1. Chapter 13&14 Review Marketing ∙ Minot High School

2. Selling Approach the Customer Determine Needs Product Presentation Overcoming Objections Miscellaneous $100 $200 $300 $400 $500

3. The process of matching customer needs and wants to the features and benefits of a product or service is called?

4. What are the Seven Steps to Selling?

5. Which of the seven steps involves learning why the customer is reluctant to buy a product and results in the salesperson providing information to remove that uncertainty.

6. Which of the seven steps of selling involves the salesperson getting the customer’s agreement to buy?

7. Which of the steps of selling is the following scenario representing? You have agreed to purchase a computer. The salesperson says “I will be happy to take this to checkout for you. Before we go, would you be interested in a printer as well. Because you have a new computer you can get a printer for 10% off today.

8. How would you begin a conversation in Business-to-Business Selling? Give three examples.

9. What are the three initial approach methods you can use when approaching a customer in retail sales?

10. What are the three purposes of the initial approach in sales (both B2B and Retail Sales)?

11. Which retail sales approach is being used in the following example? “Welcome to Sears, all our merchandise is 20% off today.”

12. What are three ways you can establish a relationship with your customer in retail sales?

13. When should you determine customer needs for B2B and for retail sales?

14. This is when a customer expresses oneself or communicate in a manner without words

15. What are three methods you can use to determine customer needs?.

16. When you are determining customer needs, what type of words would you build your questions around regarding the product? Give three words.

17. When you ask a specific question of a customer that requires him/her to construct their own answers, or requires more than a yes or no answer. This is called?

18. What are four examples of a sales aid?

19. When preparing for a product presentation, what are two decisions you will need to make regarding the product?

20. When you pick up a product to show the customer, show different angels in different lighting, and hold it with care and respect, which of the four presentation factors are you engaged in?

21. What are the four factors for creating a product presentation?

22. What is the goal of the product presentation step of the selling process?

23. These are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase?

24. What are the four basic steps to handle objections?

25. What are the five main reasons that customers will object to buying a product?

26. When an objection from your customer is correct and you as a salesperson agree but offset this with beneficial features, what method of handling objections are you engaged in? Ex: Your prices are higher than the competition for a similar product. Response: That’s true, however, we use better quality wool in our garments and we guarantee our products.

27. When a customer has an objection to buying and you as a salesperson show the customer how the product works as a way to overcome their concerns, what method of handling objections are you engaged in? Ex: I can’t believe this fitness equipment folds up and fits under a bed. Response: I am glad you asked that, lets test it. I’ll show you how easy it is then let you try it.

28. If a customer says to you “ I don’t think I want to buy a Dell computer because I don’t like the Dell brand”. Which of the 5 key objections is your customer basing this decision on?

29. When you say to a customer “I can see your point” Which of the four steps of handling objections are you engaged in?

30. Facial expressions, hand motions, and Eye movements, or how long customer looks at a product are all examples of this?

31. Maintain eye contact, let the customer talk, and be attentive demonstrates which of the four steps of handling an objection?

32. A Customer says they don’t believe the camera will take clear photos. You respond with “John Smith purchased this same camera last month. He sent me an e-mail stating he has the best pictures he’s ever taken. He said they are very clear, and have great color”. What method of handling objections are your engage in?