26. _______________ is about direct person to person selling, or voice to voice, or digital to digital communication designed to explain how


26. _______________ is about direct person to person selling, or voice to voice, or digital to digital

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communication designed to explain how products, services, or ideas fit the needs of a

prospective customer.

a) Publicity

b) Public relation

c) Personal selling

d) Promotion

27. _____________ refers to the screening of the potential customers identified, to determine

which of these are most likely to buy.

a) Prospecting

b) Qualifying

c) Approach

d) The close

28. A ___________ approach involves carefully listening to the buyer’s needs and then clearly

explaining how the product can satisfy them.

a) AIDA principle

b) Presentation

c) Need-satisfaction

d) Vanity

29. A ____________ is a factual statement about a characteristic of the product or service being


a) Feature

b) Benefit

c) Confirmed benefit

d) Potential benefit

30. The _____________ is a useful tool which allows you to take advantage of the buyer’s

comparisons, while avoiding danger involved in ‘knocking’ the competition.

a) Comparison statement

b) Potential benefit

c) Confirmed benefit

d) Feature

31. _______________ represent honest points of difference between the customer and the


a) Objections

b) Comparison statement

c) Weaknesses

d) Threats

32. The ____________ allows the customer to use your product for a specific period of time with

the understanding that payment will be made at the end of the trial period.

a) The immediate close

b) The concession close

c) The fear-factor close

d) The trial close

33. _____________ is a means of helping customers to identify a particular supplier’s

product/service and to create and maintain the confidence of customers in the performance of

the brand.

a) Branding

b) Selling

c) Supplying

d) Planning

34. ___________ method of setting promotional budgets is when you spend what you can afford.

a) Competitive

b) Percentage of sales

c) Objective and tasks

d) Arbitrary

35. _____________ is that function of business management concerned with how customers feel

about the place of business, its personnel, products and services.

a) Direct marketing

b) Customer relations

c) Product mix

d) Management

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