Business Management 3.02

The belief that providing customers with excellent customer service should be top priority is

• customer service

• customer service management

• customer service mindset

• profit mindset

The purpose of employee orientation is

• reduce costs, reduce anxiety, reduce employee raises

• reduce costs, reduce anxiety, reduce employee turnover and save time for co-workers

• increase costs, increase employee turnover

• develop realistic expectations

Why should employees act as if customers are their employers?

• customers own the business

• without customers there are no sales

• customer pay salaries

• customers may work there one day

To demonstrate customer service mindset, employees must believe that customers deserve

• advice

• your time

• good deals

• your undivided attention

Emphasizing customer service can help a business to be more

• innovative

• objective

• possessive

• competitive

What staff are responsible for displaying a customer-service mindset?

• management

• first line workers

• all staff

• customer service department

When talking with a customer it is important to find what the customer

• needs and wants

• makes for a living

• drives

• owns

In addition to smiling, employees can gauge in appropriate non-verbal communication with customers by

• shrugging shoulders

• using names

• making eye contact

• using clear, concise language

What can you do to project to customers that they are important to business?

• stare at them while they speak

• use their names in conversation

• speak loudly

• request a supervisor

Why should you restate customer complaints?

• to apologize for any inconvience

• to show that you fully understand the problem

• to decide how it can be resolved

• to thank them