BM Unit 3: Final Exam Practice Part 2

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

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.

What is a cost associated with customer complaints?

• loss of sales

• higher commissions

• additional advertising

• markups on inventory

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.

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

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

The first step in handling customer complaints is to:

• tell the customer to be brief.

• call the manager for assistance.

• let the customer explain the problem.

• ask the customer to submit a written grievance.

A business’s brand promise is what the business intends to:

• name its product.

• use as a trademark.

• provide to the customer.

• sell to the target market.

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

“I buy only the most expensive brands” is a statement that characterizes which type of customer?

• disagreeable

• methodical

• superior

• suspicious