PBMF: Ch 13 Quiz - Selling

Match each word or phrase with the correct definition.

• buying signals

• verbal or non verbal signs that a customer is ready to purchase

• transaction

• making contact with people who are not expecting a sales contact

• close

• the moment when a customer agrees to buy a product

• cold calling

• the exchange of payment and product

The technique of showing products that are different from the originally requested product.

• substitute selling

• merchandise approach

• overselling

• suggestion selling

The way in which a business provides services before, during, and after a purchase.

• customer support

• customer service

• online support

• sales processs

Direct contact with a prospective customer with the objective of selling a product.

• overselling

• customer support

• personal selling

• cold calling

Match each word or phrase with the correct definition.

• excuses

• buying motives that are based more on feelings than reason

• emotional buying

• information and resources available through the internet

• overselling

• personal reasons NOT to buy

• online support

• promising more than can be delivered

Employees who assist customers, take orders, and answer questions that come into the company via phone or website.

• sales associates

• human resources managers

• cold caller

• customer support team

Tasks that are performed before contact is made with a customer.

• cold calling

• online support

• personal selling

• preapproach

Business-to-business selling may also be called __________.

• field sales

• industrial sales

• organizational sales

• all of these

An office that is set up for the purpose of receiving and making customer calls

is a _____ center.

• lead

• call

• cold call

• business-to-consumer

  (B2C)

In business-to-consumer (B2C) selling situations, which of the following is a not a

motive for customers to buy a product?

• rational

• emotional

• transactional

• loyalty buying