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WorksheetsMKT 2.01-2.02
Total questions: 20
Worksheet time: 10mins
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 sure the products are satisfactory
C Explain the company's business plan
D Send articles about local competitors
Which type of information should employees be able to locate in their company’s employee handbook?
A The company’s annual report
B The company’s list of current job openings
C The use of company property
D The number of vacation days that an employee has taken
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?
A Joe because he is a nice person
B Carol because Joe is too timid to close a sale
C Joe because he will get more repeat business
D Carol because she will make more sales
Using selling to satisfy customers' needs or desires should ensure that the salesperson and the business will both benefit over time from which action or actions?
A Quick profits
B Increased returns
C Added utility
D Repeat business
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 products are satisfactory
C Explain the company’s business plan
D Send articles about local competitors
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 she or he sells
Which is a presale opportunity for salespeople to provide customer service?
A Providing ample product information
B shipping and delivery
C Maintenance and repair
D Technical assistance and support
What can salespeople do to maintain good relationships with existing customers?
A Ask for new referrals
B Use customers in advertisements
C Live up to their promises
D Send customers expensive gifts
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
Through sales, products are transferred to consumers 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
Jami researched her international customers’ buying behavior. Jami wanted to be sure she did not make the common mistake to perform which action?
A Offend the clients
B Earn the clients’ trust
C Impress the clients
D Persuade the clients to buy
How do service-oriented companies often improve their levels of service?
A By evaluating internal product development procedures
B By requesting input through employee and customer surveys
C By providing customers with product testimonials
D By conducting a feasibility analysis for company expansion
Which is one of the benefits to a business of reinforcing service orientation through communication?
A Promotes the sale of new products
B Builds positive relationships with customers
C Rewards customers for their support
D Encourages employees to be aggressive
Which is a guideline for employees to follow in handling customer inquiries?
A Spend as little time as possible answering customers’ inquiries
B Try to make a sale while answering each inquiry
C Do not try to handle inquiries when you are busy with a sale
D Make sure one clearly understand customers’ inquiries
A customer asked several questions about the new expandable notebooks. So that the questions are addressed correctly, which action should be performed?
A Spend as little time as possible answering customers’ inquiries.
B Try to make a sale while answering each inquiry.
C Limit handling inquiries while conducting a sale.
D Make sure one clearly understands customers’ inquiries.
Which behavior should help business people adapt their communication styles to appeal to clients from other cultures?
A Being respectful, indifferent, and honest
B Being confident, biased, and manipulative
C Being sensitive, transparent, and demanding
D Being patient, flexible, and empathetic
Which is a factor that affects a business’s selection of policies to guide its operations?
ACommunication skills of employees
BPersonal preferences of management
CNature of the business
DSpace available to display policies
Which is a professional way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?
A Tell the customers exactly when they will be called
B Ask the customers when it would be convenient to call them
C Explain how much effort will be required to get the requested information
D Ask the customers to call back if they do not receive a call within 24 hours
What should employees do to maintain a customer service mindset?
A Listen to the words of soothing songs
B Devote their full attention to customers
C Maximize conversations with coworkers
D Decide how to spend their break time
An irate business customer yells because of a billing error. What should one do to demonstrate a customer service mindset for this situation?
A Make sure the mistake is corrected
B Blame the billing department
C Get as upset as the customer
D Call the person's supervisor to complain about the customer's attitude
