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NEW Marketing 2.03
Test Description: 2.03
Instructions: Answer all questions to get your test result.
1) Which of the following is an appropriate characteristic for a firm's selling policies
A
Based on the salesperson's status
B
Enforced with reasonable firmness
C
Not subject to change
D
Open to interpretation
2) What is an internal factor that affects the selling policies of a business?
A
Customer requests
B
Government legislation
C
Financial resources
D
Actions of competitors
3) Why would a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner?
A
To expand entertainment
B
To control expenses
C
To improve advertising
D
To increase salaries
4) Which of the following is an internal factor that might have an effect on a business's selling policies
A
social issues
B
materials shortage
C
research efforts
D
Customer wants
5) What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
A
Exchange the item
B
Follow the business's selling policies
C
Consult the buyer
D
Refer the customer to the manufacturer
6) What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
A
Discount Customer Act
B
Federal Trade Commission Act
C
Robinson-Patman Act
D
Clayton Act
7) Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
A
Take immediate action
B
Restate the complaint
C
Thank the customer
D
Explain customer policy
8) What should salespeople do when they must cope with customers who are being disagreeable?
A
Ask them to come back when they are ready to buy
B
Listen patiently and try to stay calm
C
Use product knowledge to prove they are wrong
D
Speed up the sale to minimize opportunity for disagreement
9) What is a cost associated with customer complaints?
A
loss of sales
B
higher commissions
C
additional advertising
D
Markups on inventory
10) 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
suspicious
C
slow/methodical
D
dishonest
11) 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
Dishonest
B
Disagreeable
C
Suspicious
D
Slow/Methodical
12) What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
A
Thank the customer
B
Explain company policy
C
Take immediate action
D
Restate the complaint
13) Are noncomplainers a more difficult problem for businesses than complainers?
A
Yes, because the salesperson does not have an opportunity to handle the complaint.
B
No, because the salesperson can satisfy the noncomplainer within company guidelines
C
Yes, because records of the complaints cannot be maintained
D
No, because noncomplainers do not express ill feelings
14) Which of the following would be the most likely cause of customer complaints?
A
Price reductions
B
Product quality
C
Extended hours
D
Institutional ads
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