Product Service Technology
QUIZ REVIEW


A good salesman must do a thorough study of a product before they begin to meet w/ potential
customers. In the spaces provided, indicate eight of the nine categories of the information needed to be
a professional salesperson:
-
Product ________________________________________________________
-
How does the customer ____________________________________________
-
Who would _____________________________________________________
-
How much ______________________________________________________
-
Who ___________________________________________________________
-
How does your product ____________________________________________
-
Where _________________________________________________________
-
How ___________________________________________________________
-
Related _________________________________________________________
Given the four categories of sources of product information, indicate the number of specific places a
salesperson could go to learn more about the product to be sold:
Literature (4)
People(4)

Identify three benefits of being a product expert

Define the following terms:
Warranty
Guarantee
Training (2)
Experience (1)
Stated Warranty
Understood Warranty

Define the following terms:
Brand
Trademark

Describe three strategies that a business could implement to establish brand awareness and loyalty

Define:
Convenience Good

Shopping Good
Describe three keys to better selling shopping goods
Specialty Good
PRODUCT SERVICE TECHNOLOGY
Product Research Notes
OUTLINE
I.) Who Uses the Product?
A.) Describe the demographics of the people most likely to buy or use your product. Use at least
three:
1.) Sample demographics include:
a.) age
f.) race
b.) sex
g.) creed
c.) marital status
h.) culture
d.) income
i.) hobbies
e.) occupation
j.) Other(s)?
II.) What Do Consumers Want Out of the Product?
A.) Describe all the possible buying motives that could encourage the target market to buy your
product. Describe at least three.
1.) Sample buying motives include:
a.) rational
b.) Emotional
i.) economy
i.) Appearance
ii.) protection
ii.) Comfort
iii.) health
iii.) Uniqueness
iv.) profit
iv.) Sentiment
v.) durability
v.) Brand Loyalty
III.) How Does the Product Satisfy the Wants and Needs of the Consumer?
A.) Describe all the different ways the product can be used and the advantage to the buyer for
each use. For example, a sewing machine can be used for fun and profit, drums can be used
in a band or for personal use only, and a new brief case might be used by teachers, students,
or business people. Each would have a different purpose.
IV.) Why Does the Product Satisfy the Consumers Wants and Needs?
A.) Complete a product analysis as discussed in class of your product identifying at minimum
five features and benefits. Features are facts about your product - materials used, processes
used, quality of workmanship, grades, special attachments, finishes, warrantees, services
provided, awards for past performance, etc. - and benefits are advantages the consumer gets
for buying and using your product BECAUSE OF THE SPECIFIC FEATURES.
1.) Use the following model at your guide:
2.) Identify Any Limitations or Disadvantages to Your Product
a.) Consider:
i.) the products limitations (things the product can't do)
ii.) dangers to using the product
iii.) objections to buying the product the customer might have
V.) How Much Should be Spent on the Product?
A.) Describe not just the most common prices for your product, but the cost savings the customer
will enjoy for using your product or the expense they will incur if they don't use the product.
1.) Consider:
a.) Common Retail Price Range
b.) Savings from Using the Product
c.) Cost of Maintenance
d.) Payment Arrangements
e.) Market Price Behavior
f.) The Competition's Prices Range
V.) Where Should the Product Be Purchased?
A.) Describe the geographic regions in which the product can be bought
B.) Describe the best outlets for the product. If you choose to do a product from your training
station, explain why your training stations is the best outlet.
1.) Consider:
a.) Price Ranges
b.) Customer Services
c.) Policy on Customer Satisfaction
d.) Quality of the Sales Force
e.) Other Factors
V.) When Should the Product Be Purchased?
A.) Time is often a factor in deciding what product to buy and from what outlet to buy from.
1.) Consider:
a.) Time When Product is Available
b.) Time When the Price is as Low as Possible (i.e. Common Sales Events)
c.) Anticipated Price Changes
d.) Time Required for Delivery
e.) Other Time Factors
VI.) How Should the Product Be Cared For?
A.) Almost all specialty products needs special care if they are to provide the benefits hoped for
by the consumer. A salesperson is often the one customers ask about the care of a product.
1.) Consider:
a.) How do You Assemble the Item?
b.) Activities NOT to use the Product For
c.) Care and Maintenance Recommended by the Manufacturer
d.) Availability of Repair Services
e.) Other Products With Which the Product May be Used
f.) Other Factors to Consider to Ensure Long Life of the Product
VII.) Sources of Product Information
A. Literature
a. Tags, Seals, Labels
b. Brochures/Leaflets
c. Stamps
d. Box Covers/Wrappers
e. Advertising
B. People
a.
b.
c.
d.
e.
f.
g.
Managers
Buyers
Trainers
Co-workers/Salespeople
Vendors
Repair People
Customers
C. Formal Training
a. Manufacturer Supplied
b. Retailer Supplied
D. Direct Experience
a. Try It Yourself