Unit 1 study guide- PoBF

1. Joe's works at ABC Electric. His boss needs to run an errand and has asked Joe to answer the phone and take any messages while he is gone. The phone rings and Joe answers it. What should Joe say?

"Hello, ABC Electric. This is Joe. How may I help you?"

Joe's works at ABC Electric. His boss needs to run an errand and has asked Joe to answer the phone and take any messages while he is gone. What is the maximum number of times the phone should ring before Joe answers it?

3

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

A "frequent-shopper"

Ashley was asked by her principal to create a program for the commencement exercise held in June. How should she organize the information in the program?

Alphabetical order

Mary has been working on a project for work for 2 weeks. She is presenting her findings to a group of supervisors. One of the supervisors said, "I can't believe you wasted 2 weeks and all you came up with was this." Mary should respond by

Asking the critic, "what exactly about the proposal did he not like?"

You speak to your supervisor about a problem you are having with a co-worker. Together you have come up with a plan to send an email to the co-worker calmly explaining your concern and make sure your supervisor gets a copy of the email without letting the co-worker know. What feature of email should you use?

BCC

You are an administrative assistant and you need to arrange a meeting between a client and two members of the design department. How should you communicate with the people involved?

By email

Gertrude is the personnel manager of a company with 200 employees. She wants to inform the staff of a permanent change to the company's benefit policy. What would be the BEST way to communicate this information to employees?

By memo

The Five C's of Business Writing are:

Clear, Concise, Courteous, Complete, and Correct

Which note taking strategy has you divide a page into 3 sections for your notes, key points, and summary?

Cornell Method

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

Experience

Joe is a Controller when it comes to communication style. If you are communicating with Joe, you should make sure you

Get to the point

Maurice wrote a report to convince management to fund an employee fitness program. He decided to begin with the advantages of a fitness program. After describing the benefits, he concluded the report by stating that the company's sponsoring of an employee fitness program is a wise investment. How did he organize his report?

Inductive (indirect) order

Clarice has to create a presentation that shows small changes in sales each month from January through August. Which would be the BEST graphic aid to illustrate the information?

Line graph

Marcus is taking part in a group discussion at a regional meeting of the company for which he works. Before the discussion Marcus remembers that effective group discussion techniques include;

Listen well, take turns well, provide accurate information, and lead the way.

Customer relationship management can help a business to identify its

Most valuable customers

Pete's parents think he is spending too much of his income from his part-time job on video games. Pete wants to show them that, considering the total of all his pay for last few months, he is spending more on his saving plan, his car, his clothing, and his school supplies. What type of graphic aid should Pete use when talking to his parents?

Pie chart

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

Price

In the model of communication we studied we learned that the main parts were a sender, a message, and a _____________

Receiver

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

Suggestions for new products

If you were doing a presentation to the Chamber of Commerce you would present your message differently than if you were presenting it to a 4th Grade class. This is because you need to consider your

Target audience

Joe's works at ABC Electric. His boss needs to run an errand and has asked Joe to answer the phone and take any messages while he is gone. The phone rings and Joe answers it. The caller wants to leave a message. What information should Joe write down?

The caller's name, phone number, and what the call is concerning.

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

The opportunity to create targeted marketing campaigns

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

Track customer information

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

Training employees

Herbie is a Socializer when it comes to communication style. If you are communicating with Herbie, you should make sure you

ask about his family.

You have finished revising an email to your boss requesting a raise. Your next step should be to:

carefully proof read to make sure there are no errors and then send.

Customer relationship management increases sales and profits by increasing

customer loyalty

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

online

Sue is an Analyzer when it comes to communication style. If you are communicating with Sue, you should make sure you:

present facts and data.

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

purchasing irrelevant technology

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

There has been a fire at one of your suppliers. You have enough of their parts in inventory that it will not change your production schedule. However, depending on how long it takes them to get back to making the parts, it may require some temporary layoffs for your company. You wish to inform your employees of this negative message. Your message should:

use a firm but empathetic tone and write straight to the point to provide essential information in a direct manner.

Common errors in note-taking include; trying to record every sentence, failing to deduce the teacher's intentions, showing up without basic prep work, and:

waiting too long to review the lecture notes

A main goal of customer experience management is creating

word-of-mouth promotion.