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Customer Relation
Test Description: Customer Service unit as well as review items from other units.
Instructions: Answer all questions to get your test result.
1) This type of customer has to feel like they are in constant control of a situation.
A
Argumenative
B
Leave - Me Alone
C
Superior
D
Irritable
2) Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.
A
Argumentative
B
Domineering
C
Irritable
D
Superior
3) What should you do to determine whether a customer's complaint is justified?
A
ask the supervisor
B
take immediate action.
C
restate the problem
D
investigate the problem
4) I'd like to have that in writing before I give you my money, best describes the ________ customer.
A
dishonest
B
suspicious
C
disagreebale
D
irritable
5) A good way for salespersons to prevent customer complaints is by
A
accurately determine the customer's need
B
show customers high-priced products
C
pressuring customers to buy quality products
D
asking the customer a lot of personal questions
6) Making the customer feel important and in charge is a good way to handle which type of difficult customer?
A
complaining
B
domineering
C
disagreeable
D
slow and methodical
7) Which of the following is a factor that sports and entertainment marketers consider when targeting customers for a specific event
A
personalities
B
demographics
C
affiliations
D
expectstions
8) An important part of target marketing in the sports and entertainment industry involves appealing to potential customers who have
A
athletic ability
B
leisure time
C
past experiences
D
disposable income
9) What should a sports or entertainment event do in order to be successful?
A
generate favorable press
B
maximize profits
C
satisfy customers wants and needs
D
promote popular causes
10) When a sport marketer considers factors such as lifestyles and interest levels in a specific sport, s/he is segmenting a market on the basis of
A
Demographics
B
Geographics
C
Segmentations
D
Psychographics
11) Wintergreen Ski Area knows that the area will be most successful if it bases its pricing structure on
A
what the market will bear
B
total cost of the experience
C
cost associated with renovations
D
inelastic demands of prices associated with skiing
12) Which pricing strategy sets prices lower than those of the competition?
A
Penetration
B
Predatory
C
Skimming
D
Smoothing
13) To attract visitors at times of the year when the demand is typically low, an amusement park charges less money for admission. What pricing strategy does this situation exemplify?
A
Scaling the house
B
Price Skimming
C
Seasonal pricing
D
Ticket bundling
14) The additional cost of paying for parking and buying refreshments and programs is part of the overall ____________ of attending a concert.
A
benefit
B
price
C
goal
D
value
15) Which of the following is a tangible benefit of purchasing a surfboard:
A
It gives you the opportunity to join a surfing club.
B
It is the most popular brand on the market.
C
It has a wrist strap to keep it connected to you in the water.
D
It allows you to spend time with your friends at the beach.
16) Ticket prices for the World Series increase dramatically, but all the games still sell out. The price change had little to no impact on sales. This is an example of __________ demand.
A
inelastic
B
smoothing
C
unitary
D
elastic
17) When prices go up or down, the change can affect how much of the sport/event product customers purchase. This is a general of
A
market segmentation
B
smoothing
C
total cost
D
elasticity
18) Which of the following internal records might a business use to analyze information regarding customer satisfaction levels:
A
debit receipts
B
expense reports
C
credit receipts
D
comment cards
19) Which of the following might a sport/event organization search to obtain marketing information
A
internet
B
newsletter
C
foundations
D
media
20) Which of the following is a reason why businesses should regularly monitor their internal records that contain marketing information:
A
To review employment trends
B
To compile regulatory data
C
To prioritize investment goals
D
to analyze product performance
*select an answer for all questions
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