Unit 5 Mid-term Test Review TOOL

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Across
  1. 2. used when the buying signal is strong
  2. 6. vocabulary used with industrial buyers
  3. 9. reinforce a customer’s buying decision
  4. 10. helpful for future sales
  5. 12. companies in touch with customers via Facebook and Twitter
  6. 13. product or service offered, how much, at what price
  7. 17. gather information about customers and advise on products suited to need
  8. 19. help customers make satisfying buying decisions with ongoing relationship
  9. 22. offering a customer a payment plan for a purchase
  10. 26. How might a customer feel if you asked several questions in a row?
  11. 28. to analyze what has occurred
  12. 29. suggesting related merchandise
Down
  1. 1. phone solicitation to make a sale
  2. 3. words that average customers can understand
  3. 4. sales exchanges between two or more companies
  4. 5. a neutral person or previous customer
  5. 7. Lee works in the men’s clothing department of a large department store. He notices a regular customer inspecting an elegant suit. As he approaches the customer, he says, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Lee using?
  6. 8. to restate the meaning of a statement
  7. 11. objection returned as a selling point
  8. 14. a first attempt to get a customer’s agreement to buy
  9. 15. objection based on misinformation
  10. 16. In an organizational sales situation, when are the customers’ needs usually determined?
  11. 18. a personal characteristic that allows for successful a sale in the future
  12. 20. encouraging a customer to decide between two items
  13. 21. When a retail salesperson approaches a customer and asks, “Are you looking for a children’s jacket?” the salesperson is using the ____________________ approach method.
  14. 23. Questions that require more than a “yes” or “no” answer are called ____________________ questions.
  15. 24. As part of training, some salespeople _______________ more experienced salespeople before actually selling.
  16. 25. During which step of the sale should you learn what the retail customer is looking for in a good or service?
  17. 27. How should a salesperson approach a customer who is in a hurry?
  18. 30. recommending a different product