Sales

Which of the following is an effective sentence for a salesperson to use when recommending a product to a customer:

"I believe this product will fully meet your needs."

Why might a salesperson offer a customer a different product even when the requested product is in stock?

A different product will better meet the customer's needs.

Which of the following is a helpful way for salespeople to remain customer-focused?

Ask questions.

A salesperson tells a customer that a certain computer case is perfect for his new laptop. This is an example of what type of product information?

Complementary products

Which of the following is part of closing a sale:

Completing the necessary paperwork

Which of the following has the greatest influence on a customer's buying decision:

Dominant buying motive

Why should a salesperson select a moderately priced product to show her/his customer?

It allows room for trading-up or trading-down.

How might selling an expensive item make the selling process different from selling an inexpensive item?

It may be more difficult to close the sale.

Which of the following would be the basis of a "need" decision to purchase a car:

John lives 10 miles from work, and no public transportation is available.

Determine which type of buying decision must be made first in the following situation: Bill is entering college in the fall and will not be allowed to submit any papers, reports, etc., in handwritten form.

Need.

A salesperson said, "As you can see, the larger capacity of these washing machines will enable you to wash more clothes at one time." The salesperson has identified what type of benefit for the product?

Obvious

How do customers benefit from the effective use of buying motives in selling:

Their needs and wants are satisfied.

Determine whether the following statement is true or false: Two customers may buy the same product to obtain different benefits.

True, products offer different benefits to different customers.

A salesperson lets a customer know that if she isn't completely satisfied with the product, she will receive a refund. This is an example of what type of product information?

Warranty, guarantee, and repair information

Which of the following must a salesperson know to translate features into benefits for customers:

Where to get necessary information

Using a step-by-step selling process helps salespeople to remain organized, gaining customer

confidence.

To explain a product's quality to customers, a salesperson should stress the product's

construction.

An important purpose of the sales talk as a step in the selling process is to

convince the customer of the product ' s benefits.

Some salespeople include a product demonstration in the selling process to

create interest and involve the customer.

A salesperson who tells a customer that a particular product will be easy to keep clean has presented a

customer benefit.

When explaining product features and benefits to a customer, it's important to remember that

customers buy benefits.

Salespeople use feature-benefit charts to help them

develop meaningful selling techniques

When a customer asks how long a product will last, s/he is interested in its

durability.

Feature-benefit selling should always occur

during the sales presentation.

A customer who wants to buy tickets for a white-water rafting trip to experience the adventure of the rapids has __________ buying motives.

emotional

When customers buy on the basis of their feelings or impulses, they are using __________ buying motives.

emotional

One of the best tools a salesperson possesses is her/his

enthusiasm for the product.

You are waiting on a customer who is having trouble deciding on which product to purchase. One way to assist the customer in making a buying decision is to

explain specific benefits.

To prepare a feature-benefit chart, a salesperson must know

facts about the product.

A salesperson points out that a delivery van has a driver's side air bag. The salesperson has identified a product

feature

Emotional buying decisions are based on

feelings.

If a salesperson is asked for product information that s/he doesn't have, s/he should

find out immediately.

The customer has decided to purchase a car but can't decide when to buy. The salesperson could assist by telling the customer that

for a limited time, the dealer is offering

When Sandy first meets a potential customer, she greets the person with a smile and shakes hands as she introduces herself. Then she asks questions to determine the customer's interests. This is her attempt to

gain customer confidence.

One of the purposes of establishing a relationship with a customer in the beginning of the selling process is to

gain the customer ' s confidence

A salesperson explaining the features and benefits of a good or service to a customer should avoid using ___________ terms.

general.

Adam is a financial manager looking for potential customers who might be interested in investing in a certain hedge fund. He is in the process of

generating sales leads.

While explaining the price difference between two garden hoses, a salesperson said, "Although they look alike, this one is more durable. It is made of higher quality material which is guaranteed for 20 years." The salesperson has identified a(n) __________ benefit.

hidden

The most significant product information a salesperson should know is

how the product can and should be used.

