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Product Service Management
Test Description: P.S.M NC Standards: 2.06 and 2.07
Instructions: Answer all questions to get your test result.
1) Any business that transports goods across state lines must comply with standards set by
A
government agencies.
B
individual businesses.
C
professional organizations
D
trade associations.
2) When products are graded by nongovernmental agencies, the grading is
A
voluntary
B
occasional
C
mandatory
D
periodic
3) What is a purpose of warranties and guarantees?
A
To allow product returns.
B
To decrease feedback from customers
C
To protect the producer and the seller
D
To increase customer anxiety about purchases
4) A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ________________ warranty
A
full
B
implied
C
express
D
limited
5) How does the use of grades and standards affect the buying and selling process?
A
It enables customers to buy without having to inspect each product
B
It enables businesses to set high prices.
C
It enables salespeople to suggest products without having to determine customer
D
It provides product information on unsafe products.
6) Why do many professional organizations develop standards for their members to follow?
A
To create influence
B
To promote group activities
C
To promote product safety
D
To establish control
7) Which is an example of an implied warranty?
A
A customer buys a toaster and assumes it will toast bread.
B
A jacket's hang tag states that the fabric is pure wool.
C
A television's label promises a full refund if the set doesn't work.
D
A salesperson tells a customer, This is the best quality you can buy.
8) Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
A
Implied
B
Expressed
C
Limited
D
Full
9) One way of reinforcing the company's image through employee performance is by making sure employees have
A
full access to custom
B
thorough knowledge of the products.
C
generous pay and benefit plans.
D
comfortable work stations.
10) When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
A
Stating industry policies
B
Establishing product position
C
Developing a campaign platform
D
Making a brand promise
*select an answer for all questions
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