Question 1

An appointment with a potential customer to explain or demonstrate your product or service is called a ________.

Accepted Answer

A)  Sales call 
B)  Prequalification 
C)  Product demonstration 
D)  Cold call 
E)  Survey 
A)  Sales call 
B)  Prequalification 
C)  Product demonstration 
D)  Cold call 
E)  Survey A

Question 2

Unwanted online ads are referred to as spam.

Accepted Answer

A) True 
 B)False  True

Question 3

When is an entrepreneur done collecting market research for his/her business?

Accepted Answer

A)  Never 
B)  When the business has been operating for six months 
C)  When the business has been opened 
D)  Prior to the first sale 
E)  After the first sale 
A)  Never 
B)  When the business has been operating for six months 
C)  When the business has been opened 
D)  Prior to the first sale 
E)  After the first sale A

Question 4

Some sales cycles take ________.

Accepted Answer

A)  months 
B)  years 
C)  minutes 
D)  Both A and B 
E)  A, B, and C 
A)  months 
B)  years 
C)  minutes 
D)  Both A and B 
E)  A, B, and C

Question 5

The best sales people ________.

Accepted Answer

A)  Learn about a customer's family, hobbies, and interests 
B)  Keep good records 
C)  Keep files on their customers with all sorts of information to deepen the relationship and create genuine friendships 
D)  All of the above 
E)  None of the above 
A)  Learn about a customer's family, hobbies, and interests 
B)  Keep good records 
C)  Keep files on their customers with all sorts of information to deepen the relationship and create genuine friendships 
D)  All of the above 
E)  None of the above

Question 6

What should you do when a customer raises objections during a sales call?

Accepted Answer

A)  Acknowledge objections as they arise and respond to them. 
B)  Ignore them; the customer will forget about them by the time the call is over. 
C)  Shorten the sales call; don't waste time on a customer who has objections to your product or service. 
D)  Pretend that you didn't hear the customer. 
E)  Convince the customer they are wrong. 
A)  Acknowledge objections as they arise and respond to them. 
B)  Ignore them; the customer will forget about them by the time the call is over. 
C)  Shorten the sales call; don't waste time on a customer who has objections to your product or service. 
D)  Pretend that you didn't hear the customer. 
E)  Convince the customer they are wrong.

Question 7

Define customer service and give some examples of how a business can offer good customer service.

Accepted Answer

Customer service is everything you do to

Question 8

The costs of securing new customers are invariably significantly lower than the costs of a repeat customer.

Accepted Answer

A) True 
 B)False

Question 9

When doing sales pitches, it is unlikely that you can improve your questions over time.

Accepted Answer

A) True 
 B)False

Question 10

The loss of customers can be beneficial to your business.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not an example of customer service?

Accepted Answer

A)  Making customers happier by listening to them 
B)  Suggesting a less expensive product that will meet the customer's need 
C)  Providing free delivery 
D)  Cutting resource costs 
E)  Upgrading production lines 
A)  Making customers happier by listening to them 
B)  Suggesting a less expensive product that will meet the customer's need 
C)  Providing free delivery 
D)  Cutting resource costs 
E)  Upgrading production lines

Question 12

During each sales call you make, focus on this question: ________

Accepted Answer

A)  What does the customer need? 
B)  How can I convince the customer to ignore his/her objections? 
C)  How can I make the customer buy from me? 
D)  How much profit can I make? 
E)  What should I have for lunch? 
A)  What does the customer need? 
B)  How can I convince the customer to ignore his/her objections? 
C)  How can I make the customer buy from me? 
D)  How much profit can I make? 
E)  What should I have for lunch?

Question 13

To "lurk" means to read messages and getting a feel for discussions on a Web site, newsgroup, or the like, by participating in the online conversation.

Accepted Answer

A) True 
 B)False

Question 14

The SBA offers advice on the components of customer care that they translate into the nine rules of customer care.

Accepted Answer

A) True 
 B)False

Question 15

Customer service is everything you do to keep your customers happy, especially after they've bought something.

Accepted Answer

A) True 
 B)False

Question 16

Outline the principles of selling.

Accepted Answer

The chapter identifies eleven principles

Question 17

The most important thing to do during a sales call is ________.

Accepted Answer

A)  Listen, in order to learn what the customer needs 
B)  Keep talking so the customer doesn't lose interest 
C)  Ask questions to keep the customer engaged in the sales call 
D)  Talk to co-workers 
E)  Lie to make the sale 
A)  Listen, in order to learn what the customer needs 
B)  Keep talking so the customer doesn't lose interest 
C)  Ask questions to keep the customer engaged in the sales call 
D)  Talk to co-workers 
E)  Lie to make the sale

Question 18

If you decide to pay yourself a commission from your business, you will be earning ________.

Accepted Answer

A)  A percentage of each sale 
B)  A percentage of your business profit 
C)  A set salary 
D)  An hourly wage 
E)  None of the above 
A)  A percentage of each sale 
B)  A percentage of your business profit 
C)  A set salary 
D)  An hourly wage 
E)  None of the above

Question 19

Which of the following is NOT a principle of selling?

Accepted Answer

A)  Make a good personal impression 
B)  Know your customer 
C)  Know your field 
D)  Believe in your product or service 
E)  Think pessimistically 
A)  Make a good personal impression 
B)  Know your customer 
C)  Know your field 
D)  Believe in your product or service 
E)  Think pessimistically

Question 20

CRM is an acronym for "customer relationship management."

Accepted Answer

A) True 
 B)False

Exam 11: Smart Selling and Effective Customer Service

An appointment with a potential customer to explain or demonstrate your product or service is called a ________.

Unwanted online ads are referred to as spam.

When is an entrepreneur done collecting market research for his/her business?

Some sales cycles take ________.

The best sales people ________.

What should you do when a customer raises objections during a sales call?

Define customer service and give some examples of how a business can offer good customer service.

The costs of securing new customers are invariably significantly lower than the costs of a repeat customer.

When doing sales pitches, it is unlikely that you can improve your questions over time.

The loss of customers can be beneficial to your business.

Which of the following is not an example of customer service?

During each sales call you make, focus on this question: ________

To "lurk" means to read messages and getting a feel for discussions on a Web site, newsgroup, or the like, by participating in the online conversation.

The SBA offers advice on the components of customer care that they translate into the nine rules of customer care.

Customer service is everything you do to keep your customers happy, especially after they've bought something.

Outline the principles of selling.

The most important thing to do during a sales call is ________.

If you decide to pay yourself a commission from your business, you will be earning ________.

Which of the following is NOT a principle of selling?

CRM is an acronym for "customer relationship management."

Entrepreneurs Recognize Opportunities

Franchising

Finding Opportunity in an Existing Business

The Business Plan: Road Map to Success

Creating Business From Opportunity

Exploring Your Market

Developing the Right Marketing Mix and Plan

Pricing and Credit Strategies

Integrated Marketing Communications

Marketing Globally

Understanding and Managing Start-Up, Fixed, and Variable Costs

Using Financial Statements to Guide a Business

Cash Flow and Taxes

Financing Strategy: Debt, Equity, or Both

Addressing Legal Issues and Managing Risk

Operating for Success

Location, Facilities, and Layout

Human Resources and Management

Leadership and Ethical Practices

Franchising, Licensing, and Harvesting: Cashing in Your Brand

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