A salesperson has explained a product's features and benefits that appeared to be of interest to the customer. What should the salesperson do if the customer reacts negatively?

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MktgMgmt4.0Part2

Unit 4.0 Marketing Management

Question	Answer
How do customers benefit from the effective use of buying motives in selling?	Their needs and wants are satisfied
By observing customers' facial expressions during a sales presentation, you can learn:	Which selling points appeal to them
A salesperson has explained a product's features and benefits that appeared to be of interest to the customer. What should the salesperson do if the customer reacts negatively?	Ask additional questions and explain other features and benefits
A salesperson's ability to thoroughly explain a product's benefits is particularly important when selling products with:	Hidden Benefits
What type of probe should be used to determine what the customer is thinking?	Opinion Gathering probes
What is a company/salesperson benefit of using probing in a sales presentation?	Less time is needed to make a sale
An important function of using probing in a selling situation is to:	Identify customer wants/needs
Which of the following factors affects the customer's time decision?	Need for additional information
Which of the following is a buying decision customers must make before making a purchase?	What brand or style would be best
Which of the following affects the place decision?	Business loyalty
Which of the following is a characteristic of an impulsive customer?	Selects product quickly
Salespeople should display self-confidence in closing sales in order to:	Reassure customers about their buying decisions
A guideline to follow in closing sales is to:	Maintain a positive attitude
The best way to convert cost (price) objections into selling points is to sell the:	Value of the product
A good way to handle a customer objection is to:	Turn the objection into a selling point
The salesperson should pause before answering a customer's objections in order to:	Get the customer's full attention
The number of items the salesperson shows the customer at one time should be:	Limited
The price decision is closely related to the:	Product decision
Which of the following is characteristic of the fact-finder customer personality?	Comparison shops
If salespeople want to find out facts about their customers that will be helpful in satisfying customer needs, they should use:	Information gathering probes
One way to help customers with buying decisions is to explain what the product will do for them by:	Relating product features to benefits
Which of the following is a true statement about channel-member relationships in the supply chain:	Members can often reduce conflict by focusing on the common goal of customer satisfaction
To maintain positive relationships, all distribution channel members must:	Coordinate their efforts
One reason a channel of distribution that has strong leadership is often able to avoid conflict within the channel is because the leader has the:	Authority to demand cooperation

Created by: melinda.fornes

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