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Marketing Exam Review 1 Which of the following is a type of internal marketing information: A. Sales reports B. Government databases C. Public records D. Industry journals 2 XYZ Company is interested in developing, producing, and selling a new product. Before it does so, the company spends six months conducting marketing research. What are the primary advantages of this course of action? A. To predict trends and provide information to customers B. To increase costs and determine consumer dislikes C. To determine customer preferences and minimize losses D. To delay the production process and increase labor costs 3 Why is it important for businesses to obtain marketing information about economic conditions, political systems, and technological changes throughout the world? A. To eliminate trade quotas B. To understand geography C. To import products D. To remain competitive 4 Which of the following is a type of external marketing information that helps businesses make decisions: A. Purchasing records B. Demographic trends C. Customer databases D. Sales predictions 5 Useful marketing information often helps businesses to A. prevent competition. B. decrease sales. C. solve problems. D. develop ethics. 6 Which of the following is information about customers that businesses often monitor in order to make pricing decisions: A. Credit rating B. Personal character C. Buying behavior D. Supplemental income 7 The first step in deciding which information to monitor for marketing decision-making is to A. identify the information needs of the organization. B. obtain facts, figures, and other data. C. update the files as needed. D. distribute information reports to marketing managers. 8 Which of the following is demographic information that businesses might monitor when making marketing decisions: A. Income B. Opinions C. Traits D. Values 9 What type of information is often included in a salesperson's lost-business reports that a business might use to change its marketing strategy? A. Reasons for local unemployment B. Design of competitors' products C. Why customers no longer buy D. Quality of promotional materials 10 A cost-effective way for a business to monitor its competitors' activities is to A. hire a marketing-research firm. B. read their promotional literature. C. antagonize their customers. D. conduct a national opinion poll. 11 Which of the following research techniques usually answers questions related to "how many": A. Intelligence B. Quantitative C. Syndicated D. Economic 12 Which of the following is an example of a secondary source of data that a business can obtain internally: A. Trade journal B. Sales report C. Government web site D. Magazine article 13 Holding a focus group is one way for a business to collect _________ marketing-research data. A. statistical B. secondary C. complementary D. primary 14 Which of the following situations is an example of a marketing researcher obtaining secondary data: A. Ben reads a trade magazine. B. Jennifer distributes a survey. C. Marsha follows up with a customer. D. Jason interviews a client. 15 What type of research is intended to obtain detailed information about customers' opinions and experiences? A. Sampling B. Qualitative C. Observation D. Forecasting 16 The first step in the marketing research process involves A. identifying the problem. B. gathering information. C. hiring a research firm. D. organizing resources. 17 Which of the following situations indicates that a marketer should conduct marketing research to resolve a problem: A. Monitoring competitors B. Testing new products C. Losing market share D. Declining inflation 18 Which of the following statements about marketing research problems is true: A. Marketing research problems are commonly based on specific research objectives and research instruments. B. Company decision-makers typically finalize marketing research problems prior to involving marketing researchers. C. Problems that company decision-makers identify are often just symptoms of larger problems that need to be researched. D. Marketing research problems are usually only needed when marketing researchers plan to gather external information. 19 To develop a better understanding of a problem's complexity, marketing researchers often gather background information about the issue via a __________ analysis. A. situation B. competitive C. SWOT D. break-even 20 A marketing researcher is determining whether to collect data about individual consumers, households, or geographic areas. The researcher is choosing the A. marketing mix. B. relevant variables. C. data analysis method. D. unit of analysis. 21 What do businesses create to help answer the research problem? A. Activities B. Strategies C. Procedures D. Objectives 22 Because the Hubert Company is not sure how to define its marketing problem, it should begin examining the issue by A. gathering primary marketing data. B. selecting a survey format. C. analyzing the sampling error. D. conducting exploratory research. 23 An effective research approach that provides accurate information about what people do is the __________ method. A. observation B. survey C. experiment D. interview 24 What research approach do businesses often use to test new product ideas? A. Recording B. Technological C. Experimental D. Questioning 25 Which of the following is the most appropriate research approach to use when a business wants to determine how its employees interact with customers: A. Telephone interview B. Experiment C. Employee survey D. Observation 26 The goal of determining a sampling plan is to identify an accurate segment of the A. target population. B. business community. C. mass audience. D. general market. 