ICEV Final Exam questions with complete solution graded A.docx, Exams of Nursing

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ICEV Final Exam questions with

complete solution graded A+ 2023

Which of the following is an example of personal selling? - correct answer Door-to-door sales Which of the following is NOT a goal of sales? - correct answer Increase employee morale Which of the following is NOT a current trend in sales? - correct answer Increasing telemarketing efforts What percentage of total sales does online sales account for each year? - correct answer 33 percent Which of the following is true of business-to-business sales? - correct answer It typically requires an appointment Which of the following is NOT a rationale buying motive? - correct answer Prestige What is the recommended way for salespeople to come to understand the product they are selling? - correct answer Read printed materials and receive formal training Routine decision-making is used in which of the following situations? - correct answer When familiarity with the product is high What are examples of product typically purchased using limited decision-making? - correct answer Technology and household appliances Which of the following is NOT a suggested source of sales leads? - correct answer Social Events When is it alright to perform the selling process out of order? - correct answer When the customer dictates it

What is the second step in the selling process? - correct answer Determining customer needs What is the final step of the selling process? - correct answer Building relationships The selling process is unique based on what variables? - correct answer Type of sale, product and customer What should the selling process help a salesperson do? - correct answer Fulfill the needs and wants of customers What is a combination approach? - correct answer One which involves elements of each other type of approach Which of the following is a purpose of the approach? - correct answer Beginning a conversation What is a common approach mistake? - correct answer Asking "May I help you?" too often Which of the following is NOT a suggested type of approach? - correct answer Decisive Which of the following examples is considered a merchandise approach? - correct answer "I noticed you looking at the tile. How much do you need?" When observing, a salesperson should notice which of the following? - correct answer The time a customer spends with the product Determining the customer's needs should NOT involve what? - correct answer Assumptions Which of the following topics should be avoided when questioning a customer? - correct answer Price and money

What is a close-ended question? - correct answer One which requires a yes or no answer Which of the following is NOT an open-ended question? - correct answer "Will this work for what you're needing?" How many products should a salesperson show a customer at one time? - correct answer No more than three What is a customer benefit? - correct answer Advantages and satisfaction a customer receives from a product Which of the following is NOT a recommended sales aid? - correct answer Competing products What does involving the customer include? - correct answer Conversation and giving the customer experience with the product What is a product feature? - correct answer Physical attributes of a product Which of the following is an example of the superior-selling method of overcoming resistance? - correct answer "The high price is due to the added capabilities you need which cheaper models don't have." What is the third step in the process for handling customer resistance? - correct answer Restate the specific objection What is the boomerang method for overcoming resistance? - correct answer Turning the objection into a selling point What is a customer objection? - correct answer A valid concern, hesitation, doubt or honest reason for not making a purchase What of the following is NOT a common type of resistance? - correct answer Society-related

Which of the following would NOT be considered a "buying signal"? - correct answer Looking at watch What is an ascending close? - correct answer Asking questions which require "yes" for an answer Which of the following is NOT an example of a possible incentive offered through an incentive program?

• correct answer Ability to hire and fire What is commission? - correct answer A reward for an employee based on performance Which of the following is an example of a standing room only close? - correct answer "Don't wait too long, they may be gone by next week." Which method for suggestion selling is seen as a routine habit and is often required by a company? - correct answer Calling attention to special sales offers What is the easiest form of suggestion selling? - correct answer Offering related merchandise Who does suggestion selling benefit? - correct answer The customer, salesperson and company What is suggestion selling? - correct answer Offering related goods to the customer Which is NOT an example of related merchandise a salesperson might offer? - correct answer A buy one, get one free deal What is the recommended way to evaluate customers' satisfaction? - correct answer Surveys or questionnaires Why is building relationships important? - correct answer Because of increased competition Which of the following is NOT a topic to consider including in customer satisfaction evaluation? - correct answer Location of the presentation

What is follow-up? - correct answer Actions performed after the customer has left the store Which of the following is NOT suggested to make sure a customer departs satisfied? - correct answer Rushing through the transaction process If a table costs $185 and the sales tax rate is 6 percent, what is the final sales price? - correct answer $196. What is a check? - correct answer A written note granting permission to withdraw funds for an account Which of the following is NOT typically included on an invoice? - correct answer Pictures of merchandise What is a contractual agreement which allows a customer to temporarily use the merchandise for further consideration? - correct answer On-approval transaction Who collects sales tax? - correct answer State and local government Which term is used to describe a business's percentage of total sales within a given market or industry? - correct answer Market share Susan is preparing to purchase a new car. Which type of decision-making is she most likely to use? - correct answer Extensive Sales tax varies by ________ and _________. - correct answer State; City Insincere reasons for not making a purchase are considered which of the following? - correct answer Excuses To be successful, the selling process may require a salesperson to push customers to buy something they might not need or want. - correct answer False

Matching the characteristics of a product to how it will meet a customer's wants and needs is known as which of the following? - correct answer Feature-benefit selling Which type of approach is recommended if a customer is in a hurry or making a routine purchase? - correct answer Service approach When determining customer needs, ___________ involves noticing a customer's nonverbal communication and reactions. - correct answer Observing Personal selling includes telemarketing. - correct answer True Quality is an example of a(n) _________ buying motive, whereas tradition is an example of a(n) __________ buying motive. - correct answer Rational; Emotional Which of the following is NOT a business department mentioned in the presentation? - correct answer External relations Which of the following is an example of a producer? - correct answer Mine Which of the following is an example of a service firm? - correct answer Landscape company Which of the following is NOT an example of a processor? - correct answer Automobile factory According to the presentation, how are businesses classified? - correct answer Work activities the business performs Evaluating employee performance helps with all of the following EXCEPT? - correct answer Sick leave Which of the following is NOT a level of Maslow's hierarchy of needs? - correct answer Personal interest

Which of the following is NOT a function of management? - correct answer Analyzing Which of the following is NOT a role the Human Resources department plays when helping orient employees? - correct answer Analyzing new employee morale Which of the following is NOT a step of the employment process in the Human Resources department according to the presentation? - correct answer Negotiate salary and benefits of new hires Which of the following is NOT a source of funding? - correct answer Decreasing owner contributions Which of the following is NOT a responsibility of the Finance department? - correct answer Establishing external relations Which of the following are the debts or obligations of a business? - correct answer Liabilities According to the presentation, why is the Finance and Accounting department important to a business? - correct answer Business cannot exist without cash flow Items of value owned by a business are known as which of the following? - correct answer Assets Which of the following correctly lists the needs of consumers which should be attempted to be met? - correct answer Physical, social, psychological Which of the following is NOT a role of production and distribution in a company? - correct answer Marketing Which of the following is NOT a stage of the product life cycle? - correct answer Evaluation Which of the following is NOT a component of the marketing mix? - correct answer Perception

Which of the following are the activities used to persuade consumers they need the product? - correct answer Promotion The focus of the maturity stage (stage 3) in the product life cycle is to build customer satisfaction and recognize competitors entering the market. - correct answer False Group training gives employees hands-on practice with supervision. - correct answer False Intrinsic motivation occurs internally and includes enjoyment and accomplishment. - correct answer True Which of the following is an example of a non-profit organization? - correct answer Salvation Army Which of the following is the goal of the finance department? - correct answer Determining the use of company resources and funds A system used to record, classify, summarize and report the financial position of a business is known as which of the following? - correct answer Accounting The employment process is carried out by which department? - correct answer Human resources Psychological needs are those for necessities such as safety, security and health. - correct answer False Which type of business produces processed goods by changing raw goods into a more finished form? - correct answer Processors Which of the following is NOT one of the modes of transportation distribution typically uses for transportation? - correct answer Cable When starting a new business, you should be prepared for which of the following? - correct answer Twelve-hour workdays six to seven days each week

