Customer Service & Communication
As an audience member, which of the following should you do to encourage a speaker during an oral presentation? a) Quietly discuss the speech with the person next to you b) Smile c) Refrain from asking questions d) Keep a straight face to communicate seriousness
b) Smile
T-shirts sold at concerts imprinted with a band's name exhibit which type of utility? a) Intangible b) Service c) Form d) Price
c) Form
One purpose of establishing a relationship at the start of selling is to: a) Gain the customer's confidence b) Put the customer on guard c) Prevent objections d) Make a single sale
a) Gain the customer's confidence
Why can't Chloe access data on 5.25-inch floppy disks today? a) They have become obsolete b) They are networked c) They are decentralized d) They are destructive
a) They have become obsolete
What type of risk did Montana business owners face when wildfires consumed property? a) Natural b) Incompetence c) Human d) Economic
a) Natural
An individual calls asking for a coworker who is unavailable. What is the best immediate action? a) Advise caller to call again later b) Ask if they'd like to leave a message c) Tell caller you'll take their order d) Put caller on hold while you hunt them down
b) Ask if they'd like to leave a message
Which distribution channel best describes a farmer selling produce directly from a stand in the yard? a) Producer to consumer b) Producer to wholesaler to consumer c) Producer to retailer to consumer d) Producer to agent to consumer
a) Producer to consumer
Which question type can a salesperson use to check understanding of what a customer has said? a) Open-ended b) Interpretive c) Numerous d) Personal
a) Open-ended
Payroll, hotel reservations, and sales orders are typically handled by which information system? a) Executive support system b) Knowledge work system c) Decision support system d) Transaction processing system
d) Transaction processing system
Which item category is found on a balance sheet? a) Assets, liabilities, owner's equity b) Assets, liabilities, margin c) Revenues, expenses, profit d) Income, expenditures, profit
a) Assets, liabilities, owner's equity
Which technique should Lana use to determine if promotional copy is clear and logical when proofreading on a computer? a) Correct punctuation errors b) Correct grammatical mistakes c) Read the text backwards d) Read the text aloud
d) Read the text aloud
Which of the following describes marketing-information gathered and used when planning marketing activities? a) Marketing-information management system b) Inventory control system c) Double-entry bookkeeping system d) File of employee records
a) Marketing-information management system
After determining an item is unavailable, the salesperson's next substitute-selling steps include: a) Explain care and reinforce decision b) Evaluate customer and select substitutes c) Reinforce decision and close d) Clarify need and select substitute products
d) Clarify need and select substitute products
Which visual representation best shows parts in relation to a whole for a department budget presentation? a) Bar graph b) Table c) Pie chart d) Line graph
c) Pie chart
Using cash accounting, how much sales are recorded if cash sales = $2,300, COD sales = $450, special order placed = $300? a) $2,750 b) $2,600 c) $3,050 d) $2,300
a) $2,750
After a delayed delivery, Karl apologized, investigated, then promptly updated the customer about location and expected delivery. Which customer-service behavior did Karl demonstrate? a) Providing efficient follow-up b) Complimenting the customer c) Giving vague answers d) Delegating work tasks
a) Providing efficient follow-up
A business wants to mail to customers who ordered at least $2,500 last year. What query fields should be used? a) Last name and account number b) Credit rating and location c) Sales dollars and dates d) Product code and zip code
c) Sales dollars and dates
Which salesperson benefit comes from building a clientele? a) Securing customer acceptance of higher prices b) Supporting company image c) Reducing selling costs d) Obtaining referrals from loyal customers
d) Obtaining referrals from loyal customers
Which of the following is an example of an integrated software application for retail operations? a) URL b) Java c) Point-of-sale d) SMS
c) Point-of-sale
Another term describing financial information that is true, complete, and faithfully represented is: a) Comparable b) Understandable c) Reliable d) Timely
c) Reliable
Tim tells you he has a lot of work stress. Which of the following is the best daily coping advice? a) Use deep breathing and visualization techniques b) Take on additional projects to avoid thinking about it c) Reassign most of his work to others d) Take an unpaid leave of absence
a) Use deep breathing and visualization techniques
Which promotional example is institutional promotion? a) An ad informing consumers of a company's efforts to stop pollution b) A postcard announcing a special sale c) Key rings bearing a company's name d) Billboards
a) An ad informing consumers of a company's efforts to stop pollution
When reserving airline tickets by phone, which additional customer detail is essential beyond travel dates and locations? a) Contact and payment information b) Telephone number and travel code c) Passport and credit card information d) Identification number and email address
a) Contact and payment information
One computer tool a businessperson can use to organize online information for a research report is: a) Statistical applications b) Mind-mapping programs c) Index cards d) Online survey services
b) Mind-mapping programs
If producers decide incomes are inadequate and stop making goods and services, what might cease? a) Communication b) Compensation c) Consumption d) Competition
c) Consumption