Midterm Flash Cards
1
Q
T of F? Selling camping gear through catalogs ti Sierra Club member and other outdoors people is an example of place utility.
A
True
2
Q
T or F? “Buy one get one free.” This is an example of distribution.
A
False
3
Q
T or F? People who share similar needs and wants and who are willing and able to purchase your products are called a market.
A
True
4
Q
T or F? Time utility is having a product available at a certain time of day or convenient time of year.
A
True
5
Q
T or F? In business, a marketing concept will list information such as ethnic background, age, income level, and geographic location.
A
False
6
Q
T or F? An example of possession utility for products is when retailers offer their customers installment or layaway plans.
A
False
7
Q
T of F? The marketing mix (4 P’s) are product, price, place, and planning .
A
False
8
Q
T or F? Both goods and services are tangible items.
A
False
9
Q
T of F? Marketing is a process that remains the same and never changes.
A
False
10
Q
T or F? Informing, persuading, or reminding potential customers about a product or service is called promotion.
A
True
11
Q
The owner of a miniature golf business provides her customers with what? a promotion, form utility, information utility a service
A
A service
12
Q
What economic utility increased when fast food restaurants began accepting credit cards? possession utility form utility information utility place utility
A
Possession utility
13
Q
At the end of her one-week stay at a luxury hotel. Jennifer completed a form rating the hotel's service, food, and accommodations. This is an example of what marketing tool? Product Planning Information utility market research marketing mix
A
Market Research
14
Q
Which of the following utilities is not directly related to marketing? information utility form utility place utility possession utility
A
Form utility
15
Q
After watching Saturday morning cartoons, Bobby asked his mom to buy him Honey Nut Cheerios. According to the text Bobby is considered.... A customer a consumer a target market a possession utility
A
consumer
16
Q
During the last three months of the year, a grocery store stocks its shelves with plenty of canned pumpkin in order to increase the pumpkin’s ______ utility.
A
Time
17
Q
Informing, Persuading, or reminding potential customers about a product or service is called ______.
A
promotion
18
Q
The employees of a home improvement warehouse are expert craft people who enjoy giving their customers advice about do-it-yourself projects. The employees’ advice increases the _______ utility of their goods.
A
information
19
Q
Birthday Bears Inc. (a manufacturer of stuffed animals) has just received an order for 1,000 units form Unique Gifts (a gift store in the mall). This is an example of a(n)
____________ market.
A
Industrial
20
Q
Transforming old glass bottles into beautiful new sculptures is an example of ___________ utility.
A
Form
21
Q
Shopping at Target and using your Target debit card to save 5% off of your purchase is a function of _______.
A
Pricing
22
Q
After conducting market research, Whole Breads Inc. decides to introduce a new low carb muffin to increase their sales. What basic marketing strategy applies? ____.
A
Product/Service management
23
Q
Providing customers with goods and services they want.
A
Selling
24
Q
The added value of a product in economic terms.
A
utility
25
Planning, promoting, and distributing products.
Marketing
26
Percentage of total sales generated by competing companies
Market share
27
A customer purchases four tables for $140.00 each and would like them to be delivered. Your company charges $80.00 for delivery and the state imposes 5.5% sales tax on furniture, but not on the delivery charge. What is the total amount due from the customer?
$670.80
28
In a B-to-B transaction, the seller offers the buyer a 4.5% discount for paying a bill early. Assuming the buyer took advantage of this offer, how much would be discounted on a $9,600 invoice? What is the amount the buyer would pay?
Discount- $432
| Total Payed- $9,168
29
T or F? The number one rule when speaking to clients or customers is to show respect.
True
30
T or F? Companies can help prevent conflict by creating a healthy atmosphere in which everyone is accepted despite differences in beliefs, values, and backgrounds.
True
31
T or F? According to the text book, most of your success in the marketing world will be determined by your goal-setting ability.
False
32
T or F? Before a team can begin to act together, its members must first assign roles for each member.
False
33
T or F? Telling the truth, maintaining confidentiality, and not spreading rumors are parts of honest behavior.
True
34
```
Employment laws forbid discrimination due to gender, age, religion, or national origin. This expectation falls under what heading?
equity
negotiation
values
respect
```
Equity
35
```
When team members meet together to give feedback to individual performance, what are they participating in?
shared responsibility
leadership
consensus
goals
```
Leadership
36
```
George is an engineer with a national car manufacturer. George's colleagues value his ability to come up with new ways of doing things and to find solutions to seemingly impossible problems. What personality trait do George's colleagues admire? Then, explain how George showed initiative in this scenario?
initiative
goal setting
integrity
creativity
```
Creativity/ Instead of complaining and quitting, George strived to find ways to solve the problem when other employees probably would have slacked off.
