Marketing Ch. 14 Quiz

Excuses are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

• True

• False

The goal of product presentation is to effectively present the features and benefits of a product that best match your customer's needs and buying motives.

• True

• False

"We'd love to get this new water-efficient digital washing machine, but ours is still working fine." What is such an objection based on?

• price

• need

• source

• time

An elderly couple in Best Buy are interested in a TV and trying to figure out how to change the channel. They tell the salesperson, "I don't think we can buy that TV because we won't be able to figure out how to use it." The salesperson's reply is, "What are you trying to do with the remote that's not working for you?" What method of handling objections is the salesperson using?

• denial

• demonstration

• question

• superior point

The third party method of handling objections requires the use of _______ from satisfied customers.

• testimonials

• objections

• samples

• jargon

What should the salesperson do when a customer is having difficulty making a buying decision between 2 or 3 items?

• encourage the customer to be impulsive (just buy one!)

• put aside the previous items and introduce 2-3 new products

• stop showing additional merchandise and possibly continue explaining the characteristics in which the customer showed interest

• encourage the customer to go home and think about it

When making the sales presentation come alive, an effective way of maintaining the customer's interest in the presentation is to the customer in the presentation.

• nudge

• push

• ignore

• involve

All are steps in the Four-Step Method for handling objections, EXCEPT:

• Offer related merchandise

• Listen carefully

• Acknowledge the objection

• Restate the objection

Which method is John, the salesperson, using to overcome the customer's objection: "It's unrealistic that your Vitamix Blender can make a smoothie using ice cubes in under 30 seconds." when John powers up the blender filled with strawberries and ice cubes?

• Boomerang

• Substitution

• Demonstration

• Question

A customer states, "These Puma shoes are too heavy for running." What method is the salesperson using to overcome the objection if they reply, "I suggest that you try on the new Nike 5X running shoe"?

• A. superior point

• B. question

• C. demonstration

• D. substitution