MP Unit 6 Test Review

What does the term "personalized" in selling refer to?

• Using mass communication methods to reach customers
• Direct interaction with the customer, typically face-to-face or over the phone
• Offering standard solutions to all customers
• The act of sending mass emails to all customers

What is the primary characteristic of a successful salesperson?

• High levels of creativity and persistence
• A limited understanding of customer needs
• Low motivation and confidence
• Knowledge about only their product, not the customer

How can a salesperson ensure customer satisfaction in the selling process?

• By pressuring customers into quick purchases
• By learning about customer needs and offering suitable solutions
• By focusing solely on making a sale
• By offering the cheapest product available

What is the role of customer service in competition?

• It is irrelevant to competition
• It helps differentiate companies when product quality is similar
• It decreases the importance of product quality
• It reduces the need for personalized service

Which of the following is a key expectation that customers have regarding customer service?

• Always receiving the cheapest product
• Receiving the same level of service as previous interactions
• Only interacting through automated systems
• The salesperson avoiding any communication post-purchase

What is an example of a pre-sale opportunity to enhance customer service?

• Providing the customer with a loyalty card after the purchase
• Suggesting additional products or services to add value to the customer’s experience
• Delivering the product after the customer pays
• Waiting for customer complaints before offering assistance

Why is follow-up an important aspect of customer service?

• It only applies to high-priced products
• It ensures customer satisfaction and generates repeat business
• It is unnecessary once the customer makes a purchase
• It helps increase the company’s profits immediately

Which of the following would most likely improve the quality of customer service?

• Soliciting feedback from customers
• Ignoring complaints to reduce workload
• Providing limited product information
• Delaying responses to customer inquiries

How should a salesperson handle an argumentative customer?

• Ignore their concerns
• Engage in a heated argument with them
• Ask simple, polite questions with options to manage the situation
• Walk away from the customer

Why is the "CONTROL" method effective in handling difficult customers?

• It focuses on overpowering the customer’s emotions
• It helps keep calm, assess needs, and find solutions that satisfy both parties
• It encourages the salesperson to ignore customer concerns
• It relies on manipulating the customer’s decision