Marketing 5.03

Selena approaches a customer who is looking at a display of premium dog food. Which approach would usually be MOST effective in generating a sale?
1. "How are you doing today?"
2. "How is your son Mrs. Jones?"
3. "This food is one that most veterinarians recommend."
4. "What breed of dog do you own?"
Thomas recommends that Mr. Lee purchase a case and a tripod to go along with the new video camera he has decided on. This service to the customer is known as:
1. Handling objections.
2. Presenting the product.
3. Reassurance and follow-up.
4. Suggestion selling.
Steve answered a customer's objection to price by saying, "This model is more expensive than others because it lasts 30-50% longer." Which method did Steve use to handle the customer's objection?
1. Direct denial
2. Question
3. Superior point
4. Yes, but
If a salesperson does not know the customer's price range, he/she should:
1. Begin by showing a medium-price product.
2. Select a line of products in various price ranges.
3. Start with the least expensive product and go up from there.
4. Start with the most expensive product and work down.
Jose showed his customer several lenses and carrying cases after the customer had made the decision to purchase a Nikon camera. Jose was attempting to use:
1. Product demonstration.
2. Product substitution.
3. Suggestion selling.
4. The boomerang method.
If the item requested by the customer is not available, a good salesperson will clarify the customer's needs and attempt to satisfy those needs with another product. This is:
1. Closing the sale.
2. Product demonstration.
3. Product substitution.
4. Suggestion selling.
Who, what, when, why, and how are used when:
1. Listening to the customer.
2. Monitoring the customer.
3. Observing the customer.
4. Questioning the customer.
Which question would be MOST helpful in determining a customer's needs?
1. "I assume you do not wish to spend a great deal of money, is that correct?"
2. "Do you have a coupon?"
3. "For what purpose will you be using the camera?"
4. "Will this be cash or charge?"
Which method of determining needs involves looking for nonverbal cues such as hand motions, facial expression, and eye movements?
1. Analyzing
2. Listening
3. Observing
4. Questioning
Alyssa follows up with each customer two months after purchase to ensure that the customer is still enjoying the product. This is which step of the sale?
1. Approach the customer.
2. Build relationships.
3. Close the sale.
4. Determining needs.
A Dillard's customer requested a Fossil watch the store did not have in stock. The salesperson suggested a Seiko instead. Which method of handling objections is this?
1. Boomerang
2. Demonstration
3. Substitution
4. Third Party
At the end of his new product demonstration, Luis explained to his customer that purchasing these new products today would qualify him to receive a discount. This is an example of:
1. Cross selling
2. New product development
3. Upselling
4. Special sales opportunities
A salesperson tells a customer, " If you love that sweater, we are offering three for only $45." This is an example of:
1. Cross selling
2. Gift with purchase
3. Order fulfillment
4. Upselling
Identify the type of approach used in the following example: "Hello, Mrs. Jones. May I help you find anything in particular today?"
1. Combination of greeting and merchandise
2. Combination of greeting and service
3. Combination of merchandise and service
4. Combination of merchandise and welcome
Generally speaking, when there is a wide variety of products available, a salesperson should first show the customer:
1. Higher priced items.
2. Lower priced items.
3. Medium priced items.
4. The most expensive item
After Maria selected a pair of pants, the salesperson recommended a matching shirt. This is an example of:
1. Building relationships.
2. Closing the sale.
3. Determining needs.
4. Suggestion selling.
Gabby, a waitress at Carraba's, recommends a bottle of wine that would compliment her customer's pasta dish. This is an example of:
1. Approaching the customer.
2. Overcoming objections.
3. Presenting the product.
4. Suggestion selling.
During which step of the sale would John identify additional products that will allow a customer to better enjoy their purchase?
1. Approaching the customer.
2. Overcoming objections.
3. Presenting the product.
4. Suggestion selling.
When there are a large variety of products available, the salesperson should first show the customer the:
1. Higher priced items
2. Lower priced items
3. Medium priced items
4. The most expensive items.
Open-ended questions require:
1. A yes or no.
2. More than a yes or no.
3. Practice.
4. Research.
Natalie is looking at a Carrie Underwood CD. The salesperson should use which approach when addressing Natalie?
1. Greeting
2. Merchandise
3. Service
4. Welcome
Quincy tells the salesperson, "I can't use a new winter coat right now, its spring." This is an objection based on:
1. Need
2. Price
3. Source
4. Time
Mary stated, "The last time I bought a Coach bag it did not last more than a season." Her objection is based on:
1. Need
2. Product
3. Source
4. Time
Mike recommends that his customer purchase an arm band with an Ipod so he/she can use the Ipod while exercising. This is:
1. Impulse selling.
2. Product selling.
3. Retail selling.
4. Suggestion selling.
The main goal of customer service is customer:
1. Inquiries.
2. Management.
3. Referrals.
4. Satisfaction.
The purpose of CRM is to:
1. Account for customers needs.
2. Manage customer information to maximize loyalty.
3. Offer a system or calling, responding, and managing customers.
4. Provide customers with 24-hour service.
Samples, audiovisuals, models and photographs are examples of sales:
1. Aids.
2. Equipment.
3. Incentives.
4. Promotions.
When presenting a selection of tuxedos, Jane only shows three items at a time in order to:
1. Avoid confusion
2. Close the sale
3. Eliminate high priced items
4. Overcome objection
During which step of the sale should Lee determine why a customer is hesitant to buy?
1. Approaching the customer
2. Determining needs
3. Handling objections
4. Presenting the product
CRM stands for:
1. Client referral maintenance
2. Customer relationship management
3. Customer relation manual
4. Customer returns manuscript
Megan is a sales associate at Belk. Which approach should she use to be most effective?
1. Boomerang
2. Greeting
3. Merchandise
4. Service
"Good morning Mr. Jones, how are you today?" is an example of which approach?
1. Combination
2. Greeting
3. Merchandise
4. Service
Sally must observe, listen, and question customers in order to:
1. Approach customers
2. Build relationships
3. Determine a customer's needs
4. Present products to a customer
Observing, listening, and questioning are part of:
1. Approaching the customer
2. Building relationships
3. Determining the needs of the customer
4. Greeting the customer
A legitimate reason a customer has for not making a purchase is a/an:
1. Excuse
2. Objection
3. Problem
4. Reason
Listen, acknowledge, restate, and answer are procedures for handling:
1. Excuses
2. Objections
3. Procedures
4. Responses
Recommending larger quantities of merchandise at a lower price is:
1. Cross selling
2. Down selling
3. Upselling
4. Variable selling
Order processing, departure, and order fulfillment are:
1. After-sales activities
2. Before-sales activities
3. Continuing sales activities
4. Suggestion selling activities

Marketing - Objective 5.03

Quiz