Customers are often interested in where products come from and

how they are manufactured

It is very common for a customer to ask

if a product comes in another style or color.

An intranet is a place a salesperson might look for product information included in

internal sales records.

A new sports car has bright red paint. The bright paint is a feature rather than a benefit of the car because

it is a physical characteristic of the car

The best way to prepare for recommending specific products is to

know the products well.

The salesperson who is trying to determine customers' buying motives should

listen to the customer

Salespeople provide the most valuable service to customers when they help them

meet their needs

Since her family is moving to another town, Mary feels she should buy a car to drive to school. This is an example of a ____________ decision.

need

When a customer asks, "Why should I buy?" the person is making a ___________ decision.

need.

Recommending specific products to customers can boost profits by creating

repeat business

The first step in the process of recommending specific products to customers is to

review the customer's needs.

Salespeople can gain the respect of their customers by exhibiting

self-confidence.

When a customer buying an appliance, piece of electronics, or vehicle asks questions about repairs, the salesperson should explain features and benefits relating to its

service and warranty.

A true statement about the steps of the selling process is that they

should be performed consecutively.

To help customers reach buying decisions, the salesperson should describe a product in ___________ terms.

specific.

Individuals who are planning a career in selling should understand that

there is no single, correct selling process.

Salespeople should be confident when recommending specific products to customers because

they are providing a needed service.

Rational buying decisions are based on

thoughts

Salesperson: "This is a popular item that is hard for us to keep in stock." The salesperson is helping a customer make a ____________ decision.

time

If you buy today, your payments may be made over an extended period. Our credit department will help you with a payment plan." This salesperson is helping the customer make a ___________ decision.

time.

Jared, a salesperson at a sporting-goods store, suggests that his customer purchase a less expensive tennis racket that will still meet his needs of playing just a few times a year. This is an example of

trading-down

Emilie, a catering manager, recommends that her customer serve steak at a business lunch rather than chicken. Though it's slightly more expensive, she feels it will make a better impression on the customer's potential new clients. This is an example of

trading-up.

Your company's product has an exclusive feature that is not offered by similar products on the market. For consumers, this product provides a(n)

unique benefit.

Your company, a dairy, delivers ice cream to its customers. Other dairies in the area do not offer this service. This is an example of a

unique feature.

The first step a salesperson should take in acquiring product information is to

use the product.

A salesperson can suffer from "expert-itis" if s/he

uses too much industry jargon

A restaurant server lets a customer know that a certain dessert contains pecans. This is an example of information about

what's in a product

By observing customers' facial expressions, you can learn

which selling points appeal to them

Salespeople may contribute and edit content on a product-specific website known as a

wiki.

The most important reason for salespeople to follow up a sale is to

reassure the customer

Which of the following is a true statement:

Customers can be driven by multiple buying motives.

What buying decision are customers making when they choose to shop at a store because they prefer the brand of goods sold there?

Place.

Which of the following is a factor that affects the customer's selection of a business from which to buy:

Business's employees.

Which of the following is an example of a rational buying decision:

Buying a new furnace to cut down on energy costs

Which of the following is a true statement about customers' buying decisions:

Buying decisions are often a combination of emotional and rational reasons.

Which of the following is an example of an emotional buying decision

Buying popsicles because they remind you of fun childhood summers

Which of the following is an example of a customer buying decision based on the product:

Buying the Premium Model XLT digital telephone.

Which of the following would indicate to customers that the salesperson wants to listen:

Empathizing with customers

Which of the following buying motives could best be described as emotional:

Group approval

Which of the following is a way that the effective use of buying motives benefits the business:

Income is increased

The best source of specific information on a product's construction and materials is

Manufacturer's Publications

Which of the following is a good source of product information:

Personal experience

Mr. Bailey needs a new lawn mower. He has seen several attractive ads in the newspaper but says. "I think I'll just go to the hardware store; I always get good service there." Which of the following types of buying decisions is Mr. Bailey making:

Place.

The fact that a product carries a warranty might influence which of the following buying decisions:

Price

Which of the following consumer buying decisions are most affected by the availability of customer services:

Price and place.

Which of the following is a patronage buying motive

Product assortment

Which of the following is an example of marketing literature that can provide useful product information:

Product brochure

Which of the following types of product information is provided by a manufacturer:

Product manuals

Which of the following is an excellent way to prompt a customer to make a buying decision:

Reaffirm the products quality.

Which of the following is a guideline for the use of product information in selling:

Remember that features tell, but benefits sell.

Which of the following is a true statement regarding selling to retail and industrial customers:

Salespeople must realize that retail customers have different buying motives than industrial ones do.

Follow-up calls or letters are a part of the step in the selling process known as

reaffirming the buyer-seller relationship

A statement such as "I understand why you feel that way" is a typical example of which of the following techniques:

Showing interest in the customer

A customer interested in buying a stereo was told by the salesperson the stereo's size, weight, number of transistors, and amount of wiring, but the customer left without buying. What did the salesperson do wrong?

Sold product features instead of customer benefits

Which of the following could you get from customers that would be useful in selling:

Testimonials

Why do salespeople attempt to determine customer buying motives?

To complete successful sales transactions

Which of the following is an example of how product information is useful during a sales presentation:

To overcome customer objections

Determine whether the following statement is true or false: Both retail and industrial salespeople must discover their customers ' needs/wants

True, this is a step in the selling process that is common to both

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.

True, this is an important step for all salespeople

A salesperson tells a customer that a certain smartphone possesses a one-of-a-kind keyboard feature that makes it easier to text. This is an example of what type of product information?

Unique/Interesting product features

What should a salesperson avoid doing while helping a customer reach buying decisions?

Using high-pressure techniques.

Acquiring product information makes sales presentations more

accurate.

Before a salesperson can sell a product, s/he must

acquire knowledge about it.

Sizing up a customer's personality helps a salesperson to

adjust the approach to fit the customer

If a customer wants to be fashionable, the salesperson should emphasize features and benefits related to the product's

appearance.

The last step in the process of recommending specific products to customers is to

ask the customer for the sale

Retail and industrial salespeople use the steps of the selling process in

basically the same way

When customers make purchases, they are actually buying the __________ that products offer

benefits

Reasons that cause people to purchase products are called

buying motives.

Sizing up customer needs/wants helps to reduce selling time and customer dissatisfaction, as well as enabling salespeople to

call on/serve more customers

Closing the sale usually includes handling customers ' concerns about the product, which are known as customer

objections.

When the product the customer requests is not in stock, the salesperson should

offer a substitute product.

After determining customers' needs/wants, salespeople should be ready to

offer solutions

The initial questions asked of a customer should be based on the common buying motives for the good or service because customers

often buy goods or services for similar reasons

Customers purchase from one business rather than another because of __________ buying motives.

patronage

Salespeople often gain firsthand knowledge about the features and benefits of the products they sell from

personal experience

The best source of product information for use in selling is

personal experience.

A resort property might promote its convenient location, variety of services, and reputation for quality in order to help potential guests make the decision.

place

If a customer tells a salesperson that s/he can buy a similar product from another company for a much better price, that salesperson should respond by

pointing out the benefits of his/her company's product.

Successful careers require

preparation.

The first step a salesperson must take in the selling process is to

prepare.

How much should I pay?" is a buying decision that is usually closely related to the ____________ decision.

product

The emphasis put on each phase of the selling process varies according to

product and customer.

A customer is interested in a particular dress, but the size available is too large. By offering to order the dress in the needed size, the salesperson is helping the customer to make a ___________ decision.

product.

A customer who already knows the brand s/he wants does not need help with the __________ buying decision.

product.

Using a step-by-step selling process is likely to increase company

profits.

Adam is determining if potential customers have the money and interest to invest in a certain hedge fund. He is in the process of

qualifying sales leads

To determine if a customer requires help in making buying decisions, the salesperson should

question the customer.

To discover customer needs/wants, the salesperson should be skilled at

questioning and listening

The concern for a product's durability can best be described as a(n) __________ buying motive

rational

When people make purchases on the basis of reason or logic, they are using __________ buying motives.

rational