Download Final Test STudy Guide 12-9

Final Test STudy Guide 12-9
Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
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1. What term is used to describe the process of selling a product in the marketplace?
a. marketing
c. pricing
b. utility
d. exchange
2. Which economic utility increased when Big Ed’s 24-Hour Diner recently began accepting VISA and
Mastercard?
a. information utility
c. form utility
b. time utility
d. possession utility
3. What does the owner of a miniature golf business provide her customers with?
a. a service
c. a good
b. a promotion
d. an exchange
4. The owners of the Totally Outrageous Shoe Store decided to rent store space next to a music store where
teenagers frequently shop. What did the owners’ decision add to their product?
a. promotion
c. time utility
b. place utility
d. improved distribution
5. The Good Ol’ Barbeque Sauce Company began marketing a new sauce that includes spices often found in
Asian cuisine. How is the company segmenting its market?
a. psychographics
c. geographics
b. product benefits
d. demographics
6. Which of the following purchases would most likely be made with discretionary income?
a. fruits and vegetables
c. underwear and socks
b. magazine subscriptions
d. a three-bedroom house
7. The Music Stand direct-mail company wants to send catalogs to music teachers, dancers, and other music
lovers. What type of data would be helpful in this endeavor?
a. demographic
c. psychographic
b. geographic
d. product benefits
8. According to the text, which of the four major U.S. ethnic markets considers music a major part of its culture,
allowing marketers to use radio advertising to reach this group?
a. Hispanic
c. Caucasian
b. Asian-American
d. African-American
9. What is the term for the struggle between companies for customers?
a. profit
c. surplus
b. promotion
d. competition
10. As a funder of public libraries, the government is acting in what role?
a. as a supporter of business
c. as a competitor
b. as a provider of services
d. as a regulator
11. What is the function of a licensing agreement?
a. allows hairdressers and barbers to perform their services
b. protects corporations from deceptive investors
c. protects businesses and individuals from unauthorized copying
d. allows businesses to operate in areas previously zoned as residential
12. What is the group that decides whether or not a business will survive?
a. the consumers
c. the government
b. the owners or board of directors
d. the competing businesses
____ 13. What is the system by which a country makes decisions about how to deal with its scarcity?
a. government
c. capital
b. infrastructure
d. economy
____ 14. What is another expression describing a command economy?
a. capitalist system
c. market system
b. planned system
d. totalitarian system
____ 15. How is the total output of goods and services produced within a country measured?
a. Producer Price Index
c. Employee Productivity Rate
b. Consumer Confidence Index
d. Gross Domestic Product
____ 16. In which phase of the business cycle do an increasing number of people find jobs and more businesses begin
to invest in new inventory?
a. recession
c. depression
b. recovery
d. prosperity
____ 17. How would you describe a company that voluntarily commits some of its income to helping the community?
a. nonprofit organizations
c. ethical
b. socially responsible
d. consumer-oriented
____ 18. A physical therapist who works in a private orthopaedic clinic is part of what segment of the industrial
market?
a. institutions and non-profit organizations
c. extractors
b. business and professional services
d. retailers
____ 19. Which government agency limited the use of chlorine as a pesticide to trained professionals?
a. Federal Trade Commission
b. Consumer Product Safety Commission
c. Occupational Safety and Health Administration
d. Environmental Protection Agency
____ 20. Employee turnover is usually reduced significantly when employers provide what benefit?
a. van pools
c. on-site child care
b. good coffee
d. comfortable office chairs
____ 21. In 1989 the U.S. stopped importing grapes from Chile for one week after inspectors found poisoned fruit in
one shipment. What is such an action called?
a. trade quota
c. tariff tariff
b. trade embargo
d. trade surplus
____ 22. What did the U.S. government use to produce revenue before it imposed income taxes on its labor force?
a. quotas
c. embargoes
b. impounds
d. tariffs
____ 23. What do U.S. fast food companies enter into in order to open franchises in foreign countries?
a. joint ventures
c. economic unions
b. freight forwarding subsidiaries
d. trade agreements
____ 24. In 1974, the U.S. embargoed all products from what country? The embargo was lifted 20 years later in order
to re-establish trade relations between the two countries.
a. Vietnam
c. China
b. Iran
d. South Africa
____ 25. When your supervisor is explaining the company’s new health care plan to you, what is the supervisor’s
purpose?
a. to inform
c. to entertain
b. to persuade
d. to evaluate
____ 26. Silvia is an office supply salesperson. What is Silvia's purpose when she describes to a client how her
company’s file cabinets will meet the client’s storage needs?
