銷售售后試題及答案英語

一、單項(xiàng)選擇題（每題2分，共10題）1.Whatshouldasalespersondofirstwhengreetingacustomer?A.Askaboutthecustomer'sneedsB.IntroducetheproductfeaturesC.SayhelloandwelcomeAnswer:C2.Ifacustomercomplainsaboutaproductqualityissue,thesalespersonshould___.A.IgnoreitB.ListenpatientlyC.ArguewiththecustomerAnswer:B3.Whichisthemostimportantfactorforafter-salesservice?A.FastresponseB.LowpriceC.FancypackagingAnswer:A4.Whenpromotingaproduct,youshouldfocuson___.A.ItspriceonlyB.ItsbenefitstothecustomerC.YourownprofitAnswer:B5.Howcanyoubuildagoodrelationshipwithacustomer?A.BylyingabouttheproductB.BybeinghonestandreliableC.ByavoidingtheircallsAnswer:B6.Ifacustomerasksforadiscount,youshould___.A.RefuseimmediatelyB.ConsidercompanypolicyandnegotiateC.GiveahugediscountwithoutthinkingAnswer:B7.Themaingoalofafter-salesserviceisto___.A.MakemoresalesB.EnsurecustomersatisfactionC.ReducecostsAnswer:B8.Whatkindoflanguageshouldbeusedwhencommunicatingwithcustomers?A.TechnicaljargonB.SimpleandclearlanguageC.ComplicatedsentencesAnswer:B9.Asuccessfulsalespersonshouldbe___.A.LazyB.PersistentC.ImpatientAnswer:B10.Whenhandlingacustomer'sreturn,youshould___.A.MakeitdifficultforthemB.FollowthereturnpolicyC.BlamethecustomerAnswer:B二、多項(xiàng)選擇題（每題2分，共10題）1.Whatarethekeyelementsofgoodcustomerservice?A.PolitenessB.TimelinessC.KnowledgeofproductsAnswer:ABC2.Inafter-salesservice,whichactionsareimportant?A.SolvingproblemsquicklyB.KeepingcustomersinformedC.OfferingfreebiesAnswer:ABC3.Whenpromotingaproduct,whataspectscanbeemphasized?A.QualityB.FunctionC.BrandreputationAnswer:ABC4.Howcanasalespersonimprovecustomerloyalty?A.Provideexcellentpre-salesserviceB.Haveagoodafter-salesservicesystemC.OfferexclusivediscountsregularlyAnswer:ABC5.Whatskillsdoesasalespersonneed?A.CommunicationskillsB.NegotiationskillsC.Problem-solvingskillsAnswer:ABC6.Inhandlingcustomercomplaints,whatstepsshouldbetaken?A.ListentothecomplaintB.ApologizeifnecessaryC.ProposesolutionsAnswer:ABC7.Whichfactorscaninfluenceacustomer'spurchasingdecision?A.ProductpriceB.ProductappearanceC.Salesperson'sattitudeAnswer:ABC8.Whatshouldasalespersondoduringasalespresentation?A.HighlightproductadvantagesB.AnswercustomerquestionsC.UsevisualaidsifpossibleAnswer:ABC9.After-salesserviceincludes___.A.ProductrepairB.ProductreplacementC.CustomerfeedbackcollectionAnswer:ABC10.Howtomaintainagoodrelationshipwithexistingcustomers?A.SendregularnewslettersB.ProvidepersonalizedserviceC.InvitethemtospecialeventsAnswer:ABC三、判斷題（每題2分，共10題）1.Asalespersondoesn'tneedtoknowmuchabouttheproductaslongastheycantalkwell.(False)2.After-salesserviceisonlyaboutfixingbrokenproducts.(False)3.Beingpushycanhelpasalespersonmakemoresales.(False)4.Customersalwayscareaboutthelowestprice.(False)5.Listeningtocustomers'complaintsisawasteoftime.(False)6.Asalespersonshouldalwaysagreewiththecustomer'sopinions.(False)7.Goodcustomerservicecanleadtorepeatbusiness.(True)8.Usingtechnicaltermsallthetimecanshowasalesperson'sprofessionalism.(False)9.Oncetheproductissold,thesalespersonhasnomoreresponsibilities.(False)10.Offeringasmilecanimprovethecustomer'simpression.(True)四、簡答題（每題5分，共4題）1.Question:Whatarethemaintasksofasalespersonduringpre-salesservice?Answer:Themaintasksincludegreetingcustomerswarmly,understandingtheirneeds,introducingproductfeaturesandbenefits,andansweringtheirinitialquestionstobuildinterest.2.Question:Whyiscustomersatisfactionimportantinafter-salesservice?Answer:Satisfiedcustomersaremorelikelytobecomerepeatcustomersandrecommendthebrandtoothers.Italsohelpsmaintainagoodbrandreputation,whichiscrucialforbusinessgrowth.3.Question:Howcanasalespersonhandledifficultcustomers?Answer:Staycalmandpolite.Listenattentivelytotheirconcerns,apologizeifappropriate,andthentrytofindsolutionsaccordingtocompanypoliciesandthecustomer'sneeds.4.Question:Whatskillsareessentialforeffectivecommunicationwithcustomers?Answer:Clearspeaking,activelistening,usingsimplelanguage,beingabletoaskrelevantquestions,andshowingempathytowardsthecustomerareessentialcommunicationskills.五、討論題（每題5分，共4題）1.Question:Discusstheimportanceofbuildinglong-termrelationshipswithcustomersinsalesandafter-sales.Answer:Long-termcustomerrelationshipsleadtorepeatpurchases,reducingacquisitioncosts.Loyalcustomersalsoactasbrandambassadors,attractingnewbusinessthroughword-of-mouth.Inafter-sales,maintainingrelationshipsshowscare,enhancingbrandloyalty.2.Question:Howcanacompanyimproveitsafter-salesservicequality?Answer:Trainstafftobemoreprofessionalandempathetic.Setupanefficientfeedbacksystemtoquicklyaddressissues.Standardizeserviceprocessesandcontinuouslyupdateproductknowledgeforbetterproblem-solving.3.Question:Shareyourthoughtsonhowtodealwithcustomercomplaintseffectivelytoturnthemintos