Marketing chp. 12-16

It is important for a salesperson to use words that are vague in making a product presentation so that the customer will not be swayed by the salespersons biases

False

Maintaining eye contact and letting the customer speak are part of the acknowledge step in handling objections

False

Recommending larger quantities as a suggestion selling technique is most often used in retail sales as a post to B2B selling

False

Retail salespeople receive extensive formal training to prepare for their responsibilities

False

The Changs are remodeling the kitchen in their home. They have selected Truly Fine floor covering because they trust the Truly Fine company's reputation for quality. Therefore, the company's reputation is a tangible product feature for the Changs

False

The goal of selling is for the salesperson and business to make a profit

False

The goal of the product presentation is to present the products skillfully to the customer

False

The least effective sales approach is the greeting approach since it does not focus on the merchandise

False

The length of time a customer holds a product can indicate the customers intended use for it.

False

The pre-approach in B2B selling includes taking inventory

False

The sixth step in the sales process is closing the sale

False

The time for suggestions selling is immediately before a sale is closed

False

There are seven specialized methods for handling objections

False

When a customer objects to purchasing an item, it is best to be brief and ask, "Why do you object?"

False

When trying to close a sale, a salesperson should not refer to the previous customer objections even if the objections were resolved

False

The sales person 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 service. The calls exemplify the after-scale activity known as ____

Follow-up

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?

Greeting approach

"My spouse and I would love to take this trip to Hawaii that you've decided, but we have to repaint our house and we really should replace our refrigerator." What is such an objective based on?

Need

Although employer leads are often generated for new workers, most businesses require their salespeople to develop their own prospects

True

As a customer leaves a shop, the sales person should thank him or her even if the customer has not made a purchase

True

Demonstrating a product in use builds customer confidence

True

Determine a customer's needs is the same as uncovering their buying motives

True

Determining a retail customer's needs is done immediately after the approach

True

Handling a product with respect indicates a degree of quality to the item

True

In B2B selling the salesperson should always give the prospect a business card

True

In retail selling, vacuuming and dusting are part of the preapproach to the sale

True

Internet questionnaires are an important part of relationship marketing

True

Involving the customer as soon as possible in the presentation is important in helping them to make an intelligent buying decision

True

Maintaining eye contact is an important part of communicating and establishing a relationship with a customer

True

Making decisions about what products to show and what price ranges to offer the customer are important parts of the product presentation phase

True

Many perform and make-up sales people offer customers a gift such as a make-up bag or small bottle of perfume with the purchase. This offer is a part of a service close

True

Prospecting is a vital part of business to business sales but only a small part of retail sales.

True

Qualifying a prospect financially usually requires a credit check

True

The follow up includes making arrangements to keep all promises made during the selling process

True

The pre-approach in retail sales helps salespeople become more familiar with the products they will be selling

True

The use of sales aids such as DVDs is often s helpful tool in product presentations

True

Using words such as you or your will create an ownership mentality with the customer

True

Do you like Sony or Cannon camera is an example of what closing technique?

Which

A technique that answers objections by showing the customer how to operate a product is called the ___ method

demonstration

During what stage of selling should you educate a customer about the special care or special instructions an item requires?

departure

In which step of the sale should you learn what the retail customer is looking for in a good or service

determining needs

Questions that require more than a yes or no answer are called _____ questions

open-ended

A salesperson can use newspaper articles, graphs, and customer testimonials as sales ____________________ in presenting a product.

AIDS

The mnemonic device used to remember the steps of a sale

ANPOCS

A salesperson should avoid asking the customer too many questions as this may put the prospect on the defensive

True

A salesperson should close the sale when the customer is ready to buy

True

The features related to a products intended use are called

Basic

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.

Denial

"May I write up your order now?" is a question to be used during a(n) ______ close.

Direct

When are the customers' needs usually determined in a business-to-business sales situation?

During the preapproach

Keith needs a new car work. He is looking at gas saving models that are reliable. He has a _____ motive for his future purchase.

Emotional

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 has a(n) _______ motive for her purchase

Emotional

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?

Extended product feature

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

Extensive

A printed advertisement that is targeted to people between 15 and 19 years old is an example of personal selling

False

A sales person should not take away items an undecided customer is no longer interested in

False

As a salesperson making an approach, it is easier to engage a customer when you are in a retail sales situation than when you are in an organizational sales situation

False

If a customer stops to look at a particular item, the salesperson should use the service approach

False

An effective way of maintaining the customers interests in a product presentation is to ______ the customer in the presentation

Involve

The Frisina's 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 US. What type of decision making will the Frisinas use to select next years trip?

Limited

Maintaining eye contact, providing feedback, and giving customers undivided attention are important parts of the need determining method knows as _____

Listening

The most effective initial approach for a customer focusing on a product is usually the ____ approach method

Merchandise

Birth announcements and a notice of new mergers can be best found using what source for potential customers

Newspaper

Jorge is a pharmaceutical salesperson for Benway Drug Company. Jorge travels to doctors offices everyday to meet personally with the physicians. Jorge is in ______ sales.

Outside

Ralph does not buy corduroy jackets because he feels they make him look heavy. Ralph's buying objection is based on the _____

Product

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

Service

Courtney owns an art gallery. Recently, she heard a customer say, "This landscape painting will be perfect for the north wall in my dining room." Courtney recognized the customers implied ownership as a buying ____

Signal

The rebates on that truck end today. This is an example of which closing technique?

Standing room only close

In response to a customer complaint about the high price of a product the salesperson says: "yes this product is expensive but if you consider all the extra features you are getting it's more than worth the extra money." this is an example of which method of handling objections?

Superior point

"I need to talk this over with my wife before I make the purchase," is an example of what type of customer objection ?

Time

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 this comment represent?

acknowledging

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?

cold canvassing

According to marketing essentials, how does a customer feel when you ask several questions in a row

cross-examined

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?

formal training

Facial expressions, hand motions, and eye movements are part of _____ communication

nonverbal

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?

offering related merchandise

What is the easiest and most effective method of suggestion selling?

offering related merchandise

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 replies, "Let's read over the directions together. What is the first direction you find confusing?" What method of handling objections is the salesperson using?

question

The sales close that should be used infrequently because it can be viewed by the customer as a pressure tactic is the

standing room only close

What should the salesperson do when a customer is having difficulty making a buying decision?

stop showing additional merchandise