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WorksheetsBusiness Management I Standard 3.00 Review (v.2019)
Total questions: 50
Worksheet time: 50mins
Which of the following statements is true about customer relationship management (CRM)?
A business has implemented a CRM program if it is providing good customer service.
Price is the most important factor in building a long-term buyer/seller relationship.
A primary goal of CRM is to maximize the long-term value of customer relationships.
Organizational culture has little effect on a customer's experiences with a business.
In the modern business world, a growing number of interactions between businesses and customers are taking place:
through the mail.
over the phone.
in stores.
on the Internet.
Which of the following types of information does a company need customer input to obtain?
Dates of store visits
Suggestions for new products
Types of products purchased
Amount of money spent
What is an important aspect of a customer-centric business?
Limiting the employees' decision making
Aligning business activities with customer needs
Being satisfied with the status quo
Reducing the number of touch points with customers
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:
send daily opt-in e-mail messages to customers.
maintain detailed information about customers' transactions.
sell its customer list to third parties without permission.
implement a comprehensive customer privacy policy.
Kemper Corporation continuously updates the firewalls on its web site to protect its customers' personal information from theft. Kemper's action helps build trust with its customers in relation to:
calculation errors.
physical safety.
product tampering.
online security.
An important aspect of using technology in customer relationship management involves:
providing customers with excessive product information.
posting customer information on the business's web site.
allowing employees to have complete access to customer information.
updating customer information in the computer database.
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
Campaign management software
Sales force automation technology
Matching engine technology
The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?
Dial up
Traditional
Global positioning
Wireless
How does having a customer-service mindset benefit a business's employees?
It increases the employees' efficiency levels.
It helps the business achieve its profit goals.
It creates a competitive work environment
It helps employees advance in their careers.
As employees go about their daily activities, their actions should be driven by whether the actions will:
be witnessed by customers.
result in additional sales.
bring them personal fulfillment.
result in customer satisfaction.
An irate business customer yells at you because of a billing error. What should you do to demonstrate a customer-service mindset in the following situation?
Make sure the mistake is corrected.
Blame the billing department.
Get as upset as the customer.
Call the customer's supervisor to complain.
What should employees do to maintain a customer-service mindset?
Listen to the words of soothing songs.
Maximize conversations with coworkers.
Devote their full attention to customers.
Decide how to spend their break time.
The direct benefit that a business receives when its salespeople can answer customers' inquiries is that:
well-informed salespeople develop confidence in themselves.
customers like knowledgeable salespeople.
customers get the information they want.
knowledgeable salespeople are more likely to make sales.
Salespeople who are well informed about the brands, sizes, and styles of goods that the business offers can easily answer which of the following customer questions?
What merchandise is carried by the business?
What is the business's return policy?
What type of credit does the business offer?
What hours is the business open?
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.
referring customer complaints to others.
using consensus-building skills.
Emphasizing customer service can help a business to be:
competitive.
innovative.
objective.
possessive.
When Andrew helps Mrs. Green select a product, he summarizes Mrs. Green’s request in his own words to clarify his understanding. Andrew is engaging in:
creative thinking.
nonverbal communication.
active listening.
idle conversation.
One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:
vast personal knowledge.
positive body language.
good training methods.
effective pricing plans
Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:
give personal favors.
treat customers differently.
treat customers fairly.
offer special privileges.
What is a factor that affects a business's selection of policies to guide its operations?
Communication skills of employees.
Personal preferences of management.
Nature of the business.
Space available to display policies.
What is one of the purposes of having business policies?
To encourage customers to make frequent exchanges.
To make sure the business's actions are consistent.
To ensure that the business makes a profit.
To allow employees to make decisions regarding customers
An important reason for having business policies is that policies:
are the responsibility of management.
help employees to make consistent decisions.
provide employees with satisfaction.
even out the workload for employees.
Which of the following is a factor that affects a business's selection of policies to guide its operations?
The communication skills of employees.
The personal preferences of management.
The nature of the business.
The space available to display policies.
By accurately explaining the company’s policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company’s:
goals.
routine.
image.
rules.
Which is a factor that affects a business’s selection of policies to guide its operations?
The communication skills of employees.
The personal preferences of management.
The nature of the business.
The space available to display policies.
