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MarketingStudyGuide.
2.01
| Question | Answer |
|---|---|
| What does a salesperson need to do to be successful in selling? | Learn the features unique to the brands s/he sells. |
| Joe is a salesperson who will sometimes forgo a sale in order to satisfy a customer's needs. Carol always attempts to close a sale at all costs. Who is likely to be the more successful salesperson? | Joe because he will get more repeat business |
| What can salespeople do to maintain good relationships with existing customers? | Live up to their promises |
| What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers? | Calling to make sure the products are satisfactory |
| 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? | Calling to make sure the products are satisfactory |
| Which is a pre-sale opportunity for salespeople to provide customer service? | Providing ample product information |
| What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item? | Follow the business's selling policies |
| What is an internal factor that affects the selling policies of a business? | Financial resources |
| What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error? | Make sure the mistake is corrected |
| What should employees do to maintain a customer-service mindset? | Devote their full attention to customers |
| Question: How do service-oriented companies often improve their levels of service? | By requesting input through employee and customer surveys |
| 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 |
| A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do? | Make sure you clearly understand customers' inquiries |
| What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back? | Ask the customers when it would be convenient to call them |
| What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? | Offend the clients |
| Jami researched her international customers' buying behanior. Jami wanted to be sure she did make the common mistake to do which of the following actions? | Offend the clients |
| What should help businesspeople adapt their communication styles to appeal to clients from other cultures? | Being patient, flexible, and empathetic |
| What is a factor that affects a business's selection of policies to guide its operations? | Nature of the business |
| What is one of the purposes of having business policies? | To make sure the business's actions are consistent |
Created by:
qwill55
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