20 Questions
What is the primary purpose of selling?
To meet customer needs and wants
Which of the following is NOT a step in the selling process?
Restocking
What is a key factor that influences customer buying motives and decisions?
Personal recommendations
What is a key aspect of completing a sales transaction?
All of the above
How should a salesperson handle customer inquiries or complaints?
Listen carefully and respond appropriately
What is the primary goal of a salesperson in building customer relationships?
To create a long-term connection with the customer
When translating product knowledge into customer benefits, a salesperson should focus on:
The customer's needs and wants
What is a critical aspect of handling customer inquiries or complaints?
Listening actively and empathetically to the customer's concerns
Which of the following is a key technique used in the selling process?
Using persuasive language and body language
What is a crucial step in completing a sales transaction?
Processing the payment method
What is the main objective of a salesperson when translating product knowledge into customer benefits?
To highlight the benefits of the product to the customer
What is a key factor that salespersons should consider when building customer relationships?
The customer's needs and preferences
What is an essential step in completing a sales transaction?
Counting back change to the customer
How should salespersons handle customer complaints or difficult situations?
By listening actively and empathetically
What is a key technique used in the selling process to influence customer buying motives and decisions?
Using persuasive communication techniques
What is the primary importance of selling?
To meet the customer's needs and wants
Which of the following is a key concept in selling and merchandising?
Product knowledge and customer service are equally important
What is the key to influencing customer buying motives and decisions?
Focusing on the product's features and benefits
What is the role of salespersons in building customer relationships?
To provide excellent customer service and establish trust
What is a critical aspect of completing a sales transaction?
All of the above
Study Notes
Selling and Merchandising
Purpose and Importance of Selling
- Selling is a crucial aspect of business that enables companies to generate revenue and achieve their goals
- Its primary purpose is to persuade customers to purchase a product or service, thereby creating a mutual benefit for both parties
Concepts and Techniques in Selling
- The selling process involves several steps, including:
- Prospecting: identifying potential customers
- Pre-approach: gathering information about the customer
- Approach: establishing initial contact with the customer
- Presentation: showcasing the product or service
- Handling objections: addressing customer concerns
- Closing: finalizing the sale
- Follow-up: ensuring customer satisfaction
Translating Product Knowledge into Customer Benefits
- Salespersons must be able to communicate the features and benefits of a product or service in a way that resonates with customers
- This involves highlighting how the product or service can solve a problem, meet a need, or improve the customer's life
Factors Influencing Customer Buying Motives and Decisions
- Customer buying decisions are influenced by factors such as:
- Personal needs and wants
- Social and cultural norms
- Economic conditions
- Marketing and advertising efforts
Role of Salespersons in Building Customer Relationships
- Salespersons play a crucial role in building and maintaining customer relationships by:
- Providing excellent customer service
- Being responsive to customer needs
- Offering personalized solutions
- Building trust and rapport
Completing the Sales Transaction
- The sales transaction involves:
- Processing payment via various methods (e.g., cash, credit card, mobile payment)
- Counting back change accurately
- Properly folding, wrapping, and bagging merchandise
- Thanking customers and inviting them to return
Handling Customer Inquiries, Complaints, or Difficult Situations
- Salespersons must be able to effectively handle customer inquiries, complaints, or difficult situations by:
- Listening actively and empathetically
- Responding promptly and professionally
- Offering solutions or alternatives
- Resolving issues efficiently and courteously
Selling and Merchandising
Purpose and Importance of Selling
- Selling is a crucial aspect of business that enables companies to generate revenue and achieve their goals
- Its primary purpose is to persuade customers to purchase a product or service, thereby creating a mutual benefit for both parties
Concepts and Techniques in Selling
- The selling process involves several steps, including:
- Prospecting: identifying potential customers
- Pre-approach: gathering information about the customer
- Approach: establishing initial contact with the customer
- Presentation: showcasing the product or service
- Handling objections: addressing customer concerns
- Closing: finalizing the sale
- Follow-up: ensuring customer satisfaction
Translating Product Knowledge into Customer Benefits
- Salespersons must be able to communicate the features and benefits of a product or service in a way that resonates with customers
- This involves highlighting how the product or service can solve a problem, meet a need, or improve the customer's life
Factors Influencing Customer Buying Motives and Decisions
- Customer buying decisions are influenced by factors such as:
- Personal needs and wants
- Social and cultural norms
- Economic conditions
- Marketing and advertising efforts
Role of Salespersons in Building Customer Relationships
- Salespersons play a crucial role in building and maintaining customer relationships by:
- Providing excellent customer service
- Being responsive to customer needs
- Offering personalized solutions
- Building trust and rapport
Completing the Sales Transaction
- The sales transaction involves:
- Processing payment via various methods (e.g., cash, credit card, mobile payment)
- Counting back change accurately
- Properly folding, wrapping, and bagging merchandise
- Thanking customers and inviting them to return
Handling Customer Inquiries, Complaints, or Difficult Situations
- Salespersons must be able to effectively handle customer inquiries, complaints, or difficult situations by:
- Listening actively and empathetically
- Responding promptly and professionally
- Offering solutions or alternatives
- Resolving issues efficiently and courteously
Selling and Merchandising
Purpose and Importance of Selling
- Selling is a crucial aspect of business that enables companies to generate revenue and achieve their goals
- Its primary purpose is to persuade customers to purchase a product or service, thereby creating a mutual benefit for both parties
Concepts and Techniques in Selling
- The selling process involves several steps, including:
- Prospecting: identifying potential customers
- Pre-approach: gathering information about the customer
- Approach: establishing initial contact with the customer
- Presentation: showcasing the product or service
- Handling objections: addressing customer concerns
- Closing: finalizing the sale
- Follow-up: ensuring customer satisfaction
Translating Product Knowledge into Customer Benefits
- Salespersons must be able to communicate the features and benefits of a product or service in a way that resonates with customers
- This involves highlighting how the product or service can solve a problem, meet a need, or improve the customer's life
Factors Influencing Customer Buying Motives and Decisions
- Customer buying decisions are influenced by factors such as:
- Personal needs and wants
- Social and cultural norms
- Economic conditions
- Marketing and advertising efforts
Role of Salespersons in Building Customer Relationships
- Salespersons play a crucial role in building and maintaining customer relationships by:
- Providing excellent customer service
- Being responsive to customer needs
- Offering personalized solutions
- Building trust and rapport
Completing the Sales Transaction
- The sales transaction involves:
- Processing payment via various methods (e.g., cash, credit card, mobile payment)
- Counting back change accurately
- Properly folding, wrapping, and bagging merchandise
- Thanking customers and inviting them to return
Handling Customer Inquiries, Complaints, or Difficult Situations
- Salespersons must be able to effectively handle customer inquiries, complaints, or difficult situations by:
- Listening actively and empathetically
- Responding promptly and professionally
- Offering solutions or alternatives
- Resolving issues efficiently and courteously
Selling and Merchandising
Purpose and Importance of Selling
- Selling is a crucial aspect of business that enables companies to generate revenue and achieve their goals
- Its primary purpose is to persuade customers to purchase a product or service, thereby creating a mutual benefit for both parties
Concepts and Techniques in Selling
- The selling process involves several steps, including:
- Prospecting: identifying potential customers
- Pre-approach: gathering information about the customer
- Approach: establishing initial contact with the customer
- Presentation: showcasing the product or service
- Handling objections: addressing customer concerns
- Closing: finalizing the sale
- Follow-up: ensuring customer satisfaction
Translating Product Knowledge into Customer Benefits
- Salespersons must be able to communicate the features and benefits of a product or service in a way that resonates with customers
- This involves highlighting how the product or service can solve a problem, meet a need, or improve the customer's life
Factors Influencing Customer Buying Motives and Decisions
- Customer buying decisions are influenced by factors such as:
- Personal needs and wants
- Social and cultural norms
- Economic conditions
- Marketing and advertising efforts
Role of Salespersons in Building Customer Relationships
- Salespersons play a crucial role in building and maintaining customer relationships by:
- Providing excellent customer service
- Being responsive to customer needs
- Offering personalized solutions
- Building trust and rapport
Completing the Sales Transaction
- The sales transaction involves:
- Processing payment via various methods (e.g., cash, credit card, mobile payment)
- Counting back change accurately
- Properly folding, wrapping, and bagging merchandise
- Thanking customers and inviting them to return
Handling Customer Inquiries, Complaints, or Difficult Situations
- Salespersons must be able to effectively handle customer inquiries, complaints, or difficult situations by:
- Listening actively and empathetically
- Responding promptly and professionally
- Offering solutions or alternatives
- Resolving issues efficiently and courteously
Test your knowledge of selling and merchandising concepts, including the selling process, customer benefits, and customer relationships.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
