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2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades.

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Presentation on theme: "2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades."— Presentation transcript:

1 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

2 MKTG – – 2.11

3 practice questions 1.00 Notes and Practice Questions

4 2.01 Customer Loyalty

5 One way that a business builds a clientele is by establishing desirable business a. slogans. c. budgets. b. policies. d. objectives.

6 One way that a business builds a clientele is by establishing desirable business a. slogans. c. budgets. b. policies. d. objectives.

7 Which of the following is a personality trait that would help a salesperson to build a clientele: a. Sincerity c. Superiority b. Artfulness d. Self-centeredness

8 Which of the following is a personality trait that would help a salesperson to build a clientele: a. Sincerity c. Superiority b. Artfulness d. Self-centeredness

9 The body of customers upon which a business can rely for significant repeat business is called its a. suppliers. c. clientele. b. employees. d. competitors.

10 The body of customers upon which a business can rely for significant repeat business is called its a. suppliers. c. clientele. b. employees. d. competitors.

11 Which of the following is a benefit to the business of building a clientele: a. Personal satisfaction c. Increased knowledge b. Increased selling costs d. Increased sales volume

12 Which of the following is a benefit to the business of building a clientele: a. Personal satisfaction c. Increased knowledge b. Increased selling costs d. Increased sales volume

13 Which of the following will probably happen if a business fails to build a clientele: a. Salespeople will wisely invest their time in working with customers who plan to switch to competitors. b. Positive word-of-mouth advertising will increase. c. The businesss success will be ensured. d. Customer turnover will be high, leading to increased costs of replacing customers.

14 Which of the following will probably happen if a business fails to build a clientele: a. Salespeople will wisely invest their time in working with customers who plan to switch to competitors. b. Positive word-of-mouth advertising will increase. c. The businesss success will be ensured. d. Customer turnover will be high, leading to increased costs of replacing customers.

15 One simple way for salespeople to express appreciation to customers is by a. sending thank-you notes to customers. c. asking customers for referrals. b. buying expensive gifts for customers. d. letting customers handle problems.

16 One simple way for salespeople to express appreciation to customers is by a. sending thank-you notes to customers. c. asking customers for referrals. b. buying expensive gifts for customers. d. letting customers handle problems.

17 The primary reason that customers do not become repeat customers is a. lack of assortment/selection. c. poor location. b. high prices. d. lack of courtesy from salespeople.

18 The primary reason that customers do not become repeat customers is a. lack of assortment/selection. c. poor location. b. high prices. d. lack of courtesy from salespeople.

19 Locating potential clients is referred to as a. a service attitude. c. prospecting. b. follow-up. d. a sales presentation.

20 Locating potential clients is referred to as a. a service attitude. c. prospecting. b. follow-up. d. a sales presentation.

21 A sales presentation should be based on a. the fact that the client needs the product. c. the ability to locate new clients. b. appropriate use of follow-up techniques. d. clearly written users manuals.

22 A sales presentation should be based on a. the fact that the client needs the product. c. the ability to locate new clients. b. appropriate use of follow-up techniques. d. clearly written users manuals.

23 A selling activity that helps salespeople to build a clientele is a. comparison shopping. c. commission. b. substitute selling. d. follow-up.

24 A selling activity that helps salespeople to build a clientele is a. comparison shopping. c. commission. b. substitute selling. d. follow-up.

25 Which group of employees is most instrumental in building customer goodwill: a. Managers c. Stockkeepers b. Directors d. Salespersons

26 Which group of employees is most instrumental in building customer goodwill: a. Managers c. Stockkeepers b. Directors d. Salespersons

27 A business that has built a loyal clientele is at an advantage because its a. vendors offer better discounts. b. selling costs are usually reduced. c. customers will always be loyal to the business. d. salespeople have more time to take care of stock.

28 A business that has built a loyal clientele is at an advantage because its a. vendors offer better discounts. b. selling costs are usually reduced. c. customers will always be loyal to the business. d. salespeople have more time to take care of stock.

29 You successfully sell the companys new product line to Ms. Jones, and she offers to put you in touch with other businesses that might be interested in your product. What type of benefit of building a clientele is this? a. Referral c. Loyalty b. Word-of-mouth advertising d. Repeat sales

30 You successfully sell the companys new product line to Ms. Jones, and she offers to put you in touch with other businesses that might be interested in your product. What type of benefit of building a clientele is this? a. Referral c. Loyalty b. Word-of-mouth advertising d. Repeat sales

31 A businesss well-established body of customers usually has an important impact on the businesss a. financial success. c. increased costs. b. vendor relations. d. recruitment process.

32 A businesss well-established body of customers usually has an important impact on the businesss a. financial success. c. increased costs. b. vendor relations. d. recruitment process.

33 When other salespeople and industry trade groups assist a company in locating new clients, the company is using a. personal sources. c. company leads. b. unethical practices. d. external sources.

34 When other salespeople and industry trade groups assist a company in locating new clients, the company is using a. personal sources. c. company leads. b. unethical practices. d. external sources.

35 Benefits to the sales staff from building a clientele include a. reduced costs and personal satisfaction. b. increased sales volume and expenses. c. repeat sales and increased earnings. d. increased knowledge and word-of-mouth advertising.

36 Benefits to the sales staff from building a clientele include a. reduced costs and personal satisfaction. b. increased sales volume and expenses. c. repeat sales and increased earnings. d. increased knowledge and word-of-mouth advertising.

37 Which of the following is an example of a business policy that might help to build a loyal clientele: a. Prepare sales presentations c. Provide quality maintenance b. Complete adequate follow-up d. Locate potential leads

38 Which of the following is an example of a business policy that might help to build a loyal clientele: a. Prepare sales presentations c. Provide quality maintenance b. Complete adequate follow-up d. Locate potential leads

39 Businesses hope that individuals who are favorably impressed with the business will tell others about it so that the business will receive __________ advertising. a. sponsored c. specialty b. word-of-mouth d. point-of-purchase

40 Businesses hope that individuals who are favorably impressed with the business will tell others about it so that the business will receive __________ advertising. a. sponsored c. specialty b. word-of-mouth d. point-of-purchase

41 Salespeople often obtain good sales leads from a. the company. c. professors. b. competitors. d. the industry.

42 Salespeople often obtain good sales leads from a. the company. c. professors. b. competitors. d. the industry.

43 The most important attitude for salespeople to possess is usually a(n) __________ attitude. a. interesting c. passive b. service d. unique

44 The most important attitude for salespeople to possess is usually a(n) __________ attitude. a. interesting c. passive b. service d. unique

45 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

46 2.02 Customer Service in Selling

47 When is a salespersons job done? a. After the sales presentation c. When the item can no longer be returned b. After the deal has closed d. When the customer is satisfied

48 When is a salespersons job done? a. After the sales presentation c. When the item can no longer be returned b. After the deal has closed d. When the customer is satisfied

49 Which of the following words best describes the role of customer service in selling: a. Presentation c. Function b. Relationship d. Department

50 Which of the following words best describes the role of customer service in selling: a. Presentation c. Function b. Relationship d. Department

51 Which of the following is an example of the type of customer service a salesperson should provide: a. Tracking order status c. Bookkeeping b. Providing store security d. Offering valet parking

52 Which of the following is an example of the type of customer service a salesperson should provide: a. Tracking order status c. Bookkeeping b. Providing store security d. Offering valet parking

53 Because product quality and price can easily be matched, customer service becomes a key component in business a. careers. c. competition. b. communications. d. forecasts.

