Business Management I (3.03) 2019 LAP

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