Having positive customer relations means making customers
What is Happy
100
In the past, customer relationship management was used mainly as a way to
What is track customer information.
100
This type of customer is often skeptical, looks for tricks or evasions, asks questions that seem trivial or silly, are defensive, insecure and may not communicate.
What is suspicious
100
Complete the following steps in handling customer inquiries
1. Know your
2. Allow the customer to
What is 1) products and 2)explain the question or issue
100
This type of customer expect immediate service regardless of other customers and shows through their body language and facial expression that they can't wait
What is impatient
200
To build positive customer relations, a business must be
What is Proactive
200
In the modern business world, a growing number of interactions between businesses and customers are taking place
What is on the Internet
200
This type of customer is often reluctant to ask questions and reluctant to accept help. They hesitate to make buying decisions, lack confidence in their judgment, and make excuses for not buying now.
What is slow/methodical.
200
Complete the following steps in handling customer inquiries
3. Jot down. . .
4. . . . . the question to the customer
What is 3) notes or key words and 4) repeat or summarize
200
This acronym is used by businesses to answer questions on their web sites or other marketing materials
What is FAQ
300
Building positive customer relations is one of the least expensive ways for a business to
What is Compete with other Businesses
300
Customer relationship management can help a business to identify its
What is most valuable customers
300
Customers who believe everything is going wrong for them and everybody is either taking advantage of them or not really trying to help are called
What is complaining
300
Complete the steps in handling customer inquiries
5. Keep language . . .
6. . . . your answer
What is 5) positive and 6) Verify
300
Promotion for a business provided by customers who tell others of their satisfaction with the business
What is word-of-mouth
400
Businesses strive to retain current customers because
What is it's less expensive than attracting new customers
400
Customer Relationship Management increases sales and profits by increasing
What is customer loyalty
400
This type of customer is often touchy and unpredictable. They may be smiling and friendly one day and hardly speaks the next.
What is irritable/moody
400
Complete the steps in handling customer inquiries
7. Promise only what you can . . .
8. Remain neutral. Avoid getting . . .
What is 7) deliver and 8) defensive or confrontational
400
A business mailed 20% discount coupons to all its loyal customers. what technique for building positive customer relations does this illustrate?
What is be thankful
500
When a business strives to make every customer experience a positive one, it is remembering its
What is touch points
500
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
What is corporate culture
500
This type of customer is often haughty and overbearing. They have all the answers, are opinionated, very talkative, pushy, think they are always right and know what they want.
What is domineering/superior
500
When explaining company policy to an angry customer, one technique is called a preemptive strike. This means you would . . .
What is acknowledge that the customer may feel upset about the requirements.