Unit 2 Maketing

$552.63

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?

Ask an available, experienced employee

Geri asked a salesperson about some features of the new Samsung Android cellular telephone. Since the salesperson was not aware of the features, what should he do?

Joe because he will get more repeat business

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?

Making a brand promise

John communicates through all advertisements that his employees go through extensive training. What is John doing?

Adding utility

Through sales, products are transferred to consumers who can then use them. This is an example of what role of selling?

Providing ample product information

Which is a pre-sale opportunity for salespeople to provide customer service?

A customer buys a toaster and assumes it will toast bread.

Which is an example of an implied warranty?

Requiring employees to respond to customer inquiries within 24 hours

Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?

$68.09

A 589-pound shipment is sent by motor freight at a rate of $11.56 per 100 pounds. What are the shipping charges?

provide the customer.

A business's brand promise is what the business intends to

$16.74

A chair was purchased for $279.00, and the tax rate is 6%. What is the amount of tax?

Ask an available, experienced employee

A customer asks a specific product question that a new salesperson cannot answer. What should the new salesperson do?

Express

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.

Ask your coworker for the information as soon as his/her customer leaves.

A customer interested in buying an expensive product asks a question you can't answer. The customer leaves without buying but promises to come back later. The only other person on hand who has the information you need is a coworker who is helping a customer. What should you do?

Suggesting a specific computer to the customer

After learning that a customer is interested in a computer that can produce sophisticated graphics, what should be the salesperson's next step?

government agencies.

Any business that transports goods across state lines must comply with standards set by

True, this is an important step for all salespeople.

Determine whether the following statement is true or false: All salespeople should use the step of the selling process in which a relationship is established with the customer

What's in it for me?

Josh wants to know more about the benefits of his new iPad. What about the iPad does he want to know?

reaching closure.

The phase of the selling process that includes writing up the order is

Robinson-Patman Act

What antitrust regulatory act would prevent a business from randomly offering discounts to whomever it chose?

Live up to their promises

What can salespeople do to maintain good relationships with existing customers?

Learn the features unique to the brands s/he sells

What does a salesperson need to do to be successful in selling?

Pre-installed software saves money.

What is a product benefit that a salesperson might point out to a customer who wants to buy a computer?

To protect the producer and the seller

What is a purpose of warranties and guarantees?

Calling to make sure the products are satisfactory

What is an effective follow-up activity that salespeople can use to provide good service and develop strong relationships with customers?

Jack politely asks if his customer would like a beverage while s/he waits for car service.

What is an example of an employee reinforcing a firm's image through his/her job performance?

Financial resources

What is an internal factor that affects the selling policies of a business?

Follow the business's selling policies

What should a salesperson do when dealing with a customer who wants to return an unsatisfactory item?

Ask the customer to buy

What should a salesperson remember to do during the closing phase of the selling process?

How the product is made

What type of product information might a salesperson be able to obtain from a manufacturer's representative?

Lose credibility

What will probably happen to a business if it continuously fails to deliver on its brand promise?

Making a brand promise

When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?

voluntary

When products are graded by nongovernmental agencies, the grading is

What's in it for me?

When salespeople explain the benefits of a technical product, what questions are they answering for customers?

Enforced with reasonable firmness

Which of the following is an appropriate characteristic for a firm's selling policies:

Research efforts

Which of the following is an internal factor that might have an effect on a business's selling policies:

Sizing up the customer

Which of the following is part of establishing relationships with customers:

To promote product safety

Why do many professional organizations develop standards for their members to follow?

To control expenses

Why would a business develop policies to limit the amount of money that salespeople could spend taking customers to lunch or dinner?

Product and client

By what will the emphasis put on each phase of the selling process vary most significantly?

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?

Provides a quick reference to the salesperson about the product

How does a feature-benefit chart help a salesperson?

It enables customers to buy without having to inspect each product.

How does the use of grades and standards affect the buying and selling process?

training its employees.

One way a company can reinforce its image is by

thorough knowledge of the products.

One way of reinforcing the company's image through employee performance is by making sure employees have

Implied

Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?

repeat business.

Using selling to satisfy customers' needs or desires should ensure that the salesperson and the business will both benefit over time from