Customer Relations

1. A customer-service mindset means that a business considers providing excellent customer

service to be

• a. moderately important.

• b. necessary in certain cases.

• c. a top priority.

• d. its only objective.

Businesses with customer-service mindsets are usually able to

• a. achieve their goals.

• b. reduce their expenses.

• c. hire more employees.

• d. satisfy their vendors.

Why should employees act as if customers are their employers?

• a. Customers own the business.

• b. Employees would not have jobs if there were no customers.

• c. Customers pay employees’ bonuses.

• d. Employees might work for the customers in the future.

To demonstrate a customer-service mindset, employees must believe that customers deserve their

• a. unsolicited advice.

• b. limited information.

• c. complete attention.

• d. personal opinions.

Customers have the right to expect employees to be

• a. self-serving.

• b. open-minded.

• c. goal-oriented.

• d. well-informed.

A logo is a brand’s

• a. promise.

• b. identifying mark.

• c. personality.

• d. catchphrase.

Brand promise connects to customers on a(n) __________ level.

• a. intellectual

• b. social

• c. logical

• d. emotional

“I’m lovin’ it” is one of McDonald’s famous brand

(3 points)

• a. slogans.

• b. logos.

• c. promises.

• d. touch points.

Which of the following is a true statement about brand promise:

• a. It is explained solely through advertising.

• b. It decreases brand awareness.

• c. It is not usually stated in words.

• d. It is the same thing as brand logo.

Which of the following is a benefit of brand promise:

• a. It increases the company’s market share.

• b. It attracts employees to the company.

• c. It allows the company to pay higher salaries

• d. It allows the company to stand out from the competition.