3.05-3.08 BM(1)

Front

Which causes the greatest number of cultural sensitivity issues? Options: globalization, communication, relationships to time and space, level of comfort with uncertainty

Back

communication

Front

Businesspeople from one country need to be aware of the cultural differences of businesspeople from other parts of the world to avoid:

Back

being insulting or rude.

Front

A way to show respect for foreign clients’ cultural and social differences is to:

Back

pronounce their names correctly.

Front

Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries? Options: role of females, type of climate, source of income, variety of industry

Back

role of females

Front

Businesspeople who fail to adapt their communication styles to appeal to their international clients are most likely to:

Back

offend the clients.

Front

Which would most likely be the cause of customer complaints? Options: product quality, extended hours, price reductions, institutional ads

Back

product quality

Front

If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?

Back

ensure the error is corrected

Front

What should one do to determine whether a customer’s complaint is justified? Options: ask a supervisor, restate the complaint, take immediate action, investigate the problem

Back

investigate the problem

Front

What is a cost associated with customer complaints?

Back

loss of sales

Front

Which are the three major areas of customer complaints?

Back

product, personnel, and the business