What is the most important element in the sales process?

• Approaching the customer

• Determining customer needs

• Presenting the product

• Closing the sale

Which approach involves questioning or commenting about a specific product?

• Service approach

• Greeting approach

• Merchandise approach

• Combination approach

What should a salesperson do to determine the customer's needs?

• Observe, listen, and question

• Display the product

• Handle the product

• All of the above

What is the purpose of presenting the product?

• To match the characteristics of the product to the customer's needs

• To involve the customer with the product

• To overcome customer objections

• To close the sale

What is the difference between objections and excuses?

• Objections are valid concerns, while excuses are insincere reasons

• Objections are insincere reasons, while excuses are valid concerns

• Objections are honest reasons, while excuses are polite ways of hiding objections

• Objections are polite ways of hiding objections, while excuses are honest reasons

What is the key to closing the sale?

• Good timing

• Facial expressions

• Body language

• Comments

When does suggestion selling occur?

• Before the customer commits to buy

• After the customer commits to buy

• During the final transaction

• After the sale is completed

What is the goal of building relationships with customers?

• To transform customers into clients

• To get customers to trust the salesperson

• To encourage customers to return to the business

• All of the above

How many steps are there in the selling process?

• 5

• 6

• 7

• 8

Which approach involves asking a customer if they need assistance?

• Service approach

• Greeting approach

• Merchandise approach

• Combination approach