UNIT 6 STUDY GUIDE (Career Management)

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?

Acieving stabliity

WHEN ANDREW HELPS MRS. GREENE SELECT A PRODUCT, HE SUMMARIZES MRS. GREEN'S REQUIEST IN HIS OWN WORDS TO CLARIFY HIS UNDERSTANDING. ANDREW IS ENGAGING IN

Active Listening.

NEW IDEAS

Any time there are new people, there are new ideas, and ways of doing things. New management brings in their own style od doing things .

PROFESSIONAL DEVELOPMENT

Attracting and keeping engaged and loyal employees is crucial to the success of a buisness.

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

Attractive displays

EMPHASIZING CUSTOMER SERVICE CAN HELP A BUSINESS TO BE

Competitive.

An effective marketing-information management function enables marketers to

Determine what product customers want

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

Domineering/ Superior

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

Encouraging to think new ways

WHAT IS AN IMPORTANT ELEMENT OF ALL BUSINESSES THAT MANAGERS MUST CONTROL?

Finances

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?

Formal Report

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

Habitual

AN IMPORTANT REASON FOR HAVING BUSINESS POLICIES IS THAT POLICIES

Help to make consistent decisions.

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

Identify the audience

BY ACCURATELY EXPLAINING THE COMPANY'S POLICIES TO CUSTOMERS, SALESPEOPLE, OFTEN ARE ABLE TO AVOID MISUNDERSTANDINGS WITH CUSTOMER AND IMPROVE THE COMPANY'S

Image

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

Increasing sales

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

Investigate the problem

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

Jack politely asked the customers if they would like a berverage while wating

TO HANDLE CUSTOMER INQUIRIES ABOUT SPECIFIC PRODUCTS IN A LARGE BUSINESS, THE SALES STAFF SHOULD.

Know the location of the products within the business.

THE DIRECT BENEFIT THAT A BUSINESS RECEIVES WHEN ITS SALESPEOPLE CAN ANSWER CUSTOMER'S INQUIRIES THAT

Knowledgeable salespeople are most likely to make sales.

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?

Learn

The first step in handling customer complaints is to

Let the customer explain the problem

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

Long-term relationship

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

Lose Credibility

EMPLOYEES WHO ARE IN CONTACT WITH CUSTOMERS CAN REINFORCE THE COMPANY'S SERVICE ORIENTATION BY DRESSING PROFESSIONALLY AND

Maintaining a positive attitude.

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

Make a decision

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?

Make sure the mistake is corrected

Which of the following statements is true about marketing functions?

Mkt. Working together

EMPLOYEES USUALLY ARE ABLE TO PROVIDE GOOD CUSTOMER SERVICE BY CONSIDERING THE CUSTOMER'S

Needs

BUSINESSPEOPLE WHO FAIL TO ADAPT TO THEIR COMMUNICATION STYLES TO APPEAL TO THEIR INTERNATIONAL CLIENTS ARE MOST LIKELY TO

Offend the clients

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

On the internet

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

Online Security

TO HELP BUSINESS ADAPT THEIR COMMUNICATION STYLES TO APPEAL TO CLIENTS FROM OTHER CULTURES, THEY SHOULD STRIVE TO BE?

Patient , flexible, empathetic

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

Period of incubation

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

Phasing out unprofitable products

ONE WAY FOR EMPLOYEES TO DEMONSTRATE A SERVICE ORIENTATION TO CUSTOMERS IS TO REINFORCE VERBAL COMMUNICATION WITH

Positive body language

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

Privacy

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

Product, Personnel, Business

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

Provide the customer

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?

Sales force automation technology

To control various business activities in an effective manner, managers must first

Set appropriate standards.

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

Straightforward

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

Suggestions for a new products.

What are the three primary characteristics of an effective control system in a business?

Suitable, understanding, and timely.

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

Supporting A Cause

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

Suspicious

ACTIVITIES

Team Building activities (retreat) - games puzzles to make them think and work together. Exercise opportunities- stress relief (gym membership, walking track, Zumba classes, other aerobic exercise, relay teams) Inspirational seminars, motivational speakers, (stress relief) Nutritionists - Help with smokers

WHICH OF THE FOLLOWING IS A FACTOR THAT AFFECTS BUSINESS'S SELECTION OF POLICIES TO GUIDE ITS OPERATIONS?

The nature of the business

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

Thorough Knowledge of the products

WE LISTEN:

To obtain information, to understand , for enjoyment, and to learn.

An important aspect of using technology in customer relationship management involves

Updating customer info

Salespeople sometimes have difficulty meeting the needs of customers who

Voice their opinions in a loud manner

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.

What if.....

SALESPEOPLE WHO ARE WELL INFORMED ABOUT THE BRAND, SIZES, AND STYLES OF GOODS THAT THE BUSINESS OFFERS CAN EASILY ANSWER WHICH OF THE FOLLOWING CUSTOMER QUESTIONS?

What merchandise is carried out by the business?

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?

Wireless

3 COMPLAINT AREAS

the product, the personnel, the business itself (this could be the online service, the surroundings, the arrangement of the merchandise)