27 When developing a sampling plan for a marketing-research project, a business must first determine A. the validity of the information. B. the size of the group it intends to survey. C. how the researchers should code the responses. D. how to predict the sample group's responses. 28 A marketer needs to collect quality control information about car batteries that a manufacturer is thinking about using on new cars. To collect the needed data, marketers have to cut the batteries in half. Which of the following is a true statement about collecting data about a sample rather than the population of batteries: A. To test the sample of batteries, marketers would collect all possible data, thereby ensuring the best research design for the problem. B. Marketers attempt to improve efficiency and decrease costs; therefore, they would choose to collect data on the population of batteries. C. Marketers recognize that it's too time consuming to collect data about a sample; therefore, they would want quality control data on the population. D. To test the population of batteries, marketers would need to dismantle all of the batteries, thereby leaving no batteries available to go on the cars. 29 When marketers sampled 100 15-year-old girls, they found that they all were 5 feet 2 inches tall. What type of sampling error contributed to this finding? A. The way the question was asked B. Interviewer bias C. Non-response D. Chance 30 A university is considering changes to its business administration degree. To obtain feedback on the idea from students, the university selects a sample of business majors who are seniors. What type of sampling did the university use? A. Cluster B. Proportionate C. Stratified random D. Simple 31 What is the advantage in using personal interviews to collect marketing data? A. Limited interaction B. Slow collection rate C. High flexibility D. Biased interviewer 32 Which of the following is a method used to obtain primary market research: A. Focus groups B. Search engines C. Government publications D. Industry periodicals 33 Which of the following data-collection methods obtains product information during the pointof-purchase process: A. Volume-tracking scanner B. Photographic scanner C. E-mail survey D. Statistical survey 34 Orson, a researcher, is asking a customer a series of questions during a scheduled meeting. Orson is using the __________ method to collect marketing data. A. relational B. interview C. observation D. contact 35 Trade-association web sites and online libraries are Internet sources from which marketing researchers obtain A. internal data. B. primary data. C. secondary information. D. classified information. 36 Tying agreements may violate laws in some countries because these types of arrangements tend to A. increase taxes. B. reduce competition. C. decrease conflict. D. exaggerate demand. 37 Which of the following Internet-based marketing-research methods is most likely to raise an ethical issue regarding the users' right to privacy: A. Banner ads B. Scan portals C. Browsers D. Cookies 38 Which of the following is an example of a business using the illegal tactic of bait-and-switch advertising: A. Selling certain items at a discounted price B. Offering a low-priced item to eliminate competition C. Agreeing with competitors to sell an item for a certain price D. Promoting a low-priced item to sell a more expensive item 39 A computer manufacturer offers customers who pay for their computers over a period of time, the opportunity to upgrade to a new machine at the end of the contract. This is an example of an ethical solution to the problem of A. planned obsolescence. B. sales forecasting. C. product positioning. D. overproduction. 40 One situation in which it might be considered unethical for businesses to use advertising characters that appeal to children is if the businesses are advertising A. luxury services. B. expensive toys. C. low-quality goods. D. adult products. 41 By offering mail-order services, telephone-order services, and delivery services, marketers are A. providing a wider variety of products. B. maintaining reasonable prices. C. improving the quality of life. D. making buying convenient. 42 One of the ways in which marketing benefits people is by improving their A. standard of living. B. community relations. C. planned economy. D. family ties 43 To improve a business's effectiveness in providing customer satisfaction, the business's marketing activities and its other business functions should be A. coordinated. B. contrasted. C. eliminated. D. publicized. 44 Because of customer requests, a business decides to reorder a product that it had stopped selling. The business is using the A. promotional-mix concept. B. marketing concept. C. production process. D. distribution process. 45 Without marketing, people would need to be A. self-controlled. B. self-sufficient. C. self-confident. D. self-assured. 