2. A.Take the customers telephone number and call if the business decides to stock the printer B.Offer the customer free ink cartridges if a computer is purchased C.Tell the customer to try another business or competitor D.Offer to call the printers manufacturer to check availability and delivery dates A small computer business does not stock the computer printer that a customer has requested. What should the sales representative do?

3. D. Offer to call the printers manufacturer to check availability and delivery date cannot meet the customers needs, it builds goodwill to let the customer know where the printer can be purchased. Chances are the customer would be very appreciative for the information and may come back to the business when making a purchase at another time. If the printer is in stock at the manufacturers location and can arrive when the customer needs it, the sales representative provides extra service and possibly makes a sale. The customer wants to purchase a printer, not a computer; offering free merchandise for purchasing an item that is not requested will not meet the customers needs. Taking the customers telephone number and calling if the business decides to stock the printer does not satisfy the customers immediate need. Quite likely, the customer will purchase the printer from another computer business that stocks the item. Recommending another computer business is a final option. If the sales representatives has tried and

4. When a customers special order arrives, another customer who is on hand at the time asks to buy the item. What should the salesperson do? A.Hold the item for the original customer, and offer to place an order for the new customer B.Sell the item to the new customer, and refund the original customers money C.Hold the item for the original customer, and get the new customers name and address D.Sell the item to the new customer, and recorder for the original customer

5. A) Hold the item for the original customer, and offer to place an order for the new customer. It would not be fair to the original customer to make him/her wait an additional amount of time to receive the special order. Both current and prospective customers should be treated in a fair and honest manner. Offering to order the item for the new customer is treating both customers in the same way.

6. What is often one of the first steps in processing an incoming telephone order? A)Checking for availability B)Explaining pricing policy C)Describing each item D)Obtaining customers name

7. D. Obtaining customers name. One of the first steps in processing an incoming telephone order usually involves obtaining the customers name. Many businesses that accept telephone orders maintain computerized files. When a customer calls, an order processor obtains the name, types the name into the computer, and accesses additional information, such as the mailing address. If a business does not have a computerized file or the customer is new, the processor needs to obtain the customers name in order to begin the paperwork that will be needed to process the customers order. After order processors obtain a customers name, they may describe each item being ordered, explain the pricing policy, and check for availability.

8. 94. Shari wants to make sure that she knows which customers orders she is taking on the telephone, which one of the first steps in processing incoming telephone orders would help? A.Checking for availability B.Explaining pricing policy C.Describing each item D.Obtaining customers name

10. 95. What is usually an important step in processing a customers telephone order? A.Asking personal questions B.Calculating gross profit C.Checking product availability D.Ending the call quickly

11. C. Checking product availability When customers place telephone orders, the order processors should make sure that the items are in stock and available. In most cases, order processors have access to the businesss computerized inventory and can quickly check on product availability. They can immediately inform customers if their orders can be shipped or if the items they want are on back order and will be shipped as soon as possible. Telephone order processors are concerned with correctly handling a customers order, not the gross profit. Telephone order processors should not ask customers personal questions.