Business management Honors State Test Review 3.00

What is an important aspect of a customer-centric business?

Aligning business activities with customer needs

What is a cost associated with customer complaints?

Loss of sales

Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

argumentative

Emphasizing customer service can help a business to be

competitive

The most important factor in carrying out brand promise is:

employees

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

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

What should help business people adapt their communication styles to appeal to clients from other cultures?

Being patient, flexible, and empathetic.

When a business is successful in carrying out its brand promise, it provides its customers with?

Consistent experiences.

A customer asks a salesperson about a specific advertisement in last Sunday's newspaper. Which of the following would help the salesperson to assist the customer?

Knowledge of the products being promoted.

What should salespeople do when they must cope with customers who are being disagreeable?

Listen patiently and try to stay calm.

Which of the following would be the most likely cause of customer complaints?

Product quality

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

Product, personnel, and the business.

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."?

Slow/Methodical

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

Suggestions for new products

What is one of the purposes of having business policies?

To make sure the business's actions are consistent.

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

Are non-complainers a more difficult problem for businesses than complainers?

Yes, because the salesperson does not have an opportunity to handle the complaint.

An important reason for having business policies is that policies:

help employees to make consistent decisions.

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

image

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

implement a comprehensive customer privacy policy.

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

knowledgeable salespeople are more likely to make sales.

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.

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.

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

positive body language.

One way to show respect for foreign clients' cultural and social differences is to:

pronounce their names correctly.

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

provide the customer.

As employees go about their daily activities, their actions should be driven by whether the actions will:

result in customer satisfaction.

Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:

treat customers fairly.

An important aspect of using technology in customer relationship management involves:

updating customer information in the computer database.

What should employees do to maintain a customer-service mindset?

Devote their full attention to customers.

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

Investigate the problem

How does having a customer-service mindset benefit a business's employees?

It helps employees advance in their careers.

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

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

What will probably happen to a business if it continuously fails to deliver on its brand promise?

Lose credibility

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

Make sure the mistake is corrected.

When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?

Making a brand promise.

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

Nature of the business.

What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?

Offend the clients

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

Restate the complaint.

Which type 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

What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?

Suspicious

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?

Tell Tom not to worry about language barriers and social differences because most Argentinians are familiar with the American customs.

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

The nature of the business.

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

The nature of 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?

What merchandise is carried by the business?

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:

active listening.

The first step in handling customer complaints is to:

ask the customer to be brief.

Salespeople sometimes have difficulty meeting the needs of customers who:

voice their opinions in a loud manner.