46 Which function of marketing determines how much gross profit a business will make on a good or service? A. Pricing B. Distribution C. Promotion D. Risk management 47 What marketing function helps marketers decide to whom to sell? A. Pricing B. Product/Service management C. Financing D. Marketing-information management 48 Which of the following statements is true about marketing functions: A. The marketing functions are important to producers but not to consumers. B. Some of the marketing functions are much more important than others. C. Marketing functions work together to get products from producers to consumers. D. Each of the marketing functions is independent of the others. 49 Businesses often use promotional campaigns to create or improve their A. image. B. credit. C. safety. D. displays. 50 A business that sends discount coupons to potential customers is using the __________ function of marketing. A. product/service management B. financing C. selling D. promotion 51 Business goals are accomplished by means of marketing A. budgets. B. strategies. C. profit. D. salespeople. 52 Which of the following is a consideration in the place element of marketing: A. Offering warranties or guarantees B. Choosing distribution channels C. Using sales promotion D. Extending credit to customers 53 A marketer who changes the product element in the marketing mix should re-evaluate the other marketing elements because the elements are A. detached. B. independent. C. unique. D. interrelated. 54 What product factor should a business consider when selecting a good or service to offer its customers? A. Channels of distribution B. Level of quality C. Availability of credit D. Types of inventory control 55 Which of the following elements of the marketing mix are businesses considering when they answer the question of how much of a product to order: A. Place B. Price C. Product D. Promotion 56 Scuba diving gear is an example of a product that would be marketed to a(n) __________ market. A. specific B. general C. mass D. unlimited 57 Customers in cold climates who need warm clothes are an example of which of the following market segments: A. Occupational B. Psychographic C. Behavioral D. Geographic 58 In order for a market to exist, consumers must have an unfulfilled desire for a product and A. have financial resources. B. know where the product is sold. C. know who makes the product. D. have a specific brand preference. 59 A home-improvement supply company targets its advertising to plumbers, carpenters, mechanics, and electricians. This business has segmented the market based on A. income. B. age. C. occupation. D. gender. 60 ABC Inc. sells very expensive products that the average consumer cannot afford. Which form of demographic segmentation would be the most appropriate to use when directing promotional efforts to the target market? A. Age B. Income C. Occupation D. Life stage 61 What type of information do businesses include in their marketing plans? A. Pricing strategies B. Billing methods C. Payroll systems D. Accounting procedures 62 One of the main reasons for developing a marketing plan is to identify the strategies necessary to achieve the marketing A. objectives. B. functions. C. mix. D. share. 63 Why do businesses develop marketing plans? A. To provide quality service B. To expand the distribution system C. To attract the target customer D. To prepare a revenue statement 64 Which component of the marketing plan summarizes the environmental conditions that can affect a business's marketing activities: A. Conditional assessment B. Diagnostic summary C. Situational analysis D. Environmental synopsis 65 The Radnor Company outlined the specific activities and timelines it plans to use to accomplish its marketing goals. In which section of the marketing plan is this information placed? A. Situation analysis B. Implementation C. Objectives D. Executive summary 66 Can prices be set too low? A. Yes; customers may feel quality is too high. B. No; the lower the price, the more willing the customer is to buy. C. Yes; customers may feel quality is too low. D. No; the lower the price, the greater the product's appeal. 67 In which of the following businesses would a separate department most likely be responsible for establishing prices: A. Small boutique B. Local clothing store C. Hair salon D. Chain store 68 When companies increase the quality of materials used in the production of their products, their prices will tend to be A. the same. B. higher. C. lower. D. reduced. 69 A characteristic of effective prices is that they must be A. inflexible. B. competitive. C. high. D. low. 70 Which of the following costs do businesses usually include in the price of their products: A. Orientation B. Inflation C. Regulations D. Transportation 71 An advantage of profit-oriented pricing is that the business A. can be more competitive. B. knows what prices will be most profitable. C. is more likely to achieve its profit goals. D. is focused on making money. 72 Which of the following is most likely to raise the price a business charges for its products: A. The business reduces the level of inventory. B. A new law increases minimum wage. C. Several workers are laid off. D. Efficiency is increased at the business. 