Question 1

Every sales call is an opportunity to ________.

Accepted Answer

A)  Improve your selling skills 
B)  Talk and talk and talk to the customer 
C)  Trick customers 
D)  Lie to sell your product 
E)  None of the above 
A)  Improve your selling skills 
B)  Talk and talk and talk to the customer 
C)  Trick customers 
D)  Lie to sell your product 
E)  None of the above

Question 2

Describe three sales call behaviors used by successful salespeople.

Accepted Answer

Neil Rackham identified three sales call

Question 3

Information such as customers' e-mail addresses and purchasing history can be stored in a simple computer ________.

Accepted Answer

A)  Database 
B)  Web site 
C)  Program 
D)  Virus 
E)  Worm 
A)  Database 
B)  Web site 
C)  Program 
D)  Virus 
E)  Worm

Question 4

When closing the sale, it is important to summarize the features of your product.

Accepted Answer

A) True 
 B)False

Question 5

An angry customer can make you angry too. However, it is crucial that ________.

Accepted Answer

A)  You stay calm and ask the customer to explain the situation, not interrupting the customer as they speak 
B)  You make your points to the customer 
C)  You ensure that you continue to sell your product or service 
D)  You win the argument 
E)  None of the above 
A)  You stay calm and ask the customer to explain the situation, not interrupting the customer as they speak 
B)  You make your points to the customer 
C)  You ensure that you continue to sell your product or service 
D)  You win the argument 
E)  None of the above

Question 6

Spams are face-to-face discussion groups focused on specific subjects.

Accepted Answer

A) True 
 B)False

Question 7

Why have so many successful entrepreneurs started out in sales?

Accepted Answer

Salespeople often become successful entr

Question 8

When you build your Web site, make sure that you register it with at least ________ search engines.

Accepted Answer

A)  Three 
B)  Ten 
C)  One 
D)  Five 
E)  Four 
A)  Three 
B)  Ten 
C)  One 
D)  Five 
E)  Four

Question 9

Personal selling is dealing with potential customers face to face and trying to convince them to make a purchase.

Accepted Answer

A) True 
 B)False

Question 10

Using technology to sell ________.

Accepted Answer

A)  Can be useful in helping you communicate your product to the customer and to stay in touch with the customer 
B)  Is of little value 
C)  Is not really necessary 
D)  Can confuse customers 
E)  None of the above 
A)  Can be useful in helping you communicate your product to the customer and to stay in touch with the customer 
B)  Is of little value 
C)  Is not really necessary 
D)  Can confuse customers 
E)  None of the above

Question 11

Everything that a business does to keep its customers happy is called ________.

Accepted Answer

A)  Customer service 
B)  Customer appreciation 
C)  Postsale service 
D)  Purchaser service 
E)  Customer amenity 
A)  Customer service 
B)  Customer appreciation 
C)  Postsale service 
D)  Purchaser service 
E)  Customer amenity

Question 12

Entrepreneurs ________ constantly, not just to customers, but to investors, bankers, and people they want to hire.

Accepted Answer

A)  Try to make a good impression 
B)  Sell 
C)  Both of the above 
A)  Try to make a good impression 
B)  Sell 
C)  Both of the above

Question 13

Once you make a sale, don't forget to fill out a ________.

Accepted Answer

A)  Customer receipt 
B)  Bill 
C)  Invoice 
D)  Note 
E)  None of the above 
A)  Customer receipt 
B)  Bill 
C)  Invoice 
D)  Note 
E)  None of the above

Question 14

When you are starting out and cannot afford to pay sales representatives full-time salaries, you can offer ________ instead.

Accepted Answer

A)  Commissions 
B)  Marketing plans 
C)  Bonuses 
D)  Hourly wages 
E)  None of the above 
A)  Commissions 
B)  Marketing plans 
C)  Bonuses 
D)  Hourly wages 
E)  None of the above

Question 15

Customer service after a sale is an investment of time, money, and energy ________.

Accepted Answer

A)  That can have a very high return on investment 
B)  That has no return on investment 
C)  That 250 other people will share 
D)  That has a low return on investment 
E)  All of the above 
A)  That can have a very high return on investment 
B)  That has no return on investment 
C)  That 250 other people will share 
D)  That has a low return on investment 
E)  All of the above

Question 16

Discuss the eight-step sales call.

Accepted Answer

The sales call begins with preparation a

Question 17

Knowing your customer includes knowing their needs and how your product addresses those needs.

Accepted Answer

A) True 
 B)False

Question 18

When you sell, you should always listen carefully to customer complaints because ________.

Accepted Answer

A)  They provide invaluable information about how to improve the product or service 
B)  Customers are happier when you listen to them 
C)  Customers will get upset 
D)  It's better to have customers complain to you than to other people 
E)  All of the above 
A)  They provide invaluable information about how to improve the product or service 
B)  Customers are happier when you listen to them 
C)  Customers will get upset 
D)  It's better to have customers complain to you than to other people 
E)  All of the above

Question 19

Brian Tracy believes that all objections fall into one of six categories. Which of the following is NOT one of the six?

Accepted Answer

A)  Support, warranties, and assurances 
B)  Price 
C)  Follow-up service and competition 
D)  Performance 
E)  None of the above 
A)  Support, warranties, and assurances 
B)  Price 
C)  Follow-up service and competition 
D)  Performance 
E)  None of the above

Question 20

The creative art of selling is teaching the customer how the features are benefits to them.

Accepted Answer

A) True 
 B)False

Exam 11: Smart Selling and Effective Customer Service

Every sales call is an opportunity to ________.

Describe three sales call behaviors used by successful salespeople.

Information such as customers' e-mail addresses and purchasing history can be stored in a simple computer ________.

When closing the sale, it is important to summarize the features of your product.

An angry customer can make you angry too. However, it is crucial that ________.

Spams are face-to-face discussion groups focused on specific subjects.

Why have so many successful entrepreneurs started out in sales?

When you build your Web site, make sure that you register it with at least ________ search engines.

Personal selling is dealing with potential customers face to face and trying to convince them to make a purchase.

Using technology to sell ________.

Everything that a business does to keep its customers happy is called ________.

Entrepreneurs ________ constantly, not just to customers, but to investors, bankers, and people they want to hire.

Once you make a sale, don't forget to fill out a ________.

When you are starting out and cannot afford to pay sales representatives full-time salaries, you can offer ________ instead.

Customer service after a sale is an investment of time, money, and energy ________.

Discuss the eight-step sales call.

Knowing your customer includes knowing their needs and how your product addresses those needs.

When you sell, you should always listen carefully to customer complaints because ________.

Brian Tracy believes that all objections fall into one of six categories. Which of the following is NOT one of the six?

The creative art of selling is teaching the customer how the features are benefits to them.

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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