Module 3 Business Management

Which would most likely be the cause of customer complaints?

• product quality
• extended hours
• price reductions
• institutional ads

Salespeople who are well informed about the brands, sizes, and styles of goods that their business offers can easily answer which customer question?

• "What time does the business open?"
• "What is the business’s return policy?"
• "What type of credit does the business offer?"
• "What type of merchandise does the business carry?"

In the modern business world, a growing number of interactions between businesses and customers are taking place:

• in stores.
• on the phone.
• through the mail.
• over the Internet.

Employees can usually provide good customer service by considering the customers’:

• appearance.
• habits.
• needs.
• wages.

Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. Kemper’s actions help build trust with its customers in relation to:

• online security.
• physical safety.
• calculation errors.
• product tampering.

What staff are responsible for displaying a customer-service mindset?

• those with unintentional customer contact
• those with direct customer contact
• staff management
• all staff

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

• send daily opt-in e-mail messages to customers.
• implement a comprehensive customer privacy policy.
• sell its customer list to third parties without permission.
• maintain detailed information about customers’ transactions.

If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?

• ensure the error is corrected
• blame the billing department
• become as upset as the customer
• complain about the customer’s attitude.

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:

• effective pricing plans.
• good training methods.
• positive body language.
• vast personal knowledge.

Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally and:

• maintaining a positive attitude.
• using consensus-building skills.
• referring customer complaints to others.
• offering deep discounts to loyal customers.