Marketing Chapter 12 and 13

There are only two jobs in the organization that employers will need salespeople.

• True

• False

The salesperson should ask a potential customers their price range as one of the first questions they ask.

• True

• False

Customers who have developed brand loyalty for a product will use routine decision making.

• True

• False

Maintaining eye contact is an important way to show interest and establish a rapport with a customer.

• True

• False

The Anthony family leases a different car every three years. The family picks a different car every time based on what they think their needs will be in the next three years.  The car salesperson will help them find out what they are looking for.  What type of decision making will they likely use to pick out the type of car that they want?

• extensive

• routine

• emotional

• limited

What system involves finding customers and keeping them satisfied?

• customer relationship management

• customer satisfaction system

• business to customer management

• computerized customer search

Jason has always purchased Apple products since he has never had problems with those  products. He has decided to upgrade to an iPhone with the latest features. What decision-making process has he used?

• brand loyalty decision making

• limited decision making

• routine decision making

• stable decision making

What protects customers from fraudulent or unethical selling practices?

• established trust

• online disclosures

• sales regulations

• local watchdogs

During which step of the sale should you learn what the retail customer is looking for in a good or service?

• approaching the customer

• determining needs

• presenting the product

• overcoming objecting

Bobby works in the men’s clothing department of a large department store. He noticed a regular customer inspecting an elegant sports coat. As  he approached the customer, he said, “ How may I help you this morning?” What method of initial approach is Bobby using?

• merchandise approach

• greeting approach

• service approach

• suggestion selling