Selling 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

Step in the sales process in which the salesperson makes the first in-person contact with a potential customer.

• Greeting approach

• Service approach

• Approach

• Merchandise approach

Moment when a customer agrees to buy a product.

• Close

• Overselling

• Sales process

• Lead

B2C approach that combines the greeting and merchandise approaches.

• Service approach

• Greeting approach

• Merchandise approach

• Combination approach