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
100
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do?
Make sure you clearly understand customers' inquiries
100
What is one of the purposes of having business policies?
To make sure the business's actions are consistent
100
Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
Restate the complaint
100
Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
Requiring employees to respond to customer inquiries within 24 hours
200
What should employees do to maintain a customer-service mindset?
Devote their full attention to customers
200
What is a business way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?
Ask the customers when it would be convenient to call them
200
What should salespeople do when they must cope with customers who are being disagreeable?
Listen patiently and try to stay calm
200
Are noncomplainers a more difficult problem for businesses than complainers?
Yes, because the salesperson does not have an opportunity to handle the complaint
200
What is one way that businesses use marketing information
To develop new products
300
How do service-oriented companies often improve their levels of service?
By requesting input through employee and customer surveys
300
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
Offend the clients
300
What is a cost associated with customer complaints?
Loss of sales
300
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing
Making a brand promise
300
What does continuously monitoring internal marketing information enable businesses to do?
Identify problems
400
What is one of the benefits to a business of reinforcing service orientation through communication?
Builds positive relationships with customers
400
What should help business people adapt their communication styles to appeal to clients from other cultures?
Being patient, flexible, and empathetic
400
Which of the following would be the most likely cause of customer complaints?
Product quality
400
John communicates through all advertisements that his employees go through extensive training. What is John doing?
Making a brand promise
400
What is one way that many businesses use the marketing information contained in sales reports?
To improve the effectiveness of salespeople
500
What is a guideline for employees to follow in handling customer inquiries?
Make sure you clearly understand customers' inquiries
500
What is a factor that affects a business's selection of policies to guide its operations?
Nature of the business
500
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
Restate the complaint
500
What 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 s/he waits for car service
500
By monitoring its sales and its customers' buying habits, what is a business often able to identify?