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

• A “What is the warranty?

• B “What is it?”

• C “What is the price?”

• D “What is in it for me?”

How does a feature-benefit chart help a salesperson?

• A Evaluates customer reaction to the presentation

• B Explains the business's compensation rate to the salesperson

• C Determines which features and benefits appeal to each customer

• D Provides a quick reference to the salesperson about the product

Geri asks a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson is not aware of the features, what should the employee do?

• A Tell the customer to contact the manufacturer

• B Explain that she or he is new and does not know

• C Try to serve the customer as best she can

• D Ask an available, experienced employee

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?

• A Ask a coworker for the information as soon as his or her customer leaves

• B Wait until the manager returns, and ask him or her for the information

• C Write a memo to the manager requesting the information needed

• D Interrupt a coworker to get the information before the customer returns

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

• A Monitor has a no?n-glare screen.

• B Pre-installed software saves money.

• C Print capability is optional.

• D Models are available in many colors.

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

• A Trying to reach closure with the customer

• B Suggesting a specific computer to the customer

• C Trying to make the customer feel more relaxed

• D Giving the customer a price list

Which is part of establishing relationships with customers?

• A Using suggestion selling

• B Probing

• C Reaching closure

• D Sizing up the customer

Determine whether this statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer.

• A False, retail salespeople do not need this step.

• B True, all salespeople make every contact permanent

• C False, industrial salespeople do not need this step.

• D True, this is an important step for all salespeople.

What should a salesperson remember to do during the closing phase of the selling process?

• A Show the customer a product

• B Put the customer at ease

• C Ask the customer questions

• D Ask the customer to buy

Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?

• A Buying motives

• B Exchange policies

• C Comparable features

• D Fringe benefits