WorksheetsMarketing Section part2
Total questions: 25
Worksheet time: 13mins
Name
Class
Date
1.
One way of reinforcing the company’s image through employee performance is by making sure employees accomplish which action?
a)
Have thorough knowledge of the products
b)
Have comfortable workstations
c)
Have generous pay and benefit plans
d)
Have full access to customer databases
2.
What will probably happen to a business if it continuously fails to deliver on its brand promise?
a)
Lose credibility
b)
Improve sales volume
c)
Increase market share
d)
Decrease liability
3.
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
a)
Making a brand promise
b)
Developing a campaign platform
c)
Stating industry policies
d)
Establishing product position
4.
John communicates through all advertisements that his employees go through extensive training. What is John doing?
a)
Making a brand promise
b)
Developing a campaign platform
c)
Stating industry policies
d)
Establishing product position
5.
One way a company can reinforce its image is by performing which action?
a)
Developing a financial plan
b)
Training its employees
c)
Conducting a competitive analysis
d)
Identifying economic resources
6.
A business’s brand promise is intended to accomplish which goal?
a)
Name its product
b)
Sell to the target market
c)
Provide the customer
d)
Use as a trademark
7.
Which is an example of an employee reinforcing a firm’s image through his or her job performance?
a)
A customer waits on the telephone for several minutes while Matt confirms shipping information.
b)
Susan advises her customer that the sofa is only available by special order.
c)
Jack politely asks if his customer would like a beverage while she or he waits for car service.
d)
Angela, a human resources manager, prepares the firm’s employee newsletter every month.
8.
When salespeople explain the benefits of a technical product, which question are they answering for customers?
a)
“What is the warranty?”
b)
“What is it?”
c)
“What is the price?”
d)
“What is in it for me?”
9.
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
a)
Tell the customer to contact the manufacturer
b)
Explain that she or he is new and does not know
c)
Try to serve the customer as best she or he can
d)
Ask an available, experienced employee
10.
How does a feature-benefit chart help a salesperson?
a)
Evaluates customer reaction to the presentation
b)
Explains the business's compensation rate to the salesperson
c)
Determines which features and benefits appeal to each customer
d)
Provides a quick reference to the salesperson about the product
11.
Geri asks a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson is not aware of the features, what should the employee do?
a)
Tell the customer to contact the manufacturer
b)
Explain that she or he is new and does not know
c)
Ask an available, experienced employee
d)
Try to serve the customer as best she can
12.
Which type of product information might a salesperson be able to obtain from a manufacturer's representative?
a)
How the product is made
b)
What credit terms are available
c)
How the product became popular
d)
What inventory method to use
13.
A customer interested in buying an expensive product asks a question the sales representative cannot answer. The customer leaves without buying anything, but promises to come back later. The only other person on hand who has the information needed is a coworker who is helping a customer. What should be done?
a)
Ask a coworker for the information as soon as his or her customer leaves
b)
Wait until the manager returns, and ask him or her for the information
c)
Write a memo to the manager requesting the information needed
d)
Interrupt a coworker to get the information before the customer returns
14.
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
a)
“What is the warranty?”
b)
“What is it?”
c)
“What is the price?”
d)
“What is in it for me?”
15.
Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
a)
Monitor has a no?n-glare screen
b)
Preinstalled software saves money
c)
Print capability is optional.
d)
Models are available in many colors
16.
Determine whether this statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer.
a)
False, retail salespeople do not need this step
b)
True, all salespeople make every contact permanent.
c)
False, industrial salespeople do not need this step.
d)
True, this is an important step for all salespeople.
17.
The phase of the selling process that includes writing up the order is which action?
a)
Discovering needs
b)
Prescribing solutions
c)
Reaching closure
d)
Establishing relationships
18.
After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson’s next step?
a)
Trying to reach closure with the customer
b)
Suggesting a specific computer to the customer
c)
Trying to make the customer feel more relaxed
d)
Giving the customer a price list
19.
Judy sold customers substitute computers for the iPad. What should she explain to the customers about the substitute computers?
a)
Buying motives
b)
Exchange policies
c)
Comparable features
d)
Fringe benefits
20.
Which is part of establishing relationships with customers?
a)
Using suggestion selling
b)
Probing
c)
Reaching closure
d)
Sizing up the customer
21.
By what will the emphasis put on each phase of the selling process vary most significantly?
a)
State and local laws
b)
Economic climate
c)
Product and client
d)
Geographic area
22.
What should a salesperson remember to do during the closing phase of the selling process?
a)
Show the customer a product
b)
Put the customer at ease
c)
Ask the customer questions
d)
Ask the customer to buy
23.
A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
a)
$68.09
b)
$67.08
c)
$66.08
d)
$69.09
24.
A customer purchased dining room furniture that retails for $750 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
a)
$527.50
b)
$527.63
c)
$552.63
d)
$553.88
25.
A chair was purchased for $279, and the tax rate is 6%. What is the amount of tax?
a)
$15.34
b)
$16.74
c)
$15.86
d)
$14.74
100 %
