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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
Not subject to change
B
Enforced with reasonable firmness
C
Based on the salesperson's status
D
Open to interpretation
2) What is an internal factor that affects the selling policies of a business?
A
Customer requests
B
Actions of competitors
C
Financial resources
D
Government legislation
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 improve advertising
B
To control expenses
C
To expand entertainment
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
research efforts
B
materials shortage
C
Customer wants
D
social issues
5) What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
A
Follow the business's selling policies
B
Refer the customer to the manufacturer
C
Exchange the item
D
Consult the buyer
6) What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?
A
Discount Customer Act
B
Clayton Act
C
Robinson-Patman Act
D
Federal Trade Commission 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
Explain customer policy
C
Restate the complaint
D
Thank the customer
8) What should salespeople do when they must cope with customers who are being disagreeable?
A
Speed up the sale to minimize opportunity for disagreement
B
Ask them to come back when they are ready to buy
C
Use product knowledge to prove they are wrong
D
Listen patiently and try to stay calm
9) What is a cost associated with customer complaints?
A
loss of sales
B
Markups on inventory
C
higher commissions
D
additional advertising
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
slow/methodical
B
Disagreeable
C
dishonest
D
suspicious
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
Suspicious
B
Slow/Methodical
C
Dishonest
D
Disagreeable
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
Restate the complaint
D
Take immediate action
13) Are noncomplainers a more difficult problem for businesses than complainers?
A
No, because noncomplainers do not express ill feelings
B
No, because the salesperson can satisfy the noncomplainer within company guidelines
C
Yes, because the salesperson does not have an opportunity to handle the complaint.
D
Yes, because records of the complaints cannot be maintained
14) Which of the following would be the most likely cause of customer complaints?
A
Product quality
B
Price reductions
C
Institutional ads
D
Extended hours
*select an answer for all questions
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