37
```
What interpersonal skill is specifically needed for success in dealing with customers? Then, explain how would you handle an upset customer.
set goals
give directions
manage time
maintain control
```
Maintain control/ Take the customer aside and ask what the problem is. Depending on the size of the problem, you need to tell someone under you to do it, do it yourself, or contact your manager.
38
```
As an employee, knowing all parts of a job is considered what? Also, explain two benefits of cross training.
business policy
role play
teamwork
cross training
```
Cross training/ If someone can't come to work and backs out last minute, the other employees can fill in, and also, if you are a candidate for a promotion, but your new job would be slightly different, you can still be trained for that job and have an advantage that other people don't have.
39
How you perceive yourself as a person
Self-esteem
40
A decision in which every member agrees
Consensus
41
_________ allows you to adapt to changing circumstances
Flexibility
42
Standing up for what you believe in is known as ______.
Assertiveness
43
The idea that everyone has equal rights and opportunities
Equity
44
Understanding a person's situation or frame of mind.
Empathy
45
A(n) _______ is a specific commitment that each team member makes to the group.
Agreement
46
_________ are the basic values and moral principles that guide behavior of individuals and groups
Ethics
47
Taking action and doing what needs to be done, without being asked.
Initiative
48
Working with the parties in conflict to find out a resolution.
Negotiation
49
T or F? In retail selling, vacuuming and dusting are part of the preapproach to the sale.
True
50
T or F?Feature-benefit selling refers only to the basic, physical attributes of a product.
False
51
T or F? The Smiths are remodeling the kitchen in their home. They have selected Truly Fine floor covering because they trust the Truly Fine company's reputation for quality. Therefore, the company's reputation is a tangible product feature for the Smiths.
False
52
T or F? Prospecting is a vital part of business-to-business sales, but only a small part of retail sales.
True
53
T or F? Customers who have developed brand loyalty for a product will use routine decision making.
True
54
Michele received employee of the month for reaching her sales _________.
Quota
55
The final step in a business-to-business sales approach is making a(n) ________.
Appointment
56
The most basic of products benefits is the product's intended __________.
Purpose
57
Sarah's first car was a Volvo that she never had any problems with. When it came time for Sarah to buy a new car, she purchased another Volvo. In doing so, Sarah displayed a(n) _________ motive for her purchase.
Rational
58
The four steps used by sales managers when training new sales personnel are explanation, ______, trail, and critique
Demostration
59
Ocean Pharmacy has been a small-town drug store for 43 years. The grandchildren of original customers are now faithful, happy customers. It is clear that the pharmacy's owner knows that that customer _____ is part of his success.
Loyalty
60
On her 50th birthday, Mrs. Jones bought a jar of Young Again face cream because she wanted to "recapture that youthful feeling" promised in the face cream advertisements. Mrs. Jones had a(n) ____ motive for her purchase
Emotional
61
Last year, Jamie and Lydia started a public relations firm in the spare room of Lydia's house. Now they have so many clients they must find and rent office space, a task neither has ever done. Selecting the space will require ______ decision making.
Extensive
62
Direct contact between a salesperson and a customer is called _____.
Personal Selling
63
Names of potential customers gathered from one's employer is called a(n) _________.
Prospect
64
T or F? The greeting approach establishes a positive atmosphere and opens lines of communication.
True
65
T or F? Prospecting is a vital part of B2B sales but is not as important to retail sales.
True
66
T or F? For some products, it is essential that the customer buy the proper size. When size is important factor, it is acceptable for a salesperson to ask directly for a customer's height or weight.
False
67
T or F? Customers who have developed brand loyalty for a product will use routine decision making.
True
68
T or F? Maintaining eye contact is an important part of establishing a relationship with a customer.
True
69
T or F? In retail selling, vacuuming and dusting are part of the preapproach to the sale.
True
70
T or F? Determining a retail customer's needs should be done as soon as possible in the sales process.
True
71
T or F?Feature-benefit selling refers only to the basic, physical attributes of a product.
False
72
T or F? As a salesperson making a sales approach, it is easier to discover a customer's personal interests when you are in a retail situation than when you are in a B2B situation.
False
73
T or F? The Smiths are remodeling the kitchen in their home. They have selected Truly Fine floor covering because they trust the Truly Fine company's reputation for quality. Therefore, the company's reputation is a tangible product feature for the Smiths.
