Marketing Go Beyond the Sell and Sell Away – Flashcards
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Which of the following roles of selling in our economy helps products to be "in the right place at the right time"
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adds utility
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Which of the following is an intangible product
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a yearly check up
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Which of the following is an example of a product's being sold without the use of an intermediary
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A home party selling Tupperware Storage Containers
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Which of the following is a tangible product
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a shirt
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Jael has been told "no" about 10 times today by potential customers. He doesn't get discouraged or give up, however. He's determined to keep looking for ways to make sales. Which characteristic of a successful salesperson does Jael display
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persistance and patience
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Which of the following is an example of a product being sold to an organization for use in producing other goods
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a retailer selling sewing machines to a professional seamstress
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Which of the following is an example of a product's being sold directly to the user for ultimate consumption
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a person sells roses on the side of the road
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Two retail stores are striving to offer products for the lowest prices and best values in town. What role of selling in our economy does this illustrate?
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promotes competition
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Samantha never uses "strong-arm tactics" or attempts to pressure her customers into making a purchase. Which characteristic of a successful salesperson does Samantha display?
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belief in selling as a service
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Matt takes the time to research his client before he makes a sales presentation. That way, he can tailor the presentation to the specific client. Which characteristic of a successful salesperson does Matt display
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customer knowledge
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Amanda is always completely upfront and honest with her customers about product information. Which characteristic of a successful salesperson does Amanda display?
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ethics
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Juanita has spent a great deal of time practicing and perfecting her sales presentation. Which of the four aspects of selling does this illustrate?
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it is planned communication
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Michael is interacting with a customer over the phone. Which of the four aspects of selling does this illustrate?
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it is personalized communication
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Which of the following is an example of a product's being sold to an organization for resale
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a whole seller sells candy to a concession stand
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Brittany knows her products inside and out. She knows all their features and is able to explain them in terms of benefits for specific customers. Which characteristic of a successful salesperson does Brittany display?
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product knowledge
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Miko is a successful salesperson who has gained many repeat customers for her business. Which of the four aspects of selling does this illustrate?
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it should enhance future business options
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Duane makes sure that as he is interacting with customers, he is actively listening so that he can better respond to their questions and objections. Which characteristic of a successful salesperson does Duane display?
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communication skills
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Dave has a sales job selling very expensive cars. Each day, he wears a nice suit and tie to work. Which characteristic of a successful salesperson does Dave display?
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personal appearance
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Christian doesn't receive a lot of close supervision for his sales work, but he manages his time well and stays on task. Which characteristic of a successful salesperson does Christian display?
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self-motivation
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Ramou recently rearranged an entire sales presentation for a specific customer. It took some imagination and inventiveness, but it helped her make the sale. Which characteristic of a successful salesperson does Ramou display?
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creativity
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Dan's customer is purchasing a new printer, so he mentions the need to pick up an ink cartridge at the same time. This is an example of
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suggestion selling
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Sandra's customer is trying to decide between three different makes of automobiles. Sandra gives her the owner's manual for each, so she can browse through them and learn more. This is an example of
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providing ample product information
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Businesses cannot know if customers are satisfied unless they
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solicit feedback
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Stephanie knows she'll be protected if her new cell phone breaks, but she just can't understand what's covered and what's not. Her salesperson helps her go through the information to make sure she doesn't have any questions. What aspect of customer service does this situation illustrate?
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warranty issues
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Anna recently purchased a car, and she is taking it back to the dealership for its first routine oil change, free of charge. What aspect of customer service does this situation illustrate?
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maintenance and repair
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To maintain relationships with customers, it's important for salespeople to
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keep in touch with them
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When is a salesperson's job done?
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when the customer is satisfied
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Roy is taking a class on how to use the new software he just purchased for his business. The class is offered by the store where he purchased the software. What aspect of customer service does this situation illustrate?
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customer training
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Jenna's customer doesn't have the money to pay upfront for his purchase, so he'd like to pay in installments. Jenna says she will arrange it for him. What aspect of customer service does this situation illustrate?
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credit/ financing
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Because product quality and price can easily be matched, customer service becomes a key component in business
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competition
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Which of the following is a pre-sale opportunity for salespeople to provide customer service
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providing ample product information
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Which of the following words best describes the role of customer service in selling
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relationship
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Bill's Internet service isn't working, and it's the middle of the night. He knows he can call the toll-free help-line, though, because it's open 24 hours a day. What aspect of customer service does this situation illustrate?
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technical assistance and support
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If a customer expects something because his/her friend received it, the customer's expectation is influenced by
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word of mouth information
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Quality customer service builds profits through existing customers by generating
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repeat business
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Jameson ordered a new dishwasher, and it arrived damaged. He immediately called the salesperson who sold him the product and was reassured that a new dishwasher would be sent right away. What aspect of customer service does this situation illustrate?
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shipping and delivery
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Customer complaints and concerns should be
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addressed as quickly as possible
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Which of the following is a key to customer service
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having a good attitude
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Customers' service expectations are
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based on past experiences
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Which of the following is an example of the type of customer service a salesperson should provide
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tracking order status
