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Hope’s produce company accidentally sold several crates of spoiled vegetables. She immediately issued a statement to recall the product and apologize for the mistake. This is an example of which positive action companies should take?
what is to Protect business’s reputation.
Positive and negative results can often be directly related to a company’s
actions.
Which of the following is a result that is likely to occur when companies take positive actions:
Excellent business reputation
An on-site accident seriously injures a construction worker. When contacted by the press, the company refuses to comment. What negative action is the company demonstrating?
Responding inappropriately to crises
Morgan Health Supply Company wants to expand its product line this year. It uses its budget surplus to invest in new products rather than to remodel its offices. What positive action is the company demonstrating?
Align strategies and activities with goals.
Technological advances can help companies provide more customer service with fewer employees, but why must the companies be careful?
Customers may feel they are losing their human touch.
A toy store tells parents that a certain toy will be in stock, but on the release date, it doesn’t have the toy available. What negative action is the store demonstrating?
Not keeping promises
When customers have a negative experience with a business, they are likely to
tell their family and friends about it.
Jordan just began his new job as a financial analyst. Processes and procedures at his new company are a little bit different from the last place he worked, so his first week will be spent learning the ropes. What positive action is his company demonstrating?
Provide proper training for employees.
Television advertisements, interactions with salespeople, and bills or invoices are all examples of
touchpoints
Why is it a bad idea to use high-pressure sales techniques?
Customers may feel dissatisfied after their purchases.
Which of the following is a result that is likely to occur when companies take negative actions:
High employee turnover
Karin is a sales representative for industrial office equipment. She always attempts to establish trust with each of her clients before asking them to buy. What positive company action is Karin demonstrating?
Use rational and emotional motivation to convince customers to buy.
Which of the following is an example of corporate responsibility:
A company uses recycled materials in its products.
An energy company has misrepresented its financial status on its latest accounting reports. What negative action is the company demonstrating?
Acting unethically
Chad is very happy with the haircut he received at a new barbershop. Chad is demonstrating customer
satisfaction.
Your company had total sales of $5 billion last year, while your industry as a whole sold $50 billion. Your company’s sales divided by total industry sales equals 10%, or your
market share.
When all employees are on the “same page” and working toward a common goal, businesses tend to be more
efficient.
Businesses cannot create a __________ where none exists.
need
You take your clothes to the same dry cleaner every time, even though there are many other dry cleaners in your area. You are demonstrating customer
loyalty