Are noncomplainers a more difficult problem for businesses than complainers?

Yes, because the salesperson does not have an opportunity to handle the complaint.

Yes, because records of the complaints cannot be maintained.

No, because noncomplainers do not express ill feelings.

No, because the salesperson can satisfy the noncomplainer within company guidelines.

What is an example of an employee reinforcing a firm's image through his/her job performance?

Jack politely asks if his customer would like a beverage while s/he waits for car service.

A customer waits on the telephone for several minutes while Matt confirms shipping information.

Susan advises her customer that the sofa is only available by special order.

Angela, a human resources manager, prepares the firm's employee newsletter every month.

Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?

Requiring employees to respond to customer inquiries within 24 hours

Requesting that employees sign their timecards at the end of a pay period

Ensuring that employees wear clean uniforms during their shifts

Allowing employees to establish their own service standards

What does applying the customer-orientation element of the marketing concept enable the business to do?

Offer products that consumers want to buy

Provide more products than consumers need

Persuade customers to buy its products

Coordinate its marketing activities

By increasing awareness of the need for environmental controls, what has marketing done?

Regulated the standard of living

According to the marketing concept, which of the following options shows company commitment:

Teaching marketing to college marketing students

Leaving marketing to the marketing department

Setting aside funds to research what customers want

Pricing a product to maximize profitability per item

What does the selling function involve that makes it so important?

Obtaining feedback from vendors

What is the overall reason that marketing strategies are designed and implemented?

To improve management techniques

To change the image of the business

To increase business profits immediately

Sue is a 12th-grade student who loves the new Ferrari convertible which retails for approximately $300,000. She works part-time at the local movie theater and has approximately $150 in her savings and checking accounts. Is Sue a part of the market for the Ferrari?

No, she is not financially able to purchase the Ferrari.

No, she is not financially willing to purchase the Ferrari.

Yes, she has an unfulfilled desire for the Ferrari.

Yes, she has an unfulfilled desire and is financially able and willing to satisfy that desire.

What does a salesperson need to do to be successful in selling?

Learn the features unique to the brands s/he sells

Always attempt to sell related merchandise

Ask management to limit the number of brands

Describe the disadvantages of competing brands

Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson?

Joe, because he will get more repeat business

Joe, because he is a nice person

Carol, because Joe is too timid to close a sale

Carol, because she will make more sales

What can salespeople do to maintain good relationships with existing customers?

Use customers in advertisements

What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?

Calling to make sure the products are satisfactory

Explaining the company's business plan

Sending articles about local competitors

Which is a pre-sale opportunity for salespeople to provide customer service?

Providing ample product information

Technical assistance and support

What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?

Follow the business's selling policies

Refer the customer to the manufacturer

What type of product information might a salesperson be able to obtain from a manufacturer's representative?

What credit terms are available

A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?

Ask an available, experienced employee

Tell the customer to contact the manufacturer

Explain that s/he is new and doesn't know

Try to serve the customer as best s/he can

After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?

Suggesting a specific computer to the customer

Trying to reach closure with the customer

Trying to make the customer feel more relaxed

Giving the customer a price list

Why should salespeople create favorable impressions during the initial contact with customers?

First impressions are difficult to change.

Customers want to ask for assistance.

First impressions seldom last very long.

Customer rapport is unimportant.

What should the salesperson do when s/he is helping a customer and another customer enters the selling area?

Acknowledge the second customer as soon as possible

Apologize to the first customer for helping the second customer

Leave the first customer to help the second customer

Ignore the second customer until finished with the first customer

If you feel you are asking too many questions but have not determined the customer's need or want, what can you do to vary your approach?

Wait for the customer to ask question

Speed up the pace of your questions.

The speed at which a salesperson asks customers questions depends on the

pace of the customer's responses to questions.

type of product that is being sold.

number of other customers waiting.

amount of time left before the business closes.

What is good advice for a salesperson to follow when questioning customers?

Ask each customer the same questions

The more questions you ask, the better

Make sure customers answer your questions

Analyze the following situation to determine how the sale was lost: Ms. Garcia asked a sales representative for a handheld scanner she'd seen at a trade show. The sales representative said, "You don't want that scanner. It's too slow and inaccurate. For a few more dollars, you can have this quality scanner instead." Ms. Garcia didn't buy. What had the sales representative done?

Criticized the original request

Pointed out features of the scanner

Referred to the new item as a substitute

1st Semester EOPA 51-100

Authored by Courtney Greenway

Business

12th Grade

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49 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?

Tell the customers exactly when they will be called

Ask the customers when it would be convenient to call them

Explain how much effort will be required to get the requested information

Ask the customers to call back if they don't receive a call within 24 hours

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do?

Offend the clients

Earn the clients' trust

Impress the clients

Persuade the clients to buy

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should help businesspeople adapt their communication styles to appeal to clients from other cultures?

Being respectful, indifferent, and honest

Being confident, biased, and manipulative

Being sensitive, transparent, and demanding

Being patient, flexible, and empathetic

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a factor that affects a business's selection of policies to guide its operations?

Communication skills of employees

Personal preferences of management

Nature of the business

Space available to display policies

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is one of the purposes of having business policies?

To encourage customers to make frequent exchanges

To make sure the business's actions are consistent

To ensure that the business makes a profit

To allow employees to make decisions regarding customers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should salespeople do when they must cope with customers who are being disagreeable?

Speed up the sale to minimize opportunity for disagreement

Use product knowledge to prove they are wrong

Listen patiently and try to stay calm

Ask them to come back when they are ready to buy

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."

Disagreeable

Suspicious

Slow/Methodical

Dishonest

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1st Semester EOPA 51-100

What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?

What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do?

What should help businesspeople adapt their communication styles to appeal to clients from other cultures?

What is a factor that affects a business's selection of policies to guide its operations?

What is one of the purposes of having business policies?

What should salespeople do when they must cope with customers who are being disagreeable?

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."

What is a cost associated with customer complaints?

Which of the following would be the most likely cause of customer complaints:

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

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