Download Marketing Exam Review 1 Which of the following is a type of internal

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