Marketing Chapter 12 Quiz

What type of sales techniques are prohibited by most businesses?

• overly enthusiastic

• illegal and damaging to reputation

• subliminal suggestion

• online techniques

The Anthony family hired a travel agent to help arrange a vacation that usually costs around $10,000 for the entire family. They have already planned and taken trips to many U.S. destinations normally going on vacation at least once a year using the same travel agent. What type of decision making will they likely use to plan their trip?

• extensive

• routine

• emotional

• limited

What system involves finding customers and keeping them satisfied by making sure they come back and purchase more items?

• customer satisfaction system

• customer relationship management

• business to customer management

• customer loyalty program

Jason has always purchased Apple products since he has never had problems with those  products. The last time he has bought a phone has been almost 3 years.  He has decided to upgrade to an iPhone with the latest features. What decision-making process has he used?

• extensive 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

Jill received a bonus because she exceeded the sales ____________________ that was the goal set for the month by her manager.

• price

• contract

• quota

• policy

The owner of Ashland Auto Supplies knows many of his customers since the store has been in business for 43 years. To show appreciation, he offers regular patrons rewards through a customer ____________________ program to incentives them to come back to the store more regularly.

• customer relationship management

• sales

• price

• loyalty

Companies can solidify their relationships with customers by using _______________ as a quick, cheap, and efficient method of communication.

• email

• mobile devices

• partnership

• customer loyalty program

Sales representatives will make a _______________ when they visit a potential customer without an appointment.

• sales pressure

• telemarketing

• Internet Sales

• cold call

Which of the following is NOT an incentive for a salesperson to encourage selling more products or services?

• higher commission rate

• prizes from sales contests

• a lower sale quota

• bonuses