3.03 Business quiz Flashcards
Which of the following statements best describes positive customer relations
A business advertises to attract new customers.
A business conducts 100 customer transactions per day.
A business has no customer complaints.
A business listens to customer feedback.
A business listens to customer feedback.
Having positive customer relations means making customers
Happy.
more popular.
richer.
satisfied.
happy.
A business recently mailed 20% discount coupons to all its loyal customers. Which technique for building positive customer relations does this illustrate?
Be helpful.
Be thankful.
Display courtesy.
Keep your promises.
Be thankful.
To build positive customer relations, a business must be
proactive.
The best way for businesses to communicate with customers is to
give as much information as possible.
listen respectfully.
rent billboards on major highways.
send direct mail.
listen respectfully.
As an employee, you can help your company build positive customer relations by
conducting market research.
identifying a target market.
making strategic planning decisions.
reporting customer feedback.
reporting customer feedback.
Technology aids positive customer relations because it gives customers
discounts on products.
greater access to the business.
more power than businesses.
reasons to buy products.
greater access to the business.
Businesses use technology to build positive customer relations by
calling customers at home.
creating targeted marketing campaigns.
placing pop-up advertisements on websites.
sending unsolicited emails.
creating targeted marketing campaigns.
A business’s tangible environment might include a
comfortable waiting room.
courteous greeting.
friendly employee.
spirit of teamwork.
comfortable waiting room.
Positive customer relations can boost productivity by
attracting new customers.
avoiding wasted time and resources.
creating new manufacturing processes.
cutting down on equipment costs.
avoiding wasted time and resources.
A customer asks Robert a question about a product, and he isn’t sure of the correct answer. He immediately phones his supervisor to get the needed information. Which technique for building positive customer relations does this illustrate?
Be helpful.
Be thankful.
Keep your promises.
Pay attention to internal customers.
Be helpful.
Businesses strive to retain current customers because
current customers have fewer complaints.
it’s less expensive than attracting new customers.
it’s too difficult to please new customers.
new customers don’t spend enough money.
it’s less expensive than attracting new customers.
Customer relations skills such as courtesy and friendliness should be emphasized during a business’s
facilities design.
hiring process.
market research.
technology planning.
hiring process.
When someone says that a business has positive relations with its internal customers, the person means the business has
happy employees.
satisfied customers.
strong managers.
updated technology.
happy employees.
Businesses can encourage customer communication by
advertising.
offering incentives.
restricting business hours.
routing calls to an answering service.
offering incentives.
