Business Management I Unit 3.05 - 3.08

Which causes the greatest number of cultural sensitivity issues?

• globalization
• communication
• relationships to time and space
• level of comfort with uncertainty

Businesspeople from one country need to be aware of the cultural differences of businesspeople from other parts of the world to avoid:

• meeting face-to-face.
• being insulting or rude.
• asking important questions.
• discussing personal finances.

Which is an example of a cultural characteristic that would have an impact on businesses trading with certain foreign countries?

• type of climate
• role of females
• source of income
• variety of industry

A way to show respect for foreign clients’ cultural and social differences is to:

• embrace cultural stereotypes.
• use slang and idioms frequently.
• pronounce their names correctly.
• always speak in one’s native language.

Businesspeople who fail to adapt their communication styles to appeal to their international clients are most likely to:

• offend the clients.
• impress the clients.
• betray the clients’ trust.
• persuade the clients to buy.

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

• ensure the error is corrected
• blame the billing department
• become as upset as the customer
• complain about the customer’s attitude.

Which would most likely be the cause of customer complaints?

• product quality
• extended hours
• price reductions
• institutional ads

What is a cost associated with customer complaints?

• loss of sales
• higher commissions
• additional advertising
• markups on inventory

What should one do to determine whether a customer’s complaint is justified?

• ask a supervisor
• restate the complaint
• take immediate action
• investigate the problem

Which are the three major areas of customer complaints?

• product, personnel, and the business
• labeling, faulty design, and mispricing
• improper decisions, oversight, and service
• poor service, inaccurate forms, and rudeness