Andrew is a sales representative for an industrial chemical supplier. He ensures he is never late for appointments with customers and always follows through on promises he makes to them. Because of Andrew's work ethic, his customers perceive him as being:
A) knowledgeable.
B) introverted.
C) dependable.
D) vulnerable.
E) egocentric.
Question 2Consumers determine a shortage or an unfulfilled desire exists during which step of the consumer decision process?
A) problem awareness
B) stimulus
C) evaluation of alternatives
D) postpurchase evaluation
E) the choice stage
Question 3Salespeople who always do what they say they will do earn the trust of buyers because buyers perceive them as being:
A) dependable.
B) resilient.
C) experienced.
D) egocentric.
E) knowledgeable.
Question 4The prepurchase stage consists of all of the following activities except:
A) the approach.
B) problem awareness.
C) information search.
D) stimulus.
E) evaluation of alternatives.
Question 5Bill, a sales representative at a home appliance store, is trying to convince a customer to purchase a particular refrigerator. The customer is confused with so many options available and cannot decide which one to buy. Following traditional selling methods, which of the following should Bill do?
A) He should allow the customer to go home and think over the available options.
B) He should offer the customer his contact number so that he or she can discuss the options later.
C) He should close the sale as quickly as possible, using whatever means possible.
D) He should ask the customer to list his or her requirements first instead of making a hasty decision.
E) He should sit down and discuss the customer's personal life over a cup of coffee.
Question 6The consumer decision process consists of:
A) stimulus, problem awareness, and purchase stages.
B) prepurchase, consumption, and postpurchase stages.
C) problem awareness, evaluation of alternatives, and postpurchase behavior.
D) stimulus, information search, and postpurchase behavior.
E) information search, purchase, and postpurchase behavior.
Question 7Which component of trust in a salesperson does a buyer's question Can you and your company back up your promises? most likely address?
A) Customer orientation
B) Likability
C) Service resilience
D) Dependability
E) Compatibility
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