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MARKETING 2.0 Sales Pt. 3
Test Description: MARKETING 2.0 sales pt. 3
Instructions: Answer all questions to get your test result.
1) What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?
A
Exchange the item
B
Follow the business's selling policies
C
Refer the customer to the manufacturer
D
Consult the buyer
2) What is one of the benefits to a business of reinforcing service orientation through communication?
A
Promotes the sale of new products
B
Encourages employees to be aggressive
C
Rewards customers for their support
D
Builds positive relationships with customers
3) Are noncomplainers a more difficult problem for businesses than complainers?
A
No, because noncomplainers do not express ill feelings
B
Yes, because the salesperson does not have an opportunity to handle the complaint.
C
No, because the salesperson can satisfy the noncomplainer within company guidelines
D
Yes, because records of the complaints cannot be maintained
4) What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?
A
Calling to make sure the products are satisfactory
B
Sending articles about local competitors
C
Asking for referrals
D
Explaining the company's business plan
5) What is a factor that affects a business's selection of policies to guide its operations?
A
Personal preferences of management
B
Space available to display policies
C
Nature of the business
D
Communication skills of employees
6) Which is a pre-sale opportunity for salespeople to provide customer service?
A
Providing ample product information
B
Shipping and delivery
C
Maintenance and repair
D
Technical assistance and support
7) How do service-oriented companies often improve their levels of service?
A
By evaluating internal product development procedures
B
By providing customers with product testimonials
C
By conducting a feasibility analysis for company expansion
D
By requesting input through employee and customer surveys
8) What should help businesspeople adapt their communication styles to appeal to clients from other cultures?
A
Being sensitive, transparent, and demanding
B
Being respectful, indifferent, and honest
C
Being confident, biased, and manipulative
D
Being patient, flexible, and empathetic
9) Which of the following is a reason that a business would make changes to its products?
A
To spread risk over a wider area
B
To keep up with changing consumer preferences
C
To predict the success of the changed product
D
To make room for other products
10) Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
A
Restate the complaint
B
Thank the customer
C
Take immediate action
D
Explain customer policy
*select an answer for all questions
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