Accentuate the Positive LAP Quiz

1. Which of the following would not help salespeople create positive customer/client relations:

• 1. Ignoring objections

• 1. Providing information

• 1. Showing enthusiasm

• 1. Offering services

1. It is easier for employees to develop positive customer/client relations if employees understand that each customer is

• 1. a possible problem.

• 1. a unique individual.

• 1. in a hurry.

• 1. like most others.

1. The primary reason the business benefits when salespeople practice good customer relations is that it

• 1. promotes quality service.

• 1. segments the business's market.

• 1. develops repeat customers.

• 1. prevents customer objections.

1. The human relations element that contributes to success in business is

• 1. having an easy return policy.

• 1. offering high-quality goods at low prices.

• 1. establishing good customer/client relations.

• 1. offering a wide variety of merchandise.

1. What is a factor that affects a business's relations with its customers?

• 1. Behavior of competitors

• 1. Condition of associates

• 1. Location of suppliers

• 1. Attitude of employees

1. A business should strive to build and maintain positive relationships with customers/clients because the quality of these relationships

• 1. influences benefits.

• 1. creates motives.

• 1. stimulates quotas.

• 1. affects sales.

1. When employees strive to see things from the customer's viewpoint, it helps the business build positive customer/client relations because the employees are

• 1. knowledgeable.

• 1. accommodating.

• 1. resourceful.

• 1. empathetic.

1. What should you do if a customer is being difficult or demanding?

• 1. Continue to treat him/her with courtesy and respect.

• 1. Ignore him/her, and focus on another customer.

• 1. Tell the customer that his/her attitude is inappropriate.

• 1. Promise to give the customer a significant discount.

1. Which of the following is a true statement regarding positive customer relations:

• 1. They completely depend on technology.

• 1. They happen naturally.

• 1. They require planning and work.

• 1. Only big companies can afford them.

1. Aparna loved the service she received at a local boutique, so she told all of her family, friends, and coworkers about it. As a result, several of those people visited the shop. The store enjoyed a boost in sales because of

• 1. corporate culture.

• 1. word-of-mouth promotion.

• 1. etiquette.

• 1. fierce competition.