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. 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 business’s 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 business’s 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 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. 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. 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. 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. 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 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. 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. 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