Marketing: Chapter 13 Review

Maintaining eye contact is an important way to show interest and establish a rapport with a customer.

• True

• False

As a salesperson making an approach, it is easier to engage a customer when you are in a retail sales situation than when you are in an organizational sales situation.

• True

• False

For some products, it is essential that the customer buy the proper size. When size is an important factor, it is acceptable for a salesperson to ask directly for a customer’s weight.

• True

• False

Determining a retail customer’s needs is done immediately after the approach.

• True

• False

Feature-benefit selling refers to the basic physical attributes of a product.

• True

• False

How might a customer feel if you asked several questions in a row?

• empathetic

• misunderstood

• uncertain

• cross-examined

During which step of the sale should you learn what the retail customer is looking for in a good or service?

• approaching the customer

• determining needs

• presenting the product

• overcoming objections

Lee works in the men’s clothing department of a large department store. He notices a regular customer inspecting an elegant suit. As he approaches the customer, he says, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Lee using?

• merchandise approach

• greeting approach

• service approach

• suggestion selling

How should a salesperson approach a customer who is in a hurry?

• cautiously

• not at all

• quietly

• quickly

In an organizational sales situation, when are the customers’ needs usually determined?

• when prospecting

• immediately after the approach

• when engaging the customer

• during the first meeting