2.102.10

Why shouldWhy should salespeople salespeople create favorable create favorable

impressions during the impressions during the initial contact with initial contact with

customers?customers? A) Customers want to ask for A) Customers want to ask for

assistance.assistance. B) First impressions are difficult to B) First impressions are difficult to

change.change. C) First impressions seldom last very C) First impressions seldom last very

long.long. D) Customer rapport is unimportant.D) Customer rapport is unimportant.

B) First impressions are B) First impressions are difficult to change.difficult to change.

First impressions are difficult to change. First impressions are difficult to change. When customers receive a negative first When customers receive a negative first impression from the salesperson, it may impression from the salesperson, it may become permanent. This often results in become permanent. This often results in lost sales. Therefore, the salesperson must lost sales. Therefore, the salesperson must attempt to make a positive first impression attempt to make a positive first impression with customers and establish good with customers and establish good rapport, or understanding. This should rapport, or understanding. This should include offering the customer whatever include offering the customer whatever assistance might be needed since assistance might be needed since customers do not usually like to ask for customers do not usually like to ask for help.help.

What should the What should the salesperson do when s/he is salesperson do when s/he is

helping a customer and helping a customer and another customer enters another customer enters

the selling area?the selling area? A) Apologize to the first customer for A) Apologize to the first customer for

helping the second customer.helping the second customer. B) Leave the first customer to help B) Leave the first customer to help

the second customer.the second customer. C) Acknowledge the second C) Acknowledge the second

customer as soon as possiblecustomer as soon as possible D) Ignore the second customer until D) Ignore the second customer until

finished with the first customer.finished with the first customer.

C) Acknowledge the second C) Acknowledge the second customer as soon as customer as soon as

possible.possible. All customers should be acknowledged as soon All customers should be acknowledged as soon

as possible after entering the selling area. as possible after entering the selling area. Even if the sales person is busy with another Even if the sales person is busy with another customer, some form of acknowledgement customer, some form of acknowledgement should be given. It may be a smile, a nod, or should be given. It may be a smile, a nod, or some other gesture to let the waiting customer some other gesture to let the waiting customer know that the salesperson is aware of his/her know that the salesperson is aware of his/her presence. It is not appropriate, though, to presence. It is not appropriate, though, to leave the first customer until proper service leave the first customer until proper service has been provided and apologizing to the first has been provided and apologizing to the first customer would not make it correct.customer would not make it correct.

A customer has been A customer has been looking at different brands looking at different brands

of the same product for of the same product for several minutes. What is several minutes. What is

the appropriate sales the appropriate sales approach to use under approach to use under these circumstances?these circumstances? A) “may I help you?”A) “may I help you?”

B) “Good morning. How are you?”B) “Good morning. How are you?” C) “Brand X is on sales today.”C) “Brand X is on sales today.” D) “What can I do for you today?”D) “What can I do for you today?”

C) “Brand X is on sale C) “Brand X is on sale today.”today.”

This is an example of a merchandise This is an example of a merchandise approach-a comment or question approach-a comment or question that helps direct the customer’s that helps direct the customer’s attention to the merchandise. It attention to the merchandise. It usually refers to goods on display in usually refers to goods on display in which the customer seems to be which the customer seems to be showing an interest.showing an interest.

If you feel you are asking to If you feel you are asking to many questions but have many questions but have

not determined the not determined the customer’s needs or want, customer’s needs or want,

what can you do to vary what can you do to vary your approach.your approach. A) Use the questioning statements.A) Use the questioning statements.

B) Wait for the customer to ask B) Wait for the customer to ask question.question.

C) Ask question more slowly.C) Ask question more slowly. D) Speed up the pace of your D) Speed up the pace of your

questions.questions.

A) Use questioning A) Use questioning statements.statements.

Use questioning statements. These Use questioning statements. These are statements used to gain a are statements used to gain a response from the customer, but response from the customer, but they are not stated in question form. they are not stated in question form. Asking questions at a slower or Asking questions at a slower or faster pace would not reduce the faster pace would not reduce the number of questions.number of questions.