____ 27.
____ 28.
____ 29.
____ 30.
____ 31.
____ 32.
____ 33.
____ 34.
____ 35.
____ 36.
____ 37.
a. to inform
c. to persuade
b. to entertain
d. to evaluate
What should you do to demonstrate whether or not you understand a message?
a. overcome your emotional blocks
c. determine the speaker’s needs
b. give the speaker feedback
d. identify the purpose
When Jason paid for a bottle of drain cleaner, he received with his receipt a coupon that stated “Save $1.00 on
your next shopping order courtesy of Sludge Away Drain Cleaner.” This coupon was made possible by what
computer technology?
a. online services
c. e-mail
b. interactive videodiscs
d. point of sale system
When team members meet together to give feedback on individual performance, what are they participating
in?
a. shared responsibility
c. consensus
b. leadership
d. goals
According to the text, what are two traits that foster a positive outlook?
a. interest and enthusiasm
c. self-awareness and empathy
b. self-control and creativity
d. assertiveness and responsibility
Jorge is an engineer with a national car manufacturer. Jorge’s colleagues value his ability to come up with
new ways of doing things and to find solutions to seemingly impossible problems. What personality trait does
Jorge demonstrate?
a. initiative
c. integrity
b. goal setting
d. creativity
What interpersonal skill is specifically needed for success in dealing with customers?
a. set goals
c. manage time
b. give directions
d. maintain self-control
The Frisinas take a vacation every spring. Working with a travel agent to gather information about possible
destinations, they have planned and taken trips to resort locations throughout the U.S. What type of decision
making will the Frisinas use to select next year’s trip?
a. extensive
c. emotional
b. routine
d. limited
Frank owns a gardening service. Every few months, he leaves flyers detailing his services on the doorsteps of
houses in local neighborhoods. What method is Frank using to find new customers?
a. endless chain
c. cold canvassing
b. service approach
d. commercial list
In business-to-business selling, what is the key factor in determining the kinds of preapproach activities a
salesperson should do?
a. the prospective customer’s desire to buy the product
b. the type of product the salesperson sells
c. the customer’s financial stability
d. the salesperson’s prior relationship with the customer
Sometimes a home owner who wishes to sell his or her house will buy a home warranty. This means that the
buyer of the house will not have to pay for particular house repairs that become necessary during the first year
after the house is sold. In this case, what is the warranty?
a. extended product feature
c. tangible product feature
b. customer benefit
d. seller benefit
The owner of Furry Friends pet store holds weekly informal meetings to keep employees aware of new
products in the store. How are the pet shop employees getting product information?
a. direct experience
c. other people
b. printed material
d. formal training
____ 38. Jesse works in the men’s clothing department of a large department store. Yesterday, he noticed a customer
inspecting an elegant suit. Approaching the customer, Jesse said, “Good morning, Mr. Phelps. May I put that
suit in a dressing room for you?” What method of initial approach is Jesse using?
a. merchandise approach
c. service approach
b. greeting approach
d. suggestion selling
____ 39. According to Marketing Essentials, how does a customer feel when you ask several questions in a row?
a. empathetic
c. uncertain
b. misunderstood
d. cross-examined
____ 40. When are the customers’ needs usually determined in a business-to-business sales situation?
a. during the preapproach
c. immediately after the approach
b. immediately after the preapproach
d. during the first meeting
____ 41. In which step of the sale should you learn what the retail customer is looking for in a good or service?
a. approaching the customer
c. presenting the product
b. determining needs
d. overcoming objections
____ 42. “My spouse and I would love to take this trip to Hawaii that you’ve described, but we have to repaint our
house and we really should replace our refrigerator.” What is such an objection based on?
a. price
c. source
b. need
d. time
____ 43. A customer in a computer store tells the salesperson, “I can’t buy this software program. I don’t understand
the directions.” The salesperson’s reply is, “Let’s read over the directions together. What is the first direction
you find confusing?” What method of handling objections is the salesperson using?
a. boomerang
c. question
b. demonstration
d. superior point
____ 44. A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.”
What step of the basic strategy for handling objections does the preceding comment exemplify?
