| 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 |
