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WorksheetsMarketing 2.07-2.11
Total questions: 26
Worksheet time: 13mins
Name
Class
Date
1.
When products are graded by nongovernmental agencies, the grading is considered to be which category?
a)
Voluntary
b)
Mandatory
c)
Periodic
d)
Occasional
2.
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.”
3.
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
4.
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
5.
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
6.
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.
7.
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.
8.
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
9.
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
10.
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
11.
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
12.
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
13.
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
14.
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
15.
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.
16.
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
17.
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
18.
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
19.
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.
20.
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?
21.
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?
22.
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
23.
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
24.
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
25.
A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
a)
$68.09
b)
$67.08
c)
$66.08
d)
$69.09
26.
A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
a)
$527.50
b)
$553.88
c)
$527.63
d)
$552.63
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