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True/False
Indicate whether the sentence or statement is true or false. |
| | 1. | According to Barabar Polland, in the College Board News, “Half of the employees who quit, do so within the first 30 days.” |
| | 2. | The close may come at any time during the sale. |
| | 3. | Customers’ needs and wants are the basis of all economic activity. |
| | 4. | When you are on the phone with a customer you should always smile, the caller will be able to tell and you will sound friendlier. |
| | 5. | Personality plays a very important role in the selling process. |
| | 6. | Selling is less demanding than other jobs. |
| | 7. | You need to be an extrovert to be successful at selling. |
| | 8. | A prospect is someone who may not have a need for what you sell, but defiantly has the authority to buy it and the money to pay for it. |
| | 9. | When you are selling to customers, your grooming plays a minor role in communicating a good image. |
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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 10. | The process of selling customers an item to go along with what they have already purchased is... | a. | suggestion selling | c. | step-up selling | | b. | closing the sale | d. | complimentary selling | | | | | | |
| | 11. | The reasons customers are influenced to purchase a product or service are known as... | a. | drives | b. | buying motives | c. | wants | d. | wishes | | | | | | | | | | |
| | 12. | Which of the following would be included in the pre-approach of a sales presentation? | a. | closing the sale | | b. | ordering the product so it is available for sale | | c. | showing the product | | d. | learning all there is to know about the products you sell | | | | |
| | 13. | Personality is... | a. | the total of all your attitudes, habits and feelings. | | b. | what people see when they look at you, what they hear when you speak and what they feel in your presence. | | c. | the total of all of your traits, and it sets you apart from others. | | d. | all of these answers are correct. | | | | |
| | 14. | When a person comes to you with the following request: “I will take this please,” you are performing the duty of .... | a. | a price maker | b. | an order taker | c. | a salesperson | d. | a sales taker | | | | | | | | | | |
| | 15. | Selling based on satisfying the needs and wants of the customer, is also known as... | a. | personal selling | | b. | customer-oriented selling | | c. | both personal selling and customer-oriented selling | | d. | none of these answers are correct | | | | |
| | 16. | In selling, the acronym AIDCA stands for... | a. | Attention, Interest, Desire, Conviction and Action | | b. | Attributes, Inputs, Design, Components, and Advantages | | c. | Action, Interest, Desire, Conviction, and Additional | | d. | Attributes, Incentives, Design, Components, and Additional | | | | |
| | 17. | Customer objections.... | a. | may come at any time during the sale | | b. | are reasons customers hesitate in purchasing a product or service | | c. | may be irratational | | d. | all of these answers are correct | | | | |
| | 18. | This closing technique is based on the idea that customer demand for the product is high and the supply of the item is limited. | a. | trial close | c. | last chance close | | b. | standing-room-only close | d. | assume-they-are-buying close | | | | | | |
| | 19. | Questions in the sales process that are asked to determine customers needs and wants are what type of questions? | a. | simple questions | c. | complex questions | | b. | qualifying questions | d. | third party questions | | | | | | |
| | 20. | Which of the following are techniques for answering objections? | a. | “Yes, but” method | c. | Boomerang method | | b. | Direct-denial method | d. | all of these are correct | | | | | | |
| | 21. | The proper term for the activities which need to be done in order to sell a product or idea for profit is... | a. | promotionj | c. | media | | b. | resume | d. | none of these are correct | | | | | | |
| | 22. | Why should other employee’s opinions be sought when a manager is making a decision involving customers? | a. | Managers normally talk with only a few customers each week, while other employees talk with dozens each day. | | b. | Managers really don’t know how to make good decisions anyway. | | c. | Other employees always have more experience than the managers. | | d. | Other employees opinions should not be sought in these kinds of decisions. | | | | |
| | 23. | In handling customer objections you should.... | a. | restate the objection. | c. | pause before answering the objection. | | b. | show empathy. | d. | all of these answers are correct. | | | | | | |
| | 24. | Customers buy a product because they like its... | a. | features | b. | price | c. | benefits | d. | salesperson | | | | | | | | | | |
| | 25. | This type of customer knows what they want and like to make buying decisions. | a. | just-looking customer | c. | superior customer | | b. | undecided customer | d. | decided customer | | | | | | |
| | 26. | Rational buying motives are... | a. | based on the desire to have a specific product or service | | b. | based on the customers’ logical reasoning | | c. | based on the idea that the product itself is more important than where it is purchased | | d. | based on the idea that the location where the product is purchased is more important than the product | | | | |
| | 27. | Which of the following is not a reason people buy? | a. | their emotions | d. | from people like themselves | | b. | from trusting relationships | e. | none of these are correct | | c. | first impressions | | | | | | | | |
