Chapter 13: Selling — Multiple Choice Worksheet

Multiple Choice—Place the letter of the correct answer to each question on the line provided. Business-to-business selling (B2B) may also be called _____.

• field sales

• industrial sales

• organizational sales

• All of the above

Multiple Choice—Place the letter of the correct answer to each question on the line provided. 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)

Multiple Choice—Place the letter of the correct answer to each question on the line provided. Which of the following approaches is often used in a business-to-consumer sales setting?

• Service

• Cold call

• Emotional

• All of the above

Multiple Choice—Place the letter of the correct answer to each question on the line provided. 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

Multiple Choice—Place the letter of the correct answer to each question on the line provided. There are three ways to determine customer needs and wants. Which involves body language?

• Observation

• Verifying

• Questioning

• Listening

Multiple Choice—Place the letter of the correct answer to each question on the line provided. 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

Multiple Choice—Place the letter of the correct answer to each question on the line provided. 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

Multiple Choice—Place the letter of the correct answer to each question on the line provided. 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

Multiple Choice—Place the letter of the correct answer to each question on the line provided. The customer service mindset is the attitude that the customer _____.

• needs overselling

• should spend money

• needs to listen

• comes first

Multiple Choice—Place the letter of the correct answer to each question on the line provided. Which of the following is a common type of online support?

• Emotional buying

• E-mail support

• Cold calling

• All of the above