One way to show respect for foreign clients' cultural and social differences is to:
use slang and idioms frequently.
pronounce their names correctly.
always speak in your native language.
embrace cultural stereotypes.
What are business people who fail to adapt their communication styles to appeal to their international clients likely to do?
Offend the clients
Earn the clients' trust
Impress the clients
Persuade the clients to buy
What should help business people adapt their communication styles to appeal to clients from other cultures?
Being respectful, indifferent, and honest.
Being confident, biased, and manipulative.
Being sensitive, transparent, and demanding.
Being patient, flexible, and empathetic.
Tom is meeting with a wealthy entrepreneur from Argentina in a few weeks. Tom admits that he does not know much about Argentina’s culture and customs. What advice would best help Tom prepare for his meeting?
Learn about Argentina’s culture from reputable sources and adapt his communication style so that he doesn’t do something that will offend the client.
Take an online course to learn French so Tom can fluently communicate with the client in his/her native language.
Require the client to hire an interpreter to attend the meeting because this will reduce the risk of miscommunication.
Tell Tom not to worry about language barriers and social differences because most Argentinians are familiar with the American customs.
What should salespeople do when they must cope with customers who are being disagreeable?
Speed up the sale to minimize opportunity for disagreement.
Use product knowledge to prove they are wrong.
Listen patiently and try to stay calm.
Ask them to come back when they are ready to buy.
What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."?
Disagreeable
Suspicious
Slow/Methodical
Dishonest
Customers who seem to disagree, question, or look for error in almost everything and everybody are __________ customers.
dishonest
domineering
insulting
argumentative
What kind of customer would ask "If I buy this product, how can I be sure it will do what you say it will"?
Suspicious
Eager
Slow/Methodical
Domineering/Superior
What is a cost associated with customer complaints?
Markups on inventory
Additional advertising
Higher commissions
Loss of sales
Which of the following would be the most likely cause of customer complaints?
Institutional ads
Product quality
Extended hours
Price reductions
What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?
Thank the customer.
Take immediate action.
Explain company policy.
Restate the complaint.
Are non-complainers a more difficult problem for businesses than complainers?
Yes, because records of the complaints cannot be maintained.
Yes, because the salesperson does not have an opportunity to handle the complaint.
No, because non-complainers do not express ill feelings.
No, because the salesperson can satisfy the non-complainer within company guidelines
Which of the following are the three major areas of customer complaints?
Poor service, inaccurate forms, and rudeness.
Improper decisions, oversight, and service.
Labeling, faulty design, and mispricing.
Product, personnel, and the business.
Salespeople sometimes have difficulty meeting the needs of customers who:
ask for the salesperson's opinion.
voice their opinions in a loud manner.
feel empathy for salespeople.
know exactly what they want.
What should you do to determine whether a customer's complaint is justified?
Restate the complaint
Investigate the problem
Take immediate action
Ask a supervisor
The first step in handling customer complaints is to:
ask the customer to be brief.
call the manager for assistance.
let the customer explain the problem.
make a record of all the facts.
A customer asks a salesperson about a specific advertisement in last Sunday's newspaper. Which of the following would help the salesperson to assist the customer?
Knowledge of the store's policies.
Knowledge of the store's promotional budget.
Knowledge of the products being promoted.
Knowledge of the customer's preferences.
When a business is successful in carrying out its brand promise, it provides its customers with?
Above-average product quality.
Consistent experiences.
A variety of messages.
A single touch point.
The most important factor in carrying out brand promise is:
brand personality.
business environment.
corporate culture.
employees.
When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
Making a brand promise.
Developing a campaign platform.
Stating industry policies.
Establishing product position.
What will probably happen to a business if it continuously fails to deliver on its brand promise?
Lose credibility
Improve sales volume
Increase market share
Decrease liability
Which is an example of an employee reinforcing a firm’s image through his/her job performance?
Susan advises her customer that the sofa is only available by special order.
Jack politely asks if his customer would like a beverage while she/he waits for car service.
A customer waits on the telephone for several minutes while Matt confirms shipping information.
Angela, a human resources manager, prepares the firm’s employee newsletter every month.
If a company continuously fails to deliver on its brand promise, it will probably:
decrease liability.
improve sales volume.
increase market share.
lose credibility.
A business’s brand promise is what the business intends to:
name its product.
sell to the target market.
provide the customer.
use as a trademark.
