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Marketing Unit 2 (2.07, 2.08, 2.09, 2.11)
Test Description: Marketing Unit 2 (2.07, 2.08, 2.09, 2.11)
Instructions: Answer all questions to get your test result.
1) Which of the following is a policy that the WNJ company might implement to reinforce its image as an efficient and responsive business?
A
Requiring employees to respond to customer inquiries within 24 hours
B
Requesting that employees sign their time cards at the end of a pay period
C
Ensuring that employees wear clean uniforms during their shifts
D
Allowing employees to establish their own service standards
2) A business's brand promise is what the business intends to
A
sell to the target market
B
use as a trademark
C
provide the customer
D
name its product
3) One way a company can reinforce its image is by
A
identifying economic resources
B
developing a financial plan
C
training its employees
D
conducting a competitive analysis
4) John communicates through all advertisements that his employees go through extensive training. What is John doing?
A
Stating industry policies
B
Making a brand promise
C
Developing a campaign platform
D
Establishing product position
5) What is an example of an employee reinforcing a firm's image through his/her job performance/
A
Susan advises her customer that the sofa is only available by special order
B
Jack politely asks if his customer would like a beverage while s/he waits for car service.
C
A customer waits on the telephone for several minutes while Matt confirms shipping information.
D
Angela, a human resources manager, prepares the firm's employee newsletter every month
6) What will probably happen to a business if it continuously fails to deliver on its brand promise?
A
Improve sales volume
B
Increase market share
C
Decrease liability
D
Lose credibility
7) One way of reinforcing the company's image through employee performance is by making sure employees have
A
comfortable work stations
B
full access to customer databases
C
generous pay and benefit plans
D
thorough knowledge of the products
8) 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
Explain that s/he is new and doesn't know
C
Tell the customer to contact the manufacturer
D
Try to serve the customer as best s/he can
9) josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?
A
What is it?
B
What's in it for me?
C
What is the warranty?
D
What is the price?
10) A customer askes a specific product question that a new salesperson cannot answer. What should the new salesperson do?
A
Ask an available, experienced employee
B
Try to serve the customer as best s/he can
C
Explain that s/he is new and doesn't know
D
Tell the customer to contact the manufacturer
11) 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
12) 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 inventory method to use
C
How the product became popular
D
What credit terms are available
13) What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?
A
monitor has a nonglare screen
B
Print capability is optional
C
pre-installed software saves money
D
Models are available in many colors
14) The phase of the selling process that includes writing up the order is
A
prescribing solutions
B
reaching closure
C
establishing relationships
D
discovering needs
15) What should a salesperson remember to do during the closing phase of the selling process?
A
Show the customer a product
B
put the customer at ease
C
Ask the customer questions
D
Ask the customer to buy
16) Determine whether the following statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer
A
True, all salespeople make every contact permanent
B
True, this is an important step for all salespeople.
C
False, industrial salespeople do not need this step
D
False, retail salespeople do not need this step
17) Which of the following is part of establishing relationships with customers?
A
Using suggestion selling
B
Sizing up the customer
C
Probing
D
Reaching closure
18) A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
A
$527.50
B
$552.63
C
$527.33
D
$553.88
19) A 589 shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
A
$66.08
B
$69.09
C
$68.09
D
$67.08
20) A chair was purchased for $279.00, and the tax rate is 6%. What is the amount of tax?
A
$16.74
B
$15.86
C
$14.74
D
$15.34
*select an answer for all questions
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