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WorksheetsMKT 2.06-2.07
Total questions: 20
Worksheet time: 10mins
What should be done to eliminate any misunderstandings that a customer might have concerning a complaint?
A Thank the customer.
B Explain company policy.
C Restate the complaint.
D Take immediate action.
“I do not know which of these my girlfriend would like best. I had better come back at another time.” Which kind of customer would make these statements?
A Disagreeable
B Suspicious
C Slow or methodical
D Dishonest
Which is a cost associated with customer complaints?
A Markups on inventory
B Additional advertising
C Higher commissions
D Loss of sales
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
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
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
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.
When products are graded by nongovernmental agencies, the grading is considered to be which category?
A Voluntary
B Mandatory
C Periodic
D Occasional
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
Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
A Express
B Full
C Limited
D Implied
How does the use of grades and standards affect the buying and selling process?
A It enables customers to buy without having to inspect each product.
B It provides product information on unsafe products.
C It enables businesses to set high prices.
D It enables salespeople to suggest products without having to determine customer needs.
Which is an example of an implied warranty?
A A customer buys a toaster and assumes it will toast bread.
B A jacket’s hang tag states that the fabric is pure wool.
C A television’s label promises a full refund if the set does not work.
D A salesperson tells a customer, “This is the best quality you can buy.”
Which is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
A Requiring employees to respond to customer inquiries within 24 hours
B Requesting that employees sign their timecards at the end of a pay period
C Ensuring that employees wear clean uniforms during their shifts.
D Allowing employees to establish their own service standards.
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
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.
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
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
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
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
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
