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WorksheetsBusiness Management I (3.03) 2019 LAP
Total questions: 25
Worksheet time: 25mins
A customer-service mindset means that a business considers providing excellent customer
service to be
moderately important.
necessary in certain cases.
a top priority.
its only objective.
Businesses with customer-service mindsets are usually able to
achieve their goals.
reduce their expenses.
hire more employees.
satisfy their vendors.
Why should employees act as if customers are their employers?
Customers own the business.
Employees would not have jobs if there were no customers.
Customers pay employees’ bonuses.
Employees might work for the customers in the future.
To demonstrate a customer-service mindset, employees must believe that customers deserve their
unsolicited advice.
limited information.
complete attention.
personal opinions.
Customers have the right to expect employees to be
self-serving.
open-minded.
goal-oriented.
well-informed.
Emphasizing customer service can help a business to be more
innovative
competitive
objective
possessive
Which of the following is a potential benefit for a business that demonstrates a customer-service mindset:
More publicity
Increased assets
Longer season
Greater profits
Businesses whose employees demonstrate a customer-service mindset often benefit from
rapid employee turnover.
increased costs.
reduced complaints.
decreased employee morale.
Demonstrating a customer-service mindset benefits employees by supporting their
careers.
need to be recognized.
competitiveness.
efficiency at work.
What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?
A promotion
An expense account
A thank-you
A compliment
The best time to demonstrate a customer-service mindset is
in the morning.
any time.
when dealing directly with customers.
when customers first walk in.
What staff are responsible for displaying a customer-service mindset?
All staff
Those with direct customer contact
Management
Those with indirect customer contact
Employees can demonstrate their customer-service mindset by using good
marketing strategies.
promotional plans.
phone skills.
business activities.
Which of the following is an opportunity for employees to demonstrate a customer-service mindset:
When buying products
When talking to friends about their jobs
When attending the company picnic
When greeting customers in person
Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer-service mindset when interacting with customers
through the mail.
through newspaper advertising.
online.
at outlet stores.
What do employees often obtain by solving customers’ problems quickly and satisfactorily?
Repeat business
Individual priority
Personal service
Pleasant experience
Demonstrating a customer-service mindset primarily involves considering customers’
wages
habits
appearance
needs
Which of the following will most likely result in quality customer service:
Letting other employees know you made a mistake
Double-checking the accuracy of your work
Asking your supervisor to resolve problems
Taking initiative to do your work
One way that employees can provide efficient, quick service to customers is by being
forceful
organized
detached
aggressive
Using a pleasant tone of voice with customers is especially important when
trying to sell a new product.
the customer is in a good mood.
delivering bad news.
the employee is being observed by a supervisor.
In addition to smiling, employees can engage in appropriate nonverbal communication with customers by
shrugging their shoulders.
using clear, concise language.
using customers’ names.
making eye contact.
What can you do to project to customers that they are important to the business?
Use customer names in conversations.
Stare at customers so they know you are listening.
Speak loudly so that customers can easily hear your responses.
Request a supervisor’s assistance in resolving problems.
Which of the following is a way that employees can prepare to answer customers’ questions:
Use facial expressions to indicate interest.
Give customers a chance to express themselves fully.
Find out what they need to know to do their jobs well.
Make eye contact when talking with customers.
Why should you restate customer complaints?
To apologize for any inconvenience
To show that you fully understand the problem
To decide how the problem can be resolved
To thank customers for their business
A customer telephoned to complain that a promised shipment had not arrived and to find out what happened. You say you will check and call back. How can you show a customer-service mindset?
By helping to organize the warehouse
By following up to see if the customer is satisfied with your company’s service
By calling back as soon as possible with an answer
By talking about the problem with coworkers
