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Ch 12 pretest Multiple Choice Identify the choice that best completes the statement or answers the question. ____ 1. The Smiths 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 Smiths use to select next year’s trip? a. extensive c. emotional b. routine d. limited ____ 2. 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 ____ 3. In business-to-business selling, what is the key factor in determining the kinds of pre-approach 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 ____ 4. 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 ____ 5. 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 Completion Complete each statement. 6. Michelle received employee of the month for reaching her sales ____________________. 7. The final step in a business-to-business sales pre-approach is making a(n) ____________________ with the customer. 8. The most basic of product benefits is the product’s intended ____________________. 9. Sarah's first car was a Volvo that she never had any problems with. When it came time for Sarah to buy a new car she purchased another Volvo. In doing so Sarah displayed a(n) ____________________ motive for her purchase. 10. 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. 11. The four steps used by sales managers when training new sales personnel are: explanation, ____________________, trial, and critique. 12. On her 50th 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. 13. 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. 14. Jorge is a pharmaceutical salesperson for Bayer Drug Company. Jorge travels to doctors’ offices every day to meet personally with the physicians. In doing so Jorge is looking for potential customers or ____________________. Matching Match each item with the correct statement. a. rational motive b. extended product feature c. feature-benefit chart d. Pre-approach e. customer benefit f. inside sales g. h. i. j. k. l. telemarketing prospecting lead personal selling feature-benefit selling selling ____ 15. matching a product’s characteristics with a purchaser’s requirements ____ 16. technique for selling over the phone ____ 17. a fact-based reason for making a purchase ____ 18. direct contact between salesperson and customer ____ 19. comparison of product characteristics and purchaser’s wants and needs ____ 20. helping customers make satisfying purchase decisions ____ 21. advantages or satisfaction received from a good or a service ____ 22. a time in which one looks for customers and prepares for a sale ____ 23. looking for new customers ____ 24. names of potential customers gathered from one’s employer Ch 12 pretest 1. REF: p. 263 2. REF: p. 269 3. REF: p. 269 4. REF: p. 262 5. REF: p. 267 6. REF: p. 271 7. REF: p. 261 8. REF: p. 261 9. REF: p. 263 10. REF: p. 261 11. REF: p. 270 12. REF: p. 263 13. REF: p. 264 14. REF: p. 268 15. REF: p. 261 16. REF: p. 261 17. REF: p. 263 18. REF: p. 260 19. REF: p. 261 20. REF: p. 261 21. REF: p. 263 22. REF: p. 265 23. REF: p. 268 24. REF: p. 268