Proactive
Having positive customer relations means making customers:
a. more popular. c. satisfied.
b. richer. d. happy.
d. happy
Businesses must keep in mind that word-of-mouth promotion can be:
a. avoided. c. inconsequential.
b. bought. d. negative.
d. negative.
Businesses use technology to build positive customer relations by:
a. calling customers at home.
b. placing pop-up advertisements on websites.
c. sending unsolicited emails.
d. creating targeted marketing campaigns.
d. creating targeted marketing campaigns.
Businesses can encourage customer communication by:
a. offering incentives.
b. routing calls to an answering service.
c. restricting business hours.
d. advertising.
a. offering incentives.
What is America's favorite Halloween candy?
Reese's
Which of the following statements best describes positive customer relations:
a. A business listens to customer feedback.
b. A business conducts 100 customer transactions per day.
c. A business has no customer complaints.
d. A business advertises to attract new customers.
a. A business listens to customer feedback.
Positive customer relations can boost productivity by:
a. avoiding wasted time and resources.
b. creating new manufacturing processes.
c. attracting new customers.
d. cutting down on equipment costs.
a. avoiding wasted time and resources.
The most important factor in a business’s customer relations is its:
a. people. c. business environment.
b. business processes. d. technology.
a. people.
A business recently mailed 20% discount coupons to all its loyal customers. Which technique for building positive customer relations does this illustrate?
a. Be thankful. c. Keep your promises.
b. Display courtesy. d. Be helpful.
a. Be thankful.
Where is the largest Halloween parade in the U.S.?
New York City
To build positive customer relations, a business must be:
a. aggressive. c. profitable.
b. proactive. d. small.
b. proactive.
As an employee, you can help your company build positive customer relations by:
a. identifying a target market.
b. conducting market research.
c. reporting customer feedback.
d. making strategic planning decisions.
c. reporting customer feedback.
Customer relations skills such as courtesy and friendliness should be emphasized during a business’s:
a. market research. c. technology planning.
b. facilities design. d. hiring process.
d. hiring process.
Which of the following is a true statement about making promises to customers:
a. Customers don’t remember broken promises.
b. It is better to over-deliver.
c. It is better to over-promise.
d. Businesses should not make promises to customers.
b. It is better to over-deliver.
What is the only mammal that can fly?
Bats!
Building positive customer relations is one of the least expensive ways for a business to:
a. attract investors.
b. manufacture goods.
c. compete with other businesses.
d. offer employee bonuses.
c. compete with other businesses.
A business’s tangible environment might include a:
a. spirit of teamwork. c. comfortable waiting room.
b. courteous greeting. d. friendly employee.
c. comfortable waiting room.
When someone says that a business has positive relations with its internal customers, the person means the business has:
a. updated technology. c. happy employees.
b. strong managers. d. satisfied customers.
c. happy employees.
A customer asks Evan 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. Keep your promises.
b. Be helpful.
c. Pay attention to internal customers.
d. Be thankful.
b. Be helpful.
What state produces the most pumpkins?
Illinois
Businesses strive to retain current customers because:
a. current customers have fewer complaints.
b. it’s less expensive than attracting new customers.
c. it’s too difficult to please new customers.
d. new customers don’t spend enough money.
b. it’s less expensive than attracting new customers.
Technology aids positive customer relations because it gives customers:
a. reasons to buy products.
b. greater access to the business.
c. discounts on products.
d. more power than businesses.
b. greater access to the business.
The best way for businesses to communicate with customers is to:
a. rent billboards on major highways.
b. send direct mail.
c. give as much information as possible.
d. listen respectfully.
d. listen respectfully.
When a business strives to make every customer experience a positive one, it is remembering its:
a. internal customers. c. touchpoints.
b. competition. d. history.
c. touchpoints.
In "It's the Great Pumpkin, Charlie Brown," who does Linus mistake for the Great Pumpkin?
Snoopy!