54 Because product quality and price can easily be matched, customer service becomes a key component in business a. careers. c. competition. b. communications. d. forecasts.

55 Which of the following is not a factor in customers service expectations: a. Past experience c. Needs of others b. Word-of-mouth information d. Advertising

56 Which of the following is not a factor in customers service expectations: a. Past experience c. Needs of others b. Word-of-mouth information d. Advertising

57 If a customer expects something because his/her friend received it, the customers expectation is influenced by a. past experience. c. personal needs. b. word-of-mouth information. d. advertising.

58 If a customer expects something because his/her friend received it, the customers expectation is influenced by a. past experience. c. personal needs. b. word-of-mouth information. d. advertising.

59 Quality customer service builds profits through existing customers by generating a. repeat business. c. discounts. b. compliments. d. product demonstrations.

60 Quality customer service builds profits through existing customers by generating a. repeat business. c. discounts. b. compliments. d. product demonstrations.

61 Dans customer is purchasing a new printer, so he mentions the need to pick up an ink cartridge at the same time. This is an example of a. efficient shipping and delivery. c. providing ample product information. b. suggestion selling. d. making only promises that can be kept.

62 Dans customer is purchasing a new printer, so he mentions the need to pick up an ink cartridge at the same time. This is an example of a. efficient shipping and delivery. c. providing ample product information. b. suggestion selling. d. making only promises that can be kept.

63 Sandras customer is trying to decide between three different makes of automobiles. Sandra gives her the owners manual for each, so she can browse through them and learn more. This is an example of a. overseeing installation. c. providing ample product information. b. suggestion selling. d. making only promises that can be kept.

64 Sandras customer is trying to decide between three different makes of automobiles. Sandra gives her the owners manual for each, so she can browse through them and learn more. This is an example of a. overseeing installation. c. providing ample product information. b. suggestion selling. d. making only promises that can be kept.

65 Which of the following is a pre-sale opportunity for salespeople to provide customer service: a. Shipping and delivery c. Technical assistance and support b. Maintenance and repair d. Providing ample product information

66 Which of the following is a pre-sale opportunity for salespeople to provide customer service: a. Shipping and delivery c. Technical assistance and support b. Maintenance and repair d. Providing ample product information

67 Roy is taking a class on how to use the new software he just purchased for his business. The class is offered by the store where he purchased the software. What aspect of customer service does this situation illustrate? a. Customer training c. Order processing b. Credit/Financing d. Installation

68 Roy is taking a class on how to use the new software he just purchased for his business. The class is offered by the store where he purchased the software. What aspect of customer service does this situation illustrate? a. Customer training c. Order processing b. Credit/Financing d. Installation

69 Jennas customer doesnt have the money to pay upfront for his purchase, so hed like to pay in installments. Jenna says she will arrange it for him. What aspect of customer service does this situation illustrate? a. Credit/Financing c. Warranty issues b. Shipping and delivery d. Maintenance and repair

70 Jennas customer doesnt have the money to pay upfront for his purchase, so hed like to pay in installments. Jenna says she will arrange it for him. What aspect of customer service does this situation illustrate? a. Credit/Financing c. Warranty issues b. Shipping and delivery d. Maintenance and repair

71 Jameson ordered a new dishwasher, and it arrived damaged. He immediately called the salesperson who sold him the product and was reassured that a new dishwasher would be sent right away. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Technical assistance and support b. Customer training d. Credit/Financing

72 Jameson ordered a new dishwasher, and it arrived damaged. He immediately called the salesperson who sold him the product and was reassured that a new dishwasher would be sent right away. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Technical assistance and support b. Customer training d. Credit/Financing

73 Stephanie knows shell be protected if her new cell phone breaks, but she just cant understand whats covered and whats not. Her salesperson helps her go through the information to make sure she doesnt have any questions. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Warranty issues b. Installation d. Order processing

74 Stephanie knows shell be protected if her new cell phone breaks, but she just cant understand whats covered and whats not. Her salesperson helps her go through the information to make sure she doesnt have any questions. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Warranty issues b. Installation d. Order processing

75 Bills Internet service isnt working, and its the middle of the night. He knows he can call the toll-free help-line, though, because its open 24 hours a day. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Customer training b. Credit/Financing d. Technical assistance and support

76 Bills Internet service isnt working, and its the middle of the night. He knows he can call the toll-free help-line, though, because its open 24 hours a day. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Customer training b. Credit/Financing d. Technical assistance and support

77 Anna recently purchased a car, and she is taking it back to the dealership for its first routine oil change, free of charge. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Order processing b. Maintenance and repair d. Installation

78 Anna recently purchased a car, and she is taking it back to the dealership for its first routine oil change, free of charge. What aspect of customer service does this situation illustrate? a. Shipping and delivery c. Order processing b. Maintenance and repair d. Installation

79 Businesses cannot know if customers are satisfied unless they a. provide customer training. c. provide lengthy surveys. b. solicit feedback. d. respond to complaints promptly.

80 Businesses cannot know if customers are satisfied unless they a. provide customer training. c. provide lengthy surveys. b. solicit feedback. d. respond to complaints promptly.

81 To maintain relationships with customers, its important for salespeople to a. offer free installation. c. send them online comment cards. b. personally perform product repairs. d. keep in touch with them.

82 To maintain relationships with customers, its important for salespeople to a. offer free installation. c. send them online comment cards. b. personally perform product repairs. d. keep in touch with them.

83 Customer complaints and concerns should be a. a second priority behind closing the sale. c. addressed as quickly as possible. b. taken seriously only if its a large order. d. passed on to the manager.

84 Customer complaints and concerns should be a. a second priority behind closing the sale. c. addressed as quickly as possible. b. taken seriously only if its a large order. d. passed on to the manager.

85 Which of the following is a key to customer service: a. Offering interest-free loans c. Offering free training classes b. Visiting customers personally d. Having a good attitude

86 Which of the following is a key to customer service: a. Offering interest-free loans c. Offering free training classes b. Visiting customers personally d. Having a good attitude

87 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

88 2.03 Handling Difficult Customers

89 How does solving difficult-customer situations benefit your company? a. It will generate repeat business. b. The difficult customers wont bother you again. c. You will get a promotion. d. All the employees will get promotions.

90 How does solving difficult-customer situations benefit your company? a. It will generate repeat business. b. The difficult customers wont bother you again. c. You will get a promotion. d. All the employees will get promotions.

91 How does solving difficult-customer situations benefit you personally? a. You will encounter difficult customers less frequently. b. Your customers will be happier. c. You gain valuable communication skills. d. Your boss will automatically give you a raise.

92 How does solving difficult-customer situations benefit you personally? a. You will encounter difficult customers less frequently. b. Your customers will be happier. c. You gain valuable communication skills. d. Your boss will automatically give you a raise.

93 Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. No, its not! he exclaimed. Its always at 11:30! Evas customer is a. suspicious. c. impatient. b. leave-me-alone. d. argumentative.

