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MARKETING 2.0 Sales
Test Description: MARKETING 2.0 sales
Instructions: Answer all questions to get your test result.
1) What is a cost associated with customer complaints?
A
Higher commissions
B
Additional advertising
C
Markups on inventory
D
Loss of sales
2) Which of the following would be the most likely cause of customer complaints?
A
Extended hours
B
Product quality
C
rice reductions
D
Institutional ads
3) 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
Slow/Methodical
B
Dishonest
C
Suspicious
D
Disagreeable
4) What type of information concerning policies and procedures do employees often extract from an internal business report?
A
New personnel regulations
B
Customer profiles
C
Former local competitors
D
Industry research data
5) George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her?
A
Sending articles about local competitors.
B
Explaining the company's business plan
C
Asking for referrals
D
Calling to make sure the products are satisfactory
6) What is a guideline for employees to follow in handling customer inquiries?
A
Try to make a sale while you're answering each inquiry
B
Don't try to handle inquiries when you are busy with a sale
C
Spend as little time as possible answering customers' inquiries
D
Make sure you clearly understand customers' inquiries
7) 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
Suspicious
B
Disagreeable
C
Slow/Methodical
D
Dishonest
8) Why would a business use a broad product mix?
A
To assure that the product lines are related
B
To relate the products to the target market
C
To decrease legal liabilities
D
To promote one-stop shopping
9) What can salespeople do to maintain good relationships with existing customers?
A
Send customers expensive gifts
B
Ask for new referrals
C
Use customers in advertisements
D
Live up to their promises
10) What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error?
A
Blame the billing department
B
Make sure the mistake is corrected
C
Get as upset as the customer
D
Call the person's supervisor to complain about the customer's attitude
*select an answer for all questions
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