Q's 1-5
Q's 6-10
Q's 11-15
Q's 16-20
Q's 21-25
100
What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error? A. Make sure the mistake is corrected B. Blame the billing department C. Get as upset as the customer D. Call the person's supervisor to complain about the customer's attitude
What is A: Make sure the mistake is corrected
100
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do? A. Spend as little time as possible answering customers' inquiries B. Try to make a sale while you're answering each inquiry C. Don't try to handle inquiries when you are busy with a sale D. Make sure you clearly understand customers' inquiries
What is D: Make sure you clearly understand customers' inquiries
100
What is one of the purposes of having business policies? A. To encourage customers to make frequent exchanges B. To make sure the business's actions are consistent C. To ensure that the business makes a profit D. To allow employees to make decisions regarding customers
What is B: To make sure the business's actions are consistent
100
Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next? A. Thank the customer B. Explain customer policy C. Restate the complaint D. Take immediate action
What is C: Restate the complaint
100
Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business? A. Requiring employees to respond to customer inquiries within 24 hours B. Requesting that employees sign their timecards at the end of a pay period C. Ensuring that employees wear clean uniforms during their shifts D. Allowing employees to establish their own service standards.
What is A: Requiring employees to respond to customer inquiries within 24 hours
200
What should employees do to maintain a customer-service mindset? A. Listen to the words of soothing songs B. Devote their full attention to customers C. Maximize conversations with coworkers D. Decide how to spend their break time
What is D: Devote their full attention to customers
200
What is a business way for employees to handle a situation in which they must obtain information requested by customers and call the customers back? A. Tell the customers exactly when they will be called B. Ask the customers when it would be convenient to call them C. Explain how much effort will be required to get the requested information D. Ask the customers to call back if they don't receive a call within 24 hours
What is B: Ask the customers when it would be convenient to call them
200
What should salespeople do when they must cope with customers who are being disagreeable? A. Speed up the sale to minimize opportunity for disagreement B. Use product knowledge to prove they are wrong C. Listen patiently and try to stay calm D. Ask them to come back when they are ready to buy
What is C: Listen patiently and try to stay calm
200
Are noncomplainers a more difficult problem for businesses than complainers? A. Yes, because records of the complaints cannot be maintained B. Yes, because the salesperson does not have an opportunity to handle the complaint. C. No, because noncomplainers do not express ill feelings D. No, because the salesperson can satisfy the noncomplainer within company guidelines
What is B: Yes, because the salesperson does not have an opportunity to handle the complaint.
200
What is one way that businesses use marketing information? A. To develop new products B. To determine credit scores C. To change economic trends D. To prepare sales invoices
What is A: To develop new products
300
How do service-oriented companies often improve their levels of service? A. By evaluating internal product development procedures B. By requesting input through employee and customer surveys C. By providing customers with product testimonials D. By conducting a feasibility analysis for company expansion
What is B: By requesting input through employee and customer surveys
300
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do? A. Offend the clients B. Earn the clients' trust C. Impress the clients D. Persuade the clients to buy
What is A: Offend the clients
300
What is a cost associated with customer complaints? A. Markups on inventory B. Additional advertising C. Higher commissions D. Loss of sales
What is D:Loss of sales
300
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? A. Making a brand promise B. Developing a campaign platform C. Stating industry policies D. Establishing product position
What is A: Making a brand promise
300
What does continuously monitoring internal marketing information enable businesses to do? A. Investigate competitors B. Identify problems C. Evaluate market share D. Analyze economic changes
What is B: Identify problems
400
What is one of the benefits to a business of reinforcing service orientation through communication? A. Promotes the sale of new products B. Builds positive relationships with customers C. Rewards customers for their support D. Encourages employees to be aggressive
What is B: Builds positive relationships with customers
400
What should help business people adapt their communication styles to appeal to clients from other cultures? A. Being respectful, indifferent, and honest B. Being confident, biased, and manipulative C. Being sensitive, transparent, and demanding D. Being patient, flexible, and empathetic
What is D: Being patient, flexible, and empathetic
400
Which of the following would be the most likely cause of customer complaints? A. Institutional ads B. Product quality C. Extended hours D. Price reductions
What is B: Product quality
400
John communicates through all advertisements that his employees go through extensive training. What is John doing? A. Making a brand promise B. Developing a campaign platform C. Stating industry policies D. Establishing product position
What is A: Making a brand promise
400
What is one way that many businesses use the marketing information contained in sales reports? A. To monitor expense accounts B. To qualify potential new customers C. To improve the effectiveness of salespeople D. To develop negotiating techniques
What is C: To improve the effectiveness of salespeople
500
What is a guideline for employees to follow in handling customer inquiries? A. Spend as little time as possible answering customers' inquiries B. Try to make a sale while you're answering each inquiry C. Don't try to handle inquiries when you are busy with a sale D. Make sure you clearly understand customers' inquiries
What is D: Make sure you clearly understand customers' inquiries
500
What is a factor that affects a business's selection of policies to guide its operations? A. Communication skills of employees B. Personal preferences of management C. Nature of the business D. Space available to display policies
What is C: Nature of the business
500
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint? A. Thank the customer B. Explain company policy C. Restate the complaint D. Take immediate action
What is C: Restate the complaint
500
What is an example of an employee reinforcing a firm's image through his/her job performance? A. A customer waits on the telephone for several minutes while Matt confirms shipping information B. Susan advises her customer that the sofa is only available by special order C. Jack politely asks if his customer would like a beverage while s/he waits for car service. D. Angela, a human resources manager, prepares the firm's employee newsletter every month
What is C: Jack politely asks if his customer would like a beverage while s/he waits for car service
500
By monitoring its sales and its customers' buying habits, what is a business often able to identify? A. Popular products B. Research methods C. Economic resources D. Competitors' activities
What is A: Popular products
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