Unit 5 - Chapters 12 - 16

Question 1

_____ _____ are advantages or personal satisfaction a customer will get from a good or service.

Answer 1

Customer benefits

Question 2

Matching the characteristics of a product to customers’ needs and wants is called _____ _____ selling.

Answer 2

feature-benefit

Question 3

Product features may be _____ , _____ , or _____ attributes of the product or purchase.

Answer 3

basic, physical, extended

Question 4

A customer may have _____ and _____ motives for buying a new car

Answer 4

rational, emotional

Question 5

_____ decision making is used when there is a high degree of perceived risk because the customer has little or no previous experience with the purchase and the item is very expensive

Answer 5

Extensive

Question 6

Getting ready for the sale is called the _____ in selling.

Answer 6

preapproach

Question 7

The four main sources for developing _____ _____ are direct experience, printed materials, other people, and formal training.

Answer 7

product knowledge

Question 8

Looking for new customers is called _____.

Answer 8

prospecting

Question 9

Satisfied customers often give _____ , names of other people who might want to buy the product.

Answer 9

referrals

Question 10

Preparing for the sale in retail selling centers around _____ and _____

Answer 10

housekeeping, stock-keeping

Question 11

What are the 7 steps of a sale?

Answer 11

approaching the customer, determining needs, presenting the product, overcoming objections, closing the sale, suggestion selling, and relationship building

Question 12

What are the 3 purposes of the approach?

Answer 12

begin conversation, establish rapport, focus on the merchandise

Question 13

During the initial approach in a business-to-business selling situation, what is the first thing sales-people should do?

Answer 13

introduce themselves and their company while shaking hands with the customer

Question 14

What are some examples of appropriate small talk in a business-to-business selling situation that involves a customer with whom you have had previous contact?

Answer 14

talking about personal topics such as family and hobbies or industry trends

Question 15

What is the most effective retail sales approach?

Answer 15

merchandise

Question 16

What is the problem with the retail service approach, “May I help you?”

Answer 16

in most cases the customer response is “no” and thus the goals of the approach cannot be accomplished

Question 17

What is the main purpose for the determining needs step of the sale?

Answer 17

uncover the customer’s motives, needs and wants so that the rest of the sales process may focus on them

Question 18

In the sales process, you should begin determining needs _____

Answer 18

as soon as possible

Question 19

What are 3 methods that may be used to determine needs?

Answer 19

listening, observing, asking questions

Question 20

What are 2 things a salesperson should not do when questioning customers?

Answer 20

ask personal questions, ask a series of questions in a row

Question 21

What is the goal of the product presentation?

Answer 21

match customer’s needs and wants with product features

Question 22

When you don’t know your customer’s price range, and knowledge of the intended use is insufficient to determine a price range, what should you do?

Answer 22

begin showing a medium-priced product

Question 23

To best describe your product during the product presentation, what is it a good idea to do?

Answer 23

use descriptive adjectives and action verbs; avoid slang and; and/or use layman’s terms

Question 24

To make a product presentation come alive, what should you do?

Answer 24

handle the product with care, display it creatively, demonstrate its selling points, use sales aids, and involve the customer in the sale

Question 25

What are objections?

Answer 25

concerns, hesitations, doubts or other honest reasons a customer has for not making a purchase

Question 26

Why should you welcome and plan for objections?

Answer 26

they can guide you in the sales process by helping you redefine the customer's needs and determine when the customer wants more information

Question 27

What are the 5 buying decisions upon which most objections are based?

Answer 27

need, product, source, price, and time

Question 28

What is the four-step method for handling objections?

Answer 28

listen carefully, acknowledge the customer's objection, restate the objection, answer the objection

Question 29

When an objection is based on a product's high price, what method should the salesperson use for handling objections

Answer 29

superior point method

Question 30

What is the adage that exemplifies the demonstration method for handling objections?

Answer 30

"Seeing is believing"

Question 31

You _____ the sale when your customer is ready to buy.

Answer 31

close

Question 32

To detect an opportunity to close the sale, look for _____ _____.

Answer 32

buying signals

Question 33

The _____ _____ is a closing method that encourages a customer to make a decision between two items.

Answer 33

which close

Question 34

The _____ _____ is a closing method in which you ask for the sale.

Answer 34

direct close

Question 35

The _____ _____ _____ close should only be used when a product is in short supply or the price will be going up in the near future.

Answer 35

standing room only

Question 36

In the _____ _____ , the salesperson can use special services to help close the sale, such as gift wrapping, special sales arrangements, warranties, and guarantees, or bonuses and premiums.

Answer 36

service close

Question 37

_____ _____ involves selling customers items that will save them time and money or make the original purchase more enjoyable.

Answer 37

Suggestion selling

Question 38

Obtaining positive agreement from the customer to buy is _____ _____ _____ .

Answer 38

closing the sale

Question 39

_____ _____ involves the strategies businesses use to stay close to their customers.

Answer 39

Relationship marketing

Question 40

A _____ _____ is the initial effort to close the sale.

Answer 40

trial close

Question 41

More and more retailers, especially department stores and clothing stores, are using electronic _____ to enter sales transactions, while supermarkets are using _____ _____ .

Answer 41

wands, optical scanners

Question 42

Two types of widely used codes for electronic entry are the _____ and the _____ .

Answer 42

UPC, UVM

Question 43

Coins and currency designated for the register for a given day's business are collectively called the _____ _____ _____ .

Answer 43

opening cash fund

Question 44

A(n) _____ is a bill for merchandise purchased.

Answer 44

invoice

Question 45

The price for one pair of panty hose when three pairs are $15.25 is _____ .

Answer 45

$5.08

Question 46

The _____ _____ is the maximum amount a salesperson may allow a customer to charge without getting special authorization.

Answer 46

floor limit

Question 47

If a customer purchases tow items at $19.99 each and the sales tax is 6%, _____ is due from the customer for the total purchase.

Answer 47

$42.38 ($19.99 x $2 = $39.98 x 1.06 (6% + 100%) = $42.38)

Question 48

A(n) _____ _____ is a legal contract between the buyer and the supplier.

Answer 48

purchase order

Question 49

In a business-to-business transaction, a buyer who wants to take advantage of the discount offered on a January 12th invoice that has dating terms of 2/10, net 30, could do so if he or she made payment by _____ .

Answer 49

January 22

Question 50

With F.O.B. _____ _____ the buyer pays the shipping costs and is responsible for losses or damages that occur in transit.

Answer 50

shipping point