SELLING

49. Using selling to satisfy customers needs or desires should ensure that the salesperson and the business will both benefit over time from

A. Quick profits .

B. Increase returns .

C. Added utility .

D. Repeat business

49. D. Repeat business

• 50. Through sales, product are transferred to consumers who can then use them.

A. Increasing

B. Promote competition

C. Affecting employment

D. Adding utility

50. D. adding utility

68. George sold sandy a new living room set. What should George do an effective follow up to provide good service and develop a strong relationship with her?

A. Asking for referrals B. Calling to make sure the products are

satisfactory C. Explaining the company's business planD. Sending articles about local competitors

68. B. Calling to make sure the products are satisfactory.

• 64. what does a salesperson need to do to be successful in selling

A. Always attempt to sell related merchandise

B. Ask management to limit the number of brands

C. Describe the disadvantages of competing brands

D. Learn the futures unique to the brands s/he sells

D. Learn the futures unique to the brands s/he sells

• Learn the features unique to the brands s/he sells. Typically, all products have unique features which the salesperson should be familiar . Not all products have related items. Asking management to limit the number of brands the business carries would indicate the salesperson is not willing to learn about other brands. It is better selling technique to point out the advantages of the brands you sell than to describe the disadvantages of competing brands.

•

65. Joe is the salesperson who will sometimes forgo a sale in order to satisfy a customers needs. Carol always attempts to close a sale at all costs. Who is likely to be more successful salesperson?

A. Joe, because he is a nice person.

B. Carol, because Joe is to timid to close a sale.

C. Joe, because he will get more repeat business.

D. Carol, because she will make more sales.

65.C Joe, because he will get more repeat business.

• Joe, because he will get more repeat business. In the long run, Joe will be more successful because he makes a more sincere effort to satisfy customer needs, which will establish repeat clients. He will not establish repeat clients just because he is nice. Joe is not too timid to enclose the sale; he just has the customers best interests’ in mind. Because sales situation differ, attempts to close the sale do not always result in a sale. Carol may get more sales initially, but will probably have really little repeat business.

66. What can sales people do to maintain good relationships with existing customers?

A. Ask for new referrals

B. Use customers in advertisements

C. Live up to their promises

D. Send customers expensive gifts

C. Live up to their promises

• Live up to their promises an important part of providing services involves sales people doing what they say they will do. By living up to their promises, sales people will be able to maintain good relationships with existing customers. Customers know that they can rely on sales people and that they will receive the service and support what they need. Breaking promises is a sure way to lose customers. Business sometimes use customers in advertisements but that is not a way of maintain good relationships. Sales people often ask for referrals from customers with whom they have good relationships, but asking for referrals does not maintain the relationships. It is usually considered inappropriate to send customers expensive gifts that may be misinterpreted as bribes.

67. What is an effective follow up activity that salespeople can use to provide good services and develop strong relationships with customers?

A. Asking for referrals B. Calling to make sure the products are

satisfactory C. Explain the companies business planD. Sending articles about local competitor

67. B Calling to make sure the products are satisfactory

• Calling to make sure the products are satisfactory. Following up with customers is one way to provide good service to develop good relationships. There are several effective follow up activities and one is to call customers to make sure the products are satisfactory. Customers appreciate knowing that their business is important and that salespeople care enough to call to check on the products. Salespeople are follow up usually create good will. and develop strong relationships with customers who often continue to buy from the salespeople. Asking for referrals is a way of identifying potentially new customers. Salespeople usually do not explain the companies business plan. Salespeople might follow up by sending business information about the company and new products, but they will not send products to local competitors.

• 69. Which is a presale opportunity for salespeople to provide customer service?

A. Providing ample product information

B. Shipping and delivery

C. Maintenance and repair

D. Technical assistance and support

69. A Providing ample product information

• Providing ample product information is a pre-sale opportunity for salespeople to provide customer service. Successful salespeople make sure that customers have the information they need to make sound, well-informed decisions. This occurs during the sales presentation.

Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?

• A. Tell the customer to contact the manufacturer• B. Explain that s/he is new and doesn’t know• C. Try to serve the customer as best s/he can• D. Ask an available, experienced employee

Josh wants to know more about the benefits of his new IPad. What about the IPad he wants to know?

• A. What is the warranty?• B. What is it?• C. What is the price?• D. What's in it for me?

A customer interested in buying an expensive product asks a question you cant answer. The customer leaves without buying but promises to come back later. The only other person on hand who has the information you need is a coworker who is helping a customer. What should you do?

• A. Ask your coworker for the information as soon as his/her customer leaves

• B. Wait until the manager returns, and ask him/her for the information

• C. Write a memo to the manager requesting the information you need

• D. Interrupt your coworker to get the information before your customer returns

When salespeople explain the benefits of a technical product, what a questions are they answering for customers?

• A. What is the warranty?• B. What is it?• C. What is the price?• D. What's in it for me?

What type of product information might a salesperson be able to obtain from a manufacturers representative?

• A. How the product is made• B. What credit terms are available• C. How the product became popular• D. What inventory method to use

A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?

