2.02 Questions and Answers

1. 2.02 Questions and Answers

2. What should you do to demonstrate a customer-service mindset in the following situation: A loyal customer states in a calm tone that she was charged incorrectly for several sales items? A:make sure the mistake is corrected B:blame the billing department C:get as upset as the customer D:call the persons’s supervisor to complain about the customer’s attitude

3. What should you do to demonstrate a customer-service mindset in the following situation: A loyal customer states in a calm tone that she was charged incorrectly for several sales items? A:make sure the mistake is corrected B:blame the billing department C:get as upset as the customer D:call the persons’s supervisor to complain about the customer’s attitude

4. What should you do to demonstrate a customer-service mind set in the following situation:an irate business customer yells at you because of a billing error? A:make sure the mistake is corrected B;blame the billing department C:get as upset as the customer D:call the persons supervisor to complain about the customers attitude

5. What should you do to demonstrate a customer-service mind set in the following situation:an irate business customer yells at you because of a billing error? A;make sure the mistake is corrected B;blame the billing department C:get as upset as the customer D:call the persons supervisor to complain about the customers attitude The customer wants you to resolve the problem. To do this you must find the solution s to and correct the mistake without getting as upset as the customer, being defensive or placing the blame.

6. What should employees do to maintain a customers-servicemindset? A:listen to the words of soothing songs B:devote their full attention to customers C:maximize conversation with coworkers D;decide how to spend their break time

7. What should employees do to maintain a customers-servicemindset? A:listen to the words of soothing songs B:devote their full attention to customers C:maximize conversation with coworkers D;decide how to spend their break time Maintaining a customers-service mindset requires employees to set their minds on customers

8. How do service-oriented companies often improve their levels of service? A :by evaluating internal product development procedures B: by requesting input through employee and customer surveys C: by providing customers with product testimonials D: by conducting a feasibility analysis for company expansion

9. How do service-oriented companies often improve their levels of service? A :by evaluating internal product development procedures B: by requesting input through employee and customer surveys C: by providing customers with product testimonials D: by conducting a feasibility analysis for company expansion By requesting input through employee and customer surveys. Service oriented companies are generally committed to providing exceptional service levels requesting feedback from employees and customers and customers regarding service levels is one is one way business can evaluate and improve service.

10. What is one of the benefits to a business of reinforcing service orientation through communication? A: promotes the sale of new products B: builds positive relationships with customers C: rewards customers for their support D: encourages employees to be aggressive

11. What is one of the benefits to a business of reinforcing service orientation through communication? A: promotes the sale of new products B: builds positive relationships with customers C: rewards customers for their support D: encourages employees to be aggressive Builds positive relationships with customers. A service orientation is the business philosophy of providing quality service. One way to do this is to communicate effectively with customers so they trust they business. The benefit of creating trust by providing accurate and credible information is that it tends to build positive relationships with customers

12. What is a guideline for employees to follow in handling customer inquiries A: spend as little time as possible answering customers’ inquiries B: try to make a sale while you’re answering each inquiry C: don’t try to handle inquires when you are busy with a sale D: make sure you clearly understand customers inquiries

13. What is a guideline for employees to follow in handling customer inquiries A: spend as little time as possible answering customers’ inquiries B: try to make a sale while you’re answering each inquiry C: don’t try to handle inquires when you are busy with a sale D: make sure you clearly understand customers inquiries Make sure you clearly understand the customers inquiries. Customers’ inquiries are not always phrased in such a way that employees cab easily determine what customers want to know.

14. A customer asked you several questions about the new expandable notebooks. So that you address the customer’s questions correctly, what should we do? A: spend as little time as possible answering customers inquires B: try to make a sale while you’re answering each inquiry C: don’t try to handle inquiries when you are busy with a sale D: make sure you clearly understand customers’ inquiries

15. A customer asked you several questions about the new expandable notebooks. So that you address the customer’s questions correctly, what should we do? A: spend as little time as possible answering customers inquires B: try to make a sale while you’re answering each inquiry C: don’t try to handle inquiries when you are busy with a sale D: make sure you clearly understand customers’ inquiries

16. What is a bussinesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back A:tell the customers exactly when they will be called B:ask the customers when it would be convenient to call them C:explain how much effort will be required to get the requested information D:ask the customers to call back if they don’t receive a call within 24 hours

17. What is a bussinesslike way for employees to handle a situation in which they must obtain information requested by customers and call the customers back A:tell the customers exactly when they will be called B:ask the customers when it would be convenient to call them C:explain how much effort will be required to get the requested information D:ask the customers to call back if they don’t receive a call within 24 hours When employees must gather information requested by customers and call them later, the employees should ask the customers when the customers would like to be called. The call should be scheduled to suit the customer’s convenience.

18. What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? A: offend the clients B: Earn the client’s trust C: Impress the clients D: Persuade the clients to buy

19. What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? A: offend the clients B: Earn the client’s trust C: Impress the clients D: Persuade the clients to buy Businesspeople should try to learn as much as they can about a client’s culture, customs, and social values. By understanding and being aware of cultural differences, businesspeople can adapt their communication styles to make a positive impression on their clients, earn their clients’ trust, and persuade their clients to buy.

20. What should help businesspeople adapt their communication styles to appeal to clients from other cultures? A: Being respectful, indifferent, and honest B: Being confident, biased, and manipulativeC: Being sensitive, transparent, and demanding D: Being patient, flexible, and empathetic

21. What should help businesspeople adapt their communication styles to appeal to clients from other cultures? A: Being respectful, indifferent, and honest B: Being confident, biased, and manipulativeC: Being sensitive, transparent, and demanding D: Being patient, flexible, and empathetic So that businesspeople don’t do something that will offend their clients, they should adapt their communication styles with clients from different cultures. To develop positive relationships with international clients, businesspeople should try to learn as much as they can about their clients’ cultures , customs, and social values.

22. What is a factor that affects a business’s selection of policies to guide its operations? A: Communication skills of employee B: Personal preferences of management C: Nature of the business D: Space available to display policies

23. What is a factor that affects a business’s selection of policies to guide its operations? A: Communication skills of employee B: Personal preferences of management C: Nature of the business D: Space available to display policies A business’s policies must be appropriate for the type of business. For example, a policy that might be appropriate for an investment business might be inappropriate for a hardware store.

24. What is one of the purposes of having business policies? A: To encourage customers to make frequent exchanges B: To make sure the business’s actions are consistent C: To ensure that the business makes a profit D: To allow employees to make decisions regarding customers

25. What is one of the purposes of having business policies? A: To encourage customers to make frequent exchanges B: To make sure the business’s actions are consistent C: To ensure that the business makes a profit D: To allow employees to make decisions regarding customers Business policies keep the day-to-day operations running smoothly and consistently. Policies ensure that employees will handle the same situations in the same manner, rather than making decisions regarding each customer.