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Marketing Final Exam Review Units 1-2

Total questions: 87

Worksheet time: 55mins

Name
Class
Date
1.

What does the selling function involve that makes it so important?

a)

Setting high prices

b)

Obtaining feedback from vendors

c)

Contacting customers

d)

Displaying products

2.

Which segmentation would this be? Teenager (hint: life stage)

a)

Promotion

b)

Psychographics

c)

Geographics

d)

Demographics

3.

Which is NOT one of the 4P's

a)

Promotion

b)

Prediction

c)

Place

d)

Product

4.

What is the marketing function that provides information to consumers that will assist them in making a

decision to purchase a good or service?

a)

Promotion

b)

Pricing

c)

Distribution

d)

Production

5.

What does applying the customer-orientation element of the marketing concept enable the business to do?

a)

Provide more products than consumers need

b)

Persuade customers to buy its products

c)

Offer products that consumers want to buy

d)

Coordinate its marketing activities

6.

What is at the center of all marketing activities?

a)

Math

b)

Technological know-how

c)

Communication

d)

Purchasing

7.

Identify the marketing career: These investigators look for clues to what customers need and want as well as why customers do what they do.

a)

Sales

b)

Marketing Research

c)

Retailing

d)

Public Relations

8.

Identify the marketing career: Catching the attention of the consumer in such a fast-paced environment is an exciting challenge for advertisers. But catching their attention is only part of the job

a)

Advertising

b)

Marketing Research

c)

Customer Service

d)

Retailing

9.

Identify the marketing career: use the information gathered by researchers and advertisers to “give life” to the final products.They create, test, and decide how a product will be packaged

a)

Advertising

b)

Marketing Research

c)

Product Management

d)

Sales

10.

Identify the marketing career: Professionals, that are expected to understand customers’ needs and assist in marketing those needs. They explain the benefits of products or services, provide further information, answer questions, and/or help customers set up accounts.

a)

Advertising

b)

Marketing Research

c)

Product Management

d)

Sales

11.

Identify the marketing career: Excellent professionals that provide the competitive edge that makes for a successful company. They process orders, respond to customer questions on product availability and delivery, handle complaints and returns

a)

Customer Service

b)

Marketing Research

c)

Product Management

d)

Sales

12.

Booking hotel rooms for vacationers is an example of __________ marketing.

a)

service

b)

benefit

c)

feature

d)

sports

13.

Dennis has a great idea for a new type of tennis ball that, if produced, would be better than any ball currently on the market. He pitches his idea to a few investors. Which of the four Ps should these investors consider first?

a)

Promotion

b)

Place

c)

Price

d)

Product

14.

Which segmentation is being described: Statistics that describe a population by personal characteristics such as age, gender, income, marital status, ethnicity, education, & occupation.

a)

Demographic

b)

Behavioral

c)

Psychographic

d)

Geographic

15.

Which segmentation is being described: Markets divided by social and psychological characteristics. (Lifestyles, morals, values, & interests)

a)

Demographic

b)

Behavioral

c)

Psychographic

d)

Geographic

16.

Which segmentation is being described: Segmenting a market base on the way customers use a product. (How a consumer responds to a product.)

a)

Demographic

b)

Behavioral

c)

Psychographic

d)

Geographic

17.

Which segmentation is being described: Markets divided by where the customer lives.

a)

Demographic

b)

Behavioral

c)

Psychographic

d)

Geographic

18.

What is the overall reason that marketing strategies are designed and implemented?

a)

Increasing business profits immediately

b)

Changing the image of the business

c)

Achieving planned goals

d)

Improving management techniques

19.

Highway 1 Restaurant allows customers the opportunity to enter drawings in order to win a birthday cake. Customers register by providing their contact information on a card. What does entering the drawings represent?

a)

Goal

b)

Strategy

c)

Trend

d)

Tactic

20.

Determining a value to charge for products. It is important to consider what competitors are charging and the amount customers are willing and able to pay.

a)

Promotion

b)

Price

c)

Marketing Information Management

d)

Selling

21.

Target market is defined as: a particular group of consumers at which a product or service is aimed.

a)

True

b)

False

22.

What type of marketing data can a business obtain by reviewing its inventory reports and customers'

invoices?

a)

Customers' credit limits

b)

Product quality

c)

Customers' product preferences

d)

Actual market share

23.

What does continuously monitoring internal marketing information enable businesses to do?

a)

Analyze economic changes

b)

Investigate competitors

c)

Identify problems

d)

Evaluate market share

24.

