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WorksheetsBusiness Management Unit 6 (Odd)
Total questions: 20
Worksheet time: 10mins
Which of the following types of information does a company need customer input to obtain?
Amount of money spent
Suggestions for new products
A business manager who wants to uncover all of the hidden aspects of a problem in order to find a solution might use the ______________technique.
What if...
Who-said
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.
implement a comprehensive customer privacy policy.
To control various business activities in an effective manner, managers must first
set appropriate standards.
request employee feedback.
An important reason for having business policies is that policies
help employees to make consistent decisions.
even out the workload for employees.
By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's
routine
image
The first step in handling customer complaints is to
ask the customer to be brief.
let the customer explain the problem.
When customers have low involvement with a product, and there is little difference among brands, what type of buying behavior are they exhibiting?
Habitual
Variety
To handle customer inquiries about specific products in a large business, the sales staff should
know the location of products within the business.
know why products are not carried by the business.
Employees usually are able to provide good customer service by considering the customers'
habits
needs
Emphasizing customer service can help a business to be
competitive
innovative
An effective marketing-information management function enables marketers to
create demand for a good or service.
determine what products customers want.
What are the three primary characteristics of an effective control system in a business?
Responsive, flexible, and transferable
Suitable, understandable, and timely
Which of the following statements is true about customer relationship management (CRM)?
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.
Which of the following is a factor that affects a business's selection of policies to guide its operations?
The nature of the business
The communication skills of employees
Which of the following is an example of a business performing the marketing function of promotion?
Developing attractive displays
Processing recent shipments
"I buy only the most expensive brands" is a statement that characterizes the ________________ customer.
domineering/superior
slow/methodical
What do most creative ideas need in order to come into being?
Period of incubation
Limited amount of cooperation
Businesspeople who fail to adapt their communication styles to appeal to their international clients are more likely to
offend the clients.
persuade the clients to buy.
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
physical safety.
online security.
