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WorksheetsMKT 2.10-2.12
Total questions: 20
Worksheet time: 10mins
When salespeople explain the benefits of a technical product, which question are they answering for customers?
A “What is the warranty?
B “What is it?”
C “What is the price?”
D “What is in it for me?”
How does a feature-benefit chart help a salesperson?
A Evaluates customer reaction to the presentation
B Explains the business's compensation rate to the salesperson
C Determines which features and benefits appeal to each customer
D Provides a quick reference to the salesperson about the product
Geri asks a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson is not aware of the features, what should the employee do?
A Tell the customer to contact the manufacturer
B Explain that she or he is new and does not know
C Try to serve the customer as best she can
D Ask an available, experienced employee
A customer interested in buying an expensive product asks a question the sales representative cannot answer. The customer leaves without buying anything, but promises to come back later. The only other person on hand who has the information needed is a coworker who is helping a customer. What should be done?
A Ask a coworker for the information as soon as his or her customer leaves
B Wait until the manager returns, and ask him or her for the information
C Write a memo to the manager requesting the information needed
D Interrupt a coworker to get the information before the customer returns
Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A Monitor has a no?n-glare screen.
B Pre-installed software saves money.
C Print capability is optional.
D Models are available in many colors.
After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson’s next step?
A Trying to reach closure with the customer
B Suggesting a specific computer to the customer
C Trying to make the customer feel more relaxed
D Giving the customer a price list
Which is part of establishing relationships with customers?
A Using suggestion selling
B Probing
C Reaching closure
D Sizing up the customer
Determine whether this statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer.
A False, retail salespeople do not need this step.
B True, all salespeople make every contact permanent
C False, industrial salespeople do not need this step.
D True, this is an important step for all salespeople.
What should a salesperson remember to do during the closing phase of the selling process?
A Show the customer a product
B Put the customer at ease
C Ask the customer questions
D Ask the customer to buy
Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
A Buying motives
B Exchange policies
C Comparable features
D Fringe benefits
The phase of the selling process that includes writing up the order is which action?
A Discovering needs
B Prescribing solutions
C Reaching closure
D Establishing relationships
By what will the emphasis put on each phase of the selling process vary most significantly?
A State and local laws
B Economic climate
C Product and client
D Geographic area
A customer purchased dining room furniture that retails for $750 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
A $527.50
B $527.63
C $552.63
D $553.88
A chair was purchased for $279, and the tax rate is 6%. What is the amount of tax?
A $15.34
B $16.74
C $15.86
D $14.74
A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
A $66.08
B $67.08
C $68.09
D $69.09
What is often one of the first steps in processing an incoming telephone order?
A Checking for availability
B Explaining pricing policy
C Describing each item
D Obtaining customer's name
What is usually an important step in processing a customer’s telephone order?
A Asking personal questions
B Calculating gross profit
C Checking product availability
D Ending the call quickly
When a customer's special order arrives, another customer who is on hand at the time asks to buy the item. What should the salesperson do?
A Hold the item for the original customer and offer to place an order for the new customer
B Sell the item to the new customer and refund the original customer's money
C Hold the item for the original customer and get the new customer's name and address
D Sell the item to the new customer and reorder for the original customer
A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do?
A Take the customer’s telephone number, and call if the business decides to stock the printer
B Offer the customer free ink cartridges if a computer is purchased
C Tell the customer to try another business or competitor
D Offer to call the printer’s manufacturer to check availability and delivery dates
If Shari wants to make sure that she knows which customers' orders she is taking on the telephone, what is the first step in processing the orders that would help?
A Checking for availability
B Explaining pricing policy
C Describing each item
D Obtaining customer's name
