Multiple Choice
Identify the choice that
best completes the statement or answers the question.
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1.
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When handling an angry
customer, you should
a. | Keep you voice calm and
matter-of-fact | b. | Let your words show that you want to be attentive and
helpful | c. | Listen carefully to the customer and don’t
interrupt | d. | All of these are correct |
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2.
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Side conversations while
talking on the telephone
a. | Allows you to do two things at
once | b. | Keeps the customer on their toes | c. | Should be avoided so you can give the caller you full
attention | d. | Only happen when you are really
busy |
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3.
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To demonstrate on angry
customer that you are listening, you should
a. | Listen for both facts and
feelings | b. | Be attentive | c. | Paraphrase what they are saying | d. | All of these are
correct |
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4.
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The customer
is:
a. | The most important person in you
business | b. | Someone who has biases and prejudices | c. | Someone who should not be
offended | d. | All of these are correct |
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5.
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Upsets that you can avoid
include
a. | Promising something and not
delivering | b. | Giving smart or flip reply | c. | Questioning the customer’s
honesty | d. | All of these are correct |
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6.
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A good
display
a. | always uses color to attract
attention | b. | is used only solely to show large quantities of
merchandise | c. | uses incorrect grammar and spelling to attract
attention | d. | none of these are correct |
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7.
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Which of the following contains
all five W’s of advertising?
a. | who, where, when, why,
which | b. | when, way, where, which, who | c. | who, what, where, which,
why | d. | way, who, where, which, why |
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8.
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A display is intended to get
the attention of____________.
a. | the
manager | c. | the
janitor | b. | customers | d. | none of these are correct |
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9.
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Customer service is the
responsibility of the
a. | President | c. | Sales Clerk | b. | Sales Representative | d. | All of these are correct |
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10.
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A measure used when selling
advertising space in a printed media is known as a:
a. | square
inch | b. | fraction of
page | c. | column
inch | d. | line of
type |
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11.
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An attempt to close the sale at
the earliest, most convenient point by making a closing statement is:
a. | A trial
close | c. | A feature/benefit
statement | b. | A testimonial | d. | An objection |
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12.
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Which of the following is not a
function of salespeople in agriculture?
a. | sell farmer’s products to
consumers | b. | to convince farmers to back political
policies | c. | provide services and information to farmers | d. | sell supplies and services to
farmers |
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13.
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When answering a telephone
call, you should first
a. | Identify
yourself | c. | Place the caller
on hold | b. | Transfer the call | d. | Ask them why they are calling |
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14.
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__________ is one of the key
factors in capturing the share of the market that is available for new business.
a. | competitions debt
structure | c. | location | b. | competitors management ability | d. | all of these are correct |
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15.
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Company contact with customers
is more often:
a. | Face to
face | d. | At an open
house | b. | By telephone | e. | None of these are correct | c. | By fax
machine |
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16.
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Cold calling
is:
a. | Calling on prospects with an
appointment that fit a certain criteria of type and size | b. | When a salesperson stops by to visit with a prospect
without an appointment of any prior knowledge of the prospect | c. | Calling a prospective customer who has asked to be
contacted | d. | All of these are correct | e. | None of these are
correct |
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17.
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Research in developing market
plans is:
a. | Preparing the business
proposition | b. | Planning assumptions | c. | Preparing marketing
strategies | d. | Careful and diligent study to gain knowledge about a
market | e. | None of these are correct |
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18.
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What factors must be considered
when allowing a refund?
a. | Cost of the
refund | b. | Customer history | c. | Company management policy | d. | Type of product | e. | None of these are
correct |
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19.
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A potential customer profile is
best described as:
a. | Knowing the strengths and weaknesses
of your competition | b. | Strengths and weaknesses of your product or
service | c. | Characteristics of potential buyers | d. | All of these are correct | e. | None of these are
correct |
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20.
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When you first meet a
disgruntled customer you should:
a. | Refer them to you
supervisor | b. | Establish eye contact and smile | c. | Send them to the customer service
desk | d. | All of these are correct | e. | None of these are
correct |
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21.
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Asking questions is
important:
a. | To figure out the customers needs
and wants | b. | If the customer is a first time buyer | c. | Only if not perceived by the customer as being too
nosey | d. | Not necessary unless you already know the customers
situation | e. | None of these are correct |
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22.
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Involving the customer in
demonstrations...
a. | Disrupts the customers concentration
and should be avoided | b. | helps keep the customers attention and appeals to their
senses | c. | Normally indicates lack of sales ability | d. | Is used when the close does not
work | e. | None of these are correct |
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23.
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Colors are important part of a
display for advertising. Select the color that best represents the effect it provides.
A
vigorous color
a. | Blue | b. | Green | c. | Red | d. | Orange | e. | Black |
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24.
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A background
color
a. | Blue | b. | Green | c. | Red | d. | Orange | e. | Black |
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25.
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There are five stages in making
a sale. From the list below, which is not one of the five?
a. | Preparation | c. | Demonstration | e. | Service after the sale | b. | Approach | d. | Overcome resistance |
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26.
