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Customer Relation
Test Description: Customer Service unit as well as review items from other units.
Instructions: Answer all questions to get your test result.
1) This type of customer has to feel like they are in constant control of a situation.
A
Superior
B
Leave - Me Alone
C
Argumenative
D
Irritable
2) Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.
A
Domineering
B
Argumentative
C
Irritable
D
Superior
3) What should you do to determine whether a customer's complaint is justified?
A
investigate the problem
B
restate the problem
C
ask the supervisor
D
take immediate action.
4) I'd like to have that in writing before I give you my money, best describes the ________ customer.
A
suspicious
B
disagreebale
C
irritable
D
dishonest
5) A good way for salespersons to prevent customer complaints is by
A
pressuring customers to buy quality products
B
asking the customer a lot of personal questions
C
accurately determine the customer's need
D
show customers high-priced products
6) Making the customer feel important and in charge is a good way to handle which type of difficult customer?
A
domineering
B
complaining
C
slow and methodical
D
disagreeable
7) Which of the following is a factor that sports and entertainment marketers consider when targeting customers for a specific event
A
affiliations
B
personalities
C
demographics
D
expectstions
8) An important part of target marketing in the sports and entertainment industry involves appealing to potential customers who have
A
past experiences
B
athletic ability
C
disposable income
D
leisure time
9) What should a sports or entertainment event do in order to be successful?
A
maximize profits
B
satisfy customers wants and needs
C
generate favorable press
D
promote popular causes
10) When a sport marketer considers factors such as lifestyles and interest levels in a specific sport, s/he is segmenting a market on the basis of
A
Geographics
B
Psychographics
C
Demographics
D
Segmentations
11) Wintergreen Ski Area knows that the area will be most successful if it bases its pricing structure on
A
inelastic demands of prices associated with skiing
B
cost associated with renovations
C
what the market will bear
D
total cost of the experience
12) Which pricing strategy sets prices lower than those of the competition?
A
Penetration
B
Predatory
C
Smoothing
D
Skimming
13) To attract visitors at times of the year when the demand is typically low, an amusement park charges less money for admission. What pricing strategy does this situation exemplify?
A
Price Skimming
B
Ticket bundling
C
Scaling the house
D
Seasonal pricing
14) The additional cost of paying for parking and buying refreshments and programs is part of the overall ____________ of attending a concert.
A
price
B
value
C
goal
D
benefit
15) Which of the following is a tangible benefit of purchasing a surfboard:
A
It allows you to spend time with your friends at the beach.
B
It is the most popular brand on the market.
C
It has a wrist strap to keep it connected to you in the water.
D
It gives you the opportunity to join a surfing club.
16) Ticket prices for the World Series increase dramatically, but all the games still sell out. The price change had little to no impact on sales. This is an example of __________ demand.
A
inelastic
B
elastic
C
unitary
D
smoothing
17) When prices go up or down, the change can affect how much of the sport/event product customers purchase. This is a general of
A
smoothing
B
elasticity
C
total cost
D
market segmentation
18) Which of the following internal records might a business use to analyze information regarding customer satisfaction levels:
A
expense reports
B
debit receipts
C
credit receipts
D
comment cards
19) Which of the following might a sport/event organization search to obtain marketing information
A
newsletter
B
internet
C
foundations
D
media
20) Which of the following is a reason why businesses should regularly monitor their internal records that contain marketing information:
A
To review employment trends
B
To prioritize investment goals
C
To compile regulatory data
D
to analyze product performance
*select an answer for all questions
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