Marketing Principles 1st Semester Exam

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

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

If you are ask too many questions but don't know the customer's need or want, what can you do?

Company ______________________________ is essential for the success of the marketing concept.

What is a business doing if it pledges to provide its customers with quick, courteous service?

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

What type of info should employees be able to locate in their company's employee handbook?

What should a salesperson do when a 2nd customer comes while helping another customer?

Which marketing function involves coming up with a new product?

What happens to businesses who fails to follow through on its brand promise?

When giving a presentation, why would you want to use graphic aids?

A ___________ graphic is used when you want to show a sequence of events in chronological order.

Open-minded questions avoid _____.

When a co-worker disagrees with a suggestion that you have, what should you do next?

When showing company's sales figures in a report, ________________ visual aid should you use to show this.

What is the best way to find out why someone has called a business?

Salespeople provide the most valuable service to customers when they help them

What type of info about policies and procedures do employees often get from an internal report?

What is at the center of all marketing activities?

Brand names are useful in selling because many brand-name products

When an employee has an idea criticized, how should they take the comments?

How does it benefit a salesperson to not sell a product in order to satisfy a customer's needs?

Retailers often sell brand-name products to

Who'd say "I don't know which my wife would like. I had better come back at another time."

Applying the customer-orientation element of the marketing concept enables the business to

____ is a way of speaking to a selected target audience to effectively communicate information.

Which of the following affects a business's selection of policies to guide its operations?

What marketing professional is responsible for creating the new package for a product?

You can gain confidence when speaking to others by doing which of the following?

The amount of time and effort put into each phase of the selling process varies by _________.

What is a guideline for employees to follow in handling customer inquiries?

What's wrong with this reply to an item request, "It's poorly made. Get this one for $20 more."

Salespeople encouraging customers to __________ products to get them to feel like they own it.

If a customer yells at you because of an error, how can you show a customer-service mindset?

When organizing information to present in a business report, it is effective to

What type of product info might a salesperson obtain from a manufacturer's representative?

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

What should a businessperson not do to adapt their communication to appeal to foreign clients?

Policies help employees deal with customers the same way in situations so that employees will

A customer asks a you about Sunday's ad, what would you use to assist the customer:

___________________ determines how much gross profit a business will make on a good or service.

Which policy would a company implement if it wants its image to be an efficient and responsive business?

When recommending a substitute item, what should a salesperson talk about with a customer?

Effective note-taking involves summarizing key concepts in ways that ________.

Which of the following is an example of a company procedure?

Why are non-complainers a more difficult problem for businesses than complainers?

One way to show respect for foreign clients' cultural and social differences is to

______________________ policies concerned with pricing, product availability, and discounts.

A salesperson should use ______________ communication style with customers.

How does having a customer-service mindset benefit a business's employees?

What marketing career involves determining why customers do what they do?

By increasing awareness of the need for environmental controls, what has marketing done?

Which of the following would be the most likely cause of customer complaints:

What is the overall reason that marketing strategies are designed and implemented?

Markets are composed of people with unfulfilled desires who are willing and able to

When at a meeting about a project, an employee must first focus on ___ to take effective notes.

What should you do if you need to get info requested by customers and call the customers back?

What is a reason why selling brand-name goods often is important to retailers?

Which of the following types of product information is best obtained from customers:

What is the first step when participating in a group discussion?

How does a business benefit by reinforcing service orientation through communication?

Which part of the market segment focuses on where people live?

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

To promote a new menu, an owner plans to email coupons to customers. What does this represent?

What two characteristics are required to be considered part of a market?

The most important factor in carrying out brand promise is

What is first thing that you should say when answer the telephone at work?

According to the marketing concept, which of the following options shows company commitment:

Which is a characteristic of a successful salesperson?

What should employees do to maintain a customer-service mindset?

A customer asks a question that a new salesperson can't answer. What should the salesperson do?

When you are preparing a report and need to show important facts, you should prepare the report ______.

What does the selling function involve that makes it so important?

Businesspeople who do not change communication styles for foreign clients......

When you feel you have the best idea but co-workers don't agree, what should you do first?

What should salespeople do when they must cope with customers who are being disagreeable?

Jargon be used with __________________.

What is a guideline for a salesperson to follow when questioning customers?

What follow-up can salespeople do to provide service and develop relationships with customers?

The pace of questions asked by a salesperson varies on the ________.

As employees go through activities, their actions should be driven by whether the actions will

Selling is often referred to as personal selling because it

What can you do at a business meeting so that you have the information later?

How do service-oriented companies often improve their levels of service?

To build rapport with a customer, you should

_______________ helps businesspeople forecast how much will be sold in a given period?

What kind of customer asks "If I buy this, how can I be sure it will do what you say it will"?

A salesperson learns that a customer wants a computer with good graphics, what's the next step?

_______ is concerned with having the selected product in the right location at the right time.

What marketing career gets customers' attention, informs them, & persuades them to buy?

A customer is looking at many brands of the same product for awhile. What is the best approach?

What is the next step after listening to a customer's complaint?

If you have a great new idea to be pitched to investors, which P should you consider 1st before moving on to the others?

A business is targeting Asian males, 38- to 54-years old is segmenting the market based on

What happens with customer complaints?

How can you show a positive attitude while talking on the phone?

During initial contact, why should salespeople create favorable impressions with customers?

What is one of the purposes of having business policies?

One way a company can reinforce its image is by

Why is it important to organize info before preparing a business report?