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1. What does a salesperson need to do to be successful in selling?
1.
2.
3.
4.
Always attempt to sell related merchandise
Ask management to limit the number of brands
Describe the disadvantages of competing brands
Learn the features unique to the brands s/he sells
2. George sold Sandy a new living room set. What should George do as an effective follow-up to provide good
service and develop a strong relationship with her?
1.
2.
3.
4.
Asking for referrals
Calling to make sure the products are satisfactory
Explaining the company's business plan
Sending articles about local competitors
3. Which is a pre-sale opportunity for salespeople to provide customer service?
1.
2.
3.
4.
Providing ample product information
Shipping and delivery
Maintenance and repair
Technical assistance and support
______________________ Date: ___________ Iredell
4. Using selling to satisfy customers' needs or desires should ensure that the salesperson and the business will both
benefit over time from
1.
2.
3.
4.
quick profits
increased returns.
added utility.
repeat business.
5. Through sales, products are transferred to consumers who can then use them. This is an example of what role of
selling?
1.
2.
3.
4.
Increasing product variety
Promoting competition
Affecting employment
Adding utility
6. What is an effective follow-up activity that salespeople can use to provide good service and develop strong
relationships with customers?
1.
2.
3.
4.
Asking for referrals
Calling to make sure the products are satisfactory
Explaining the company's business plan
Sending articles about local competitors
7. Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts
to close a sale at all costs. Who is likely to be the more successful salesperson?
1. Joe because he is a nice person
2. Carol because Joe is too timid to close a sale
3. Joe because he will get more repeat business
4. Carol because she will make more sales
8. What can salespeople do to maintain good relationships with existing customers?
1.
2.
3.
4.
Ask for new referrals
Use customers in advertisements
Live up to their promises
Send customers expensive gifts
9. A customer asked you several questions about the new expandable notebooks. So that you address the
customer's questions correctly, what should you do?
1.
2.
3.
4.
Spend as little time as possible answering customers' inquiries
Try to make a sale while you're answering each inquiry
Don't try to handle inquiries when you are busy with a sale
Make sure you clearly understand customers' inquiries
10. What are business people who fail to adapt their communication styles to appeal to their international clients
likely to do?
1.
2.
3.
4.
Offend the clients
Earn the clients' trust
Impress the clients
Persuade the clients to buy
11. What is a business way for employees to handle a situation in which they must obtain information requested by
customers and call the customers back?
1.
2.
3.
4.
Tell the customers exactly when they will be called
Ask the customers when it would be convenient to call them
Explain how much effort will be required to get the requested information
Ask the customers to call back if they don't receive a call within 24 hours
12. What is a guideline for employees to follow in handling customer inquiries?
1.
2.
3.
4.
Spend as little time as possible answering customers' inquiries
Try to make a sale while you're answering each inquiry
Don't try to handle inquiries when you are busy with a sale
Make sure you clearly understand customers' inquiries
13. What should employees do to maintain a customer-service mindset?
1.
2.
3.
4.
Listen to the words of soothing songs
Devote their full attention to customers
Maximize conversations with coworkers
Decide how to spend their break time
14. Jami researched her international customers' buying behavior. Jami wanted to be sure she did NOT make the
common mistake to do which of the following actions?
1.
2.
3.
4.
Offend the clients
Earn the clients' trust
Impress the clients
Persuade the clients to buy
15. What is one of the benefits to a business of reinforcing service orientation through communication?
1.
2.
3.
4.
Promotes the sale of new products
Builds positive relationships with customers
Rewards customers for their support
Encourages employees to be aggressive
16. What is a factor that affects a business's selection of policies to guide its operations?
1.
2.
3.
4.
Communication skills of employees
Personal preferences of management
Nature of the business
Space available to display policies
17. What should you do to demonstrate a customer-service mindset in the following situation: An irate business
customer yells at you because of a billing error?
1.
2.
3.
4.
Make sure the mistake is corrected
Blame the billing department
Get as upset as the customer
Call the person's supervisor to complain about the customer's attitude
18. What should help business people adapt their communication styles to appeal to clients from other cultures?
1.
2.
3.
4.
Being respectful, indifferent, and honest
Being confident, biased, and manipulative
Being sensitive, transparent, and demanding
Being patient, flexible, and empathetic
19. What is one of the purposes of having business policies?
1.
