1
Positive and negative results can often be directly related to a company’s
A. name.
b. actions.
c. taxes.
d. location.
b. actions
Technological advances can help companies provide more customer service with fewer employees, but why must the companies be careful?
a. Computers and telephones break down regularly.
b. Technology cannot provide 24-7 service.
c. Current employees may go on strike.
d. Customers may feel they are losing their human touch.
d. Customers may feel they are losing their human touch.
Which of the following is a result that is likely to occur when companies take positive actions:
a. Shutting down the competition
b. High employee turnover
c. Record profits
d. Excellent business reputation
d. Excellent business reputation
An on-site accident seriously injures a construction worker. When contacted by the press, the company refuses to comment. What negative action is the company demonstrating?
a. Not keeping promises
b. Using high-pressure sales techniques
c. Responding inappropriately to crises
d. Failing to provide what customers want
c. Responding inappropriately to crises
Hope’s produce company accidentally sold several crates of spoiled vegetables. She immediately issued a statement to recall the product and apologize for the mistake. This is an example of which positive action companies should take?
a. Provide proper training for employees.
b. Use rational and emotional motivation to convince customers to buy.
c. Align strategies and activities with goals.
d. Protect business’s reputation.
d. Protect business’s reputation.
Television advertisements, interactions with salespeople, and bills or invoices are all examples of
a. touchpoints.
b. emotional motives.
c. market share.
d. corporate responsibility.
a. touchpoints.
A toy store tells parents that a certain toy will be in stock, but on the release date, it doesn’t have the toy available. What negative action is the store demonstrating?
a. Using high-pressure sales techniques
b. Delivering low-quality goods and services
c. Responding inappropriately to crises
d. Not keeping promises
d. Not keeping promises
When customers have a negative experience with a business, they are likely to
a. tell their family and friends about it.
b. do nothing.
c. give the business one more chance.
d. contact the owner or manager.
a. tell their family and friends about it.
Morgan Health Supply Company wants to expand its product line this year. It uses its budget surplus to invest in new products rather than to remodel its offices. What positive action is the company demonstrating?
a. Align strategies and activities with goals.
b. Utilize touchpoints to reinforce company image.
c. Provide excellent customer service.
d. Demonstrate corporate responsibility.
a. Align strategies and activities with goals.
Which of the following is an example of corporate responsibility:
a. A company provides professional development for employees.
b. A company uses recycled materials in its products.
c. A company pays its taxes on time.
d. A company expands its facilities.
b. A company uses recycled materials in its products.
Why is it a bad idea to use high-pressure sales techniques?
a. It overwhelms customers with too much information.
b. Too much time is consumed.
c. The technique rarely works.
d. Customers may feel dissatisfied after their purchases.
d. Customers may feel dissatisfied after their purchases.
Which of the following is a result that is likely to occur when companies take negative actions:
a. High employee turnover
b. Bankruptcy
c. Excellent business reputation
d. Increased efficiency
a. High employee turnover
Jordan just began his new job as a financial analyst. Processes and procedures at his new company are a little bit different from the last place he worked, so his first week will be spent learning the ropes. What positive action is his company demonstrating?
a. Communicate honestly within and outside business.
b. Provide proper training for employees.
c. Protect business’s reputation.
d. Use rational and emotional motivation to convince customers to buy.
b. Provide proper training for employees.
Your company had total sales of $5 billion last year, while your industry as a whole sold $50 billion. Your company’s sales divided by total industry sales equals 10%, or your
a. ethics.
b. efficiency.
c. brand value.
d. market share.
d. market share.
An energy company has misrepresented its financial status on its latest accounting reports. What negative action is the company demonstrating?
a. Failing to provide what customers want
b. Acting unethically
c. Not keeping promises
d. Responding inappropriately to crises
b. Acting unethically
Chad is very happy with the haircut he received at a new barbershop. Chad is demonstrating customer
a. loyalty.
b. satisfaction.
c. attitude.
d. behavior.
b. satisfaction.
Karin is a sales representative for industrial office equipment. She always attempts to establish trust with each of her clients before asking them to buy. What positive company action is Karin demonstrating?
a. Protect business’s reputation.
b. Provide proper training for employees.
c. Use rational and emotional motivation to convince customers to buy.
d. Align strategies and activities with goals.
c. Use rational and emotional motivation to convince customers to buy.
When all employees are on the “same page” and working toward a common goal, businesses tend to be more
a. popular.
b. ethical.
c. efficient.
d. negative.
c. efficient.
Businesses cannot create a __________ where none exists.
a. need
b. building
c. service
d. good
a. need
You take your clothes to the same dry cleaner every time, even though there are many other dry cleaners in your area. You are demonstrating customer
a. behavior.
b. loyalty.
c. attitude.
d. satisfaction.
b. loyalty.