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WorksheetsUnit 2 review
Total questions: 41
Worksheet time: 22mins
What can salespeople do to maintain good relationships with existing customers?
Ask for new referrals
Use customers in advertisements
Live up to their promises
Send customers expensive gifts
Which is one of the purposes of having business policies?
To encourage customers to make frequent exchanges
To make sure the business’s actions are consistent
To ensure that the business makes a profit
To allow employees to make decisions regarding
customers
589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
$66.08
$67.08
$68.09
$69.09
What will probably happen to a business if it continuously fails to deliver on its brand promise?
Lose credibility
Improve sales volume
Increase market share
Decrease liability
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
What should salespeople do when they must cope with customers who are being disagreeable?
Speed up the sale to minimize opportunity for disagreement
Use product knowledge to prove they are wrong
Listen patiently and try to stay calm
Ask them to come back when they are ready to buy
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
Making a brand promise
Developing a campaign platform
Stating industry policies
Establishing product position
Shari wants to make sure that she knows which customers' orders she is taking on the telephone, what is the first step in processing the orders that would help?
Checking for availability
Explaining pricing policy
Describing each item
Obtaining customer's name
customer purchased dining room furniture that retails for $750 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
$527.50
$527.63
$552.63
$553.88
Which antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
Federal Trade Commission Act
Discount Customer Act
Clayton Act
Robinson-Patman Act
How does a feature-benefit chart help a salesperson?
Evaluates customer reaction to the presentation
Explains the business's compensation rate to the salesperson
Determines which features and benefits appeal to each customer
Provides a quick reference to the salesperson about the product
Which is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?
Ask for referrals
Call to make sure the products are satisfactory
Explain the company’s business plan
Send articles about local competitors
What is often one of the first steps in processing an incoming telephone order?
Checking for availability
Explaining pricing policy
Describing each item
Obtaining customer's name
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
How does the use of grades and standards affect the buying and selling process
It enables customers to buy without having to inspect each product
It provides product information on unsafe
products.
It enables businesses to set high prices
It enables salespeople to suggest products
without having to determine customer needs.
What is a purpose of warranties and guarantees?
To increase customer anxiety about purchases
To decrease feedback from customers
To protect the producer and the seller
To avoid a customer-oriented focus for the
business.
Which is one of the benefits to a business of
reinforcing service orientation through communication?
Promotes the sale of new products
Builds positive relationships with customers
Rewards customers for their support
Encourages employees to be aggressive
Which is an internal factor that affects the selling policies of a business?
Customer requests
Actions of competitors
Financial resources
Government legislation
Which is a factor that affects a business’s selection of policies to guide its operations?
Communication skills of employees
Personal preferences of management
Nature of the business
Space available to display policies
John communicates through all advertisements that his employees go through extensive training. What is John doing?
Making a brand promise
Developing a campaign platform
Stating industry policies
Establishing product position
what will the emphasis put on each phase of the selling process vary most significantly?
State and local laws
Economic climate
Product and client
Geographic area
Which type of information should employees be
able to locate in their company’s employee handbook?
The company’s annual report
The company’s list of current job openings
The use of company property
number of vacation days that an employee has taken
Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
Thank the customer
Explain customer policy
Restate the complaint
Take immediate action
irate business customer yells because of a billing error. What should one do to demonstrate a customer service mindset for this situation?
Make sure the mistake is corrected
Blame the billing department
Get as upset as the customer
Call the person's supervisor to complain about the customer's attitude
Which behavior should help businesspeople adapt their communication styles to appeal to clients from other cultures?
Being respectful, indifferent, and honest
Being confident, biased, and manipulative
Being sensitive, transparent, and demanding
Being patient, flexible, and empathetic
What does a salesperson need to do to be successful in selling?
Always attempt to sell related merchandise
Ask management to limit the number of brands
Describe the disadvantages of competing brands
Learn the features unique to the brands she or he sells
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
A business’s brand promise is intended to
accomplish which goal?
Name its product
Sell to the target market
Provide the customer
Use as a trademark
Through sales, products are transferred to
consumers who can then use them. This is an example of which role of selling?
Increasing product variety
Promoting competition
Affecting employment
Adding utility
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
The speed of asking customers questions depends on which factor?
Type of product that is being sold
Number of other customers waiting
Amount of time left before the business closes
Pace of the customer’s responses to the questions
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
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.
What should be done to eliminate any misunderstandings that a customer might have concerning a complaint?
Thank the customer
Explain company policy
Restate the complaint
Take immediate action
Jami researched her international customers’ buying behavior. Jami wanted to be sure she did not make the common mistake to perform which action?
Offend the clients
Earn the clients’ trust
Impress the clients
Persuade the clients to buy
What should the salesperson do when she or he is helping a customer and another customer enters the selling area?
Apologize to the first customer for helping the second customer
Leave the first customer to help the second customer
Acknowledge the second customer as soon as possible
Ignore the second customer until finished with the first customer
Are noncomplainers a more difficult problem for businesses than complainers?
Yes, because records of the complaints cannot be maintained
Yes, because the salesperson does not have an opportunity to handle the complaint
No, because non complainers do not express ill feelings
No, because the salesperson can satisfy the noncomplainer within company guidelines
Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
“What is the warranty?”
“What is it?”
“What is the price?"
“What is in it for me?”
Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
Express
Full
Limited
Implied
What should employees do to maintain a customer service mindset?
Listen to the words of soothing songs
Devote their full attention to customers
Maximize conversations with coworkers
Decide how to spend their break time
Which type of information concerning policies and procedures do employees often extract from an internal business report?
Customer profiles
New personnel regulations
Industry research data
Former local competitors
