List whatever tasks you perform each day. Some of these may be among them:
Answering requests, responding to calls, maintaining and updating records, providing service information, dealing with misapplied payments and billing.
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
If a companys objective were to reach masses of buyers that were geographically dispersed at a low cost per exposure, the company would likely choose which of the following promotion forms. * a) Advertising * b) Personal selling * c) Public relations * d) Sales promotion
The typical method of retail operation used by supermarkets and catalog showrooms is called * a) Self-service retailing * b) Limited-service retailing * c) Full-service retailing * d) Service-merchandiser
Using a successful brand name to introduce additional items in a given product category under the same brand name (such as new flavors, forms, colors, added ingredients, or package sizes) is called a(n) * a) Line extension * b) Brand extension * c) Multi-branding * d) New brands
______________ includes practices such as overstating the products features or performance, luring the customer to the store for a bargain that is out of stock, or running rigged contests. * a) Deceptive promotion * b) Deceptive packaging * c) Deceptive pricing * d) Deceptive cost structure
The total number of items that the company carries within its product lines refers to the ___________ of the product mix. * a) Width * b) Depth * c) Length * d) Consistency
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