94 Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. No, its not! he exclaimed. Its always at 11:30! Evas customer is a. suspicious. c. impatient. b. leave-me-alone. d. argumentative.

95 Rich works the cash register at a retail store. The store is unusually busy today, and Richs line has grown long. A woman at the back of the line remarks loudly, This is absolutely ridiculous! Richs customer is a. domineering/superior. c. argumentative. b. impatient. d. leave-me-alone.

96 Rich works the cash register at a retail store. The store is unusually busy today, and Richs line has grown long. A woman at the back of the line remarks loudly, This is absolutely ridiculous! Richs customer is a. domineering/superior. c. argumentative. b. impatient. d. leave-me-alone.

97 Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Staceys customer is a. impatient. c. leave-me-alone. b. insulting. d. argumentative.

98 Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Staceys customer is a. impatient. c. leave-me-alone. b. insulting. d. argumentative.

99 Jonathan works in his small towns only video store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes shes really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer. a. irritable/moody c. slow/methodical b. suspicious d. dishonest

100 Jonathan works in his small towns only video store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes shes really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer. a. irritable/moody c. slow/methodical b. suspicious d. dishonest

101 Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, I wasnt out too far! You must be blind! This is an example of a(n) __________ customer. a. insulting c. impatient b. suspicious d. slow/methodical

102 Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, I wasnt out too far! You must be blind! This is an example of a(n) __________ customer. a. insulting c. impatient b. suspicious d. slow/methodical

103 Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. Its a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, Well, I guess Ill have time, since the play is so slow. Its not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together! Ellens customer is a. suspicious. c. complaining. b. argumentative. d. leave-me-alone.

104 Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. Its a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, Well, I guess Ill have time, since the play is so slow. Its not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together! Ellens customer is a. suspicious. c. complaining. b. argumentative. d. leave-me-alone.

105 Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. Dont do it that way, he instructed. Youre using too much chlorine. Should I just measure it out for you? Carries customer is a. slow/methodical. c. suspicious. b. domineering/superior. d. irritable/moody.

106 Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. Dont do it that way, he instructed. Youre using too much chlorine. Should I just measure it out for you? Carries customer is a. slow/methodical. c. suspicious. b. domineering/superior. d. irritable/moody.

107 Mitch works at the layaway counter in a retail store. The stores layaway policy is clearly posted on a sign over the counter, but sometimes customers just dont get it. Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer. a. dishonest c. complaining b. domineering/superior d. suspicious

108 Mitch works at the layaway counter in a retail store. The stores layaway policy is clearly posted on a sign over the counter, but sometimes customers just dont get it. Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer. a. dishonest c. complaining b. domineering/superior d. suspicious

109 Jill works behind the counter at a fast-food restaurant. The restaurant prides itself on great food and quick service. Right now, a man is staring up at the menu trying to decide what he wants to order, and a line is quickly forming behind him. Jill asks, May I take your order? but he remains silent. This customer is a. complaining. c. dishonest. b. suspicious. d. slow/methodical.

110 Jill works behind the counter at a fast-food restaurant. The restaurant prides itself on great food and quick service. Right now, a man is staring up at the menu trying to decide what he wants to order, and a line is quickly forming behind him. Jill asks, May I take your order? but he remains silent. This customer is a. complaining. c. dishonest. b. suspicious. d. slow/methodical.

111 Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didnt find anything wrong with it. He had a feeling that the customer was just trying to practice for free but didnt have any proof. Randys customer is a. domineering/superior. c. impatient. b. dishonest. d. leave-me-alone.

112 Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didnt find anything wrong with it. He had a feeling that the customer was just trying to practice for free but didnt have any proof. Randys customer is a. domineering/superior. c. impatient. b. dishonest. d. leave-me-alone.

113 Which of the following is the best way to handle argumentative customers: a. Ask simple, polite questions with options. b. Never press for sales or decisions. c. Explain and demonstrate good service as many times as you need to. d. Mirror their behavior.

114 Which of the following is the best way to handle argumentative customers: a. Ask simple, polite questions with options. b. Never press for sales or decisions. c. Explain and demonstrate good service as many times as you need to. d. Mirror their behavior.

115 Which of the following is the best way to handle dishonest customers: a. Explain and demonstrate good service as many times as you need to. b. Never press for sales or decisions. c. Dont jump to quick conclusions. d. Mirror their behavior.

116 Which of the following is the best way to handle dishonest customers: a. Explain and demonstrate good service as many times as you need to. b. Never press for sales or decisions. c. Dont jump to quick conclusions. d. Mirror their behavior.

117 Which of the following is the best way to handle impatient customers: a. Explain and demonstrate good service as many times as you need to. b. Agree first on common points. c. Never press for sales or decisions. d. Serve them nonemotionally.

118 Which of the following is the best way to handle impatient customers: a. Explain and demonstrate good service as many times as you need to. b. Agree first on common points. c. Never press for sales or decisions. d. Serve them nonemotionally.

119 Which of the following is the best way to handle slow/methodical customers: a. Dont jump to quick conclusions. c. Serve them nonemotionally. b. Let them have their say. d. Help them along by not overwhelming them.

120 Which of the following is the best way to handle slow/methodical customers: a. Dont jump to quick conclusions. c. Serve them nonemotionally. b. Let them have their say. d. Help them along by not overwhelming them.

121 Which of the following is the best way to handle leave-me-alone customers: a. Agree first on common points. c. Dont jump to quick conclusions. b. Ask simple, polite questions with options. d. Never press for sales or decisions.

122 Which of the following is the best way to handle leave-me-alone customers: a. Agree first on common points. c. Dont jump to quick conclusions. b. Ask simple, polite questions with options. d. Never press for sales or decisions.

123 Which of the following is the best way to handle suspicious customers: a. Ask simple, polite questions with options. b. Serve them nonemotionally. c. Help them along by not overwhelming them. d. Explain and demonstrate good service as many times as you need to.

124 Which of the following is the best way to handle suspicious customers: a. Ask simple, polite questions with options. b. Serve them nonemotionally. c. Help them along by not overwhelming them. d. Explain and demonstrate good service as many times as you need to.

125 Which of the following is the best way to handle irritable/moody customers: a. Let them have their say. b. Be consistent in your positive behavior. c. Explain and demonstrate good service as many times as you need to. d. Ask simple, polite questions with options.

126 Which of the following is the best way to handle irritable/moody customers: a. Let them have their say. b. Be consistent in your positive behavior. c. Explain and demonstrate good service as many times as you need to. d. Ask simple, polite questions with options.

127 Which of the following is the best way to handle domineering/superior customers: a. Never press for sales or decisions. b. Dont jump to quick conclusions. c. Let them have their say. d. Explain and demonstrate good service as many times as you need to.

128 Which of the following is the best way to handle domineering/superior customers: a. Never press for sales or decisions. b. Dont jump to quick conclusions. c. Let them have their say. d. Explain and demonstrate good service as many times as you need to.

