Worksheetsmarketing 10-8-25
Total questions: 55
Worksheet time: 22mins
Another way to say "customer care" is...
customer attention
customer service
customer DIY
customer help
Which word best completes the sentence on the benefits of good customer care?
A company will find that delivering consistently high customer care increases their ...
Complaints
Reputation
Staff turnover
Rival's profits
What is a customer service policy?
A written statement of the organisation's policy and their plans on dealing with employees.
A written statement of the organisation's policy and their plans for dealing with customers.
A written statement of the organisation's policy and their plans for dealing with new products.
A written statement of the organisation's policy and their plans for dealing with finance.
Which should you not do when closing a sale
rush the customer to pay as quickly as possible
Offer incentives to buy
Stay polite
Say thank you
When presenting the products which on should you not do?
Use technical jargon
present a choice
sell up
Communicate effectively
Consumer has the right to pick among various products, includes the sizes, colors, shape, etc.
Right to Safety
Right to Basic Needs
Right to Information
Right to Choose
Protects the consumers against dishonest or misleading advertising or labeling, right in information and facts.
Right to Safety
Right to Basic Needs
Right to Information
Right to Choose
Right to acquire knowledge and skills necessary to be an informed consumer.
Right to Consumer Education
Right to Redress
Right to Representation
Right to Information
To be compensated for misinterpretation, shoddy goods, or unsatisfactory services.
Right to Consumer Education
Right to Redress
Right to Representation
Right to Information
Consumer has the right to express his/her interest in the making and execution of government policies.
Right to Consumer Education
Right to Redress
Right to Representation
Right to Information
provides a mechanism for the speedy resolution of consumer complaints.
DTI
WHO
DA
DOH
It focuses on the welfare, protection, and rights of Filipino Consumers.
Republic Act No. 7384
Republic Act No. 7394
Republic Act No. 7374
Republic Act No. 7364
Who should be involved in the selling process?
Only the management
Only the sales team
All the staff
Only the customers
What type of knowledge should staff have?
Knowledge of the product and services
Knowledge of management only
Knowledge of their own department only
Knowledge of customer complaints
What are soft skills?
Skills related to physical tasks
Skills related to personal interactions
Skills related to management
Skills related to product knowledge
What can help staff increase in-house sales?
Less training
Knowledge of products
Ignoring customer care
Working alone
What is an example of practical skills?
Reading books
Completing tasks satisfactorily
Watching videos
Listening to music
What type of training helps new staff?
Induction training
Advanced training
Sales training
Management training
What is team training used for?
Individual work
Only for management
Ignoring others
Brainstorming for ideas
What is one way to motivate staff?
Taking away their breaks
Ignoring their efforts
Reducing their pay
Giving them awards
What can be a type of incentive?
No feedback
Less training
Company shares
More work hours
What is the goal of customer care skills?
To ignore complaints
To sell more products
To avoid customers
To deal positively with situations
What is one aspect of motivation?
Ignoring staff needs
Knowledge of the product
Working alone
Less communication
What is the purpose of training?
To confuse staff
To reduce sales
To improve skills
To ignore customers
What is a benefit of personal skills?
Ignoring feedback
Less teamwork
Increased confidence
More confusion
What is the importance of in-house selling?
To focus only on management
To ignore customer needs
To improve sales and service
To reduce staff involvement
What is merchandising?
Creating new products
Promotion of goods and services
Selling only online
Making products cheaper
What is one aim of merchandising?
To fill cold areas
To make products disappear
To increase prices
To reduce sales
What does product merchandising include?
Only advertising
Only shelf displays
Promotional activities in stores and online
Only online sales
What is visual merchandising?
Selling products only online
Making products invisible
Only using advertisements
Using colors and designs to sell products
What does digital merchandising refer to?
Selling products in stores
Creating new products
Promotional activities online
Only using social media
What is omnichannel merchandising?
Ignoring customer feedback
Only using physical stores
Creating a unified customer experience
Selling in one place only
What is an important factor in making a first impression in merchandising?
Hiding products
Making products expensive
Ignoring customers
Using bright colors
How can lighting affect merchandising?
It can make products look better
It can make products disappear
It can confuse customers
It has no effect
What is one way to influence physical traffic in a store?
Making the store dark
Putting saleable products in the back
Hiding products
Placing milk at the front
What is a common merchandising metric?
Product colors
Sales-per-square-foot
Number of employees
Store size
What should a promotional display be?
Hidden from view
Messy and confusing
Professional and attractive
Only for expensive items
Why should displays be changed regularly?
To keep customer interest
To make them cheaper
To make them harder to see
To confuse customers
What is retail merchandising?
Selling products only online
Only using advertisements
Promotional activities in physical stores
Ignoring customer needs
What does the term 'building the basket' refer to?
Only selling one item
Encouraging customers to buy more
Ignoring customer choices
Making products disappear
What is in-house selling?
Selling to customers outside the premises
Promoting and selling to guests already on the premises
Selling only food and drinks
Selling only to new customers
Which of the following is a method of in-house selling?
Billboards
Television commercials
Online advertising
In-house advertising
Which activity helps increase customer spending?
Ignoring customer needs
Basic product promotion
Reducing product variety
Limiting customer choices
What is a direct sales activity?
Promoting events only
Encouraging additional sales of products
Selling only to new customers
Offering discounts to everyone
What is an example of in-house advertising?
Social media posts
Menus
Newspaper articles
Radio ads
What should staff do to promote sales?
Only sell to friends
Stay silent
Avoid customer interaction
Perform personal sales activities
What is a special package in hotels?
A regular room
A bundle of services like a romance package
A discount for staff only
A free meal for everyone
What is an indirect promotional activity?
Staff conversations with guests
Directly selling products
Posting on social media
Sending emails to customers
What is one factor that affects in-house selling methods?
The location of the city
The budget
The weather
The number of guests
What is the first step in effective planning?
Identification of problems, aims, and objectives
Implementation
Evaluation
Design and printing
What can hotels sell as souvenirs?
Free services
Only food items
Branded merchandise
Nothing at all
What is a benefit of loyalty programs?
They are only for new customers
They limit guest choices
They offer exclusive discounts
They cost guests money
This Type of Suggestive Selling is a sales technique used to get a customer to spend more by purchasing a product that’s related to what’s being bought already
up selling
cross selling
