Marketing
Human Resources
Sales
Customer Service
Random
100

This refers to the potential customers that a business is focusing their marketing efforts on.

Target Market

100

Human resources is responsible for working with all things related to a businesses ___________.

Employees

100

This type of sale is generally where marketing meets sales because they are helping bring qualified leads to the sales team.

Inbound Sales

100

A range of services provided to assist customers in making the most of the product or service is called:

Customer Service

100

What is demographic segmentation? Give at least one example.

Refers to a physical or personal characteristic (age, gender, ethnicity, income, etc...)

200

What are the 4 P's of marketing?

Product

Price

Place Promotion

200

This moves an employee into another position within the company, maintaining the same level of responsibility and pay.

Transfer - HR would help with the process and paperwork of transferring employees

200

Describe the difference in B2B & B2C companies.

B2B - Business selling to other businesses rather than directly to consumers.

B2C - Business selling directly to consumers rather than to a business.

200

What are 3 things that customer service should be able to help a customer with?

1. Planning/Onboarding

2. Installation

3. Training

4. Troubleshooting/maintenance

5. Upgrading & add-ons

200

What is psychographic segmentation? Give at least one example.

Refers to a person's values, beliefs or attitudes (value being healthy, value being clean, like being outside, etc..)

300

The elements needed to successfully market any product or service is the __________  _________.

(Another name for the 4 P's of Marketing)

Marketing Mix

300

Name 3 examples of perks or benefits that businesses provide for their employees.

Health Insurance

Paid Time Off (PTO)

Stock Options

Retirement Benefits (401K)

Paternity & Maternity (time off for having a baby)

Potential others not listed here...

300

The total amount of time it takes for a person or organization to close a sales deal is commonly referred to as:

Sales Cycle

300

What is the difference between digitally assisted and agent-assisted customer support?

Digital = working with a chatbot or automated support

Agent = working with a person

300

A detailed description of your most common customers that gives you a holistic view of your consumers based on their commonalities.

Customer Profile or Customer Persona

400

This term refers to the portion of a total market that our product or service has in an industry.

Market Share

400

Having a sense of accomplishment or achievement after completing a job would be an example of a ____________ reward.

Intrinsic

400

Name at least 3 steps of the 8 steps of the sales process.  Be able to describe what a good salesperson does in at least one of these steps.

1. Prospecting/Pre-approach

2. Approach

3. Determining customer needs

4. Presenting the product

5. Handling customer objections

6. Closing the sale

7. Suggestion selling (Upsell-Cross sell)

8. Customer reassurance & follow-up

400

A helpful skill that sales and customer support have where they specifically can show a customer/prospect that they are hearing them by doing things like asking good questions, having positive body language, and avoiding judgement is called:

Active Listening

400

Fill in the blanks: When customers buy from a salesperson, they don't buy because of _____ but instead when they believe a product will _____ them.

Features

Benefit

500

What are the two types of market research?

Primary - Research you do on your own (Questionnaires, focus group, observations)

Secondary - Research already collected for you (online sources, reading scholarly articles)

500

When an employee resigns or is let go, the last step of their process in leaving the company would likely be this: where they can provide feedback to HR about their experience working there.

Exit Interview - chance to share thoughts and feelings with HR about their experience working for the company.

500

When you order a burger at McDonald's, they ask "Would you like to make that a meal?"

This is an example of what step in the sales process?

Suggestion Selling or Cross-selling (100 bonus points if cross selling was said)

500

Why is it important for customer service to be proactive in helping customers?

Don't want to wait for bad things to happen in order to help. Address potential issues before they are issues.


Give updates on new features customers may not be familiar with.


500

When determining customers needs during the sales process, what is the most important thing to remember when asking customers questions?

Avoid yes/no questions.  Open-ended questions provide more opportunity for customers to talk and give needed information.