Customer Relations Quiz

What is often the result of positive customer/client relations?

• Additional stress

• More competition

• Repeat business

• Increased training

Employees can demonstrate their customer-service mindset by using good

• business activities

• promotional plans

• telephone techniques

• marketing strategies

What is an example of an employee reinforcing a service orientation through communication?

• Telling customers they are misinformed

• Offering to find information for customers

• Agreeing that customers are always right

• Selecting certain customers to help

Which of the following is an example of a customer inquiry about a product that an employee might need product knowledge in order to handle:

• "Is it designed to last?"

• "Is financing available?"

• "Is delivery included?"

• "Is there a return policy?"

When doing business with clients from another culture, you should always be sure to

• use humor to ease tension and make everyone more comfortable

• take the opportunity to tell the other person how you do things in your culture

• research the culture and history of the people with whom you're doing business

• always speak English, since it's considered the international language of business

What type of business policy is designed to attract customers by making the purchasing experience more convenient for them?

• Flexible

• Employee

• Product

• Service

Salespeople sometimes have difficulty meeting the needs of customers who are

• agreeable

• silent

• decisive

• patient

How can the salesperson try to reduce the number of customer complaints about the products customers buy?

• By using high-pressure selling techniques

• By identifying the customer's real needs

• By approaching customers as soon as possible

• By advising the customer from personal experience