Practice Test
Chapter 11:
Selling
Practice Test
1.
Non-personal selling involves interaction between people.
a.
TRUE
b.
FALSE
2.
Few customer buying motives are emotional.
a.
TRUE
b.
FALSE
3.
One sales task involves reticketing returned merchandise.
a.
TRUE
b.
FALSE
4.
The sale begins when the sales associate greets the customer.
a.
TRUE
b.
FALSE
5.
In general, suggestion selling takes place when the sales associate feels that the customer will not buy the original merchandise.
a.
TRUE
b.
FALSE
6.
A sales person may refer to these to point out the physical aspects of a product:
a.
benefit selling
b.
product features
c.
product benefits
d.
feature selling
7.
This term refers to a question or concern about the merchandise being presented:
a.
sales question
b.
objection
c.
customer service
d.
want slip
8.
This type of greeting acknowledges the customer's presence in the store or department:
a.
service greeting
b.
merchandise greeting
c.
social greeting
d.
welcome greeting
9.
The best way to handle a customer objection is to:
a.
call your supervisor
b.
defend the product
c.
sidestep the question
d.
acknowledge the objection
10.
Which of these motives is determined by the way a product or service makes a customer feel?
a.
emotional buying motive
b.
emotional objection
c.
rational buying motive
d.
cooperative buying motive
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