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- 1. Multiple Choice
Small or “mini” decisions customers make that lead to the final purchase decision are called __________ decisions.
need
buying
place
price
- 2. Multiple Choice
Not helping customers reach the “mini” decisions during the selling process can result in
lost sales.
increased sales.
satisfied customers.
a loyal clientele.
- 3. Multiple Choice
Before customers make any other buying decisions, they must make the __________ decision.
need
buying
place
price
- 4. Multiple Choice
When a customer asks, “Why should I buy?” s/he is making the __________ decision.
price
place
need
product
- 5. Multiple Choice
When customers decide which brand, type, or model to buy, they are making the __________ decision.
price
place
need
product
- 6. Multiple Choice
When customers decide where to buy, they are making the __________ decision.
price
place
need
product
- 7. Multiple Choice
Which of the following affects the place decision:
Warranty
Need for additional information
Business loyalty
Product features an benefits
- 8. Multiple Choice
Which of the following buying decisions is most affected by the availability of customer service:
Price
Time
Product
Need
- 9. Multiple Choice
How can company employees affect a customer’s place decision?
By providing helpful service
By offerin warranties
By offering discounts
By explaining product features
- 10. Multiple Choice
If a customer selects the most expensive product because s/he believes its sleek appearance creates an image of status, s/he is making the decision based on
time.
place.
product.
price.
- 11. Multiple Choice
The price decision is closely related to the __________ decision.
place
product
need
time
- 12. Multiple Choice
Which of the following factors affects the customer’s price decision:
Product screening
Trade character
Brand preference
Product demonstration
- 13. Multiple Choice
When customers determine when to buy, they are making the __________ decision.
price
product
time
need
- 14. Multiple Choice
Which of the following factors affects the customer’s time decision:
Need for additional information
Loyalty to the business
Warranty terms
Availability of customer service
- 15. Multiple Choice
A salesperson might help a customer make the decision to buy now by
explaining the advantages of purchasing now.
telling him/her about an upcoming sale.
asking if the customer has a credit card.
explaining the product warranty to him/her.
- 16. Multiple Choice
To determine if a customer needs help with buying decisions, the salesperson should
use high pressure sales techniques.
ignore the customer.
demonstrate the product.
question the customer.
- 17. Multiple Choice
Which of the following should a salesperson exhibit when helping customers with buying decisions:
Trust
Hesitation
Interest in closing the sale
Interest in the customer
- 18. Multiple Choice
Customers may be discouraged from making buying decisions if salespeople
show genuine interest in them.
fail to answer their questions.
describe features in specific terms.
gain their trust.
- 19. Multiple Choice
One way to help customers with buying decisions is to explain what the product will do for them by
using suggestion sellin.
relating product features to benefits.
questioning them.
displaying self-confidence.
- 20. Multiple Choice
To help customers with buying decisions, salespeople should use __________ terms to describe a product.
general
technical
industry
specific
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