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WorksheetsServices Communications
Total questions: 13
Worksheet time: 5mins
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
True
False
Customers are more easily satisfied if their expectations are effectively managed.
True
False
Most upset customers will calm down if you offer a sincere apology.
True
False
If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
True
False
When a customer calls for technical support, its realistic to require them to explain the problem in technical language.
True
False
Which of these best describes communication?
A person sending a message
A person receiving a message
Passing a message between two people
Which of the following is NOT a communication medium?
Feedback
Memo
‘Promotion’ and ‘Marketing Communications’ are interchangeable terms.
True
False
Advertising is generally a better promotional tool than sales promotion when it comes to closing a sale.
True
False
Advertising, public relations and sales promotion are three of the four traditional techniques of the promotional mix. What is the fourth?
price
direct mail
WOM
questionnaires
personal selling
Football Mania have booked an expensive ad slot during the FA Cup final. Unfortunately, there are technical problems and the ad is not shown. According to Schramm’s communications model, what is this an example of?
noise
distress
perception
breakdown
coding
A c (a) is a series of coordinated marketing activities designed to achieve specific objectives (e.g. to reposition a product or to educate people about its correct use).
Sales promotions are s (a) -term, special offers and other added-value activities intended to induce buyers to buy, or try, a product.
