POB 1.04

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

• upward
• lateral
• written
• verbal

The primary reason the business benefits when salespersons practice good customer relations is that it:

• develops repeat customers.
• prevents customer objections.
• promotes quality service.
• segments the business's market.

The primary reason customers give for not returning to a business is a lack of:

• courtest from salesperson.
• available parking.
• advertised merchandise.
• customer-service personnel.

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:

• a possible problem.
• a unique individual. 
• in a hurry.
• like most others. 

Having positive customer relations means making customers

• more popular. 
• richer. 
• satisfied. 
• happy. 

To build positive customer relations, a business much be

• aggressive.
• proactive.
• profitable.
• small.

As an employee, you can help you company build positive customer relations by: 

• identifying a target market. 
• conducting market research. 
• reporting customer feedback. 
• making strategic planning decisions. 

Businesses use technology to build positive customer relations by

• calling customers at home. 
• placing pop-up advertisements on websites. 
• sending unsolicited e-mails. 
• creating targeted marketing campaigns. 

The most important factor in a business's customer relations is its:

• people. 
• business processes. 
• business environment. 
• technology. 

The best way for businesses to communicate with customers is to:

• rent billboards on major highways. 
• send direct mail. 
• give as much information as possible. 
• listen respectfully.