• A. Tell the customer to contact the manufacturer• B. Explain that s/he is new and doesn’t know• C. Try to serve the customer as best s/he can• D. Ask an available, experienced employee

How does a feature-benefit chart help a salesperson?

• A. Evaluates customer reaction to the presentation• B. Explains the business's compensation rate to the

salesperson• C. Determines which features and benefits appeal to

each customer• D. Provides a quick reference to the salesperson about

the product

• What should a salesperson remember to do during the closing phase of the selling process?

A. Show the customer a product

B. Put the customer at ease

C. Ask the customer questions

D. Ask the customer to buy

• The phase of the selling process that includes writing up the order is

A. Discovering needs

B. Prescribing solutions

C. Reaching closure

D. Establishing relationships

• Determine whether the following statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer

A. False, retail salespeople do not need this step

B. True, all salespeople make ever contact permanent

C. False, industrial salespeople do not need this step

D. True, this is an important step for all salespeople

• Which of the following is part of establishing relationships with customers

A. Using suggestion selling

B. Probing

C. Reaching closure

D. Sizing up the customer

• By what will the emphasis put on each phase of the selling process vary most significantly?

A. State and local laws

B. Economic climate

C. Product and the client

D. Geographic area

C. product and client. The different phases of the selling process can be made more or less important according to what kind of product is being sold and according to the client to whom it is being sold. The part of the country in which the sale occurs, the economic situation at the time, and the state/local laws would not affect the situation

• After that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson’s next step?

A. Trying to reach closure with the customer

B. Suggesting a specific computer to the customer

C. Trying to make the customer feel more relaxed

D. Giving the customer a price list

• Suggesting a specific computer to the customer. After learning about the customer’s needs, the next step is to prescribe a solution (specific computer). The salesperson should be well informed about the products he /she sells in order to suggest the most appropriate product. Price should be discussed as part of prescribing a solution to the customer’s need, but giving the customer a price list at this point would disrupt the selling process. Making the customer feel relaxed and at ease is part of establishing a relationship with the customer. The salesperson should not try to reach closre before a suitable product had been recommended and demonstrated.

A chair was purchased for $279.00, and the tax rate is 6%. What is the amount of tax?

A.15.34 B.16.74

C. 15.86 D. 14.74

A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?

A.$68.09 B. $67.08

C.$66.08 D.$69.09$68.08. to determine freight charges, divide the total weight by 100 to

obtain the number of 100 pounds units present in the shipment,

(589/100=5.89). Then, multiply this number by the rate per 100.

A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and delivery is $25. what is the total cost of the purchase?

A.$527.50 B.$553.88C. $527.63 D.$552.63

D, #552.63. to calculate the cost of the total purchase, first multiply the retail price by the discount to determine the amount of discount (%750 x .33 =$247.50). Subtract the discount amount from the retail price to determine the cost before tax ($502.50 x 5% or .05 =$25.13). Add the cost, the sales tax, and the delivery charge to determine the amount of the total purchase (#205.50 + $25.13 + $25.00 = $552.63)

How much should a ship a 47-pound to California from Utah based on the delivery chart provided?

weight

No to Exceed

48

States

12

*Alaska

& Hawaii

14

Puerto

Rico

15

*Alaska

(rural)

16

Weight not to Exceed

48

States

12

*Alaska

&

Hawaii

14

Puerto

Rico

15

*Alaska

(rural)

16

Letter $ 5.75 $ 9.00 $ 8.50 $12.50

1 lb.

2

3

4

5

6.00

7.00

7.75

8.25

9.00

10.25

11.50

12.75

14.00

15.25

9.75

11.26

12.75

14.25

15.50

20.25

22.25

24.00

24.75

25.50

41 lbs.

42

43

44

45

$48.75

50.00

51.00

52.00

53.00

$ 60.25

61.25

62.25

63.25

64.00

$ 57.25

58.25

59.25

60.25

61.25

$ 66.25

67.25

68.25

69.50

70.50

6

7

8

9

10

10.25

11.50

12.75

14.00

15.25

16.75

18.25

19.75

21.26

22.75

16.75

18.00

19.25

20.50

21.75

26.25

27.25

28.50

29.75

31.00

46

47

48

49

50

54.25

55.25

56.50

57.50

58.50

64.75

65.50

66.25

67.00

68.00

62.25

63.25

64.25

65.25

66.25

71.50

72.25

73.00

74.00

75.00

A. $72.25 B.$63.25

C. $65.50 D. $55.25

D, $55.25. based on the shipping chart provided, it would cost $55.25 to ship a 47-pound package to California from Utah. To determine this amount, locate the weight of the package and find the appropriate shipping zone. In this case, the package is being shipped within the 48 states therefore the cost is located in column 1. it would cost $65.50 to ship the package to Alaska and Hawaii, $63.25 to ship the package to Puerto Rico, and $72.25 to ship the package to a rural area in Alaska.

