BMGT. UNIT 6

domineering/superior

"I buy only the most expensive brands" is a statement that characterizes the ________________ customer.

suspicious

"I'd like to have that in writing before I give you my money," best describes the ___________________ customer .

what if...

A business manager who wants to uncover all of the hidden aspects of a problem in order to find a solution might use the ______________technique.

provide the customer.

A business's brand promise is what the business intends to

Supporting a cause

A company works with the Red Cross to help with a hurricane relief effort. What goal does this illustrate?

determine what products customers want.

An effective marketing-information management function enables marketers to

updating customer information in the computer database.

An important aspect of using technology in customer relationship management involves

help employees to make consistent decisions.

An important reason for having business policies is that policies

identify the audience.

Before writing informational messages, it is important for business employees to

offend the clients.

Businesspeople who fail to adapt their communication styles to appeal to their international clients are more likely to

image.

By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's

the product is expensive.

Customers are more likely to spend a lot of time evaluating several options before buying a product when

Competitive

Emphasizing customer service can help a business to be

needs

Employees usually are able to provide good customer service by considering the customers'

encourage them to think in new ways.

Engaging in activities such as puzzles and mind games helps businesspeople improve their levels of creativity because these types of activities

Increasing sales

Having thorough product knowledge may help the company achieve what goal?

lose credibility.

If a company continuously fails to deliver on its brand promise, it will probably

online security.

Kemper Corporation continuously updates the firewalls on its web site to protect its customers' personal information from theft. Kemper's action helps build trust with its customers in relation to

Achieving stability

Luc's company is brand-new, so for right now, his main focus is on getting off to a good start. What goal does this illustrate?

Positive body language

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with

thorough knowledge of the products.

One way of reinforcing the company's image through employee performance is by making sure employees have

voice their opinions in a loud manner.

Salespeople sometimes have difficulty meeting the needs of customers who

Wireless

The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?

patient, flexible, and empathetic.

To help businesspeople adapt their communication styles to appeal to clients from other cultures, they should strive to be

Suggestions for new products

Which of the following types of information does a company need customer input to obtain?

Investigate the problem

What should you do to determine whether a customer's complaint is justified?

maintaining a positive attitude.

Employees who are in contact with customers can reinforce the company's service orientation by dressing professionally and

knowledgeable salespeople are more likely to make sales.

The direct benefit that a business receives when its salespeople can answer customers' inquiries is that

let the customer explain the problem.

The first step in handling customer complaints is to

know the location of products within the business.

To handle customer inquiries about specific products in a large business, the sales staff should

Learn about Argentina's culture from reputable sources and adapt his communication style so that he doesn't do something that will offend the client.

Tom is meeting with a wealthy entrepreneur from Argentina in a few weeks. Tom admits that he does not know much about Argentina's culture and customs. What advice would best help Tom prepare for his meeting?

Formal report

XYZ Company's Board of Directors would like to share complex data from research with the company's employees as well as experts outside the company. Which is the best channel for delivering this information?

Period of incubation

What do most creative ideas need in order to come into being?

Finances

What is an important element of all businesses that managers must control?

straightforward

When writing routine informational messages, businesspeople should present the information in a(n) _______________ way.

on the Internet.

In the modern business world, a growing number of interactions between businesses and customers are taking place

implement a comprehensive customer privacy policy.

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to

What merchandise is carried by the business?

Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which of the following customer questions?

Make sure the mistake is corrected.

What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error?

active listening

When Andrew helps Mrs. Green select a product, he summarizes Mrs. Green's request in his own words to clarify his understanding. Andrew is engaging in

Habitual

When customers have low involvement with a product, and there is little difference among brands, what type of buying behavior are they exhibiting?

Make a decision

When writing informational messages, business employees should explain the situation and include sufficient data for the recepient to be able to do what?

Product, personnel, and the business

Which of the following are the three major areas of customer complaints?

the nature of the business

Which of the following is a factor that affects a business's selection of policies to guide its operations?

Phasing out unprofitable products

Which of the following is an activity in the product/service management function?

Developing attractive displays

Which of the following is an example of a business performing the marketing function of promotion?

Jack politely asks if his customer would like a beverage while s/he waits for car service.

Which of the following is an example of an employee reinforcing a firm's image through his/her job performance?

A primary goal of CRM is to maximize the long-term value of customer relationships.

Which of the following statements is true about customer relationship management (CRM)?

Marketing functions work together to get products from producers to consumers.

Which of the following statements is true about marketing functions?

Sales force automation technology

Which of the following types of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers?