Deck 11: Smart Selling and Effective Customer Service

Question 1

Losing a customer can hurt by ________.

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

Answer 1

D

Question 2

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

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

Answer 2

E

Question 3

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

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.

Answer 3

A

Question 4

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

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

Question 5

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

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

Question 6

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

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 7

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

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 8

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

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

Question 9

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

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

Question 10

Using technology to sell ________.

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

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

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 12

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

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

Question 13

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

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 14

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

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

Question 15

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

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

Question 16

Which of the following is NOT a principle of selling?

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 17

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

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 18

Entrepreneurs sell constantly to ________.

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

Question 19

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

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 20

Customer complaints should be ________.

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

Question 21

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

Question 22

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

Question 23

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

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

Question 24

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

Question 25

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

Question 26

Successful businesses are built on ________.

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

Question 27

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

Question 28

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

Question 29

The best sales people ________.

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 30

Some sales cycles take ________.

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

Question 31

The loss of customers can be beneficial to your business.

Question 32

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

Question 33

Every sales call is an opportunity to ________.

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 34

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

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

Question 35

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

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 36

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

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 37

Unwanted online ads are referred to as spam.

Question 38

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

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

Question 39

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

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 40

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

Question 41

Discuss the eight-step sales call.

Question 42

Why have so many successful entrepreneurs started out in sales?

Question 43

Outline the principles of selling.

Question 44

Describe three sales call behaviors used by successful salespeople.

Question 45

CRM is an acronym for "customer relationship management."

Question 46

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

Question 47

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

Question 48

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.

Question 49

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

Question 50

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