Marketing 2.08-2.09

A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?

• Tell the customer to contact the manufacturer  
• Explain that s/he is new and doesn't know
• Try to serve the customer as best s/he can
• 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?

• Tell the customer to contact the manufacturer  
• Explain that s/he is new and doesn't know
• Try to serve the customer as best s/he can
• Ask an available, experienced employee

How does a feature-benefit chart help a salesperson?

• Evaluates customer reaction to the presentation
• Explains the business's compensation rate to the salesperson  
• Determines which features and benefits appeal to each customer
• Provides a quick reference to the salesperson about the product

What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?

• Monitor has a nonglare screen. 
• Pre-installed software saves money
• Print capability is optional.
• Models are available in many colors.

When salespeople explain the benefits of a technical product, what questions are they answering for customers?

• What is the warranty? 
• What is it? 
• What is the price? 
• What's in it for me? 

Josh wants to know more about the benefits of his new iPad. What about the iPad he wants to know?

• What is the warranty? 
• What is it? 
• What is the price? 
• What's in it for me? 

After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?

• Trying to reach closure with the customer
• Suggesting a specific computer to the customer
• Trying to make the customer feel more relaxed
• Giving the customer a price list

By what will the emphasis put on each phase of the selling process vary most significantly?

• State and local laws 
• Economic climate 
• Product and the client 
• Geographic area 

Which type of product information might a salesperson be able to obtain from a manufacturer's representative?

• How the product is made
• What credit terms are available
• How the product became popular
• What inventory method to use

A customer interested in buying an expensive product asks a question the sales representative cannot answer. The customer leaves without buying anything, but promises to come back later. The only other person on hand who has the information needed is a coworker who is helping a customer. What should be done?

• Ask a coworker for the information as soon as his or her customer leaves
• Wait until the manager returns, and ask him or her for the information
• Write a memo to the manager requesting the information needed
• Interrupt a coworker to get the information before the customer returns