Chapter 14 Test Review

When a customer objects to purchasing an item, it is best to be brief and ask, “Why do you object?”

• True

• False

It is important for a salesperson to use words that use generalized descriptions in making a product presentation so that the customer will not be swayed by the salesperson’s biases.

• True

• False

The goal of the product presentation is to skillfully present the products to the customer.

• True

• False

If a customer wants an item that is out of stock, a salesperson might suggest a different product that would suit the customer’s needs.

• True

• False

It is acceptable for a salesperson to use jargon during a business-to-business or industrial sales presentation.

• True

• False

Jargon is technical or specialized vocabulary used by members of a particular profession or industry.

• True

• False

To paraphrase is to restate the meaning of the customer’s concern in different words.

• True

• False

The superior point method is used to handle an objection by recommending a different product that would still satisfy a customer’s needs.

• True

• False

The third party method uses a pervious customer or another neutral person who can give a testimonial about the product.

• True

• False

An excuse is a concern, a hesitation, a doubt, or another honest reason a customer has for not making a purchase.

• True

• False