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Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question. |
| | 1. | A disadvantage of direct mailing may be that: | a. | Mailing lists can become outdated | | b. | Intended customers may not receive the advertising | | c. | Advertising may be wasted on direct mail because many people see the mailings as junk mail and discard them | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 2. | The necessary components of print advertising usually include | a. | Headline, copy, illustration, and signature or logo | | b. | Headline, cost variation, length of time and logo | | c. | Copy, illustration, message, and direct mail | | d. | Illustration, logo, cost and message | | e. | None of these are correct | | | | |
| | 3. | The following closely describes “the copy” in advertising: | a. | It is the main message of the advertisement. | | b. | Should give more information related to headline | | c. | The copy should make contact with the audience | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 4. | The key component of both radio and television advertising is: | a. | The cost | d. | The signature | | b. | The color | e. | None of these are correct | | c. | The script | | | | | | | | |
| | 5. | Advertising media is the means of communication by which: | a. | Customers judge profit and loss | | b. | Encourage customers to purchase a product or service | | c. | The main way customers judge the quality of a product | | d. | Customers do comparative shopping | | e. | None of above | | | | |
| | 6. | Which of the following would not be part of a promotional campaign: | a. | Advertising | d. | Sales promotion | | b. | Public relations | e. | Personal selling | | c. | Cost analysis | | | | | | | | |
| | 7. | Which would be considered the most difficult of a sales promotion: | a. | Visual merchandising such as displays | d. | Sweepstakes | | b. | Coupons, rebates | e. | None of these are correct | | c. | Contests | | | | | | | | |
| | 8. | Ultimately, promoting sales is the responsibility of: | a. | The manager | d. | All of these are correct | | b. | Advertising personnel | e. | None of the correct | | c. | Sales team | | | | | | | | |
| | 9. | Company contact with customers is more often: | a. | Face to Face | d. | At an open house | | b. | By telephone | e. | None of these are correct | | c. | By fax machine | | | | | | | | |
| | 10. | Customer service is the responsibility of: | a. | The customer service department | d. | All of these are correct | | b. | The president of the organization | e. | None of these are correct | | c. | Upper level management | | | | | | | | |
| | 11. | Practically, placing a customer on hold should: | a. | Not happen | | b. | Be preceded by “please hold” | | c. | Be prepared by asking the customer “May I place you on hold?” | | d. | Include being asked several times “For whom are you holding?” | | e. | None of these are correct | | | | |
| | 12. | Which of the following would be best classified as a customer objection? | a. | “I can’t pay the price.” | | b. | “What can you do about the back-order?” | | c. | “You guaranteed satisfaction, but you don’t have a feed finishing mix.” | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 13. | Successful negotiations mean you must: | a. | Give full satisfaction | d. | All of these are correct | | b. | Reach a satisfactory compromise | e. | None of these are correct | | c. | Be firm and unyielding | | | | | | | | |
| | 14. | A positive attitude: | a. | Is an inborn trait | | b. | Is possible for some people, but not for everyone | | c. | Has nothing to do with job satisfaction | | d. | Is your choice | | e. | None of these are correct | | | | |
| | 15. | The first step to take to improve an organization’s customer service is to: | a. | Develop an important plan | d. | All of these are correct | | b. | Decide why important is needed | e. | None of these are correct | | c. | Provide customer service | | | | | | | | |
| | 16. | To improve customers’ perceptions, the best response would be: | a. | “Mrs. Smith is in the middle of a big customer problem.” | | b. | “Sir, I’m sure Mrs.Smith would like to talk to you, but since she is not available, please explain what you need and I’ll either personally take care of it or find someone who can help you. Will that be all right?” | | c. | “I’m sorry but Mrs.Smith is still at lunch” | | d. | “I’m sorry but Mrs.Smith has not come in yet. I think she is going to the doctor today.” | | | | |
| | 17. | Special telephone courtesy skills may be needed to deal with assertive, angry, passive, or talkative customers. Match each telephone courtesy skill with the appropriate customer. Provide minimal response: | a. | The assertive customer | d. | The talkative customer | | b. | The angry customer | e. | None of these are correct | | c. | The passive customer | | | | | | | | |
| | 18. | Special telephone courtesy skills may be needed to deal with assertive, angry, passive, or talkative customers. Match each telephone courtesy skill with the appropriate customer. Avoid getting caught up in the emotion: | a. | The Assertive customer | d. | The talkative customer | | b. | The angry customer | e. | None of these are correct | | c. | The passive customer | | | | | | | | |
