Business Essentials - 3.03 Nature of Customer Relations

Having positive customer relations means making customers

• satisfied.

• richer.

• more popular.

• happy.

Which of the following statements best describes positive customer relations:

• A business listens to customer feedback.

• A business has no customer complaints.

• A business conducts 100 customer transactions per day.

• A business advertises to attract new customers.

To build positive customer relations, a business must be

• aggressive.

• proactive.

• small.

• profitable.

Building positive customer relations is one of the least expensive ways for a business to

• attract investors.

• manufacture goods.

• offer employee bonuses.

• compete with other businesses.

Businesses strive to retain current customers because

• it’s less expensive than attracting new customers.

• current customers have fewer complaints.

• it’s too difficult to please new customers.

• new customers don’t spend enough money.

Businesses must keep in mind that word-of-mouth promotion can be

• inconsequential.

• avoided.

• negative.

• bought.

Positive customer relations can boost productivity by

• avoiding wasted time and resources.

• attracting new customers.

• cutting down on equipment costs.

• creating new manufacturing processes.

As an employee, you can help your company build positive customer relations by

• reporting customer feedback.

• identifying a target market.

• conducting market research.

• making strategic planning decisions.

A business’s tangible environment might include a

• courteous greeting.

• spirit of teamwork.

• friendly employee.

• comfortable waiting room.

Technology aids positive customer relations because it gives customers

• more power than businesses.

• greater access to the business.

• discounts on products.

• reasons to buy products.