73 The strawberry crop was severely damaged by a late frost this year. The selling price of a quart of strawberries has been set 50¢ higher this year than last. Which of the following factors affected the price of strawberries: A. Costs of production B. Supply and demand C. Competition D. Product life cycle 74 Which of the following is an external factor that affects selling price: A. Variable costs B. Marketing objectives C. Economic conditions D. Production expenses 75 Why do some new companies set their selling prices as low as they can? A. To eliminate all possible competition B. To get market share as fast as possible C. To earn a high return on investment D. To quickly make a large profit 76 Which of the following is the correct sequence of steps in the development of new products: A. Idea generation, product screening, concept testing, test marketing, commercialization B. Concept testing, idea generation, product screening, test marketing, commercialization C. Commercialization, test marketing, idea generation, product screening, concept testing D. Product screening, idea generation, concept testing, commercialization, test marketing 77 Which of the following controls such new-product considerations as warranties and safety standards: A. Stages in product life cycles B. Product characteristics C. Market-research studies D. Government regulations 78 One way that product/service management benefits marketing is by helping to decrease A. business risk. B. profits. C. sales. D. financial success. 79 One way that some businesses obtain new products to add to their product line is by A. consolidation. B. implementation. C. acquisition. D. syndication. 80 Costs and available resources are especially important factors for product/service managers to examine during which phase of product/service management? A. New-product development B. Elimination of weak products C. Idea generation D. Monitoring of existing products 81 Which of the following is a way a business can set up a product line: A. Trading up B. Depth C. Customer group D. Width 82 A business has extended its inexpensive product line to include larger, more expensive models. This is an example of the product-mix strategy known as A. trading-down. B. trading-up. C. alteration. D. positioning. 83 In order to increase its chances of success, a small, specialized business should stress its A. low-turnover items. B. variety of lines and prices. C. merchandise depth over breadth. D. low-profit items. 84 Which of the following is an example of a product line: A. Notebooks, scratch pads, and stationery B. A double cheeseburger C. An automobile tire D. Candy, games, and shampoo 85 A salon recently added nail services to its product mix. This strategy is called A. expansion. B. contraction. C. trading up. D. alteration. 86 Businesses often prefer to buy goods that have been inspected and graded because they A. are costly to distribute. B. store longer in inventory. C. are more expensive. D. meet specific standards. 87 The Food and Drug Administration sets standards for all drugs that are sold in the United States, either by prescription or over-the-counter, for the purpose of A. controlling markets. B. publicizing products. C. safeguarding consumers. D. establishing prices. 88 The MNO Company sets a performance standard that says it will deliver its customers' orders within 48 hours. This is an example of a __________ standard. A. time B. quality C. cost D. quantity 89 What product would most likely be subject to a governmental grading process prior to distribution? A. Canned fruit B. Athletic footwear C. CD player D. Lawn mower 90 Employees who waste materials have a negative effect on a business's __________ standards. A. sales B. time C. work D. cost 91 A company has promised that it will meet any competitor's advertised price. This kind of guarantee will benefit the business by A. increasing profits for the business. B. giving the business a customer-oriented focus. C. reducing consumers' anxiety about purchases. D. providing feedback from customers. 92 Purchasers of the Super Veggie Cutter are dissatisfied because the product does not perform as promised in television ads. The seller can be held responsible because its advertising included a(n) __________ warranty. A. limited B. express C. full D. implied 93 Mr. and Mrs. Inkwell purchased a bookshelf stereo system that was completely covered by a one-year warranty. After six months, one of the speakers no longer worked. When the Inkwells returned one speaker, what kind of warranty applied to the speaker? A. Limited B. Unethical C. Full D. Government 94 What do businesses often consider when developing service guarantees? A. How often a complaint will be filed B. What employees are willing to provide C. The many restrictions to include D. What customers think is important 95 Donna's new refrigerator came with a five-year written warranty on the cabinet liner and refrigerating system. This is an example of a(n) ______________ warranty. A. express, full B. express, limited C. implied, limited D. implied, full 96 Consumers tend to buy brands they feel good about because such purchases A. are based on rational buying motives. B. reinforce the company's image. C. ensure their total satisfaction. D. give them a sense of comfort. 97 A benefit to the business of branding is that a successful brand A. makes a business financially successful. B. does not need to be positioned. C. reinforces a positive company image. D. is usually priced lower than a generic item. 98 Robney Corporation, a candy manufacturer, is using advertising and coupons to introduce the "Wacky Bar," a new candy bar. The company is trying to create brand A. recognition. B. quality. C. performance. D. insistence 99 Some people who drink Pepsi or Coke will not drink any other kind of soda. This stage of brand loyalty is known as brand A. positioning. B. recognition. C. insistence. D. preference. 