VoCats 2.08 & 2.09

1. VoCats 2.08 & 2.09

2. After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step? • 1-Trying to reach closure with the customer2-Suggesting a specific computer to the customer3-Trying to make the customer feel more relaxed4-Giving the customer a price list

3. 1-Trying to reach closure with the customer2-Suggesting a specific computer to the customer3-Trying to make the customer feel more relaxed4-Giving the customer a price list

4. By what will the emphasis put on each phase of the selling process vary most significantly? • 1-State and local laws2-Economic climate3-Product and client4-Geographic area

5. 1-State and local laws2-Economic climate3-Product and client4-Geographic area

6. What should the salesperson do when s/he is helping a customer and another customer enters the selling area? • 1-Apologize to the first customer for helping the second customer2-Leave the first customer to help the second customer3-Acknowledge the second customer as soon as possible.4-Ignore the second customer until finished with the first customer

7. 1-Apologize to the first customer for helping the second customer2-Leave the first customer to help the second customer3-Acknowledge the second customer as soon as possible.4-Ignore the second customer until finished with the first customer

8. A customer has been looking at different brands of the same product for several minutes.  What is the most appropriate sales approach to use under thesecircumstances? • 1-"May I help you?"2-"Good morning.  How are you?"3-"Brand X is on sale today."4-"What can I do for you today?"

9. 1-"May I help you?"2-"Good morning.  How are you?"3-"Brand X is on sale today."4-"What can I do for you today?"

10. If you feel you are asking too many questions but have not determined the customer's need or want, what can you do to vary your approach? • 1-Use questioning statements2-Wait for the customer to ask questions3-Ask questions more slowly4-Speed up the pace of your questions

11. 1-Use questioning statements2-Wait for the customer to ask questions3-Ask questions more slowly4-Speed up the pace of your questions

12. Tim could not think of anymore questions to determine a customer's need for a new stove.  What should Tim do? • 1-Use questioning statements2-Wait for the customer to ask questions3-Ask questions more slowly4-Speed up the pace of your questions.

13. 1-Use questioning statements2-Wait for the customer to ask questions3-Ask questions more slowly4-Speed up the pace of your questions.

14. On what does the speed of asking customers questions depend? • 1-Type of product that is being sold2-Number of other customers waiting3-Amount of time left before the business closes4-Pace of the customer's responses to your questions

15. 1-Type of product that is being sold2-Number of other customers waiting3-Amount of time left before the business closes4-Pace of the customer's responses to your questions

16. What is good advice for a salesperson to follow when questioning customers? • 1-Ask each customer the same questions2-Ask impersonal questions3-The more questions you ask, the better4-Make sure customers answer your questions

17. 1-Ask each customer the same questions2-Ask impersonal questions3-The more questions you ask, the better4-Make sure customers answer your questions

18. What should a salesperson explain to a customer when recommending a substitute item? • 1-Buying motives2-Exchange policies3-Comparable features4-Fringe benefits

19. 1-Buying motives2-Exchange policies3-Comparable features4-Fringe benefits

20. Judy sold customers substitute computers for the iPad.  What should she explain to th customers about the substitute computers? • 1-Buying motives2-Exchange policies3-Comparable features4-Fringe benefits

21. Analyze the following situation to determine how the sale was lost: Ms. Garcia asked a sales representative for a handheld scanner she'd seen at a trade show.  The sales representative said, "You don't want that scanner.  It's too slow and inaccurate.  For a few more dollars, you can have this quality scanner instead." Ms. Garcia didn't buy.  What had the sales representative done?

22. 1-Pointed out features of the scanner2-Suggested trading-down3-Criticized the original request4-Referred to the new item as a substitute

23. 1-Pointed out features of the scanner2-Suggested trading-down3-Criticized the original request4-Referred to the new item as a substitute

24. A small computer business does not stock the computer printer that a customer has requested.  What should the sales representative do?

25. 1-Take the customer's telephone number and call if the business decides to stock the printer2-Offer the customer free ink cartridges if a computer is purchased3-Tell the customer to try another business or competitor4-Offer to call the printer's manufacturer to check availability and delivery dates

26. 1-Take the customer's telephone number and call if the business decides to stock the printer2-Offer the customer free ink cartridges if a computer is purchased3-Tell the customer to try another business or competitor4-Offer to call the printer's manufacturer to check availability and delivery dates

27. When a customer's special order arrives, another customer who is on hand at the time asks to buy the item.  What should the salesperson do? • 1-Hold the item for the original customer and offer to place an order for the new customer2-Sell the item to the new customer and refund the original customer's money3-Hold the item for the original customer and get the new customer's name and address4-Sell the item to the new customer and reorder for the original customer

28. 1-Hold the item for the original customer and offer to place an order for the new customer2-Sell the item to the new customer and refund the original customer's money3-Hold the item for the original customer and get the new customer's name and address4-Sell the item to the new customer and reorder for the original customer

29. What is often one of the first steps in processing an incoming telephone order? • 1-Checking for availability2-Explaining pricing policy3-Describing each item4-Obtaining customer's name

30. 1-Checking for availability2-Explaining pricing policy3-Describing each item4-Obtaining customer's name

31. Shari wants to make sure that she knows which customers' orders she is taking on the telephone, which one of the first steps in processing incoming telephone orders would help? • 1-Checking for availability2-Explaining pricing policy3-Describing each item4-Obtaining customer's name

32. 1-Checking for availability2-Explaining pricing policy3-Describing each item4-Obtaining customer's name

33. What is usually an important step in processing a customer's telephone order? • 1-Asking personal questions2-Calculating gross profit3-Checking product availability4-Ending the call quickly

34. 1-Asking personal questions2-Calculating gross profit3-Checking product availability4-Ending the call quickly

35. A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds.  What are the shipping charges? • 1-$68.092-$67.083-$66.084-$69.09

36. 1-$68.092-$67.083-$66.084-$69.09

37. A customer purchased dining room furniture that retails for $750.00 at 33% off.  The sales tax rate is 5%, and delivery is $25.  What is the total cost of the purchase? • 1-$527.502-$553.883-$527.634-$552.63

38. 1-$527.502-$553.883-$527.634-$552.63