WorksheetsMarketing 2.03-2.06
Total questions: 15
Worksheet time: 9mins
Name
Class
Date
1.
What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
a)
Federal Trade Commission Act
b)
Discount Customer Act
c)
Clayton Act
d)
Robinson-Patman Act
2.
Which of the following is an appropriate characteristic for a firm's selling policies:
a)
Open to interpretation
b)
Based on the salesperson's status
c)
Enforced with reasonable firmness
d)
Not subject to change
3.
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
a)
Exchange the item
b)
Refer the customer to the manufacturer
c)
Consult the buyer
d)
Follow the business's selling policies
4.
Which of the following is an internal factor that migh have an effect on a business's selling policies?
a)
Customer wants
b)
Materials shortage
c)
Social Issues
d)
Research efforts
5.
What is an internal factor that affects the selling policies of a business?
a)
Customer requests
b)
Actions of competitors
c)
Financial resources
d)
Government legislation
6.
Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
a)
Thank the customer
b)
Explain customer policy
c)
Restate the complaint
d)
Take immediate action
7.
What should salespeople do when they must cope with customers who are being disagreeable?
a)
Speed up the sale to minimize opportunity for disagreement
b)
Use product knowledge to prove they are wrong
c)
Listen patiently and try to stay calm
d)
Ask them to come back when they are ready to buy
8.
Which of the following would most likely be the cause of customer complaints?
a)
Institutional ads
b)
Products quality
c)
Extended hours
d)
Price reductions
9.
What kind of customer would make the following statement? "I just don't know which of these my girlfriend would like best. I had better come back at another time."
a)
Disgreeable
b)
Suspicious
c)
Slow/Methodical
d)
Dishonest
10.
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
a)
Thank the customer
b)
Explain company policy
c)
Restate the complaint
d)
Take immediate action
11.
Any business that transports good across state lines must comply with standards set by
a)
individual businesses
b)
government agencies
c)
trade associations
d)
professional organizations
12.
A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ______________ warranty.
a)
Express
b)
Full
c)
Limited
d)
Implied
13.
What is the purpose of an implied warranty?
a)
A customer buys a toaster and assumes it will toast bread.
b)
A jackets hang tag states that the fabric is pure wool.
c)
A television's label promises a full refund if the set doesn't work.
d)
A salesperson tells a customer, "This is the best quality you can buy."
14.
Why do many professional organizations develop standards for their members to follow?
a)
To promote group activities
b)
To create influences
c)
To establish control
d)
To promote product safety
15.
What is the purpose of warranties and guarantees?
a)
To increase customer anxiety about purchases
b)
To decrease feedback from customers
c)
To protect the producer and the seller
d)
To avoid a customer-oriented focus for the business
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