Marketing Essentials Ch 15

When a customer is having difficulty making a buying decision, what should the salesperson do?

• Explain the characteristics of each product being considered

• Stop talking about the product

• Stop showing additional merchandise

• Encourage the customer to be impulsive

What does "up-selling" mean when using suggestion selling?

• Recommending large quantities

• Calling attention to special sales opportunities

• Making a positive suggestion

• Offering related merchandise

During what stage of selling should you educate a customer about the special care or special instructions an item requires?

• close

• follow-up

• departure

• evaluation

Colin sells camping gear at Northwestern Adventures. Just before he writes up a customer's purchase, he shows the customer the store's newest merchandise, particularly items that relate to the customer's purchase. What method is Colin using to sell additional merchandise?

• Developing and nurturing relationship marketing

• Offering related merchandise

• Recommending larger quantities

• Calling attention to special sales opportunities

What type of sales close would a customer view as a pressure tactic?

• Standing-room-only close

• Trial close

• Which close

• Direct close

Encouraging a customer to make a decision between two items is an example of a "service close."

• True

• False

Perfume and cosmetics salespeople sometimes offer customers a premium, such as a makeup bag or small botle of perfume with a purchase. This offer is part of a service close.

• True

• False

As a customer leaves a shop, the salesperson should thank him or her even if the customer has not made a purchase.

• True

• False

A salesperson can continue with the sales process if a trial close fails in a retain setting.

• True

• False

The time for suggestion selling is immediately before a sale is closed.

• True

• False