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Ch 15 Mktg
| Question | Answer |
|---|---|
| suggesting related merchandise | cross-selling |
| Jill is rarely successful at suggestion selling because she usually asks customers, "Will that be all for you?" She needs to be more _____ with her suggestions. | definite |
| Courtney owns an art gallery. Recently, she heard a customer say, "This landscape paint will be perfect for the north wall in my dining room." The customer's comment represented a ___ signal. | buying |
| to analyze what has occurred | |
| Jason at Your Other Car Used Auto Sales always calls a customer three weeks after the customer has purchased a car to see if he or she is satisfied with the car & service. This call is an example of ____ | follow-up |
| When a customer is having difficulty making a buying decision, the salesperson should stop showing additional ____. | merchandise |
| A salesperson should not pressure a customer into making a buying decision because it might trigger an _____. | objection |
| "Would you like to look at other merchandise? We're having a weekend sale right now," is an example of suggestion selling that communicates sales ____. | opportunities |
| a personal characteristic that allows for successful a sale in the future | perseverance |
| One helpful technique for closing the sale is a dramatic product _____. | presentation |
| As a customer leaves a shop, the salesperson should thank him or her even if the customer has not made a _____. | purchase |
| helpful for future sales | relationships |
| A salesperson can continue with the ____ ______ if a trial close fails in a retail setting | sales process |
| Perfume and cosmetics salespeople sometimes offer customers a premium such as a makeup bag with a purchase. This offer is part of a ____. | service close |
| offering a customer a payment plan for a purchase | service close |
| Ongoing communication with customers is facilitated through e-mail, ___, online support, retail and vendor services, and customer training | social media |
| This type of sales close would be viewed by a customer as a pressure tactic | standing-room-only close |
| can be used when the price of a product will soon increase | Standing-room-only |
| a first attempt to get a customer's agreement to buy | trial close |
| When using suggestion selling, _____ means offering related merchandise | upselling |
| encouraging a customer to decide between two items | which close |
Created by:
apeake
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