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True/False
Indicate whether the sentence or statement is true or false. |
| | 1. | The close may come at any time during the sale. |
| | 2. | Customers’ needs and wants are the basis of all economic activity. |
| | 3. | 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. |
| | 4. | Personality plays a very important role in the selling process. |
| | 5. | Selling is less demanding than other jobs. |
| | 6. | You need to be an extrovert to be successful at selling. |
| | 7. | 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. |
| | 8. | 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. |
| | 9. | Which of the following would be included in the preapproach of a sales presentation? | a. | Closing the sales | | b. | Showing the product to the customer | | c. | Determining the customer’s wants and needs | | d. | Ordering the product you wish to sell | | | | |
| | 10. | What is selling? | a. | Assisting the customer | c. | Ringing up a sale on the cash register | | b. | Forcing the customer to buy | d. | The opposite of buying | | | | | | |
| | 11. | The path in marketing goes as follows: Manufacturer>Wholesaler>Retailer>Customer | a. | Between retailer and consumer | c. | Between manufacturer and wholesaler | | b. | Between wholesales and retailer | d. | Throughout the entire patch | | | | | | |
| | 12. | What is the educational requirement for most entry level sales positions? | a. | A college degree | c. | A high school diploma | | b. | A masters degree | d. | There aren’t any | | | | | | |
| | 13. | What is one method of conducting a market analysis? | a. | Surveying the people in area you wish to market the product | | b. | Ask one person his/her opinion and take that as what is normal for the community | | c. | Advertise the product in the area you wish to market the product and see if people buy it | | d. | None of these answers are correct | | | | |
| | 14. | Which of the following promotional methods would be commonly used in agribusiness | a. | Exhibits of tractor companies at the State Fair | | b. | Demonstrations in downtown Los Angeles showing how to use agricultural products | | c. | A television spot on CBS to advertise a small store in Davis | | d. | A two page lay out in the National Enquire | | | | |
| | 15. | What are the two primary ideas to remember when you are developing an advertisement? | a. | the cost of the product versus the cost of the advertisement. | | b. | what is being sold and the nature of the audience. | | c. | the cost of the product and the nature of the audience. | | d. | the advertising medium and the cost of the product. | | | | |
| | 16. | What is one frequently raised customer objection to advertising? | a. | it brings to many customers into the store. | | b. | it takes up to much room in a newspaper. | | c. | it lets customers know what is available. | | d. | it’s an unnecessary cost in the marketing of products. | | | | |
| | 17. | Newspaper ads are usually sole to the advertiser by which of the following methods? | a. | number of centimeters | d. | column inches | | b. | square inches | e. | none of these are correct | | c. | square centimeters | | | | | | | | |
| | 18. | Sometimes the ___________ method is useful in helping customers examine their own objections. | a. | Examination | b. | Qualifying | c. | Question | d. | Preference | | | | | | | | | | |
| | 19. | A buyer benefit is anything that promotes the _________ of the buyer. | a. | Well-being | b. | Self-awareness | c. | interest | d. | Physical statue | | | | | | | | | | |
| | 20. | It has been said that selling is ___ percent preparation and ____ percent presentation. | a. | 50, 50 | b. | 75, 25 | c. | 95, 05 | d. | 90, 10 | | | | | | | | | | |
| | 21. | Sales people should know the appearance, composition, manufacturing process, uses, performance, service, care, brand, price, and competition about the products they sell. | a. | All | c. | All, but price | | b. | All, but manufacturing process | d. | All, but composition | | | | | | |
| | 22. | Customers who prefer to buy from one business or store rather than from another do so because of ___________. | a. | Patronage buying motives | c. | Rational customer expectations | | b. | The location of the store | d. | Multi-cultural motives | | | | | | |
| | 23. | Which of the following is NOT a customer mood? | a. | Talkative | b. | Friendly | c. | Surprised | d. | Timid | | | | | | | | | | |
| | 24. | You purchased 12 pairs of garden gloves for $1.99 each, with 6% tax. How much was the total on your check you wrote? | a. | $25.31 | b. | $20.42 | c. | $23.88 | d. | $35.88 | | | | | | | | | | |
| | 25. | You need 30 cubic ft. of mulch, each bag is 3 cubic feet. It sells for $2.99 each plus 6% tax. What is your total for the mulch? | a. | $29.99 | b. | $39.99 | c. | $31.69 | d. | $41.69 | | | | | | | | | | |
| | 26. | 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 | | | | | | |
| | 27. | 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 | | | | |
| | 28. | 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. | | | | |
| | 29. | 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 | | | | | | | | | | |
| | 30. | 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 | | | | |
| | 31. | 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 | | | | |
| | 32. | 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 | | | | | | |
| | 33. | 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 | | | | | | |
| | 34. | 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. | | | | |
| | 35. | 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. | | | | | | |
| | 36. | Customers buy a product because they like its... | a. | features | b. | price | c. | benefits | d. | salesperson | | | | | | | | | | |
| | 37. | 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 | | | | | | |
| | 38. | 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 | | | | | | | | |
| | 39. | 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 | | | | | | | | |
| | 40. | 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. | | | | | | |
| | 41. | There are _________ basic steps in the sales presentation. |
| | 42. | 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 | | | | | | |
| | 43. | 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 | | | | | | |
| | 44. | 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 | | | | |
| | 45. | 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 | | | | | | |
| | 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. | 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 | | | | | | |
| | 48. | A store may sell a product or service. Which of the following would be considered a service? | a. | Lawn treatments | c. | Record-keeping | | b. | Artificial insemination | d. | All of these answers are correct | | | | | | |
| | 49. | Tangible products are physical items. Intangible products are: | a. | Hard to define | b. | Needs or wants | c. | Goods | d. | Services | | | | | | | | | | |
| | 50. | Selling can be defined as: | a. | Assisting the customer | | b. | Helping the customer make a wise buying decision | | c. | Giving away free samples | | d. | Both assisting the customer and helping the customer make a wise buying decision | | | | |