Marketing Principles 1st Semester Exam

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Jargon be used with __________________.

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

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

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

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

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

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

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

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

What is at the center of all marketing activities?

Which marketing function involves coming up with a new product?

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

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

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

Selling is often referred to as personal selling because it

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

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

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

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

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

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

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

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

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

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

Retailers often sell brand-name products to

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

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

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

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

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

Open-minded questions avoid _____.

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

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

What is one of the purposes of having business policies?

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

One way a company can reinforce its image is by

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

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

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

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

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

What happens with customer complaints?

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

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

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

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

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

Which is a characteristic of a successful salesperson?

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

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

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

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

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

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

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

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

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

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

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

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

The most important factor in carrying out brand promise is

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

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

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

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

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

To build rapport with a customer, you should

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

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

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

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

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

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

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

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

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

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

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

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

A salesperson should use ______________ communication style with customers.

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