129 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

130 2.06 Grades and Standards

131 What does the following statement illustrate: The product should be four inches long and weigh 14 ounces. a. Grades c. Warranties b. Standards d. Testimonials

132 What does the following statement illustrate: The product should be four inches long and weigh 14 ounces. a. Grades c. Warranties b. Standards d. Testimonials

133 An octane rating of 87 is an example of a. grades. c. standards. b. guarantees. d. warranties.

134 An octane rating of 87 is an example of a. grades. c. standards. b. guarantees. d. warranties.

135 Light bulbs are made to fit sockets across the U.S. This is an example of which of the following ways that standards are used: a. To establish uniform, consistent products b. To indicate where the product will be sold c. To indicate how much the product will cost d. To provide consumers with product information

136 Light bulbs are made to fit sockets across the U.S. This is an example of which of the following ways that standards are used: a. To establish uniform, consistent products b. To indicate where the product will be sold c. To indicate how much the product will cost d. To provide consumers with product information

137 Which of the following is a way that grades and standards can be used: a. To develop product brands b. To identify employee benefits c. To determine how products can be used d. To indicate which media will be used for promotion

138 Which of the following is a way that grades and standards can be used: a. To develop product brands b. To identify employee benefits c. To determine how products can be used d. To indicate which media will be used for promotion

139 How does the use of grades and standards affect the buying and selling process? a. It enables businesses to set high prices. b. It provides product information on unsafe products. c. It enables customers to buy without having to inspect each product. d. It enables salespeople to suggest products without having to determine customer needs.

140 How does the use of grades and standards affect the buying and selling process? a. It enables businesses to set high prices. b. It provides product information on unsafe products. c. It enables customers to buy without having to inspect each product. d. It enables salespeople to suggest products without having to determine customer needs.

141 How can salespeople use grades and standards? a. To set prices c. To meet customer needs b. To advertise products d. To develop the product mix

142 How can salespeople use grades and standards? a. To set prices c. To meet customer needs b. To advertise products d. To develop the product mix

143 The importance of grades and standards increases as international trade a. decreases. c. fluctuates. b. increases. d. remains unchanged.

144 The importance of grades and standards increases as international trade a. decreases. c. fluctuates. b. increases. d. remains unchanged.

145 Any business that transports goods across state lines must comply with standards set by a. individual businesses. c. professional organizations. b. government agencies. d. trade associations.

146 Any business that transports goods across state lines must comply with standards set by a. individual businesses. c. professional organizations. b. government agencies. d. trade associations.

147 Which of the following is usually responsible for grading goods: a. Government agencies c. Consumer groups b. Research organizations d. Sales representatives

148 Which of the following is usually responsible for grading goods: a. Government agencies c. Consumer groups b. Research organizations d. Sales representatives

149 Why do many professional organizations develop standards for their members to follow? a. To create influence c. To promote group activities b. To promote product safety d. To establish control

150 Why do many professional organizations develop standards for their members to follow? a. To create influence c. To promote group activities b. To promote product safety d. To establish control

151 Which of the following is a source that businesses use to develop standards: a. Lawyers c. Accountants b. Suppliers d. Advertisers

152 Which of the following is a source that businesses use to develop standards: a. Lawyers c. Accountants b. Suppliers d. Advertisers

153 A business specifies that employees must contact a certain number of customers each week. This is an example of __________ standards. a. time c. quality b. cost d. quantity

154 A business specifies that employees must contact a certain number of customers each week. This is an example of __________ standards. a. time c. quality b. cost d. quantity

155 Why do businesses want to meet quality standards? a. To reduce costs b. To determine how much work must be done c. To decrease profit d. To examine how long it takes to get a job done

156 Why do businesses want to meet quality standards? a. To reduce costs b. To determine how much work must be done c. To decrease profit d. To examine how long it takes to get a job done

157 Which of the following is most likely to result if workers fail to meet time standards: a. Reduced costs c. Reduced number of products available b. Increased promotion d. Increased quality of products provided

158 Which of the following is most likely to result if workers fail to meet time standards: a. Reduced costs c. Reduced number of products available b. Increased promotion d. Increased quality of products provided

159 Employees who waste materials have a negative effect on a businesss __________ standards. a. work c. cost b. time d. sales

160 Employees who waste materials have a negative effect on a businesss __________ standards. a. work c. cost b. time d. sales

161 The amount of work to be done is specified by __________ standards. a. time c. quality b. quantity d. cost

162 The amount of work to be done is specified by __________ standards. a. time c. quality b. quantity d. cost

163 When products are graded by nongovernment agencies, the grading is a. occasional. c. periodic. b. mandatory. d. voluntary.

164 When products are graded by nongovernment agencies, the grading is a. occasional. c. periodic. b. mandatory. d. voluntary.

165 How food products can be used generally is determined by their a. grades. c. labels. b. traits. d. brands.

166 How food products can be used generally is determined by their a. grades. c. labels. b. traits. d. brands.

167 What government agency is usually responsible for rating food products? a. U.S. Department of Commerce c. Society of Automotive Engineers b. U.S. Department of Agriculture d. Food and Drug Administration

168 What government agency is usually responsible for rating food products? a. U.S. Department of Commerce c. Society of Automotive Engineers b. U.S. Department of Agriculture d. Food and Drug Administration

169 Which of the following is an example of a dairy product that is graded: a. Cheese c. Milk b. Butter d. Cream

170 Which of the following is an example of a dairy product that is graded: a. Cheese c. Milk b. Butter d. Cream

171 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

172 2.06 Warranties

173 A promise made by the seller to the customer that the seller will repair or replace a product that does not perform as expected is defined as a a. market. c. guarantee. b. warranty. d. strategy.

174 A promise made by the seller to the customer that the seller will repair or replace a product that does not perform as expected is defined as a a. market. c. guarantee. b. warranty. d. strategy.

175 A customer buys an mp3 player and receives a printed warranty card stating the actions the company will take if the mp3 player does not work properly. This is an example of a(n) __________ warranty. a. express c. implied b. full d. limited

176 A customer buys an mp3 player and receives a printed warranty card stating the actions the company will take if the mp3 player does not work properly. This is an example of a(n) __________ warranty. a. express c. implied b. full d. limited

177 Is an express warranty an oral promise given by the salesperson? a. No. An express warranty is a promise expressed in a specific statement concerning the quality of the product and must be in written form. b. Yes. An express warranty is an oral promise given by a salesperson, but its extent is limited. c. Yes. Whether the promise is limited or full, the seller must fulfill the promise to the customer. d. No. An express warranty must be expressed verbally, and it also must be in written form.

178 Is an express warranty an oral promise given by the salesperson? a. No. An express warranty is a promise expressed in a specific statement concerning the quality of the product and must be in written form. b. Yes. An express warranty is an oral promise given by a salesperson, but its extent is limited. c. Yes. Whether the promise is limited or full, the seller must fulfill the promise to the customer. d. No. An express warranty must be expressed verbally, and it also must be in written form.

179 When customers buy televisions, they expect them to transmit pictures. This is an example of a(n) __________ warranty. a. full c. express b. implied d. limited

180 When customers buy televisions, they expect them to transmit pictures. This is an example of a(n) __________ warranty. a. full c. express b. implied d. limited

181 A warranty that covers the entire product is known as a(n) ___________ warranty. a. express c. full b. limited d. implied

182 A warranty that covers the entire product is known as a(n) ___________ warranty. a. express c. full b. limited d. implied

183 Sams new car came with a warranty that ended after 12,000 miles or one year. The warranty covered major parts. This is an example of a(n) __________ warranty. a. full c. illegal b. implied d. limited

184 Sams new car came with a warranty that ended after 12,000 miles or one year. The warranty covered major parts. This is an example of a(n) __________ warranty. a. full c. illegal b. implied d. limited

185 A promise made by the seller to the customer that the seller will refund the customers purchase price if the product does not perform as expected is defined as a a. guarantee. c. warranty. b. recourse. d. full warranty.

