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Marketing I Study Guide Review 2.06-2.07
Test Description: Review for exams
Instructions: Answer all questions to get your test result.
1) How does the use of grades and standards affect the buying and selling process?
A
It enables salespeople to suggest products without having to determine customer needs.
B
It enables businesses to set high prices.
C
It enables customers to buy without having to inspect each product.
D
It provides product information on unsafe products.
2) Which is an example of an implied warranty?
A
A customer buys a toaster and assumes it will toast bread.
B
A salesperson tells a customer, “This is the best quality you can buy.”
C
A television’s label promises a full refund if the set does not work.
D
A jacket’s hangtag states that the fabric is pure wool.
3) When products are graded by nongovernmental agencies, the grading is considered to be which category?
A
Voluntary
B
Periodic
C
Occasional
D
Mandatory
4) Why do many professional organizations develop standards for their members to follow?
A
To create influence
B
To promote group activities
C
To establish control
D
To promote product safety
5) A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of which type of warranty?
A
Implied
B
Express
C
Limited
D
Full
6) Any business that transports goods across state lines must comply with standards set by which group?
A
Individual businesses
B
Government agencies
C
Professional organizations
D
Trade associations
7) What is a purpose of warranties and guarantees?
A
To decrease feedback from customers
B
To protect the producer and the seller
C
To avoid a customer-oriented focus for the business.
D
To increase customer anxiety about purchases
8) Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
A
Full
B
Implied
C
Limited
D
Express
9) Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
A
Full
B
Implied
C
Express
D
Limited
10) Which is an example of an employee reinforcing a firm’s image through his or her job performance?
A
Susan advises her customer that the sofa is only available by special order.
B
A customer waits on the telephone for several minutes while Matt confirms shipping information.
C
Jack politely asks if his customer would like a beverage while she or he waits for car service.
D
Angela, a human resources manager, prepares the firm’s employee newsletter every month.
11) Which 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
Allowing employees to establish their own service standards.
C
Ensuring that employees wear clean uniforms during their shifts.
D
Requesting that employees sign their timecards at the end of a pay period
12) John communicates through all advertisements that his employees go through extensive training. What is John doing?
A
Developing a campaign platform
B
Stating industry policies
C
Establishing product position
D
Making a brand promise
13) What will probably happen to a business if it continuously fails to deliver on its brand promise?
A
Increase market share
B
Improve sales volume
C
Decrease liability
D
Lose credibility
14) One way of reinforcing the company’s image through employee performance is by making sure employees accomplish which action?
A
Have comfortable workstations
B
Have generous pay and benefit plans
C
Have thorough knowledge of the products
D
Have full access to customer databases
15) One way a company can reinforce its image is by performing which action?
A
Use as a trademark
B
Developing a financial plan
C
Training its employees
D
Conducting a competitive analysis
16) One way a company can reinforce its image is by performing which action?
A
Conducting a competitive analysis
B
Training its employees
C
Developing a financial plan
D
Identifying economic resources
17) When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
A
Making a brand promise
B
Establishing product position
C
Stating industry policies
D
Developing a campaign platform
18) A business’s brand promise is intended to accomplish which goal?
A
Sell to the target market
B
Use as a trademark
C
Provide the customer
D
Name its product
*select an answer for all questions
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