Marketing 1

Question 1

This lesson discusses the importance of ? .

Answer 1

Customer Service

Question 2

Three groups of people who have a responsibility to obtain and maintain satisfied customers are managers, owners, and ? .

Answer 2

Employees

Question 3

It is important for employers to contribute to customer satisfaction so they can continue to be paid for services or products.

Answer 3

True

Question 4

Qualified Electrical Workers can contribute to maintaining good customer service by their performance, behavior, and appearance on the job site

Answer 4

True

Question 5

As seen from the viewpoint of the ? , marketing is everything a company does.

Answer 5

Customer

Question 6

A contractor’s customer is the ultimate end user of electrical power

Answer 6

False

Question 7

In many instances, the customer will judge the electrical contractor by the ? .

Answer 7

Workers on the job

Question 8

Qualified Electrical Workers’ jobs depend not only on keeping all of their customers satisfied, but also on ? .

Answer 8

getting new customers

Question 9

Other groups of people besides the customer and Qualified Electrical Workers who are interested in the electrical contractor include the owners, suppliers, and ? .

Answer 9

Bankers

Question 10

Working to stay within budget is not part of the job performance expected from the Qualified Electrical Worker

Answer 10

False

Question 11

Being ? others is one of the characteristics of acceptable job behavior.

Answer 11

Friendly and Polite

Question 12

Management studies have shown that customer service is directly obtained through satisfied ? .

Answer 12

Employees

Question 13

NECA contractors normally spend more money on training for their employees than the competition. This extra expense to the contractor is expected to be recovered through ?

Answer 13

Better Productivity