EOPA 51-75

What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back?

• Tell the customers exactly when they will be called
• Ask the customers when it would be convenient to call them
• Explain how much effort will be required to get the requested information
• Ask the customers to call back if they don't receive a call within 24 hours

What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do?

• Offend the clients
• Earn the clients' trust
• Impress the clients
• Persuade the clients to buy

What should help businesspeople adapt their communication styles to appeal to clients from other cultures?

• Being respectful, indifferent, and honest
• Being confident, biased, and manipulative
• Being sensitive, transparent, and demanding
• Being patient, flexible, and empathetic

What is a factor that affects a business's selection of policies to guide its operations?

• Communication skills of employees
• Personal preferences of management
• Nature of the business
• Space available to display policies

What is one of the purposes of having business policies?

• To encourage customers to make frequent exchanges
• To make sure the business's actions are consistent
• To ensure that the business makes a profit
• To allow employees to make decisions regarding customers

What should salespeople do when they must cope with customers who are being disagreeable?

• Speed up the sale to minimize opportunity for disagreement
• Use product knowledge to prove they are wrong
• Listen patiently and try to stay calm
• Ask them to come back when they are ready to buy

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."

• Disagreeable
• Suspicious
• Slow/Methodical
• Dishonest

What is a cost associated with customer complaints?

• Markups on inventory
• Additional advertising
• Higher commissions
• Loss of sales

Which of the following would be the most likely cause of customer complaints:

• Institutional ads
• Product quality
• Extended hours
• Price reductions

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

• Thank the customer.
• Explain company policy.
• Take immediate action.
• Restate the complaint.