2.2 Sales Basics

Which of the following is NOT a step in the basic selling process?

• Make a connection

• Recite product features

• Personalize service

• Assess needs

Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?

• A leading question

• An open question

• An open-ended question

• A closed-ended question

Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?

• A leading question

• An open question

• An open-ended question

• A closed-ended question

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient listening

• Foundational listening

• Active listening

• Passive listening

Which of the following is the best way to demonstrate that you have understood a customer?

• Restate and summarize their needs

• Ask the customer to repeat what they said

• Restate the customer's exact words

• Ask the customer a follow-up question

Which of the following is an example of upselling?

• "I also have this other laptop that has most of the same features as the one you're looking at, but at a lower price - it's on sale!"

• "I'm sure you'll love those basketball sneakers. Do you also need any T-shirts or shorts?"

• "I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."

• "Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A soccer goal frame and net

• A baseball bat