EOPA 51-75

Front

What is a businesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back? Options: Tell the customers exactly when they will be called, Ask the customers when it would be convenient to call them, Explain how much effort will be required to get the requested information, Ask the customers to call back if they don't receive a call within 24 hours

Back

Ask the customers when it would be convenient to call them

Front

What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do?

Back

Offend the clients

Front

What should help businesspeople adapt their communication styles to appeal to clients from other cultures? Options: Being respectful, indifferent, and honest, Being confident, biased, and manipulative, Being sensitive, transparent, and demanding, Being patient, flexible, and empathetic

Back

Being patient, flexible, and empathetic

Front

What is a factor that affects a business's selection of policies to guide its operations? Options: Communication skills of employees, Personal preferences of management, Nature of the business, Space available to display policies

Back

Nature of the business

Front

What is one of the purposes of having business policies?

Back

To make sure the business's actions are consistent.

Front

What should salespeople do when they must cope with customers who are being disagreeable?

Back

Listen patiently and try to stay calm.

Front

What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."

Back

Slow/Methodical

Front

What is a cost associated with customer complaints? Options: Markups on inventory, Additional advertising, Higher commissions, Loss of sales

Back

Loss of sales

Front

Which of the following would be the most likely cause of customer complaints: Institutional ads, Product quality, Extended hours, Price reductions

Back

Product quality

Front

What should you do to eliminate any misunderstandings that you or your customer might have concerning the customer's complaint?

Back

Restate the complaint.