Unit 3 EOC review

It is easier for employees to develop positive customer/client relations if employees understand that each customer is

• like most others

• a unique individual

• a possible problem

• in a hurry

The primary reason that business benefits when salespeople practice good customer relations is that it

• prevents customers objections

• promotes quality service

• segments that business's market

• develops repeat customers

The human relations element that contributes to success in business is

• establishing good customer/client relations

• offering a wide variety of merchandise

• having an easy return policy

• offering high-quality goods at low prices

What is a factor that affects a business's relations with its customers?

• Attitude

• Location of suppliers

• Behavior of competitors

• Condition of associates

A business should strive to build and maintain positive relationships with customer/clients because the quality of these relationships

• influences benefits

• creates motives

• affects sales

• stimulates quotas

Which management function is described in the following situation: Christy Chen determines the type of workers she needs, locates qualified applicants, selects those to be hired, and assigns the new hires to a work area

• Directing

• Controlling

• Planning

• Staffing

Which management function is described in the following situation: James Crane has created a team atmosphere among the members of his sales department. When the team exceeded their monthly sales goal, James rewarded them with a celebratory dinner out and a 5% bonus.

• Organizing

• Directing

• Controlling

• Planning

A manager evaluates the production output of a department by checking it against the production goals for that time period. This is an example of the _____function of management.

• Planning

• Directing

• Controlling

• Organizing

A manager who helps an employee count the money in a cash drawer and prepare a bank deposit is demonstrating

• technical skills

• natural talent

• creativity

• aggressive behavior

What must manager be able to do if they want employees to understand the business's goals and be productive?

• Listen carefully

• Communicate clearly

• Ask questions

• Obtain feedback