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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
Follow the business's selling policies
B
Exchange the item
C
Consult the buyer
D
Refer the customer to the manufacturer
2) What is one of the benefits to a business of reinforcing service orientation through communication?
A
Encourages employees to be aggressive
B
Rewards customers for their support
C
Builds positive relationships with customers
D
Promotes the sale of new products
3) Are noncomplainers a more difficult problem for businesses than complainers?
A
No, because the salesperson can satisfy the noncomplainer within company guidelines
B
No, because noncomplainers do not express ill feelings
C
Yes, because records of the complaints cannot be maintained
D
Yes, because the salesperson does not have an opportunity to handle the complaint.
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
Explaining the company's business plan
C
Asking for referrals
D
Sending articles about local competitors
5) What is a factor that affects a business's selection of policies to guide its operations?
A
Communication skills of employees
B
Nature of the business
C
Space available to display policies
D
Personal preferences of management
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 requesting input through employee and customer surveys
B
By evaluating internal product development procedures
C
By conducting a feasibility analysis for company expansion
D
By providing customers with product testimonials
8) What should help businesspeople adapt their communication styles to appeal to clients from other cultures?
A
Being patient, flexible, and empathetic
B
Being confident, biased, and manipulative
C
Being sensitive, transparent, and demanding
D
Being respectful, indifferent, and honest
9) Which of the following is a reason that a business would make changes to its products?
A
To make room for other products
B
To keep up with changing consumer preferences
C
To predict the success of the changed product
D
To spread risk over a wider area
10) Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
A
Thank the customer
B
Restate the complaint
C
Take immediate action
D
Explain customer policy
*select an answer for all questions
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