1. Marketing
Objective 2.05
Review Questions

2. Tammy listened carefully to a disgruntled
customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
A. Thank the customer
B. Explain customer policy
C. Restate the complaint
D. Take immediate action

4. Are non-complainers a more difficult problem for businesses than complainers?
A. Yes, because records of the complaints cannot be maintained
B. Yes, because the salesperson does not have an opportunity to handle the complaint.
C. No, because noncomplainers do not express ill feelings
D. No, because the salesperson can satisfy the
noncomplainer within company guidelines

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

6. 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

8. Why would 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

10. 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 buyer
D. Follow the business's selling policies

12. What is an internal factor that affects the selling policies of a business?
A. Customer requests
B. Actions of competitors
C. Financial resources
D. Government legislation

14. What is an internal factor that affects the selling policies of a business?
A. Customer requests
B. Actions of competitors
C. Financial resources
D. Government legislation