Front

Which is an example of an employee reinforcing a firm's image through his/her job performance? Options: Susan advises her customer that the sofa is only available by special order. Jack politely asks if his customer would like a beverage while she waits for car service. A human resources manager prepares the company's employee newsletter every month. A client waits on the phone for several minutes while the salesperson confirms shipping information.

Back

Jack politely asks if his customer would like a beverage while she waits for car service.

Front

By accurately explaining the company's policies to customers, salespeople often are able to avoid misunderstandings with customers and improve the company's:

Back

image.

Front

A business's brand promise is what the business intends to:

Back

provide to the customer.

Front

What is a business doing when it publicly pledges to provide all its customers with quick, courteous service?

Back

making a brand promise

Front

One way of reinforcing a company's image through employee performance is by making sure employees have: thorough product knowledge.

Back

thorough product knowledge.

Front

What is the primary goal of a business when it makes a brand promise?

Back

To ensure customer satisfaction.

Front

How can employees contribute to maintaining a company's positive image?

Back

By providing excellent customer service.

Front

Which action demonstrates a company fulfilling its brand promise? Options: Launching a new advertising campaign., Expanding into new markets., Offering a money-back guarantee., Reducing product prices.

Back

Offering a money-back guarantee.

Front

What is a key factor in ensuring employees effectively represent a company's brand?

Back

Providing regular training sessions.

Front

How can a company ensure its brand promise is consistently delivered?

Back

By setting clear performance standards.