STEP - Recap Quiz for Group Coaching

A sales representative is trying to sell a luxury hotel package to a potential customer. Which of the following factors would be most important to consider when understanding the customer's ecosystem?

• The customer's income level

• The customer's travel history

• The customer's family size

• All of the above

Which of the following is a common method for segmenting customers?

• Demographic segmentation

• Geographic segmentation

• Psychographic segmentation

• All of the above

A hotel has a high customer acquisition cost. To increase profitability, they should focus on:

• Increasing customer churn

• Decreasing customer lifetime value

• Increasing customer retention

• Decreasing customer acquisition cost

A customer is dissatisfied with their hotel stay. The hotel should:

• Ignore the complaint

• Apologize and offer a refund

• Apologize and offer a complimentary upgrade

• Both "Apologize and offer a refund" and "Apologize and offer a complimentary upgrade"

What is the primary goal of a consultative sales approach?

• To close the sale as quickly as possible

• To build a long-term relationship with the customer

• To use high-pressure sales tactics

• To focus on the product's features

What is the purpose of the FAB technique in sales?

• To highlight the product's features

• To emphasize the product's benefits

• To address customer concerns

• To close the sale

A sales representative is trying to build trust with a potential customer. Which of the following actions would be most effective?

• Exaggerating the benefits of the product

• Sharing personal information

• Providing references from satisfied customers

• Offering a discount

What is the purpose of building rapport with a customer?

• To close the sale more quickly

• To establish a personal connection

• To avoid objections

• To increase the price of the product

A customer is negotiating the price of a hotel package. The sales representative should:

• Insist on their original price

• Offer a significant discount without asking for anything in return

• Use the 'if-then' technique to propose an alternative offer

• Apologize for the high price

What is BATNA in negotiation?

• Best Alternative to a Negotiated Agreement

• Basic Alternative to a Negotiated Agreement

• Best Alternative to a Negotiated Arrangement

• Basic Alternative to a Negotiated Arrangement