a. answer
c. restate
b. listen
d. acknowledge
____ 45. In which situation is using the latest jargon acceptable?
a. retail clothing to young adults
b. beds and dressers to hotel managers
c. computer products to parents of school-age children
d. home gardening tools to first-time gardeners
____ 46. The sales close that should be used infrequently because it can be viewed by the customer as a pressure tactic
is the
a. standing room only close
c. which close
b. trial close
d. direct close
____ 47. Latasha sells upscale casual wear at Northeastern Adventures. Just before she writes up a customer’s order,
Latasha shows the customer the store’s newest merchandise, particularly those items that coordinate with the
customer’s purchases. What method is she using to sell additional merchandise?
a. developing and nurturing relationship marketing
b. offering related merchandise
c. recommending larger quantities
d. calling attention to special sales opportunities
____ 48. During what stage of selling should you educate a customer about the special care or special instructions an
item requires?
a. close
c. departure
b. follow-up
d. evaluation
____ 49. What is the easiest and most effective method of suggestion selling?
a. recommending larger quantities
b. calling attention to special sales opportunities
c. making a positive suggestion
d. offering related merchandise
____ 50. What should the salesperson do when a customer is having difficulty making a buying decision?
a. explain the characteristics of each product being considered
b. stop talking about the product
c. stop showing additional merchandise
d. encourage the customer to be impulsive
Completion
Complete each sentence or statement.
51. During the last three months of the year, a grocery store stocks its shelves with plenty of canned pumpkin in
order to increase the pumpkin’s ____________________ utility.
52. Monique directs the special tours department of a large amusement park. She trains and evaluates the park’s
tour guides. In the hierarchy of skill levels, Monique is at the marketing ____________________ level.
53. The employees of a home-improvement warehouse are expert craftspeople who enjoy giving customers
advice about do-it-yourself projects. The employees’ advice increases the ____________________ utility of
their goods.
54. Changing old glass bottles into beautiful new sculptures is an example of ____________________ utility.
55. For success in a marketing career, two essential skills are communication and ____________________.
56. The ____________________ level is the marketing path that involves somewhat more education and training
than entry level.
57. Obtaining the money needed to start and operate a business is a marketing function known as
____________________.
58. Retailers offer their customers installment or layaway plans in order to increase the ____________________
utility of their products.
59. Glass and steel companies provide car manufacturers with the raw materials to make automobiles. The glass
and steel companies are performing a marketing function known as ____________________.
60. A combination of geographic, demographic, and psychographic data about a group of people can be used to
create a customer ____________________.
61. Of the three generations discussed in Marketing Essentials, ____________________ most appreciates
advertising that includes sharp images, music, and irreverent humor.
62. When Faye LaMonte buys staples and masking tape for art projects her children will create, Faye is a(n)
____________________.
63. Information about the values and attitudes that shape consumers’ lifestyles is called ____________________.
64. The Bookworm is a successful children’s bookstore. The store’s owners provide literature seminars to parent
and teacher groups, and they create recommended reading lists for classroom use. The Bookworm’s books
cost about 15 percent more than the same books at the local discount chain bookstore. The Bookworm’s
owners engage in ____________________ competition.
65. The single largest U.S. consumer of goods and services is ____________________.
66. During the 1994-1995 baseball strike, US Secretary of Labor Robert Reich and President Bill Clinton
attempted to bring the baseball players and team owners to an agreement. These attempts were an example of
government’s role as a business ____________________.
67. The Occupational Safety and Health Administration is a governmental regulatory agency created to protect
____________________.
68. Residents of the U.S. have the ability to buy whatever items are legally available. This ability is a basic free
enterprise principle called freedom of ____________________.
69. The ____________________ board has the power to control the U.S. monetary supply.
70. Armando Botticelli owns the Renaissance Art Gallery. He employs six salespeople and rents store space in a
mall. Armando represents the ____________________ factor of production.
71. A country which has many privately owned businesses but also has government-controlled industries and
social services has a political philosophy called ____________________.
72. Allan Wang is 17 and wants to buy a car. He has saved $700, which is not enough to purchase a reliable car.
Allan is experiencing a disparity between his wants and resources; in economic terms, this disparity is called
____________________.
73. A factor of production that includes coal, fish, and diamonds is ____________________.
74. In a market economy, it is the ____________________ who decides what products should be produced.
75. The United States does not have an entirely pure market economy. Therefore, the US economy is referred to
as a(n) ____________________ economy.
76. Mrs. Dimitriou bought bread for $1.19 in January. In October, she bought the same brand and size of bread
for $1.43. Economists describe this rise in price as ____________________.
77. Shabani is an architect who specializes in creating structural plans for art galleries and museums. In her work,
Shabani is involved in the business function called ____________________.
