WorksheetsMKTG Unit 2 Part 2 Long Questions
Total questions: 12
Worksheet time: 9mins
Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer’s needs. Carol always attempts to close a sale at all costs. Who is most likely to be the more successful salesperson?
Joe because he is a nice person
Carol because Joe is too timid to close a sale
Joe because he will get more repeat business
Carol because she will make more sales
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?
Ask for referrals
Call to make sure the products are satisfactory
Explain the company's business plan
Send articles about local competitors
One way of reinforcing the company’s image through employee performance is by making sure employees accomplish which action?
Have thorough knowledge of the products
Have comfortable workstations
Have generous pay and benefit plans
Have full access to customer databases
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?
Tell the customer to contact the manufacturer
Explain that she or he is new and does not know
Try to serve the customer as best she can
Ask an available, experienced employee
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?
Ask a coworker for the information as soon as his or her customer leaves
Wait until the manager returns, and ask him or her for the information
Write a memo to the manager requesting the information needed
Interrupt a coworker to get the information before the customer returns
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.
False, retail salespeople do not need this step
True, all salespeople make every contact permanent.
False, industrial salespeople do not need this step.
True, this is an important step for all salespeople.
Why would a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner?
To improve advertising
To expand entertainment
To increase salaries
To control expenses
Which is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
Requiring employees to respond to customer inquiries within 24 hours
Requesting that employees sign their timecards at the end of a pay period
Ensuring that employees wear clean uniforms during their shifts.
Allowing employees to establish their own service standards
Which is an example of an employee reinforcing a firm’s image through his or her job performance?
A customer waits on the telephone for several minutes while Matt confirms shipping information.
Susan advises her customer that the sofa is only available by special order.
Jack politely asks if his customer would like a beverage while she or he waits for car service.
Angela, a human resources manager, prepares the firm’s employee newsletter every month.
One way of reinforcing the company’s image through employee performance is by making sure employees accomplish which action?
Have thorough knowledge of the products
Have comfortable workstations
Have generous pay and benefit plans
Have full access to customer databases
Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
Monitor has a non-glare screen.
Preinstalled software saves money.
Print capability is optional.
Models are available in many colors.
A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
Tell the customer to contact the manufacturer
Explain that she or he is new and does not know
ry to serve the customer as best she or he can
Ask an available, experienced employee