| | 19. | Special telephone courtesy skills may be needed to deal with assertive, angry, passive, or talkative customers. Match each telephone courtesy skill with the appropriate customer. Ask the customer’s opinion of your service: | a. | The assertive customer | d. | The talkative customer | | b. | The angry customer | e. | None of these are correct | | c. | The passive customer | | | | | | | | |
| | 20. | Special telephone courtesy skills may be needed to deal with assertive, angry, passive, or talkative customers. Match each telephone courtesy skill with the appropriate customer. Do not be disappointed by a lack of friendly rapport: | a. | The assertive customer | d. | The talkative customer | | b. | The angry customer | e. | None of these are correct | | c. | The passive customer | | | | | | | | |
| | 21. | You work as a feed salesperson. Mr.Hastings informs you when you visit his farm that the last delivery of feed was moldy. Mr.Hastings shows you the feed and you notice that the feed sacks are wet and the roof in the feed storage area appears to leak. At first you should: | a. | Point out that he should have informed you sooner. | | b. | Point out the leaking roof and state that it is his problem. | | c. | Ask Mr.Hastings if the feed could have become wet since delivery. | | d. | Tell Mr.Hastings it is not your fault. | | e. | None of these are correct. | | | | |
| | 22. | You work as a feed salesperson. Mr.Hastings informs you when you visit his farm that the last delivery of feed was moldy. Mr.Hastings shows you the feed and you notice that the feed sacks are wet and the roof in the feed storage area appears to leak. Then if Mr.Hastings insists that it is your responsibility you should: | a. | Take the damaged feed and issue Mr.Hastings a refund. | | b. | Tell Mr.Hastings to fix the roof. | | c. | Point out the wet feed and suggests that the moisture caused mold. | | d. | Inform him he will have to speak to the regional manager. | | e. | None of these are correct. | | | | |
| | 23. | You work as a feed salesperson. Mr.Hastings informs you when you visit his farm that the last delivery of feed was moldy. Mr.Hastings shows you the feed and you notice that the feed sacks are wet and the roof in the feed storage area appears to leak. If Mr.Hastings insist that the feed was wet when delivered you should: | a. | Offer to call the truck driver to see if we have a shipping problem to solve. | | b. | Tell Mr.Hastings that he is trying to take advantage of the company. | | c. | Cross your arms and give Mr.Hastings a suspicious look. | | d. | Call the regional manager. | | e. | None of these are correct. | | | | |
| | 24. | You work as a feed salesperson. Mr.Hastings informs you when you visit his farm that the last delivery of feed was moldy. Mr.Hastings shows you the feed and you notice that the feed sacks are wet and the roof in the feed storage area appears to leak. While talking to Mr.Hastings you should: | a. | Pat Mr.Hastings on the shoulder to be sympathetic. | | b. | Lean against the door to be more casual. | | c. | Lower your hands and stand up straight to appear to be more attentive. | | d. | Step close to Mr.Hastings to let him know you are paying attention. | | e. | None of these are correct. | | | | |
| | 25. | People don’t like to be given NO choice and people do not like to be given orders. It should be rephrased as a: | a. | Question | | b. | Direct confrontational statement | | c. | As if the customer as third party | | d. | As if you were acting as an authority figure | | e. | None of these are correct | | | | |
| | 26. | Calming upset customers is vital because: | a. | It can upset an entire office. | | b. | Upset customers usually don’t come back. | | c. | You want customers to complain. | | d. | All of these are correct. | | e. | None of these are correct. | | | | |
| | 27. | Which of the following best describes the five mental stages of the buying process? | a. | Attention, interest, desire, conviction, and action. | | b. | Product, place, promotion, and price. | | c. | Attention, price, income, promotion, and interest. | | d. | Cost, promotion, attention, desire, and action, | | e. | None of these are correct | | | | |
| | 28. | In the sales process approach begins when: | a. | When the advertising campaign begins | d. | When you greet the customer | | b. | When the sale is complete | e. | None of these are correct | | c. | When the customer walks in the door | | | | | | | | |
| | 29. | Suggested selling is: | a. | Thanking the customer at the end of the sale. | | b. | Selling customers an item to go with what they have purchased. | | c. | Moving the customer away from an objection | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 30. | Which of the following would not characterize a “Decided Customer”: | a. | Convinced of the item they want to buy | | b. | Usually looking for an item they want to buy. | | c. | They like to be sold the item | | d. | They like to make their own buying decisions. | | e. | None of these are correct | | | | |
