Entrep 6

Question 1

This is dealing with potential customers face to face and trying
to convince them to make a purchase.

Answer 1

Personal selling

Question 2

These are unwanted Internet advertisements or e-mails.

Answer 2

Spam

Question 3

Reading messages and getting a feel for discussions on a Web site, newsgroup, or the like, without participating in the online conversation.

Answer 3

Lurk/Lurking

Question 3

A person or organization that may be receptive to a sales pitch.

Answer 3

Prospects

Question 3

Step 1 of a sales call

Answer 3

Preparation

Question 4

Step 3 of a sales call

Answer 4

Showing the product or service.

Question 4

Step 2 of a sales call

Answer 4

Greeting

Question 4

Step 4 of a sales call

Answer 4

Listening to the customer.

Question 5

Step 5 of a sales call

Answer 5

Dealing with objections.

Question 6

Step 8 of a sales call

Answer 6

Asking for referrals.

Question 6

Step 6 of a sales call

Answer 6

Closing the sale.

Question 6

Step 7 of a sales call

Answer 6

Follow-up.

Question 7

What are the six categories of Objections

Answer 7

1. Price
2. Performance
3. Follow-up service
4. Competition
5. Support
6. Warranties and assurances

Question 7

This is everything a business does to keep the customer happy.

Answer 7

Customer service

Question 8

What are the four main costs of losing a customer?

Answer 8

Loss of current dollars
Loss of jobs
Loss of reputation
Loss of future business

Question 8

These are company-wide policies, practices, and processes a business uses with its customers to generate maximum customer satisfaction and optimal profitability.

Answer 8

Customer Relationship Management (CRM)

Question 9

According to the Customer Service Institute, 65 percent of a company’s business comes from where?

Answer 9

Existing customers

Question 9

A collection of information that is generally stored on a computer and organized for sorting and searching.

Answer 9

Database