Marketing Review- Unit 3- Ch. 12, 13, 14, and 15 Exam Questions and Complete Solutions Graded A+

  Michelle received employee of the month for exceeding her sales _. - Answer: quota How a B2B salesperson handles the preapproach of a sale depends mainly on the salesperson's _ with a customer. - Answer: prior relationship The most basic of a product benefits is the product's intended _. - Answer: purpose/use Sarah's first car was a Volvo that she never had any issues with. When it came to buying her second and third car, Sarah purchased another Volvo. When Sarah buys her fourth Volvo, Sarah is displaying a _ motive for her purchase. - Answer: rational Ocean Pharmacy has been a small-town drug store for 43 years. The grandchildren of original customers are now faithful, happy customers. It is clear that the pharmacy's owner knows that customer _ is part of their success. - Answer: loyalty In retail selling, vacuuming and dusting are part of the _ of the sale. - Answer: preapproach On her 50th birthday, Mrs. London bought a jar of Young Again face cream because she wanted to "recapture that youthful feeling" promised in the face cream advertisements. Mrs. London had a(n) _ motive for her purchase. - Answer: emotional Last year, Jamie and Lydia started a public relations firm in the spare bedroom of Lydia's house. Now they have so many clients they must find and rent office space, a task neither has ever done. Selecting the space will require _ decision making - Answer: extensive Jorge is a pharmaceutical salesperson for Benway Drug Company. Jorge travels to doctors' offices every day to meet personally with the physicians. In doing so Jorge is looking for potential customers or _. - Answer: prospects When _ the product, a good salesperson will educate the customer - Answer: presenting When a retail salesperson approaches a customer and asks are you looking for a children's jacket the salesperson is using the _ approach method - Answer: service Maintaining eye contact, providing feedback, and giving customers your undivided attention are important parts of _. - Answer: listening Facial expressions, hand motions, and eye movements are part of the _ communication. - Answer: nonverbal Do not show more than _ items at one time during the sales presentation. - Answer: three For a B2B sales approach, it is best to _ early. - Answer: arrive If a salesperson notices a customer inspecting a flat screen television, the most effective initial approach in retail sales would be the _ approach method. - Answer: merchandise The first five minutes of a meeting with a customer are critical because they set the mood of the sale and establish a(n) _ with the customer. - Answer: rapport Questions that require more than a "yes" or "no" answer are called _ questions. - Answer: open-ended A technique that answers objections by showing the customer how to operate a product is called the _ method. - Answer: demonstration The third party method of handling objections requires the use of _ from satisfied customers. - Answer: testimonial An effective way of maintaining the customer's interest in a product presentation is to _ the customer in the presentation. - Answer: involve Bill Long is a patio furniture salesman. His customer is eyeing a beautiful redwood table but says, "I'm sure the finish on this table will warp." Bill assures the customer that the table has been specially treated to prevent its warping. Bill uses the _ method of handling objections. - Answer: denial The process of locating potential customers without direct help from an employer or other source is called _. - Answer: cold canvassing A salesperson can use newspaper articles, graphs, and customer testimonials as sales _ in presenting a product. - Answer: aids In some sales situations, it is possible for a salesperson to confront and answer anticipated _ by incorporating them in the presentation. - Answer: objections As a salesperson, you may not be able to determine immediately a customer's price range for buying a particular item. In that case, always begin a presentation by offering items in the _ price range. - Answer: medium While shopping at Charlotte shop, Sasha remarked that the boutique charged twice as much for its merchandise. By using the _ method, Charlotte Shop assured Sasha that her merchandise is one of a kind. - Answer: superior point Asking a customer several questions in a row can make them feel _. - Answer: cross-examined Garrett was shopping for a new dry-fit, 3/4 zip jacket. He is deciding between a blue Nike jacket and a black Adidas jacket. A _ close is used to encourage Garrett to make a decision between these two items. - Answer: which "How would you like to pay for this purchase - cash, check or card?" is a question to be used during a(n) _ close. - Answer: direct One of the most helpful techniques for closing the sale is a dramatic product _. - Answer: presentation The _ close is a method used when a product is in short supply or when the price will be going up in the near future. It can perceived as a high pressure tactic. - Answer: standing-room-only _ is selling additional goods or services to the customer that will save them time and money. - Answer: suggestion selling The Apple Watch Series 2 is water resistant to a depth of 50 meters. This is an example of a product _. - Answer: feature "This brass lamp would look very elegant on the coffee table you are purchasing." is an example of offering _. - Answer: related merchandise Companies use relationship marketing in order to encourage _ customers. - Answer: repeat feature-benefit selling - Answer: Matching a product's characteristics with a purchaser's requirments telemarketing - Answer: technique for selling over the phone rational motive - Answer: a fact-based reason for making a purchase personal selling - Answer: direct contact between salesperson and customer feature-benefit chart - Answer: comparison of product characteristics and purchaser's wants and needs selling - Answer: helping customers make satisfying purchase decisions customer benefit - Answer: advantages or satisfaction received from a good or service preapproach - Answer: a time in which one looks for customers and prepares for a sale prospecting - Answer: looking for new customers lead - Answer: names of potential customers gathered from one's employer 7 methods for handling objections - Answer: denial - substitution - third party - boomerang - superior point - question - demonstration list and describe 3 methods of closing a sale - Answer: direct- asking them to pay or if they are ready which- encourages the customer to make a decision standing room only- short time for a sale or low stock service- offers them help that overcomes obstacles