Presentation on theme: "2.03 questions. What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? A-exchange the item B-refer the."— Presentation transcript:
What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? A-exchange the item B-refer the customer to the manufacturer C-consult the buyers D-follow the businesses selling policies
Answer D…….why? Follow the businesses selling policies. Selling policies are the general rules set down by management to guide the personal-selling effort, and they include service policies that are designed to govern the support a company provides to customers after the sale. Policies governing the return of goods are covered under a businesses selling policies. A salesperson should know the accepted procedure for handling returns are not refer the customer to the manufacturer or consult the buyer. The customer may not want to exchange the item but obtain a credit or refund.
What should a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner? A-to improve advertising B-to expand entertainment C-to increase salaries D-to control expenses
Answer D…..why? Because the other answers dont make sense!
What is an internal factor that affects the selling policies of a business? A-customers request B-actions of competitors C-financial resources D-government legislation
Answer C…..why? Financial resources. Financial resources are categorized as an internal factor over which a business has some control. If a firm has limited financial resources, its selling policies may contain strict requirements for credit approval. Actions of competitors, government legislation, and customer requests are examples of external factors operating in the business has little or no control.
what antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose? A-federal trade commission act B-discount customer act C-Clayton act D-Robinson-Patman Act
Answer D…..why? Just because! Remember it!
Which of the following is an appropriate characteristic for a firms selling policies? A-open to interpretation B-based on the salesperson status C-enforced with reasonable firmness D-not subject to change
Answer C….why? To be appropriate you have to be reasonable
Which of the following is an internal factor that might have an effect on a businesss selling policies: A-customer wants B-materials shortage C-social issues D-research efforts