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WorksheetsSales 1 - Unit 2
Total questions: 14
Worksheet time: 7mins
Reaffirming buyer-seller relationships is the final step of the selling process.
False
True
Check each item in the list that is the correct way to handle a customer complaint.
Restate the complaint
Argue with the customer
Listen
Blame someone else for the problem
Explain company policy
Check each item in the list that is the correct way to handle a customer complaint.
If on the phone, put the customer on hold
Thank the customer for bringing up the problem
Take action to fix the problem
What is step one in the process of dealing with a customer complaint?
Listen
Defend
Investigate
Call you manager
Which of the following is a characteristic of a successful salesperson?
Self-motivation
Self-Confidence
Product Knowledge
All of the above
Arnie knows the importance of integrity and takes the trust of his customers seriously. Arnie is demonstrating which characteristic of a successful salesperson?
Customer Knowledge
Ethics
Communication Skills
Selling Skills
An example of a presale activity is to know your product, inside and out.
True
False
need is a product or service that you would like to have, like a new car.
True
False
Which of the following is NOT a post-sale activity?
Warranty Issues
Order Processing
Setting up a visit
Customer Training
Jamie watches a company's commerical on TV. This is an example of which type of touch point?
Advertisement
Word-of-mouth marketing
An app
Customer loyalty program
Touch points give a business an opportunity to deliver on its brand promise.
True
False
What are the costs of not building clientele?
High customer turnover
Loss of sales
Loss of time spent getting customers
Both A and C
A, B, and C
The company's image and the company's reputation are not the same thing.
True
False
Which of the following is NOT a component of the selling process?
reaching closure
discovering customer needs
building a sales model
preparing to sell
