MKTG Ch 12+13 Practice Test

Multiple Choice
Identify the choice that best completes the statement or answers the question.

____	1.	What type of sales techniques are prohibited by most businesses?
a.	overly enthusiastic	c.	subliminal suggestion	
b.	illegal and damaging to reputation	d.	online techniques	

____	2.	The Anthony family hired a travel agent to help arrange a vacation. They have already planned and taken trips to many U.S. destinations. What type of decision making will they likely use to plan their trip? 
a.	extensive	c.	emotional	
b.	routine	d.	limited	

____	3.	What system involves finding customers and keeping them satisfied?
a.	customer relationship management	c.	business-to-customer management	
b.	customer satisfaction system	d.	computerized customer search	

____	4.	Jason has always purchased Apple products since he has never had problems with those  products. He has decided to upgrade to an iPhone with the latest features. What decision-making process has he used?
a.	brand loyalty decision making	c.	routine decision making	
b.	limited decision making	d.	stable decision making	

____	5.	What protects customers from fraudulent or unethical selling practices?
a.	established trust	c.	sales regulations	
b.	online disclosures	d.	local watchdogs	

____	6.	How might a customer feel if you asked several questions in a row? 
a.	empathetic	c.	uncertain	
b.	misunderstood	d.	cross-examined	

____	7.	During which step of the sale should you learn what the retail customer is looking for in a good or service? 
a.	approaching the customer	c.	presenting the product	
b.	determining needs	d.	overcoming objections	

____	8.	Lee works in the men’s clothing department of a large department store. He noticed a regular customer inspecting an elegant suit. As  he approached the customer, he said, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Jesse using? 
a.	merchandise approach	c.	service approach	
b.	greeting approach	d.	suggestion selling	

____	9.	How should a salesperson approach a customer who is in a hurry? 
a.	cautiously	c.	quietly	
b.	not at all	d.	quickly	

____	10.	In an organizational sales situation, when are the customers’ needs usually determined? 
a.	when prospecting	c.	when engaging the customer	
b.	immediately after the approach	d.	during the first meeting	

____	11.	Joe asked for help from a store technician in choosing a home entertainment center. Joe has purchased and installed several sound systems over the years. What type of decision making will they likely use to choose a home entertainment system? 
a.	extensive	c.	emotional	
b.	routine	d.	limited	

____	12.	What system involves finding customers and keeping them satisfied?
a.	customer relationship management	c.	business-to-customer management	
b.	customer satisfaction system	d.	computerized customer search	

____	13.	Lee works in the men’s clothing department of a large department store. He noticed a regular customer inspecting an elegant suit. As  he approached the customer, he said, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Jesse using? 
a.	merchandise approach	c.	service approach	
b.	greeting approach	d.	suggestion selling	

____	14.	During a presentation, what is the maximum number of items a salesperson should show a customer at one time? 
a.	one	c.	three	
b.	two	d.	four	

____	15.	Chaka sells designer clothing in a trendy boutique. Once a customer decides to purchase an outfit, Chaka shows the customer new merchandise, such as handbags and shoes, that would match and complement the customer’s outfit. What method is Chaka using to sell additional merchandise? 
a.	developing and nurturing relationship marketing	
b.	offering related merchandise	
c.	recommending larger quantities	
d.	calling attention to special sales opportunities	

Matching

Match each item with the correct statement.
a.	telemarketing	f.	extensive decision making	
b.	personal selling	g.	salespeople	
c.	selling	h.	commission	
d.	sales contract	i.	company Web site	
e.	organizational selling	j.	social media	

____	1.	help customers make satisfying buying decisions with ongoing relationship

____	2.	online purchases and product information

____	3.	little or no previous experience with an item

____	4.	sales exchanges between two or more companies  

____	5.	gather information about customers and advise on products suited to need

____	6.	companies in touch with customers via Facebook and Twitter

____	7.	product or service offered, how much, at what price

____	8.	phone solicitation to make a sale

____	9.	direct contact between a salesperson and a customer

____	10.	payment when item sells

Match each item with the correct statement.
a.	selling point	f.	nonverbal communication	
b.	service approach	g.	feature-benefit selling	
c.	rational motive	h.	approach	
d.	cold canvassing	i.	open-ended questioning	
e.	engaging the customer	j.	observe	

