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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
Personal preferences of management
B
Nature of the business
C
Space available to display policies
D
Communication skills of employees
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
Persuade the clients to buy
B
Earn the clients' trust
C
Offend the clients
D
Impress the clients
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
Call the person's supervisor to complain about the customer's attitude
B
Get as upset as the customer
C
Make sure the mistake is corrected
D
Blame the billing department
4) What should help business people adapt their communication styles to appeal to clients from other cultures?
A
Being sensitive, transparent, and demanding
B
Being respectful, indifferent, and honest
C
Being patient, flexible, and empathetic
D
Being confident, biased, and manipulative
5) What is one of the purposes of having business policies?
A
To ensure that the business makes a profit
B
To allow employees to make decisions regarding customers
C
To encourage customers to make frequent exchanges
D
To make sure the business's actions are consistent
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
Impress the clients
B
Earn the clients' trust
C
Offend the clients
D
Persuade the clients to buy
8) What is one of the benefits to a business of reinforcing service orientation through communication?
A
Builds positive relationships with customers
B
Promotes the sale of new products
C
Encourages employees to be aggressive
D
Rewards customers for their support
9) How do service-oriented companies often improve their levels of service?
A
By conducting a feasibility analysis for company expansion
B
By evaluating internal product development procedures
C
By requesting input through employee and customer surveys
D
By providing customers with product testimonials
10) What should employees do to maintain a customer-service mindset?
A
Listen to the words of soothing songs
B
Decide how to spend their break time
C
Devote their full attention to customers
D
Maximize conversations with coworkers
*select an answer for all questions
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