Marketing 1.06-2.03

Which is one reason why an employee might write a business letter?

• To communicate with friends

• To accept a social invitation

• To sell goods and services

• To apply for personal credit

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

• Ask for new referrals

• Live up to their promises

• Use customers in advertisements

• Send customers expensive gifts

Using selling to satisfy customers' needs or desires should ensure that the salesperson and the business will both benefit over time from which action or actions?

• Quick profits

• Increased returns

• Added utility

• Repeat business

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

• Send articles about local competitors

• Call to make sure the products are satisfactory

• Explain the company’s business plan

• Send articles about local competitors

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 most likely to be the more successful salesperson?

• Joe because he is a nice person

• Carol because Joe is too timid to close a sale

• Joe because he will get more repeat business

• Carol because she will make more sales

Which is a presale opportunity for salespeople to provide customer service?

• Providing ample product information

• shipping and delivery

• Maintenance and repair

• Technical assistance and support

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

• Always attempt to sell related merchandise

• Ask management to limit the number of brands

• Describe the disadvantages of competing brands

• Learn the features unique to the brands she or he sells

Which type of information concerning policies and procedures do employees often extract from an internal business report?

• Customer profiles

• New personnel regulations

• Industry research data

• Former local competitors

Which is a professional way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?

• Tell the customers exactly when they will be called

• Ask the customers when it would be convenient to call them

• Explain how much effort will be required to get the requested information

• Ask the customers to call back if they do not receive a call within 24 hours

A customer asked several questions about the new expandable notebooks. So that the questions are addressed correctly, which action should be performed?

• Spend as little time as possible answering customers’ inquiries.

• Try to make a sale while answering each inquiry.

• Limit handling inquiries while conducting a sale.

• Make sure one clearly understands customers’ inquiries.