1-5
6-10
11-15
16-20
21-25
100
What should help business people adapt their communication styles to appeal to clients from other cultures? A. Being respectful, indifferent, and honest B. Being confident, biased, and manipulative C. Being sensitive, transparent, and demanding
What is Answer: D. Being patient, flexible, and empathetic
100
Which of the following would be the most likely cause of customer complaints? A. Institutional ads C. Extended hours D. Price reductions
What is Answer: B. Product quality
100
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? A. Exchange the item B. Refer the customer to the manufacturer C. Consult the buyer
What is Answer: D. Follow the business's selling policies
100
How does a feature-benefit chart help a salesperson? A. Evaluates customer reaction to the presentation B. Explains the business's compensation rate to the salesperson C. Determines which features and benefits appeal to each customer
What is Answer: D. Provides a quick reference to the salesperson about the product
100
What should employees do to maintain a customerservice mindset? A. Listen to the words of soothing songs C. Maximize conversations with coworkers D. Decide how to spend their break time
What is Answer: B. Devote their full attention to customers
200
What is a factor that affects a business's selection of policies to guide its operations? A. Communication skills of employees B. Personal preferences of management D. Space available to display policies
What is Answer: C. Nature of the business
200
Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson? A. Joe because he is a nice person B. Carol because Joe is too timid to close a sale D. Carol because she will make more sales
What is Answer: C. Joe because he will get more repeat business
200
What is an internal factor that affects the selling policies of a business? A. Customer requests B. Actions of competitors D. Government legislation
What is Answer: C. Financial resources
200
When salespeople explain the benefits of a technical product, what questions are they answering for customers? A. What is the warranty? B. What is it? C. What is the price?
What is Answer: D. What's in it for me?
200
How do service-oriented companies often improve their levels of service? A. By evaluating internal product development procedures C. By providing customers with product testimonials D. By conducting a feasibility analysis for company expansion
What is Answer: B. By requesting input through employee and customer surveys
300
What is one of the purposes of having business policies? A. To encourage customers to make frequent exchanges C. To ensure that the business makes a profit D. To allow employees to make decisions regarding customers
What is answer: B. To make sure the business's actions are consistent
300
What can salespeople do to maintain good relationships with existing customers? A. Ask for new referrals B. Use customers in advertisements D. Send customers expensive gifts
What is Answer: C. Live up to their promises
300
What type of product information might a salesperson be able to obtain from a manufacturer's representative? B. What credit terms are available C. How the product became popular D. What inventory method to use
What is Answer: A. How the product is made
300
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know? A. What is the warranty? B. What is it? C. What is the price?
What is Answer: D. What's in it for me?
300
What is one of the benefits to a business of reinforcing service orientation through communication? A. Promotes the sale of new products C. Rewards customers for their support D. Encourages employees to be aggressive
What is B. Builds positive relationships with customers
400
What should salespeople do when they must cope with customers who are being disagreeable? A. Speed up the sale to minimize opportunity for disagreement B. Use product knowledge to prove they are wrong D. Ask them to come back when they are ready to buy
What is Answer: C. Listen patiently and try to stay calm
400
What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers? A. Asking for referrals C. Explaining the company's business plan D. Sending articles about local competitors
What is Answer: B. Calling to make sure the products are satisfactory
400
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do? A. Tell the customer to contact the manufacturer B. Explain that s/he is new and doesn't know C. Try to serve the customer as best s/he can
What is Answer: D. Ask an available, experienced employee
400
After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step? A. Trying to reach closure with the customer C. Trying to make the customer feel more relaxed D. Giving the customer a price list
What is Answer: B. Suggesting a specific computer to the customer
400
What is a guideline for employees to follow in handling customer inquiries? A. Spend as little time as possible answering customers' inquiries B. Try to make a sale while you're answering each inquiry C. Don't try to handle inquiries when you are busy with a sale
What is Answer: D. Make sure you clearly understand customers' inquiries
500
What is a cost associated with customer complaints? A. Markups on inventory B. Additional advertising C. Higher commissions
What is answer: D. Loss of sales
500
Which is a pre-sale opportunity for salespeople to provide customer service? B. Shipping and delivery C. Maintenance and repair D. Technical assistance and support
What is Answer: A. Providing ample product information
500
Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do? A. Tell the customer to contact the manufacturer B. Explain that s/he is new and doesn't know C. Try to serve the customer as best s.he can
What is D. Ask an available, experienced employee
500
What should you do to demonstrate a customerservice mindset in the following situation: An irate business customer yells at you because of a billing error? B. Blame the billing department C. Get as upset as the customer D. Call the person's supervisor to complain about the customer's attitude
What is Answer: A. Make sure the mistake is corrected
500
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do? A. Spend as little time as possible answering customers' inquiries B. Try to make a sale while you're answering each inquiry C. Don't try to handle inquiries when you are busy with a sale
What is D. Make sure you clearly understand customers' inquiries
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