100 Consumers often look for familiar brands to buy because of the brands' A. product category. B. market share. C. predictable quality. D. descriptive names. 101 A characteristic of the growth stage of a product's life cycle is A. declining distribution. B. rising sales. C. increasing costs. D. beginning obsolescence. 102 Why does a company need to know what stage of the product life cycle its products are in? A. To find new uses for the product B. To adapt its marketing strategies C. To predict the length of the life cycle D. To prevent imitators from entering the market 103 Why do businesses often try to develop new uses for established products that are beginning to lose market share? A. To reduce selling expense B. To extend their life cycle C. To monitor public awareness D. To reinforce their features 104 In which stage of the product life cycle would a business decide to discount its products to appeal to a different market segment, if sales have been steadily decreasing: A. Decline B. Maturity C. Withdrawal D. Alteration 105 During which stage of a product's life cycle is a company likely to use promotional campaigns to emphasize product characteristics in order to create demand: A. Maturity B. Introductory C. Decline D. Growth 106 What elements of the marketing mix are being used when a business positions a product by using high price as a sign of quality? A. Price only B. Price and promotion C. Price and product D. Price and place 107 A well-known company developed the first tissues that were enhanced with lotion. What strategy was most likely used to initially position the product in the marketplace? A. Image B. Competition C. Price D. Benefits 108 A mid-priced automobile company provides customers with free transportation while their cars are being repaired. What attribute is the company using to gain the competitive advantage? A. Loyalty B. Safety C. Service D. Performance 109 When a business emphasizes a product's degree of excellence, it is positioning the product by its A. competition. B. quality. C. market. D. skill. 110 If the XOB Company wants to emphasize the advantages of its product in comparison to similar products in the marketplace, it should position its product in relation to A. markets. B. consumers. C. competitors. D. applications. 111 Corporate brands are built on all the associations and experiences A. companies have about other industries. B. businesses have about and with each other. C. consumers have toward a business or product. D. consumers have about things they want to buy. 112 What is the purpose of brand cues? A. To help customers avoid inferior products B. To connect many brands to one another C. To remind customers of a brand's values and qualities D. To make one brand better than another 113 Why should businesses cultivate their touch points? A. Consumers select brands based on which ones have the most touch points. B. Well-developed touch points guarantee the success of the business. C. Businesses get significant tax breaks based on touch points. D. Each touch point is an opportunity to reinforce the brand with customers. 114 How do companies make brand promises to their customers? A. They fulfill special requests for customers. B. They provide customers with a sworn statement. C. Salespeople verbally make brand promises to each customer. D. They meet or exceed customer expectations on a consistent basis. 115 Why are the individuals in a business considered the "drivers" of brands? A. They often have excellent skills in developing brand names and logos. B. Ideally, they demonstrate brand values to customers in everything they do. C. They usually come from bigger companies and bring brand values with them. D. They alone decide what the brand's values and promise will be. 116 A long-range benefit that a business may derive from promoting its company image is A. reduced expenses. B. new customers. C. immediate sales. D. customer loyalty. 117 The way in which the promotional message is communicated should be A. selected by the market. B. suited to the product. C. different each time. D. the same in each case. 118 One of the reasons for using promotion is to __________ goods and services. A. guarantee B. deliver C. help sell D. display old 119 Consumers may be hesitant to believe information in ads for a good or service because advertising A. is directed toward a mass audience. B. is intended to be misleading. C. raises the price of the product. D. is necessarily biased. 120 Promotion is thought of as being at the heart of marketing because it allows sellers to A. bypass middlemen such as retailers. B. distribute products to a larger market. C. bring new products to market. D. communicate the benefits of products to buyers. 121 A company's sponsorship of a free cholesterol test for the community is an example of __________ promotion. A. secondary B. product C. primary D. corporate 122 An advantage of promotional activities is that they contribute to economic growth through increased A. education of the consumer. B. purchases and jobs. C. use of colorful ads. D. introduction of new products. 