1. During the objection phase of the sales process, if the customer gives an objection then the salesperson should go back to what step? Presentation Follow Up Meet and Greet Qualifying
2. Telemarketing is a form of indirect sales. TRUE FALSE
3. What is the best way to close a sale through the Internet? Email of acceptance. An online order form. Through the toll free number given on the site. Customer service representatives online.
4. What are 4 of the 6 steps of the sales process? Greeting, Sign Up, Presentation, Follow Up Qualifying, Presentation, Closing, Follow Up Sign Up, Overcome Objections, Closing, Follow Up Greeting, Qualifying, Closing, Calculate
5. EDI stands for Electronic Different Information. TRUE FALSE
6. Name one step you can take to insure clients receive excellent customer service. Have a full time customer service quality control manager. Always have a manager present at every sale. Hand out gifts with every purchase. Put your customer service policy in writing.
7. During the qualifying step of the sales process is where you see if the customer needs the product. TRUE FALSE
8. What four areas of customer service training do employees often get help in? Stress management, empathy, conflict resolution, listening. Empathy, dress management, conflict resolution, speaking. Stress management, dress management, listening, speaking. Conflict resolution, empathy, listening, speaking.
9. What is Multi Level Marketing? A system of marketing which relies on telemarketers to get all sales leads. A system of marketing where once you reach a certain level of sales, you can change the name of the company. A system of marketing where you can be both a manager and a customer. A system of marketing which puts more emphasis upon the recruiting of distributors than on the selling of products.
10. What are consignment sales? An arrangement where one party buys something from another party and resells the merchandise at a profit. An arrangement between two parties where one makes the merchandise then sells the merchandise to another party at a discount. An arrangement whereby merchandise owned by one party is sold by another party, usually on a commission basis. An arrangement of two parties where one party sells merchandise to another party who sells it to a third party.
11. What is a sales quota? Dollar or unit sales goals set for the sales staff to achieve in a specified period of time. A device that counts sales at the time they are happening. A dollar amount set for a specific item, not to exceed that amount. A set dollar amount to pay salespeople whether they make a sale or not.
12. Name two ways in which virtual sales differ from real sales. Limited market, No marketing team Limited face-to-face contact with customers, No physical product Limited hours of operation, Limited number of employees No physical product, Limited management team
13. When selling at a trade fair, additional preparation is needed. Name two things that need to be done for a trade fair. Dress appropriately, Have lots of light displays. Pick a trade fair leader, Have a contest for your sales staff.. Have trade fair specials, Develop a well organized system. Make sure you have a banner, Make sure the company accountants are logging receipts.
14. Selling skills can be learned. ''Natural-born'' salespeople are really just excellent _____. The skills needed to be a successful salesperson are not difficult to develop, and are refined through practice. con-artist hand-shakers dressers communicators
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