2.
3.
4.
To encourage customers to make frequent exchanges
To make sure the business's actions are consistent
To ensure that the business makes a profit
To allow employees to make decisions regarding customers
20. How do service-oriented companies often improve their levels of service?
1.
2.
3.
4.
By evaluating internal product development procedures
By requesting input through employee and customer surveys
By providing customers with product testimonials
By conducting a feasibility analysis for company expansion
21. What is an internal factor that affects the selling policies of a business?
1. Customer requests
2. Actions of competitors
3. Financial resources
4. Government legislation
22. What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it
chose?
1.
2.
3.
4.
Federal Trade Commission Act
Discount Customer Act
Clayton Act
Robinson-Patman Act
23. Which of the following is an internal factor that might have an effect on a business's selling policies:
1.
2.
3.
4.
Customer wants
Materials shortage
Social issues
Research efforts
24. Why would a business develop policies to limit the amount of money that salespeople could spend taking
customers to lunch or dinner?
1.
2.
3.
4.
To improve advertising
To expand entertainment
To increase salaries
To control expenses
25. What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
1.
2.
3.
4.
Exchange the item
Refer the customer to the manufacturer
Consult the buyer
Follow the business's selling policies
26. Which of the following is an appropriate characteristic for a firm's selling policies:
1.
2.
3.
4.
Open to interpretation
Based on the salesperson's status
Enforced with reasonable firmness
Not subject to change
27. What kind of customer would make the following statement? "I just don't know which of these my girlfriend
would like best. I had better come back at another time."
A. Disagreeable
B. Suspicious
C. Slow/Methodical D. Dishonest
28. Are noncomplainers a more difficult problem for businesses than complainers?
A. B. C. D.
Yes, because records of the complaints cannot be maintained
Yes, because the salesperson does not have an opportunity to handle the complaint.
No, because noncomplainers do not express ill feelings
No, because the salesperson can satisfy the noncomplainer within company guidelines
29. What kind of customer would make the following statement? "I must compare the different shades of color and
fabrics available for a new comforter set."
A. Disagreeable
B. Suspicious
C. Slow/Methodical D. Dishonest
30. Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several
packages. What should Tammy do next?
1.
2.
3.
4.
Thank the customer
Explain customer policy
Restate the complaint
Take immediate action
31. What should salespeople do when they must cope with customers who are being disagreeable?
1.
2.
3.
4.
Speed up the sale to minimize opportunity for disagreement
Use product knowledge to prove they are wrong
Listen patiently and try to stay calm
Ask them to come back when they are ready to buy
32. What is a cost associated with customer complaints?
1.
2.
3.
4.
Markups on inventory
Additional advertising
Higher commissions
Loss of sales
33. What should you do to eliminate any misunderstandings that you or your customer might have concerning the
customer's complaint?
1.
2.
3.
4.
Thank the customer
Explain company policy
Restate the complaint
Take immediate action
34. Which of the following would be the most likely cause of customer complaints?
1.
2.
3.
4.
Institutional ads
Product quality
Extended hours
Price reductions
35. Which is an example of an implied warranty?
1.
2.
3.
4.
A customer buys a toaster and assumes it will toast bread.
A jacket's hang tag states that the fabric is pure wool.
A television's label promises a full refund if the set doesn't work.
A salesperson tells a customer, "This is the best quality you can buy."
36. Why do many professional organizations develop standards for their members to follow?
1.
2.
3.
4.
To promote group activities
To create influence
To establish control
To promote product safety
37. How does the use of grades and standards affect the buying and selling process?
1.
2.
3.
4.
It enables customers to buy without having to inspect each product.
It provides product information on unsafe products.
It enables businesses to set high prices.
It enables salespeople to suggest products without having to determine customer needs.
38. Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri
expecting to be fulfilled?
A. Express B. Full
C. Limited D. Implied
39. A customer buys a CD player and receives a printed warranty card stating the action the company will take if
the CD player does not work properly. This is an example of a(n) ________________ warranty.
A. Express B. Full
C. Limited D. Implied
40. When products are graded by nongovernmental agencies, the grading is
A. voluntary B. mandatory C. periodic D. occasional
41. Any business that transports goods across state lines must comply with standards set by
1.
2.
3.
