Marketing 2.03-2.06

What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?

• Federal Trade Commission Act
• Discount Customer Act
• Clayton Act
• Robinson-Patman Act

Which of the following is an appropriate characteristic for a firm's selling policies:

• Open to interpretation
• Based on the salesperson's status
• Enforced with reasonable firmness
• Not subject to change

What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?

• Exchange the item
• Refer the customer to the manufacturer
• Consult the buyer
• Follow the business's selling policies

Which of the following is an internal factor that migh have an effect on a business's selling policies?

• Customer wants
• Materials shortage
• Social Issues
• Research efforts

What is an internal factor that affects the selling policies of a business?

• Customer requests
• Actions of competitors
• Financial resources
• Government legislation

Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?

• Thank the customer
• Explain customer policy
• Restate the complaint
• Take immediate action

What should salespeople do when they must cope with customers who are being disagreeable?

• Speed up the sale to minimize opportunity for disagreement
• Use product knowledge to prove they are wrong
• Listen patiently and try to stay calm
• Ask them to come back when they are ready to buy

Which of the following would most likely be the cause of customer complaints?

• Institutional ads
• Products quality
• Extended hours
• Price reductions

What kind of customer would make the following statement? "I just don't know which of these my girlfriend would like best. I had better come back at another time."

• Disgreeable
• Suspicious
• Slow/Methodical
• Dishonest

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

• Thank the customer
• Explain company policy
• Restate the complaint
• Take immediate action