Customer Relations

Front

What is often the result of positive customer/client relations?

Back

Repeat business

Front

Employees can demonstrate their customer-service mindset by using good

Back

telephone techniques.

Front

What is an example of an employee reinforcing a service orientation through communication? Options: Telling customers they are misinformed, Offering to find information for customers, Agreeing that customers are always right, Selecting certain customers to help

Back

Offering to find information for customers

Front

Which of the following is an example of a customer inquiry about a product that an employee might need product knowledge in order to handle: "Is it designed to last?", "Is financing available?", "Is delivery included?", "Is there a return policy?"

Back

"Is it designed to last?"

Front

When doing business with clients from another culture, you should always be sure to

Back

research the culture and history of the people with whom you're doing business.

Front

What type of business policy is designed to attract customers by making the purchasing experience more convenient for them?

Back

Service

Front

Salespeople sometimes have difficulty meeting the needs of customers who are silent.

Back

silent.

Front

How can the salesperson try to reduce the number of customer complaints about the products customers buy?

Back

By identifying the customer's real needs.

Front

What is the great customer service that people can expect from Patricia's business considered?

Back

brand promise.

Front

Why is it important for businesses to monitor customer purchases?

Back

To satisfy consumers' needs and wants