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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 1. | Which of the following would be considered as an objection? | a. | I think your service is quite good. | | b. | Why does the bill show $107.00 | | c. | I can’t wait I need to talk with her today | | d. | When will it be in stock | | e. | All of these are correct | | | | |
| | 2. | Reaching a compromise that is acceptable to both your organization and the caller would be a(n): | a. | Action Issue | d. | Negotiation | | b. | Objection | e. | None of these are correct | | c. | Statement | | | | | | | | |
| | 3. | Which of the following is an example of an open question? | a. | Would you like RoundUp Ultradry® or RoundUp UltraMax®? | | b. | Do you grow corn and soybeans? | | c. | What are your crop rotation practices? | | d. | Will you attend our grower meeting? | | e. | None of these are correct | | | | |
| | 4. | Which of the following is a form of nonverbal communication? | a. | Eye contact | d. | Movement | | b. | Posture | e. | All of these are correct | | c. | Gestures | | | | | | | | |
| | 5. | Closing is a ___________ part of the selling process, not a stand-alone technique. | a. | Optional | c. | Fake | | b. | Necessary | d. | Hidden | | | | | | |
| | 6. | Which of the following words can start an open-ended question? | a. | Who | d. | Why | | b. | When | e. | All of these are correct | | c. | Where | | | | | | | | |
| | 7. | You get __________ chance(s) to make a great first impression. | a. | Ten | c. | One | | b. | Two | d. | Five | | | | | | |
| | 8. | In depth probing for the interview phase of the closing process will help you identify your buyers ________. | a. | Needs and Wants | | b. | Core information | | c. | Additional Needs | | d. | Concerns, Likes, and Dislikes | | e. | Both Needs and wants AND Additional Needs | | | | |
| | 9. | The following phase would be considered as a: “Which means you’ll benefit by...” | a. | Fact/Feature | d. | All of these are correct | | b. | Transition | e. | None of these are correct | | c. | Benefit | | | | | | | | |
| | 10. | When you can not close on a sale you should always close on a future appointment to ________________: | a. | Close the sale | c. | Drop off your business card | | b. | Bring a gift | d. | None of these are correct | | | | | | |
| | 11. | Which of the following is the first step of the closing process? | a. | Ask for additional orders | c. | Build rapport | | b. | Meet objections head on | d. | None of these are correct | | | | | | |
| | 12. | After you satisfy all objections during the closing process you should: | a. | Build rapport | d. | Ask for the sale | | b. | Meet objections | e. | None of these are correct | | c. | Ask open ended questions | | | | | | | | |
| | 13. | In handling customer complaints, the ‘Three F’s’ refer to: | a. | Forgot, Forgive, Forecast | c. | Feel, Felt, Found | | b. | Feel, Forgot, Forgive | d. | Forget, Forgive, Found | | | | | | |
| | 14. | Which of the following is the best way to handle a difficult customer? | a. | Show slight disgust on your face so the customer will know you consider him or her a problem. | | b. | Challenge the customer will your eyes. | | c. | Become distant and less communicative. | | d. | None of these are correct. | | | | |
| | 15. | Endorsement letters and intellectual proofs can consist of: | a. | Charts and graphs | d. | Consumer ratings and reports | | b. | Statistical summaries | e. | All of these are correct | | c. | Vendor Endorsement | | | | | | | | |
| | 16. | What is a product feature? | a. | Answers the question, “What is it?” | | b. | A specific quality or characteristic of a product or service | | c. | Something you can see, feel, hear, smell, or taste. | | d. | All of these are correct. | | | | |
| | 17. | Suggested Selling should not be done to | a. | Merchandise special | | b. | Larger quantities of the same item | | c. | Related Merchandise | | d. | Push something on your customers that they do not want or need | | | | |
| | 18. | When preparing to meet your customer, which of the following are important: | a. | Wear appropriate clothing | | b. | Know the prices of products | | c. | Show a positive caring respectful attitude | | d. | Be prepared | | e. | All of these are correct | | | | |
| | 19. | Which of the following is true? | a. | Salespeople should discourage objections. | | b. | Few sales happen without customer objection. | | c. | An objection is a barrier to completing the sale. | | d. | Both Few sales happen without customer objection and an objection is a barrier to completing the sale. | | | | |
| | 20. | Which of the following is false? | a. | Objection show that customers are interested in buying, but that they lack certain information. | | b. | A good salesperson must be able to show that value outweighs price. | | c. | The salesperson should stress the value that exists in the mind of the customer. | | d. | All of these are true. | | | | |
| | 21. | When your customers make objections, you should | a. | Listen carefully. | c. | Respect their opinion. | | b. | Show concern | d. | All of these are correct. | | | | | | |
| | 22. | A hidden objection is defined as | a. | Details the salesperson is withholding. | | b. | A sales presentation without disclosing the price. | | c. | A customer’s reluctance to listen. | | d. | A customer’s unspoken concern. | | | | |
| | 23. | Objections are overcome by | a. | Reviewing the advantages of the product or service | | b. | Offering clarification | | c. | Both Reviewing the advantages of the product or service and offering clarification | | d. | None of these are correct | | | | |
| | 24. | Skillful salespeople are | a. | Problem solvers | | b. | Product pushers | | c. | Both problem solvers and product pushers | | d. | neither problem solvers and product pushers | | | | |
| | 25. | To make the buying decision easy for your customer, you must | a. | Use a sales presentation directed at their buying motives | | b. | Concentrate on the needs of your customer | | c. | Avoid discussing the price of the product | | d. | All of these are correct | | e. | Both use a sales presentation directed at their buying motives and concentrate on the needs of your customer. | | | | |
| | 26. | The time to close a sale is when | a. | The customer is loosing interest and the conversation is dragging. | | b. | You believe the customer’s needs have been determined and you have selected the right item to meet those needs. | | c. | You have discussed all the features and benefits of the product you sold to the neighbors. | | d. | All of these are correct | | | | |
