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Marketing 2.02
Test Description: Mkt 2.02
Instructions: Answer all questions to get your test result.
1) What is a factor that affects a business's selection of policies to guide its operations?
A
Communication skills of employees
B
Space available to display policies
C
Nature of the business
D
Personal preferences of management
2) Jami researched her international customers' buying behavior. Jami wanted to be sure she did NOT make the common mistake to do which of the following actions?
A
Offend the clients
B
Persuade the clients to buy
C
Impress the clients
D
Earn the clients' trust
3) What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error?
A
Make sure the mistake is corrected
B
Blame the billing department
C
Get as upset as the customer
D
Call the person's supervisor to complain about the customer's attitude
4) What should help business people adapt their communication styles to appeal to clients from other cultures?
A
Being patient, flexible, and empathetic
B
Being sensitive, transparent, and demanding
C
Being respectful, indifferent, and honest
D
Being confident, biased, and manipulative
5) What is one of the purposes of having business policies?
A
To make sure the business's actions are consistent
B
To ensure that the business makes a profit
C
To encourage customers to make frequent exchanges
D
To allow employees to make decisions regarding customers
6) A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do?
A
Make sure you clearly understand customers' inquiries
B
Spend as little time as possible answering customers' inquiries
C
Try to make a sale while you're answering each inquiry
D
Don't try to handle inquiries when you are busy with a sale
7) What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
A
Earn the clients' trust
B
Persuade the clients to buy
C
Offend the clients
D
Impress the clients
8) What is one of the benefits to a business of reinforcing service orientation through communication?
A
Builds positive relationships with customers
B
Encourages employees to be aggressive
C
Rewards customers for their support
D
Promotes the sale of new products
9) How do service-oriented companies often improve their levels of service?
A
By conducting a feasibility analysis for company expansion
B
By providing customers with product testimonials
C
By evaluating internal product development procedures
D
By requesting input through employee and customer surveys
10) What should employees do to maintain a customer-service mindset?
A
Decide how to spend their break time
B
Devote their full attention to customers
C
Listen to the words of soothing songs
D
Maximize conversations with coworkers
*select an answer for all questions
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