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Chapter 14: Presenting the Product

Total questions: 44

Worksheet time: 22mins

Name
Class
Date
1.

If a customer wants an item that is out of stock, a salesperson might suggest a different product that would suit the customer’s needs.

a)

True

b)

False

2.

It is acceptable for a salesperson to use jargon during a business-to-business or industrial sales presentation

a)

True

b)

False

3.

 In which selling situation is using the latest jargon acceptable?

a)

retail clothing to young adults

b)

beds and dressers to hotel managers

c)

computer products to parents of school-age children

d)

home gardening tools to first-time gardeners

4.

“We really can’t buy this car because we have to repaint our house and replace our refrigerator.” What is the basis for this type of objection?

a)

product

b)

source

c)

need

d)

time

5.

A customer in a computer store tells the salesperson, “I can’t buy this software program. I don’t understand the directions.” The salesperson’s replies, “Let’s read over the directions together. What is the first direction you find confusing?” What method of handling objections is the salesperson using?

a)

superior point

b)

boomerang

c)

demonstration

d)

question

6.

A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.” What step of the basic strategy for handling objections does this comment represent?

a)

acknowledging

b)

answering

c)

restating

d)

listening

7.

During a presentation, what is the maximum number of items a salesperson should show a customer at one time?

a)

one

b)

two

c)

three

d)

four

8.

concerns, hesitations, doubts

a)

jargon

b)

substitution method

c)

excuses

d)

objections

e)

objection analysis sheet

9.

recommending a different product

a)

jargon

b)

substitution method

c)

excuses

d)

objections

e)

objection analysis sheet

10.

reasons for not buying or seeing a salesperson

a)

jargon

b)

substitution method

c)

excuses

d)

objections

e)

objection analysis sheet

11.

a list of reasons for not purchasing a product and possible responses

a)

jargon

b)

substitution method

c)

excuses

d)

objections

e)

objection analysis sheet

12.

words that average customers can understand

a)

layman’s terms

b)

substitution method

c)

excuses

d)

objections

e)

objection analysis sheet

13.

vocabulary used with industrial buyers

a)

boomerang method

b)

paraphrase

c)

jargon

d)

third party

e)

denial

14.

objection based on misinformation

a)

boomerang method

b)

paraphrase

c)

jargon

d)

third party

e)

denial

15.

a neutral person or previous customer

a)

boomerang method

b)

paraphrase

c)

jargon

d)

third party

e)

denial

16.

to restate the meaning of a statement

a)

boomerang method

b)

paraphrase

c)

jargon

d)

third party

e)

denial

17.

 objection returned as a selling point

a)

boomerang method

b)

paraphrase

c)

jargon

d)

third party

e)

denial

18.
What are words the average customer can understand?
a)
Layman's terms
b)
terms
c)
normal terms
d)
jargon
19.
What are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase?
a)
objections
b)
controversy 
c)
excuses
d)
reasons
20.
What are reasons for not buying or not seeing the salesperson?
a)
excuses
b)
objections
c)
hesitations
d)
doubts
21.
An excuse analysis sheet is a document that lists common objections and possible responses to them.
a)
true
b)
false
22.
What is to restate something in a different way?
a)
paraphrase
b)
rephrase
23.
What is a selling method that involves recommending a different product that would still satisfy the customer's needs?
a)
substitution method
b)
boomerang method
c)
superior-point method
d)
third-party method
24.
What is a selling method that converts a customer's objections into a selling point?
a)
boomerang method
b)
substitution method
c)
superior-point method
d)
third-party method
25.
What is a selling technique that permits the salesperson to acknowledge objections as valid yet offset them with other features and benefits?
a)
substitution method
b)
boomerang method
c)
superior-point method
d)
third-party method
26.
What is a selling method that involves using a previous customer or other neutral person who can give a testimonial about the product?
a)
third-party method
b)
superior-point method
c)
boomerang method
d)
substitution method
27.
The denial method is when the customer's objection is based on misinformation.
a)
true
b)
false
28.
The goal of the presentation is to
a)
answer all the customer's questions
b)
match the customer's needs with appropriate product features and benefits
c)
persuade a customer to buy the most expensive model in the product line
d)
show the customer as many products as time permits
29.
When the customer's price range is unknown and your knowledge of the intended use is insufficient to determine a price range,
a)
begin by showing the medium-priced product in the line
b)
begin by showing the highest-priced product in the line
c)
begin by showing the lowest-priced product in the line
d)
ask the customer how much he or she wants to spend
30.
It is best to get the customer physically involved with the product as soon as possible in the sales presentation.
a)
true
b)
false
31.

An effective way of holding the customer's attention in a product presentation is to ____________________ the customer in the presentation.

a)

superior point

b)

testimonials

c)

involve

d)

objections

32.

Using ____________________ from satisfied customers is a third-party method of handling objections.

a)

superior point

b)

testimonials

c)

involve

d)

objections

33.

vocabulary used with industrial buyers

a)

objections

b)

excuses

c)

denial

d)

paraphrase

e)

jargon

34.

to restate the meaning of a statement

a)

objections

b)

excuses

c)

denial

d)

paraphrase

e)

jargon

35.

objection based on misinformation

a)

objections

b)

excuses

c)

denial

d)

paraphrase

e)

jargon

36.

reasons for not buying or seeing a salesperson

a)

objections

b)

excuses

c)

denial

d)

paraphrase

e)

jargon

37.

concerns, hesitations, doubts

a)

objections

b)

excuses

c)

denial

d)

paraphrase

e)

jargon

38.

recommending a different product

a)

substitution method

b)

objection analysis sheet

c)

layman’s terms

d)

third party

e)

boomerang method

39.

a list of reasons for not purchasing a product and possible responses

a)

substitution method

b)

objection analysis sheet

c)

layman’s terms

d)

third party

e)

boomerang method

40.

words that average customers can understand

a)

substitution method

b)

objection analysis sheet

c)

layman’s terms

d)

third party

e)

boomerang method

41.

a neutral person or previous customer

a)

substitution method

b)

objection analysis sheet

c)

layman’s terms

d)

third party

e)

boomerang method

42.

objection returned as a selling point

a)

substitution method

b)

objection analysis sheet

c)

layman’s terms

d)

third party

e)

boomerang method

43.

The 4 step method for handling customer objections is all the following except

a)

Listen

b)

Acknowledge

c)

Restate

d)

Answer

e)

Ask for Help

44.

The correct product selling points for a presentation is

a)

Display, Demonstration, Technology, Customer Involvement

b)

Show, Tell, Ask, Answer

c)

Give, Take, Push The Product, Make the Sell

d)

Display, Technology, Customer Information

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