False
74
```
According to your textbook, how does a customer feel when you ask several questions in a row?
empathetic
misunderstood
uncertain
cross-examined
```
Cross-examined
75
```
John works in the men's clothing department of a large department store. Yesterday, he noticed a customer inspecting an elegant suit. Approaching the customer, John said, "Good morning, Mr. Smith. May I put that suit in a men's dressing room for you?" What method of initial approach is John using?
merchandise approach
service approach
greeting approach
suggestion selling
```
Greeting Approach
76
```
The Johnsons take a vacation every spring. Working with a travel agent to gather information about possible destinations, they have planned and taken trips to resort locations throughout the U.S. What type of decision making will the Johnsons use to select next year's trip?
extensive
routine
emotional
limited
```
Limited
77
```
Sometimes a home owner who wishes to sell his/her house will buy a home warranty.This means that the buyer of the house will not have to pay for particular house repairs that become necessary during the first year after the house is sold. In this case, what is the warranty?
extended product feature
customer benefit
tangible product feature
seller benefit
```
Extended product feature
78
```
In which step of the sale should you learn what the retail customer is looking for in a good or service?
approaching the customer
determining needs
presenting the product
overcoming objections
```
Determining needs
79
```
The owner of Furry Friends pet store holds weekly informal meetings to keep employees aware of new products in the store. How are the pet shop employees receiving product information?
direct experience
printed material
other people
formal training
```
formal training
80
```
Frank owner a gardening service. Every few months, he leaves flyers detailing his services on the doorstep of houses in local neighborhoods. What method is Frank using to find new customers?
endless chain
service approach
cold canvassing
commercial list
```
Cold canvassing
81
```
When are the customer's needs usually determined in a B2B situation?
during the preapproach
immediately after the preapproach
immediately after the approach
during the first meeting
```
During the preapproach
82
In B2B selling, what is the key factor in determining the kinds of preapproach activities a salesperson should do?
The prospective customer's desire to buy the product
The type of product the salesperson sells
The customer's financial stability
The salesperson's prior relationship with the customer
The salesperson's prior relationship with the customer
83
```
How should a salesperson approach an impatient customer?
cautiously
not at all
quietly
quickly
```
Quickly
84
On her 50th birthday, Mrs. Jones bought a jar of Young Again face cream because she wanted to "recapture that youthful feeling" promised in the face cream advertisements. Mrs. Jones had a(n) ____ motive for her purchase
Emotional
85
When a retail salesperson approaches a customer and asks, "May I assist you in finding what you are looking for?", the salesperson is using the _______ approach method.
Service
86
Direct contact between a salesperson and a customer is called _____.
Personal Selling
87
Facial expressions, hand motions, and eye movements are part of ______ communication
Nonverbal
88
The most basic of products benefits is the product's intended __________.
Purpose
89
Maintaining eye contact, providing feedback, and giving customers undivided attention are important parts of the need-determining method known as _______.
Listening
90
The four steps used by sales managers when training new sales personnel are _________, demonstration, trail, and critique
Explanation
91
According to the textbook, the most effective initial approach in retail sales is usually the ______ approach.
Merchandise
92
Susan's first car was a Honda that she never had any problems with. When it came time for Susan to buy a new car, she purchased another Honda. In doing so, Sarah displayed a(n) _________ motive for her purchase.
Rational
93
Questions that require more than a yes or no are called ________ questions.
Open-ended
94
Last year, Jamie and Lydia started a public relations firm in the spare room of Lydia's house. Now they have so many clients they must find and rent office space, a task neither has ever done. Selecting the space will require ______ decision making.
Extensive
95
When ________ the product, a good salesperson will educate the customer.
Presenting
96
To watch or take notice is to _______.
Observe
97
George is a pharmaceutical salesperson for Benway Drugs Company. George travels to doctors' offices everyday to meet personally with the physicians. In doing so, George is looking for potential customers or _______.
Prospects
98
T or F? It is acceptable for a salesperson to use jargon during a B2B sales presentation.
True
99
T or F? When a customer objects to purchasing an item, it is best to be brief, direct, and ask,"Why do you object?"
False
100
T or F? To keep a customer from feeling pressured, a salesperson should at times allow the customer to resolve objections without interference from the salesperson.
False
101
```
My spouse and I would love to take this trip to Hawaii that you've described, but we have to repaint our house and we really should replace our refrigerator. What is such an objection based on?
price
need
source
time
```
need
102
```
A customer in a computer store tells the salesperson, "I can't buy this software program. I don't understand the directions." The salesperson's reply is, "Let's read over the directions together. What is the first direction you find confusing?" What method of handling objections is the salesperson using?
Boomerang
Demonstration
Question
Superior Point
```
Question
103
```
A salesperson says to a customer, "I've had many customers express the same concern you've just stated." What step of the basic strategy for handling objections does the preceding comment exemplify?
answer
listen
restate
acknowledge
```
Acknowledge
104
When you don't know your customer's price range, and knowledge of the intended use is insufficient to determine a price range, what should you do?
Offer medium-priced products
105
Concerns, hesitations, and doubts are all examples of customer _________.