123 The promotion of baseball-nut ice cream during baseball season would be classified as __________ promotion. A. public-service B. product C. patronage D. institutional 124 What is one way that promotional activities benefit consumers? A. Create controversy B. Support advertising C. Influence sales D. Increase awareness 125 A local car company just expanded and needs to develop a primary product promotion for its cars. Which line of cars would benefit the most from this type of promotion? A. Oldest line of cars B. Best-selling line of cars C. Safest line of cars D. New line of cars 126 Which of the following is an example of a sales promotion activity: A. Running a newspaper ad B. Holding a contest C. Obtaining publicity D. Using personal selling 127 Which of the following is a primary factor that affects a company's choice of promotional mix elements: A. Geographic location of the company B. Characteristics of the company's product C. The media used in the industry D. Total number of employees 128 If a manufacturer has chosen to advertise on national radio and in magazines, which of the following factors has influenced the promotional mix: A. Need for face-to-face promotion B. Geographical location of the market C. Limited promotional funds D. Technical aspects of the product 129 Cookie's Palace, a new boutique for children, wanted to attract more customers. The manager planned a puppet show, a new window display, and bought balloons to give to children. This is an example of A. publicity. B. sales promotion. C. advertising. D. personal selling. 130 A company wants consumers to try out its newest product. What type of promotion would be most effective for the company to use? A. Publicity B. Coupons C. Free samples D. Advertising 131 Which of the following types of media may include catalogs: A. Direct mail B. Out-of-home C. Broadcast media D. Transit media 132 Which of the following is an advantage of newspaper advertising: A. Short life B. High waste circulation C. Broad coverage D. A captive audience 133 Newspapers and magazines are sometimes referred to as __________ media. A. space B. broadcast C. time D. out-of-home 134 A print medium that is low in cost, has a short lead time, and usually covers an entire metropolitan area is A. television. B. radio. C. magazines. D. newspapers. 135 Which of the following is an example of specialty advertising: A. Giving customers pens with the business's name B. Distributing product samples in the store C. Running a full-page advertisement in the local newspaper D. Locating a point-of-purchase display by the cash register 136 Selling that meets customers'/clients' needs contributes to the A. relative price of products. B. national debt. C. size of the target market. D. success of the business. 137 Products that are sold to the individual(s) who will make personal use of them are being sold for A. ultimate consumption. B. eventual resale. C. industrial purposes. D. promotional purposes. 138 A salesperson who explains to a customer the features and benefits of several types of 35mm cameras in stock is demonstrating good A. creativity. B. probing. C. product knowledge. D. ethical standards. 139 Which of the following is an example of a product's being sold to an organization for use in producing other goods: A. A retailer sells office furniture to an advertising firm. B. A retailer sells a sewing machine to a professional seamstress. C. A teenager mows his neighbor's lawn for $20. D. A distributor sells hundreds of comics to a comic-book store. 140 Which of the following is an example of a product's being sold without the use of an intermediary: A. A tanning salon B. A Mary Kay cosmetics party C. A construction-supply distributor D. A car-rental agency 141 The phase of the selling process that includes writing up the order is A. reaching closure. B. prescribing solutions. C. discovering needs. D. establishing relationships. 142 A salesperson can discover customer needs during the sales process by A. conducting a good product demonstration. B. using suggestion selling. C. skillful questioning and careful listening. D. showing the customer a small selection of products. 143 Checking on delivery or supervising the installation of a product are activities involved in the __________ phase of the selling process. A. prospecting B. follow-up C. discovering needs D. finding solutions 144 An important purpose of the sales talk as a step in the selling process is to A. demonstrate the salesperson's selling skills. B. convince the customer of the product's benefits. C. provide a minimum amount of product information. D. close the sale as quickly as possible. 145 Which of the following is an example of a salesperson reaffirming the buyer-seller relationship: A. "I understand your financial concerns, but remember that the investment value will quadruple within six months." B. "You've made an excellent choice in carpeting, Mr. Jones." C. "Shall I order three dozen of each appetizer for your reception, Mrs. Hanover?" D. "In what types of publications does your company place full-color print advertisements each year?" 146 What type of product information might a salesperson be able to obtain from a manufacturer's representative? A. What inventory method to use B. What credit terms are available C. How the product became popular D. How the product is made 147 Which of the following is one of the most accessible and reliable internal sources of product information: A. Trade association members B. Experienced salespeople C. Government representatives D. Consumer protection advocates 148 The best use a salesperson can make of information found on the products s/he sells is to A. answer customers' questions in the sales presentation. B. find out what is in stock and where it is located. C. know which items are selling best and who is buying them. D. decide how much an item will be marked down at a future time. 149 Descriptive terms on a product's label, such as water-repellent and chrome-plated, refer to the product's A. safety. B. care. C. size. D. finish. 