Business Management 3.01-3.03 Test Study Guide

Which of the following is an example of a customer relationship management initiative:

A "frequent-shopper" program

Which of the following will most likely result in quality customer service:

Double-checking the accuracy of your work

Why should employees act as if customers are their employers?

Employees would not have jobs if there were no customers.

What component of customer relationship management often "makes or breaks" a business's program?

People

What do employees often obtain by solving customers' problems quickly and satisfactorily?

Repeat business

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

Suggestions for new products

Which of the following is a benefit of customer relationship management:

The opportunity to create targeted marketing campaigns

Which of the following is a common customer relationship management practice:

Training employees

What can you do to project to customers that they are important to the business?

Use customer names in conversations.

Which of the following is an opportunity for employees to demonstrate a customer service mindset:

When greeting customers in person

Businesses with customer service mindsets are usually able to

achieve their goals.

The best time to demonstrate a customer service mindset is

any time.

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

business process management.

Demonstrating a customer service mindset benefits employees by supporting their

careers.

Emphasizing customer service can help a business be more

competitive

To demonstrate a customer service mindset, employees must believe that customers deserve their

complete attention.

When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called

continuous improvement.

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture.

Customer relationship management increases sales and profits by increasing

customer loyalty.

Using a pleasant tone of voice with customers is especially important when

delivering bad news.

A business's organizational structure can sometimes have a negative effect on customer relationship management because

different departments have different methods

Our economy has shifted from a service economy to a(n) __________ economy.

experience

In addition to smiling, employees can engage in appropriate nonverbal communication with customers by

making eye contact.

Customer relationship management can help a business to identify its

most valuable customers.

Demonstrating a customer service mindset primarily involves considering customers'

needs.

Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer service mindset when interacting with customers

online.

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

online.

One way that employees can provide efficient, quick service to customers is by being

organized

Employees can demonstrate their customer service mindset by using good

phone skills.

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

purchasing irrelevant technology.

Businesses whose employees demonstrate a customer service mindset often benefit from

reduced complaints.

Many people make the mistake of thinking that customer relationship management refers solely to

technology.

The main difference between customer relationship management and customer experience management is that CRM focuses on

the business itself.

Customers tend to look at a business as a whole despite the number of __________ they experience.

touch points

In the past, customer relationship management was used mainly as a way to

track customer information.

Customers have the right to expect employees to be

well-informed.

What staff are responsible for displaying a customer service mindset?

All staff

Which of the following is a way that employees can prepare to answer customers' questions:

Find out what they need to know to do their jobs well.

Which of the following is most likely to be a benefit for a business that demonstrates a customer service mindset:

Greater profits

A main goal of customer experience management is creating

word-of-mouth promotion.

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?

A promotion

A customer telephoned to complain that a promised shipment had not arrived and to find out what happened. You say you will check and call back. How can you show a customer service mindset?

By calling back as soon as possible with an answer

Which of the following is no longer a consideration in customers' buying decisions for many products:

Price

Why should you restate customer complaints?

To show that you fully understand the problem

A customer service mindset means that a business considers providing excellent customer service to be

a top priority.