According to the segment, which of the following is NOT a question asked in the strategy and development process? - correct answer Where will we buy equipment What is the first and primary question you should ask yourself before starting a small business? - correct answer Do I have what it takes According to the segment, which of the following was NOT an issue in taking over a business? - correct answer Market share Money needed to expand for additional inventory, equipment, marketing cost, employees, etc. is known as which of the following? - correct answer Expansion capital Which section of the business plan should be the bulk of the plan? - correct answer Service and/or product line Which section of the business plan identifies a target market? - correct answer Market analysis The phenomenon demonstrating individuals desire to get along and avoid conflict is known as which of the following? - correct answer Groupthink Which section of the business plan discusses how owner(s) plan to enter the industry and grow the business? - correct answer Marketing and sales Which type of market test engages the snowball effect? - correct answer Networking Which of the following is NOT one of the considerations to determine if you "have what it takes" to start a business? - correct answer Experience Management profiles do NOT include which of the following? - correct answer A description of family When conducting a market analysis, you should forecast the next __________. - correct answer Three to five years

Which of the following is NOT suggested to prevent groupthink? - correct answer Avoid members with dominant personalities Site locators __________ the ability to promote the business and be successful. - correct answer Increase Which of the following structures adopt the chain-of-command methodology? - correct answer Hierarchical The statement: "to increase our brand recognition" is an example of which of the following? - correct answer Goal With what office do owner(s) register the businesses name? - correct answer Secretary of State What is the term for specific, time-sensitive accomplishments used to measure the short-term progress of an organization? - correct answer Objectives Which of the following business structures work great for small businesses? - correct answer Learning based Which of the following steps in the sales process occurs when a salesperson searches for prospects? - correct answer Pre-approach Which of the following steps in the sales process involves revisiting the customer after the sale has been closed? - correct answer Following up Which of the following steps in the sales process is defined as the first time a salesperson actually attempts selling a product or service? - correct answer The approach Which of the following is the most important phase of the sales process? - correct answer Closing the sale

Which of the following steps in the sales process involves matching the customer's needs to the product or service? - correct answer Determining customer's needs Which of the following products meets a high-level need? - correct answer A gold necklace How many stages are included in Maslow's Hierarchy of Needs? - correct answer Five Before a person is able to satisfy his or her need for love, which of the following types of needs should be satisfied? - correct answer Safety Which of the following is NOT included in Maslow's Hierarchy of Needs? - correct answer Need for education Which of the following statements is INCORRECT about customers' needs? - correct answer Customers always know what their true needs are. Which of the following questions helps a salesperson determine why the prospect wants to buy a product? - correct answer What will the prospect receive by buying a new product? Which of the following is an INCORRECT statement about reading body language? - correct answer It is not as important as asking questions or listening to responses. By asking "How do you like your current product?", the salesperson is using which of the following techniques to determine the customer's needs? - correct answer Asking an open-ended question By saying "I understand you have some trouble with the laptop", the salesperson is using which of the following techniques to determine the customer's needs? - correct answer Rephrasing questions or problems Which of the following is NOT a technique of determining customers' needs? - correct answer Waiting for the customer to approach you

Recognizing nonverbal actions is also called speaking someone's language. - correct answer False Customer needs will always be clear. - correct answer False The why set of questions does which of the following? - correct answer Helps a salesperson determine why their prospect wants to buy a new product A sales script is one beneficial tool used in dynamic sales presentations. - correct answer False Determining the customer's needs is the ________ step of the sales process. - correct answer Third Determining customer needs is a critical aspect toward preparing the prospect for close. - correct answer True Determining customer needs involves listening to the customer to see what their needs are. - correct answer True If you have developed a dynamic sales presentation and your customer has a question during it, what should you do? - correct answer Answer the question directly then use the answer to weave back into the sales pitch A customer need is different from a customer want because a need is something the customer is directly searching for. - correct answer True What is the purpose of the sales process? - correct answer To have a chance to close the sale What year did Life® publish their fist edition? - correct answer 1936 In 1938, which of the advertising mediums surpassed magazines as a source of revenue? - correct answer Radio

Who opened the first firm to implant commission system based on 'open contracts'? - correct answer Francis Wayland Ayer When did Kellogg's® place their first ad for Corn Flakes®? - correct answer 1906 Which of the following became the largest advertising medium in the world in 1954? - correct answer CBS® Which of the following types of advertising is used to influence the way a customer perceives a product?

