WorksheetsMM51-3.04-3.06 Marketing Study Guide
Total questions: 20
Worksheet time: 37mins
Name
Class
Date
1.
Jenna’s customer doesn’t have the money to pay upfront for his purchase, so he’d like to pay in installments. Jenna says she will arrange it for him. What aspect of customer service does this situation illustrate?
a)
Credit/Financing
b)
Shipping and delivery
c)
Warranty issues
d)
Maintenance and repair
2.
Juanita has spent a great deal of time practicing and perfecting her sales presentation. What aspect of selling does this illustrate?
a)
It should enhance future business opportunities.
b)
It is planned communication.
c)
It is personalized communication.
d)
It takes place to influence purchase decisions.
3.
How might selling an expensive item make the selling process different from selling an inexpensive item?
a)
It will be easier to find potential customers.
b)
It will be harder to discover customer needs.
c)
It may be more difficult to close the sale.
d)
Preparation for selling will be shorter.
4.
Which of the following is an example of personalized communication in sales?
a)
Sending a generic email to all customers.
b)
Posting a public advertisement online.
c)
Addressing a customer by name during a call.
d)
Using a standard script for all sales calls.
5.
Customers’ service expectations are
a)
dependent on the needs of others.
b)
one size fits all.
c)
based on past experiences.
d)
not affected by advertising.
6.
Arundhati is always completely upfront and honest with her customers about product information. Which characteristic of a successful salesperson does Arundhati display?
a)
Creativity
b)
Self-motivation
c)
Persistence and patience
d)
Ethics
7.
Miko is a successful salesperson who has gained many repeat customers for her business. What aspect of selling does this illustrate?
a)
It should enhance future business opportunities.
b)
It is planned communication.
c)
It is personalized communication.
d)
It takes place to influence purchase decisions.
8.
Which of the following is an example of a product’s being sold to an organization for resale:
a)
A retailer sells a small refrigerator to a coffee shop.
b)
A farmer sells produce to a restaurant.
c)
A potter sells pottery at a flea market.
d)
A wholesaler sells candy to a concession stand.
9.
Reggie’s customer is purchasing a new printer, so he mentions the need to pick up an ink cartridge at the same time. This is an example of
a)
efficient shipping and delivery.
b)
suggestion selling.
c)
providing ample product information.
d)
making only promises that can be kept.
10.
Determine whether the following statement is true or false: Both retail and industrial salespeople must discover their customers’ needs/wants.
a)
True, this is a step in the selling process that is common to both.
b)
False, retail salespeople already know their customers’ needs/wants.
c)
False, industrial salespeople already know their customers’ needs/wants.
d)
True, retail and industrial salespeople spend equal time discovering needs/wants.
11.
Which of the following is an example of a product’s being sold directly to the user for ultimate consumption:
a)
A person sells bouquets of roses on the side of the road.
b)
A perfume maker sells perfume to a boutique to sell to its customers.
c)
A grocer sells powdered sugar to a bakery for its doughnuts.
d)
A car dealership sells a van to a plumber for visiting customers’ homes.
12.
Which of the following words best describes the role of customer service in selling:
a)
Presentation
b)
Relationship
c)
Function
d)
Department
13.
Which of the following is an example of the type of customer service a salesperson should provide:
a)
Tracking order status
b)
Providing store security
c)
Bookkeeping
d)
Offering valet parking
14.
Why is product knowledge important for a salesperson?
a)
It guarantees a higher sales commission.
b)
It allows the salesperson to answer customer queries effectively.
c)
It ensures the salesperson can work independently.
d)
It helps in reducing the cost of the product.
15.
When is a salesperson’s job done?
a)
After the sales presentation
b)
After the deal has closed
c)
When the item can no longer be returned
d)
When the customer is satisfied
16.
A true statement about the steps of the selling process is that they
a)
have specific time limits.
b)
can be rearranged in any way.
c)
should be performed consecutively.
d)
do not follow a particular order.
17.
Michael is interacting with a customer over the phone. What aspect of selling does this illustrate?
a)
It should enhance future business opportunities.
b)
It is personalized communication.
c)
It is planned communication.
d)
It takes place to influence purchase decisions.
18.
The emphasis put on each phase of the selling process varies according to
a)
geography and economy.
b)
season and market conditions.
c)
state and local laws.
d)
product and customer.
19.
Retail and industrial salespeople use the steps of the selling process in
a)
reverse order.
b)
very different ways.
c)
basically the same way.
d)
ways to suit themselves.
20.
Selma’s customer is trying to decide between three different makes of automobiles. Selma gives her the owner’s manual for each, so she can browse through them and learn more. This is an example of
a)
overseeing installation.
b)
suggestion selling.
c)
providing ample product information.
d)
making only promises that can be kept.
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