Sales 1 - Unit 2

Reaffirming buyer-seller relationships is the final step of the selling process.

• False

• True

Check each item in the list that is the correct way to handle a customer complaint.

• Restate the complaint

• Argue with the customer

• Listen

• Blame someone else for the problem

• Explain company policy

Check each item in the list that is the correct way to handle a customer complaint.

• If on the phone, put the customer on hold

• Thank the customer for bringing up the problem

• Take action to fix the problem

What is step one in the process of dealing with a customer complaint?

• Listen

• Defend

• Investigate

• Call you manager

Which of the following is a characteristic of a successful salesperson?

• Self-motivation

• Self-Confidence

• Product Knowledge

• All of the above

Arnie knows the importance of integrity and takes the trust of his customers seriously. Arnie is demonstrating which characteristic of a successful salesperson?

• Customer Knowledge

• Ethics

• Communication Skills

• Selling Skills

An example of a presale activity is to know your product, inside and out.

• True

• False

need is a product or service that you would like to have, like a new car.

• True

• False

Which of the following is NOT a post-sale activity?

• Warranty Issues

• Order Processing

• Setting up a visit

• Customer Training

Jamie watches a company's commerical on TV. This is an example of which type of touch point?

• Advertisement

• Word-of-mouth marketing

• An app

• Customer loyalty program