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NEW Marketing 2.07 - 2.08
Test Description: 2.07 - 2.08
Instructions: Answer all questions to get your test result.
1) What will probably happen to a business if it continuously fails to deliver on its brand promise?
A
Decrease liability
B
Improve sales volume
C
Lose credibility
D
Increase market share
2) What is an example of an employee reinforcing a firm's image through his/her job performance?
A
Angela, a human resources manager, prepares the firm's employee newsletter every month
B
A customer waits on the telephone for several minutes while Matt confirms shipping information
C
Jack politely asks if his customer would like a beverage while s/he waits for car service
D
Susan advises her customer that the sofa is only available by special order.
3) John communicates through all advertisements that his employees go through extensive training. What is John doing?
A
Developing a campaign platform
B
Stating industry policies
C
Establishing product position
D
Making a brand promise
4) When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
A
Establishing product position
B
Developing a campaign platform
C
Stating industry policies
D
Making a brand promise
5) One way a company can reinforce its image is by
A
conducting a competitive analysis.
B
identifying economic resources
C
training its employees.
D
developing a financial plan.
6) A business's brand promise is what the business intends to
A
provide the customer.
B
use as a trademark
C
name its product.
D
sell to the target market.
7) One way of reinforcing the company's image through employee performance is by making sure employees have
A
comfortable work stations.
B
generous pay and benefit plans
C
thorough knowledge of the products.
D
full access to customer databases
8) Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
A
Requesting that employees sign their timecards at the end of a pay period
B
Allowing employees to establish their own service standards
C
Ensuring that employees wear clean uniforms during their shifts
D
Requiring employees to respond to customer inquiries within 24 hours
9) A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?
A
Tell the customer to contact the manufacturer
B
Try to serve the customer as best s/he can
C
Ask an available, experienced employee
D
Explain that s/he is new and doesn't know
10) How does a feature-benefit chart help a salesperson?
A
Determines which features and benefits appeal to each customer
B
Evaluates customer reaction to the presentation
C
Provides a quick reference to the salesperson about the product
D
Explains the business's compensation rate to the salesperson
11) A customer interested in buying an expensive product asks a question you can't answer. The customer leaves without buying but promises to come back later. The only other person on hand who has the information you need is a coworker who is helping a c
A
Wait until the manager returns, and ask him/her for the information.
B
Write a memo to the manager requesting the information you need.
C
Ask your coworker for the information as soon as his/her customer leaves
D
Interrupt your coworker to get the information before your customer returns.
12) What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A
Pre-installed software saves money
B
Models are available in many colors.
C
Monitor has a nonglare screen.
D
Print capability is optional.
13) Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
A
What's in it for me?
B
What is the warranty?
C
What is the price?
D
What is it?
14) What type of product information might a salesperson be able to obtain from a manufacturer's representative?
A
How the product is made
B
What credit terms are available
C
What inventory method to use
D
How the product became popular
15) When salespeople explain the benefits of a technical product, what questions are they answering for customers?
A
What is it?
B
What is the price?
C
What is the warranty?
D
What's in it for me?
16) Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?
A
Ask an available, experienced employee
B
Tell the customer to contact the manufacturer
C
Try to serve the customer as best she can
D
Explain that s/he is new and doesn't know
*select an answer for all questions
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