticated, or sporty in order to attract cutomers who see themselves in the same way. The perfume producters therefore try to appeal to the customer's: | Emotional buying motives |
| An ad for a sales position listed the following duties: call on retailers within the stated territory, assist retailers with setting up displays, and follow up on existing accounts. This sales position would be categorized as: | Outside sales |
| Ellis is employed by Neuschaefer's Department store. His job is to assist customers in determining which products will best satisfy their needs. Ellis is engaged in: | Retail sales |
| How does selling affect utility? | Creates desire for products. |
| Maurice always takes his dry cleaning to Martin Cleaners, even if it is out of his way, simply because his friend owns it. Maurice is an example of a customer with a(n): | Patronage buying motive |
| In preparing for a sales presentation, you discover that you don't have the necessary product information. An internal source of such information would be: | Another salesperson |
| Which of the following could discourage customers for making a buying decision? | Questions left unanswered by the salesperson |
| Maurice always takes his dry cleaning to Martin Cleaners, even if it is out of his way, simply because his friend owns it. Maurice is an example of a customer with a/an: | Patronage buying motive |
| As the owner of a flower and gift shop, you give a complimentary flower to everyone who comes into your business on the first day of spring. What do you hope to achieve? | Encourage repeat business |
| Salespeople with the ability to remember customers' names, occupations, and other personal facts will generate: | Repeat sales |
| Recognizing that first impressions are important to the business, select the item that contributes to a favorable impression of a salesperson. | Enthusiastic approach |
| Typical customers expect salespeople to: | Have a positive attitude, know the merchandise, and have selling skills. |
| Treating customers fairly and respectfully in all business situations, especially during the selling process, is an example of: | Ethics |
| After determining the customer's buying motives, the salesperson should always emphasize which buying motive? | Most dominant |
| Which buying motive causes people to buy based upon advantages or benefits of the item, appealing to their sense of reason or judgement? | Rational decision making |
| Selling is important to the American economy because it helps to: | Satisfy the demand for goods and services |
| For a business to be profitable, goods and services must be: | Sold |
| Selling that involves interaction with the customer, is said to be: | Personal |
| Selling creates repeat business by ensuring customer: | Satisfaction |
| How does a business benefit when the sales force develops adequate product knowledge? | Better customer relations |
| People who like to justify their spending prefer to have what type of buying motives? | Rational |
| Ray makes an appointment with the purchasing agent for Wexler Enterprises so that he can discuss his company's products and attempt to gain their business. In most industrial selling situations, this is the last part in what step of the sale? | Preapproach |
| Rhonda has recently started selling computers. She spends a great deal of her time familarizing herself with the products she is selling and learning about the customers with whom her company does business. This is known as: | Preapproach |
| Alyssa is a financial investment counselor. Each time she creates a financial plan for a client, she asks the client to recommend her services to others. What prospecting method is Alyssa using? | Endless chain |
| Maggie is a real estate agent who goes door-to-door in a neighborhood asking people if they would like to sell their homes. This practice is known as: | Cold canvassing |
| The key factor that creates the difference in preapproach activities in industrial selling situations is the: | Salesperson's prior relationship with the customer. |
| Educating the customer about the product's features and benefits occurs during which step of the sale? | Presenting the product |
| Mrs. Lang is concerned that the new lawn mower she is considering will be difficult for her to start. Mike shows her how easy it is and has her try it. This is known as: | Handling questions and objections |
| In a retail selling situation, much of the preparation centers around the: | Merchandise and work areas |
| Customers can be a valuable source of information for a salesperson. Which of the following is not information you could get from a customer? | Manufacturing information |
| A seal, such as the Good Housekeeping Seal of Approval and the Underwriter's Laboratory Seal is an indication of: | The quality of the product |
| Which of the following would be considered a feature of Nike running shoes? | Contains air pockets in the heel and sole |
| Before placing a telephone call to make a sales presentation, the first thing to acquire is a(an): | Knowledge of the product or service |
| Jesse takes time to show Mrs. Henderson how to change the cartridge on her new printer. This after-sale activity, which provides reassurance to the customer, is known as: | Departure |
| Lee, a customer, complains that a portable radio does not have all the features desired and returns the radio to the store. Which of the following will NOT occur as a result of this customer complaint? | Markup on the returned radio |
| Deborah works quickly to finalize the paperwork for the Adams' new car. This aftersale activity is known as: | Taking payment |
| Cruise America sends its customers a survey after each cruise to determine the customers' feelings about their trip. This is known as: | Evaluation |
| The Hampton Inn provides a questionnaire in its rooms that asks guests to rate specific qualities of the facility. This activity is called: | Evaluation |
| The period in which a salesperson should try to reinforce a customer's buying decision is known as: | Departure |
| Strategies that businesses use to stay close to their customers are part of: | Customer Relationship Marketing |
| After-sale activities are important because they... | Assure that customers are happy |
| Your client has just purchased an electric range. Arranging delivery of the range and telephoning after delivery to see whether there are any problems are methods used to: | Follow up with the client |
