ICEV Final Exam Practice Questions and Answers

ICEV Final Exam Practice Questions and Answers Which of the following is an example of personal selling? - ANSWER-Door-to-door sales Which of the following is NOT a goal of sales? - ANSWER-Increase employee morale Which of the following is NOT a current trend in sales? - ANSWER-Increasing telemarketing efforts What percentage of total sales does online sales account for each year? - ANSWER-33 percent Which of the following is true of business-to-business sales? - ANSWER-It typically requires an appointment Which of the following is NOT a rationale buying motive? - ANSWER-Prestige What is the recommended way for salespeople to come to understand the product they are selling? - ANSWER-Read printed materials and receive formal training Routine decision-making is used in which of the following situations? - ANSWER-When familiarity with the product is high What are examples of product typically purchased using limited decision-making? - ANSWER- Technology and household appliances Which of the following is NOT a suggested source of sales leads? - ANSWER-Social Events Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024 Copyright ©Stuvia International BV Page 2/27 When is it alright to perform the selling process out of order? - ANSWER-When the customer dictates it What is the second step in the selling process? - ANSWER-Determining customer needs What is the final step of the selling process? - ANSWER-Building relationships The selling process is unique based on what variables? - ANSWER-Type of sale, product and customer What should the selling process help a salesperson do? - ANSWER-Fulfill the needs and wants of customers What is a combination approach? - ANSWER-One which involves elements of each other type of approach Which of the following is a purpose of the approach? - ANSWER-Beginning a conversation What is a common approach mistake? - ANSWER-Asking "May I help you?" too often Which of the following is NOT a suggested type of approach? - ANSWER-Decisive Which of the following examples is considered a merchandise approach? - ANSWER-"I noticed you looking at the tile. How much do you need?" When observing, a salesperson should notice which of the following? - ANSWER-The time a customer spends with the product Determining the customer's needs should NOT involve what? - ANSWER-Assumptions Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024 Copyright ©Stuvia International BV Page 3/27 Which of the following topics should be avoided when questioning a customer? - ANSWER-Price and money What is a close-ended question? - ANSWER-One which requires a yes or no answer Which of the following is NOT an open-ended question? - ANSWER-"Will this work for what you're needing?" How many products should a salesperson show a customer at one time? - ANSWER-No more than three What is a customer benefit? - ANSWER-Advantages and satisfaction a customer receives from a product Which of the following is NOT a recommended sales aid? - ANSWER-Competing products What does involving the customer include? - ANSWER-Conversation and giving the customer experience with the product What is a product feature? - ANSWER-Physical attributes of a product Which of the following is an example of the superior-selling method of overcoming resistance? - ANSWER-"The high price is due to the added capabilities you need which cheaper models don't have." What is the third step in the process for handling customer resistance? - ANSWER-Restate the specific objection What is the boomerang method for overcoming resistance? - ANSWER-Turning the objection into a selling point Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024 Copyright ©Stuvia International BV Page 4/27 What is a customer objection? - ANSWER-A valid concern, hesitation, doubt or honest reason for not making a purchase What of the following is NOT a common type of resistance? - ANSWER-Society-related Which of the following would NOT be considered a "buying signal"? - ANSWER-Looking at watch What is an ascending close? - ANSWER-Asking questions which require "yes" for an answer Which of the following is NOT an example of a possible incentive offered through an incentive program? - ANSWER-Ability to hire and fire What is commission? - ANSWER-A reward for an employee based on performance Which of the following is an example of a standing room only close? - ANSWER-"Don't wait too long, they may be gone by next week." Which method for suggestion selling is seen as a routine habit and is often required by a company? - ANSWER-Calling attention to special sales offers What is the easiest form of suggestion selling? - ANSWER-Offering related merchandise Who does suggestion selling benefit? - ANSWER-The customer, salesperson and company What is suggestion selling? - ANSWER-Offering related goods to