WorksheetsSelling
Total questions: 10
Worksheet time: 5mins
Roy is taking a class on how to use the new software he just purchased for his business. The class is offered by the store where he purchased the software. What aspect of customer service does this situation illustrate?
Customer training
Credit/Financing
Order Processing
Installation
What is a benefit to the salesperson of building a clientele?
Obtaining referrals from loyal customers
Reducing selling costs
Supporting the company image
Securing customer acceptance of higher prices
Terms-of-sale selling policies cover such conditions of the sale as
credit, delivery, and discounts.
installation and maintenance.
discounts, guarantees, and returns.
entertaining the customer and prospecting.
A salesperson is most likely to find out how effectively a product actually functions in normal, everyday use from a(n)
advertiser.
competitor.
designer.
customer.
One way for salespeople to answer a customer's question about the difference between two items is to explain
construction and materials.
appearance and style.
unique or novel features.
use and durability.
One of the purposes of establishing a relationship with a customer in the beginning of the selling process is to
put the customer on guard.
make a single sale.
gain the customer's confidence.
prevent customer objections.
Salespersons can demonstrate their enthusiasm for the products they sell through
tone of voice.
physical contact.
customer endorsements.
indifferent expressions.
The salesperson can check his/her understanding of what the customer has said by asking __________ questions.
interpretive
personal
open-ended
numerous
. After determining that the product requested by the customer is not available, the salesperson's next steps in substitute selling are to
explain how to care for the product and reinforce the customer's decision.
evaluate the customer and select substitute products.
reinforce the customer's decision and close the sale.
clarify the customer's need and select substitute products.
Jason works for Sky Airlines. When reserving airline tickets for customers by telephone, Jason needs to obtain the customer's desired arrival and departure locations, travel dates, and
passport and credit card information.
identification number and email address.
contact and payment information.
telephone number and travel code.
