BM 1 Unit 3

Which would most likely be the cause of customer complaints?

• product quality

• extended hours

• price reductions

• institutional ads

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.

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

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

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

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

• those with unintentional customer contact

• those with direct customer contact

• staff management

• all staff

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

• appearance

• habits

• needs

• wages

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

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?

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