MKT 3 Selling Assessment

Because Carlos considered the vehicle's reliability ratings, gas-mileage savings, and warranty before he decided to purchase his new car, his motives were based on

• his loyalty to the brand.
• facts.
• his desire for status.
• intuition.

One way that a salesperson can provide customer service after a sale has been made is by

• using suggestion selling techniques to increase the order size.
• acquiring knowledge about competitors' products.
• ensuring that the order is processed correctly.
• providing samples so the customer can try the product.

Which of the following is a question that a salesperson is most likely to ask during the reaching closure phase of a sale:

• How can I help you today, Mrs. Watson?
• Will you be using the printer to fax and copy documents?
• Would you like to use your credit card to pay for the camera?
• Would you like me to show you the features of the boat, Mr. Conrad?

A business that provides excellent customer service is more likely to

• obtain referrals.
• have narrow profit margins.
• expand its product line.
• provide rebates.

A customer is most likely to raise objections during the selling process when the

• product is expensive.
• customer is impulsive.
• salesperson is discovering the customer's needs.
• salesperson reaffirms the buyer-seller relationship.

Patrick has taken his car to Parnell's auto repair shop for several years. He feels comfortable taking his car to Parnell's because the employees perform their work competently, and the business charges a reasonable fee for the work. In this situation, Patrick's buying motive is based on

• culture.
• patronage.
• testimonials.
• status.

What is the benefit to a customer of buying a self-cleaning oven?

• Size
• Durability
• Appearance
• Convenience

When salespeople demonstrate the features and benefits of goods or services, they often are able to

• provide jobs for more employees.
• add usefulness to products.
• develop new and improved products.
• create desire for products.

Why do businesses try to build a clientele?

• Leads to repeat business
• Gives the business a new image
• Attracts well-to-do customers
• Provides continuing sources of new workers

When a customer asks how long a product will last, s/he is interested in its

• durability.
• uses.
• origin.
• features.