This question should give you a sense of the candidate’s ability to empathize with a customer. Good customer service reps should be able to apologize and acknowledge known problems while assuring customers that your team is working on a solution.
Concerns that the manufacturers of harmful products such as tobacco have influence on lawmakers to the detriment of the public interest are used as evidence of, which criticism of marketing * a) Too much advertising * b) Too few social goods * c) Cultural pollution * d) Too much political power
The __________________ is a person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts influence on others. * a) Facilitator * b) Referent actor * c) Opinion leader * d) Social role player
The Internet evolved from a network created by _________________ during the 1960s. * a) The Commerce Department * b) The Massachusetts Institute of Technology (MIT) * c) Northwestern University * d) The Defense Department
All of the following would be ways to segment within the category of psychographic segmentation except * a) Social class * b) Occupation * c) Lifestyle * d) Personality
Pricing to cover variable costs some fixed costs, as in the case of some automobile distributorships that sell below total costs, is typical of which of the following pricing objectives? * a) Current profit maximization * b) Product quality leadership * c) Market share leadership * d) Survival
In determining sales force size, when a company groups accounts into different size classes and then determines the number of salespeople needed to call on them the desired number of times, it is called the * a) Key-size approach * b) Work-load approach * c) Product-need approach * d) Call-service approach
Setting call objectives is done during which of the following stages of the selling process * a) Prospecting * b) Pre-approach * c) Approach * d) Handling objections
A ______________ is a good offered either free or at low cost as an incentive to buy a product. * a) Patronage reward * b) Spiff * c) Price pack * d) Premium
________________ are products bought by individuals and organizations for further processing or for use in conducting a business. * a) Consumer products * b) Services * c) Industrial products * d) Specialty products
Company that overlooks new and better ways to do things will eventually lose customers to another company that has found a better way of serving customer needs is a major tenet of which of the below * a) Innovative marketing * b) Consumer-oriented marketing * c) Value marketing * d) Sense-of-mission marketing
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