| A | B |
|---|
| What is one of the benefits to a business of reinforcing service orientation through communication? | Builds positive relationships with customers |
| What is a guideline for employees to follow in handling customer inquiries? | Make sure you clearly understand customers' inquiries |
| What should salespeople do when they must cope with customers who are being disagreeable? | Listen patiently and try to stay calm |
| What kind of customer would make the following statement: "I must compare the different shades of color and fabrics available for a new comforter set." | Slow/Methodical |
| What is a cost associated with customer complaints? | Loss of sales |
| Which of the following would be the most likely cause of customer complaints? | Product quality |
| What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint? | Restate the complaint |
| When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? | Making a brand promise |
| What will probably happen to a business if it continuously fails to deliver on its brand promise? | Lose credibility |
| Disagreeable customers do not want you to rush. They like it when salespeople move slowly and methodically | False |
| Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is | impatient. |
| Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Stacey’s customer is | leave-me-alone. |
| Why would a company use a broad product mix? | to promote one-stop shopping |
| Every menu item at El Ranchito is considered part of El Ranchito’s product? | mix |
| It’s okay to openly disagree with a disagreeable customer. They want brutal honesty more than anything else. | False |
| The number of items within a product line is referred to as? | depth |
| Proctor & Gamble offers 21 different product lines. This refers to P&G’s? | width |
| “Your money back if you are not satisfied” is an example of a? | guarantee |
| A promise made by the seller to the consumer that the seller will repair or replace a product that does not preform as expected? | warranty |
| Never ask advice from domineering/superior customers. They’ll think you’re “wimpy” and won’t respect you | True |
| How does the use of grades and standards affect the buying and selling process? | It enables customers to buy without having to inspect each product |
| Why do many professional organizations develop standards for their members to follow? | To promote product safety |
| Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled? | Implied |
| Be sure to show slow/methodical customers many choices right away. They need to see a variety to help them decide. | False |
| 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 | Express |
| What is a purpose of warranties and guarantees? | To protect the producer and the seller |
| 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 year, there were 50 reports of infant injuries. What legal action will Harrison Stroller Company have to face? | Product liability |
| You shouldn’t be afraid to argue with suspicious customers. They’ll respect that you’re not afraid to “mix it up” with them. | False |
| After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step? | Suggesting a specific computer to the customer |
| 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 distributed as consumer products. To correct this problem, what action should the company take? | Product recall |
| With a suspicious customer, patiently demonstrate benefits and guarantees as many times as it takes. | True |
| Why would a business use a broad product mix? | To promote one-stop shopping |
| Dishonest customers should be confronted directly. | False |
| What does a salesperson need to do to be successful in selling? | Learn the features unique to the brands s/he sells |
| What can salespeople do to maintain good relationships with existing customers? | Live up to their promises |
