Marketing Unit 2

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

• Ask for new referrals

• Use customers in advertisements

• Live up to their promises

• 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?

• Increasing product variety

• Promoting competition

• Affecting employment

• Adding utility

Which type of information should employees be able to locate in their company’s employee handbook?

• The company’s annual report

• The company’s list of current job openings

• The use of company property

• The number of vacation days that an employee has taken

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

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

• Ask for referrals

• Call to make sure the products are satisfactory

• Explain the company’s business plan

• Send articles about local competitors

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?

• Ask for referrals

• Call to make sure the products are satisfactory

• Explain the company's business plan

• Send articles about local competitors

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

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

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

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