OCS BE Exam Review

Tayshaun acts with honesty in all situations. He is demonstrating:

• A. accountability.

• B. integrity.

• C. respect.

• D. viability.

A large retailer wants to contribute to the well-being of society. It donates 10% of its proceeds to a charity that helps the environment. The retailer is demonstrating:

• A. e-tailing.

• B. wholesaling.

• C. social responsibility.

• D. voluntary merchandise.

The two main divisions of the trade industry are:

• A. producers and retailers.

• B. wholesalers and retailers.

• C. wholesalers and producers.

• D. manufacturers and wholesalers.

All businesses should be socially responsible to whom?

• A. endorsers

• B. producers

• C. providers

• D. users

Which is a true statement about making promises to customers?

• A. It is better to over-deliver.

• B. It is better to over-promise.

• C. Customers do not remember broken promises.

• D. Businesses should not make promises to customers.

What is the primary reason customers give for not returning to a business?

• A. lack of available parking

• B. lack of advertised merchandise

• C. lack of courtesy from salespeople

• D. lack of customer-service personnel

When should customer relations skills, such as courtesy and friendliness, be emphasized during a business's activities?

• A. during facilities design

• B. during the hiring process

• C. during marketing research

• D. during technology planning

When someone says that a business has good internal relations, this means the business has which?

• A. strong managers

• B. happy employees

• C. business partners

• D. satisfied customers

How are salespeople who practice good customer relations primarily benefiting a business?

• A. They are promoting poor service.

• B. They are developing repeat customers.

• C. They are preventing customer objections.

• D. They are segmenting the business's market.

Jordan owns a successful landscaping business. Landscaping is an example of a/an:

• A. input.

• B. inventory.

• C. output.

• D. service.