Review Day 3

How does having a customer-service mindset benefit a business's employees?

• It increases the employees' efficiency levels.

• It helps the business achieve its profit goals.

• It creates a competitive work environment.

• It helps employees advance in their careers.

As employees go about their daily activities, their actions should be driven by whether the actions will

• result in customer satisfaction.

• bring them personal fulfillment.

• result in additional sales.

• be witnessed by customers.

A customer asks a salesperson about a specific advertisement in last Sunday's newspaper. Which of the following would help the salesperson to assist the customer:

• Knowledge of the store's policies

• Knowledge of the store's promotional budget

• Knowledge of the products being promoted

• Knowledge of the customer's preferences

One way to show respect for foreign clients' cultural and social differences is to

• use slang and idioms frequently.

• always speak in your native language.

• pronounce their names correctly.

• embrace cultural stereotypes.

Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will

• give personal favors.

• treat customers differently.

• treat customers fairly.

• offer special privileges.

Julie is a salesperson who's trying to develop rapport with her customers. When she meets a new customer, what's the first thing she should do?

• Give the customer a catalog that shows her company's products.

• Get down to business immediately and ask the customer about their budget shows her company's products.

• Make promises and tell the customer what they want to hear.

• Get the customer to relate to her by engaging in pleasant small talk.

What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?

• Suspicious

• Eager

• Slow/Methodical

• Domineering/Superior

The most important factor in carrying out brand promise is

• brand personality.

• business environment.

• corporate culture.

• employees.

One way a company can reinforce its image is by

• training its employees.

• developing a financial plan.

• conducting a competitive analysis.

• identifying economic resources.

What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error.

• Make sure the mistake is corrected.

• Blame the billing department.

• Get as upset as the customer.

• Call the customer's supervisor to complain.