2019 Business Management-Unit 3 CA TB (CustomerService) [W9]

A customer-service mindset means that a business considers providing excellent customer service to be

• moderately important

• necessary in certain cases

• a top priority

• its only objective

Businesses with customer-service mindsets are usually able to

• achieve their goals

• reduce their expenses

• hire more employees

• satisfy their vendors

Why should employees act as if customers are their employers?

• customers own the business

• employees would not have jobs if there were no customers

• customers pay employees bonuses

• employees might work for the customers in the future

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

• unsolicited advice

• limited information

• complete attention

• personal opinions

Customers have the right to expect employees to be

• self-serving

• open-minded

• goal-oriented

• well-informed

Emphasizing customer service can help a business to be more

• innovative

• competitive

• objective

• possessive

Which of the following is a potential benefit for a business that demonstrates a customer-service mindset:

• more publicity

• increased assets

• longer season

• greater profits

Businesses whose employees demonstrate a customer-service mindset often benefit from

• rapid employee turnover

• increased costs

• reduced complaints

• decreased employee morale

Demonstrating a customer-service mindset benefits employees by supporting their

• careers

• need to be recognized

• competitiveness

• efficiency at work

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?

• a promotion

• an expense account

• a thank-you

• a compliment