Business Management Unit 6 (Odd)

Which of the following types of information does a company need customer input to obtain?

• Amount of money spent

• Suggestions for new products

A business manager who wants to uncover all of the hidden aspects of a problem in order to find a solution might use the ______________technique.

• What if...

• Who-said

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to

• maintain detailed information about customers' transactions.

• implement a comprehensive customer privacy policy.

To control various business activities in an effective manner, managers must first

• set appropriate standards.

• request employee feedback.

An important reason for having business policies is that policies

• help employees to make consistent decisions.

• even out the workload for employees.

By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's

• routine

• image

The first step in handling customer complaints is to

• ask the customer to be brief.

• let the customer explain the problem.

When customers have low involvement with a product, and there is little difference among brands, what type of buying behavior are they exhibiting?

• Habitual

• Variety

To handle customer inquiries about specific products in a large business, the sales staff should

• know the location of products within the business.

• know why products are not carried by the business.

Employees usually are able to provide good customer service by considering the customers'

• habits

• needs