Chapter 11,12,13

what is the formula for calculating a percentage markup?

cost X make up; equal make up $and cost plus make up $ equal price

what are the six main methods for the transportation of goods?

road, rail, air, water, pipeline, digital

what is the difference between B2B selling B2C selling?

B2B is a business selling to another business appear to see is a business selling to a customer

what is the difference between quality customer service and exceptional customer service?

Quality service needs to customers needs as well as standards for customer service and potential service service and me and itsy customer needs

What are five expectations of effective advertising copy?

create intrigue, appeal to the sense, sound newsworthy, use action words, meet goals

list examples of unique selling propositions often included in advertertising

it's summarizes the features and benefits of the company are product like price, features, benefits, new items, store, location, and sales prices

what is the function of white space in layout?

add as a frame for the message it has no art or copy and it just blank mates are easy to read

what are common elements in the promotional mix

advertising, sales promotion, public relations, personal selling

list the six steps of the sales process

approach the customer determining the customer needs present the product answer the questions or objections. Close the sale provide follow up after sale.

what are the behaviors expected from customer service reps when handling unhappy customers?

be polite and friendly when greeting the customer listen to the customers issues clarify the issues to be sure that it is clearly understood offer solution to the customer

why is accuracy important in advertising

because if the ad has an error like a misspell or a miss quote, it can cause negative public relations for a business

explain the role of participation as a key element of marketing

made to talk to people on which you can make a relationship with the customer which can say some benefits that are actually that good

List three basic types of products that come from producers

natural resources, a.k.a. raw materials argicultural products finish goods

Give examples of print media advertising

newspapers, magazines

what are three ways to determine customer needs and wants

observation, questioning, listening

what are two tasks that are part of pre approach and preparing to sell?

product training and identifying potential customer

explain the purpose of following up after a sale

to ensure customer satisfaction

describe the three functions of intermediaries

transactional functions is sales and marketing logistics function is physically moving product facilitating function is selling product

list examples of customer service provider after a sale

vehicle repair and maintenance service clothing, alternations appliance delivery Innovation, convenience store hours reggie, stirrer, and personal shopper service

what is the goal of distribution

A gives end users possession of goods

Give examples of pricing strategies used for the B2B Market

Cash discount, seasonal discount and trade discount

Identify seven factors that influence the price of a product

Company goals, expenses customer perception, competition supply, demand, economic conditions, product life cycle

List examples of online support that are commonly available through websites

FAQ email support product tracking online cart

Identify Five federal agencies or offices that are involved in advertising laws and regulations

Federal trade commission, FTC, food and drug administration, FDA, federal communications commission, FCC

how can a price floor cause a surplus

If the price floor is set higher than the market price, a surplus happens because consumers will not buy the higher-priced products.

what kind of feedback my customer support person received from a customer

May I ask how they learned about the product that is being ordered?

what is the purpose of loss-leader pricing?

To lure customers in with cheap prices to get them to buy more expensive products; attracts customers to buy more

explain the importance of a business storefront as an element of visual merchandising

it reflects the image of the business

List the three categories of product elements

features, usage, protection

In what four ways services different from goods?

intangible, inseparable, variable perishable

explain the three general quality levels of products

premium, moderate value

identify example of wholesalers

purchases large amount of good skirt directly from manufacturers distributors

what are the six categories if business products

raw materials, process, materials component, major equipment, office equipment, business service

What are the six elements of the communication process

sender, message, channel, receiver, translation, feedback