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Human Relations  Strategies for Success      
Strategies for Success

Chapter 15 Winning and Keeping Your Customer

Practice Test
  1.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.  
  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.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.  
  4.Basic human needs that customers have in common include the need to be:  
  a.   listened to and respected.  
  b.   able to blend in with the crowd without being singled out.  
  c.   treated as part of the customer group rather than as an indivudual.  
  d.   treated as though they are more special than any other customer.  
  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.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.  
  7.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.  
  8.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.  
  9.Which of the following is one of the suggestions offered in the textbook for dealing with an already angry customer?  
  a.   Be sure you understand the customer's feelings.  
  b.   Be sure you tell the customer all of the facts before allowing him or her to vent.  
  c.   Make the customer decide on a solution to the problem.  
  d.   Always negotiate to win. Your company is first, then the customer.  
  10."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.  







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