What should help business people adapt their
communication styles to appeal to clients from other
cultures?
100
B. Product quality
Which of the following would be the most likely cause
of customer complaints?
100
D. Follow the business's selling policies
What should a salesperson do when dealing with a
customer who wants to return an unsatisfactory
item?
100
D. Provides a quick reference to the salesperson
about the product
How does a feature-benefit chart help a
salesperson?
100
B. Devote their full attention to customers
What should employees do to maintain a customer-service mindset?
200
C. Nature of the business
What is a factor that affects a business's selection of
policies to guide its operations?
200
C. Joe because he will get more repeat business
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?
200
C. Financial resources
What is an internal factor that affects the selling
policies of a business?
200
D. What's in it for me?
When salespeople explain the benefits of a technical
product, what questions are they answering for
customers?
200
By requesting input through employee and
customer surveys
How do service-oriented companies often improve
their levels of service?
300
B. To make sure the business's actions are
consisten
What is one of the purposes of having business
policies?
300
C. Live up to their promises
What can salespeople do to maintain good
relationships with existing customers?
300
A. How the product is made
What type of product information might a
salesperson be able to obtain from a manufacturer's
representative?
300
D. What's in it for me?
Josh wants to know more about the benefits of his
new iPad. What about the iPad does he want to
know?
300
B. Builds positive relationships with customers
What is one of the benefits to a business of
reinforcing service orientation through
communication?
400
Listen patiently and try to stay calm
What is What should salespeople do when they must cope with customers who are being disagreeable?
400
B. Calling to make sure the products are
satisfactory
What is an effective follow-up activity that
salespeople can use to provide good service and
develop strong relationships with customers?
400
D. Ask an available, experienced employee
A customer asks a specific product question that a
new salesperson cannot answer. What should the
new salesperson do?
400
B. Suggesting a specific computer to the customer
After learning that a customer is interested in a
computer that can produce sophisticated graphics,
what should be the salesperson's next step?
400
D. Make sure you clearly understand customers'
inquirie
What is a guideline for employees to follow in
handling customer inquiries?
500
D. Loss of sales
What is a cost associated with customer complaints?
500
A. Providing ample product information
Which is a pre-sale opportunity for salespeople to
provide customer service?
500
D. Ask an available, experienced employee
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?
500
A. Make sure the mistake is corrected
What should you do to demonstrate a customer service mindsetin the following situation: An irate
business customer yells at you because of a billing
error?
500
D. Make sure you clearly understand customers'
inquiries
A customer asked you several questions about the
new expandable notebooks. So that you address the
customer's questions correctly, what should you do?