78. Roberto Ramirez owns the Soccer Shop, which sells everything related to soccer. Roberto belongs to the
____________________ segment of the industrial market.
79. The directors of Happy Tots Preschool use the income raised from tuition fees to pay teacher and staff
salaries, buy materials, and maintain the school. All remaining money is used to assist local family health
clinics. The preschool’s financial practices indicate that it is a ____________________ organization.
80. Libraries that are supported by taxes and are not associated with universities or similar institutions are said to
be part of the ____________________ sector.
81. A company that is nationally known for helping families cope when their children have cancer is
____________________.
82. If a company’s product is found to be impure or unsafe, the company is ethically obligated to
____________________ the product from sale.
83. One of the country’s best-known supporters of consumerism is Ralph ____________________, the author of
Unsafe at Any Speed and a candidate for U.S. President in 2000.
84. Melinda is a certified public accountant who specializes in tax preparation for health care facilities. Melinda is
part of the ____________________ services segment of the industrial market.
85. Although businesses actually trade with one another, it is the countries’ ____________________ that
negotiate trade agreements.
86. Each of the world’s nations must obtain some goods and services from other nations. This mutual need to
share resources is called economic ____________________.
87. The ability of U.S. firms to produce high-tech goods efficiently gives the U.S. a ____________________
advantage in the global marketplace.
88. A tariff whose purpose is to increase the cost of imported goods so that similar domestic goods can compete
with the imports is called a ____________________ tariff.
89. A nation that imports more that it exports has a trade ____________________.
90. The U.S. controls imports through the customs division of the ____________________ Department.
91. England, France, Belgium, and 12 other countries belong to a trading bloc called the ____________________
Union.
92. A governmental action that is the opposite of privatization is ____________________.
93. When the U.S. government limits the number of cars that can be imported, the government is placing a trade
barrier known as a ____________________ on the foreign-made cars.
94. In order to write clearly and effectively, a writer must know three things before beginning to write; he or she
must know the reader, the subject, and the ____________________ of the message.
95. A(n) ____________________ is a brief written message usually covering only one subject that is sent
between employees in the same company. In some companies, this type of message has been replaced by
inter-office e-mail messages.
96. Maureen is the office manager in a medical office. Jerry is the new office billing clerk. As Maureen explains
the billing procedure, Jerry nods his head when he understands her explanation. In communication terms,
Jerry’s responses are called ____________________.
97. The location where communication takes place is called the ____________________.
98. You can best improve your vocabulary while performing the communication skill known as
____________________.
99. The structure used for organizing and running a formal meeting is called ____________________ procedure.
100. Al is training a new employee to operate the special features of the office copy machine. Following the four
steps of training, Al first explains the task, and then he ____________________ the task.
101. Another term for a tiny microprocessor is a(n) ____________________ chip.
102. The ____________________ is the part of a Web site that links the site user to pages throughout the site.
103. The computer technology that will soon allow marketers to measure television viewers’ immediate responses
to TV advertisements is called ____________________ television systems.
104. Rahul works in the local university where he is in charge of maintaining the mailing list for the mathematics
department. In his work Rahul uses a type of software called a(n) ____________________ program to
organize and update the mailing list.
105. The piece of equipment that is used to enter information into a computer and to control its action is called a(n)
____________________.
106. Chandra is the director of a private high school. In preparing a brochure for the school’s marketing campaign,
Chandra uses ____________________.
107. A piece of computer equipment used to move a locator symbol on a computer screen is called a(n)
____________________.
108. Using the Internet to research new treatments for a particular disease is called information
____________________.
109. A(n) ____________________ is a specific commitment that a team member makes with the entire team.
Similar to a contract, it is a promise to complete a task within a certain time.
110. Being accountable for one’s actions, working without much supervision, and always doing one’s job are
examples of the personal trait called ____________________.
111. Mark and Brian are data processors at Informat, Inc. Both men are reliable, well-trained, and enthusiastic
about their work. Brian, however, easily accepts new assignments or necessary schedule changes, while Mark
sees such changes as crises. Brian is the more valuable employee because he is more ____________________
than Mark.
112. According to Marketing Essentials, when you listen to a customer’s complaint, you should be empathetic, but
your actions in response to the complaint must depend on your company’s ____________________.
