Customer Relations
Customer Relations
Mystery
Economics
Economics
100
What is the first step to building rapport with customers?
a. Breaking the ice.
b. Matching their nonverbal cues.
c. Mirroring their body language.
d. Explaining your products.
Breaking the ice
100
When Richard was speaking to his customer, Phoebe, he realized her unique needs and offered her a customized solution which varied from the company’s regular offering. He showed customer service through:
a. Going the extra mile.
b. Answering Phoebe's phone call.
c. Offering helpful advice.
d. Sending routine communications.
Going the extra mile
100
What are cultural norms?
a. In this type of culture, the rules of communication are primarily communicated through body language, tone of voice, and a person's status.
b. Globally accepted ways to act
c. Rebellious behavior or teenagers
d. Expectations of what is moral and ethical
In this type of culture, the rules of communication are primarily communicated through body language, tone of voice, and a person's status.
100
Which of the following is an example of a service?
a. Car
b. Shoes
c. Groceries
d. Haircut
Haircut
100
Which of the following would occur if inflation occurs?
a. The price of products increase
b. Prices decrease
c. Savings increase
d. More confidence in money
The price of products increase
200
What "thought" would be associated with a customer-service mindset?
a. I'm going to get to know this customer so well that we will become friends.
b. I'm going to do whatever I can to sell this next customer a product.
c. I'm going to get that promotion by selling the most.
d. I'm going to do whatever I can to help this customer.
I'm going to do whatever I can to help this customer.
200
Which of the following is not a reason for a customer to complain?
a. Poor advertising
b. High prices
c. Competitive prices
d. Poor customer service
Competitive Prices
200
Which answer is the best to describe who in a company is responsible for a positive customer-service mindset?
a. The CEO
b. Everyone in a business.
c. Employees
d. Managers
Everyone in a business
200
Services are:
a. Resources
b. Goods
c. Intangible
d. Tangible
Intangible
200
Which of the following statements regarding Gross Domestic Product (GDP) is true?
a. An increase in products produced outside of the country increases GDP
b. A decrease in GDP leads to higher standard of living
c. Improved productivity increases the GDP
d. Lower consumer spending increases the GDP
Improved productivity increases the GDP
300
_________ is defined as a close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well.
a. Sympathy
b. Discord
c. Empathy
d. Rapport
Empathy
300
Lauren, a customer service representative at a clothing boutique, is dealing with an upset customer. The customer would like to return clothing without the receipt, which is against company policy. What is the first thing Lauren should do in order to effectively handle this difficult customer?
a. Call for a manager so they can handle the upset customer.
b. State the company policy in order to fix any misunderstanding.
c. Listen to the customer to better understand their concerns.
d. Interrupt and try to dominate the conversation.
Listen to the customer to better understand their concerns.
300
Who was the DECA president of this chapter last year?
a. Madison Haywood
b. Kimberly McCurdy
c. Zahavi Johnson
d. Dahlia Abdel-Dayem
Kimberly McCurdy
300
Which of the following occurs as a result of an increase in price?
a. Quantity demanded decreases
b. Quantity supplied decreases
c. Demand decreases
d. Supply decreases
Quantity demanded decreases
300
The belief that one's culture is superior to others:
a. Ethnocentrism
b. Cultural imperialism
c. Xenocentrism
d. Cultural relativism
Xenocentrism
400
Which is an example of the service approach?
a. "Hey, my name is Janice and I'm so excited to see you in our store today. You're going to love it here. It's just an awesome place!"
b. "Hello, this section of hats is marked 30% off today."
c. "Hi, my name is Janice. It's nice to see you."
d. "Hello, my name is Janice, is there anything I can help you with?"
"Hello, my name is Janice, is there anything I can help you with?"
400
When customers complain, what is the general rule that employees should follow in order to assure that customers receive fair and consistent treatment?
a. Customer service plan
b. Store policy
c. Store employee procedure
d. Plan of action
Store Policy
400
Which of the following is NOT a step in handling customer/client complaints?
a. Stick to the facts when responding.
b. Immediately pass the complaint on to your manager.
c. Explain the solution and action plan to the customer/client.
d. Actively and carefully listen to the customer's complaint.
Immediately pass the complaint on to your manager.
400
At a price of $10 per gallon, supply exceeds demand for orange juice. What may exist in the juice market?
a. Overage
b. Equilibrium
c. Deficit
d. Shortage
Overage
400
This type of tax is often used by local and state governments to raise revenue:
a. Income tax
b. Excise tax
c. Payroll tax
d. Sales tax
Sales Tax
500
Joey purchased a defective toaster from your store two weeks ago. He lost his receipt, but store policy doesn't require it for an exchange. What is the most effective way to handle this situation?
a. Tell Joey to come back when a manager is available.
b. Tell Joey he must contact the manufacturer for an exchange.
c. Apologize for the inconvenience and offer to exchange the toaster.
d. Tell Joey that without a receipt, an exchange cannot be made.
Apologize for the inconvenience and offer to exchange the toaster.
500
How does solving difficult customer situations personally benefit an employee?
a. The employee will look better compared to their coworkers.
b. Their boss will notice and most likely give them a raise, which is a positive extrinsic reward.
c. The customer will be satisfied and that benefits the company, so it will benefit the employee too.
d. They gain the intrinsic reward of better communication and customer service skills.
They gain the intrinsic reward of better communication and customer service skills.
500
When operating in a foreign country, which of the following is the least likely item that will need to be adjusted?
a. Product Design
b. Marketing
c. Information Technology
d. Packaging
Information Technology
500
Which of the following is operating under a traditional economic system?
a. Individuals and businesses in the marketplace determine what, how, and for whom goods and services will be produced.
b. The people never stray from the original "normal" that consumers expect.
c. The people only produce what they must have in order to exist.
d. The individuals regulating the production in a factory maintain that all products be created using traditional materials, as advertised.
The people only produce what they must have in order to exist.
500
Which of the following would result from specialization of labor?
a. Specialized workers would receive lower pay.
b. Workers become quicker at producing goods.
c. Job satisfaction and motivation would drop.
d. Productivity would decrease.
Workers become quicker at producing goods.