2.3.4a Stages and skills of the sales process Quiz: Pearson Edexcel Business, Unit 8

The 20 questions

1. Which is the correct order of the main stages of the sales process?

   • Presenting the product, prospecting, closing the sale, engaging the customer, after-sales follow-up
   • After-sales follow-up, closing the sale, prospecting, presenting, engaging the customer
   • Prospecting, engaging the customer, presenting the product, closing the sale, after-sales follow-up
   • Closing the sale, presenting the product, engaging the customer, prospecting, after-sales follow-up

2. Which skill is most important when a salesperson first engages a customer?

   • Asking open questions to understand the customer's needs
   • Pressuring the customer to buy before they have looked at the product
   • Avoiding all eye contact so the customer feels free to decide
   • Talking continuously so the customer has no chance to speak

3. What is product knowledge in the sales process?

   • Knowing the home address of every customer who has bought before
   • Knowing how many products the business sold in the previous year
   • Understanding the features, benefits and uses of what is being sold
   • Knowing the wages paid to the business's warehouse staff each week

4. A salesperson answers a customer's question accurately and quickly. Which sales skill does this show?

   • Warehouse stock control and inventory management
   • Product knowledge and speed and efficiency of service
   • Corporate tax planning and payroll administration
   • Financial accounting and budgeting for the business

5. Which is an example of post-sales service?

   • Writing a sales report for the manager at the end of each month for head office
   • Showing a customer the range of products on display in the shop window at the entrance
   • Calling a customer a week after purchase to check that the product works well
   • Asking a customer what they need when they first walk into the store and look around

6. A customer gives feedback that a product is hard to set up. What is the best sales response?

   • Tell the customer that the feedback is wrong and that no one else has complained
   • Offer a lower price on the next purchase without discussing the problem at all
   • Ignore the feedback because complaints about set-up are rare in the market
   • Acknowledge the feedback and pass it on to the team that can improve the product

7. Which is the best description of closing the sale?

   • Locking the shop door at the end of each business day
   • Removing the product from display once it has been sold to someone
   • Asking the customer for a decision and completing the transaction
   • Ending the conversation after the customer leaves the shop for good

8. A salesperson sells 30 items out of 150 customer conversations. What is the conversion rate?

   • 20%
   • 30%
   • 5%
   • 150%

9. Why is customer engagement important in the sales process?

   • It builds rapport and helps the salesperson identify what the customer really wants
   • It replaces the need for the salesperson to have any product knowledge at all
   • It guarantees that the customer will never return to the business again in future
   • It means that customers are always pushed to buy the most expensive product on offer

10. Which is an example of a salesperson using engagement well?

    • Interrupting the customer to describe the product's price in detail
    • Listening to a customer describe a problem before recommending a product
    • Talking about a different product because the customer has a question
    • Recommending the most expensive item in the shop to every customer

11. Which statement about after-sales service is true?

    • It is needed only when the customer is considering a product for the first time
    • It can increase repeat purchases and referrals from satisfied customers
    • It has no effect on whether a customer will buy from the business again
    • It is only useful if the business is trying to close a sale immediately

12. A salesperson's speed of service falls because the queue is long. What is the most effective improvement?

    • Raise the prices so that fewer customers arrive in the shop each day
    • Stop serving customers until the queue has disappeared completely
    • Remove the product range so that customers have fewer choices to make
    • Add extra staff at busy times so that customers are served more quickly

13. Which skill helps a salesperson respond to customer feedback?

    • Avoiding feedback forms so that there are no negative comments recorded
    • Speaking loudly so that the customer can hear the response clearly
    • Writing a long reply to every customer that is not read by the customer
    • Active listening, so the customer feels heard and the issue is understood

14. A customer enters a shop and asks about a product's warranty. Which sales stage is this most likely to be?

    • Engaging the customer
    • Market research for a new product
    • Post-sales follow-up
    • Stock control

15. What is the purpose of presenting the product in the sales process?

    • To list every product the business has ever sold in its history
    • To show how the product meets the customer's stated needs
    • To hide the product's features so the customer must ask for more
    • To give the customer the product for free before any discussion

16. Which is an example of a salesperson building a relationship?

    • Ending each conversation as quickly as possible to save time for the sales team
    • Refusing to speak to the customer until they have decided to buy something from the shop
    • Making the customer wait for a long time before a member of staff is able to serve them
    • Following up with a customer about an earlier purchase after several weeks

17. A salesperson's sales target is £20,000 a month and actual sales are £16,000. What percentage of target was achieved?

    • 125%
    • 20%
    • 80%
    • 75%

18. Why might a business train its sales staff in product knowledge?

    • So staff can sell products that the business does not actually stock
    • So staff can avoid answering any questions about the business's prices
    • So staff can stop talking to customers and focus only on the till
    • So staff can answer questions accurately and recommend suitable products

19. Which sales skill involves noticing a customer's body language and tone?

    • Customer engagement
    • Logistics planning
    • Stock control
    • Payroll administration

20. Explain why good sales technique can improve a business's long-term income.

    • Customers pay higher prices because they have no other option to choose from in the area
    • Customers buy once and then never return, so the business keeps every sale it makes
    • Sales staff sell more products by avoiding any discussion of the customer's actual needs
    • Satisfied customers return and recommend the business, which builds repeat sales over time

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