2.02 Selling and Customer Inquiries

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 customer's inquiries

• Try to make a sale while you're answering each inquiry

• Don't try to handle inquiries when you are busy with a sale

• Make sure you clearly understand customers' inquiries

How do service-oriented companies often improve their levels of service?

• By evaluating internal product development procedures
• By requesting input through employee and customer surveys
• By providing customers with product testimonials
• By conducting a feasibility analysis for company expansion

What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?

• Offend the clients
• Earn the client's trust
• Impress the clients
• Persuade the clients to buy

What is a guideling for employees to follow in handling customer inquiries?

• Spend as little time as possible answering customer's inquiries
• 
  Try to make a sale while you're answering each inquiry
• Don't try to handle inquiries when you are busy with a sale
• Make sure you clearly understand customers' inquiries

What is one of the purposes of having business policies?

• To encourage customers to make frequent exchanges
• To make sure the business's actions are consistent
• To ensure that the business makes a profit
• To allow employees to make decisions regarding customers

Which of the following is an appropriate characteristic for a firm's selling policies:

• Open to interpretation
• Based on the salesperson's status
• Enforced with reasonable firmness
• Not subject to change

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

Why would a business develop policies to limit the amount of money that salespeople send spend taking customers to lunch or dinner?

• To improve advertising
• To expand entertainment
• To increase salaries
• To control expenses

Which is a factor that affects a business’s selection of policies to guide its operations?

• Communication skills of employees

• Personal preferences of management

• Nature of the business

• Space available to display policies

Which behavior should help businesspeople adapt their communication styles to appeal to clients from other cultures?

• Being respectful, indifferent, and honest

• Being confident, biased, and manipulative

• Being sensitive, transparent, and demanding

• Being patient, flexible, and empathetic