Unit 3 Review

Which is a trend in proper information management?

• Decreased competition

• Increased number of workers in an office

• Decreased number of electronic documents

• Increased compliance of laws and regulations

Answer explanation

Increased compliance with laws and regulations is a key trend in information management, as organizations must adhere to legal standards for data protection and privacy, ensuring better governance and risk management.

Which activity demonstrates information management?

• Hiring appropriate employees

• Researching customers’ needs

• Conducting employee evaluations

• Storing and retrieving employee payroll data

Answer explanation

Storing and retrieving employee payroll data is a clear example of information management, as it involves organizing, maintaining, and accessing important data efficiently.

Why is information management necessary for strategic information in a business?

• To write an annual report

• To make long-term decisions

• To create sales presentations

• To develop a short-term advertising campaign

Answer explanation

Information management is crucial for making long-term decisions as it ensures that relevant data is organized and accessible, enabling businesses to analyze trends, forecast future scenarios, and align strategies with their goals.

What is the main purpose of management?

• To obtain the needed resources

• To accomplish the business’s goals

• To reach a specific level of customer

• To create accurate financial statements

Answer explanation

The main purpose of management is to accomplish the business’s goals. This involves planning, organizing, leading, and controlling resources effectively to achieve desired outcomes.

How can positive customer relations boost productivity?

• By ensuring proper bookkeeping

• By cutting down on equipment costs

• By avoiding wasted time and resources

• By creating new manufacturing processes

Answer explanation

Positive customer relations enhance communication and trust, which helps avoid misunderstandings and inefficiencies. This leads to better resource management and reduced wasted time, ultimately boosting productivity.

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

• They are promoting poor service

• They are developing repeat customers

• They are preventing customer objections

• They are segmenting the business’s market

Answer explanation

Salespeople who practice good customer relations primarily benefit a business by developing repeat customers. Satisfied customers are more likely to return, leading to increased sales and loyalty.

What should employees understand about each customer in order to develop positive customer/client relations?

• The customer is in a hurry

• The customer is like most others

• The customer is a possible problem

• The customer is a unique individual

Answer explanation

Understanding that the customer is a unique individual helps employees tailor their approach, fostering positive relationships. Each customer has distinct needs and preferences, which enhances satisfaction and loyalty.

Which is a true statement about making promises to customers?

• It is better to over-deliver

• It is better to over-promise

• Customers do not remember broken promises

• Businesses should not make promises to customers

Answer explanation

It is better to over-deliver because exceeding customer expectations fosters trust and satisfaction. Over-promising can lead to disappointment, while broken promises can damage a business's reputation.

An office supply company provides discounts to teachers to make them feel important. The company is modeling which activity?

• Positive customer service

• Business planning

• Technology upgrade

• Communication skills

Answer explanation

The company offers discounts to teachers, which reflects a commitment to positive customer service by valuing and recognizing their contributions, making them feel important.

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

• During facilities design

• During the hiring process

• During marketing research

• During technology planning

Answer explanation

Customer relations skills like courtesy and friendliness should be emphasized during the hiring process to ensure that employees possess these essential traits, which are crucial for positive customer interactions.