Marketing Chapter 12-14 Quiz

1.

1 point

How should a salesperson handle customers’ objections

Listen to and acknowledge objections

Restate the objections

Answer the objections

All of the above

2.

1 point

Steps of the selling process are

Approaching the customer and presenting the product

Determining needs and overcoming objections

Suggestion selling and closing the sale

All of the above

3.

1 point

What is the boomerang method?

A way the customer makes an objection

A way to handle a customer’s objection

A way to handle a customer’s objection by having a third person give a testimonial

None of the above

4.

1 point

What do you need to have to use the third-party method?

A way to provide a testimonial about a product

A product similar to the one the customer the customer is hesitant about

A customer who is ready to buy

A way to demonstrate the product

5.

1 point

What is personal selling?

Any form of direct contact between a salesperson and a customer

A business-to-business selling method

Telemarketing

The pre-approach to selling

6.

1 point

What are customer benefits?

A product features

None of the above

The advantages of a product or service for a specific customer

An emotional motive

7.

1 point

When should a salesperson determine a customer’s needs?

As soon as possible

Only when the customer shows interest in a product

Only when the customer hesitates

Only if the customer talks to the salesperson

8.

1 point

How can a salesperson determine a customer’s needs?

By observing

By listening

By asking

All of the above

9.

1 point

What is the endless chain method?

A form of referral

Sales quotas

Cold canvassing

A prospect

10.

1 point

How is routine decision making different than extensive decision making?

Routine decision making occurs when the customer does not need a lot of information and extensive decision making occurs when there is a need for a lot of product information

Routine decision making often involves brand loyalty, extensive decision making most often does not Routine decision making often involves brand loyalty, extensive decision making most often does not

In routine decision making the perceived risk is low, in extensive decision making the perceived risk is high

All of the above

11.

1 point

What are objections?

The same thing as an excuse

A customer’s doubt or a reason for not making a purchase

A sign that the customer will definitely not make a purchase

None of the above

12.

1 point

What is the service approach?

An observation method

Making a comment about the product a customer is interested in

Asking the customer if she or he needs any help

The same thing as the greeting approach

13.

1 point

Why is determining customer needs important?

It is part of the selling process

It allows the salesperson to find out more about the customer

It helps the salesperson to recommend the right product or service

All of the above

14.

1 point

What are three ways to make a product presentation interesting?

Handle and demonstrate the product

Use sales aids (samples, reviews, etc)

Involve the customer

All of the above

15.

1 point

Why is a feature-benefit chart a useful selling tool?

Because it allows the salesperson to know what decision making process the customer will go through

Because it recaps all the specific product features and the customer benefits

Because it shows the salesperson what the customer’s motives will be

None of the above