Tim could not think of any Tim could not think of any more questions to more questions to

determine a customer’s determine a customer’s need for a new stove. What need for a new stove. What

should Tim do?should Tim do? A) Use questioning for statements.A) Use questioning for statements. B) Wait for the customers to ask B) Wait for the customers to ask

questions.questions. C) Ask questions more slowly.C) Ask questions more slowly. D) Speed up the pace of your D) Speed up the pace of your

questions.questions.

A) Use questioning A) Use questioning statements.statements.

On what does the speed of On what does the speed of asking customers questions asking customers questions

depend?depend? A) Type of product that is being sold.A) Type of product that is being sold. B) Number of other customers B) Number of other customers

waitingwaiting C) Amount of time left before the C) Amount of time left before the

business closesbusiness closes D) Pace of the customer’s responses D) Pace of the customer’s responses

to your questions.to your questions.

D) Pace of the customer’s D) Pace of the customer’s responses to your responses to your

questions.questions. Pace of the customer’s responses to Pace of the customer’s responses to

your questions. A customer who is your questions. A customer who is quick to answer may be asked more quick to answer may be asked more direct questions at a faster pace. A direct questions at a faster pace. A customer who is slow in answering customer who is slow in answering questions may be frustrated or questions may be frustrated or become confused by your asking become confused by your asking him/her questions too quickly.him/her questions too quickly.

What is good advice for a What is good advice for a salespersons to follow when salespersons to follow when

questioning customers?questioning customers?

A) Ask each customer the same A) Ask each customer the same questions.questions.

B) Ask impersonal questions.B) Ask impersonal questions. C) The more questions you ask, the C) The more questions you ask, the

betterbetter D) Make sure customer answer your D) Make sure customer answer your

questions.questions.

B) Ask impersonal B) Ask impersonal questionsquestions

Salespeople should ask general Salespeople should ask general questions because personal questions because personal questions are inappropriate. The questions are inappropriate. The number of questions should be number of questions should be limited. If asked too many questions, limited. If asked too many questions, customers may feel that the customers may feel that the salesperson is trying to control or salesperson is trying to control or quiz them.quiz them.

What should a salesperson What should a salesperson explain to a customer when explain to a customer when recommending a substitute recommending a substitute

item?item? A) Buying motivesA) Buying motives B) Exchange policiesB) Exchange policies C) Comparable featuresC) Comparable features D) Fringe benefitsD) Fringe benefits

C) Comparable featuresC) Comparable features

When recommending a substitute When recommending a substitute item, salespeople should point out item, salespeople should point out the features and benefits so that the the features and benefits so that the customer can make a buying customer can make a buying decision. Sales people will need to decision. Sales people will need to tell the customer how the features of tell the customer how the features of the item are like those of the item the item are like those of the item requested. requested.

Judy sold customers Judy sold customers substitute computers for substitute computers for

the iPad. What should she the iPad. What should she explain to the customers explain to the customers

about the substitute about the substitute computers?computers?

A) Buying motivesA) Buying motives B) Exchange policiesB) Exchange policies C) Comparable featuresC) Comparable features D) Fringe benefitsD) Fringe benefits

C) Comparable featuresC) Comparable features

Cat said soCat said so

Analyze the following situation to Analyze the following situation to determine how the sale was lost : Ms. determine how the sale was lost : Ms.

Garcia asked a sales representative for Garcia asked a sales representative for a handheld scanner she seen at a trade a handheld scanner she seen at a trade

show. The sales representative said, show. The sales representative said, “you don’t want that scanner. It’s too “you don’t want that scanner. It’s too slow and inaccurate. For a few more slow and inaccurate. For a few more

dollars you can have this quality dollars you can have this quality scanner instead.” Ms. Garcia didn’t buy. scanner instead.” Ms. Garcia didn’t buy.

What had the sales representative What had the sales representative done?done? A) Pointed out features of the scannerA) Pointed out features of the scanner

B) Suggested trading-downB) Suggested trading-down C) Criticized the original request.C) Criticized the original request. D) Referred to the new item as a D) Referred to the new item as a

substitute.substitute.

C) Criticized the original C) Criticized the original requestrequest

Customers may be insulted when Customers may be insulted when sales representatives criticize the sales representatives criticize the requested item. Instead, the sales requested item. Instead, the sales representative should have representative should have discussed the similarities between discussed the similarities between Ms. Garcia’s request and the Ms. Garcia’s request and the suggested item.suggested item.