| | 27. | Which of these is a quality of good advertising? | a. | It must grab people’s attention. | | b. | It should be easy to read and visually pleasing. | | c. | It should create a desire to buy. | | d. | All of these are correct | | | | |
| | 28. | You capture the reader’s attention in an advertisement in which portion of the ad? | a. | Body | c. | Subhead | | b. | Headline | d. | Border | | | | | | |
| | 29. | Which of the following criteria is NOT part of qualifying a prospect? | a. | Do they have a need for your product or service | | b. | Do they have the authority to make buying decisions for the business | | c. | Do they have a college degree | | d. | Do they have the ability to pay for your product or service | | | | |
| | 30. | A buyer benefit is: | a. | Anything that promotes the well-being of the buyer | | b. | Anything the buyer can see | | c. | Anything the buyer can feel | | d. | Anything the buyer can smell | | | | |
| | 31. | A point of purchase ad might be found | a. | On a billboard | c. | In the newspaper | | b. | In a magazine | d. | In the supermarket | | | | | | |
| | 32. | A name, symbol, or trademark designed for easy and definite recognition is called | a. | A logo | c. | A headline | | b. | An introduction | d. | A corporate signature | | | | | | |
| | 33. | The area of an ad receiving a high degree of attention if found slightly above and to the left of center. It is called | a. | The “Sweet Spot” | c. | The body | | b. | The “Focal Point” | d. | The subheading | | | | | | |
| | 34. | In which order should a sales presentation progress? | a. | Introduction, ask questions, offer features and benefits, ask for the order | | b. | Introduction, offer features and benefits, ask for the order | | c. | Introduction offer features and benefits, ask questions, ask for the order | | d. | Introduction, ask for the order, handle objections | | | | |
| | 35. | The difference between an open ended and closed ended question is | a. | Open ended questions are only used at the beginning of the presentation | | b. | Closed ended questions are only used at the end of the presentation | | c. | Open ended questions encourage the customer to talk more | | d. | All of these are correct | | | | |
| | 36. | Closed ended questions are useful when | a. | The customer does not like to talk | | b. | You seek general information | | c. | Both The customer does not like to talk and You seek general information | | d. | None of these are correct | | | | |
| | 37. | Stating a product’s feature should always be followed by | a. | Asking for an order | | b. | Asking the customer’s opinion | | c. | Offering a benefit for the customer that applies to the feature | | d. | All of these are correct | | | | |
| | 38. | A good time to offer a closing question is | a. | When a customer asks about delivery | | b. | When a customer asks about payment terms | | c. | All of these are correct | | d. | None of these are correct | | | | |
| | 39. | The characteristics of a successful salesperson are | a. | Individuals who are more concerned about commissions than their prospects | | b. | Those who learn and then practice accepted sales techniques | | c. | Those who maintain a positive attitude. | | d. | both Those who learn and then practice accepted sales techniques and Those who maintain a positive attitude. | | e. | All of these are correct | | | | |
| | 40. | Some of the common personality characteristics found in successful salespeople are | a. | Ambitious | d. | Domineering | | b. | Strong and forceful | e. | None of these are correct | | c. | Easily frustrated | | | | | | | | |
| | 41. | Most customers decide to buy by asking questions. How should questions be handled? | a. | By giving answers that emphasize only the positive aspects of the product. | | b. | Always emphasize that product being asked about is the best product for their needs but don’t question their needs. | | c. | Discourage questions that you do not know the answer to. | | d. | all of these are correct | | e. | None of these are correct | | | | |
| | 42. | An example of related selling is: | a. | selling a printer along with a personal computer | | b. | selling ground meat along with a sweater | | c. | offering a free car wash with a purchase of new tires | | d. | offering free paper with a printer | | e. | none of these are correct | | | | |
| | 43. | Name several sources o referrals: | a. | cold calls | d. | none of these are correct | | b. | Direct mail | e. | All of these are correct | | c. | Referrals from prospects that said no | | | | | | | | |
| | 44. | Nonverbal communication is defined as: | a. | loud talking | | b. | telephone conversations | | c. | Any direct communication we have other than words | | d. | none of these are correct | | e. | All of these are correct | | | | |
| | 45. | Prospects should be prioritized. How should they be prioritized? | a. | By amount of potential business they represent | | b. | In order the calls were received | | c. | In order of e-mail responses received | | d. | Both In order the calls were received and In order of e-mail responses received | | e. | None of these are correct | | | | |
| | 46. | What would could cause a customer to become upset? | a. | Achieving maximum customer satisfaction | | b. | They have expectations that have not been met. | | c. | Functioning in a abstract environment | | d. | viewing related projects | | e. | Processing integral information | | | | |
| | 47. | When calming upset customer’s phrases, what phrases should be avoided? | a. | I can’t. | d. | None of these are correct. | | b. | What’s your problem? | e. | All of these are correct. | | c. | It’s not my job. | | | | | | | | |
| | 48. | Customers want to be: | a. | disrespected | b. | put off | c. | taken seriously | d. | ignored | | | | | | | | | | |
| | 49. | After an upset customer has left, what should you do? | a. | Forget the incident and return to work | | b. | Review the incident | | c. | Punish the employee who created the problem | | d. | Notify the sheriff’s department | | e. | None of these are correct | | | | |
| | 50. | When a customer makes an excuse during a buying decision, they: | a. | stalling the decision | | b. | do not want to buy the product | | c. | want to buy the product but make you lower the price | | d. | are going to buy the product | | | | |