Question

b. sales automatically increase
c. customers become more satisfied
d. complaints disappear

1. a store representative helping a customer compare two similar items is performing which

function?
a. product design b. warranty processing c. selling d. delivery service

1. why do businesses conduct market research?

a. to understand customer needs and preferences
b. to limit product choices
c. to reduce competition
d. to shorten promotions

1. when a customer buys because of brand reputation, what factor influenced the purchase?

a. price competition
b. loyalty and trust
c. lack of alternatives
d. product unavailability

1. what type of promotion offers prizes based on chance?

a. contest b. sweepstakes c. coupon d. rebate

1. what does effective complaint handling usually lead to?

a. increased customer turnover
b. lower customer satisfaction
c. stronger customer loyalty
d. reduced service quality

1. a customer wants a cheaper product, but the salesperson suggests a premium one due to

quality. what selling skill is demonstrated?
a. upselling b. cross - selling c. sampling d. cold calling

1. a business giving free trials before purchase is offering what?

a. post - sales support b. pre - sales assistance c. warranty claim d. refund process

1. a customer calls to ask for help setting up a device. what should the representative do first?

a. transfer the call immediately
b. ask the customer to search online
c. listen and assess the customer’s need
d. tell the customer to return the product

1. a salesperson suggests a laptop based on the buyer’s budget and usage. what skill is applied?

a. guessing
b. personalized selling

Explanation:

Question 16

A store representative helping a customer compare two similar items is part of the selling process, as selling involves assisting customers in making purchase decisions. Product design is about creating products, warranty processing is about handling warranties, and delivery service is about delivering products. So the correct function is Selling.

Market research is conducted by businesses primarily to understand what customers need and prefer, so they can tailor products/services accordingly. Limiting product choices, reducing competition, or shortening promotions are not the main goals of market research.

Brand reputation leads customers to buy due to loyalty and trust they have in the brand. Price competition is about price, lack of alternatives or product unavailability are about availability, not reputation - based loyalty.

Answer:

C. Selling

Question 17