Customer Relations

What is often the result of positive customer/client relation?

• Additional stress

• More complication

• Repeat business

• Increased training

2. Employees can demonstrate their customer-service mindset by using good

• business activities.

• promotional plans.

• telephone techniques.

• marketing strategies.

3. What is an example of an employee reinforcing a service orientation through communication?

• Telling customers they are misinformed

• Offering to find information for customers

• Agreeing that customers are always right

• Selecting certain customers to help

4. Which of the following is an example of a customer inquiry about a product that an employee might need product knowledge in order to handle:

• "Is it designed to last?"

• "Is financing available?"

• "Is delivery included?"

• "Is there a return policy?"

5. When doing business with clients from another culture, you should always be sure to

• use humor to ease tension and make everyone more comfortable.

• take the opportunity to tell the other person how you do things in your culture.

• research the culture and history of the people with whom you're doing business.

• always speak English, since it's considered the international language of business.

6. What type of business policy is designed to attract customers by making the purchasing experience more convenient for them?

• Flexible

• Employee

• Product

• Service

7. Salespeople sometimes have difficulty meeting the needs of customers who are

• agreeable.

• silent.

• decisive.

• patient.

8. How can the salesperson try to reduce the number of customer complaints about the products customers buy?

• By using high-pressure selling techniques

• By identifying the customer's real needs

• By approaching customers as soon as possible

• By advising the customer from personal experience

9. There are several auto repair shops in town, but Patricia's stands out. Her auto repair shop does great work, but what really sets her shop apart is the customer service. Every customer is greeted by a friendly employee, and s/he is given snacks and drinks while s/he waits for the repairs to be completed. The great customer service that people can expect from Patricia's business is considered her

• tagline.

• brand promise.

• vision.

• mission statement.

10. When Mr. Schwarz's order did not arrive at the expected time, he called Karl, the salesperson with whom he had placed his order. Karl apologized for the delay and told Mr. Schwarz that he would check into the issue. After Karl talked with the transportation company, he immediately called Mr. Schwarz to let him know where the order was and when to expect delivery. Mr. Schwarz thanked Karl for getting back with him so quickly. In this situation, Karl reinforced the company's image by D. complimenting the customer.

• delegating work tasks.

• giving vague answers.

• providing efficient follow-up.

• complimenting the customer.