Deck 6: Smart Selling and Effective Customer Service

Question 1

Which of the following is not a prequalification question?

A) Is this individual in my market?
B) Does he or she need my product?
C) How will he or she pay for it?
D) Can he or she afford it?

Answer 1

C

Question 2

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

A) it's better to have customers complain to you than to other people
B) customers are happier when you listen to them
C) they provide invaluable information about how to improve the product or service
D) the "buck" stops here

Answer 2

C

Question 3

Every sales call is an opportunity to ________.

A) improve your selling skills
B) talk and talk and talk to the customer
C) exploit your customers
D) None of the above.

Answer 3

A

Question 4

Entrepreneurs sell constantly to ________.

A) potential employees
B) potential investors
C) customers
D) All of the above.

Question 5

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

A) consumers
B) customers
C) prospects
D) interested parties

Question 6

Successful businesses are built on ________.

A) repeat business
B) frequent sales
C) big sales
D) highly profitable sales

Question 7

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

A) incentives
B) bonuses
C) commissions
D) bonuses and incentives

Question 8

________ are people and/or organizations that may be receptive to a sales pitch.

A) Prospects
B) Potentials
C) Probables
D) Possibles

Question 9

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) push for the sale early and don't mention price until the end

Question 10

It is not really necessary to prequalify your customer before the sales call since it can be done during the sale.

Question 11

During each sales call you make, focus on this question.

A) How can I make the customer buy from me?
B) What does the customer need?
C) How can I convince the customer to ignore his/her objections?
D) How do I handle the objections that will be raised?

Question 12

Outline the principles of selling.

Question 13

The essence of selling is teaching.

Question 14

Why have so many successful entrepreneurs started out in sales?

Question 15

Good salespeople ________.

A) believe in what they are selling
B) feel good about what they are selling
C) All of the above.
D) None of the above.

Question 16

Objectives during a sales call include making the customer ________.

A) want to buy the product or service from you
B) aware of your product or service
C) want to buy your product or service
D) All of the above.

Question 17

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

A) sales call
B) pre-qualification
C) product demonstration
D) presentation

Question 18

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

A) Ignore them; the customer will forget about them by the time the call is over.
B) Acknowledge objections as they arise and respond to them.
C) Shorten the sales call; don't waste time on a customer who has objections to your product or service.
D) Say, "I'll get back to that in a moment."

Question 19

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

A) sell
B) try to make a good impression
C) attempt to be optimistic
D) All of the above.

Question 20

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

A) a percentage of your business profit
B) a percentage of each sale
C) a set salary
D) a bonus

Question 21

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

A) means that you are dishonest
B) annoys your customer
C) gains your customer's trust
D) makes a customer think you are up to something

Question 22

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

A) Suggest a less expensive product that will meet the customer's need.
B) Deliver the product on time.
C) Keep a customer on hold indefinitely.
D) Help customers carry their purchases to their vehicles.

Question 23

Describe three sales call behaviors used by successful salespeople.

Question 24

Which of the following is not a cost of losing a customer?

A) loss of past dollars
B) loss of jobs
C) loss of reputation
D) loss of future business

Question 25

Asking the right questions is optional during a sales call or presentation.

Question 26

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

A) you ensure you continue to sell your product or service
B) you stay calm, ask the customer to explain the situation, and do not interrupt the customer as she speaks
C) you make your points to the customer
D) once the sale is made, you do not go back to this person

Question 27

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

A) customer service
B) customer appreciation
C) post-sale service
D) customer satisfaction

Question 28

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

A) when the business has been opened
B) when the business has been operating for six months
C) never
D) when the minimum sales have been reached

Question 29

Customer service is everything you do to keep customers happy, especially ________.

A) after they've bought something
B) during the buying process
C) before they've bought something
D) as they are paying for the product

Question 30

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) Sales
C) 200
D) Sales Averages

Question 31

Losing a customer can hurt by ________.

A) loss of jobs
B) losing your reputation and future business
C) losing the current dollars
D) All of the above.

Question 32

As your database grows, you can make it more sophisticated by organizing it by region or ________.

A) customer interest
B) age
C) gender
D) ethnic group

Question 33

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

A) follow-up service and competition
B) support, warranties and assurances
C) price and performance
D) None of the above.

Question 34

Discuss the eight step sales call.

Question 35

Customer complaints should be ________.

A) carefully listened to, but not responded to (don't let the customer know you take the complaints seriously)
B) acknowledged and responded to politely
C) politely ignored
D) put in priority order

Question 36

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

A) Web site
B) program
C) database
D) software

Question 37

Define customer service and give examples of offering good customer service.

Question 38

A successful business is built upon repeat customers.

Question 39

The Small Business Administration advises sales people to put the customer first, stay close to the customer, and pay attention to details.

Question 40

Using technology to sell ________.

A) is not really necessary
B) works for products but not services
C) can be useful in helping you communicate your product to the customer and to stay in touch with the customer
D) is too expensive for the average salesperson