Question 1

A breakdown in any element of the marketing mix can result in a requirement for

Accepted Answer

A breakdown in any element of the marketing mix can result in a requirement for customer service. Ideally, a firm should deliver what it promises but a marketing mix, being a human process, can have errors.

Question 2

A customer service rep's main job is to:

Accepted Answer

The job of a customer service rep is to provide that service which is required to solve a problem that a customer encounters with a purchase. It also involves taking steps to remedy what went wrong.

Question 3

Dow Chemical hires science and engineering graduates to explain the advantages of its products--and how to dispose of them in an environmentally friendly manner--to prospective customers. What type of salesperson is this?

Accepted Answer

Technical specialists have the know-how to understand customer's applications, explain the advantages of the company's product, and provide technical assistance. They are more skilled in showing the technical details of their product than in trying to persuade customers to buy it.

Question 4

Which of the following statements about customer service is true?

Accepted Answer

Sometimes the marketing mix is fine, but the customer makes a purchase that is a mistake. Or customers may simply change their minds. Either way, customers usually expect sellers to help fix purchasing errors. Customer service reps have to find a way to deal with such customers and not alienate them.

Question 5

Edward Seaton owns a firm that manufactures custom-made carpets. He has a regular sales force to call on smaller customers and an elite force to call on larger accounts. The elite sales force is called:

Accepted Answer

The elite sales force is called a major accounts sales force. A major accounts sales force sells directly to large accounts.

Question 6

Jim Meadowmont works for Sony. He doesn't take orders from customers, but he is extremely knowledgeable about the entire Sony product line and about how its specifications compare to the competition's products. He helps a regular Sony salesperson by providing details about how Sony's products work, and knows the customer applications for which the products are best suited. Jim is a(n):

Accepted Answer

Technical specialists are often science or engineering graduates with the know-how to understand the customer's applications, explain the advantages of the company's product, and provide technical assistance. They are usually more skilled in showing the technical details of their product than in trying to persuade customers to buy it.

Question 7

Customer service reps help:

Accepted Answer

Other types of personal selling help to win customers, but effective customer service is especially critical in keeping them.

Question 8

Jeffrey O'Donnell works for a producer of dairy products and knows all about these products. He is responsible for only two very large chain customers. Other sales reps, like Jeffrey, call on other large chains for this producer. They regularly call on the central offices of these big retail chains and encourage them to buy the company's full line. Jeffrey is:

Accepted Answer

A major accounts sales force sells directly to large accounts.

Question 9

Hannah Spiritway works for a cable TV company in a large city. She handles telephone calls from customers who are having problems with their cable service. Hannah is

Accepted Answer

Customer service reps are required to solve a problem that a customer encounters with a purchase.

Question 10

A customer service rep's job could include:

Accepted Answer

The job of a customer service rep is to provide that service which is required to solve a problem that a customer encounters with a purchase. All of these alternatives could be the job of a customer service rep.

Question 11

Jonquil, Inc., located in Walla Walla, Washington, is a major manufacturer of class rings for colleges. It is one of two ring companies trying to become the solely authorized class ring distributor for Carter Glass University in Virginia--a large university of over 25,000 students. When invited to make a sales presentation to the buying group at Carter Glass University, Jonquil sent the national vice-president of marketing, the national customer service director, the national design director, the regional sales manager, and the local sales representative in Virginia. During the sales presentation, each person discussed what role he/she would have in serving the Carter Glass University account. Jonquil, Inc. seems to be doing:

Accepted Answer

Firms often rely on team selling-when different people work together on a specific account. Different specialists handle different parts of the job but the whole team coordinates its efforts to achieve the desired result.

Question 12

Which of the following statements about telemarketing is False?

Accepted Answer

In business markets, an "inside" sales force can often build profitable relationships with small or hard-to-reach customers. In final consumer markets, telemarketing has a bad name. The National Do Not Call Registry in the U.S. (and similar laws in other countries) have largely eliminated telemarketing to consumers.

Question 13

Customer service reps

Accepted Answer

Customer service reps work with customers to resolve problems that arise with a purchase, usually after the purchase has been made.

Question 14

Customer service reps:

Accepted Answer

Customer service reps are required to solve a problem that a customer encounters with a purchase. All of these alternatives are true regarding customer service reps.

Question 15

Sarah Manchester works for a cable TV company in a large city. She consults with architects and builders who want advice about planning for a home theater set-up before a home is built and wired. The cable company created Sarah's position when it learned that a local satellite TV service provider was signing up a larger share of new home owners in luxury subdivisions. Sarah is a(n):

Accepted Answer

Technical specialists are supporting salespeople who provide technical assistance to order-oriented salespeople. Technical specialists have the know-how to understand the customer's applications and explain the advantages of the company's product.

Question 16

Which of the following alternatives about telephone selling by an inside sales group is FALSE?

Accepted Answer

Telephone selling in business markets is often used to extend personal selling efforts to new target markets or increase the frequency of contact with current customers. An advantage of telephone selling by an inside sales group is that it saves time and money for the seller, and it gives customers a fast and easy way to solve a purchasing problem.

Question 17

A good marketing manager organizing a new sales force knows that:

Accepted Answer

Firms often rely on team selling-when different people work together on a specific account. Different specialists handle different parts of the job but the whole team coordinates its efforts to achieve the desired result.

Question 18

Customer service is part of:

Accepted Answer

Customer service reps are a key part of personal selling. They are not just fixing the customer's problem, but rather fixing the company's problem, which is the risk of losing customers. Personal selling is part of Promotion.

Question 19

Customer service reps:

Accepted Answer

Customer service reps work with customers to resolve problems that arise with a purchase, usually after the purchase has been made.

Question 20

Dell sells custom-made computer systems. Besides order getters, Dell probably uses:

Accepted Answer

Technical specialists are supporting salespeople who provide technical assistance to order-oriented salespeople. They are often science or engineering graduates with the know-how to understand the customer's applications and explain the advantages of the company's product.

Quiz 14: Personal Selling and Customer Service

A breakdown in any element of the marketing mix can result in a requirement for

A customer service rep's main job is to:

Dow Chemical hires science and engineering graduates to explain the advantages of its products--and how to dispose of them in an environmentally friendly manner--to prospective customers. What type of salesperson is this?

Which of the following statements about customer service is true?

Edward Seaton owns a firm that manufactures custom-made carpets. He has a regular sales force to call on smaller customers and an elite force to call on larger accounts. The elite sales force is called:

Customer service reps help:

Hannah Spiritway works for a cable TV company in a large city. She handles telephone calls from customers who are having problems with their cable service. Hannah is

A customer service rep's job could include:

Which of the following statements about telemarketing is False?

Customer service reps

Customer service reps:

Which of the following alternatives about telephone selling by an inside sales group is FALSE?

A good marketing manager organizing a new sales force knows that:

Customer service is part of:

Customer service reps:

Dell sells custom-made computer systems. Besides order getters, Dell probably uses: