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WorksheetsSales & Marketing_UBI
Total questions: 37
Worksheet time: 18mins
During your sales strategy session you will define your ________________ or target market.
Ideal customer
Sales pitch
Sales strategy
Target goals
Selling isn't telling your story it is ______________ theirs.
Finding out
Listening to
Deciphering
Hearing
____________________ will move you forward and closer to your goals.
A sales strategy
Passion
Motivation
Consistency
Find the _______________. What do they need and how are you going to solve it.
Pain point
Selling point
Problem
Solution
Let go of your ________________, make it about the customer, then the money will follow.
Problems
Strategy
Agenda
Arrogance
In general, MOST people buy a SERVICE because they
Appreciate it
Want it
See it
If you aren't _______________, then most likely your customers aren't either
Believing in the product
Prepared
Having fun
Positive
You want to be _______________ with your customer and be yourself.
Personable
Connected
Engaging
Positive
Selling is a process and closing is part of the process. In this process, you MUST show __________ to your prospect before, during, and especially after the sale.
Appreciation
Positive attitude
Sales strategy
Value
In __________________method of closing of sales, the main selling points are highlighted and then the sales person ask for the order.
Ask for the order
Summarize and ask for the order
Narrowing the choice
Concession Close
Sham was a smart salesman but he was always in a hurry to close sales which made him _____________
Successful in sales
Unsuccessful in sales
Which is not an example of a powerful sales technique?
Being well-versed on the product
Treating every customer like an individual
Selling on price and discounts
Actively listening to customer
Which is the most important part of the sales process?
Reaching out to prospective customers
Making a strong sales pitch
Understanding customer needs and requirements
Closing the sale
How can you close an increasingly uncomfortable sale?
Be persistent and don't give up
Relate to customer's emotions
Ask a lot of questions
Be pushy and abrupt
Which of the following tasks should you complete prior to a sales meeting?
Research the customer and the other stakeholders
Prepare a comprehensive list of features
Arrange the presentation slides
Collect customer satisfaction surveys
What does 'ABC' stand for in sales?
Always Be Closing
Always Bring Creativity
Always Build Connections
Always Bring Content
How do good salespeople connect with their customers?
By providing detailed product information
By offering discounts and promotions
By learning about customer goals and needs
By talking as much as possible
When should a salesperson ask for the sale?
At the beginning of the meeting
After the sales pitch is completed
During the negotiation process
When the customer shows half-interest
What are the three 'A's of sales?
Approach, Attitude, Ask
Assertive, Active, Accurate
Ask, Agree, Act
Acquire, Appraise, Alert
It refers to the value a company promises to deliver to customers should they choose to buy their product.
Value Proposition
Sales
Advertising
Marketing Strategy
What is consultative selling?
reason for making a purchase
interview selling
greeting the customer face-to-face
finding products that meet a customers needs
What do you understand by the word ‘Prospect’?
A time-waster
A difficult customer
A customer that has the potential to buy products/services from you
Why should a salesperson intently listen to a prospect's objections before responding?
Timing is important in achieving most sales goals.
A salesperson could misread the objection and irritate the prospect.
The Golden Rule of Selling requires active listening for two-way communication.
If a salesperson doesn't answer quickly the prospect might think something is wrong.
..... is the difference between customer expectations and customer perceptions.
Customer delight
Customer satisfaction
Customer gap
Supplier gap
Which of the following is difficult to evaluate?
Jewellery
Auto repair
Furniture
Clothing
.......is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.
Front end planning
Service blueprinting
Service standardization
None of the above
Which of the following is not a tangible dominant?
Detergents
Automobiles
Investment Management
Soft drinks
.....is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
Servicespace
Servicescape
Serviceplace
Servicescope
Which of the following strategy must be used for perceived service alternatives?
Be fully aware of competitive offerings and where possible and appropriate, match them
Educate customers on ways the service addresses their needs
Educate customers to understand their roles and perform them better.
None of the above
How does a service company stay ahead of competition in meeting customer expectations?
Stay alert to the need for service increases to meet or beat competition
Under-promise and over deliver
Position unusual service as unique rather than the standard
None of the above
Which of the following refers to the customer’s judgment of overall excellence of the service provided in relation to the quality that was expected?
Product quality
Customer satisfaction
Service quality
Customer desire
Having the reserved room available, meeting deadlines, showing up for meetings, delivering the core service are examples of honouring promises.
True
False
Background characteristics of the environment such as temperature,
lighting, noise, music, scent and colour
ambient conditions
spatial layout and functionality
sign, symbols, and artefacts
Dimension of service quality:
employees will pay attention, listen, adapt and be
flexible in delivering what individual customers
need
Empathy
Responsiveness
Assurance
Reliability
Tangibles
Dimension of service quality:
delivering
service as promising
Empathy
Responsiveness
Assurance
Reliability
Tangibles
Dimension of service quality:
employee
appearance and dress are important
aspects
Empathy
Responsiveness
Assurance
Reliability
Tangibles
Described as service performance that falls below a
customer’s expectations in such a way that leads to customer dissatisfaction
Service failure
Service paradox
Service recovery
Boundary spanning