Objections
106
In marketing terms, ___________ is restating an objection in a different way.
Paraphrase
107
What is the four-step method for handling objections?
1) Listen Carefully
2) Acknowledge
3) Restate
4) Answer
108
contradiction of a statement
denial
109
to reword a statement without changing its meaning
paraphrase
110
language that most people can understand
layman's terms
111
a neutral person
third-party
112
reasons for not buying a product
excuses
113
language used to communicate with industrial buyers at other levels of expertise
jargon
114
a list of reasons for not purchasing a product and possible responses to those reasons
objection analysis sheet
115
recommending a different product
substitution method
116
concerns, hesitations, or doubts
objections
117
a positive statement about the quality of a product
testimonial
118
T or F? It is important for a salesperson to use words that are rather vague in making a product presentation so that the customer will not be swayed by the salesperson's biases
False
119
T or F? It is acceptable for a salesperson to use jargon during a business-to-business sales presentation
True
120
T or F? When a customer objects to purchasing an item, it is best to be brief, direct, and ask, "Why do you object?"
False
121
T or F? To keep a customer from feeling pressured, a salesperson should at times allow the customer to resolve objections without interference from the salesperson.
False
122
A technique that answers objections by showing the customer how to operate a product is called the _______ method
Demonstration
123
The third party method of handling objections requires the use of ________ from satisfied cutomers
testimonials
124
An effective way of maintaining the customer's interest in a product presentation is to ______ the customer in the presentation
Involve
125
Bill Long is a patio furniture salesman. His customer eyes a beautiful redwood table, but says, "I'm sure the finish on this table will warp." Bill assures the customer that the table has been specially treated to prevent its warping. Bill uses the ______ method of handling objections
Denial
126
Ryan, the salesperson with the best sales record in the small appliance department of an electronics store, attributes his success to the fact that he always shows how to use the appliance the customer is thinking of buying. Ryan knows that sharing his experience is ______ selling.
Consultative
127
A salesperson can use newspaper articles, graphs, and customer testimonials as sales _____ in presenting a product
aids
128
In some sales situations, it is possible to confront and answer anticipated _________ by incorporating them in the presentation
objections
129
As a salesperson, you may not be able to determine immediately a customer's price range for buying a particular item. In that case, always begin a product presentation by offering products in the ________ price range.
Medium
130
Can be used when the price of a product will soon increase
Standing-Room-only close
131
a first attempt to get a customer's agreement to buy
trial close
132
the period in which a salesperson should try to reinforce a customer's buying decision
Follow-up
133
Business' techniques for nurturing customer relationships
relationship marketing
134
in retail selling, inviting the customer to shop in your store again when you have failed to close a sale
Departure
135
analyze what has occured
evaluation
136
offering a customer a payment plan for a purchase
service close
137
can be used when a customer has clearly indicated positive feelings about a purchase
Direct close
138
the popular trend among companies today to find customers and keep them satisfied
Customer Relationship Marketing (CRM)
139
Encouraging a customer to view a purchase decision as a choice between two items
which close
140
T or F? If a trail close is a failure in a retail selling, the salesperson should continue with the product presentation
True
141
T or F? Encouraging a customer to make a decision between two items is an example of trial close
False
142
T or F? Many perfume and make-up salespeople offer customers a gift such as a make-up bag or a small bottle of perfume with a purchase. This offer is part of a service close
True
143
T or F? As a customer leaves a shop, the salesperson should thank him or her even if the customer has not made a purchase
True
144
T or F? The time for suggestion selling is immediately before a sale is closed
False
145
The sales people at the Sleek But Practical Car Agency always call a customer three weeks after he or she has purchased a car to see if the customer is satisfied with the car and the agency's services. This call exemplifies the after-sale activity known as _________.
Follow-up
146
"May I write up your order now?" is a question to be used during a(n) __________ close.
Direct
147
One of the most helpful techniques for closing the sale is a dramatic product ________.
Presentation
148
John works in a coffee store where he sells coffee and coffee-making equipment. John is rarely successful at suggestion selling because he usually asks, "What else can I get for you?" John needs to be more ____ in his suggestions
specific
149
Often, hotel guests will find a questionnaire in their rooms that asks them to rate the services they receive from the hotel staff. The questionnaires help the hotel management in the after sale activity called ________.
Evaluation
150
A salesperson should not rush a customer into making a buying decision because, in a consumer-oriented marketplace, the salesperson's primary interests should always be in customer ______________.
Satisfaction
151
"This brass lamp would look very elegant on the coffee table you are purchasing," is an example of the suggestion selling method called offering _______ merchandise
related
152
Companies use relationship marketing strategies in order to encourage ______ business.
Repeat