• correct answer Image Which of the following types of advertising is used to create a favorable image for an entire company? - correct answer Institutional Which of the following types of advertising is designed to bring former customers back to a product? - correct answer Switchback Which of the following types of advertising is used after a product has been introduced? - correct answer Persuasive Which of the following types of advertising encourages consumers to make the initial purchase of a new product? - correct answer Trial Which of the following is NOT an Internet advertising method? - correct answer Display ads Cross-promotional ads and product placement ads are examples of what form of advertising medium? - correct answer Specialty Which form of advertising media is the most inexpensive? - correct answer Newspaper

Coupons, fliers and invitations are examples of what form of advertising medium? - correct answer Direct mail Which form of advertising media is the most expensive? - correct answer Television Dividing markets into groups based on consumer knowledge, attitude or response to a product is an example of which kind of segmentation? - correct answer Behavioral Advertising cost should be comprised of what percentage of a company's budget? - correct answer At least 20 What does CPM, a calculation used to determine the value or effectiveness of a medium, stand for? - correct answer Cost per thousand Which of the following is NOT a component of advertising campaigns? - correct answer Geographic segmentation Which of the following can be best described as a specific group of buyers who share common needs or characteristics? - correct answer Target market Which of the following is a way social media contributes to advertising? - correct answer Keeping message direct Which of the following impacts does target audiences NOT have on advertisement? - correct answer How many times an advertisement will be run Which of the following is NOT a way technology is used in advertisement as talked about in the presentation? - correct answer Multiculturalism Which of the following is defined as the co-existence of diverse cultures, including race, religious beliefs and cultural backgrounds? - correct answer Multiculturalism

In 2016, social media advertising revenue on Facebook® is projected to earn which of the following? - correct answer $3.8 billion Where would a transit advertisement be located? - correct answer On forms of transportation What is the most expensive radio time slot for advertising? - correct answer Morning drive A pet store's advertising department decided the best way to divide markets for their advertising was to focus on whether people have or do not have pets and if they are interested in animals or not. Which type of segmentation is this? - correct answer Psychographic Which type of television ad reaches the largest audience? - correct answer Network television ads Which type of advertising media timing is designed to provide greater exposure over a longer period and build customer loyalty? - correct answer Continuous ads Which of the following is NOT a type of ad offered by newspapers? - correct answer Banner ads When selecting a newspaper to advertise in, which of the following should be considered? - correct answer All of the above The number of times a consumer is exposed to a message is called "reach." - correct answer False An advertising campaign such as "Milk Life," which promotes the milk industry rather than a particular brand is known as which of the following? - correct answer Institutional advertising Advertising costs are calculated based on which of the following? - correct answer Cost per thousand impressions Personal selling is set apart from other forms of promotion by which of the following? - correct answer Two-way communication between a customer and salesperson occurs

NOT a form of personal selling - correct answer Advertising What is a product's most basic feature - correct answer The product's use Product benefits are accurately defined by - correct answer Advantages customers receive from buying the product Which type of motives influence most buying decisions? - correct answer A combination of rational and emotional motives This style of decision making includes little or no prior research and thinking - correct answer Routine decision making Items perceived as having a high degree of risk would typically be purchased using which style of decision making? - correct answer Extensive decision making Extensive decision making - correct answer Products which a consumer has bought before, but not on a regular basis An example of an item which would typically be purchased using limited decision making? - correct answer A vacation Which style of decision making will consumers who develop brand loyalty use? - correct answer Routine decision making It is easy for a customer to lose "faith" in a salesperson when which of the following is apparent? - correct answer The salesperson does not fully understand the product

NOT a suggested source of product information? - correct answer Advertisements Trade publications can help salespeople in which of the following ways? - correct answer They are used to study industry trends and keep up-to-date The following method of prospecting is also known as blind prospecting? - correct answer Canvassing Retail sales preparation revolves around which activities? - correct answer Stock-keeping and housekeeping What is the first step in the selling process? - correct answer Approaching the customer When listening to determine customer needs, a salesperson should NOT - correct answer Interrupt If a customer's comment is "The last time I bought this brand I hated it," the comment is classified as - correct answer Source objection This is NOT considered a buying signal? - correct answer Absence of negative responses A company's ability to maintain customer relationships has been improved by - correct answer Better technology If you are seeking a job, you should develop - correct answer Selling strategy for marketing yourself NOT a recommended way of preparing for a job interview? - correct answer Becoming friends with current company employees If you do not receive a job which you interviewed for, - correct answer Suggest the company keep you on the list for future job openings

