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WorksheetsMKT 2.08-2.09
Total questions: 20
Worksheet time: 10mins
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
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
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.
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
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
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 Try to serve the customer as best she can
D Ask an available, experienced employee
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?”
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?”
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
Which is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A Monitor has a non-glare screen.
B Preinstalled software saves money.
C Print capability is optional.
D 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?
A Tell the customer to contact the manufacturer
B Explain that she or he is new and does not know
C ry to serve the customer as best she or he can
D Ask an available, experienced employee
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
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
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
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
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
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.
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
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
Which is part of establishing relationships with customers?
A Using suggestion selling
B Probing
C Reaching closure
D Sizing up the customer
