MKT Unit 3 Test

Individuals who are planning a career in selling should understand that

• there is one correct selling process.

• the selling process is quite simple.

• there is no single, correct selling process.

• the selling process never varies.

Using a step-by-step selling process is likely to increase company

• morale.

• standards.

• salaries.

• profits.

One of the purposes of establishing a relationship with a customer in the beginning of the selling process is to

• gain the customer's confidence.

• put the customer on guard.

• make a single sale.

• prevent customer objections.

To discover customer needs/wants, the salesperson should be skilled at

• watching and waiting.

• questioning and listening.

• coaxing and persuading.

• talking and arguing.

The emphasis put on each phase of the selling process varies according to

• season and market conditions.

• state and local laws.

• geography and economy.

• product and customer.

When is a salesperson's job done?

• After the sales presentation

• After the deal has closed

• When the item can no longer be returned

• When the customer is satisfied

Because product quality and price can easily be matched, customer service becomes a key component in business

• forecasts

• competition

• careers

• communications

To maintain relationships with clients, it's important for salespeople to

• offer free installation.

• keep in touch with them.

• send them online comment cards.

• personally perform product repairs.

Customer complaints and concerns should be

• a second priority behind closing the sale.

• taken seriously only if it's a large order.

• passed on to the manager.

• addressed as quickly as possible.

Which of the following is a key to customer service:

• Visiting customers personally

• Having a good attitude

• Offering interest-free loans

• Offering free training classes