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? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.02)
Make sure you clearly understand customers' inquiries
100
What is one of the purposes of having business policies? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.05)
Restate the complaint
100
What is an example of an employee reinforcing a firm's image through his/her job performance? (NCCTE.9_12.ME.6621.2.07)
Jack politely asks if his customer would like a beverage while s/he waits for car service.
200
What should employees do to maintain a customer-service mindset? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.05)
Listen patiently and try to stay calm
200
Are noncomplainers a more difficult problem for businesses than complainers? (NCCTE.9_12.ME.6621.2.05)
Yes, because the salesperson does not have an opportunity to handle the complaint.
200
Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business? (NCCTE.9_12.ME.6621.2.07)
Requiring employees to respond to customer inquiries within 24 hours
300
How do service-oriented companies often improve their levels of service? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.02)
Offend the clients
300
What is a cost associated with customer complaints? (NCCTE.9_12.ME.6621.2.05)
Loss of sales
300
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing? (NCCTE.9_12.ME.6621.2.07)
Making a brand promise
300
What is one way that businesses use marketing information? (NCCTE.9_12.ME.6621.1.05)
To develop new products
400
What is one of the benefits to a business of reinforcing service orientation through communication? (NCCTE.9_12.ME.6621.2.02)
Builds positive relationships with customers
400
What should help business people adapt their communication styles to appeal to clients from other cultures? (NCCTE.9_12.ME.6621.2.02)
Being patient, flexible, and empathetic
400
Which of the following would be the most likely cause of customer complaints? (NCCTE.9_12.ME.6621.2.05)
Product quality
400
What does continuously monitoring internal marketing information enable businesses to do? (NCCTE.9_12.ME.6621.1.05)
Identify problems
500
What is a guideline for employees to follow in handling customer inquiries? (NCCTE.9_12.ME.6621.2.02)
Make sure you clearly understand customers' inquiries
500
What is a factor that affects a business's selection of policies to guide its operations? (NCCTE.9_12.ME.6621.2.02)
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? (NCCTE.9_12.ME.6621.2.05)
Restate the complaint
500
John communicates through all advertisements that his employees go through extensive training. What is John doing? (NCCTE.9_12.ME.6621.2.07)
Making a brand promise
500
What is one way that many businesses use the marketing information contained in sales reports? (NCCTE.9_12.ME.6621.1.05)