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WorksheetsBusiness Management I (Objective 3.03)
Total questions: 8
Worksheet time: 4mins
Employees who are in contact with customers can reinforce the company’s
service orientation by dressing professionally and:
maintaining a positive attitude.
using consensus-building skills.
referring customer complaints to others.
offering deep discounts to loyal customers.
Salespeople who are well-informed about the brands, sizes, and styles of
goods that their business offers can easily answer which customer
question?
"What time does the business open?"
"What is the business's return policy?"
"What type of credit does the business offer?"
"What type of merchandise does the business carry?"
What staff are responsible for displaying a customer-service mindset?
those with unintentional customer contact
those with direct customer contact
staff management
all staff
One way for employees to demonstrate a service orientation to
customers is to reinforce verbal communication with:
effective pricing plans.
good training methods.
posititive body language.
vast personal knowledge.
Employees can usually provide good customer service by considering the
customers’:
appearance.
habits.
needs.
wages.
Businesses with customer-service mindsets are usually able to:
achieve their goals.
satisfy their vendors.
hire more employees.
reduce their expenses.
Which is a factor that affects a business’s selection of policies to guide
its operations?
the nature of the business
the space available to display policies
the communication skills of employees
the personal preferences of management
Emphasizing customer service can help a business be:
competitive.
innovative.
objective.
possessive.