4.
individual businesses.
government agencies.
trade associations.
professional organizations.
42. What is a purpose of warranties and guarantees?
1.
2.
3.
4.
To increase customer anxiety about purchases
To decrease feedback from customers
To protect the producer and the seller
To avoid a customer-oriented focus for the business.
43. A business's brand promise is what the business intends to
1.
2.
3.
4.
name its product.
sell to the target market.
provide the customer.
use as a trademark.
44. What is an example of an employee reinforcing a firm's image through his/her job performance?
1.
2.
3.
4.
A customer waits on the telephone for several minutes while Matt confirms shipping information.
Susan advises her customer that the sofa is only available by special order.
Jack politely asks if his customer would like a beverage while s/he waits for car service.
Angela, a human resources manager, prepares the firm's employee newsletter every month.
45. One way of reinforcing the company's image through employee performance is by making sure employees have
1.
2.
3.
4.
thorough knowledge of the products.
comfortable work stations.
generous pay and benefit plans.
full access to customer databases.
46. What will probably happen to a business if it continuously fails to deliver on its brand promise?
1.
2.
3.
4.
Lose credibility
Improve sales volume
Increase market share
Decrease liability
47. Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient
and responsive business?
1.
2.
3.
4.
Requiring employees to respond to customer inquiries within 24 hours
Requesting that employees sign their timecards at the end of a pay period
Ensuring that employees wear clean uniforms during their shifts.
Allowing employees to establish their own service standards.
48. John communicates through all advertisements that his employees go through extensive training. What is John
doing?
1.
2.
3.
4.
Making a brand promise
Developing a campaign platform
Stating industry policies
Establishing product position
49. When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
1.
2.
3.
4.
Making a brand promise
Developing a campaign platform
Stating industry policies
Establishing product position
50. One way a company can reinforce its image is by
1. developing a financial plan.
2. training its employees.
3. conducting a competitive analysis.
4. identifying economic resources.
51. What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
1.
2.
3.
4.
Monitor has a nonglare screen.
Pre-installed software saves money.
Print capability is optional.
Models are available in many colors.
52. Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
1.
2.
3.
4.
What is the warranty?
What is it?
What is the price?
What's in it for me?
53. When salespeople explain the benefits of a technical product, what questions are they answering for customers?
1.
2.
3.
4.
What is the warranty?
What is it?
What is the price?
What's in it for me?
54. What type of product information might a salesperson be able to obtain from a manufacturer's representative?
1.
2.
3.
4.
How the product is made
What credit terms are available
How the product became popular
What inventory method to use
55. Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the
salesperson was not aware of the features, what should he do?
1.
2.
3.
4.
Tell the customer to contact the manufacturer
Explain that s/he is new and doesn't know
Try to serve the customer as best s.he can
Ask an available, experienced employee
56. How does a feature-benefit chart help a salesperson?
1.
2.
3.
4.
Evaluates customer reaction to the presentation
Explains the business's compensation rate to the salesperson
Determines which features and benefits appeal to each customer
Provides a quick reference to the salesperson about the product
57. A customer asks a specific product question that a new salesperson cannot answer. What should the new
salesperson do?
1. Tell the customer to contact the manufacturer
2. Explain that s/he is new and doesn't know
3. Try to serve the customer as best s/he can
4. Ask an available, experienced employee
58. A customer interested in buying an expensive product asks a question you can't answer. The customer leaves
without buying but promises to come back later. The only other person on hand who has the information you need
is a coworker who is helping a customer. What should you do?
1.
2.
3.
4.
Ask your coworker for the information as soon as his/her customer leaves.
Wait until the manager returns, and ask him/her for the information.
Write a memo to the manager requesting the information you need.
Interrupt your coworker to get the information before your customer returns.
59. Which of the following is part of establishing relationships with customers:
1.
2.
3.
4.
Using suggestion selling
Probing
Reaching closure
Sizing up the customer
60. Determine whether the following statement is true or false: All salespeople should use the step of the selling
process in which a relationship is established with the customer.
1.
2.
3.
4.
False, retail salespeople do not need this step.
True, all salespeople make every contact permanent.
False, industrial salespeople do not need this step.
True, this is an important step for all salespeople.
61. By what will the emphasis put on each phase of the selling process vary most significantly?
1.
2.
3.
4.
