WorksheetsChapter 6 Entrepreneurship
Total questions: 20
Worksheet time: 10mins
Entrepreneurs ________ constantly, not just to customers, but to investors, bankers and people they want to hire.
sell
try to make a good impression
attempt to be optimistic
All of the above.
When you sell, you should always listen carefully to customer complaints, because ________.
it's better to have customers complain to you than to other people
customers are happier when you listen to them
they provide invaluable information about how to improve the product or service
the "buck" stops here
Entrepreneurs sell constantly to ________.
potential employees
potential investors
customers
All of the above
When you are starting out and cannot afford to pay sales representatives full-time salaries, you can offer ________ instead.
incentives
bonuses
commissions
bonuses and incentives
An appointment with a potential customer to explain or demonstrate your product or service is called a ________.
sales cal
pre-qualification
product demonstration
presentation
Objectives during a sales call include making the customer ________.
want to buy the product or service from you
aware of your product or service
want to buy your product or service
All of the above.
Good salespeople ________.
believe in what they are selling
feel good about what they are selling
All of the above.
None of the above.
During each sales call you make, focus on this question.
How can I make the customer buy from me?
What does the customer need?
How can I convince the customer to ignore his/her objections?
How do I handle the objections that will be raised?
What should you do when a customer raises objections during a sales call?
Ignore them; the customer will forget about them by the time the call is over.
Acknowledge objections as they arise and respond to them.
Shorten the sales call; don't waste time on a customer who has objections to your product or service.
Say, "I'll get back to that in a moment."
People you think might be receptive to your sales presentation are called ________.
consumers
customers
prospects
interested parties
Using technology to sell ________.
is not really necessary
works for products but not services
can be useful in helping you communicate your product to the customer and to stay in
touch with the customer
is too expensive for the average salesperson
Brian Tracy believes all objections fall into one of six categories. Which of the following is not one of the six?
follow-up service and competition
support, warranties and assurances
price and performance
None of the above.
Everything that a business does to keep its customers happy is called ________.
customer service
customer appreciation
post-sale service
customer satisfaction
Customer complaints should be ________.
carefully listened to, but not responded to (don't let the customer know you take the
complaints seriously)
acknowledged and responded to politely
politely ignored
put in priority order
Telling the truth about any negative aspect of a product or service usually ________.
means that you are dishonest
annoys your customer
gains your customer's trust
makes a customer think you are up to something
Customer service is everything you do to keep customers happy, especially ________.
after they've bought something
during the buying process
before they've bought something
as they are paying for the product
Losing a customer can hurt by ________.
loss of jobs
losing your reputation and future business
losing the current dollars
All of the above
When is an entrepreneur done collecting market research for his/her business?
when the business has been opened
when the business has been operating for six months
never
when the minimum sales have been reached
Information such as customers' e-mail addresses and purchasing history can be stored in a simple computer ________.
Web site
program
database
software
As your database grows, you can make it more sophisticated by organizing it by region or ________.
customer interest
age
gender
ethnic group
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