Marketing 2.0

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?

• asking for referrals

• sending articles about local competitors

• explaining the company's business plan

• calling to make sure the products are satisfactory

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?

• Joe, because he will get more repeat business

• Carol, because Joe is too timid to close a sale

• Joe, because he is a nice person

• Carol, because she will make more sales

What can salespeople do to maintain good relationships with existing customers?

• ask for new referrals

• use customers in ads

• send customers expensive gifts

• live up to their promises

What does a salesperson need to do to be successful in selling?

• always attempt to sell related merchandise

• describe the disadvantages of competing brands

• ask management to limit the number of brands

• learn the features unique to the brands s/he sells

What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?

• calling to make sure that the products are satisfactory

• ask for referrals

• explaining the company's business plan

• sending articles about local competitors

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

• customer requests

• actions of competitors

• government regulations

• financial resources

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 is a pre-sale opportunity for salespeople to provide customer service?

• maintenance and repair

• shipping and delivery

• providing ample product information

• technical assistance and support

A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a/an ________________ warranty.

• limited

• full

• express

• implied

Harrison Stroller Company manufacturers baby strollers. The business launched a new stroller line in hopes of increasing its market share. The new model featured neon, plastic, musical toys on the front bar of the stroller. By the middle of the first year there were 50 reports of infant injuries. What legal action will Harrison Stroller Company have to face?

• product liability

• product deletion

• consumer protection

• Consumer Protect Safety Act