bb40 Customer relations part one

Front

Today, customer relationship management is considered an important tool in

Back

business decision-making

Front

A business's brand promise is what the business intends to

Back

Provide the customer

Front

Customers tend to look at a business as a whole despite the number of __________ they experience.

Back

Touchpoints

Front

Employees who always keep their commitments to customers are building positive relationships with those customers by being

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Dependable

Front

Oliver is an American businessperson who will be traveling to Scotland to close an important business deal. Does Oliver need to alter his communication style to adapt to the Scottish culture?

Back

Yes. Oliver should do some research on Scottish culture so he doesn't do or say something offensive.

Front

How does solving difficult-customer situations benefit you personally?

Back

You gain valuable communication skills.

Front

Which of the following will help you have a pleasant voice when speaking to customers: Speaking at a comfortable volume, Speaking very slowly, Speaking in a monotone voice, Speaking very quickly

Back

Speaking at a comfortable volume

Front

A business's service orientation is its level of commitment to satisfying customers.

Back

satisfying customers.

Front

"I'd like to have that in writing before I give you my money," best describes the __________ customer.

Back

Suspicious

Front

A good way to immediately calm an irate customer who has just made an angry complaint is to

Back

Thank the customer for identifying the problem.