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