Module 4 Financial Planning

Front

Which would most likely be the cause of customer complaints? Options: product quality, extended hours, price reductions, institutional ads

Back

price reductions

Front

Salespeople who are well informed about the brands, sizes, and styles of goods that their business offers can easily answer which customer question? Options: "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?"

Back

What type of merchandise does the business carry?

Front

In the modern business world, a growing number of interactions between businesses and customers are taking place:

Back

over the Internet.

Front

Employees can usually provide good customer service by considering the customers’ needs.

Back

wages.

Front

Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. Kemper’s actions help build trust with its customers in relation to:

Back

physical safety.

Front

What staff are responsible for displaying a customer-service mindset? Options: those with unintentional customer contact, those with direct customer contact, staff management, all staff

Back

those with direct customer contact

Front

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

Back

maintain detailed information about customers’ transactions.

Front

If an irate customer yells because of a billing error, what should one do to demonstrate a customer-service mindset?

Back

ensure the error is corrected.

Front

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:

Back

positive body language.

Front

Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally and:

Back

using consensus-building skills.