Chapter 13: Selling - Part 1: Content Review

Business-to-business selling (B2B) may also be called ____.

• field sales

• industrial sales

• organizational sales

• All of the above.

An office that is set up for the purpose of receiving and making customer calls is a ____ center.

• lead

• call

• cold call

• business-to-consumer (B2C)

Which of the following approaches is often used in a business-to-consumer sales setting?

• Service

• Cold call

• Emotional

• All of the above.

In business-to-consumer (B2C) selling situations, which of the following is not a motive for customers to buy a product?

• Rational

• Emotional

• Transactional

• Loyalty buying

There are three ways to determine customer needs and wants. Which involves body language?

• Observation

• Verifying

• Questioning

• Listening

When a customer raises an objection during a product presentation, the first thing a salesperson should do is ____.

• agree with the customer

• pause

• offer a substitute product

• end the presentation

Overselling is ____.

• selling more than the customer really wants

• exceeding the company’s sales projection

• promising more than can be delivered

• selling after normal business hours

Service that meets customer needs, as well as the standards for customer service set by the company, is ____.

• overselling

• quality customer service

• excessive customer service

• exceptional customer service

The customer service mindset is the attitude that the customer ____.

• needs overselling

• should spend money

• needs to listen

• comes first

Which of the following is a common type of online support?

• Emotional buying

• E-mail support

• Cold calling

• All of the above.