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What does a salesperson need to do to be successful in selling?
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Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson?
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Marketing brown
study guide
| Question | Answer |
|---|---|
| What does a salesperson need to do to be successful in selling? | Learn the features unique to the brands s/he sells |
| Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson? | Joe because he will get more repeat business |
| What can salespeople do to maintain good relationships with existing customers? | Live up to their promises |
| What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers? | Calling to make sure the products are satisfactory |
| George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her? | Calling to make sure the products are satisfactory |
| Which is a pre-sale opportunity for salespeople to provide customer service? | Providing ample product information |
| What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? | Follow the business's selling policies |
| What is an internal factor that affects the selling policies of a business? | Financial resources |
| What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error? | Make sure the mistake is corrected |
| What should employees do to maintain a customer-service mindset? | Devote their full attention to customers |
| How do service-oriented companies often improve their levels of service? | By requesting input through employee and customer surveys |
| What is one of the benefits to a business of reinforcing service orientation through communication? | Builds positive relationships with customers |
| What is a guideline for employees to follow in handling customer inquiries? | Make sure you clearly understand customers' inquiries |
| A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do? | Make sure you clearly understand customers' inquiries |
| What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back? | Ask the customers when it would be convenient to call them |
| What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? | Offend the clients |
| Jami researched her international customers' buying behanior. Jami wanted to be sure she did make the common mistake to do which of the following actions? | Offend the clients |
| What should help businesspeople adapt their communication styles to appeal to clients from other cultures? | Being patient, flexible, and empathetic |
| What is a factor that affects a business's selection of policies to guide its operations? | Nature of the business |
| What is one of the purposes of having business policies? | To make sure the business's actions are consistent |
| What should salespeople do when they must cope with customers who are being disagreeable? | Listen patiently and try to stay calm |
| What kind of customer would make the following statement: "I must compare the different shades of color and fabrics available for a new comforter set." | Slow/Methodical |
| What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time." | Slow/Methodical |
| What is a cost associated with customer complaints? | Loss of sales |
| Which of the following would be the most likely cause of customer complaints? | Product quality |
| What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint? | Restate the complaint |
| Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next? | Restate the complaint |
| Are noncomplainers a more difficult problem for businesses than complainers? | Yes, because the salesperson does not have an opportunity to handle the complaint. |
| Why would a business use a broad product mix? | To promote one-stop shopping |
| Which of the following is a reason that a business would make changes to its products? | To keep up with changing consumer preferences |
| How does the use of grades and standards affect the buying and selling process? | It enables customers to buy without having to inspect each product |
| Why do many professional organizations develop standards for their members to follow? | To promote product safety |
| Which is an example of an implied warranty? | A customer buys a toaster and assumes it will toast bread. |
| Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled? | implied |
| A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ________________ warranty. | express |
| What is a purpose of warranties and guarantees? | To protect the producer and the seller |
| Harrison Stroller Company manufactures baby strollers. The business launched a new stroller line in hopes of increasing its market share. The new model featured neon, plastic, musical toys on the front bar of the stroller. By the middle of the first ye | Product liability |
| Question: Lakeview Manufacturing produces canned tuna fish for consumers and pets. After the company decided to expand its market to three additional states, it discovered that the pet products were labeled incorrectly. They had been packaged and distr | Product recall |
| When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? | Making a brand promise |
| John communicates through all advertisements that his employees go through extensive training. What is John doing? | Making a brand promise |
| What will probably happen to a business if it continously fails to deliver on its brand promise? | Lose credibility |
| What is an example of an employee reinforcing a firm's image through his/her job performance? | Jack politely asks if his customer would like a beverage while s/he waits for car service. |
| Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business? | Requiring employees to respond to customer inquiries within 24 hours |
| What type of product information might a salesperson be able to obtain from a manufacturer's representative? | How the product is made |
| A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do? | Ask an available, experienced employee |
| Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do? | Ask an available, experienced employee |
| How does a feature-beneft chart help a salesperson? | Provides a quick reference to the salesperson about the product |
| What is a product benefit that a salesperson might point out to a customer who wants to buy a computer? | Pre-installed software saves money |
| When salespeople explain the benefits of a technical product, what questions are they answering for customers? | What's in it for me? |
| Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know? | What's in it for me? |
| After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step? | Suggesting a specific computer to the customer |
| By what will the emphasis put on each phase of the selling process vary most significantly? | Product and client |
| What should the salesperson do when s/he is helping a customer and another customer enters the selling area? | Acknowledge the second customer as soon as possible. |
| A customer has been looking at different brands of the same product for several minutes. What is the most appropriate sales approach to use under these circumstances? | -"Brand X is on sale today." |
| If you feel you are asking too many questions but have not determined the customer's need or want, what can you do to vary your approach? | Use questioning statements |
| Tim could not think of anymore questions to determine a customer's need for a new stove. What should Tim do? | Use questioning statements |
| On what does the speed of asking customers questions depend? | Pace of the customer's responses to your questions |
| What is good advice for a salesperson to follow when questioning customers? | Ask impersonal questions |
| What should a salesperson explain to a customer when recommending a substitute item? | Comparable features |
| Judy sold customers substitute computers for the iPad. What should she explain to th customers about the substitute computers? | Comparable features |
| Analyze the following situation to determine how the sale was lost: Ms. Garcia asked a sales representative for a handheld scanner she'd seen at a trade show. The sales representative said, "You don't want that scanner. It's too slow and inaccurate. Fo | Criticized the original request |
| A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do? | Offer to call the printer's manufacturer to check availability and delivery dates |
| When a customer's special order arrives, another customer who is on hand at the time asks to buy the item. What should the salesperson do? | Hold the item for the original customer and offer to place an order for the new customer |
| What is often one of the first steps in processing an incoming telephone order? | Obtaining customer's name |
| Shari wants to make sure that she knows which customers' orders she is taking on the telephone, which one of the first steps in processing incoming telephone orders would help? | Obtaining customer's name |
| What is usually an important step in processing a customer's telephone order? | Checking product availability |
| A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges? | -$68.09 |
| A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase? | -$552.63 |
| How much should be charged to ship a 47-pound package to California from Utah based on the delivery chart provided in Figure 2.09A? | |
| How much should be charged to ship a 10-pound package to Hawaii from New Jersey based on the delivery chart provided in Figure 2.09A? | |
| How much should be charged to ship a 42-pound package to Puerto Rico from North Carolina based on the delivery chart provided in Figure 2.09A? |
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ehow1994