| | 28. | A provocative question should be asked at what stage in the selling process? | a. | during the closing questions | | b. | while demonstrating your product or service | | c. | after you’ve learned a little bit about the buyer and their background | | d. | while trying to build rapport and trust | | | | |
| | 29. | Be sure to phrase questions carefully so that you don’t... | a. | put your prospect on the defensive | c. | turn them away from your product | | b. | make them feel pressured | d. | all of these are correct | | | | | | |
| | 30. | The goal of the closing part of a sale is what? | a. | to sell a product or service | | b. | to establish some sort of commitment | | c. | get a firm handshake after the deal | | d. | develop future potential customer needs | | | | |
| | 31. | One bad thing about the use of visual aids in your sales presentation is that they cause... | a. | appeals towards people’s emotions. | | b. | can cause buyers to become distracted. | | c. | make your sales presentation easier to prepare for. | | d. | can be costly to add to your sales presentation. | | | | |
| | 32. | When answering the phone, you should include what in your introduction? | a. | Greet the caller | d. | Offer your help | | b. | Introduce yourself | e. | All of these answers are correct | | c. | State the organization or department | | | | | | | | |
| | 33. | The most common forms of customer resistance are... | a. | hidden objections and excuses. | c. | rational and nonrational. | | b. | excuses and complaints. | d. | real objectives and excuses. | | | | | | |
| | 34. | There are _________ basic steps in the sales presentation. |
| | 35. | According to a study conducted by the Technical Assistance Research Program, what percent of customers do not complain when they have a problem? | a. | 87% | b. | 34% | c. | 5% | d. | 96% | | | | | | | | | | |
| | 36. | Which of the following is not a closing technique? | a. | Standing-room-only close | c. | Choice close | | b. | Assume-they-are-buying close | d. | Immediate close | | | | | | |
| | 37. | This approach to marketing was found at the earliest stages of market development, and the idea was that consumers are content to just be able to get the product. | a. | Selling approach | c. | Product approach | | b. | Marketing approach | d. | Production approach | | | | | | |
| | 38. | An attempt to close the sale at the earliest, most convenient point by making a closing statement is what kind of a close? | a. | Trial close | c. | Choice close | | b. | Ask-your-customer-to-buy close | d. | Assume-they-are-buying close | | | | | | |
| | 39. | This type of selling is based on satisfying the needs and wants of the customer. | a. | Personal selling | | b. | Customer-oriented selling | | c. | both Personal Selling and Customer-oriented Selling | | d. | None of these answers are correct | | | | |
| | 40. | An example of a trial close is... | a. | I’ve given you all the facts about the product. Shall I go ahead and write up a sales order? | | b. | How would you like to handle the financing? | | c. | If you purchase the product today, you get a $50 in free accessories. | | d. | Better buy now before they are all gone. | | | | |
| | 41. | When designing a product display, the most effective position, in terms of display location, has been found to be... | a. | Eye level | c. | At waist level | | b. | Just slightly overhead | d. | Shoulder high | | | | | | |
| | 42. | Which one is an appropriate way to handle objections? | a. | Talk about something else to get their mind off the objection | | b. | Listen carefully | | c. | Ignore the objection | | d. | Restate the options and accessories of the product or services | | | | |
| | 43. | Nonverbal communication includes all of the following except... | a. | facial expressions | d. | all of these are correct | | b. | chewing gum | e. | none of these are correct | | c. | eye contact | | | | | | | | |
| | 44. | Following up after the sale should be done... | a. | a few days after the sale. | | b. | a couple hours of the sale | | c. | a couple of months after the sale | | d. | after the purchase agreement has been signed | | | | |
| | 45. | Which of the following is not a good technique to use to get on the right foot with a potential customer? | a. | sending friendly, non-verbal signals | | b. | keep in touch with them daily | | c. | demonstrating an immediate desire to help | | d. | discovering customer needs | | | | |
| | 46. | Managing an angry telephone customer includes all of the following except... | a. | listen to them | c. | propose a plan of action | | b. | relate to their problem | d. | not apologizing for the problem | | | | | | |
| | 47. | It is amazing how many sales people give a good sales presentation and then fail to what? | a. | smile | c. | be confident | | b. | close the sale | d. | talk about customer ownership | | | | | | |
| | 48. | Handling objections made by using the testimonial of another person is what method? | a. | third party method | c. | superior-point method | | b. | demonstration method | d. | question method | | | | | | |
| | 49. | What does FAB stand for when referring to sales presentations? | a. | Figures, Additions, Best | c. | Features, Attributes, Benefits | | b. | Features, Advantages, Benefits | d. | Figures, Advantages, Benefits | | | | | | |
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Yes/No
Indicate whether you agree with the sentence or statement. |
| | 50. | Do you want customers to complain? |