Show:
Unit 2
Unit two
Unit II
Unit dos
Unit deux
100
Pre-installed software saves money.
What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
100
Suggesting a specific computer to the customer
What is After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?
100
Checking product availability
What is usually an important step in processing a customer's telephone order?
100
Jack politely asks if his customer would like a beverage while s/he waits for car service.
What is an example of an employee reinforcing a firm's image through his/her job performance?
100
To protect the producer and the seller
What is a purpose of warranties and guarantees?
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
Making a brand promise
John communicates through all advertisements that his employees go through extensive training. What is John doing?
200
Product and client
By what will the emphasis put on each phase of the selling process vary most significantly?
200
Make sure you clearly understand customers' inquiries
What is a guideline for employees to follow in handling customer inquiries?
200
Enforced with reasonable firmness
Which of the following is an appropriate characteristic for a firm's selling policies:
300
Being patient, flexible, and empathetic
What should help business people adapt their communication styles to appeal to clients from other cultures?
300
thorough knowledge of the products.
One way of reinforcing the company's image through employee performance is by making sure employees have
300
Robinson-Patman Act
What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
300
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?
300
thorough knowledge of the products.
One way of reinforcing the company's image through employee performance is by making sure employees have
400
Calling to make sure the products are satisfactory
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?
400
Slow/Methodical
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."
400
Use questioning statements
Tim could not think of any more questions to determine a customer's need for a new stove. What should Tim do?
400
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?
400
To control expenses
Why would a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner?
500
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?
500
Express
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.
500
$552.63
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?
500
Make sure the mistake is corrected
What should you do to demonstrate a customerservice mindset in the following situation: An irate business customer yells at you because of a billing error?
500
Joe because he will get more repeat business
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?