113. Sabrina is a loan officer with First National Bank. She is friendly to the bank’s clients and always remembers
their names. She listens carefully to the reasons for each client’s loan request, and even if she has to deny a
loan, she makes the clients feel valued because she treats them with respect. These illustrations indicate that
Sabrina is highly skilled at fostering clients’ ____________________.
114. In companies that are organized into teams of employees, the team members are often “cross trained” to be
able to perform a variety of tasks. Not only does cross training give each member several skills, but it also
gives the team ____________________ so that it can adapt easily to new challenges.
115. All of the interpersonal skills that are essential to a marketing career deal with the relationship between
marketing employees and their ____________________.
116. Time ____________________ is an essential personal skill that involves learning to budget the hours in your
day in order to meet your responsibilities.
117. Mary Ellen works for a film production company. She is well-known for her excellent ideas and for her
ability to defend her ideas confidently and authoritatively. Mary Ellen’s readiness to stand up for herself can
be described as ____________________ behavior.
118. The major part of a salesperson’s job is to analyze product benefits from the ____________________ point of
view.
119. The final step in a business-to-business sales preapproach is making a(n) ____________________ with the
customer.
120. The most basic of product benefits is the product’s intended ____________________.
121. The textbook reminds us that printed materials can be excellent product information sources. On bottles,
boxes, and cans, ____________________ provide thorough product information.
122. Ocean Pharmacy has been a small-town drug store for 43 years. The grandchildren of original customers are
now faithful, happy customers. It is clear that the pharmacy’s owner knows that customer
____________________ is part of his success.
123. A copier’s ability to reproduce 60 copies a minute is one of its ____________________ product features.
124. On her fiftieth birthday, Mrs. London bought a jar of Young Again face cream because she wanted to
“recapture that youthful feeling” promised in the face cream advertisements. Mrs. London had a(n)
____________________ motive for her purchase.
125. Last year, Jamie and Lydia started a public relations firm in the spare bedroom of Lydia’s house. Now they
have so many clients they must find and rent office space, a task neither has ever done. Selecting the space
will require ____________________ decision making.
126. Jorge is a pharmaceutical salesperson for Benway Drug Company. Jorge travels to doctors’ offices every day
to meet personally with the physicians. Jorge is in ____________________ sales.
127. The key to observing customers is the proper selection of ____________________ related only to the sales
process and unclouded by stereotypes or false conclusions.
128. When a retail salesperson approaches a customer and asks, “Can I assist you in finding what you’re looking
for?”, the salesperson is using the ____________________ approach method.
129. Maintaining eye contact, providing feedback, and giving customers undivided attention are important parts of
the need-determining method known as ____________________.
130. Facial expressions, hand motions, and eye movements are part of ____________________ communication.
131. A(n) ____________________ is a term describing an individual or company that delivers essential
merchandise to particular customers on a regular basis.
132. For a business-to-business sales approach, it is best to ____________________ early.
133. According to the text, the most effective initial approach in retail sales is usually the ____________________
approach method.
134. Questions that require more than a yes or no answer are called ____________________ questions.
135. A technique that answers objections by showing the customer how to operate a product is called the
____________________ method.
136. The third party method of handling objections requires the use of ____________________ from satisfied
customers.
137. An effective way of maintaining the customer’s interest in a product presentation is to the
____________________ the customer in the presentation.
138. Bill Long is a patio furniture salesman. His customer is eyeing a beautiful redwood table but says, “I’m sure
the finish on this table will warp.” Bill assures the customer that the table has been specially treated to prevent
its warping. Bill uses the ____________________ method of handling objections.
139. Ryan, the salesperson with the best sales record in the small appliance department of an electronics store,
attributes his success to the fact that he always shows how to use the appliance the customer is thinking of
buying. Ryan knows that product demonstration builds customer ____________________.
140. A salesperson can use newspaper articles, graphs, and customer testimonials as sales ____________________
in presenting a product.
141. In some sales situations, it is possible for a salesperson to confront and answer anticipated
____________________ by incorporating them in the presentation.
142. As a salesperson, you may not be able to determine immediately a customer’s price range for buying a
particular item. In that case, always begin a presentation by offering items in the ____________________
price range.
143. The salespeople at the Sleek But Practical Car Agency always call a customer three weeks after he or she has
purchased a car to see if the customer is satisfied with the car and the agency’s service. The calls exemplify
the after-sale activity known as ____________________.
144. “May I write up your order now?” is a question to be used during a(n) ____________________ close.
