Business Management I (Objective 3.07)

Which is an example of an employee reinforcing a firm's image through his/her job performance?

• Susan advises her customer that the sofa is only available by special order.

• Jack politely asks if his customer would like a beverage while she waits for car service.

• A human resources manager prepares the company's employee newsletter every month.

• A client waits on the phone for several minutes while the salesperson confirms shipping information.

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

• goals.

• image.

• routine.

• rules.

A business's brand promise is what the business intends to:

• name its product.

• use as a trademark.

• provide to the customer.

• sell to the target market.

What is a business doing when it publicly pledges to provide all its customers with quick, courteous service?

• stating industry policies

• making a brand promise

• establishing product position

• developing a campaign platform

One way of reinforcing a company's image through employee performance is by making sure employees have:

• thorough product knowledge.

• comfortable work environments.

• generous pay and benefit plans.

• full access to customer databases.