The transporting, storing, and handling of goods on their way from the manufacturer to the consumer.

a)

Selling

b)

Financing

c)

Product Service Management

d)

Channel/Distribution Management

25.

By monitoring its sales and its customers' buying habits, what is a business often able to identify?

a)

Economic resources

b)

Competitors' activities

c)

Popular products

d)

Research methods

26.

What is one way that many businesses use the marketing information contained in sales reports?

a)

To develop negotiating techniques

b)

To qualify potential new customers

c)

To monitor expense accounts

d)

To improve the effectiveness of salespeople

27.

What is Marketing?

a)

matches up producers with consumers

b)

is a company that is out of business

28.

How many marketing functions exist?

a)

1

b)

3

c)

5

d)

7

29.

Selling is a marketing function

a)

True

b)

False

30.

Product-Service Management is a marketing function

a)

False

b)

True

31.

Marketing Planning or Research is a marketing function

a)

False

b)

True

32.

Pricing is a marketing function

a)

True

b)

False

33.

Channel Management or Distribution is a marketing function

a)

True

b)

False

34.

Promotion is a marketing function

a)

True

b)

False

35.

Market-Information Management is a marketing function

a)

False

b)

True

36.

How many market segmentations are there?

a)

4

b)

8

c)

2

d)

10

37.

Demographics are a market segmentation

a)

False

b)

True

38.

Psychographics are a market segmentation

a)

True

b)

False

39.

Behavioral are a market segmentation

a)

True

b)

False

40.

Geographics are a market segmentation

a)

False

b)

True

41.

What is a target market?

a)

a store

b)

a group of consumers who are alike

42.
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
43.
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
44.
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
45.
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
46.
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
47.
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
48.
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
49.
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
50.
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 sellsLearn the features unique to the brands she or he sells
51.
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
52.
Which is an internal factor that affects the selling policies of a business?
a)
Customer requests
b)
Actions of competitors
c)
Financial resources
d)
Government legislation
53.
Which is an appropriate characteristic for a firm’s selling policies?
a)
Open to interpretation
b)
Based on the salesperson’s status
c)
Enforced with reasonable firmness
d)
Not subject to change
54.
Why would a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner?
a)
To improve advertising
b)
To expand entertainment
c)
To increase salaries
d)
To control expenses
55.
Which antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
a)
Federal Trade Commission Act
b)
Discount Customer Act
c)
Clayton Act
d)
Robinson-Patman Act
56.
Which is an internal factor that might have an effect on a business’s selling policies?
a)
Customer wants
b)
Materials shortage
c)
Social issues
d)
Research efforts
57.
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
a)
Exchange the item
b)
Refer the customer to the manufacturer
c)
Consult the buyer
d)
Follow the business’s selling policies
58.
When products are graded by nongovernmental agencies, the grading is considered to be which category?
a)
Voluntary
b)
Mandatory
c)
Periodic
d)
Occasional
59.
Which is an example of an implied warranty?
a)
A customer buys a toaster and assumes it will toast bread
b)
A jacket’s hangtag 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.”
60.
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
61.
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)
Expressed
b)
Full
c)
Limimited
d)
Implied
62.
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
63.
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.
64.
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.
65.
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
66.
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
67.
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 time cards 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
68.
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
69.
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
70.
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
71.
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
72.
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.
73.
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 s/he is new and doesn't know
c)
Try to serve the customer as best s/he can
d)
Ask an available, experienced employee
74.
Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?
a)
Tell the customer to contact the manufacturer  
b)
Explain that s/he is new and doesn't know
c)
Try to serve the customer as best s/he can
d)
Ask an available, experienced employee
75.
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
76.
What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
a)
Monitor has a nonglare screen. 
b)
Pre-installed software saves money
c)
Print capability is optional.
d)
Models are available in many colors.
77.
When salespeople explain the benefits of a technical product, what questions are they answering for customers?
a)
What is the warranty? 
b)
What is it? 
c)
What is the price? 
d)
What's in it for me? 
78.
Josh wants to know more about the benefits of his new iPad. What about the iPad he wants to know?
a)
What is the warranty? 
b)
What is it? 
c)
What is the price? 
d)
What's in it for me? 
79.
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
80.
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 the client 
d)
Geographic area 
81.
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
82.
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
83.

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

84.

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

85.

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

86.

Which is part of establishing relationships with customers?

a)

Using suggestion selling

b)

Probing

c)

Reaching closure

d)

Sizing up the customer

87.

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

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