entrepreneurship chapter 6 smart selling and effective customer service; When you sell, you should always listen carefully to customer complaints, because; Entrepreneurs sell constantly to; The essence of selling is teaching
Trang 1Entrepreneurship: Starting & Operating a Small Business, 4e (Mariotti)
Chapter 6 Smart Selling and Effective Customer Service
1) Entrepreneurs constantly, not just to customers, but to investors, bankers and people they want to hire
A) sell
B) try to make a good impression
C) attempt to be optimistic
D) All of the above
Answer: D
2) When you sell, you should always listen carefully to customer complaints, because A) it's better to have customers complain to you than to other people
B) customers are happier when you listen to them
C) they provide invaluable information about how to improve the product or service
D) the "buck" stops here
Answer: C
3) Entrepreneurs sell constantly to
A) potential employees
B) potential investors
C) customers
D) All of the above
Answer: D
4) The essence of selling is teaching
Answer: TRUE
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Trang 26) If you decide to pay yourself a commission from your business, you will be earning
A) a percentage of your business profit
B) a percentage of each sale
C) a set salary
D) a bonus
Answer: B
7) When you are starting out and cannot afford to pay sales representatives full-time salaries, you can offer instead
A) incentives
B) bonuses
C) commissions
D) bonuses and incentives
Answer: C
8) An appointment with a potential customer to explain or demonstrate your product or service is called a
A) sales call
B) pre-qualification
C) product demonstration
D) presentation
Answer: A
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Trang 39) Objectives during a sales call include making the customer A) want to buy the product or service from you
B) aware of your product or service
C) want to buy your product or service
D) All of the above
Answer: D
10) Good salespeople
A) believe in what they are selling
B) feel good about what they are selling
C) All of the above
D) None of the above
Answer: C
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Trang 412) During each sales call you make, focus on this question.
A) How can I make the customer buy from me?
B) What does the customer need?
C) How can I convince the customer to ignore his/her objections?
D) How do I handle the objections that will be raised?
Answer: B
13) The most important thing to do during a sales call is
A) listen, in order to learn what the customer needs
B) keep talking so the customer doesn't lose interest
C) ask questions to keep the customer engaged in the sales call
D) push for the sale early and don't mention price until the end
Answer: A
14) What should you do when a customer raises objections during a sales call?
A) Ignore them; the customer will forget about them by the time the call is over
B) Acknowledge objections as they arise and respond to them
C) Shorten the sales call; don't waste time on a customer who has objections to your product or service
D) Say, "I'll get back to that in a moment."
Answer: B
15) are people and/or organizations that may be receptive to a sales pitch
A) Prospects
B) Potentials
C) Probables
D) Possibles
Answer: A
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Trang 516) Successful businesses are built on .
A) repeat business
B) frequent sales
C) big sales
D) highly profitable sales
Answer: A
17) People you think might be receptive to your sales presentation are called A) consumers
B) customers
C) prospects
D) interested parties
Answer: C
18) Every sales call is an opportunity to
A) improve your selling skills
B) talk and talk and talk to the customer
C) exploit your customers
D) None of the above
Answer: A
19) Which of the following is not a prequalification question?
A) Is this individual in my market?
B) Does he or she need my product?
C) How will he or she pay for it?
D) Can he or she afford it?
Answer: C
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Trang 620) It is not really necessary to prequalify your customer before the sales call since it can be done during the sale
Answer: FALSE
21) Asking the right questions is optional during a sales call or presentation
Answer: FALSE
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Trang 724) Using technology to sell .
A) is not really necessary
B) works for products but not services
C) can be useful in helping you communicate your product to the customer and to stay in
touch with the customer
D) is too expensive for the average salesperson
Answer: C
25) Brian Tracy believes all objections fall into one of six categories Which of the following is
not one of the six?
A) follow-up service and competition
B) support, warranties and assurances
C) price and performance
D) None of the above
Answer: D
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Trang 826) Which of the following is not an example of customer service?
A) Suggest a less expensive product that will meet the customer's need
B) Deliver the product on time
C) Keep a customer on hold indefinitely
D) Help customers carry their purchases to their vehicles
Answer: C
27) Everything that a business does to keep its customers happy is called
A) customer service
B) customer appreciation
C) post-sale service
D) customer satisfaction
Answer: A
28) Joe Girard's Law of states that just a few unhappy customers can keep a great many other customers away from your business
A) 250
B) Sales
C) 200
D) Sales Averages
Answer: A
29) Customer complaints should be
A) carefully listened to, but not responded to (don't let the customer know you take the complaints seriously)
B) acknowledged and responded to politely
C) politely ignored
D) put in priority order
Answer: B
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Trang 930) Telling the truth about any negative aspect of a product or service usually A) means that you are dishonest
B) annoys your customer
C) gains your customer's trust
D) makes a customer think you are up to something
Answer: C
31) Which of the following is not a cost of losing a customer?
A) loss of past dollars
B) loss of jobs
C) loss of reputation
D) loss of future business
Answer: A
32) Customer service is everything you do to keep customers happy, especially A) after they've bought something
B) during the buying process
C) before they've bought something
D) as they are paying for the product
Answer: A
33) Losing a customer can hurt by
A) loss of jobs
B) losing your reputation and future business
C) losing the current dollars
D) All of the above
Answer: D
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Trang 1034) An angry customer can make you angry too However, it is crucial that .
A) you ensure you continue to sell your product or service
B) you stay calm, ask the customer to explain the situation, and do not interrupt the customer as she speaks
C) you make your points to the customer
D) once the sale is made, you do not go back to this person
Answer: B
35) A successful business is built upon repeat customers
Answer: TRUE
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Trang 1137) When is an entrepreneur done collecting market research for his/her business?
A) when the business has been opened
B) when the business has been operating for six months
C) never
D) when the minimum sales have been reached
Answer: C
38) Information such as customers' e-mail addresses and purchasing history can be stored in a simple computer
A) Web site
B) program
C) database
D) software
Answer: C
39) As your database grows, you can make it more sophisticated by organizing it by region or
A) customer interest
B) age
C) gender
D) ethnic group
Answer: A
40) The Small Business Administration advises sales people to put the customer first, stay close
to the customer, and pay attention to details
Answer: TRUE
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