Customer Relations

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

• Additional stress

• More competition

• Repeat business

• Increased training

Employees can demonstrate their customer-service mindset by using good

• business activities.

• promotional plans.

• telephone techniques.

• marketing strategies.

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

• Telling customers they are misinformed

• Offering to find information for customers

• Agreeing that customers are always right

• Selecting certain customers to help

Which of the following is an example of a customer inquiry about a product that an employee might need

product knowledge in order to handle

• "Is it designed to last?"

• "Is financing available?"

• "Is delivery included?"

• "Is there a return policy?"

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

• use humor to ease tension and make everyone more comfortable.

• take the opportunity to tell the other person how you do things in your culture.

• research the culture and history of the people with whom you're doing business.

• always speak English, since it's considered the international language of business.

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

convenient for them?

• Flexible

• Employee

• Product

• Service

Salespeople sometimes have difficulty meeting the needs of customers who are

• agreeable.

• silent.

• decisive.

• patient.

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

buy?

• By using high-pressure selling techniques

• By identifying the customer's real needs

• By approaching customers as soon as possible

• By advising the customer from personal experience

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

• tagline.

• brand promise.

• vision.

• mission statement.

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

• delegating work tasks.

• giving vague answers.

• providing efficient follow-up.

• complimenting the customer.