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Worksheets145 mock 1
Total questions: 60
Worksheet time: 3hrs 0mins
You ............. to read terms and conditions before you apply for loyalty cards.
Don't need.
Don't see.
Need.
Don't find them.
Brochures and pamphlets aim to …………………
Introduce the loyalty cards benefits and rules.
Give you an idea about the seller.
Give you discounts.
All of above.
What are the main goals of loyalty cards ……………………….
A. To receive feedback about products.
B. To make you come back again and buy.
C. option A and B.
D. None of above.
Children ……….. join loyalty cards due to age restrictions.
can
cannot
Like to
Don't like to
A card that transmits all of the information and product details that customer wants is called the ____________card.
Business card
Invitation card
Product card
Visiting card
The product card is a unique and specific page for each item that explains products most relevant____________
Price
benefits
Size
Weight
What information is not included in product card?
Size
Weight
Length
Fax number
Details of product, price, color can be displayed by ____________ card.
Price
Promotion
Place
product
Material usage, energy usage and water usage should be monitored so that:
Cost are minimized
They are accounted for
Resources are used efficiently
reported
What if visible smoke appears from the machinery you are working on?
Continue working until the end of your shift
Notify your supervisor
Immediately stop what you are doing, turn off the machinery and notify your supervisor
inform colleagues around your work area
You may be able to reduce environmental impact by using _________
recycled paper
Washing clothes or dishes in hot water
Using a biodegradable detergent
A and C
A soft copy can be sent____________
by email
physically
Both A and B
None of these
Car parking by it self is an example of ___________
unique benefit
feature
hidden benefit
none of the above
Hidden benefits can not be understood without the help of a ____________________
example
sales person
manager
none of the above
Customer buys a product that has ___________
great features
benefit in it
option in it
none of the above
What helps to describe a product?
feature and benefit
benefit
feature
none of the above
Which of the following needs detailed answer?
Open Question
Closed Question
Probing Question
Simple Question
Which of the following helps in gaining clarification to ensure that you have the whole story and that you understand it thoroughly?
Open Question
Closed Question
Probing Question
Simple Question
Which of the following is most expensive sales channel ?
Face to face
Telephone sales
Online sales
None
Which of the following is the final sales transaction in sales process??
Trial close
Final close
sales target
sales close
It is a method of protecting information and communications through the use of codes
Steganography
Cryptography
Recession
Dimension
An encryption method that uses a two-part key
PKC
PCL
PCC
PKK
Consumers doing business online use ____________for safety
online crow
online essrow
online escrow
online wesrow
Protecting data and safeguarding the information from malware is called as
Virus protection
Virus Detention
Virus Rendition
None of the Above
EBP stands for
Electronic Business Patent
Electronic bill payment
Electronic Brand Pay
Electronic Bill Preserve
When Dealing with a Customer, You Should Not:
Get caught up in an argument.
Use the word "NO"
Give out orders or place blame on the Customer.
All of the Above.
CRM stand for
Customer Rarely Matter
Communicating Random Meaning
Customer Routine Managed
Customer Relationship Management.
Company procedures regarding Customer service help to
Let customer know what to expect in specific situations
Advise employee on how to deal with customer complaints or queries
Resolve problems in a consistent way
All of the above
Customer who complain want
Something for nothing
To be heard and have their experience validates
To me made majority shareholders in the company
None of the above
An external customer …………….. while an internal customer is/are………………..
Are the people who buy your company’s products or services; are the people who work within your company.
Are the people who work within your company; are the department heads of each section
Are the people who work within your company; are the customers
None of the above
Data Privacy is the ___________ for protecting information
Victory
Key
Disagree
None of the Above
Use of IT in sales is Mandatory
Yes
No
Does not matter
None of the Above
QR Code is used for
Quick Access to product information
For security
Both 1 and 2
None of the Above
Customer Database records
Product Information
Customer Information
Sales Information
Customer Complaint information
Encryption means
To Market
To Code
To decode
To promote
Visual means relating the sense of _________ to products display
Confidently talking
Working carefully
Sight
Active listening
____________is a market place in which a brand or image from one product or service is used to sell another
Merchandizing
Record keeping
Accounting
Customer service
The purpose of display of product is to attract, engage and motivate the ____________ towards making the purchase.
Managers
Workers
Customer
Employees
Goods and products can be displayed to highlight their features and ____________
Prices
Sizes
Benefits
Design
Which of the following needs a short answer?
Open Question
Closed Question
Probing Question
Simple Question
Products that are sold through wide spread distribution network are classified as
sought consumer products
shopping products
convenience products
specialty products
How these features provide value to your customers?
Handling and storage requirements
Price
Benefits
Features
Which of the following is a permission?
OHS
legislation
License
sale of second hand products
The full form of OHS is
Occupational Health and service
Occupational Health and safety
Occupational hazard and safety
none of these
Legislation means __________
Laws or Decrees that govern particular areas.
The act or process of making or enacting laws.
A law, or set of laws, enacted by a government
All of the above
__________ are formalized statements that apply to a specific area or task.
Code of conduct
guidelines
Policies
None of above
__________ is a set of written rules which explains how people working in a particular profession should behave
Manufacturer's Specifications
Code of Practice
Guidelines
Policies
Salespersons have to know characteristics of own products and services such as:
Features and benefits
Handling and storage requirements
Price
all of the above
Example of hidden benefit is
Hybrid car
Soft tissue
Nivea cream
None of the above
Example of obvious benefit is
Hybrid car
Soft tissue
Nivea cream
None of the above
Example of unique benefit is
Hybrid car
Apple watch (siri)
Apple watch (siri)
None of the above
................ is the agreement that includes the terms, the rules and the guidelines.
Terms and conditions
Application forms
Brochures
None of above.
.................... are requirements help make sure that customers are similar each other in terms of specific factors such as age, location, general health, and ID holding.
Eligibility criteria
Application forms
Brochures
None of above
Loyalty program has many .......... for the business, like making the customers come back.
benefits
disadvantages
rule
None of above
benefits of a loyalty program .......
Stop competing on price
Build personal relationships
Increase Customer Lifetime Value
All of above.
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Smiling
Slow, deliberate nodding of the head
Which is NOT a Key Point to Great Customer Service?
Talk, Don't Listen.
Know your stuff - Products, Services, Policies.
Be Available.
Treat the customer as you would want to be treated.
When Dealing with a Customer, You Should Not:
Get caught up in an argument.
Use the word "NO"
Give out orders or place blame on the Customer.
All of the Above.
Effective customer service aim to
Retain old customers
Retain old customers and new customers
Retain new customers
Ignore both of them
What is the main purpose of record keeping at the work place?
Help to track and analyze customer data
To know the customers personal information
A+B
None
