Chapter 13 Review

____ selling is direct contact with a prospective customer with the objective of selling a good or service.

• Individual

• Personal

• Product

• Customer

____ is the way in which a business provides services before, during, and after a purchase.

• A warranty

• Product support

• Selling

• Customer service

The process of making contact with people who are not expecting a sales contact are called a(n) ____.

• approach

• unexpected call

• cold call

• substitution

An office that is set up for the purpose of receiving and making customer calls for an organization is called a ____.

• call center

• phone area

• service center

• branch office

Employees who assist customers, take orders, and answer questions that come into the company via phone or website are called the ____.

• phone group

• sales team

• customer support team

• order department

Information and resources available to customers through the Internet is ____.

• feature-benefit selling

• online support

• web department

• sales and service

____ is personal selling done over the telephone.

• Online support

• Telemarketing

• Phone selling

• Customer support

The sales technique of showing products that are different from the originally requested product is called ____.

• cross selling

• substitute selling

• suggestion selling

• sales process

A ____ is the exchange of payment and product.

• selling process

• transaction

• charged expense

• barter exchange

Verbal or nonverbal signs that a customer is ready to purchase are called ____.

• buying signals

• sales indications

• ergonomics

• sales signs