Why should you check all job field openings within a company you plan to apply with? - correct answer To determine the human resource needs of the company This source can provide you with what a prospective employer might need, as well as insight into the company environment? - correct answer Interviews with current employees What is feature-benefit selling? - correct answer Matching a customer's needs and wants with product characteristics Matching a customer's needs and wants with product characteristics - correct answer True This is an example of an item for which people would typically use extensive decision making to purchase? - correct answer Land A good salesperson should not prepare for a sale with the following action - correct answer Working with competitors to learn their strategies Potential customers can be found through: - correct answer Newspapers, Employer leads, Trade and professional directories, Customer referrals Objections and excuses are essentially the same thing. - correct answer False This essentially defines closing the sale? - correct answer Getting a positive agreement from the customer to buy the product Establishing on-going communication with customers is called - correct answer Relationship marketing How is it recommended to finish up a job interview? - correct answer Writing a short thank-you note Customer needs are not determined through - correct answer Ignoring the customer for a few minutes

The first step of the consumer decision making process? - correct answer Need Identification This is an example of a marketing source when searching for information of a product? - correct answer Product advertisements Selecting a set of brands and then considering when and where to buy describes which types of purchase behavior? - correct answer Item First The step of the consumer decision making process which involves comparing the product to expectations and deciding whether it is satisfying ordissatisfying? - correct answer Post-purchase evaluation NOT a tactic of reducing cognitive dissonance? - correct answer Free Shipping Lifestyle is identified by? - correct answer Activities, interests and opinions This is NOT determined by the personality of a customer? - correct answer Whether the customer has awareness of the product A person's need for respect belongs to which level of Maslow's hierarchy? - correct answer Esteem The most enduring judgment of good or bad? - correct answer Value A reference group has the least influence on a person for buying which of the following items? - correct answer A life insurance plan What does a customer try to achieve by asking "what problem am I trying to solve?" - correct answer Identifying the needs The organization that publishes the Consumer Reports? - correct answer Consumer Union

This is NOT a sign of well-constructed clothing? - correct answer Several snags and pulls The following information about a car is not provided by CARFAX.com. - correct answer Previous purchase price This is an advantage of a house buyer - correct answer Freedom to remodel or redecorate Allison would like to bake a cake but realized she is out of milk. Which of the following stages of the consumer decision making process is this an example of? - correct answer Need identification Buying the same brand of goods is a result of which of the information searching? - correct answer Internal searching Which does NOT affect when people make a purchase? - correct answer Store Atmosphere Which question measures a person's activity? - correct answer How often do you visit shopping malls? When reading a magazine, Lisa pays attention to some ads but ignores the others. Which type of selective perception is this an example of? - correct answer Selective attention The stars-and-stripes flag is an example of which of the cultural elements? - correct answer Symbol Which of the stages in the family life cycle does a family typically downsize their house? - correct answer Retirement Where can a car buyer find the value of a particular model? - correct answer Kelley Blue Book Which is a disadvantage of buying a used car? - correct answer Limited Choice This is NOT a renter's right? - correct answer Not paying the rent in case of emergency

Frugal is - correct answer Not being wasteful Peer pressure is also known as __________. - correct answer The bandwagon effect Emotions could cause you to make a purchase you might not otherwise make. - correct answer True The term for a set of values based on the moral virtues of hard work and perseverance? - correct answer Work ethic Delayed payments often help you save money in the long run. - correct answer False Impulse buying appeals to the emotional side of the consumer. - correct answer True Scarcity is the problem of society having limited wants and needs, while possessing unlimited resources.