186 A promise made by the seller to the customer that the seller will refund the customers purchase price if the product does not perform as expected is defined as a a. guarantee. c. warranty. b. recourse. d. full warranty.

187 In its catalogs, a clothing manufacturer states: If you are not completely satisfied with any item you buy from us, at any time during your use of it, return it and we will refund your full purchase price. This is an example of a a. warranty on goods. c. guarantee on goods. b. guarantee on goods and service. d. warranty on service.

188 In its catalogs, a clothing manufacturer states: If you are not completely satisfied with any item you buy from us, at any time during your use of it, return it and we will refund your full purchase price. This is an example of a a. warranty on goods. c. guarantee on goods. b. guarantee on goods and service. d. warranty on service.

189 Your money back if not satisfied is an example of a a. warranty. c. recourse. b. guarantee. d. strategy.

190 Your money back if not satisfied is an example of a a. warranty. c. recourse. b. guarantee. d. strategy.

191 Holiday Inn Express uses the slogan No excuses, guaranteed as a money-back promise to guests. This is an example of a a. warranty on goods. c. warranty on service. b. guarantee on goods and services. d. guarantee on service.

192 Holiday Inn Express uses the slogan No excuses, guaranteed as a money-back promise to guests. This is an example of a a. warranty on goods. c. warranty on service. b. guarantee on goods and services. d. guarantee on service.

193 Two characteristics of a good guarantee are that it should be a. conditional and understandable. c. unconditional and understandable. b. conditional and easy to implement. d. unconditional and difficult to collect.

194 Two characteristics of a good guarantee are that it should be a. conditional and understandable. c. unconditional and understandable. b. conditional and easy to implement. d. unconditional and difficult to collect.

195 L.L. Bean promises 100% satisfaction in every way to those who buy its goods. Items can be returned for refund or credit. This is an example of a(n) a. unconditional guarantee. c. unconditional warranty. b. conditional guarantee. d. conditional warranty.

196 L.L. Bean promises 100% satisfaction in every way to those who buy its goods. Items can be returned for refund or credit. This is an example of a(n) a. unconditional guarantee. c. unconditional warranty. b. conditional guarantee. d. conditional warranty.

197 Which of the following is a purpose of warranties and guarantees: a. To increase customer anxiety about purchases b. To protect the producer and the seller c. To decrease feedback from customers d. To avoid a customer-oriented focus for the business

198 Which of the following is a purpose of warranties and guarantees: a. To increase customer anxiety about purchases b. To protect the producer and the seller c. To decrease feedback from customers d. To avoid a customer-oriented focus for the business

199 One way in which customers benefit from warranties and guarantees is a. a business-oriented focus. c. increased profits. b. feedback from businesses. d. reduced anxiety about purchases.

200 One way in which customers benefit from warranties and guarantees is a. a business-oriented focus. c. increased profits. b. feedback from businesses. d. reduced anxiety about purchases.

201 Giving customers a list of locations at which they can obtain repair or replacement as part of a warranty or a guarantee provides the customer benefit of a. increased profits. c. legal recourse. b. service information. d. reduced anxiety about purchases.

202 Giving customers a list of locations at which they can obtain repair or replacement as part of a warranty or a guarantee provides the customer benefit of a. increased profits. c. legal recourse. b. service information. d. reduced anxiety about purchases.

203 One way in which a business can benefit from warranties and guarantees is a. free repairs. c. feedback from customers. b. reduced business standards. d. the elimination of product liability.

204 One way in which a business can benefit from warranties and guarantees is a. free repairs. c. feedback from customers. b. reduced business standards. d. the elimination of product liability.

205 Companies that build a reputation for carrying out the terms of their warranties and guarantees generally have higher sales and more repeat customers, which result in a. unclear standards for the business. c. a business-oriented focus. b. decreased feedback from customers. d. increased profits.

206 Companies that build a reputation for carrying out the terms of their warranties and guarantees generally have higher sales and more repeat customers, which result in a. unclear standards for the business. c. a business-oriented focus. b. decreased feedback from customers. d. increased profits.

207 The Federal Trade Commission has the authority to regulate warranties on any products that sell for more than a. $15. c. $1,000. b. $25. d. $100.

208 The Federal Trade Commission has the authority to regulate warranties on any products that sell for more than a. $15. c. $1,000. b. $25. d. $100.

209 The Magnuson-Moss Warranty Act of 1975 provides that warranties must be a. clearly expressed. c. written using complex language. b. interpreted. d. developed by consumers.

210 The Magnuson-Moss Warranty Act of 1975 provides that warranties must be a. clearly expressed. c. written using complex language. b. interpreted. d. developed by consumers.

211 True or False: Only express warranties hold up in court. a. True. Only written evidence can be submitted in court. b. True. Implied warranties cannot be verified. c. False. Express warranties must be in writing. d. False. Implied warranties are valid.

212 True or False: Only express warranties hold up in court. a. True. Only written evidence can be submitted in court. b. True. Implied warranties cannot be verified. c. False. Express warranties must be in writing. d. False. Implied warranties are valid.

213 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

214 2.07 Branding

215 Names, terms, symbols, or designs that identify products are called a. product brands. c. product lines. b. trade names. d. generic terms.

216 Names, terms, symbols, or designs that identify products are called a. product brands. c. product lines. b. trade names. d. generic terms.

217 Which of the following is an example of a trade name: a. Ford Mustang c. Ford b. Diet Coke d. 501 Jeans

218 Which of the following is an example of a trade name: a. Ford Mustang c. Ford b. Diet Coke d. 501 Jeans

219 The Keebler Elves, Ronald McDonald, and Mr. Peanut are examples of a. product brands. c. trade characters. b. trade names. d. private brands.

220 The Keebler Elves, Ronald McDonald, and Mr. Peanut are examples of a. product brands. c. trade characters. b. trade names. d. private brands.

221 Which of the following is an advantage of family branding: a. New products are easier to introduce. c. Sellers need less shelf space. b. New products are not tied to company image. d. Unrelated products are recognizable.

222 Which of the following is an advantage of family branding: a. New products are easier to introduce. c. Sellers need less shelf space. b. New products are not tied to company image. d. Unrelated products are recognizable.

223 A disadvantage of individual brands is that they may a. contaminate each other. b. be associated with one-of-a-kind benefits. c. prevent companies from reaching different markets. d. require more promotion.

224 A disadvantage of individual brands is that they may a. contaminate each other. b. be associated with one-of-a-kind benefits. c. prevent companies from reaching different markets. d. require more promotion.

225 Whenever possible, an effective brand name should always be a. short and memorable. c. related to other brands. b. multiple syllables and flashy. d. unrelated to product features.

226 Whenever possible, an effective brand name should always be a. short and memorable. c. related to other brands. b. multiple syllables and flashy. d. unrelated to product features.

227 Determine which of the following is a true statement: a. The more common the brand name, the better it is. b. A good brand name creates an appealing image. c. Long brand names are more graphically pleasing. d. Brand names belonging to other firms are available free.

