Customers
Which would most likely be the cause of customer complaints?
A. product quality
B. extended hours
C. price reductions
D. institutional ads
What is A. product quality
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.
What is D. over the Internet.
It is important for employees to follow the rules of conduct established by management to:
A. prevent workplace conflict.
B. reduce the need for professional development.
C. maintain a consistent and fair work environment.
D. ensure that everyone is compensated the same way.
What is C. maintain a consistent and fair work environment.
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
What is A. ensure the error is corrected
An important reason for having business policies is that they:
A. provide customers with satisfaction.
B. equalize the workload for employees.
C. give management all of the tasks and responsibility.
D. guide employees' actions and protect their decisions.
What is D. guide employees' actions and protect their decisions.
Which are the three major areas of customer complaints?
A. product, personnel, and the business
B. labeling, faulty design, and mispricing
C. improper decisions, oversight, and service
D. poor service, inaccurate forms, and rudeness
What are A. product, personnel, and the business
Employees can usually provide good customer service by considering the customers’:
A. appearance.
B. habits.
C. needs.
D. wages.
What is C. needs.
Which question should a manager consider when hiring a new employee?
A. “What is the company’s vision?”
B. “How should the workload be distributed?”
C. “How will the company compensate this worker?”
D. “What are the company’s product quality standards?”
What C. “How will the company compensate this worker?”
Noncomplainers may be unhappy with a purchase but fail to communicate their displeasure. For businesses, are noncomplainers a more difficult problem than complainers?
A. No, noncomplainers fail to express ill feelings.
B. Yes, noncomplainers take longer to get their message across.
C. No, a salesperson can satisfy noncomplainers within company guidelines.
D. Yes, a salesperson lacks the opportunity to resolve the issue for noncomplainers.
What is D. Yes, a salesperson lacks the opportunity to resolve the issue for noncomplainers.
A. establish loyalty
B. assign authority
C. provide direction
D. ensure profitability
What is C. provide direction
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.
What is C. let the customer explain the problem.
Business people from one country need to be aware of the cultural differences of businesspeople from other parts of the world to avoid:
A. meeting face-to-face.
B. being insulting or rude.
C. asking important questions.
D. discussing personal finances.
What is B. being insulting or rude.
Which is a compliance issue?
A. minimum wage
B. conflict mediation
C. carpool organization
D. performance management
What is A. minimum wage
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.
What is B. image.
Which is an example of human resources management?
A. Kurt prepares a press release to distribute to the media
B. Tony explains the company's policies to a new employee during orientation
C. Ava speaks with a new vendor to establish sales terms and to place an order
D. Jennifer gathers sales information to develop a quarterly report for her supervisor
What is B. Tony explains the company's policies to a new employee during orientation
What is a cost associated with customer complaints?
A. loss of sales
B. higher commissions
C. additional advertising
D. markups on inventory
What is A. loss of sales
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?"
What is D. "What type of merchandise does the business carry?"
If an employee continually fails to follow the firm’s rules of conduct, the firm is likely to:
A. develop quotas.
B. change its policies.
C. promote the person.
D. take disciplinary action.
What is D. take disciplinary action.
Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. Kemper’s actions help build trust with its customers in relation to:
A. online security.
B. physical safety.
C. calculation errors.
D. product tampering.
What is A. online security.
Which is an example of an ethical dilemma that human resources managers may encounter?
A. recruiting job candidates
B. promoting a qualified employee
C. developing an employee pay scale
D. hiring a friend or a family member
What is D. hiring a friend or a family member
“I buy only the most expensive brands” is a statement that characterizes which type of customer?
A. disagreeable
B. methodical
C. superior
D. suspicious
What is C. superior
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
What is D. sales force automation technology
Which is a benefit to businesses of orienting new employees?
A. provides data
B. increases profit
C. reduces turnover
D. eliminates training
What is C. reduces turnover
Which is an example of a manager directing the company’s resources efficiently?
A. Renee offers Enrique a raise if he improves his performance.
B. Alicia trains her staff on the latest software they will be using.
C. Alex tells Diane to use a part of her budget on a new ad campaign.
D. Clarence makes sure his employees understand the value of their work.
What is C. Alex tells Diane to use a part of her budget on a new ad campaign.
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
What is B. communication