3.03 BE Accentuate the Positive

Which of the following would not help salespeople create positive customer/client relations:

• Ignoring objections

• Providing information

• Showing enthusiasm

• Offering services

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

• a possible problem.

• a unique individual.

• in a hurry.

• like most others.

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

• segments the business's market.

• prevents customer objections.

• develops repeat customers.

• promotes quality service.

The human relations element that contributes to success in business is

• offering high-quality goods at low prices.

• having an easy return policy.

• offering a wide variety of merchandise.

• establishing good customer/client relations.

What is a factor that affects a business's relations with its customers?

• Attitude of employees

• Location of suppliers

• Behavior of competitors

• Condition of associates

A business should strive to build and maintain positive relationships with customers/clients because the quality of these relationships

• creates motives.

• affects sales.

• stimulates quotas.

• influences benefits.

When employees strive to see things from the customer's viewpoint, it helps the business build positive customer/client relations because the employees are

• accommodating.

• resourceful.

• empathetic.

• knowledgeable.

What should you do if a customer is being difficult or demanding?

• Promise to give the customer a significant discount.

• Tell the customer that his/her attitude is inappropriate.

• Ignore him/her, and focus on another customer.

• Continue to treat him/her with courtesy and respect.

Which of the following is a true statement regarding positive customer relations:

• They happen naturally.

• They completely depend on technology.

• They require planning and work.

• Only big companies can afford them.

Aparna loved the service she received at a local boutique, so she told all of her family, friends, and coworkers about it. As a result, several of those people visited the shop. The store enjoyed a boost in sales because of

• corporate culture.

• etiquette.

• fierce competition.

• word-of-mouth promotion.