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True/False
Indicate whether the sentence or statement is true or false. |
| | 1. | Prices should always be included in an advertisement. |
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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 2. | Cold calling is: | a. | calling on prospects with an appointment | | b. | when a salesperson stops by to visit with a prospective customer without an appointment | | c. | calling a prospective customer who has asked to be contacted | | d. | all of these are correct | | | | |
| | 3. | When taking telephone messages, your message should include: | a. | name of person who is being called | | b. | date, time of call and your name or initials | | c. | action to be taken, such as call back | | d. | all of these are correct | | | | |
| | 4. | When taking an angry caller, you should: | a. | tell them nicely to call back when they are not angry | | b. | find out what the problem is | | c. | refer them to your manager who has all the answers | | d. | hang up on them | | | | |
| | 5. | Defining the “target market” means: | a. | stated goals in the business proposition | | b. | plans for achieving marketing objectives | | c. | identifying and selecting customers whom are most likely to buy what is produced | | d. | identifying and selecting customers who have the most money | | | | |
| | 6. | Which of the following would not be considered one of the buying questions a display should answer? | a. | what is the product? | c. | where can I buy it? | | b. | how much does it cost? | d. | is it worth it? | | | | | | |
| | 7. | Enthusiasm’s role in the sales process: | a. | should be reserved for the close | | b. | is essential for the entire sales process | | c. | should peak after the sale is made | | d. | should be shown primarily by the customer | | | | |
| | 8. | Arguing with a customer: | a. | is appropriate when trying to change his mind | | b. | helps keep the customer’s attention and appeals to their senses | | c. | normally indicates a lack of sales ability | | d. | should be avoided | | | | |
| | 9. | Involving the customer in demonstrations: | a. | disrupts the customer’s concentration and should be avoided | | b. | helps keep the customer’s attention and appeals to their senses | | c. | normally indicates a lack of sales ability | | d. | is used when the close does not work | | | | |
| | 10. | The “close:” | a. | may occur at anytime | | b. | should be avoided on the first call | | c. | must happen after handling customer objections | | d. | ideally takes 15% of the total sales call time | | | | |
| | 11. | Which of the following is the first thing an advertisement should accomplish? | a. | get the customer’s attention | c. | create a desire to buy | | b. | show product benefits to the customer | d. | supply the product information | | | | | | |
| | 12. | Using one main item in an advertisement to grab the reader’s attention is called: | a. | headline | c. | dominant element | | b. | design flow | d. | subhead | | | | | | |
| | 13. | A P.O.P. sign is also known as a: | a. | place of purchase sign | c. | price of product sign | | b. | point of purchase sign | d. | point of product sign | | | | | | |
| | 14. | A logo is a name, symbol or trademark designed to: | a. | indicate product price | | b. | inform a customer about product features | | c. | provide easy recognition of a product | | d. | all of these are correct | | | | |
| | 15. | A disadvantage of direct mailing may be that: | a. | mailing lists can become outdated | | b. | intended customers may not receive the advertising | | c. | advertising may be wasted because many people think of them as junk mail and discard them | | d. | all of these are correct | | | | |
| | 16. | Placing a customer on hold should: | a. | be preceded by asking the customer, “May I place you on hold?” | | b. | be preceded by telling the customer, “Please hold” | | c. | not happen | | d. | include asking several times, “For whom are you holding?” | | | | |
| | 17. | Which of the following best describes the five mental stages of the buying process? | a. | attention, interest, desire, conviction, action | | b. | product, place, promotion, price, income | | c. | cost, promotion, attention, desire, action | | d. | attention, price, income, promotion, interest | | | | |
| | 18. | Promotion is best described as: | a. | determining the price to sell the product | | b. | trying to influence people to buy a product | | c. | assessing the market situation | | d. | studying the performance of similar product | | | | |
| | 19. | The characteristic that most distinguishes professional sellers from non-professional ones is: | a. | commitment | c. | light-hearted enthusiasm | | b. | a healthy ego | d. | the skill of listening | | | | | | |
| | 20. | The first stage of the buying process is: | a. | commitment | b. | attention | c. | interest | d. | action | | | | | | | | | | |
| | 21. | A product feature is something you can: | a. | see and feel | c. | smell and/or taste | | b. | hear | d. | all of these are correct | | | | | | |
| | 22. | Which of the following is not a characteristic of effective advertising copy: | a. | it reaches the right prospect at the right time | | b. | it clearly shows product benefits to the customer | | c. | the ad content is believable and consistent with company image | | d. | it reaches every man, woman, and child in the advertising area | | | | |
| | 23. | Getting immediate and favorable attention should be attained in what part of the sales process? | a. | approach | c. | closure | | b. | demonstration | d. | none of these are correct | | | | | | |
| | 24. | The process of finding new customers is called: | a. | recruiting | c. | telephone contacts | | b. | prospective | d. | aggressive selling | | | | | | |
| | 25. | A potential customer profile is best described as: | a. | knowing the strengths and weaknesses of your competition | | b. | knowing the strengths and weaknesses of your product or service | | c. | knowing the characteristics of potential buyers | | d. | all of these are correct | | | | |