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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 1. | Selling is the ______ of communicating effectively with people. | a. | science | b. | art | c. | technique | d. | protocol | | | | | | | | | | |
| | 2. | _______ are the users of goods and services in our society. | a. | people | b. | consumers | c. | customers | d. | users | | | | | | | | | | |
| | 3. | In customer-oriented businesses, a simple slogan applies. It is “the Customer is_____.” | a. | king | b. | in charge | c. | to be respected | d. | right | | | | | | | | | | |
| | 4. | _______ questions help determine a customers desires. | a. | direct | b. | qualifying | c. | pertinent | d. | product specific | | | | | | | | | | |
| | 5. | Customer service is the responsibility of: | a. | The customer service department | d. | All of these are correct | | b. | The president of the organization | e. | None of these are correct | | c. | Upper level management | | | | | | | | |
| | 6. | Which of the following would be best classified as a customer objection? | a. | “I can’t pay the price.” | | b. | “What can you do about the back-order?” | | c. | “You guaranteed satisfaction, but you don’t have a feed finishing mix.” | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 7. | In the sales process approach begins when: | a. | When the advertising campaign begins | d. | When you greet the customer | | b. | When the sale is complete | e. | None of these are correct | | c. | When the customer walks in the door | | | | | | | | |
| | 8. | When building a product display you should: | a. | Use a variety of concepts | d. | Show customers what they need | | b. | Focus on price | e. | None of these are correct | | c. | Show how product should not be used | | | | | | | | |
| | 9. | You are most likely to close a sale successfully if you: | a. | Obtain feedback frequently during the interview | | b. | Seek commitment only at the end of the interview | | c. | If you know your product the rest does not matter | | d. | Be strong and enthusiastic | | e. | None of these are correct | | | | |
| | 10. | Primarily, professional sales people: | a. | Build upon the weakness of competitors | | b. | Spend most of an interview in convincing talk | | c. | Explore people’s needs | | d. | Are aggressive at tunes | | e. | None of these are correct | | | | |
| | 11. | Research in developing market plan is: | a. | Preparing the business proposition. | | b. | Planning assumptions. | | c. | Preparing marketing strategies. | | d. | Careful and diligent study to gain knowledge about market. | | e. | None of these are correct. | | | | |
| | 12. | Which of the following would NOT be considered one of the five buying questions a display should answer? | a. | What is the product? | d. | Is it worth it? | | b. | How much does it cost? | e. | None of these are correct. | | c. | Where can I buy it? | | | | | | | | |
| | 13. | Involving the customers 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 a lack of sales ability. | | d. | Is used when the sales close does not work. | | e. | None of these are correct. | | | | |
| | 14. | A logo is a name, symbol, or trademark designed to... | a. | Indicate product price. | | b. | Provide easy recognition of a product. | | c. | Inform a customer about product features. | | d. | All of these are correct. | | e. | None of these are correct. | | | | |
| | 15. | Bill buys a tool from James, a salesclerk at a local hardware store. The next day Bill brings the tool back, telling James that it did not work for the job he wanted done. James sells him another tool, but Bill brings that back too. This time, after very angry words, Bill asks James to see Adam, the manager. Adam, the manager, must: | a. | Calm Bill | | b. | Send Bill back to James | | c. | Both calm Bill and be a role model for the staff | | d. | Be a role model for the staff | | e. | None of these are correct | | | | |
| | 16. | You are a feed salesperson. Mr. Morris informs you when you visit his farm that the last delivery of feed was moldy. Mr. Smith shows you the feed and you notice that the feed sacks are wet and the roof in the storage area appears to leak.
At first, you should: | a. | point out that he should have informed you sooner | | b. | point out the leaking roof and state that it is his problem | | c. | ask Mr.Morris if the feed could have become wet since the delivery | | d. | tell Mr. Morris it is not your fault | | e. | none of these answers are correct | | | | |
| | 17. | The following closely describes “the copy” in advertising: | a. | it is the main message of the advertising | | b. | should give more information related to headline` | | c. | the copy should make contact with the audience | | d. | all of these answers are correct | | e. | none of these answers are correct | | | | |
| | 18. | Closing the sale is__________ for most sales representatives or sales professionals. | a. | easy | d. | all of these are correct | | b. | difficult | e. | none of these are correct | | c. | fun | | | | | | | | |
| | 19. | Which of the following would not be used in assessing the marketing situation. | a. | Potential customer profile and behavior | | b. | Strengths and weaknesses of the competition | | c. | Strengths and weaknesses of your product or service | | d. | Basing the market assessment on feeling rather than facts. | | e. | None of these are correct | | | | |
| | 20. | Which of the following is a buyer benefit? | a. | “Lamp creep contains 12% protein”. | | b. | “Tylan comes in three product forms, soluble, injectable, and pre-mix.” | | c. | “Tylan is easy to use which means time savings for you. | | d. | “Hog Wild feed supplement will increase your daily gain by 2-3 lbs” | | | | |
| | 21. | A hidden objection is best defined as: | a. | Real objections and excuses from customers. | | b. | Concerns the customer has when considering the purchase of a product or service. | | c. | Concerns that are not readily voiced by the customer. | | d. | Insincere reasons given by customers to delay making a purchase or to avoid becoming involved in the sale. | | | | |
| | 22. | Constructing a display so that it’s arranged in a step arrangement or in graduations, is an example of? | a. | Proportion | d. | Rhythm | | b. | Contrast | e. | None of these are correct | | c. | Balance | | | | | | | | |
| | 23. | A disadvantage of the direct mailing may be that: | a. | Mailing lists can be updated | | b. | Intended customers may not receive the advertising | | c. | Advertising may be wasted on direct mail because many people see the mailings as junk mail and discard them. | | d. | All these are correct | | e. | None of these are correct | | | | |
| | 24. | 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. | | | | |
| | 25. | 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 | | | | |