WorksheetsBusiness Management 1 - Standard 3.00 Part 1
Total questions: 24
Worksheet time: 24mins
Which of the following statements is true about customer relationship management (CRM)?
Organizational culture has little effect on a customer's experiences with a business
A primary goal of CRM is to maximize the long-term value of customer relationships
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
In the modern business wold, a growing number of interactions between businesses and customers are taking place:
Through the mail
Over the phone
On the internet
In stores
Which of the following types of information does a company need customer input to obtain
Types of products purchased
Suggestions for new products
Amount of money spent
Dates of store visits
What is an important aspect of a customer-centric business?
Reducing the number of touch points with customers
Aligning business activities with customer needs
Limiting the employees decision making
Being satisfied with the status quota
One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:
Maintain detailed information about customers transactions
Sell its customer list to third parties without permission
Send daily opt-in e-mail messages to customers
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 :
Online security
Product tampering
Physical safely
Calculation errors
An important aspect of using technology in customer relationship management involves:
Allowing employees to have complete access to customer information
Posting customer information on the business's web site
Updating customer information in the computer database
Providing customers with excessive product information
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?
Sales force automation technology
Matching Engine Technology
Campaign Management Software
Personalization 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?
Wireless
Dial up
Traditional
Global Positioning
How does having a customer -service mindset benefit a business's employees?
It helps the business achieve its profit goals
It creates a competitive work environment
It helps employees advance in their careers
It increases the employees efficiency levels
As employees go about their daily activities, their actions should be driven by whether the actions will:
Be witnessed by customers
Result in customer satisfaction
Result in additional sales
Bring them personal fulfillment
An irate business customer yells at you because of billing error. What should you do to demonstrate a customer-service mindset in the following situation?
Make sure the mistake is corrected
Get as upset as the customer
Call the customer's supervisor to complain
Blame the billing department
What should employees do to maintain a customer-service mindset?
Maximize conversations with coworkers
Listen to the words of soothing songs
Decide how to spend their break time
Devote their full attention to customers
The direct benefit that a business receives when its salespeople can answer customers inquires is that :
Well-informed salespeople develop confidence in themselves
Customers like knowledge 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 hours is the business open?
What type of credit does the business offer?
What is the business's return policy?
Employees who are in contract with customers can reinforce the company's service orientation by dressing professionally and:
Referring customer complaints to others
Using consensus-building skills
Offering deep discounts to loyal customers
Maintaining a positive attitude
Emphasizing customer service can help a business to be:
Possessive
Innovative
Competitive
Objective
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:
Active listening
Nonverbal Communication
Idle Conversation
Creative thinking
One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:
Vast personal knowledge
Effective pricing plans
Good training methods
Positive body language
Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:
Treat customers differently
Give personal favors
Offer special privileges
Treat customers fairly
Businesses develop policies to help employees deal with customers the same way in similar situations so that employees will:
Treat customers differently
Give personal favors
Offer special privileges
Treat customers fairly
What is one of the purposes of having business policies?
To encourage customers to make frequent exchanges
To endure that the business makes a profit
To make sure the business's actions are consistent
To allow employees to make consistent decisions
An important reason for having business policies is that policies:
Are the responsibility of management
Even out the workload for employees
Provide employees with satisfaction
Help employees to make consistent decisions
Which of the following is a factor that affects a business's selection of policies to guide its operations?
The space available to display policies
The nature of the business
The communication skills of employees
The personal preferences of management
