Business Management I 3.01-3.04 Test Review

Question 1

What staff are responsible for displaying a customer-service mindset?

Accepted Answer

all staff

Question 2

After a sales call, Carlos inputted a summary of the discussion in the company’s CRM system. What aspect of CRM is used?

Accepted Answer

Operational

Question 3

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

Accepted Answer

implement a comprehensive customer privacy policy.

Question 4

What is a benefit of using analytical customer relationship management (CRM) software?

Accepted Answer

It aids management in developing financial forecasts.

Question 5

Salespeople who are well informed about goods that their business offers can easily answer which customer question?

Accepted Answer

"What type of merchandise does the business carry?"

Question 6

Continuously updating the firewalls on its website to protect its customers’ personal information from theft is:

Accepted Answer

online security

Question 7

Customers tend to look at a business as a whole despite the number of __________ they experience.

Accepted Answer

touch points

Question 8

Employees can usually provide good customer service by considering the customers’:

Accepted Answer

needs

Question 9

Businesses with customer-service mindsets are usually able to:

Accepted Answer

achieve their goals.

Question 10

Emphasizing customer service can help a business be:

Accepted Answer

competitive

Question 11

Which of the following is a benefit of customer relationship management:

Accepted Answer

The opportunity to create targeted marketing campaigns

Question 12

An important aspect of using technology in customer relationship management involves:

Accepted Answer

updating customer information in the computer database.

Question 13

Which of the following is no longer a consideration in customers’ buying decisions for many products:

Accepted Answer

price

Question 14

Which is a factor that affects a business’s selection of policies to guide its operations?

Accepted Answer

the nature of the business

Question 15

Which CRM software would be most appropriate for a more efficient way to track leads, prospects, and customers?

Accepted Answer

sales force automation technology

Question 16

Which statement is true about customer relationship management (CRM)?

Accepted Answer

A goal of CRM is to maximize the long-term value of customer relationships.

Question 17

One way for employees to demonstrate a service orientation to customers is to reinforce verbal communication with:

Accepted Answer

effective pricing plan

Question 18

In the modern business world, a growing number of interactions between businesses and customers are taking place:

Accepted Answer

over the Internet

Question 19

Providing customers with time-sensitive product information by sending them alerts or messages through their cellular is

Accepted Answer

wireless

Question 20

Employees who are in contact with customers can reinforce the company’s service orientation by dressing professionally &

Accepted Answer

maintain a positive attitude

Questions 20