2.00 Practice Question Links

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 2.00 2.01 – 2.05 www.textbookwizards.com/selling.ppt 2.06 – 2.11 www.textbookwizards.com/branding.ppt

3. 2.00 practice questions www.textbookwizards.com/mktg2.00.ppt 1.00 Notes and Practice Questionswww.textbookwizards.com/4ps.ppt www.textbookwizards.com/1.00.ppt

4. 2.01 Customer Loyalty

5. Question 1 • One way that a business builds a clientele is by establishing desirable business • a. slogans. c. budgets. • b. policies. d. objectives.

6. Answer – Question 1 • One way that a business builds a clientele is by establishing desirable business • a. slogans. c. budgets. • b. policies. d. objectives.

7. Question 2 • 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. Question 2 - Answer • 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. Question 3 • 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. Question 3 - Answer • 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. Question 4 • 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. Question 4 - Answer • 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. Question 5 • 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 business’s success will be ensured. • d. Customer turnover will be high, leading to increased costs of replacing customers.

14. Question 5 - Answer • 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 business’s success will be ensured. • d. Customer turnover will be high, leading to increased costs of replacing customers.

15. Question 6 • 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. Question 6 - Answer • 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. Question 7 • 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. Question 7 - Answer • 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. Question 8 • Locating potential clients is referred to as • a. a service attitude. c. prospecting. • b. follow-up. d. a sales presentation.

20. Question 8 Answer • Locating potential clients is referred to as • a. a service attitude. c. prospecting. • b. follow-up. d. a sales presentation.

21. Question 9 • 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. Question 9 Answer • 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. Question 10 • A selling activity that helps salespeople to build a clientele is • a. comparison shopping. c. commission. • b. substitute selling. d. follow-up.

24. Question 10 - Answer • A selling activity that helps salespeople to build a clientele is • a. comparison shopping. c. commission. • b. substitute selling. d. follow-up.

25. Question 11 • Which group of employees is most instrumental in building customer goodwill: • a. Managers c. Stockkeepers • b. Directors d. Salespersons

26. Question 11 Answer • Which group of employees is most instrumental in building customer goodwill: • a. Managers c. Stockkeepers • b. Directors d. Salespersons

27. Question 12 • 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. Question 12 Answer • 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. Question 13 • You successfully sell the company’s 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. Question 13 Answer • You successfully sell the company’s 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. Question 14 • A business’s well-established body of customers usually has an important impact on the business’s • a. financial success. c. increased costs. • b. vendor relations. d. recruitment process.

32. Question 14 Answer • A business’s well-established body of customers usually has an important impact on the business’s • a. financial success. c. increased costs. • b. vendor relations. d. recruitment process.

33. Question 15 • 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. Question 15 Answer • 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. Question 16 • 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. Question 16 - Answer • 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. Question 17 • 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. Question 17 - Answer • 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. Question 18 • 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. Question 18 - Answer • 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. Question 19 • Salespeople often obtain good sales leads from • a. the company. c. professors. • b. competitors. d. the industry.

42. Question 19 - Answer • Salespeople often obtain good sales leads from • a. the company. c. professors. • b. competitors. d. the industry.

43. Question 20 • The most important attitude for salespeople to possess is usually a(n) __________ attitude. • a. interesting c. passive • b. service d. unique

44. Question 20 - Answer • 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. Queston 21 • When is a salesperson’s 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. Question 21 - Answer • When is a salesperson’s 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. Question 22 • Which of the following words best describes the role of customer service in selling: • a. Presentation c. Function • b. Relationship d. Department

50. Question 22 - Answer • Which of the following words best describes the role of customer service in selling: • a. Presentation c. Function • b. Relationship d. Department