Marketing - Chapter 15

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

• True

• False

Perfume and cosmetics salespeople sometimes offer customers a premium, such as a makeup bag or small bottle 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 retail setting.

• True

• Flase

Suggestion selling benefits the salesperson, the customer, and the company.

• True

• False

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 larger quantities

• calling attention to special sales opportunities

• making apositive 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