Mkt 608 Final Practice Exam- Part 2

70 Questions | Total Attempts: 46

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MKT 608 Final Practice Exam- Part 2


Questions and Answers
  • 1. 
    According to Klein, what is the key to building a successful relationship with customers?
    • A. 

      Talking

    • B. 

      Listening

    • C. 

      Asking questions

    • D. 

      Taking your prospect out for drinks

    • E. 

      XXXXX

  • 2. 
    Which statement can be concluded from the original article?
    • A. 

      Customer Service means nothing at the store “Brain Dead”

    • B. 

      “Mr. Lief” was having a bad day.

    • C. 

      Managers need to keep an eye on their sales force to make sure they are doing their job correctly.

    • D. 

      Managers hired the right person for the sales clerk job.

    • E. 

      XXXXX

  • 3. 
    You should not be in business if you are afraid to ask which question?
    • A. 

      Do you have any suggestions for improvement?

    • B. 

      Were you satisfied with the service given?

    • C. 

      Would you be a repeat customer to our company?

    • D. 

      All of the above

    • E. 

      None of the above

  • 4. 
    All are part of the five steps to great customer service EXCEPT?
    • A. 

      Promptly answering phone calls

    • B. 

      Returning phone calls

    • C. 

      Learning to answer the phone

    • D. 

      Quickly correcting problems

    • E. 

      Learn your customer

  • 5. 
    According to the author of “Progression on technology tools brings regression in human relationships”, which state was formally known for slowing down their use of technology, but now is just like everyone else? 
    • A. 

      Texas

    • B. 

      Arkansas

    • C. 

      Alabama

    • D. 

      Kansas

    • E. 

      Oklahoma

  • 6. 
    When is it hardest for people to disconnect from technology? 
    • A. 

      After work

    • B. 

      On vacation

    • C. 

      At work

    • D. 

      At the gym

    • E. 

      While with friends

  • 7. 
    According to “My seven-point plan that will always keep you at the top,” which one of the following is not one of the elements
    • A. 

      Be patient

    • B. 

      Be organize

    • C. 

      Serve the big customer first

    • D. 

      Stay in touch all the time

    • E. 

      Ask a million questions

  • 8. 
    According to “My seven-point plan that will always keep you at the top,” which of the following item could help you to stay in organized?
    • A. 

      Your powerful brain

    • B. 

      A PDA is updated to the newest software version

    • C. 

      Personal computer with Microsoft Outlook software

    • D. 

      Whatever you use to help you keep your day compact and focused

    • E. 

      A notebook with a nice calendar

  • 9. 
    Which type of question will give a salesperson a short answer?
    • A. 

      Direct

    • B. 

      Open-ended

    • C. 

      Close-ended

    • D. 

      Indirect

    • E. 

      XXXXX

  • 10. 
    In order to sell, what must a salesperson do?
    • A. 

      Dominate conversation with prospects/customers

    • B. 

      Ask open and closed ended questions

    • C. 

      Never allow silent moments in conversation

    • D. 

      Assume they already know everything about the prospect/customer

    • E. 

      XXXXX

  • 11. 
    As discussed during the presentation, what does SMART stand for?
    • A. 

      Smart, Measurable, Achievable, Realistic, Tangible

    • B. 

      Specific, Measurable, Attainable, Realistic, Timely

    • C. 

      Specific, Measurable, Accessible, Realistic, Tangible

    • D. 

      Specific, Measurable, Accessible, Realistic, Timely

    • E. 

      Smart, Measurable, Attainable, Realistic, Tangible

  • 12. 
    Which of the following is incorrect about goals?
    • A. 

      Goal should be establish concrete criteria for measuring progress

    • B. 

      When listening goals, one builds self image

    • C. 

      A goal must represent an objective toward which on is both willing and able to work

    • D. 

      It is not necessary to set a specific time frame when listing a goal

    • E. 

      A goal is only realistic if one truly believes that it can be accomplished

  • 13. 
    According to Hal Becker, which of the following tips to be real with your customers focus on telling the customer like it is as far as you know it?
    • A. 

      Be consistent

    • B. 

      Don't be unfair

    • C. 

      Let customer make decision

    • D. 

      Be straightforward

    • E. 

      Talk objectively about your product

  • 14. 
    According to Hal Becker, which of the following tips to be real with your customers focuses on listening to them as you would if a best friend is telling you about his or her problem?
    • A. 

      Be truthful

    • B. 

      Be sincere, show empathy

    • C. 

      Be the same person with all people

    • D. 

      Make helping the buyer the focal point

    • E. 

      Let them do the talking

  • 15. 
    What should you NOT bring with you to a sales presentation?
    • A. 

      Questions

    • B. 

      Relevant brochures

    • C. 

      Large proposal document

    • D. 

      Pen and notepad

    • E. 

      Business card

  • 16. 
    If you DO NOT get in to see the decision-maker, what should you leave with the receptionist?
    • A. 

      Business card

    • B. 

      Product sample

    • C. 

      Brochure

    • D. 

      Video of product

    • E. 

      Nothing

  • 17. 
    What is the most common reason for customers to switch vendors?
    • A. 

      Inability to answer customers concerns

    • B. 

      Customers feeling unappreciated

    • C. 

      Cheaper prices at competitors stores

    • D. 

      All of the above

    • E. 

      XXXXX

  • 18. 
    Which of the following is NOT a way to help sell in a recession?
    • A. 

      Keeping a positive attitude

    • B. 

      Appreciating your customers

    • C. 

      Plan a business trip to Maui to obtain "new clients"

    • D. 

      Coming up with creative ideas to satisfy customers needs

    • E. 

      XXXXX

  • 19. 
    Which of the following are characteristics of a "real" salesperson?
    • A. 

      Consistency

    • B. 

      Personable

    • C. 

      Builds relationship

    • D. 

      All of the above

    • E. 

      None of the above

  • 20. 
    What factors should a "real" salesperson remember about sales?
    • A. 

      Every customer should be a sale

    • B. 

      Do not take objections personal

    • C. 

      Consider all prospects as potential customers

    • D. 

      Both B and C

    • E. 

      XXXXX

  • 21. 
    Which of these is not part of the four criteria of goal setting mentioned by Becker?
    • A. 

      Specific time frame

    • B. 

      Measurable

    • C. 

      Realistic

    • D. 

      Challenging

    • E. 

      Observation

  • 22. 
    What method does Becker suggest in obtaining big goals?
    • A. 

      Head on

    • B. 

      Do something each day

    • C. 

      Procrastinate

    • D. 

      Disseminate

    • E. 

      Donuts

  • 23. 
    How many times should you schedule one-on-one meetings with members of your sales staff?
    • A. 

      Once

    • B. 

      Once a week

    • C. 

      Once a month

    • D. 

      Once a year

    • E. 

      Never

  • 24. 
    What areas should you look at with your sales staff during your weekly one-on-one meeting?
    • A. 

      Their calendar for the week that just ended

    • B. 

      Their calendar for the coming week

    • C. 

      A list of their prospects

    • D. 

      All of the Above

    • E. 

      None of the Above

  • 25. 
    What does K.I.S.S. stand for?
    • A. 

      Keep It Sincere and Simple

    • B. 

      Knowing Is Simply Sufficient

    • C. 

      Keep It Simple, Stupid

    • D. 

      Knowing Increase Sales Severely

    • E. 

      Keep It Safe, not Sorry

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