Business Management 1 Objective 3.00

Which of the following types of information does a company need customer input to obtain: A. dates of store visits B. suggestions for new products C. types of products purchased D. amount of money spent

Suggestions for new products

Which of the following is an opportunity for employees to demonstrate a customer-service mindset: A. When buying products B. When talking to friends about their jobs C. When attending the company picnic D. When greeting customers in person

When greeting customers in person

A customer-service mindset means that a business considers providing excellent customer service to be A. moderately important. B. necessary in certain cases. C. a top priority. D. its only objective.

a top priority

The best time to demonstrate a customer-service mindset is A. in the morning. B. any time. C. when dealing directly with customers. D. when customers first walk in.

anytime

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\ A. employee training. B. organizational structuring. C. continuous improvement. D. business process management.

continuous improvement.

Customer relationship management increases sales and profits by increasing A. prices B. product quality C. customer loyalty D. competition

customer loyalty

Using a pleasant tone of voice with customers is especially important when A. trying to sell a new product. B. the customer is in a good mood. C. delivering bad news. D. the employee is being observed by a supervisor.

delivering bad news

Our economy has shifted from a service economy to a(n) __________ economy. A. experience B. entertainment C. manufacturing D. agricultural

experience

Which of the following is no longer a consideration in customers' buying decisions for many products: A. Store location B. Price C. Quality D. Customer service

store location

Many people make the mistake of thinking that customer relationship management refers solely to A. technology. B. strategies. C. processes. D. people.

technology

The main difference between customer relationship management and customer experience management is that CRM focuses on A. the business itself. B. customers. C. product development. D. investors.

the business itself

Which of the following is a common customer relationship management practice: A. developing new products B. training employees C. creating a marketing budget D. managing the sales staff

training employees

Which of the following is an example of a customer relationship management initiative: A. A "frequent-shopper" program B. New accounting software C. Expansion of the product-development budget D. A new bonus system for the sales staff

A "frequent-shopper" program

Why should employees act as if customers are their employers? A. Customers own the business. B. Employees would not have jobs if there were no customers. C. Customers pay employees' bonuses. D. Employees might work for the customers in the future.

Employees would not have jobs if there were no customers.

Which of the following is a benefit of customer relationship management: A. The opportunity to create targeted marketing campaigns B. A work force that does not commit errors C. A decrease in customer advocacy D. The ability to double the business's profits

The opportunity to create targeted marketing campaigns

What can you do to project to customers that they are important to the business? A. Use customer names in conversations. B. Stare at customers so they know you are listening. C. Speak loudly so that customers can easily hear your responses. D. Request a supervisor's assistance in resolving problems.

Use customer names in conversations

Businesses with customer-service mindsets are usually able to A. achieve their goals. B. reduce their expenses. C. hire more employees. D. satisfy their vendors.

achieve their goals.

What staff are responsible for displaying a customer-service mindset? A. All staff B. Those with direct customer contact C. Management D. Those with indirect customer contact

all staff

Emphasizing customer service can help a business to be more A. innovative. B. competitive. C. objective. D. possessive.

competitive

To demonstrate a customer-service mindset, employees must believe that customers deserve their A. unsolicited advice. B. limited information. C. complete attention. D. personal opinions.

complete attention

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its A. corporate culture. B. organizational structure. C. technology. D. trademarks.

corporate culture.

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as A. employee training. B. organizational structuring. C. amplified improvement. D. business process management.

employee training

Which of the following is a potential benefit for a business that demonstrates a customer-service mindset: A. More publicity B. Increased assets C. Longer season D. Greater profits

greater profits

In the modern business world, a growing number of interactions between businesses and customers are taking place A. over the phone B. online C. in stores D. through the mail

over the phone

Employees can demonstrate their customer-service mindset by using good A. marketing strategies. B. promotional plans. C. phone skills. D. business activities.

phone skills

Businesses whose employees demonstrate a customer-service mindset often benefit from A. rapid employee turnover. B. increased costs. C. reduced complaints. D. decreased employee morale.

reduced complaints

Customers tend to look at a business as a whole despite the number of __________ they experience. A. complaints B. feedback surveys C. touch points D. purchases

touch points

Customers have the right to expect employees to be A. self-serving. B. open-minded. C. goal-oriented. D. well-informed.

well-informed

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs? A. A promotion B. An expense account C. A thank-you D. A compliment

A promotion

Which of the following will most likely result in quality customer service: A. Letting other employees know you made a mistake B. Double-checking the accuracy of your work C. Asking your supervisor to resolve problems D. Taking initiative to do your work

Double-checking the accuracy of your work

Demonstrating a customer-service mindset benefits employees by supporting their A. careers. B. need to be recognized. C. competitiveness. D. efficiency at work.

careers

In the past, customer relationship management was used mainly as a way to A. increase customer loyalty. B. assist business decision making C. track customer information. D. help employees perform more efficiently.

increase customer loyalty.

In addition to smiling, employees can engage in appropriate nonverbal communication with customers by A. shrugging their shoulders. B. using clear, concise language. C. using customers' names. D. making eye contact.

making eye contact

Customer relationship management can help a business to identify its A. best-selling products. B. most talented employees. C. financial strengths and weaknesses. D. most valuable customers.

most valuable customers

Demonstrating a customer-service mindset primarily involves considering customers' A. wages. B. habits. C. appearance. D. needs.

needs

Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer-service mindset when interacting with customers A. through the mail. B. through newspaper advertising. C. online. D. at outlet stores.

online

One way that employees can provide efficient, quick service to customers is by being A. forceful. B. organized. C. detached. D. aggressive.

organized

What component of customer relationship management often "makes or breaks" a business's program? A. processes B. people C. technology D. strategies

people

Having clear customer relationship management goals before putting a program into place helps businesses to avoid A. having unsatisfied customers B. having to lay off employees C. purchasing irrelevant technology D. spending any money

purchasing irrelevant technology

What do employees often obtain by solving customers' problems quickly and satisfactorily? A. Repeat business B. Individual priority C. Personal service D. Pleasant experience

repeat business