What is the first script should come out from our mouth when customer came in?

What is often the result of positive customer/client relations?

Employees can demonstrate their customer-service mindset by using good

What is an example of an employee reinforcing a service orientation through communication?

When doing business with clients from another culture, you should always be sure to

What type of business policy is designed to attract customers by making the purchasing experience more

convenient for them?

Salespeople sometimes have difficulty meeting the needs of customers who are

How can the salesperson try to reduce the number of customer complaints about the products customers

buy?

There are several auto repair shops in town, but Patricia's stands out. Her auto repair shop does great

work, but what really sets her shop apart is the customer service. Every customer is greeted by a friendly

employee, and s/he is given snacks and drinks while s/he waits for the repairs to be completed. The

great customer service that people can expect from Patricia's business is considered her

When Mr. Schwarz's order did not arrive at the expected time, he called Karl, the salesperson with whom

he had placed his order. Karl apologized for the delay and told Mr. Schwarz that he would check into the

issue. After Karl talked with the transportation company, he immediately called Mr. Schwarz to let him

know where the order was and when to expect delivery. Mr. Schwarz thanked Karl for getting back with

him so quickly. In this situation, Karl reinforced the company's image by

What are the functions of CRM?

Dissatisfied customers will share their dissatisfaction with others more than satisfied customers will share their satisfaction with others when it comes to resolving customer complaints.

There are no policies and laws governing what businesses can do with their consumer information.

CRM stands for what?

It is a strategy that companies use to manage interactions with customers and potential customers.

ROI stands for what?

You can build prospects and customer database through

The process of breaking large groups of customers into smaller, more homogeneous groups

The ways in which your company communicates and deals with existing customers

The act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech which is an important business communication skill.

being, relating to, or involving relations between persons

Clear Communication Skills include which of the following?

Which is NOT an example of using Positive Language?

_______ the ability to understand and share the feelings of another

Persuasive Speaking Skills are skills used to influence the public ideas and opinions.

Which is an example of using Self-Control in the work place?

The skills needed to keep a job for a length of time is known as _____

The ability to be able to adjust to new conditions in the work place is known as _____

Having the Ability to Admit You Don’t Have the Answer is NOT a needed customer relations skills

Rodney: Ma'am let me find someone who can locate that item for you

Which skill did Rodney indirectly use with the customer?

The capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset is known as ______

capable of being employed

Which of the following statements best describes positive customer relations:

To build positive customer relations, a business must be

Positive customer relations can boost productivity by

What is the term used whereby customers evaluate the benefits they derived from purchasing products?

It is the long-lasting cohesive association or affinity between customer and seller in order to achieve customer goodwill, patronage, and loyalty.

This comes after trial of the product/service?

The capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset is known as ______