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