• correct answer False Opportunity cost is the cost of an item in terms of other opportunities which weregiven up. - correct answer True The awareness of one's surrounding environment and the impact personaldecisions can have on? - correct answer Civic consciousness The fact Americans make different financial decisions than Europeans is due to? - correct answer Cultural influence Consumers use limited decision making to purchase which types of items? - correct answer Products which a consumer has bought before, but not on a regular basis Promotion is any form of communication a business or organization uses to do which of the following? - correct answer Inform, persuade or remind people about products or services

Promotion allows businesses to improve which of the following? - correct answer Public image The promotional mix is the set of tools a business utilizes to effectively communicate which of the following to customers? - correct answer The benefits of products or services If customers are not aware of a company's products and services, which of the following will occur? - correct answer The business will not survive Which of the following tools is NOT part of the promotional mix? - correct answer Product design What are the two basic aspects of advertising? - correct answer The message and the medium Advertising which plays before a movie uses which type of advertising medium? - correct answer Broadcasting media Which of the following is NOT an advantage of advertising? - correct answer It is inexpensive Public relations is often associated with which of the following? - correct answer Publicity or "free advertising" Which of the following is NOT included in public relations? - correct answer Buy one, get one sales Which of the following is an advantage of sales promotion? - correct answer It increases sales and immediate buying action. Which of the following is an example of sales promotion? - correct answer Passing out coupons at a sport event What is the ultimate goal of personal selling? - correct answer Closing the sale

Which of the following is a disadvantage of personal selling? - correct answer It can be costly due to the required sales force. Which of the following is an example of personal selling? - correct answer Calling homes to persuade potential customers to buy a product Which of the following is NOT a tool of determining the target market? - correct answer An advertisement What percentage of a company's profit is typically allocated for promotion? - correct answer 20 percent Promotional messages consist of which of the following components? - correct answer Format and content Which of the following is NOT an appropriate promotion for the target audience of women ages 20-40? - correct answer Sponsoring a professional baseball game Which of the following is NOT a consideration when selecting a promotional method? - correct answer The employees of the business ______________ is any form of communication a business or organization uses to inform, persuade or remind individuals about its products or services. - correct answer Promotion Public relations is not part of the promotional mix. - correct answer False Advertising is a form of paid and non-personal promotion. - correct answer True Which of the following is NOT a type of public relations activity? - correct answer Door-to-door sales Which of the following is an example of personal selling? - correct answer Telemarketing

Which of the following is NOT one of the three advertising decisions? - correct answer Time of day Promotional planning is the combination of strategies and cost-effective allocation of resources in order to create the desired promotional outcome of a business. - correct answer True What is the segment of individuals who benefit from your product called? - correct answer Target market Which of the following is an example of sales promotions? - correct answer Coupons are rebates The Daily Herald runs an article on a restaurant opening. - correct answer PR The counter clerk at a fast food chain takes your order. - correct answer PS Chevrolet introduces a new product during the Super Bowl. - correct answer A A sales associate convinces a customer to buy a new shirt. - correct answer PS A cruise line offers a free-trip for attending a short meeting. - correct answer SP Small toys are used in cereal boxes. - correct answer SP A photographer hosts a raffle for a free photo session. - correct answer SP A local business sponsors a college scholarship. - correct answer PR A store helps to sponsor a club fashion show. - correct answer PR A business is announced as the official event sponsor. - correct answer PR

A window display features new winter apparel. - correct answer SP A grocery store distributes free food samples. - correct answer SP A national company produces a 30-second radio spot. - correct answer A Coupons are placed inside product packages. - correct answer SP A company buys a half page ad in the school yearbook. - correct answer A Which of the following is NOT a common criticism about ethical marketing communication? - correct answer Making program-length commercials called infomercials Which of the following accurately defines noise in the communication process? - correct answer Any type of distraction reducing the effectiveness of the communication process Which step in the hierarchy of communication affects aims to persuade consumers about a brand's advantages and get them to like the brand? - correct answer Attitude Rachel has learned most consumers in her area notice her business's product and brand, but are not sure how it is different from her competitors. Which step in the hierarchy of communication affects should she focus on in her new marketing? - correct answer Knowledge In order to make encoding less difficult, the source and receiver need which of the following? - correct answer A common frame of reference Which of the following are "pull" policies are directed toward? - correct answer Consumers Recreational programs, employee recognition programs, and tuition reimbursement programs are examples of which of the following? - correct answer Employee relations