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WorksheetsMarketing Unit 2
Total questions: 20
Worksheet time: 10mins
Name
Class
Date
1.
What can salespeople do to maintain good relationships with existing customers
a)
Ask for new referrals
b)
Use customers in ads
c)
Live up to their promises
d)
Send customers expensive gifts
2.
Which type of information concerning policies and procedures do employees often extract from an internal business report?
a)
Customer profiles
b)
New personnel regulations
c)
Industry research data
d)
Former local competitors
3.
Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customers needs. Carol always attempts to close a sale at all cost. Who is most likely to be the more successful sales person?
a)
Joe because he is a nice person
b)
Carol because joe is to timid to close a sale
c)
Joe because he will get more repeat business
d)
Carol because she will make more sales
4.
Which is an effective follow up activity that salespeople can use to provide good service and develop strong relationships with customers?
a)
Ask for referrals
b)
Call to make sure the product(s) are satisfactory
c)
Explain the company's business plan
d)
Send articles about local competitors
5.
Which is a pre-sale opportunity for salespeople to provide customer service?
a)
Providing ample product info
b)
Shipping and delivering
c)
Maintenance and repair
d)
Technical assistance and support
6.
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?
a)
Ask for referrals
b)
Call to make to sure the product(s) are satisfactory
c)
Explain the company's business plan
d)
Send articles about local competitors
7.
Through sales, products are transferred to customers who can then use them. This is an example of which role of selling?
a)
Increasing product variety
b)
Promoting competition
c)
Affecting employment
d)
Adding utility
8.
What does a salesperson need to do to be successful in selling?
a)
Always attempt to sell related merchandise
b)
Ask management to limit the number of brands
c)
Describe the disadvantages of competing brands
d)
Learn the features unique to the brands he/she sells
9.
Which is an appropriate characteristic for a firms selling policies?
a)
Open to interpretation
b)
Based on the salespersons status
c)
Enforced with reasonable firmness
d)
Not subject to change
10.
Which is an internal factor that might have an effect on a business's selling policies?
a)
Customers request
b)
Actions of competitors
c)
Financial resources
d)
Government legislation
11.
Why would a business develop policies to limit the amount of money that salespeople send spend taking customers to lunch or dinner?
a)
To improve advertising
b)
To expand entertainment
c)
To increase salaries
d)
To control expenses
12.
Which is an internal that might have an effect on a business's selling policies?
a)
Customer wants
b)
Materials shortage
c)
Social issues
d)
Research Efforts
13.
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 buyer
d)
Follow the business's selling policies
14.
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 which type of warranty?
a)
Express
b)
Full
c)
Limited
d)
Implied
15.
Any business that transports goods across state lines must comply with standards set by which group?
a)
Individual businesses
b)
Government agencies
c)
Trade associations
d)
Professional organizations
16.
How does use if grades and standards affect the buying and selling process?
a)
It enables customers to buy without having to inspect each product
b)
It provides information on unsafe products
c)
It enables businesses to set high products
d)
It enables salespeople to suggest products without having todetermine customer needs.
17.
What is a 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.
18.
Why do many professional organizations develop standards for their members to follow?
a)
To promote group activities
b)
To create influence
c)
To establish control
d)
To promote product safety
19.
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
20.
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
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