50-54
55-59
60-64
65-69
70,1,5,15,50
100
Follow the business's selling policies
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
100
What's in it for me?
When salespeople explain the benefits of a technical product, what questions are they answering for customers?
100
Acknowledge the second customer as soon as possible.
What should the salesperson do when s/he is helping a customer and another customer enters the selling area?
100
Ask impersonal questions
What is good advice for a salesperson to follow when questioning customers?
100
Calling to make sure the products are satisfactory
What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?
200
How the product is made
What type of product information might a salesperson be able to obtain from a manufacturer's representative?
200
Ask an available, experienced employee
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?
200
Brand X is on sale today."
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?
200
Criticized the original request
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?
200
Hold the item for the original customer and offer to place an order for the new customer
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?
300
Financial resources
What is an internal factor that affects the selling policies of a business?
300
What's in it for me?
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
300
Use questioning statements
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?
300
Offer to call the printer's manufacturer to check availability and delivery dates
A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do?
300
Make sure the mistake is corrected
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?
400
Calling to make sure the products are satisfactory
What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?
400
Provides a quick reference to the salesperson about the product
How does a feature-benefit chart help a salesperson?
400
Suggesting a specific computer to the customer
After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?
400
Pace of the customer's responses to your questions
On what does the speed of asking customers questions depend?
400
Restate the complaint
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
500
Providing ample product information
Which is a pre-sale opportunity for salespeople to provide customer service?
500
Ask an available, experienced employee
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
500
Product and client
By what will the emphasis put on each phase of the selling process vary most significantly?
500
Comparable features
What should a salesperson explain to a customer when recommending a substitute item?
500
Make sure you clearly understand customers' inquiries
What is a guideline for employees to follow in handling customer inquiries?
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