MA 1.03 MK 019

A toy store tells parents that a certain toy will be in stock, but on the release date, it doesn’t have the toy available. What negative action is the store demonstrating?

• Not keeping promises

• Using high-pressure sales techniques

• Delivering low-quality goods and services

• Responding inappropriately to crises

Why is it a bad idea to use high-pressure sales techniques?

• Customers may feel dissatisfied after their purchases

• The technique rarely works

• It overwhelms customers with too much information

• Too much time is consumed

An energy company has misrepresented its financial status on its latest accounting reports. What negative action is the company demonstrating?

• Not keeping promises

• Responding inappropriately to crises

• Failing to provide what customers want

• Acting unethically

Businesses cannot create a __________ where none exists.

• service

• building

• need

• good

An on-site accident seriously injures a construction worker. When contacted by the press, the company refuses to comment. What negative action is the company demonstrating?

• Using high-pressure sales techniques

• Responding inappropriately to crises

• Failing to provide what customers want

• Not keeping promises

When customers have a negative experience with a business, they are likely to

• contact the owner or manager

• do nothing

• tell their family and friends about it

• give the business one more chance

Which of the following is a result that is likely to occur when companies take negative actions:

• High employee turnover

• Increased efficiency

• Excellent business reputation

• Bankruptcy

Chad is very happy with the haircut he received at a new barbershop. Chad is demonstrating customer

• behavior

• attitude

• loyalty

• satisfaction

You take your clothes to the same dry cleaner every time, even though there are many other dry cleaners in your area. You are demonstrating customer

• atitude

• loyalty

• satisfaction

• behavior

Positive and negative results can often be directly related to a company’s

• taxes

• name

• actions

• location