Show:
Selling
overview
(ch.12)
Beginning
The Sale
(Ch. 13)
Presenting
Products
(Ch. 14)
Closing The
Sale
(Ch. 15)
Mixed
100

help customers make satisfying buying decisions with ongoing relationship

Selling

100

Logical reason for making a purchase

Rational motive

100

objection returned as a selling point

Boomerang Method

100

encouraging a customer to decide between two items

Which Close

100

  • 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? 

  • a.    answering    c.    restating    

b.    listening    d.    acknowledging

acknowledging

200

little or no previous experience with an item

Extensive Decision Making

200

locating potential customers without checking leads

Cold canvassing

200

vocabulary used with industrial buyers

Jargon

200

can be used when the price of a product will soon increase

standing-room-only close

200

  • When a customer is having difficulty making a buying decision, what should the salesperson do?

 

  • a.    explain the characteristics of each product being considered    

  • b.    stop talking about the product    

  • c.    stop showing additional merchandise    

d.    encourage the customer to be impulsive

stop showing additional merchandise

300

sales exchanges between two or more companies 

Organizational Selling

300

facial expressions, hand motions, and eye movements

Nonverbal communication

300

words that average customers can understand

Layman’s Terms

300

offering a customer a payment plan for a purchase

Service Close

300

  • Lee works in the men’s clothing department of a large department store. He noticed a regular customer inspecting an elegant suit. As  he approached the customer, he said, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Jesse using?

  •  

  • a.    merchandise approach    c.    service approach    

b.    greeting approach    d.    suggestion selling

greeting approach

400

Companies in touch with customers via Facebook and Twitter

Social media

400

Maintaining eye contact is an important way to show interest and establish a rapport with a customer.

True or False?

True

400

a list of reasons for not purchasing a product and possible responses

objection analysis sheet

400

used when the buying signal is strong

Direct Close

400

  • What type of sales close would a customer view as a pressure tactic?


  • a.    standing-room-only close    c.    which close    

  • b.    trial close    d.    direct close

standing-room-only close

500

direct contact between a salesperson and a customer

Personal Selling

500

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

True or False?

True

500

recommending a different product

Substitution Method

500

Software that is licensed for copying for a trial period, but payment must be made later.

cross-selling

500

  • “We really can’t buy this car because we have to repaint our house and replace our refrigerator.” What is the basis for this type of objection?


  • a.    price    c.    source    

  • b.    need    d.    time

 Need