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
