EC-071
The process of creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large
What is marketing
Level responsible for goal setting and strategic planning
What is top level management
An HR manager performs background and reference checks on a potential candidate.
What is staffing
Customer relations is often used interchangeably with the term __________.
What is customer service
A bowling alley and a sandwich shop
What is indirect competition
Involves quality control, purchasing, and inventory management
What is operations
Function that involves determining employee compensation
What is staffing
An HR manager listens to and records an employee grievance.
What is employee relations
Positive customer relations makes customers feel __________.
What is connected
Southwest Airlines and United Airlines
What is direct competion
Involves long-term planning and organization
What is strategic management
Function that involves establishing lines of authority
What is organizing
An HR manager solves a paperwork snag involving an employee’s paycheck.
What is compensation and benefits
Building positive customer relations is a good way for smaller businesses to compete because it is __________.
What is inexpensive
Manufacturers’ rebates
What is price competition
Involves putting a reliable data storage-and-retrieval system in place
What is information management
Ability to communicate and build relationships with others
What is impersonal skills
An HR manager makes sure the company is following equal employment opportunity (EEO) laws
What is compliance
By saving time and resources, positive customer relations can increase a business’s __________.
What is productivity
Delivery services to customers
What is nonprice competition
Involves making the business a fair and inviting place to work
What is human resources management
Ability to understand how the parts of an organization are interrelated
What is conceptual skill
A department manager develops an instruction manual for one of the company’s job positions.
What is training and development
A business’s intangible environment is often referred to as __________.
What is corporate culture
McDonald’s and AMC Theaters