Sales I - Unit 2.00 Review

Which of the following is an example of a product being sold directly to the user for ultimate consumption:

• A perfume maker sells perfume to a boutique to sell to its customers.

• A person sells bouquets of roses on the side of the road.

Two retail stores are striving to offer products for the lowest prices and best values in town. What role of selling in our economy does this illustrate?

• Promotes competition

• Adds utility

If a customer expects something because his/her friend received it, the customer’s expectation is influenced by?

• past experience

• individual needs

• word-of-mouth information

Which of the following skills can an employee use to uncover the hidden reason for a customer’s complaint:

• Accounting

• Questioning

• Selling

Which of the following is a true statement regarding customer complaints:

• The best companies do not receive customer complaints.

• Almost all customer complaints involve the product.

• Customer complaints can benefit employees and businesses.

After restating a customer’s complaint, the employee should?

• take action.

• investigate the problem.

• listen to the customer.

• thank the customer for the complaint.

Individuals who are planning a career in selling should understand that?

• there is no single, correct selling process.

• the selling process is quite simple.

• there is one correct selling process.

Adam is a financial manager, and he’s looking for potential customers who might be interested in investing in a certain hedge fund. He is in the process of?

• qualifying sales leads.

• generating sales leads.

Closing the sale usually includes handling customers’ concerns about the product, which are known as customer?

• excuses

• reactions

• resistance

• objections

Brand promise connects to customers on a(n) __________ level.

• intellectual

• emotional

• social

• logical