Marketing Chapter 13

How might a customer feel if you asked several questions in a row?

• empathetic

• misunderstood

• uncertain

• cross-examined

During which step of the sale should you learn what the retail customer is looking for in a good or service?

• determining needs

• approaching the customer

• presenting the product

• overcoming objections

Lee works in the men's clothing department of a large department store. He noticed a regular customer inspecting an elegant suit. As he approached the customer, he said, "Good morning, Mr. Rivers. How may I help you this morning?" What method of initial approach is Lee using?

• greeting approach

• merchandise approach

• service approach

• suggestion selling

How should a salesperson approach a customer who is in a hurry?

• cautiously

• not at all

• quietly

• quickly

In an organizational sales situation, when are the customers' needs usually determined?

• when prospecting

• immediately after the approach

• when engaging the customer

• during the first meeting

As part of training, some salespeople _______________ more experienced salespeople before actually selling.

• shadow

• open-ended

• merchandise

• rational

Questions that require more than a "yes" or "no" answer are called ____________________ questions.

• shadow

• open-ended

• merchandise

• rational

When a retail salesperson approaches a customer and asks, "Are you looking for a children's jacket?" the salesperson is using the ____________________ approach method.

• shadow

• open-ended

• merchandise

• rational

Based on the dependability of her last Volkswagen automobile, Selena decided to buy a new one. So she had a(n) ________________ motive for her purchase.

• shadow

• open-ended

• merchandise

• rational

____________________ is an important interpersonal skill demonstrated by giving customers undivided attention when selling.

• service

• product

• arrive

• intended use

• listening