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MARKETING 2.0 Sales
Test Description: MARKETING 2.0 sales
Instructions: Answer all questions to get your test result.
1) What is a cost associated with customer complaints?
A
Markups on inventory
B
Loss of sales
C
Additional advertising
D
Higher commissions
2) Which of the following would be the most likely cause of customer complaints?
A
rice reductions
B
Product quality
C
Institutional ads
D
Extended hours
3) What kind of customer would make the following statement: "I must compare the different shades of color and fabrics available for a new comforter set."
A
Disagreeable
B
Dishonest
C
Suspicious
D
Slow/Methodical
4) What type of information concerning policies and procedures do employees often extract from an internal business report?
A
Former local competitors
B
Industry research data
C
New personnel regulations
D
Customer profiles
5) George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her?
A
Asking for referrals
B
Calling to make sure the products are satisfactory
C
Explaining the company's business plan
D
Sending articles about local competitors.
6) What is a guideline for employees to follow in handling customer inquiries?
A
Don't try to handle inquiries when you are busy with a sale
B
Try to make a sale while you're answering each inquiry
C
Make sure you clearly understand customers' inquiries
D
Spend as little time as possible answering customers' inquiries
7) What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."
A
Disagreeable
B
Dishonest
C
Slow/Methodical
D
Suspicious
8) Why would a business use a broad product mix?
A
To assure that the product lines are related
B
To promote one-stop shopping
C
To decrease legal liabilities
D
To relate the products to the target market
9) What can salespeople do to maintain good relationships with existing customers?
A
Send customers expensive gifts
B
Ask for new referrals
C
Live up to their promises
D
Use customers in advertisements
10) 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
Call the person's supervisor to complain about the customer's attitude
C
Blame the billing department
D
Get as upset as the customer
*select an answer for all questions
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