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WorksheetsSales Drive Post-Test
Total questions: 20
Worksheet time: 10mins
1. What triggers a complaint?
Dissatisfaction
Disagreement
Objection
None of the above
Why is it important to have a robust complaint management system?
Improve staff retention
Improve customer retention
Help enhance business performance
Both answers 2 and 3 are correct
What is the most frequent reason for human beings to complain?
Product did not match expectation
Broken promises
Short working hours
Inconvenient service location
A complaint is an expression of dissatisfaction to an organization related to its:
Products
Services and quality of services
The complaint-handling process itself
All of the above
The first step of our complaint management process is:
Ears open
Acknowledge the problem
Stay calm
Get in touch
Without objections, we wouldn’t know the barriers.
True
False
It costs ………… to acquire new customers than keeping the current ones.
10 times more
5 times more
2 times more
The same
While acknowledging the problem during complaint handling process, we need to show:
Sympathy
Empathy
Both A & B
None of above
Complaint handling process consist of …….. steps:
5
6
7
8
"FABS" stands for:
Feature, advantage, best & success
Feature, advantage, benefit & story
Famous, alternative, benefit & score
Facts, alternative, benefit & sort
Understanding “WIIFM”, helps INFINITI sales consultants to:
Qualify customers
Understand customers buying motives
Know the product better
All above
WIIFM means:
The benefit that the consultant will get if he/she sells the product/service
The benefit that the customer will get if he/she buys the product/service
Both A & B
None of above
If you prepare the same presentation, distribute the same material, and deliver the same spiel to every lead, you will:
Close more deals
Lose business
Lose attention
Both B & C
“I have to ask my husband about that” is an example of fear of change objections.
True
False
Raise objections first means:
Never respond to objections
Wait until the customer raises an objection then react to the objection
Be proactive and raise the objection to the customer as a consultant before the customer does
None of above
The most common objections are:
Price related objections
Fear of change related objections
Personal politics related objections
External input related objections
LAER stands for:
Leave, Attain, Ease & Raise
Listen, Acknowledge, Explore & Respond
Lose, Aim, Explore & Read
None of the above
An objection is:
An expression of anger
An expression of dissatisfaction
An expression of disapproval or opposition
All above
Some complaints are impossible to resolve.
True
False
Both answers a & b are correct
None of the above
How do you show that you ''open ears''?
You smile
You maintain eye contact
You avoid talking
You use your active listening skill
