Good customer service reps help customers solve problems, but great customer service reps are proactive about looking for ways to prevent problems from occurring in the first place.
How does prospect of traveling a good deal grab you?
______________ consists of dividing a market into distinct groups of buyers; on the basis of needs, characteristics, or behavior, which might require separate products or marketing mixes. * a) Product differentiation * b) Market segmentation * c) Market targeting * d) Market positioning
When a company enters a new product category for which its current brand names are not appropriate, it will likely follow which of the following brand strategies? * a) Product extensions * b) Line extensions * c) Brand extensions * d) New brands
Wal-Mart owned Sams club is an example of a retail form called a(n) * a) Factory outlet * b) Super specialty store * c) Seconds store * d) Warehouse club
Yahoo, Info seeks, and Excite are all called * a) Browsers * b) Web casters * c) Search engines * d) Software
Successful ________________ depends on how well a company blends its people, organizational structure, decision and reward systems, and company culture into a cohesive program that supports its strategies. * a) Marketing strategy * b) Marketing control * c) Marketing analysis * d) Marketing implementation
The type of sales presentation approach that requires good listening and problem-solving skills is the * a) Canned approach * b) Formula approach * c) Need-satisfaction approach * d) Critical-thinking approach
Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need is called a(n) * a) Idea * b) Demand * c) Product * d) Service
________________ is quoted as saying that, "everyone lives by selling something." * a) Bill Gates * b) Robert Louis Stevenson * c) Arthur Miller * d) Henry Ford
Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction. * a) Internal marketing * b) service-profit chains * c) Interactive marketing * d) Service differentiation
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