Marketing I Study Guide Review 2.06-2.07 Question Preview (ID: 45112)
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How does the use of grades and standards affect the buying and selling process?
a) It enables customers to buy without having to inspect each product.
b) It provides product information on unsafe products.
c) It enables businesses to set high prices.
d) It enables salespeople to suggest products without having to determine customer needs.
Which is an example of an implied warranty?
a) A customer buys a toaster and assumes it will toast bread.
b) A jacket’s hangtag states that the fabric is pure wool.
c) A television’s label promises a full refund if the set does not work.
d) A salesperson tells a customer, “This is the best quality you can buy.”
When products are graded by nongovernmental agencies, the grading is considered to be which category?
a) Voluntary
b) Mandatory
c) Periodic
d) Occasional
Why do many professional organizations develop standards for their members to follow?
a) To promote group activities
b) To create influence
c) To establish control
d) To promote product safety
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) Express
b) Full
c) Limited
d) Implied
Any business that transports goods across state lines must comply with standards set by which group?
a) Individual businesses
b) Government agencies
c) Trade associations
d) Professional organizations
What is a purpose of warranties and guarantees?
a) To increase customer anxiety about purchases
b) To decrease feedback from customers
c) To protect the producer and the seller
d) To avoid a customer-oriented focus for the business.
Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
a) Express
b) Full
c) Limited
d) Implied
Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
a) Express
b) Full
c) Limited
d) Implied
Which is an example of an employee reinforcing a firm’s image through his or her job performance?
a) A customer waits on the telephone for several minutes while Matt confirms shipping information.
b) Susan advises her customer that the sofa is only available by special order.
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.
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) Requesting that employees sign their timecards at the end of a pay period
c) Ensuring that employees wear clean uniforms during their shifts.
d) Allowing employees to establish their own service standards.
John communicates through all advertisements that his employees go through extensive training. What is John doing?
a) Making a brand promise
b) Developing a campaign platform
c) Stating industry policies
d) Establishing product position
What will probably happen to a business if it continuously fails to deliver on its brand promise?
a) Lose credibility
b) Improve sales volume
c) Increase market share
d) Decrease liability
One way of reinforcing the company’s image through employee performance is by making sure employees accomplish which action?
a) Have thorough knowledge of the products
b) Have comfortable workstations
c) Have generous pay and benefit plans
d) Have full access to customer databases
One way a company can reinforce its image is by performing which action?
a) Developing a financial plan
b) Use as a trademark
c) Conducting a competitive analysis
d) Training its employees
One way a company can reinforce its image is by performing which action?
a) Developing a financial plan
b) Training its employees
c) Conducting a competitive analysis
d) Identifying economic resources
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) Developing a campaign platform
c) Stating industry policies
d) Establishing product position
A business’s brand promise is intended to accomplish which goal?
a) Name its product
b) Sell to the target market
c) Provide the customer
d) Use as a trademark
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