2019 Business Management Midterm Review B

Which of the following is a company resource that employees often analyze to ascertain policies and procedures:

• Training materials

• Sales reports

• Promotional brochures

• Research documents

When organizing information to present in a business report, it is effective to

• determine the purpose.

• interpret the data.

• remain objective.

• develop an outline.

What is a factor that affects a business's selection of policies to guide its operations?

• Communication skills of employees

• Personal preferences of management

• Nature of the business

• Space available to display policies

What is one of the purposes of having business policies?

• To encourage customers to make frequent exchanges

• To make sure the business's actions are consistent

• To ensure that the business makes a profit

• To allow employees to make decisions regarding customers

When defending their ideas objectively, employees should be prepared to

• use aggressive body language.

• write a technical research report.

• provide supporting information.

• demonstrate a sense of leadership.

Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.

• dishonest

• domineering

• insulting

• argumentative

What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?

• Suspicious

• Eager

• Slow/Methodical

• Domineering/Superior

Are non-complainers a more difficult problem for businesses than complainers?

• Yes, because records of the complaints cannot be maintained.

• Yes, because the salesperson does not have an opportunity to handle the complaint.

• No, because non-complainers do not express ill feelings.

• No, because the salesperson can satisfy the noncomplainer within company guidelines.

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

• Thank the customer.

• Explain company policy.

• Take immediate action.

• Restate the complaint.

Which of the following statements is true about customer relationship management (CRM):

• A business has implemented a CRM program if it is providing good customer service.

• Price is the most important factor in building a long-term buyer/seller relationship.

• A primary goal of CRM is to maximize the long-term value of customer relationships.

• Organizational culture has little effect on a customer's experiences with a business.