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 your 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 your full
attention | d. | only happen when you are really
busy |
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3.
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To demonstrate to an angry
customer that you are listening, you should
a. | Listen for both facts and feelings
| c. | Paraphrase what they are
saying | b. | Be attentive | d. | All of these are correct |
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4.
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The customer
is:
a. | The most important person in your
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 | c. | questioning the
customer’s honesty | b. | Giving a smart or flip reply | 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 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 the five W’s of advertising?
a. | who, where, when, why,
which | c. | who, what, where, which,
why | b. | when, way, where, which, who | 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 | c. | column
inch | b. | fraction of page | 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 no 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 or 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 | d. | type of
product | b. | customer history | e. | none of these are correct | c. | company management
policy |
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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 our 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 your
supervisor | d. | all of these are
correct | b. | establish eye contact and smile | e. | none of these are correct | c. | send them to the customer service
desk |
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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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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 first steps
in preparing to advertise on radio?
a. | prepare a radio
advertisement | b. | select a radio station | c. | work with the situation 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 your local community, which advertising media would be the best?
a. | Local paper
| c. | Trade
Journal | b. | Agricultural magazine | d. | National FFA magazine |
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28.
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A good advertisement that
causes the eye to move from the 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 price $10.95 and the final sale 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 the 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 is 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 your
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 he 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 the 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 one 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. determine 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 a
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 the
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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