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Human Relations  Strategies for Success      
Strategies for Success

Chapter 15 Winning and Keeping Your Customer

Practice Test
      
  1.The U.S. has placed a greater emphasis on customer service during the past 25 years or so for two reasons. One is the competition from countries like Japan and Germany. The other is the:  
  a.   growth of labor unions in the U.S since 1978.  
  b.   growth of services in the U.S. over the past 25 years.  
  c.   emphasis on technology and the Internet during the past 25 years.  
  d.   emphasis on taxes and government spending over the past 25 years.  
      
  2.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.  
      
  3."Find out what the customer needs" and "Do whatever is necessary to satisfy that need" are known as the:  
  a.   main commandments of marketing.  
  b.   two simplest principles of customer service.  
  c.   main commandments of customer treatment.  
  d.   consumer's credo.  
      
  4.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.  
      
  5.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.  
      
  6.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.  
      
  7.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.  
      
  8."The customer is always right" means that:  
  a.   you need to allow the customer to be physically abusive.  
  b.   the customer is always wrong; it's an ironic statement.  
  c.   whether the customer is right or wrong, your attitude must be that he or she is right.  
  d.   customers always think they're right and you shouldn't let them get the best of you.  
      
  9.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.  
      
  10.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.  

 

 

 

 

 

 

 
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