228 Determine which of the following is a true statement: a. The more common the brand name, the better it is. b. A good brand name creates an appealing image. c. Long brand names are more graphically pleasing. d. Brand names belonging to other firms are available free.

229 Why should a brand name be distinctive? a. So that it gives the product a generic image b. So that it can be used in multinational marketing c. So that it can easily be changed over time d. So that it sets the product apart from other products

230 Why should a brand name be distinctive? a. So that it gives the product a generic image b. So that it can be used in multinational marketing c. So that it can easily be changed over time d. So that it sets the product apart from other products

231 Can any brand name be selected and used by a business? a. Yes, a business can use any name it wants to use. b. No, the name must be registered before it can be used. c. No, the name must be legally available for use. d. Yes, brand names cannot be owned by a business.

232 Can any brand name be selected and used by a business? a. Yes, a business can use any name it wants to use. b. No, the name must be registered before it can be used. c. No, the name must be legally available for use. d. Yes, brand names cannot be owned by a business.

233 Which of the following is a primary reason that businesses use brands: a. To identify their products c. To increase materialism b. To charge high prices d. To reduce expenses

234 Which of the following is a primary reason that businesses use brands: a. To identify their products c. To increase materialism b. To charge high prices d. To reduce expenses

235 Consumers develop feelings towards brands in terms of various levels of awareness and preference. This is referred to as brand a. loyalty. c. promise. b. insistence. d. identity.

236 Consumers develop feelings towards brands in terms of various levels of awareness and preference. This is referred to as brand a. loyalty. c. promise. b. insistence. d. identity.

237 Why do businesses want customers to demonstrate brand insistence for them? a. Their touch points pretty much take care of themselves. b. Businesses will not have to market themselves. c. Research shows that customers will pick their brand in a double-blind test 95% of the time. d. Customers will bypass other brands because they are brand loyal and will buy only the desired brand.

238 Why do businesses want customers to demonstrate brand insistence for them? a. Their touch points pretty much take care of themselves. b. Businesses will not have to market themselves. c. Research shows that customers will pick their brand in a double-blind test 95% of the time. d. Customers will bypass other brands because they are brand loyal and will buy only the desired brand.

239 Which of the following questions should be asked by a firm that is trying to decide whether to brand its products: a. How much total sales revenue will the product earn? b. Can the product be easily identified by a brand? c. Will Company B find out we are using its brand? d. Can we sell this product without a trademark?

240 Which of the following questions should be asked by a firm that is trying to decide whether to brand its products: a. How much total sales revenue will the product earn? b. Can the product be easily identified by a brand? c. Will Company B find out we are using its brand? d. Can we sell this product without a trademark?

241 Pharmaceuticals, packaged foods, and vitamins that are sold more inexpensively in plain packaging without brand names are a. undersold items. c. stealth brands. b. generic items. d. private brands.

242 Pharmaceuticals, packaged foods, and vitamins that are sold more inexpensively in plain packaging without brand names are a. undersold items. c. stealth brands. b. generic items. d. private brands.

243 Determine which of the following is a true statement: a. The last step in the initial branding process is determining brand objectives. b. Brand ideas may come from many sources, including company employees and customers. c. Determining what URLs are available is necessary only when a product will be sold online. d. A trademark is a brand mark that has been made to seem lifelike.

244 Determine which of the following is a true statement: a. The last step in the initial branding process is determining brand objectives. b. Brand ideas may come from many sources, including company employees and customers. c. Determining what URLs are available is necessary only when a product will be sold online. d. A trademark is a brand mark that has been made to seem lifelike.

245 Before selecting a brand name for a new product, marketers should determine the acceptability of brand possibilities among different cultures. As part of this process, marketers should: a. create URLs for the product in each of the countries where the product will be marketed. b. develop a different trade character for each of the countries where the product will be marketed. c. determine if the brand name would be culturally taboo where the product will be marketed. d. choose a different brand name for each country where the product will be marketed.

246 Before selecting a brand name for a new product, marketers should determine the acceptability of brand possibilities among different cultures. As part of this process, marketers should: a. create URLs for the product in each of the countries where the product will be marketed. b. develop a different trade character for each of the countries where the product will be marketed. c. determine if the brand name would be culturally taboo where the product will be marketed. d. choose a different brand name for each country where the product will be marketed.

247 The actions a business takes with a brand in order to accomplish its goals are referred to as a. multinational marketing. c. brand positioning. b. market share. d. brand strategies.

248 The actions a business takes with a brand in order to accomplish its goals are referred to as a. multinational marketing. c. brand positioning. b. market share. d. brand strategies.

249 Jenis Ice Creams recently added ice cream sandwiches to its highly successful ice cream brand. Such an addition to an existing brand is an example of a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

250 Jenis Ice Creams recently added ice cream sandwiches to its highly successful ice cream brand. Such an addition to an existing brand is an example of a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

251 The non-profit organization Sesame Workshop, which produces the Sesame Street television series, often gives permission to manufacturers such as Fisher Price and Build-a-Bear Workshop to use numerous Sesame Street characters on their products for a fee. This arrangement between Sesame Workshop and these companies is known as a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

252 The non-profit organization Sesame Workshop, which produces the Sesame Street television series, often gives permission to manufacturers such as Fisher Price and Build-a-Bear Workshop to use numerous Sesame Street characters on their products for a fee. This arrangement between Sesame Workshop and these companies is known as a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

253 Several restaurant companies, including Long John Silvers and KFC, have successfully joined forces in the past few years to increase recognition, customer loyalty, and sales for all companies involved. Such arrangements between companies are examples of a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

254 Several restaurant companies, including Long John Silvers and KFC, have successfully joined forces in the past few years to increase recognition, customer loyalty, and sales for all companies involved. Such arrangements between companies are examples of a. brand positioning. c. brand licensing. b. brand extension. d. co-branding.

255 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

256 2.08 Feature-benefit selling

257 Feature-benefit selling should always occur a. during the sales presentation. c. after the product demonstration. b. before the sales dialogue. d. before the sales presentation.

258 Feature-benefit selling should always occur a. during the sales presentation. c. after the product demonstration. b. before the sales dialogue. d. before the sales presentation.

259 A car salesperson said, This model has a drivers side air bag. The salesperson has identified a product a. option. c. feature. b. benefit. d. objection.

260 A car salesperson said, This model has a drivers side air bag. The salesperson has identified a product a. option. c. feature. b. benefit. d. objection.

261 A new sports car has bright red paint. The bright paint is a feature rather than a benefit of the car because a. cars can be painted any color. c. most people prefer red sports cars. b. it provides satisfaction to the customer. d. it is a physical characteristic of the car.

262 A new sports car has bright red paint. The bright paint is a feature rather than a benefit of the car because a. cars can be painted any color. c. most people prefer red sports cars. b. it provides satisfaction to the customer. d. it is a physical characteristic of the car.

263 A salesperson who tells a customer that a particular product will be easy to keep clean has presented a a. customer benefit. c. service guarantee. b. product demonstration. d. customer characteristic.

264 A salesperson who tells a customer that a particular product will be easy to keep clean has presented a a. customer benefit. c. service guarantee. b. product demonstration. d. customer characteristic.

