BizE 3.03 Customer Service

What is the term for the values and ideals that an organization encourages among its employees?

• Customer loyalty

• Corporate culture

• Customer service

• Productivity

Which term describes polite behavior and good manners?

• Courtesy

• Patronage

• Proactive

• Touchpoints

What is the term for a customer's preference for a business, usually expressed in regular purchases?

• Customer relations

• Customer loyalty

• Internal customers

• Word-of-mouth promotion

What do we call all the activities a business engages in to interact with its customers?

• Customer service

• Customer relations

• Corporate culture

• Productivity

Which term refers to activities and benefits provided by a business to its customers to create goodwill and satisfaction?

• Customer service

• Customer-centric

• Patronage

• Proactive

What does it mean when a business is described as customer-centric?

• Focused on employee needs

• Focused on customer needs and wants

• Focused on increasing productivity

• Focused on internal processes

Who are considered internal customers in a business context?

• Regular customers

• Employees working cooperatively

• Suppliers

• Competitors

What is the term for loyalty to a particular business?

• Customer loyalty

• Patronage

• Courtesy

• Touchpoints

What does it mean to be proactive in a business environment?

• Reacting to problems

• Adapting to the environment in advance

• Ignoring opportunities

• Focusing on internal customers

What is productivity in a business context?

• The amount and value of goods and services produced from set resources

• The number of employees in a company

• The level of customer satisfaction

• The amount of sales generated