How much should be charged to ship a 42-pound package to Puerto Rico from North Carolina based on the delivery

chart provided? A. $50.00 B.$58.25

C. $61.25 D.$67.25

B

• How much should be charged to ship a 10-pound package to Hawaii from New Jersey based on the delivery chart provided?

A. $15.25 B.$25.75

C.$22.75 D.$31.00

B

What should a salesperson do when dealing with a customer who wants to return an

unsatisfactory item?

• A-exchange the item

• B-refer the customer to the manufacturer

• C-consult the buyers

• D-follow the businesses selling policies

Answer D…….why?

• Follow the businesses selling policies. Selling policies are the general rules set down by management to guide the personal-selling effort, and they include service policies that are designed to govern the support a company provides to customers after the sale. Policies governing the return of goods are covered under a businesses selling policies. A salesperson should know the accepted procedure for handling returns are not refer the customer to the manufacturer or consult the buyer. The customer may not want to exchange the item but obtain a credit or refund.

What should a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or

dinner?• A-to improve advertising

• B-to expand entertainment

• C-to increase salaries

• D-to control expenses

Answer D…..why?

•Because the other answers don’t make

sense!

What is an internal factor that affects the

selling policies of a business? • A-customers request

• B-actions of competitors

• C-financial resources

• D-government legislation

Answer C…..why?

• Financial resources. Financial resources are categorized as an internal factor over which a business has some control. If a firm has limited financial resources, its selling policies may contain strict requirements for credit approval. Actions of competitors, government legislation, and customer requests are examples of external factors operating in the business has little or no control.

what antitrust regulatory act would prevent a business from randomly offering discounts to

whomever it chose?

• A-federal trade commission act

• B-discount customer act

• C-Clayton act

• D-Robinson-Patman Act

Answer D…..why?

•Just because! Remember it!

Which of the following is an appropriate characteristic for a firms selling policies?

• A-open to interpretation

• B-based on the salesperson status

• C-enforced with reasonable firmness

• D-not subject to change

Answer C….why?

•To be appropriate you have to be reasonable

Which of the following is an internal factor that might have an effect on a business’s selling

policies:

• A-customer wants

• B-materials shortage

• C-social issues

• D-research efforts

Answer D….why?

•Just because!

55. Salespeople who moonlight or attend classes on company

time are guilty of?

A. Wasting their time.

B. Unethical behavior.

C. Violating laws.

D. Misusing assets.

56. One way business can help its salespeople demonstrate

ethical behavior in selling situations is byA. Developing sales quotas.

B. Establishing gift-giving guidelines.

C. Making price deals.

D. Requiring reciprocity.

57. Hotel supply salespeople who give expensive gifts to customers in an attempt to obtain their business are

A. Violating local laws.

B. Overstating expenses.

C. Accepting bribes.

D. Unethical behavior.

58. Taking a client golfing is usually acceptable, as long as

A. The salesperson does not talk about business during the outing.

B. The business relationship does not include awarding a contract.

C. The golf excursion lasts no longer than three hours.

D. The salesperson spends no more than $100.

110. Which situation demonstrates ethical behavior in selling?

A. Tom sells Mrs. Smith she can save $100 by purchasing a vacuum cleaner without the carpet attachment, because she has hardwood floors.

B. Mrs. Thompson tells John she cannot give him a raise, so he should claim additional expenses on his monthly expense account to make up for it.

C. Ron tells the customer she can save an additional $25 if she makes her check out to him instead of the company.

D. Mayhew’s raises prices on its clothing prior to a 25%-off sale so customers can feel good about the amount of money they are saving.

A

Tom sells Mrs. Smith she can save $100 by purchasing a vacuum cleaner without the carpet attachment, because she has hardwood floors. Tom is doing the customer a favor and demonstrating ethical behavior by not selling

her something for which she has no use. Mrs. Thompson is encouraging John to pad his expense account, thus costing the company additional money. This practice

demonstrates unethical behavior towards the company. Even though Ron is saving the customer money, he is undercutting his company. Mayhew’s is engaging in a

practice that is both illegal and unethical.

11. How can reciprocal sales arrangement between a buyer and seller create an unethical

situation?A. Ethical issues can occur when the reciprocity hurts or eliminates competition.

B. Reciprocal sales arrangements usually result when a branch of warranty occurs.

C. Ethical issues usually occur when the reciprocity is technological in nature.

D. Reciprocal sales arrangements almost always create price discrimination.

A

Ethical issues can occur when the reciprocity hurts or eliminates competition. Reciprocal sales arrangements agreements

between two parties that they will buy products from each other. Reciprocal sales agreements do not always create ethical

dilemmas; however, problems can occur when the two parties deliberately try to eliminate competition. Price discrimination

occurs when a seller has different pricing structures for similar customers. Reciprocal sales agreements do not necessarily

create price discrimination. A breach of warranty occurs when the quality or performance of a product is misrepresented by the seller. Reciprocal sales arrangements can occur with any type of business. Therefore, technological businesses are not any more

likely to experience ethical dilemmas when engaging in reciprocal selling arrangements than other types of business.