One way a company can reinforce its image is by performing which action?

• A Developing a financial plan

• B Training its employees

• C Conducting a competitive analysis

• D Identifying economic resources

What will probably happen to a business if it continuously fails to deliver on its brand promise?

• A Lose credibility

• B Improve sales volume

• C Increase market share

• D Decrease liability

Which is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?

• A Requiring employees to respond to customer inquiries within 24 hours

• B Requesting that employees sign their timecards at the end of a pay period

• C Ensuring that employees wear clean uniforms during their shifts.

• D Allowing employees to establish their own service standards.

John communicates through all advertisements that his employees go through extensive training. What is John doing?

• A Making a brand promise

• B Developing a campaign platform

• C Stating industry policies

• D Establishing product position

When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?

• A Making a brand promise

• B Developing a campaign platform

• C Stating industry policies

• D Establishing product position

Geri asks a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson is not aware of the features, what should the employee do?

• A Tell the customer to contact the manufacturer

• B Explain that she or he is new and does not know

• C Try to serve the customer as best she can

• D Ask an available, experienced employee

Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?

• A “What is the warranty?

• B “What is it?”

• C “What is the price?”

• D “What is in it for me?”

When salespeople explain the benefits of a technical product, which question are they answering for customers?

• A “What is the warranty?

• B “What is it?

• C “What is the price?

• D “What is in it for me?”

A customer interested in buying an expensive product asks a question the sales representative cannot answer. The customer leaves without buying anything, but promises to come back later. The only other person on hand who has the information needed is a coworker who is helping a customer. What should be done?

• A Ask a coworker for the information as soon as his or her customer leaves

• B Wait until the manager returns, and ask him or her for the information

• C Write a memo to the manager requesting the information needed

• D Interrupt a coworker to get the information before the customer returns

Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?

• A Monitor has a non-glare screen.

• B Preinstalled software saves money.

• C Print capability is optional.

• D Models are available in many colors.