BM 6.01-6.05 REVIEW

Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which customer questions?

• A.

  What merchandise is carried by the business?

• B.

  What is the business’s return policy?

• C.

  What type of credit does the business offer?

• D.

  What hours is the business open?

Which is a factor that affects a business’s selection of

policies to guide its operations?

• A.

  The communication skills of employees

• B.

  The personal preferences of management

• C.

  The nature of the business

• D.

  The space available to display policies

To handle customer inquiries about specific products in a large business, the sales staff should:

• A.

  
  

  be able to solve customers’ problems.

• B.

  
  

  be informed about all products in stock.

• C.

  
  

  know why products are not carried by the business.

• D.

  
  

  know the location of products within the business.

By accurately explaining the company’s policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company’s:

• A.

  goals.

• B.

  routine.

• C.

  image.

• D.

  rules.

An important reason for having business policies is that policies:

• A.

  are the responsibility of management.

• B.

  help employees to make consistent decisions.

• C.

  provide employees with satisfaction.

• D.

  even out the workload for employees.

The direct benefit that a business receives when its salespeople can answer customers’ inquiries is that:

• A.

  well-informed salespeople develop confidence in

  themselves.

• B.

  customers like knowledgeable salespeople.

• C.

  customers get the information they want.

• D.

  knowledgeable salespeople are more likely to make sales.

An important reason for having business policies is that policies:

• A.

  are the responsibility of management.

• B.

  help employees to make consistent decisions.

• C.

  provide employees with satisfaction.

• D.

  even out the workload for employees.

To help businesspeople adapt their communication styles to appeal to clients from other cultures, they should strive to be:

• A.

  patient, flexible, and empathetic.

• B.

  confident, biased, and manipulative.

• C.

  sensitive, transparent, and demanding.

• D.

  respectful, indifferent, and honest.

What is an important element of all businesses that managers must control?

• A.

  Incentives

• B.

  Competitors

• C.

  Benefits

• D.

  Finances

When writing informational messages, business employees should explain the situation and include sufficient data for the recIpient to be able to do what?

• A.

  Agree with the content

• B.

  Read the message

• C.

  Contact the business

• D.

  Make a decision