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MKT 005 - Quiz 2 - 3rd Periodical

Total questions: 35

Worksheet time: 23mins

Name
Class
Date
1.
This is the amount customers pay for the product
a)
Price
b)
Value
c)
Retail
d)
Cost
2.
This is a pricing strategy that sets a higher than average price to target customers seeking status and high quality:
a)
loss leader pricing
b)
odd-even pricing   
c)
bundle pricing
d)
prestige pricing
3.
These are products that are physical goods that offer benefits to customers.
a)
tangible products
b)
intangible products 
c)
industrial services
d)
consumer services
4.
These products are nonphysical products, also called services, such as golf lessons.
a)
tangible products
b)
intangible products
c)
industrial products
d)
consumer products
5.
Any good purchased by the customer for their personal use.
a)
consumer product
b)
tangible product             
c)
business product
d)
intangible product
6.
Any good purchased by an organization for use in their operations.
a)
consumer product 
b)
tangible product             
c)
business product
d)
intangible product
7.
In this stage of the Product Life Cycle sales and profits increase. The popularity and profitability of the new product attracts competitors.
a)
Introduction
b)
Growth       
c)
Expansion
d)
Decline
8.
In this stage of the Product Life Cycle sales and profits will fall and the company may decide to discontinue the product.
a)
 Introduction
b)
Degeneration         
c)
Maturity
d)
Decline
10.
This is the creation and maintenance of satisfying exchange relationships:
a)
selling
b)
marketing
c)
advertising
d)
globalization
10.
This is the creation and maintenance of satisfying exchange relationships:
a)
selling
b)
marketing
c)
advertising
d)
globalization
11.
Businesses must differentiate their products from those of competitors in order to create loyalty and attract new customers.
a)
True
b)
False
12.
Closing the sale
a)
involves suggestion selling
b)
moves the customer to make a decision
c)
is the ultimate goal of the sales associate
d)
all of the above
13.

WHAT MARKET SHARE PERCENTAGE MUST EXPERIENCE STORE POSSESS IN THE TOTAL PERCENTAGE OF WHOLE MALL?

a)

20%-30%

b)

50%-80%

c)

10%-15%

d)

5%-11%

14.

What is "S" in SMART APPROACH?

a)

SALES

b)

STORE

c)

SPECIFIC

d)

SUPERLATIVE

15.
Choose an example of good customer service.
a)
Food service assistands stands with their  backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
16.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
17.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
18.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
19.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
20.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
21.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
22.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
23.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
24.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
25.

A good _______________ is essential to a business when providing customer service

a)

speaking voice

b)

attitude

c)

first impression

d)

hair style

26.

When dealing with difficult customers we should always

a)

interrupt

b)

get angry

c)

offer solutions

d)

worry about the next call

27.

What type of atmosphere do you want to create?

a)

Wet & Wild

b)

Warm & Welcoming

c)

Wicked & Weird

d)

Wooden & Warlike

28.

Your most unhappy customer is your greatest source of.....

a)

Aggravation

b)

Learning

c)

Income

d)

Frustration

29.

What is promotion?

a)

The group of customers to whom the business intends to sell its products

b)

When products that are the same or similar are made to appear different

c)

When the market is divided into groups of people who share characteristics

d)

The methods used by a business to persuade consumers about its products

30.

What is product differentiation?

a)

The methods used by a business remind consumers about their product

b)

When products that are the same or similar are made to appear different

c)

The group of customers to whom the business intends to sell its product

d)

When groups of people share common characteristics

31.

What does the term 'target market; refer to?

a)

The methods used by a business to persuade consumers about their products

b)

When products that are the same or similar are made to appear different

c)

The group of customers to whom the business intends to sell its products

d)

When the total market is subdivided into groups of people

32.

What are the 4P'S

a)

Product, price, place and prevention

b)

Price, place, produce and prevention

c)

Price, place, produce and promotion

d)

Product, price, place and promotion

33.

A business promotion mix may include:

a)

personal selling, sales promotions, sponsorship

b)

word of mouth, sleight of hand, exaggeration

c)

sales promotions, outsourcing, word of mouth

d)

sales promotions, product placement, market research

34.

Dividing consumers into groups with similar wants or needs is known as …

a)

diversification

b)

Discrimination

c)

Segmentation

d)

Location

35.

A company that labels a product 'tomato sauce' when it is made of pumpkin and red food colouring is guilty of …

a)

unconscionable conduct

b)

Pyramid selling

c)

Bait-and-switch advertising

d)

Misleading and deceptive conduct

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