Show:
Branding
Selling
Product Mix
Product
Quality Service
100
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? 1-Making a brand promise 2-Developing a campaign platform 3-Stating industry policies 4-Establishing product position
1-Making a brand promise
100
What does a salesperson need to do to be successful in selling? 1-Always attempt to sell related merchandise 2-Ask management to limit the number of brands 3-Describe the disadvantages of competing brands 4-Learn the features unique to the brands s/he sells
4-Learn the features unique to the brands s/he sells
100
Why would a business use a broad product mix? 1-To assure that the product lines are related 2-To promote one-stop shopping 3-To decrease legal liabilities 4-To relate the products to the target market
2-To promote one-stop shopping
100
Which is a pre-sale opportunity for salespeople to provide customer service? 1-Providing ample product information 2-Shipping and delivery 3-Maintenance and repair 4-Technical assistance and support
1-Providing ample product information
100
Which of the following is a reason that a business would make changes to its products? 1-To keep up with changing consumer preferences 2-To spread risk over a wider area 3-To predict the success of the changed product 4-To make room for other products
1-To keep up with changing consumer preferences
200
John communicates through all advertisements that his employees go through extensive training. What is John doing? 1-Making a brand promise 2-Developing a campaign platform 3-Stating industry policies 4-Establishing product position
1-Making a brand promise
200
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? 1-Exchange the item 2-Refer the customer to the manufacturer 3-Consult the buyer 4-Follow the business's selling policies
4-Follow the business's selling policies
200
Which of the following is a reason that a business would make changes to its products? 1-To keep up with changing consumer preferences 2-To spread risk over a wider area 3-To predict the success of the changed product 4-To make room for other products
1-To keep up with changing consumer preferences
200
What is a product benefit that a salesperson might point out to a customer who wants to buy a computer? 1-Monitor has a nonglare screen. 2-Pre-installed software saves money. 3-Print capability is optional. 4-Models are available in many colors.
2-Pre-installed software saves money.
200
On what does the speed of asking customers questions depend? 1-Type of product that is being sold 2-Number of other customers waiting 3-Amount of time left before the business closes 4-Pace of the customer's responses to your questions
4-Pace of the customer's responses to your questions
300
A customer has been looking at different brands of the same product for several minutes. What is the most appropriate sales approach to use under these circumstances? 1-"May I help you?" 2-"Good morning. How are you?" 3-"Brand X is on sale today." 4-"What can I do for you today?"
3-"Brand X is on sale today."
300
How does a feature-beneft chart help a salesperson? 1-Evaluates customer reaction to the presentation 2-Explains the business's compensation rate to the salesperson 3-Determines which features and benefits appeal to each customer 4-Provides a quick reference to the salesperson about the product
4-Provides a quick reference to the salesperson about the product
300
What is a purpose of warranties and guarantees? 1-To increase customer anxiety about purchases 2-To decrease feedback from customers 3-To protect the producer and the seller 4-To avoid a customer-oriented focus for the business.
3-To protect the producer and the seller
300
Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers? 1-Buying motives 2-Exchange policies 3-Comparable features 4-Fringe benefits
3-Comparable features
300
What is often one of the first steps in processing an incoming telephone order? 1-Checking for availability 2-Explaining pricing policy 3-Describing each item 4-Obtaining customer's name
4-Obtaining customer's name
400
What will probably happen to a business if it continuously fails to deliver on its brand promise? 1-Lose credibility 2-Improve sales volume 3-Increase market share 4-Decrease liability
1-Lose credibility
400
When salespeople explain the benefits of a technical product, what questions are they answering for customers? 1-What is the warranty? 2-What is it? 3-What is the price? 4-What's in it for me?
4-What's in it for me?
400
Why do many professional organizations develop standards for their members to follow? 1-To promote group activities 2-To create influence 3-To establish control 4-To promote product safety
4-To promote product safety
400
George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her? 1-Asking for referrals 2-Calling to make sure the products are satisfactory 3-Explaining the company's business plan 4-Sending articles about local competitors
2-Calling to make sure the products are satisfactory
400
Jami researched her international customers' buying behavior. Jami wanted to be sure she did NOT make the common mistake to do which of the following actions? 1-Offend the clients 2-Earn the clients' trust 3-Impress the clients 4-Persuade the clients to buy
1-Offend the clients
500
What is one of the benefits to a business of reinforcing service orientation through communication? 1-Promotes the sale of new products 2-Builds positive relationships with customers 3-Rewards customers for their support 4-Encourages employees to be aggressive
2-Builds positive relationships with customers
500
What is good advice for a salesperson to follow when questioning customers? 1-Ask each customer the same questions 2-Ask impersonal questions 3-The more questions you ask, the better 4-Make sure customers answer your questions
2-Ask impersonal questions
500
Which of the following would be the most likely cause of customer complaints? 1-Institutional ads 2-Product quality 3-Extended hours 4-Price reductions
2-Product quality
500
Lakeview Manufacturing produces canned tuna fish for consumers and pets. After the company decided to expand its market to three additional states, it discovered that the pet products were labeled incorrectly. They had been packaged and distributed as consumer products. To correct this problem, what action should the company take? 1-Product liability 2-Product recall 3-Guarantee 4-Warranty
2-Product recall
500
What kind of customer would make the following statement? "I must compare the different shades of color and fabrics available for a new comforter set." 1-Disagreeable 2-Suspicious 3-Slow/Methodical 4-Dishonest
3-Slow/Methodical