CRM
Employees can usually provide good customer service by considering the customers’:
A. appearance.
B. habits.
C. needs.
D. wages.
C. needs.
Non-complainers may be unhappy with a purchase but fail to communicate their displeasure. For businesses, are non-complainers a more difficult problem than complainers?
A. No, non-complainers fail to express ill feelings.
B. Yes, non-complainers take longer to get their message across.
C. No, a salesperson can satisfy non-complainers within company guidelines.
D. Yes, a salesperson lacks the opportunity to resolve the issue for non-complainers.
D. Yes, a salesperson lacks the opportunity to resolve the issue for non-complainers.
“I buy only the most expensive brands” is a statement that characterizes which type of customer?
A. disagreeable
B. methodical
C. superior
D. suspicious
C. superior
13. What is a business doing when it publicly pledges to provide all its customers with quick, courteous service?
A. stating industry policies
B. making a brand promise
C. establishing product position
D. developing a campaign platform
B. making a brand promise
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:
A. send daily opt-in e-mail messages to customers.
B. implement a comprehensive customer privacy policy.
C. sell its customer list to third parties without permission.
D. maintain detailed information about customers’ transactions.
B. implement a comprehensive customer privacy policy.
In the modern business world, a growing number of interactions between businesses and customers are taking place:
A. in stores.
B. on the phone.
C. through the mail.
D. over the Internet.
D. over the Internet.
What should Devin do to eliminate any misunderstanding that he may have concerning a customer's complaint?
A. thank the customer
B. restate the complaint
C. take immediate action
D. explain company policy
B. restate the complaint
Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers?
A. personalization technology
B. matching engine technology
C. campaign prediction software
D. sales force automation technology
D. sales force automation technology
A business’s brand promise is what the business intends to:
A. name its product.
B. use as a trademark.
C. provide to the customer.
D. sell to the target market.
C. provide to the customer.
Which is a factor that affects a business’s selection of policies to guide its operations?
A. the nature of the business
B. the space available to display policies
C. the communication skills of employees
D. the personal preferences of management
A. the nature of the business
Which statement is true about customer relationship management (CRM)?
A. A business has implemented a CRM program if it is providing good customer service.
B. A primary goal of CRM is to maximize the long-term value of customer relationships.
C. Price is the most important factor in building a long-term buyer-seller relationship.
D. Organizational culture has little effect on a customer’s experiences with a business.
B. A primary goal of CRM is to maximize the long-term value of customer relationships.
The first step in handling customer complaints is to:
A. tell the customer to be brief.
B. call the manager for assistance.
C. let the customer explain the problem.
D. ask the customer to submit a written grievance.
C. let the customer explain the problem.
By accurately explaining the company’s policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company’s:
A. goals.
B. image.
C. routine.
D. rules.
B. image.
What technology has made personal branding more important than ever before?
A. social media
B. smart phones
C. smart watches
D. intranet of things
A. social media
One way of reinforcing a company’s image through employee performance is by making sure employees have:
A. thorough product knowledge.
B. comfortable work environments.
C. generous pay and benefit plans.
D. full access to customer databases.
A. thorough product knowledge.
What is a cost associated with customer complaints?
A. loss of sales
B. higher commissions
C. additional advertising
D. markups on inventory
A. loss of sales
Which are the three major areas of customer complaints?
A. product, personnel, and the business
B. labeling, faulty design, and mis-pricing
C. improper decisions, oversight, and service
D. poor service, inaccurate forms, and rudeness
A. product, personnel, and the business
Why are some employers hesitant to vet a potential employee by looking at their social media?
A. They want to avoid spending the time and money to search all possible sites.
B. They dislike having applicants knowing their online profiles are being evaluated.
C. They may find information that would disqualify the otherwise most qualified candidate.
D. They want to avoid seeming to be discriminating based on demographic information they found online.
D. They want to avoid seeming to be discriminating based on demographic information they found online.
What can individuals do to positively develop their social media brand?
A. post material online of everything they do
B. post emotional responses to any post that upsets them
C. post content that is consistent and professional in nature
D. post updates quickly before they forget what they were going to say
C. post content that is consistent and professional in nature
Which is an example of an employee reinforcing a firm’s image through his/her job performance?
A. Susan advises her customer that the sofa is only available by special order.
B. Jack politely asks if his customer would like a beverage while she waits for car service.
C. A human resources manager prepares the company’s employee newsletter every month.
D. A client waits on the phone for several minutes while the salesperson confirms shipping information.
B. Jack politely asks if his customer would like a beverage while she waits for car service.
Which causes the greatest number of cultural sensitivity issues?
A. globalization
B. communication
C. relationships to time and space
D. level of comfort with uncertainty
B. communication
If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?
A. ensure the error is corrected
B. blame the billing department
C. become as upset as the customer
D. complain about the customer’s attitude.
A. ensure the error is corrected
16. What government entity can prosecute individuals if they endorse a company’s product online without disclosing that they work for that company?
A. Federal Trade Commission
B. Federal Product Commission
C. Federal Disclosure Commission
D. Federal Advertising Commission
A. Federal Trade Commission
Which is a factor that affects a business’s selection of policies to guide its operations?
A. the nature of the business
B. the space available to display policies
C. the communication skills of employees
D. the personal preferences of management
A. the nature of the business
Salespeople who are well informed about the brands, sizes, and styles of goods that their business offers can easily answer which customer question?
A. "What time does the business open?"
B. "What is the business’s return policy?"
C. "What type of credit does the business offer?"
D. "What type of merchandise does the business carry?"
D. "What type of merchandise does the business carry?"