Marketing Unit 2 Review

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

• Sending articles about local competitors

• Asking for referrals

• Calling to make sure the products are satisfactory

• Explaining the company's business plan

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

• Technical assistance and support

• Shipping and delivery

• Maintenance and repair

• Providing ample product information

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

• Ask management to limit the number of brands

• Learn the features unique to the brand s/he sells

• Always attempt to sell related merchandise

• Describe the disadvantages of competing brands

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

• Added Utility

• Quick Profits

• Increased Returns

• Repeat Business

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

• Ask for new referrals

• Send customers expensive gifts

• Live up to their promises

• Use customers in advertisements

What should employees do to maintain a customer-service mindset?

• Maximize conversations with coworkers

• Listen to the words of soothing songs

• Decide how to spend their break time

• Devote their full attention to customers

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

• Impress the clients

• Offend the clients

• Earn the clients' trust

• Persuade the clients to buy

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

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

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

• Spend as little time as possible answering customers' inquiries

• Make sure you clearly understand customers' inquiries

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

• By conducting a feasibility analysis for company expansion

• By evaluating internal product development procedures

• By requesting input through employee and customer surveys

• By providing customers with product testimonials

Jami researched international customers' buying behavior. Jami wanted to be sure she did NOT make the common mistake to do which of the following actions?

Group of answer choices

• Impress the clients

• Earn the clients' trust

• Offend the clients

• Persuade the clients to buy