145. One of the most helpful techniques for closing the sale is a dramatic product ____________________.
146. John works in a coffee store where he sells coffee and coffee-making equipment. John is rarely successful at
suggestion selling because he usually asks, “What else can I get for you?” John needs to be more
____________________ in his suggestions.
147. Often, hotel guests will find a questionnaire in their rooms that asks them to rate the services they receive
from the hotel staff. The questionnaires help the hotel management in the after-sale activity called
____________________.
148. A salesperson should not rush a customer into making a buying decision because, in a consumer-oriented
marketplace, the salesperson’s primary interest should always be in customer ____________________.
149. “This brass lamp would look very elegant on the coffee table you’re purchasing,” is an example of the
suggestion selling method called “offering ____________________ merchandise.”
150. Companies use relationship marketing strategies in order to encourage ____________________ business.
Matching
Match each item with the correct statement.
a. marketing concept
b. geographics
c. product benefits
d. customer profile
e. discretionary income
f. marketing mix
____
____
____
____
____
____
____
____
____
____
151.
152.
153.
154.
155.
156.
157.
158.
159.
160.
g.
h.
i.
j.
k.
l.
target marketing
product strategies
trends
market
consumers
market segmentation
information about where people live
people with common needs, desires, and purchasing abilities
a combination of four strategies used to market a product
a population’s changes in personal attitudes about health, fun, and living
the idea that businesses must satisfy customers’ needs and wants in order to make a profit
features of a product that appeal to specific consumers
choices involving product image
information about where and how a person lives and what he or she wants and needs
creating a plan to meet the needs and desires of a specific group of potential customers
separating a large group of potential customers into smaller groups based on particular characteristics
Match each item with the correct statement.
a. enumerate
b. in-house report
c. minutes
d. call to order
e. nonverbal message
f. emotional blocks
g.
h.
i.
j.
k.
l.
channels
motion
feedback
quorum
cause and effect
inflection
____ 161. at least 51 percent of a group
____ 162. sound, sight, or the written word
____ 163. written information that is compiled from several employees’ input and sent to other employees within the
company
____ 164. the receiver’s response to a message
____ 165. facial expressions and body movements
____ 166. a proposal
____ 167. a change in the tone or pitch of a voice
____ 168. a written record of what occurs during a meeting
____ 169. to list several items in order
____ 170. a bias against a speaker’s opinions
Match each item with the correct statement.
a. initiative
b. body language
c. traits
d. consensus
e. tact
f. interpersonal skills
____
____
____
____
____
____
____
____
____
____
171.
172.
173.
174.
175.
176.
177.
178.
179.
180.
181.
182.
183.
184.
185.
186.
187.
188.
189.
190.
assertive
self-esteem
courtesy
teamwork
attitude
enthusiasm
a mental outlook toward people and situations
able to defend one’s beliefs, rights, and ideas
effort made by a group working toward a common goal
characteristics or behaviors
intense interest or eagerness
techniques for working and relating well with others
decision reached by a group after discussion
desire and ability to start a task or project
physical movements and actions that express thoughts and attitudes
a person’s idea of his or her own worth
Match each item with the correct statement.
a. rational motive
b. extended product feature
c. feature-benefit chart
d. preapproach
e. customer benefit
f. inside sales
____
____
____
____
____
____
____
____
____
____
g.
h.
i.
j.
k.
l.
g.
h.
i.
j.
k.
l.
telemarketing
leads
trade and professional directories
tangible product benefit
feature-benefit selling
selling
matching a product’s characteristics with a purchaser’s requirements
technique for selling over the phone
a fact-based reason for making a purchase
physical characteristic of an item
a comparison of product characteristics and a purchaser’s wants and needs
helping customers make satisfying purchase decisions
advantages or satisfaction received from a good or a service
a time in which one looks for customers and prepares for a sale
a company’s reputation for reliability, a warranty, or a service policy
names of potential customers gathered from one’s employer
Match each item with the correct statement.
a. layman’s terms
b. third party
c. slang
d. expertise
e. objection analysis sheet
f. denial
____
____
____
____
____
____
____
____
____
____
191.
192.
193.
194.
195.
196.
197.
198.
199.
200.
g.
h.
i.
j.
k.
l.
alert
paraphrase
source
testimonial
verify
superior point
contradiction of a statement
to reword the meaning of a statement
language most people can understand
a neutral person
observant, aware
very informal language
a list of reasons for not purchasing a product and possible responses to those reasons
great skill or knowledge
to investigate the accuracy or truth of a statement
a positive statement about the quality of a product