Sales, Service & USP Test Review

Personal selling includes telemarketing.  

• True

• False

Which term is used to describe a business’s percentage of total sales within a given market or industry? 

• Sales leads

• Customer Loyalty

• Industry Mastery

• Market Share

Quality is an example of a(n) _________ buying motive, whereas tradition is an example of a(n) __________ buying motive. 

• Controlled; Impulsive

• Impulsive; Controlled

• Rational; Emotional

• Emotional; Rational

Susan is preparing to purchase a new car. Which type of decision-making is she most likely to use? 

• Routine

• Dependent

• Limited

• Extensive

To be successful, the selling process may require a salesperson to push customers to buy something they might not need or want. 

• True

• False

When determining customer needs, ___________ involves noticing a customer’s nonverbal communication and reactions.  

• Listening

• Questioning

• Selling

• Observing

Matching the characteristics of a product to how it will meet a customer’s wants and needs is known as which of the following? 

• Personal selling

• Feature-benefit selling

• Suggestion Selling

• Service Selling

Insincere reasons for not making a purchase are considered which of the following?  

• Resistance

• Objections

• Excuses

• Insults

Customer expectations evolve over time.

• True

• False

Employees deserve less respect than customers.  

• True

• False