Chapter 14: Presenting the Product

If a customer wants an item that is out of stock, a salesperson might suggest a different product that would suit the customer’s needs.

• True

• False

It is acceptable for a salesperson to use jargon during a business-to-business or industrial sales presentation

• True

• False

 In which selling situation is using the latest jargon acceptable?

• retail clothing to young adults

• beds and dressers to hotel managers

• computer products to parents of school-age children

• home gardening tools to first-time gardeners

“We really can’t buy this car because we have to repaint our house and replace our refrigerator.” What is the basis for this type of objection?

• product

• source

• need

• time

A customer in a computer store tells the salesperson, “I can’t buy this software program. I don’t understand the directions.” The salesperson’s replies, “Let’s read over the directions together. What is the first direction you find confusing?” What method of handling objections is the salesperson using?

• superior point

• boomerang

• demonstration

• question

A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.” What step of the basic strategy for handling objections does this comment represent?

• acknowledging

• answering

• restating

• listening

During a presentation, what is the maximum number of items a salesperson should show a customer at one time?

• one

• two

• three

• four

concerns, hesitations, doubts

• jargon

• substitution method

• excuses

• objections

• objection analysis sheet

recommending a different product

• jargon

• substitution method

• excuses

• objections

• objection analysis sheet

reasons for not buying or seeing a salesperson

• jargon

• substitution method

• excuses

• objections

• objection analysis sheet