Marketing Chapter 14

During a presentation, what is the maximum number of items a salesperson should show a customer at one time?

• one

• two

• three

• four

A customer in a computer store tells the salesperson, "I can't buy this software program. I don't understand the directions. "The salesperson replies, "Let's read over the directions together. What is the first direction you find confusing?" What method of handling objections is the salesperson using?

• question

• need

• acknowledging

• listening

"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?

• question

• need

• acknowledging

• listening

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?

• question

• need

• acknowledging

• listening

In which selling situation is using the latest jargon acceptable?

• retail clothing to young adults

• beds and dressers to hotel managers

• computer products to parents of school-age children

• home gardening tools to first-time gardeners

In some sales situations, a salesperson can incorporate anticipated _______________ in the presentation.

• superior point

• testimonials

• involve

• objections

An effective way of holding the customer's attention in a product presentation is to ____________________ the customer in the presentation.

• superior point

• testimonials

• involve

• objections

Using ____________________ from satisfied customers is a third-party method of handling objections.

• superior point

• testimonials

• involve

• objections

Tanya uses the ____________________ when assuring customers that her store's vintage merchandise is one of a kind.

• superior point

• testimonials

• involve

• objections

Objections based on _______________ are common with high-quality merchandise.

• price

• place

• promotion

• product