265 A salesperson said, As you can see, the larger capacity of these washing machines will enable you to wash more clothes at one time. The salesperson has identified what type of benefit for the product? a. Hidden c. Obvious b. Unique d. Exclusive

266 A salesperson said, As you can see, the larger capacity of these washing machines will enable you to wash more clothes at one time. The salesperson has identified what type of benefit for the product? a. Hidden c. Obvious b. Unique d. Exclusive

267 Your companys product has an exclusive feature that is not offered by similar products on the market. For consumers, this product provides a(n) a. unique benefit. c. absolute advantage. b. comparable value. d. irresistible bargain.

268 Your companys product has an exclusive feature that is not offered by similar products on the market. For consumers, this product provides a(n) a. unique benefit. c. absolute advantage. b. comparable value. d. irresistible bargain.

269 While explaining the price difference between two garden hoses, a salesperson said, Although they look alike, this one is more durable. It is made of higher quality material which is guaranteed for 20 years. The salesperson has identified a(n) a. hidden benefit. c. obvious benefit. b. unique benefit. d. exclusive benefit.

270 While explaining the price difference between two garden hoses, a salesperson said, Although they look alike, this one is more durable. It is made of higher quality material which is guaranteed for 20 years. The salesperson has identified a(n) a. hidden benefit. c. obvious benefit. b. unique benefit. d. exclusive benefit.

271 A customer interested in buying a stereo was told by the salesperson the stereos size, weight, number of transistors, and amount of wiring, but the customer left without buying. What did the salesperson do wrong? a. Spent too much time with the customer b. Provided inaccurate product information c. Provided too little product information d. Sold product features instead of customer benefits

272 A customer interested in buying a stereo was told by the salesperson the stereos size, weight, number of transistors, and amount of wiring, but the customer left without buying. What did the salesperson do wrong? a. Spent too much time with the customer b. Provided inaccurate product information c. Provided too little product information d. Sold product features instead of customer benefits

273 If a customer tells a salesperson that s/he can buy a similar product from another company for a much better price, that salesperson should respond by a. comparing the features of the two products. b. pointing out the benefits of his/her companys product. c. pointing out the weaknesses of the other companys product. d. agreeing that the customer should buy from the other company.

274 If a customer tells a salesperson that s/he can buy a similar product from another company for a much better price, that salesperson should respond by a. comparing the features of the two products. b. pointing out the benefits of his/her companys product. c. pointing out the weaknesses of the other companys product. d. agreeing that the customer should buy from the other company.

275 To explain a products quality to customers, a salesperson should stress the products a. uses. c. warranty. b. style. d. construction.

276 To explain a products quality to customers, a salesperson should stress the products a. uses. c. warranty. b. style. d. construction.

277 If a customer wants to be fashionable, the salesperson should emphasize features and benefits related to the products a. uses. c. appearance. b. construction. d. durability.

278 If a customer wants to be fashionable, the salesperson should emphasize features and benefits related to the products a. uses. c. appearance. b. construction. d. durability.

279 Your company, a dairy, delivers ice cream to its customers. Other dairies in the area do not offer this service. This is an example of a a. products use. c. businesss style. b. unique feature. d. products durability.

280 Your company, a dairy, delivers ice cream to its customers. Other dairies in the area do not offer this service. This is an example of a a. products use. c. businesss style. b. unique feature. d. products durability.

281 When a customer asks how long a product will last, s/he is interested in its a. uses. c. origin. b. durability. d. features.

282 When a customer asks how long a product will last, s/he is interested in its a. uses. c. origin. b. durability. d. features.

283 When a customer asks how long a product will last, the salesperson should explain features and benefits relating to its a. popularity. c. service and warranty. b. history. d. appearance and style.

284 When a customer asks how long a product will last, the salesperson should explain features and benefits relating to its a. popularity. c. service and warranty. b. history. d. appearance and style.

285 Which of the following must a salesperson know to translate features into benefits for customers: a. How to prepare a sales check c. How to arrange special delivery b. Where to get necessary information d. When to ask questions about intended use

286 Which of the following must a salesperson know to translate features into benefits for customers: a. How to prepare a sales check c. How to arrange special delivery b. Where to get necessary information d. When to ask questions about intended use

287 Salespeople often gain firsthand knowledge about the features and benefits of the products they sell from a. school textbooks. c. television commercials. b. personal experience. d. competitors advertising.

288 Salespeople often gain firsthand knowledge about the features and benefits of the products they sell from a. school textbooks. c. television commercials. b. personal experience. d. competitors advertising.

289 Which of the following could you get from customers that would be useful in selling: a. Catalogs c. Testimonials b. Manuals d. Promotional materials

290 Which of the following could you get from customers that would be useful in selling: a. Catalogs c. Testimonials b. Manuals d. Promotional materials

291 The best source of specific information on a products construction and materials is a. customers. c. personal use. b. other salespeople. d. manufacturers publications.

292 The best source of specific information on a products construction and materials is a. customers. c. personal use. b. other salespeople. d. manufacturers publications.

293 To prepare a feature-benefit chart, a salesperson must know a. facts about customers. c. the name of the products distributor. b. the number of products in stock. d. facts about the product.

294 To prepare a feature-benefit chart, a salesperson must know a. facts about customers. c. the name of the products distributor. b. the number of products in stock. d. facts about the product.

295 Salespeople use feature-benefit charts to help them a. develop meaningful selling techniques. c. handle difficult customers. b. understand the selling process. d. determine types of customer personalities.

296 Salespeople use feature-benefit charts to help them a. develop meaningful selling techniques. c. handle difficult customers. b. understand the selling process. d. determine types of customer personalities.

297 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)

298 2.11 Nature of Selling

299 Jessica has spent a great deal of time practicing and perfecting her sales presentation. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. b. It is personalized communication. c. It is planned communication. d. It takes place to influence purchase decisions.

300 Jessica has spent a great deal of time practicing and perfecting her sales presentation. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. b. It is personalized communication. c. It is planned communication. d. It takes place to influence purchase decisions.

301 Michael is interacting with a customer over the phone. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. b. It is planned communication. c. It is personalized communication. d. It takes place to influence purchase decisions.

302 Michael is interacting with a customer over the phone. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. b. It is planned communication. c. It is personalized communication. d. It takes place to influence purchase decisions.

303 Ashley is a successful salesperson who has gained many repeat customers for her business. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. c. It is personalized communication. b. It is planned communication. d. It takes place to influence purchase decisions.

304 Ashley is a successful salesperson who has gained many repeat customers for her business. What aspect of selling does this illustrate? a. It should ensure customer satisfaction. c. It is personalized communication. b. It is planned communication. d. It takes place to influence purchase decisions.

305 Which of the following is an example of a products being sold directly to the user for ultimate consumption: a. A person sells bouquets of roses on the side of the road. b. A perfume maker sells perfume to a boutique to sell to its customers. c. A grocer sells powdered sugar to a bakery for its doughnuts. d. A car dealership sells a van to a plumber for visiting customers homes.

306 Which of the following is an example of a products being sold directly to the user for ultimate consumption: a. A person sells bouquets of roses on the side of the road. b. A perfume maker sells perfume to a boutique to sell to its customers. c. A grocer sells powdered sugar to a bakery for its doughnuts. d. A car dealership sells a van to a plumber for visiting customers homes.

