3.03 Demonstrate a customer-service mindset.

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

• increased costs.

• reduced complaints.

• decreased employee morale.

• rapid employee turnover.

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

• staff management

• those with direct customer contact

• those with unintentional customer contact

• all staff

Employees can usually provide good customer service by considering the customers':

• appearance.

• habits.

• needs.

• wages.

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

• maintaining a positive attitude.

• using consensus-building skills.

• referring customer complaints to others.

• offering deep discounts to loyal customers.

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with

• effective pricing plans.

• good training methods.

• positive body language.

• vast personal knowledge.

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

• What time does the business open?

• What is the business’s return policy?

• What type of credit does the business offer?

• What type of merchandise does the business carry?

Businesses with customer-service mindsets are usually able to:

• achieve their goals.

• satisfy their vendors.

• hire more employees.

• reduce their expenses.

Emphasizing customer service can help a business be:

• competitive.

• innovative.

• objective.

• possessive.

Which is a factor that affects a business’s selection of policies to guide its operations?

• the nature of the business

• the space available to display policies

• the communication skills of employees

• the personal preferences of management

To demonstrate a customer-service mindset, employees must believe that customers deserve their

• personal opinions.

• unsolicited advice.

• complete attention.

• limited information.