SM-001
The ability to see the "big picture" and think about how things will work together
Conceptual Skills
Anything of value that a business or individual owns
Asset
"A customer asks Roger a question about a product, and he isn't sure of the correct answer. He immediately phones his supervisor to get the needed information. Which technique for building positive customer relations does this illustrate?
A. Be thankful.
B. Keep your promises.
C. Pay attention to internal customers.
D. Be helpful."
D Be helpful
Advantages or payments employees receive in addition to their wages (e.g., sick time, holiday pay, health insurance)
Benefits
The rapid and unimpeded flow of capital, labor, and ideas across national borders
Globalization
The management function that monitors the work effort
Controlling
The process of planning, maintaining, monitoring, controlling, and reporting the use of financial resources
financial analysis
"Today, customer relationship management is considered an important tool in
A. commercial investing.
B. business decision-making.
C. hiring new employees.
D. establishing connections with vendors."
B Business decision-making.
Pay or wages for work completed
Compensation
Steps that an individual takes to enhance or improve skills or traits that are needed to excel in her/his career/profession
Professional development
The management function of providing guidance to workers and work projects
Directing
Funding a business activity or project through debt, equity, or venture capital
financing
"A business's brand promise is what the business intends to
A. provide the customer.
B. sell to the target market.
C. name its product.
D. use as a trademark."
A Provide the customer.
Fulfilling the requirements of the law
Compliance
To work from a location other than the office
Telecommute
Top-level management
Executive Management
The process of creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large
Marketing
"Customers tend to look at a business as a whole despite the number of __________ they experience.
A. feedback surveys
B. complaints
C. touch points
D. purchases"
C Touch points.
People who work to produce goods and services
Human resources
"It is important for employees to demonstrate a customer-service mindset when they are
A. handling problems.
B. contacting suppliers.
C. placing orders.
D. preparing schedules
A Handling problems
Groups of activities related to management (i.e., planning, organizing, staffing, directing, and controlling)
Management function
The arrangement by which businesses and individuals can purchase now and pay later
Credit
"Employees who always keep their commitments to customers are building positive relationships with those customers by being
A. creative.
B. assertive.
C. dependable.
D. sociable."
C Dependable Employees
Human resources management tasks that must be performed when a new employee joins the company (e.g., orientation and paperwork)
On-boarding activities
"Special events, demonstrations, contests, and coupons are activities that are controlled by a business's __________ policies.
B Promotional.