POBF 1.04 Quiz

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

• Verbal

• Lateral

• Written

• Upward

The primary reason the business benefits when salespersons practice good customer relations is that it:

• develops repeat customers.

• promotes quality service.

• prevents customer objections.

• segments the business's market.

Which is a characteristic of good customer service?

• offering quality service

• asking many questions

• taking a long time to reply

• offending people

It is easier for employees to develop positive customer/client relations if employees understand that each customer is:

• in a hurry.

• like most others.

• a possible problem.

• a unique individual.

The primary reason customers give for not returning to a business is a lack of:

• courtesy from salespeople.

• advertised merchandise.

• available parking.

• customer-service personnel.

Having positive customer relations means making customers

• more popular.

• satisfied.

• happy.

• richer.

Positive customer relations can boost productivity by

• avoiding wasted time and resources.

• creating new manufacturing processes.

• attracting new customers.

• cutting down on equipment costs.

As an employee, you can help your company build positive customer relations by

• identifying a target market.

• conducting market research.

• reporting customer feedback.

• making strategic planning decisions.

The most important factor in a business's customer relations is its

• technology.

• people.

• business processes.

• business environment.

The best way for businesses to communicate with customers is to

• rent billboards on major highways.

• send direct mail.

• give as much information as possible.

• listen respectfully.