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?
100
Make sure you clearly understand customers' inquiries
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what should you do?
100
To make sure the business's actions are consistent
What is one of the purposes of having business policies?
100
Restate the complaint
Tammy listened carefully to a disgruntled customer, who is disappointed in the delayed delivery of several packages. What should Tammy do next?
100
Requiring employees to respond to customer inquiries within 24 hours
Which of the following is a policy that the WNJ Company might implement to reinforce its image as an efficient and responsive business?
200
Devote their full attention to customers
What should employees do to maintain a customer-service mindset?
200
Ask the customers when it would be convenient to call them
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?
200
Listen patiently and try to stay calm
What should salespeople do when they must cope with customers who are being disagreeable?
200
Yes, because the salesperson does not have an opportunity to handle the complaint.
Are noncomplainers a more difficult problem for businesses than complainers?
200
To develop new products
What is one way that businesses use marketing information?
300
By requesting input through employee and customer surveys
How do service-oriented companies often improve their levels of service?
300
Offend the clients
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
300
Loss of sales
What is a cost associated with customer complaints?
300
Making a brand promise
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
300
Identify problems
What does continuously monitoring internal marketing information enable businesses to do?
400
Builds positive relationships with customers
What is one of the benefits to a business of reinforcing service orientation through communication?
400
Being patient, flexible, and empathetic
What should help business people adapt their communication styles to appeal to clients from other cultures?
400
Product quality
Which of the following would be the most likely cause of customer complaints?
400
Making a brand promise
John communicates through all advertisements that his employees go through extensive training. What is John doing?
400
To improve the effectiveness of salespeople
What is one way that many businesses use the marketing information contained in sales reports?
500
Make sure you clearly understand customers' inquiries
What is a guideline for employees to follow in handling customer inquiries?
500
Nature of the business
What is a factor that affects a business's selection of policies to guide its operations?
500
Restate the complaint
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
500
Jack politely asks if his customer would like a beverage while s/he waits for car service.
What is an example of an employee reinforcing a firm's image through his/her job performance?
500
Popular products
By monitoring its sales and its customers' buying habits, what is a business often able to identify?