EOPA - Selling

Roy is taking a class on how to use the new software he just purchased for his business. The class is

offered by the store where he purchased the software. What aspect of customer service does this

situation illustrate?

• A. Customer training

• B. Credit/Financing

• C. Order processing

• D. Installation

What is a benefit to the salesperson of building a clientele?

• A. Obtaining referrals from loyal customers

• B. Reducing selling costs

• C. Supporting the company image

• D. Securing customer acceptance of higher prices

Terms-of-sale selling policies cover such conditions of the sale as

• A. credit, delivery, and discounts.

• B. installation and maintenance.

• C. discounts, guarantees, and returns.

• D. entertaining the customer and prospecting.

A salesperson is most likely to find out how effectively a product actually functions in normal, everyday

use from a(n)

• A. advertiser..

• B. competitor.

• C. designer.

• D. customer.

One way for salespeople to answer a customer's question about the difference between two items is to

explain

• A. construction and materials.

• B. appearance and style.

• C. unique or novel features.

• D. use and durability.

One of the purposes of establishing a relationship with a customer in the beginning of the selling process

is to

• A. put the customer on guard.

• B. make a single sale.

• C. gain the customer's confidence.

• D. prevent customer objections.

Salespersons can demonstrate their enthusiasm for the products they sell through

• A. tone of voice.

• B. physical contact.

• C. customer endorsements.

• D. indifferent expressions.

The salesperson can check his/her understanding of what the customer has said by asking __________

questions.

• A. interpretive

• B. personal

• C. open-ended

• D. numerous

After determining that the product requested by the customer is not available, the salesperson's next

steps in substitute selling are to

• A. explain how to care for the product and reinforce the customer's decision.

• B. evaluate the customer and select substitute products.

• C. reinforce the customer's decision and close the sale.

• D. clarify the customer's need and select substitute products.

Jason works for Sky Airlines. When reserving airline tickets for customers by telephone, Jason needs to

obtain the customer's desired arrival and departure locations, travel dates, and

• A. passport and credit card information.

• B. identification number and email address.

• C. contact and payment information.

• D. telephone number and travel code.