WorksheetsUnit 2 (B)
Total questions: 24
Worksheet time: 12mins
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
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 a presale opportunity for salespeople to provide customer service?
Providing ample product information
shipping and delivery
Maintenance and repair
Technical assistance and support
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
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
The number of vacation days that an employee has taken
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
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?
Quick profits
Increased returns
Added utility
Repeat business
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
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
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
Which is an appropriate characteristic for a firm’s selling policies?
Open to interpretation
Based on the salesperson’s status
Enforced with reasonable firmness
Not subject to change
Which is an internal factor that affects the selling policies of a business?
Customer requests
Actions of competitors
Financial resources
Government legislation
Which is an internal factor that might have an effect on a business’s selling policies?
Customer wants
Materials shortage
Social issues
Research efforts
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
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 a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
Exchange the item
Refer the customer to the manufacturer
Consult the buyer
Follow the business’s selling policies
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.
Why do many professional organizations develop standards for their members to follow?
To promote group activities
To create influence
To establish control
To promote product safety
Which is an example of an implied warranty?
A customer buys a toaster and assumes it will toast bread.
A jacket’s hangtag states that the fabric is pure wool.
A television’s label promises a full refund if the set does not work.
A salesperson tells a customer, “This is the best quality you can buy.”
When products are graded by nongovernmental agencies, the grading is considered to be which category?
Voluntary
Mandatory
Periodic
Occasional
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?
Express
Full
Limited
Implied
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.
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
Any business that transports goods across state lines must comply with standards set by which group?
Individual businesses
Government agencies
Trade associations
Professional organizations
