BE Unit 3 Review

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

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

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

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

• Promise to give the customer a significant discount.

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

• They require planning and work.

• Only big companies can afford them.

• They completely depend on technology.

• They happen naturally.

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

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

• Ignoring objections

• Providing information

• Showing enthusiasm

• Offering services

Which of the following business trends affects HR management?

• Globalization

• Costs of business going down

• No restructuring

• Lack of new technology

Which of the following is a reason that the role of HR management is changing?

• There is greater diversity in the workforce.

• Business costs are going down.

• Employees place a greater emphasis on work over personal lives.

• The workforce is younger than ever.

Which of the following is an example of an employee-assistance program?

• Career and education planning

• Compensation

• Training on the use of dangerous power equipment

• Corrective action

Which of the following is a compliance issue?

• Minimum wage

• Conflict mediation

• Carpool organization

• Performance management

Which of the following workplace-related safety and health issues would most likely be

• Storage and disposal of chemicals

• Weight-management programs

• Smoking cessation support groups

• Health education information sessions

After a company’s training needs are determined, what is the next step in training and

• Determining what training resources are available

• Managing employee performances

• Keeping records for personnel files

• Dismissing employees who are not up to standard