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What is one of the fist steps
in preparing to advertise on radio?
a. | Prepare a radio
advertisement | b. | Select a radio station | c. | Work with the station you have
selected | d. | Decide on an attention getter for the
advertisement |
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27.
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If you want to publicize the
FFA in you local community, which is advertising media would be the best?
a. | Local
paper | c. | Trade
journal | b. | Agriculture magazine | d. | National FFA magazine |
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28.
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A good advertisement that
causes the eye to move from top to the bottom of the advertisement is known as:
a. | Attention
getter | c. | A
layout | b. | Product detail | d. | Design flow |
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29.
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Find the markdown if the
original retail selling prices $10.95 and the final sales price is $6.95..
a. | $3.00 | b. | $3.95 | c. | $4.00 | d. | $4.05 |
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30.
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Figure the retail price using a
markup percentage of 15% for an item that list for $2.25 wholesale
a. | $2.65 | b. | $2.70 | c. | $2.93 | d. | $3.00 |
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31.
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Type of credit in which the
debt is paid off in a series of equal payments.
a. | Installment
plan | c. | Revolving charge
account | b. | 30-day open charge | d. | 90-day charge account |
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32.
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The check out counter
is:
a. | The most traveled area in the
store | c. | Used for fragile
items | b. | Where most impulsive buying occurs | d. | Used for large display |
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33.
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Throughout the sales
presentation, it usually best to
a. | discuss all the weakness of
competing products | b. | discuss competing products even if you are not familiar with these
items | c. | refuse to discuss competing products | d. | avoid shifting the focus of attention away from you
product to competing products |
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34.
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A study of company history
often begins with a close look at the
a. | policy | c. | founder | b. | industry | d. | corporate management |
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35.
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In terms of product knowledge,
a salesperson
a. | can know too much about the
product | b. | is often better off appearing to be “in the dark” at
times | c. | may be well informed but unable to accurately gauge the prospect’s level
of understanding | d. | should provide the prospect with as little information as
possible |
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36.
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When developing a product
strategy, the salesperson should
a. | use feature-benefit
strategy | c. | adopt marketing
strategies | b. | value personal relationships | d. | adopt double-win strategy |
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37.
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Which of the following is one
of the three most common types of customers?
a. | Want-to-buy it all
Customer | c. | Know-it-all
Customer | b. | Just looking Customer | d. | Angry Customer |
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38.
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Identifying product features
and then converting these features to buyer-benefits are an integral part of which style of
selling
a. | Product
style | c. | Consultative-style | b. | Marketing style | d. | Production-style selling |
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39.
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What is one method of
overcoming a customer’s objection?
a. | Answer objection
quickly | b. | Admit the objection is true | c. | Explain, in detail, why the customer has no basis for the
objection | d. | Tell the customer no one has previously objected to the
product |
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40.
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The decisions, activities, and
communication strategies that are directed toward trying to create and maintain a firm’s
intended product concept in the customer’s mind is known as
a. | Product
positioning | c. | Value
added | b. | Product life cycle | d. | Potential sales value |
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41.
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What is the most benefit of
newspaper advertising?
a. | Most adults read newspapers
regularly | b. | Newspapers are kept for a long period of time, which increases the chances of
the advertisements being seen | c. | higher quality and attractiveness in ads | d. | You reach a select
audience |
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42.
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There are seven steps to a
sales presentation. Put the first four in order starting with the beginning of the
presentation.
1. feature-benefit
presentation
3. determining needs and wants
2.
preapproach
4. approach
a. | 4,3,2,1 | b. | 2,3,4,1 | c. | 2,4,3,1 | d. | 2,1,4,3 |
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43.
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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 |
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44.
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A logo is a name, symbol, or
trademark designed to...
a. | Indicate product
price | b. | Provide easy to recognition of a product | c. | Inform a customer about product
features | d. | Provide advertisers with job
security |
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45.
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Which of the following would
not be considered one of
the five 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? |
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46.
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Before setting up
display:
a. | A drawing or sketch should be
made | b. | The price of the product should be reduced | c. | Customers should be trained to use
it | d. | Free product should be given to
customers |
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47.
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A display
plan:
a. | Limits creativity in
design | b. | Shows how not to put the display together | c. | Helps calculate the cost of the
display | d. | Prevents the display from being
assembled |
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48.
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The path in the market goes as
follows: Manufacturer>Wholesaler>Retailer>Customer.
Where does selling fit into
path?
a. | Between the retailer and the
customer | b. | Between wholesaler and retailer | c. | Between the manufacturer and
wholesaler | d. | Throughout the entire path |
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49.
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The most effective way to give
a potential car buyer a feeling of ownership is to
a. | show the person sales
literature | b. | show the person the actual automobile | c. | encourage the person to drive the
car | d. | tell the person how nice it will be to own the
car |
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50.
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During the sales presentation,
you determine that the customer is ready to close the sale
You should:
a. | Continue to sales
pitch | c. | Demonstrate the
product | b. | Close the sale | d. | Call in the manager |
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