study guide
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| What does a salesperson need to do to be successful in selling? | show 🗑
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| show | Joe because he will get more repeat business
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| show | Live up to their promises
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| show | Calling to make sure the products are satisfactory
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| George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her? | show 🗑
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| Which is a pre-sale opportunity for salespeople to provide customer service? | show 🗑
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| What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? | show 🗑
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| What is an internal factor that affects the selling policies of a business? | show 🗑
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| show | Make sure the mistake is corrected
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| What should employees do to maintain a customer-service mindset? | show 🗑
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| How do service-oriented companies often improve their levels of service? | show 🗑
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| show | Builds positive relationships with customers
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| show | Make sure you clearly understand customers' inquiries
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| A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do? | show 🗑
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| show | Ask the customers when it would be convenient to call them
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| What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? | show 🗑
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| show | Offend the clients
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| What should help businesspeople adapt their communication styles to appeal to clients from other cultures? | show 🗑
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| show | Nature of the business
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| show | To make sure the business's actions are consistent
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| What should salespeople do when they must cope with customers who are being disagreeable? | show 🗑
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| show | Slow/Methodical
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| What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time." | show 🗑
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| What is a cost associated with customer complaints? | show 🗑
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| show | Product quality
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| What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint? | show 🗑
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| Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next? | show 🗑
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| show | Yes, because the salesperson does not have an opportunity to handle the complaint.
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| Why would a business use a broad product mix? | show 🗑
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| Which of the following is a reason that a business would make changes to its products? | show 🗑
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| show | It enables customers to buy without having to inspect each product
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| show | To promote product safety
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| show | A customer buys a toaster and assumes it will toast bread.
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| Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled? | show 🗑
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| A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ________________ warranty. | show 🗑
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| show | To protect the producer and the seller
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| Harrison Stroller Company manufactures baby strollers. The business launched a new stroller line in hopes of increasing its market share. The new model featured neon, plastic, musical toys on the front bar of the stroller. By the middle of the first ye | show 🗑
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| Question: Lakeview Manufacturing produces canned tuna fish for consumers and pets. After the company decided to expand its market to three additional states, it discovered that the pet products were labeled incorrectly. They had been packaged and distr | show 🗑
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| When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? | show 🗑
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| show | Making a brand promise
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| show | Lose credibility
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| What is an example of an employee reinforcing a firm's image through his/her job performance? | show 🗑
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| Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business? | show 🗑
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| What type of product information might a salesperson be able to obtain from a manufacturer's representative? | show 🗑
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| A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do? | show 🗑
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| show | Ask an available, experienced employee
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| How does a feature-beneft chart help a salesperson? | show 🗑
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| What is a product benefit that a salesperson might point out to a customer who wants to buy a computer? | show 🗑
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| show | What's in it for me?
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| Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know? | show 🗑
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| After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step? | show 🗑
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| By what will the emphasis put on each phase of the selling process vary most significantly? | show 🗑
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| What should the salesperson do when s/he is helping a customer and another customer enters the selling area? | show 🗑
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| show | -"Brand X is on sale today."
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| show | Use questioning statements
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| show | Use questioning statements
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| On what does the speed of asking customers questions depend? | show 🗑
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| What is good advice for a salesperson to follow when questioning customers? | show 🗑
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| show | Comparable features
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| Judy sold customers substitute computers for the iPad. What should she explain to th customers about the substitute computers? | show 🗑
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| show | Criticized the original request
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| A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do? | show 🗑
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| show | Hold the item for the original customer and offer to place an order for the new customer
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| What is often one of the first steps in processing an incoming telephone order? | show 🗑
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| show | Obtaining customer's name
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| show | Checking product availability
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| show | -$68.09
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| A customer purchased dining room furniture that retails for $750.00 at 33% off. The sales tax rate is 5%, and delivery is $25. What is the total cost of the purchase? | show 🗑
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| How much should be charged to ship a 47-pound package to California from Utah based on the delivery chart provided in Figure 2.09A? | show 🗑
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Created by:
ehow1994