CSS Ch 2

Why is product knowledge important in sales?

• It builds trust with customers.

• It helps salespeople sell products at higher prices.

• It allows salespeople to avoid customer questions.

• It reduces the need for training.

What is one benefit of having extensive product knowledge as a salesperson?

• You can communicate more efficiently with customers.

• You can make decisions for customers.

• You don’t have to interact with customers.

• It allows you to work fewer hours.

Which type of question is most useful for gathering detailed information about a customer's needs?

• Closed-ended questions

• Rhetorical questions

• Open-ended questions

• Yes or No questions

Which of the following is an example of an open-ended question?

• “Would you prefer the blue model or the black one?”

• “What kind of activities will you use this product for?”

• “Can I help you with anything?”

• “Is this the product you’re looking for?”

What type of training can help salespeople gain product knowledge?

• Watching competitor advertisements

• Role-plays or simulated conversations

• Asking customers for their opinions

• Studying customer reviews only

Why is it important to keep learning about new products and industry trends?

• To increase personal sales goals

• To stay informed and provide better customer service

• To avoid selling old stock

• To decrease customer inquiries

What should a salesperson do after listening attentively to a customer’s needs?

• Offer the most expensive product

• Immediately close the sale

• Clarify and confirm their understanding of the customer's needs

• Suggest a similar product

How do features and benefits work together in sales?

• Features are more important than benefits.

• Benefits explain how a product's features will solve the customer's problems.

• Customers are only interested in features, not benefits.

• Salespeople should avoid discussing benefits.

Which of the following best explains 'building trust through knowledge'?

• Customers trust salespeople who offer the cheapest product.

• Customers trust salespeople who seem indifferent to their needs.

• Customers trust salespeople who show strong product knowledge and understanding of their needs.

• Customers don’t care about product knowledge.

What is the purpose of using both open-ended and closed-ended questions when speaking with a customer?

• To confuse the customer

• To ensure the customer is satisfied with the product

• To gather detailed information and then confirm or finalize details

• To avoid having to explain product features