WorksheetsSales Chapter 12 and 13 Review
Total questions: 40
Worksheet time: 2hrs 29mins
Name
Class
Date
1.
A sales goal for a specific period.
a)
Sales quota
b)
Call report
c)
Sales threshold
d)
Call quota
2.
Personal selling utilizes two-way communication
a)
True
b)
False
3.
What is step #1 of the sale?
a)
Determine needs
b)
Present product
c)
Approach customer
d)
Build relationships
4.
What is step #3 to the sale?
a)
Present the product
b)
Overcome objections
c)
Close the sale
d)
Build relationships
5.
What is step #5 to the sale?
a)
Perform suggestion selling
b)
Overcome objections
c)
Close the sale
d)
Build relationships
6.
What is step #7 to the sale?
a)
Build Relationships
b)
Determine needs
c)
Suggestion selling
d)
Close the sale
7.
This type of decision involves a moderate degree of perceived risk
a)
Extensive decision making
b)
Limited decision making
c)
Routine decision making
8.
This type of decision needs little information when purchasing
a)
Routine decision making
b)
Limited decision making
c)
Extensive decision making
9.
CRM stands for
a)
Consumer Reliability Management
b)
Customer Relationship Management
c)
Customer Reliability Memory
d)
Consumer Reasoning Methods
10.
How should a salesperson approach a customer who is in a hurry?
a)
cautiously
b)
quietly
c)
quickly
d)
not at all
11.
Sarah works in the women’s clothing department of a large department store. She noticed a regular customer inspecting an summer dress. As she approached the customer, she said, “Good morning, Mrs. Rivers, that dress would look beautiful on you!” What method of initial approach is Sarah using?
a)
merchandise approach
b)
service approach
c)
greeting approach
d)
suggestion selling
12.
Joe has always loved Gator Aid as he has always felt it nourished him after a tough work out. He goes to the store to buy groceries and grabs a 12 pack of Gator Aid without looking at the price. What decision-making process has he used?
a)
brand loyalty decision making
b)
routine decision making
c)
limited decision making
d)
stable decision making
13.
By having good _____________________, the salesperson can educate the customer about the product.
a)
personality skills
b)
product knowledge
c)
character traits
d)
people skills
14.
Among other duties, ________________ establish guidelines and policies for the sales team.
a)
finance managers
b)
marketing managers
c)
public relations managers
d)
sales managers
15.
Feature - Benefit Selling is:
a)
matching the features of each product to a customer's needs and wants.
b)
helping a customer pick out a product at work.
c)
not real
d)
is a closing technique
16.
How many steps are there in the selling process?
a)
5
b)
8
c)
9
d)
7
17.
The purpose and goal of selling is to help customers make ________ buying decisions.
a)
unhappy
b)
happy
c)
satisfying
d)
big
18.
Determining needs/classifying the customer is when you are:
a)
putting them in a category
b)
learning what the customer is looking for
c)
watching them from the cash registar
d)
reading their survey answers
19.
Purchasing a product for its durability is an example of a _____________ motive for purchasing.
a)
Rational motive
b)
Emotional motive
c)
none of the above
20.
There are 3 types of selling approaches, which of the following is NOT one of the three?
a)
Greeting approach
b)
Merchandise approach
c)
Selling approach
d)
Service approach
21.
"Good morning, welcome to Target", is what type of sales approach is this?
a)
Service approach
b)
Greeting approach
c)
Merchandising approach
d)
none of the above
22.
when salespeople ask previous customers for names of potential customers.
a)
Feature-Benefit Selling
b)
Consultative Selling
c)
Endless Chain Method
d)
Extensive Decision Making
23.
is providing solutions to customers' problems by finding products that meet their needs.
a)
Endless Chain Method
b)
Customer Benefits
c)
Consultative Selling
d)
Extensive Decision Making
24.
a conscious, logical reason for a purchase.
a)
Emotional Motive
b)
Personal Selling
c)
Rational Motive
d)
Telemarketing
25.
the process of selling over the telephone.
a)
Sales Quotas
b)
Rational Motive
c)
Telemarketing
d)
Personal Selling
26.
is a potential customer.
a)
Prospect
b)
Sales Quota
c)
Telemarketing
d)
Pre-Approach
27.
is the preparation for the face-to-face encounter with potential customers.
a)
Telemarketing
b)
Pre-Approach
c)
Emotional Motive
d)
Sales Quotas
28.
a feeling experienced by a customer through association with a product.
a)
Emotional Motive
b)
Personal Selling
c)
Rational Motive
d)
Customer Benefits
29.
the advantages of personal satisfaction a customer will get from a good or service.
a)
Customer Benefits
b)
Personal Selling
c)
Consultative Selling
d)
Feature-Benefit Selling
30.
potential customers are selected at random, such as by going door-to-door or selecting names from a telephone directory.
a)
Consultative Selling
b)
Sales Quota
c)
Emotional Motive
d)
Cold Canvassing
31.
may take place in a manufacturer's or wholesaler's showroom (inside sales) or a customer's place of business (outside sales).
a)
Customer Benefits
b)
Endless Chain Method
c)
Business-to-Businss (B2B) Selling
d)
Extensive Decision Making
32.
the names of other people who might buy the product.
a)
Telemarketing
b)
Routine Decision Making
c)
Referrals
d)
Limited Decision Making
33.
When a salesperson researches a prospect to determine if he or she needs the product the sales person is selling, has the financial resources to pay, and is the person who has the authority to buy, we say the sales person is
a)
prospecting.
b)
using endless chain method
c)
qualifying the lead
34.
The four step process of training is
a)
Research, explanation, trial and critique
b)
Explanation, demonstration, trial and critique
35.
Looking for a new customer is called
a)
prospecting
b)
calling
c)
hunting
36.
If a product feature of a North Face Winter Coat is "down feathers" then, the customer benefit of this feature would be "the coat is light and provides warmth even in 0 degree temps"
a)
TRUE
b)
FALSE
37.
Limited decision making is used when a person buys goods and services that they need little information about the product and is inexpensive.
a)
TRUE
b)
FALSE
38.
_________________________ salespeople get paid only when they sell something.
a)
straight salary pay
b)
salary + comission pay
c)
straight commission pay
39.
A list bought by a salesperson of potential customers. It could include criteria such as education, age , income, credit card purchases. It is used to help find potential customer leads. is called what?
a)
directory
b)
commercial list
c)
customer list
d)
feature list
40.
Which of the following is an example of buidling rapport with a customer
a)
Seem disinterested and not enthusiatic about your products
b)
Looking at everything else in the store except them when talking to them
c)
unprofessionalism
d)
Be more interested in your customers
100 %
