UNIT 6 STUDY GUIDE (Career Management)
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?
Acieving stabliity
WHEN ANDREW HELPS MRS. GREENE SELECT A PRODUCT, HE SUMMARIZES MRS. GREEN'S REQUIEST IN HIS OWN WORDS TO CLARIFY HIS UNDERSTANDING. ANDREW IS ENGAGING IN
Active Listening.
NEW IDEAS
Any time there are new people, there are new ideas, and ways of doing things. New management brings in their own style od doing things .
PROFESSIONAL DEVELOPMENT
Attracting and keeping engaged and loyal employees is crucial to the success of a buisness.
Which of the following is an example of a business performing the marketing function of promotion?
Attractive displays
EMPHASIZING CUSTOMER SERVICE CAN HELP A BUSINESS TO BE
Competitive.
An effective marketing-information management function enables marketers to
Determine what product customers want
"I buy only the most expensive brands" is a statement that characterizes the _____ customer
Domineering/ Superior
Engaging in activities such as puzzles and mind games helps businesspeople improve their levels of creativity because these types of activities
Encouraging to think 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 to make consistent decisions.
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 CUSTOMER AND IMPROVE THE COMPANY'S
Image
Having thorough product knowledge may help the company achieve what goal?
Increasing sales
What should you do to determine whether a customer's complaint is justified?
Investigate the problem
Which of the following is an example of an employee reinforcing a firm's image through his/her job performance?
Jack politely asked the customers if they would like a berverage while wating
TO HANDLE CUSTOMER INQUIRIES ABOUT SPECIFIC PRODUCTS IN A LARGE BUSINESS, THE SALES STAFF SHOULD.
Know the location of the products within the business.
THE DIRECT BENEFIT THAT A BUSINESS RECEIVES WHEN ITS SALESPEOPLE CAN ANSWER CUSTOMER'S INQUIRIES 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 Argentina's culture and customs. What advice would best help Tom prepare for his meeting?
Learn
The first step in handling customer complaints is to
Let the customer explain the problem
Which of the following statements is true about customer relationship management (CRM)?
Long-term relationship
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.
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 YOU DO TO DEMONSTRATE A CUSTOMER- SERVICE MINDSET IN THE FOLLOWING SITUATION: AN IRATE BUSINESS CUSTOMER YELLS AT YOU BECAUSE OF A BILLING ERROR?
Make sure the mistake is corrected
Which of the following statements is true about marketing functions?
Mkt. Working together
EMPLOYEES USUALLY ARE ABLE TO PROVIDE GOOD CUSTOMER SERVICE BY CONSIDERING THE CUSTOMER'S
Needs
BUSINESSPEOPLE WHO FAIL TO ADAPT TO 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 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
TO HELP BUSINESS ADAPT THEIR COMMUNICATION STYLES TO APPEAL TO CLIENTS FROM OTHER CULTURES, THEY SHOULD STRIVE TO BE?
Patient , flexible, empathetic
What do most creative ideas need in order to come into being?
Period of incubation
Which of the following is an activity in the product/service management function?
Phasing out unprofitable products
ONE WAY FOR EMPLOYEES TO DEMONSTRATE A SERVICE ORIENTATION TO CUSTOMERS IS TO REINFORCE VERBAL COMMUNICATION WITH
Positive body language
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to
Privacy
Which of the following are the three major areas of customer complaints?
Product, Personnel, Business
A business's brand promise is what the business intends to
Provide the customer
Which of the following types 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
To control various business activities in an effective manner, managers must first
Set appropriate standards.
When writing routine informational messages, businesspeople should present the information in a(n) _______________ way.
Straightforward
Which of the following types of information does a company need customer input to obtain?
Suggestions for a new products.
What are the three primary characteristics of an effective control system in a business?
Suitable, understanding, and timely.
A company works with the Red Cross to help with a hurricane relief effort. What goal does this illustrate?
Supporting A Cause
I'd like to have that in writing before I give you my money," best describes the
Suspicious
ACTIVITIES
Team Building activities (retreat) - games puzzles to make them think and work together. Exercise opportunities- stress relief (gym membership, walking track, Zumba classes, other aerobic exercise, relay teams) Inspirational seminars, motivational speakers, (stress relief) Nutritionists - Help with smokers
WHICH OF THE FOLLOWING IS A FACTOR THAT AFFECTS BUSINESS'S SELECTION OF POLICIES TO GUIDE ITS OPERATIONS?
The nature of the business
One way of reinforcing the company's image through employee performance is by making sure employees have
Thorough Knowledge of the products
WE LISTEN:
To obtain information, to understand , for enjoyment, and to learn.
An important aspect of using technology in customer relationship management involves
Updating customer info
Salespeople sometimes have difficulty meeting the needs of customers who
Voice their opinions in a loud manner
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.....
SALESPEOPLE WHO ARE WELL INFORMED ABOUT THE BRAND, SIZES, AND STYLES OF GOODS THAT THE BUSINESS OFFERS CAN EASILY ANSWER WHICH OF THE FOLLOWING CUSTOMER QUESTIONS?
What merchandise is carried out by the business?
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
3 COMPLAINT AREAS
the product, the personnel, the business itself (this could be the online service, the surroundings, the arrangement of the merchandise)