Every customer service rep is going to encounter customers who are upset. Great candidates should remain respectful while continuing to provide as high a level of service as possible.
______________ 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
The use of price points for reference to different levels of quality for a company is related products are typical, of which product-mix pricing strategy * a) Optional-product pricing * b) Captive-product pricing * c) By-product pricing * d) Product line pricing
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