____	11.	face-to-face meeting with a customer 

____	12.	logical reason for making a purchase

____	13.	matching product with customer’s needs and wants 

____	14.	a product feature that benefits the customer

____	15.	way to determine needs

____	16.	encouraging customers to talk

____	17.	locating potential customers without checking leads

____	18.	initial approach involving business etiquette

____	19.	facial expressions, hand motions, and eye movements

____	20.	inquiring about a customer needing assistance

Match each item with the correct statement.
a.	telemarketing	f.	extensive decision making	
b.	personal selling	g.	salespeople	
c.	selling	h.	commission	
d.	sales contract	i.	company Web site	
e.	organizational selling	j.	social media	

____	21.	help customers make satisfying buying decisions with ongoing relationship

____	22.	online purchases and product information

____	23.	little or no previous experience with an item

____	24.	sales exchanges between two or more companies  

____	25.	gather information about customers and advise on products suited to need

____	26.	companies in touch with customers via Facebook and Twitter

____	27.	product or service offered, how much, at what price

____	28.	phone solicitation to make a sale

____	29.	direct contact between a salesperson and a customer

____	30.	payment when item sells

MKTG Ch 12+13 Practice Test
Answer Section

MULTIPLE CHOICE

	1.	ANS:	B	PTS:	1	REF:	p. 282

	2.	ANS:	D	PTS:	1	REF:	p. 287

	3.	ANS:	A	PTS:	1	REF:	p. 277

	4.	ANS:	C	PTS:	1	REF:	p. 288

	5.	ANS:	C	PTS:	1	REF:	p. 283

	6.	ANS:	D	PTS:	1	REF:	p. 313

	7.	ANS:	B	PTS:	1	REF:	p. 310

	8.	ANS:	B	PTS:	1	REF:	pp. 308-309

	9.	ANS:	D	PTS:	1	REF:	p. 308

	10.	ANS:	A	PTS:	1	REF:	p. 310

	11.	ANS:	D	PTS:	1	REF:	p. 287

	12.	ANS:	A	PTS:	1	REF:	p. 277

	13.	ANS:	B	PTS:	1	REF:	pp. 308-309

	14.	ANS:	C	PTS:	1	REF:	p. 322

	15.	ANS:	B	PTS:	1	REF:	p. 350

MATCHING

	1.	ANS:	C	PTS:	1	REF:	p. 277

	2.	ANS:	I	PTS:	1	REF:	p. 283

	3.	ANS:	F	PTS:	1	REF:	p. 277

	4.	ANS:	E	PTS:	1	REF:	p. 285

	5.	ANS:	G	PTS:	1	REF:	p. 278

	6.	ANS:	J	PTS:	1	REF:	p. 287

	7.	ANS:	D	PTS:	1	REF:	p. 287

	8.	ANS:	A	PTS:	1	REF:	p. 286

	9.	ANS:	B	PTS:	1	REF:	p. 285

	10.	ANS:	H	PTS:	1	REF:	p. 281

	11.	ANS:	H	PTS:	1	REF:	p. 307

	12.	ANS:	C	PTS:	1	REF:	p. 302

	13.	ANS:	G	PTS:	1	REF:	p. 299

	14.	ANS:	A	PTS:	1	REF:	p. 301

	15.	ANS:	J	PTS:	1	REF:	p. 301

	16.	ANS:	I	PTS:	1	REF:	p. 313

	17.	ANS:	D	PTS:	1	REF:	p. 304

	18.	ANS:	E	PTS:	1	REF:	p. 308

	19.	ANS:	F	PTS:	1	REF:	p. 310

	20.	ANS:	B	PTS:	1	REF:	p. 309

	21.	ANS:	C	PTS:	1	REF:	p. 277

	22.	ANS:	I	PTS:	1	REF:	p. 283

	23.	ANS:	F	PTS:	1	REF:	p. 287

	24.	ANS:	E	PTS:	1	REF:	p. 285

	25.	ANS:	G	PTS:	1	REF:	p. 278

	26.	ANS:	J	PTS:	1	REF:	pp. 277-278

	27.	ANS:	D	PTS:	1	REF:	p. 283

	28.	ANS:	A	PTS:	1	REF:	p. 286

	29.	ANS:	B	PTS:	1	REF:	p. 285

	30.	ANS:	H	PTS:	1	REF:	p. 281