Download Ch 12 pretest

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