Business Management Review 6.00

Which statement is true about customer relationship management (CRM)?

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

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?

Achieving stability

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

Emphasizing customer service can help a business to be:

Competitve

An effective marketing-information management function enables marketers to:

Determine what products customers want

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

Developing attractive displays

"I buy only the most expensive brands" is a statement that characterizes the ____ customers.

Domineering/Superior

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

Encourage them to think in 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 employees to make consistent decisions

The direct benefit that a business receives when its salespeople can answer customers' inquiries it 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 Argentine's culture and customs. What advice would best help Tom prepare for his meeting?

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

The first step in handling customer complaints is to:

Let the customer explain the problem

Which statement is true about marketing functions?

Marketing functions work together to get products from producers to consumers

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

Positive body lanuage

Which are the three major areas of customer complaints?

Product, Personnel, and the Business

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

Provide the customer

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

Set appropriate standards

When writing routine informational messages, business people should present the information in a/an ______ way.

Straightforward

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

The product is expensive

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

Thorough knowledge of the products

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

Updating customer information in the computer database

Salespeople sometimes have difficulty meeting the needs of customers who

Voice their opinions in a loud manner

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

What merchandise is carried by the business?

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

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

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 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

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

Increasing sales

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

Investigate the problem

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

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

Know the location of products within the business

If a company continuously fails to deliver on its bran 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 one do to demonstrate a customer-service mindset if an irate business customer yells at one because of a billing error?

Make sure the mistake is corrected

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

Needs

Business people who fail to adapt 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 continually updates the firewalls on its website to protect its customers' personal information from theft. Kemper's actions help build trust with its customers in relation to:

Online security

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

Patient, Flexible, and Empathetic

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

Period of incubation

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

Phasing out unprofitable products

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

Suitable, Understandable, and Timely

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

Supporting a cause

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

The nature of the business