307 Which of the following is an example of a products being sold to an organization for resale: a. A retailer sells a coffee shop a small refrigerator. b. A farmer sells produce to a restaurant. c. A potter sells pottery at a flea market. d. A wholesaler sells candy to a concession stand.

308 Which of the following is an example of a products being sold to an organization for resale: a. A retailer sells a coffee shop a small refrigerator. b. A farmer sells produce to a restaurant. c. A potter sells pottery at a flea market. d. A wholesaler sells candy to a concession stand.

309 Which of the following is an example of a products being sold to an organization for use in producing other goods: a. A retailer sells office furniture to an advertising firm. b. A retailer sells a sewing machine to a professional seamstress. c. A teenager mows his neighbors lawn for $20. d. A distributor sells hundreds of comics to a comic- book store.

310 Which of the following is an example of a products being sold to an organization for use in producing other goods: a. A retailer sells office furniture to an advertising firm. b. A retailer sells a sewing machine to a professional seamstress. c. A teenager mows his neighbors lawn for $20. d. A distributor sells hundreds of comics to a comic- book store.

311 7. Which of the following is a tangible product: a. Alterations to a shirt c. Dry cleaning b. Personal-shopping service d. A shirt

312 7. Which of the following is a tangible product: a. Alterations to a shirt c. Dry cleaning b. Personal-shopping service d. A shirt

313 Which of the following is an intangible product: a. An allergy shot c. A yearly checkup b. A box of tissues d. A stethoscope

314 Which of the following is an intangible product: a. An allergy shot c. A yearly checkup b. A box of tissues d. A stethoscope

315 Which of the following is an example of a products being sold without the use of an intermediary: a. A tanning salon c. A car-rental agency b. A construction-supply distributor d. A Mary Kay cosmetics party

316 Which of the following is an example of a products being sold without the use of an intermediary: a. A tanning salon c. A car-rental agency b. A construction-supply distributor d. A Mary Kay cosmetics party

317 Two retail stores are striving to offer products for the lowest prices and best values in town. What role of selling in our economy does this illustrate? a. Promotes competition c. Adds utility b. Affects employment d. Helps customers determine needs

318 Two retail stores are striving to offer products for the lowest prices and best values in town. What role of selling in our economy does this illustrate? a. Promotes competition c. Adds utility b. Affects employment d. Helps customers determine needs

319 Of the following, which role of selling in our economy helps products to be in the right place at the right time: a. Promotes competition c. Adds utility b. Affects employment d. Helps customers determine needs

320 Of the following, which role of selling in our economy helps products to be in the right place at the right time: a. Promotes competition c. Adds utility b. Affects employment d. Helps customers determine needs

321 Chris doesnt receive a lot of close supervision for his sales work, but he manages his time well and stays on task. Which characteristic of a successful salesperson does Chris display? a. Education and training c. Self-confidence b. Self-motivation d. Product knowledge

322 Chris doesnt receive a lot of close supervision for his sales work, but he manages his time well and stays on task. Which characteristic of a successful salesperson does Chris display? a. Education and training c. Self-confidence b. Self-motivation d. Product knowledge

323 Brittany knows her products inside and out. She knows all their features and is able to explain them in terms of benefits for specific customers. Which characteristic of a successful salesperson does Brittany display? a. Self-motivation c. Product knowledge b. Self-confidence d. Ethics

324 Brittany knows her products inside and out. She knows all their features and is able to explain them in terms of benefits for specific customers. Which characteristic of a successful salesperson does Brittany display? a. Self-motivation c. Product knowledge b. Self-confidence d. Ethics

325 Matt takes the time to research his client before he makes a sales presentation. That way, he can tailor the presentation to the specific client. Which characteristic of a successful salesperson does Matt display? a. Customer knowledge c. Persistence and patience b. Product knowledge d. Personal appearance

326 Matt takes the time to research his client before he makes a sales presentation. That way, he can tailor the presentation to the specific client. Which characteristic of a successful salesperson does Matt display? a. Customer knowledge c. Persistence and patience b. Product knowledge d. Personal appearance

327 Amanda is always completely upfront and honest with her customers about product information. Which characteristic of a successful salesperson does Amanda display? a. Creativity c. Persistence and patience b. Self-motivation d. Ethics

328 Amanda is always completely upfront and honest with her customers about product information. Which characteristic of a successful salesperson does Amanda display? a. Creativity c. Persistence and patience b. Self-motivation d. Ethics

329 Josh has been told no about 10 times today by potential customers. He doesnt get discouraged or give up, however. Hes determined to keep looking for ways to make sales. Which characteristic of a successful salesperson does Josh display? a. Product knowledge c. Ethics b. Personal appearance d. Persistence and patience

330 Josh has been told no about 10 times today by potential customers. He doesnt get discouraged or give up, however. Hes determined to keep looking for ways to make sales. Which characteristic of a successful salesperson does Josh display? a. Product knowledge c. Ethics b. Personal appearance d. Persistence and patience

331 Samantha never uses strong-arm tactics or attempts to pressure her customers into making a purchase. Which characteristic of a successful salesperson does Samantha display? a. Education and training c. Creativity b. Belief in selling as a service d. Personal appearance

332 Samantha never uses strong-arm tactics or attempts to pressure her customers into making a purchase. Which characteristic of a successful salesperson does Samantha display? a. Education and training c. Creativity b. Belief in selling as a service d. Personal appearance

333 Dan makes sure that as he is interacting with customers, he is actively listening so that he can better respond to their questions and objections. Which characteristic of a successful salesperson does Dan display? a. Ethics c. Communication skills b. Persistence and patience d. Education and training

334 Dan makes sure that as he is interacting with customers, he is actively listening so that he can better respond to their questions and objections. Which characteristic of a successful salesperson does Dan display? a. Ethics c. Communication skills b. Persistence and patience d. Education and training

335 Stephanie recently rearranged an entire sales presentation for a specific customer. It took some imagination and inventiveness, but it helped her make the sale. Which characteristic of a successful salesperson does Stephanie display? a. Creativity c. Personal appearance b. Education and training d. Ethics

336 Stephanie recently rearranged an entire sales presentation for a specific customer. It took some imagination and inventiveness, but it helped her make the sale. Which characteristic of a successful salesperson does Stephanie display? a. Creativity c. Personal appearance b. Education and training d. Ethics

337 Dave has a sales job selling very expensive cars. Each day, he wears a nice suit and tie to work. Which characteristic of a successful salesperson does Dave display? a. Communication skills c. Personal appearance b. Persistence and patience d. Education and training

338 Dave has a sales job selling very expensive cars. Each day, he wears a nice suit and tie to work. Which characteristic of a successful salesperson does Dave display? a. Communication skills c. Personal appearance b. Persistence and patience d. Education and training

339 2.00 Practice Question Links 2.01 Customer Loyalty (Slide 4) 2.02 Customer Service (slide 46) 2.03 Handling Difficult Customers (slide 87) 2.06 Grades and Standards (slide 128) 2.06 Warranties (slide 169) 2.07 Branding (slide 210) 2.08 Feature-benefit selling (slide 251) 2.11 Nature of Selling (slide 292)


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