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MARKETING 2.09 - 2.12 Part B
Test Description: MARKETING 2.09 - 2.12
Instructions: Answer all questions to get your test result.
1) What is good advice for a salesperson to follow when questioning customers?
A
Ask each customer the same questions
B
Ask impersonal questions
C
Make sure customers answer questions
D
The more questions asked, the better
2) A customer has been looking at different brands of the same product for several minutes. Which is the most appropriate sales approach to use under these circumstances?
A
“May I help you?”
B
“What can I do for you today?”
C
“Good morning. How are you?”
D
“Brand X is on sale today.”
3) Which change in approach for determining a customer’s needs or wants avoids asking too many questions?
A
Wait for the customer to ask questions
B
Use questioning statements
C
Ask questions more slowly
D
Speed up the pace of your questions.
4) A customer purchased dining room furniture that retails for $750 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase?
A
$552.63
B
$527.63
C
$527.50
D
$558.50
5) A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?
A
$66.08
B
$67.08
C
$66.09
D
$68.09
6) A chair was purchased for $279, and the tax rate is 6%. What is the amount of tax?
A
$15.34
B
$13.74
C
$16.74
D
$14.34
7) What is often one of the first steps in processing an incoming telephone order?
A
Explaining pricing policy
B
Checking for availability
C
Describing each item
D
Obtaining customer's name
8) A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do?
A
Tell the customer to try another business or competitor
B
Offer the customer free ink cartridges if a computer is purchased
C
Take the customer’s telephone number, and call if the business decides to stock the printer
D
Offer to call the printer’s manufacturer to check availability and delivery dates
9) What is usually an important step in processing a customer’s telephone order?
A
Asking personal questions
B
Checking product availability
C
Calculating gross profit
D
Ending the call quickly
10) When a customer's special order arrives, another customer who is on hand at the time asks to buy the item. What should the salesperson do?
A
Hold the item for the original customer and offer to place an order for the new customer
B
Sell the item to the new customer and refund the original customer's money
C
Sell the item to the new customer and reorder for the original customer
D
Hold the item for the original customer and get the new customer's name and address
11) If Shari wants to make sure that she knows which customers' orders she is taking on the telephone, what is the first step in processing the orders that would help?
A
Obtaining customer's name
B
Explaining pricing policy
C
Describing each item
D
Checking for availability
*select an answer for all questions
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