Question 1

Objectives during a sales call are to make the customer ________.

Accepted Answer

A)  Want to buy your product or service 
B)  Want to buy the product or service from you 
C)  Aware of your product or service 
D)  All of the above 
E)  None of the above 
A)  Want to buy your product or service 
B)  Want to buy the product or service from you 
C)  Aware of your product or service 
D)  All of the above 
E)  None of the above

Question 2

If a customer is dissatisfied, it is often the accountant who hears the complaint.

Accepted Answer

A) True 
 B)False

Question 3

Successful businesses are built on ________.

Accepted Answer

A)  Repeat business 
B)  Big sales 
C)  Frequent sales 
D)  Intermittent business 
E)  Occasional business 
A)  Repeat business 
B)  Big sales 
C)  Frequent sales 
D)  Intermittent business 
E)  Occasional business

Question 4

Joe Girard's Law of ________ states that just a few unhappy customers can keep a great many other customers away from your business.

Accepted Answer

A)  250 
B)  200 
C)  Sales 
D)  150 
E)  50 
A)  250 
B)  200 
C)  Sales 
D)  150 
E)  50

Question 5

Telling the truth about any negative aspect of a product or service usually ________.

Accepted Answer

A)  Gains your customer's trust 
B)  Annoys your customer 
C)  Means that you are dishonest 
D)  Is stupid 
E)  Shows that you are a fool 
A)  Gains your customer's trust 
B)  Annoys your customer 
C)  Means that you are dishonest 
D)  Is stupid 
E)  Shows that you are a fool

Question 6

Losing a customer can hurt by ________.

Accepted Answer

A)  Losing the current sale 
B)  Losing your reputation and future business 
C)  Loss of jobs 
D)  All of the above 
E)  None of the above 
A)  Losing the current sale 
B)  Losing your reputation and future business 
C)  Loss of jobs 
D)  All of the above 
E)  None of the above

Question 7

Entrepreneurs sell constantly to ________.

Accepted Answer

A)  Potential employees 
B)  Potential investors 
C)  Customers 
D)  All of the above 
E)  None of the above 
A)  Potential employees 
B)  Potential investors 
C)  Customers 
D)  All of the above 
E)  None of the above

Question 8

People that you think might be receptive to your sales presentation are called ________.

Accepted Answer

A)  Prospects 
B)  Consumers 
C)  Customers 
D)  Suckers 
E)  Lifers 
A)  Prospects 
B)  Consumers 
C)  Customers 
D)  Suckers 
E)  Lifers

Question 9

Customer complaints should be ________.

Accepted Answer

A)  Acknowledged and responded to politely 
B)  Politely ignored 
C)  Carefully listened to, but not responded to 
D)  Not taken seriously 
E)  Overlooked 
A)  Acknowledged and responded to politely 
B)  Politely ignored 
C)  Carefully listened to, but not responded to 
D)  Not taken seriously 
E)  Overlooked

Question 10

Knowing your customers' names can assist you in providing great customer service.

Accepted Answer

A) True 
 B)False

Objectives during a sales call are to make the customer ________.

If a customer is dissatisfied, it is often the accountant who hears the complaint.

Successful businesses are built on ________.

Joe Girard's Law of ________ states that just a few unhappy customers can keep a great many other customers away from your business.

Telling the truth about any negative aspect of a product or service usually ________.

Losing a customer can hurt by ________.

Entrepreneurs sell constantly to ________.

People that you think might be receptive to your sales presentation are called ________.

Customer complaints should be ________.

Knowing your customers' names can assist you in providing great customer service.

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

Filters

Exam 11: Smart Selling and Effective Customer Service

Objectives during a sales call are to make the customer ________.

If a customer is dissatisfied, it is often the accountant who hears the complaint.

Successful businesses are built on ________.

Joe Girard's Law of ________ states that just a few unhappy customers can keep a great many other customers away from your business.

Telling the truth about any negative aspect of a product or service usually ________.

Losing a customer can hurt by ________.

Entrepreneurs sell constantly to ________.

People that you think might be receptive to your sales presentation are called ________.

Customer complaints should be ________.

Knowing your customers' names can assist you in providing great customer service.

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

Filters