Business Management I (3.03) Part II

Front

Employees can demonstrate their customer-service mindset by using good phone skills.

Back

phone skills.

Front

Which of the following is an opportunity for employees to demonstrate a customer-service mindset:
When buying products,
When talking to friends about their jobs,
When attending the company picnic,
When greeting customers in person

Back

When greeting customers in person

Front

Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer-service mindset when interacting with customers through the mail. , through newspaper advertising., online., at outlet stores.

Back

online.

Front

What do employees often obtain by solving customers’ problems quickly and satisfactorily?

Back

Repeat business

Front

Demonstrating a customer-service mindset primarily involves considering customers’

Back

needs

Front

Which of the following will most likely result in quality customer service:
Letting other employees know you made a mistake,
Double-checking the accuracy of your work,
Asking your supervisor to resolve problems,
Taking initiative to do your work

Back

Double-checking the accuracy of your work

Front

One way that employees can provide efficient, quick service to customers is by being

Back

organized

Front

Using a pleasant tone of voice with customers is especially important when delivering bad news.

Back

delivering bad news.

Front

In addition to smiling, employees can engage in appropriate nonverbal communication with customers by

Back

making eye contact.

Front

What can you do to project to customers that they are important to the business? Options: Use customer names in conversations, Stare at customers so they know you are listening, Speak loudly so that customers can easily hear your responses, Request a supervisor’s assistance in resolving problems.

Back

Use customer names in conversations.