| | 31. | The “Just Looking Customer” usually: | a. | Are the most difficult to sell. | | b. | They may be decided or undecided customers. | | c. | They do not want the assistance of a salesperson. | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 32. | Emotional Buying Motives are based on: | a. | Customer’s logical reasoning. | | b. | Desire to have a product or service | | c. | Product is more important than where it is purchased. | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 33. | A sales transaction can best be described as: | a. | The exchange of a product for the purchasing price | | b. | Begins when the customer enters the store | | c. | When the customer is satisfied | | d. | All of these are correct | | e. | None of these are correct | | | | |
| | 34. | Promotion is best described as: | a. | Determining the price to sell the product | | b. | Trying to influence people to buy a product | | c. | Assessing the marketing situation | | d. | Study the performance of similar products | | e. | None of these are correct | | | | |
| | 35. | A marketing budget is: | a. | A statement of income and expenses resulting from a marketing initiative. | | b. | Getting the product to a customer | | c. | Evaluating how well a marketing plan did | | d. | Deciding what products to produce | | e. | None of these are correct | | | | |
| | 36. | A display specialist: | a. | Owns the company | d. | Wants to sell a product | | b. | Designs window displays | e. | None of these are correct | | c. | Needs a college degree | | | | | | | | |
| | 37. | Interior display is: | a. | Built on table, wall or counter | d. | Constructed by outside consultant | | b. | Used only in large business | e. | None of these are correct | | c. | Product on sale | | | | | | | | |
| | 38. | When building a product display you should: | a. | Use a variety of concepts | d. | Show customers what they need | | b. | Focus on price | e. | None of these are correct | | c. | Show how product should not be used | | | | | | | | |
| | 39. | Which of the following would not be considered a rule in merchandise displays: | a. | Select merchandise the customers want | | b. | Decide on a certain theme | | c. | Make certain the display is attractive and pleasing | | d. | Be concerned about cost | | e. | None of these are correct | | | | |
| | 40. | A display plan includes: | a. | Drawing | d. | All of these are correct | | b. | Materials | e. | None of these are correct | | c. | Seasons | | | | | | | | |
| | 41. | The characteristic that most distinguishes professional sellers from non-professional ones is: | a. | Commitment | d. | Light-hearted enthusiasm | | b. | A healthy ego | e. | None of these are correct | | c. | The skill of listening | | | | | | | | |
| | 42. | You are most likely to close a sale successfully if you: | a. | Obtain feedback frequently during the interview | | b. | Seek commitment only at the end of the interview | | c. | If you know your product the rest does not matter | | d. | Be strong and enthusiastic | | e. | None of these are correct | | | | |
| | 43. | Primarily, professional sales people: | a. | Build upon the weakness of competitors | | b. | Spend most of an interview in convincing talk | | c. | Explore people’s needs | | d. | Are aggressive at tunes | | e. | None of these are correct | | | | |
| | 44. | Select the most desirable approach a salesperson should take with each client.
The client is enthusiastic and spontaneous, a risk taker and creator. You should: | a. | Not be overly demanding | | b. | Take care to present all sides of an issue | | c. | Be non-threatening | | d. | Relate your proposal to the client’s dreams | | e. | None of these are correct | | | | |
| | 45. | Select the most desirable approach a salesperson should take with each client.
The client is a relationship maintainer-caring and possessive. You should: | a. | Be entertaining | d. | Be fast paced and get to the point quick | | b. | Be well organized, logical, and formal | e. | None of these are correct | | c. | Emphasize personal guarantees | | | | | | | | |
| | 46. | Select the most desirable approach a salesperson should take with each client.
The client is highly competitive, pragmatic, assertive, and confident. You should: | a. | Focus on bottom-line relevance | d. | Be exacting and speak slowly | | b. | Be friendly and informal | e. | None of these are correct | | c. | Be highly assertive | | | | | | | | |
| | 47. | Select the most desirable approach a salesperson should take with each client.
The client likes structure, details, accuracy, and perfection. You should: | a. | Indicate a bottom-line urgency | d. | Give straight data and have proof | | b. | Give incentives | e. | None of these are correct | | c. | Ask personal questions | | | | | | | | |
| | 48. | Which is the best definition of selling? | a. | Assisting a customer to make a buying decision | | b. | Where most impulsive buying occurs | | c. | Ringing up a sale on the cash register | | d. | The opposite of buying | | e. | None of these are correct | | | | |
| | 49. | There are seven steps to making a sale. Which of the following is NOT one of the seven steps? | a. | Pre-approach and approach | | b. | Identifying customer’s needs and wants | | c. | A feature-benefit presentation | | d. | Criticizing the competitor | | e. | Overcome objections and closing the sale | | | | |
| | 50. | When dealing with customer’s objections, which of the following methods should NOT be used? | a. | Listen to the customer’s objections | | b. | Pause before answering the objections | | c. | Argue with the customer over the objection for his benefit | | d. | Show empathy for the customer | | e. | None of these are correct | | | | |