Guest Relations Unit 16

“Benchmark” means

• Benches for customers to sit

• Benches for salesmen to sit

• Products displayed on a bench

• Set standards

A call centre is

• A meeting place for DSAs

• A training centre for DSAs

• A meeting place for customers

• A back office set up where customer queries are answered

The sequence of a sales process is

• Lead generation, call, presentation & sale

• Sale, presentation, Lead generation & call

• Lead generation, Call, Sale & Presentation

• There is no sequence required

‘value –added services’ means

• Additional services

• Better value at a premium

• Better value at a discount

• All of the above

To ‘Close a Call’ means

• To end the conversation

• To clinch the sale

• To close the business

• To put the phone down

‘Customization’ means

• Tailor-made products for each customer

• Customers selling goods

• Tailor-made products for each staff

• A selling process

A ‘Call’ in marketing language means

• Calling on a salesperson

• Making a phone-call

• Telemarketing

• None of these

A marketing survey is required for

• Deciding pricing strategies

• Deciding marketing strategies Deciding product strategies

• Deciding product strategies

• All of these

The target group for Education loans is

• All colleges

• All parents

• Research scholars

• Meritorious students seeking higher education

Cross-selling means

• Selling with a cross face

• Cross country marketing

• Selling other products to existing customers

• Selling to friends