MARKETING 2.09 - 2.12 Part B Question Preview (ID: 44190)
MARKETING 2.09 - 2.12.
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What is good advice for a salesperson to follow when questioning customers?
a) Ask each customer the same questions
b) Ask impersonal questions
c) The more questions asked, the better
d) Make sure customers answer questions
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) “Good morning. How are you?”
c) “Brand X is on sale today.”
d) “What can I do for you today?”
Which change in approach for determining a customer’s needs or wants avoids asking too many questions?
a) Use questioning statements
b) Wait for the customer to ask questions
c) Ask questions more slowly
d) Speed up the pace of your questions.
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) $527.50
b) $527.63
c) $558.50
d) $552.63
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) $68.09
c) $67.08
d) $66.09
A chair was purchased for $279, and the tax rate is 6%. What is the amount of tax?
a) $15.34
b) $16.74
c) $13.74
d) $14.34
What is often one of the first steps in processing an incoming telephone order?
a) Checking for availability
b) Explaining pricing policy
c) Describing each item
d) Obtaining customer's name
A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do?
a) Take the customer’s telephone number, and call if the business decides to stock the printer
b) Offer to call the printer’s manufacturer to check availability and delivery dates
c) Offer the customer free ink cartridges if a computer is purchased
d) Tell the customer to try another business or competitor
What is usually an important step in processing a customer’s telephone order?
a) Checking product availability
b) Asking personal questions
c) Calculating gross profit
d) Ending the call quickly
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) Hold the item for the original customer and get the new customer's name and address
d) Sell the item to the new customer and reorder for the original customer
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) Checking for availability
b) Obtaining customer's name
c) Explaining pricing policy
d) Describing each item
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