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chpt 15 S&E marketin
| Term | Definition |
|---|---|
| If a trial close is a failure in a retail setting, the salesperson should continue with the product presentation. | True |
| Encouraging a customer to make a decision between two items is an example of trial close | False |
| Many perfume and make-up salespeople offer customers a gift such as a make-up bag or small bottle of perfume with a purchase. This offer is part of a service close. | True |
| As a customer leaves a shop, the salesperson should thank him or her even if the customer has not made a purchase. | True |
| A popular trend among companies today is customer retention management known as CRM | False |
| The sales close that should be used infrequently because it can be viewed by the customer as a pressure tactic is the | standing room only close |
| Just before she writes up a customer’s order, Latasha shows the customer the store’s newest merchandise, particularly those items that coordinate with the customer’s purchases. What method is she using to sell additional merchandise? | offering related merchandise |
| During what stage of selling should you educate a customer about the special care or special instructions an item requires? | departure |
| What is the easiest and most effective method of suggestion selling? | offering related merchandise |
| What should the salesperson do when a customer is having difficulty making a buying decision? | stop showing additional merchandise |
| In the new e-commerce economy success often depends as much on appropriate ___________ strategies as having the right price. | fulfillment |
| The salespeople at the Sleek But Practical Car Agency always call a customer three weeks after he or she has purchased a car to see if the customer is satisfied with the car and the agency’s service. The calls exemplify the after-sale activity known as() | follow up |
| Courtney owns an art gallery. Recently, she heard a customer say, “This landscape painting will be perfect for the north wall in my dining room.” Courtney recognized the customer’s implied ownership as a buying ____________________. | signal |
| One of the most helpful techniques for closing the sale is a dramatic product ____________________. | presentation |
| “May I write up your order now?” is a question to be used during a(n) ____________________ close. | direct |
| Max suggested that SAS may want to purchase four seats to the Panthers games versus two because he could offer a much deeper discount. This is an example of ____________ selling | up |
| Objective self __________________ is a helpful tool in any career. It includes thinking about what were your strong points in presentation? What did you do wrong? | evaluation |
| A salesperson should not rush a customer into making a buying decision because, in a consumer-oriented marketplace, the salesperson’s primary interest should always be in customer ____________________. | satisfaction |
| “This brass lamp would look very elegant on the coffee table you’re purchasing,” is an example of the suggestion selling method called “offering ____________________ merchandise.” | related |
| Companies use after-sale and customer relationship management strategies in order to encourage ____________________ business | repeat |
| can be used when the price of a product will soon increase | standing room only close |
| a first attempt to get a customer’s agreement to buy | trial close |
| the period in which a salesperson should try to reinforce a customer’s buying decision | departure |
| techniques for nurturing customer relationships | relationship marketing |
| a personal characteristic that causes one to view a failure as a challenge, not a defeat | perseverance |
| to analyze what has occurred | evaluate |
| offering a customer a payment plan for a purchase | service close |
| can be used when a customer has clearly indicated positive feelings about a purchase | direct close |
| a short time when merchandise is discounted | special sale |
| encouraging a customer to view a purchase decision as a choice between two items | which close |
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