Nature of Customer Relations

Technology aids positive customer relations because it gives customers

• reasons to buy products

• discounts on products

• greater access to the business

• more power than businesses

Building positive customer relations is one of the least expensive ways for a business to

• attract investors

• compete with other businesses

• manufacture goods

• offer employee bonuses

Which of the following statements best describes positive customer relations:

• A business listens to customer feedback.

• A business conducts 100 customer transactions per day.

• A business has no customer complaints.

• A business advertises to attract new customers.

A business recently mailed 20% discount coupons to all its loyal customers. Which technique for building positive customer relations does this illustrate?

• Be thankful

• Keep your promises

• Display courtesy

• Be helpful

Having positive customer relations means making customers

• more popular

• richer

• satisfied

• happy

Positive customer relations can boost productivity by

• avoiding wasted time and resources

• creating new manufacturing processes

• attracting new customers

• cutting down on equipment costs

To build positive customer relations, a business must be

• aggressive

• proactive

• profitable

• small

The most important factor in a business’s customer relations is its

• people

• business environment

• business processes

• technology

Businesses can encourage customer communication by

• offering incentives

• restricting business hours

• routing calls to an answering service

• advertising

Businesses use technology to build positive customer relations by

• calling customers at home

• placing pop-up advertisements on websites

• sending unsolicited emails

• creating targeted marketing campaigns