Business Management I - Goal 3

Which causes the greatest number of cultural sensitivity issues?

• level of comfort with uncertainty

• communication

• globalization

• relationships to time and space

What should one do to determine whether a customer's complaint is justified?

• restate the complaint

• ask a supervisor

• investigate the problem

• take immediate action

Which are the three major areas of customer complaints?

• labeling, faulty design, and mispricing

• product, personnel, and the business

• poor service, inaccurate forms, and rudeness

• improper decisions, oversight, and service

Businesses with customer-service mindsets are usually able to:

• achieve their goals

• hire more employees

• reduce their expenses

• satisfy their vendors

What is a business doing when it publicly pledges to provide all its customers with quick, courteous service?

• making a brand promise

• stating industry policies

• developing a campaign platform

• establishing a product position

After a sales call, Carlos inputted a summary of the discussion in the company's customer relationship management system. What aspect of customer relationship management is he using?

• automated

• operational

• collaborative

• developing

Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries?

• role of females

• source of income

• type of climate

• variety of industry

An important aspect of using technology in customer relationship management involves:

• posting customer information on the business's website.

• updating customer information in the computer database.

• allowing employees to have a complete access to customer information.

• providing customers with product information.

What government entity can prosecute individuals if they endorse a company's product online without disclosing that they work for that company?

• Federal Product Commission

• Federal Advertising Commission

• Federal Trade Commission

• Federal Product Commission

Why are some employers hesitant to vet a potential employee by looking at their social media?

• They dislike having applicants knowing their online profiles are being evaluated.

• They may find information that would disqualify the otherwise most qualified candidate.

• They want to avoid spending the time and money to search all possible sites.

• They want to avoid seeming to be discriminating based on demographic information they found online.