150 When a company's promotional materials are used as sources of selling information, a salesperson may need to A. call the manufacturer's representative. B. use his/her own personal experience. C. ask other salespeople for help. D. sort out useful selling facts. 151 One way that salespeople develop and maintain positive relationships with customers is by providing excellent A. sales management. B. customer service. C. opportunities. D. demonstrations. 152 Maggie is in the market for a new stove, and Jan recommends Appliance World because she has purchased three different appliances there and the company backs up its promises. This is an example of which benefit of customer service? A. Convenience B. Profit motive C. Spirit D. Reputation 153 Which of the following is an example of a customer-service function: A. Extended delivery hours B. Monthly sales reports C. High interest rates D. Sales prospecting 154 How can salespeople maintain a positive, ongoing selling relationship with their customers? A. Ask customers for product testimonials B. Handle and resolve problems promptly C. Promise the customer additional services D. Conduct follow-up activities every week 155 Quality customer service builds profits through existing customers by generating A. compliments. B. repeat business. C. discounts. D. product demonstrations. 156 A major reason for businesses to try to build a clientele is that a loyal clientele A. provides continuing sources of new workers. B. gives the business a new image. C. attracts well-to-do customers. D. leads to repeat business. 157 In order to build a clientele for a business, it is important to A. know your customers personally. B. change the product mix frequently. C. provide friendly, courteous service. D. provide a wide variety of services. 158 Which of the following responses would maintain the loyalty of a customer who has asked you for an item that is not on the sales floor, but you know is in the back room: A. Ask the customer to come back later. B. Suggest the customer try a similar item. C. Ask the customer to wait while you get the item. D. Promise to call the customer when you find the item. 159 What effect does building a clientele have on selling costs? A. Reduces them because making a repeat sale costs less than making an initial sale B. Increases them because salespeople earn less in bonuses and commissions C. Reduces them because salespeople earn more in bonuses and commissions D. Increases them because making an initial sale costs more than making a repeat sale 160 When other salespeople and industry trade groups assist a company in locating new clients, the company is using A. unethical practices. B. external sources. C. company leads. D. personal sources. 161 Management may prevent any negative effects of selling policies by ensuring that the policies do not A. have flexibility. B. restrict the salesperson's normal authority. C. have to be in writing. D. address both internal and external factors. 162 Federal and state governments regulate businesses and their sales policies in order to A. prevent competition. B. protect consumers. C. control prices. D. promote discrimination. 163 Which of the following is an area that might be covered by a selling-activity policy: A. Offering a discount B. Arranging for credit C. Entertaining the customer D. Scheduling product installation 164 A company implements customer credit limits and payment requirements. These guidelines or rules are part of the company's __________ policies. A. selling-activity B. terms-of-sale C. adjustment D. service 165 Why is it important for selling policies to have a bit of flexibility? A. To make an occasional exception B. To interpret them differently C. To provide special treatment D. To decide which ones to enforce 166 Implementing an electronic data interchange (EDI) system benefits businesses because it A. duplicates the data entry process within the supply chain. B. increases the use of artificial intelligence systems. C. improves the speed and accuracy of information flow. D. allows trading communities to establish linear distribution strategies. 167 One advantage of using certain software programs in the process of determining price is that these programs allow businesses to find out what effect different prices will have on the A. bottom line. B. target market. C. competition. D. operating cost. 168 Which of the following is a type of software program that businesses often use to plan, modify, or customize products: A. Photo management B. Computer-aided design C. Freeform application D. Remote access 169 Which of the following is the most efficient, cost-effective way for a business to promote goods and services to customers who want to receive product information: A. Indirect mail B. Direct mail C. Spam e-mail D. Opt-in e-mail 170 Caroline is unable to travel to a client's office but needs to demonstrate product features and be able to answer questions as they arise. What technology tool would be helpful to her in making a sale? A. PowerPoint presentation on CD B. High-tech sales-support office C. Cell phone with wireless faxing D. Web presentation combined with a teleconference