Exam review test

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

"What type of merchandise does the business carry?"

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

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

What staff are responsible for displaying a customer-service mindset?

All staff

What government entity can prosecute individuals if they endorse a company's product online without disclosing that they work for that company?

Federal trade commission

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

What is a benefit of using analytical customer relationship management (CRM) software?

It aids management in developing financial forecasts

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 waits for car service.

What is a cost associated with customer complaints?

Loss of sales

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

Why are some employers hesitant to vet a potential employee by looking at their social media?

They want to avoid seeming to be discriminating based on demographic information they found online

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

Updating customer information in the computer database

Businesspeople from one country need to be aware of the cultural differences of businesspeople from other parts of the world to avoid:

being insulting or rude

Which causes the greatest number of cultural sensitivity issues?

communication

Emphasizing customer service can help a business be:

competitive

If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?

ensure the error is corrected

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

image

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

investigate the problem

The first step in handling customer complaints is to:

let the customer explain the problem

Employees who are in contact with customers can reinforce the company's service orientation by dressing professionally and:

maintaining a positive attitude

What is a business doing when it publicly pledges to provide all its customers with quick, courteous service?

making a brand promise

Employees can usually provide good customer service by considering the customers':

needs

Businesspeople who fail to adapt their communication styles to appeal to their international clients are most likely to:

offend the clients

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

After a sales call, Carlos inputted a summary of the discussion in the company's customer relationship management system. What aspect of customer relationship management is he using?

operational

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

over the Internet

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

positive body language

What can individuals do to positively develop their social media brand?

post content that is consistent and professional in nature

Which would most likely be the cause of customer complaints?

product quality

Which are the three major areas of customer complaints?

product, personnel, and the business

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

pronouce their names correctly

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

provide to the customer

What should Devin do to eliminate any misunderstanding that he may have concerning a customer's complaint?

restate the complaint

Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries?

roles of females

Which policy gives a business an advantage over its competition?

service

What technology has made personal branding more important than ever before?

social media

"I buy only the most expensive brands" is a statement that characterizes which type of customer?

superior

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

the nature of the business

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

through product knowledge

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

Noncomplainers may be unhappy with a purchase but fail to communicate their displeasure. For businesses, are noncomplainers a more difficult problem than complainers?

Yes, a salesperson lacks the opportunity to resolve the issue for noncomplainers

An important reason for having business policies is that they:

guide employees actions and protect their decisions

Businesses with customer-service mindsets are usually able to:

achieve their goals