Small or “mini” decisions customers make that lead to the final purchase decision are called __________ decisions.
  • need
  • buying
  • place
  • price
Not helping customers reach the “mini” decisions during the selling process can result in
  • lost sales.
  • increased sales.
  • satisfied customers.
  • a loyal clientele.
Before customers make any other buying decisions, they must make the __________ decision.
  • need
  • buying
  • place
  • price
When a customer asks, “Why should I buy?” s/he is making the __________ decision.
  • price
  • place
  • need
  • product
When customers decide which brand, type, or model to buy, they are making the __________ decision.
  • price
  • place
  • need
  • product
When customers decide where to buy, they are making the __________ decision.
  • price
  • place
  • need
  • product
Which of the following affects the place decision:
  • Warranty
  • Need for additional information
  • Business loyalty
  • Product features an benefits
Which of the following buying decisions is most affected by the availability of customer service:
  • Price
  • Time
  • Product
  • Need
How can company employees affect a customer’s place decision?
  • By providing helpful service
  • By offerin warranties
  • By offering discounts
  • By explaining product features
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.
The price decision is closely related to the __________ decision.
  • place
  • product
  • need
  • time
Which of the following factors affects the customer’s price decision:
  • Product screening
  • Trade character
  • Brand preference
  • Product demonstration
When customers determine when to buy, they are making the __________ decision.
  • price
  • product
  • time
  • need
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
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.
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.
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
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.
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.
To help customers with buying decisions, salespeople should use __________ terms to describe a product.
  • general
  • technical
  • industry
  • specific
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