State and local laws
Economic climate
Product and client
Geographic area
62. After learning that a customer is interested in a computer that can produce sophisticated graphics, what should
be the salesperson's next step?
1.
2.
3.
4.
Trying to reach closure with the customer
Suggesting a specific computer to the customer
Trying to make the customer feel more relaxed
Giving the customer a price list
63. The phase of the selling process that includes writing up the order is
1.
2.
3.
4.
discovering needs.
prescribing solutions.
reaching closure.
establishing relationships.
64. What should a salesperson remember to do during the closing phase of the selling process?
1. Show the customer a product
2. Put the customer at ease
3. Ask the customer questions
4. Ask the customer to buy
65. If you feel you are asking too many questions but have not determined the customer's need or want, what can
you do to vary your approach?
1.
2.
3.
4.
Use questioning statements
Wait for the customer to ask questions
Ask questions more slowly
Speed up the pace of your questions
66. What should a salesperson explain to a customer when recommending a substitute item?
1.
2.
3.
4.
Buying motives
Exchange policies
Comparable features
Fringe benefits
67. Judy sold customers substitute computers for the iPad. What should she explain to the customers about the
substitute computers?
1.
2.
3.
4.
Buying motives
Exchange policies
Comparable features
Fringe benefits
68. A customer has been looking at different brands of the same product for several minutes. What is the most
appropriate sales approach to use under these circumstances?
1.
2.
3.
4.
"May I help you?"
"Good morning. How are you?"
"Brand X is on sale today."
"What can I do for you today?"
69. Analyze the following situation to determine how the sale was lost: Ms. Garcia asked a sales representative for
a handheld scanner she'd seen at a trade show. The sales representative said, "You don't want that scanner. It's
too slow and inaccurate. For a few more dollars, you can have this quality scanner instead." Ms. Garcia didn't buy.
What had the sales representative done?
1.
2.
3.
4.
Pointed out features of the scanner
Suggested trading-down
Criticized the original request
Referred to the new item as a substitute
70. What should the salesperson do when s/he is helping a customer and another customer enters the selling area?
1.
2.
3.
4.
Apologize to the first customer for helping the second customer
Leave the first customer to help the second customer
Acknowledge the second customer as soon as possible.
Ignore the second customer until finished with the first customer
71. What is good advice for a salesperson to follow when questioning customers?
1.
2.
3.
4.
Ask each customer the same questions
Ask impersonal questions
The more questions you ask, the better
Make sure customers answer your questions
72. Tim could not think of any more questions to determine a customer's need for a new stove. What should Tim
do?
1.
2.
3.
4.
Use questioning statements
Wait for the customer to ask questions
Ask questions more slowly
Speed up the pace of your questions.
73. On what does the speed of asking customers questions depend?
1.
2.
3.
4.
Type of product that is being sold
Number of other customers waiting
Amount of time left before the business closes
Pace of the customer's responses to your questions
74. A chair was purchased for $279.00, and the tax rate is 6%. What is the amount of tax?
A. $15.34 B. $16.74 C. $15.86 D. $14.74
75. A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping
charges?
A. $68.09 B. $67.08 C. $66.08 D. $69.09
76. A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and
delivery is $25. What is the total cost of the purchase?
A. $527.50 B. $553.88 C. $527.63 D. $552.63
77. What is usually an important step in processing a customer's telephone order?
1.
2.
3.
4.
Asking personal questions
Calculating gross profit
Checking product availability
Ending the call quickly
78. A small computer business does not stock the computer printer that a customer has requested. What should the
sales representative do?
A. B. C. D.
Take the customer's telephone number and call if the business decides to stock the printer Offer the customer free
ink cartridges if a computer is purchased
Tell the customer to try another business or competitor
Offer to call the printer's manufacturer to check availability and delivery dates
79. What is often one of the first steps in processing an incoming telephone order?
1.
2.
3.
4.
Checking for availability
Explaining pricing policy
Describing each item
Obtaining customer's name
80. When a customer's special order arrives, another customer who is on hand at the time asks to buy the item.
What should the salesperson do?
A. B. C. D.
Hold the item for the original customer and offer to place an order for the new customer Sell the item to the new
customer and refund the original customer's money
Hold the item for the original customer and get the new customer's name and address Sell the item to the new
customer and reorder for the original customer