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Human Relations  Strategies for Success      
Strategies for Success

Chapter 15 Winning and Keeping Your Customer

Practice Test
  1.Three principles that will help form a relationship of trust with your customers are listed below. Which of these choices is NOT one of the principles?  
  a.   Understand the customer's real needs.  
  b.   Spend at least 10 minutes during each visit making small talk.  
  c.   If your customer is another business, learn about it.  
  d.   Provide exceptional service.  
  2.An example of "going the extra mile" for a customer is:  
  a.   giving them the pickle.  
  b.   making sure the customer is always right.  
  c.   being ethical.  
  d.   letting the customer run the business.  
  3.In handling a difficult customer, the best advice is to:  
  a.   stay focused.  
  b.   stay calm.  
  c.   don't get caught in the self-esteem trap.  
  d.   all of the above.  
  4.Developing bad news skills includes:  
  a.   avoiding wasting time talking about why a problem exists.  
  b.   talking about solving the problem.  
  c.   not wasting time being polite.  
  d.   apologizing several times so the customer knows you're sorry.  
  5.Which of the following is one of the steps to building up your customer's self-esteem?  
  a.   Keep an accurate accounting of your financial transactions with the customer.  
  b.   Praise the customer appropriately.  
  c.   Refrain from ever apologizing to the customer.  
  d.   Make sure that the customer is listening to your instructions.  
  6.In his book How to Win Customers and Keep Them for Life, Michael LeBoeuf says that customers buy only which two things?  
  a.   Goods and services  
  b.   Tangibles and intangibles  
  c.   Good feelings and solutions to problems  
  d.   Thoughts and experiences  
  7.According to the textbook, the "nice customer" is the customer who:  
  a.   is always faithful and comes back week after week.  
  b.   shows displeasure only by not returning.  
  c.   always asks to deal with the supervisor, rather than bothering top management.  
  d.   throws his weight around when he or she is upset about something.  
  8.Establishing a bond with a customer:  
  a.   is a good, sound marketing practice.  
  b.   has proven to be more of a time-waster than a money maker.  
  c.   wastes valuable company time.  
  d.   works only in wholesale businesses.  
  9.The average disgruntled customer tells:  
  a.   the whole town about the unhappy experience.  
  b.   at least 100 people about the unhappy experience.  
  c.   8 to 10 people about the unhappy experience.  
  d.   at least one customer group about the unhappy experience.  
  10.Forming a real, meaningful relationship with your customer is known as:  
  a.   uncertainty selling.  
  b.   relationship selling.  
  c.   polished selling.  
  d.   bonded selling.  







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