Customer Svc 3.01 - 3.03

Salespeople who are well informed about the brands, sizes, and styles of goods that their business offers can easily answer which customer question?

• What type of merchandise does the business carry?

• What type of credit does the business offer?

• What time does the business open?

• What is the business’s return policy?

Businesses with customer-service mindsets are usually able to do what?

• hire more employees.

• reduce their expenses.

• satisfy their vendors.

• achieve their goals.

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to do what?

• Maintain detailed information about customers’ transactions.

• Sell its customer list to third parties without permission.

• Send daily opt-in e-mail messages to customers.

• Implement a comprehensive customer privacy policy.

Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally and

• maintaining a positive attitude

• offering deep discounts to loyal customers

• using consensus-building skills

• referring customer complaints to others

Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers?

• personalization technology

• matching engine technology

• campaign prediction software

• sales force automation technology

When employees can usually provide good customer service, they are considering the customers'?

• needs

• habits

• wages

• appearance

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

• A) those with unintentional customer contact

• B) all staff

• C) staff management

• D) those with direct customer contact

Which of the following is no longer a consideration in customers' buying decisions for many products?

• Quality

• Price

• Customer service

• Store location

What is one way for employees to demonstrate a service orientation to customers to reinforce verbal communication?

• effective pricing plans

• good training methods

• positive body language

• vast personal knowledge

Businesses whose employees demonstrate a customer-service mindset often benefit from

• increased costs

• reduced complaints

• decreased employee morale

• rapid employee turnover