MKT 2.03

George sold Sandy a new living room set. Which action should George do as an effective follow-up to provide good service and develop a strong relationship with her?

• A Ask for referrals

• B Call to make sure the products are satisfactory

• C Explain the company's business plan

• D Send articles about local competitors

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?

• A Quick profits

• B Increased returns

• C Added utility

• D Repeat business

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

• A Providing ample product information

• B shipping and delivery

• C Maintenance and repair

• D Technical assistance and support

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

• A Ask for new referrals

• B Use customers in advertisements

• C Live up to their promises

• D Send customers expensive gifts

Through sales, products are transferred to consumers who can then use them. This is an example of which role of selling?

• A Increasing product variety

• B Promoting competition

• C Affecting employment

• D Adding utility

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

• A Always attempt to sell related merchandise

• B Ask management to limit the number of brands

• C Describe the disadvantages of competing brands

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

Which is one of the purposes of having business policies?

• A To encourage customers to make frequent exchanges

• B To make sure the business’s actions are consistent

• C To ensure that the business makes a profit

• D To allow employees to make decisions regarding customers

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?

• A Tell the customers exactly when they will be called

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

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

• D 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?

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

• B Try to make a sale while answering each inquiry.

• C Limit handling inquiries while conducting a sale.

• D Make sure one clearly understands customers’ inquiries.

Jami researched her international customers’ buying behavior. Jami wanted to be sure she did not make the common mistake to perform which action?

• A Offend the clients

• B Earn the clients’ trust

• C Impress the clients

• D Persuade the clients to buy