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This activity contains 10 questions.
Which of the following would be your "external" customer or customers?
Your Board of Directors
Why is customer satisfaction important?
Because customers are always right.
Making people happy will make you feel good.
It fosters customer loyalty and generates referrals.
Any of the above are correct.
How are today's markets different from those of the past?
Suppliers have more power.
Successful companies are more product-centered.
Successful companies are more customer-centered.
Markets are not as competitive.
Once customers' needs have been identified, what is the next step?
Focus on verifying those needs
Focus on satisfying those needs
Focus on finding more customers with those needs
Why is problem solving an important role for sales representatives?
The customer is receiving valuable consulting services.
The sales representatives become partners with their customers by helping to solve their problems.
The sales representative feels more positive by solving problems than by just taking orders.
All of these are correct!
Which of the following statements about empowering customer-contact employees is correct?
Managers should grant only narrowly defined authority and keep a tight rein on these employees.
Employees must be willing to accept responsibility and should also be recognized for it.
Empowering customer-contact employees is too risky and should be avoided.
There is no risk involved, and all companies should empower their customer-contact employees to the maximum extent possible.
What is the result of creating a bond with customers?
Customers begin to think the price is too high.
It increases sales and enhances service.
Sales representatives start to identify with customers against the company.
It enhances service, but sales decrease.
Which statement about dealing with dissatisfied customers is correct?
Dealing with complaints directly and openly can improve customer retention, but sales will still decrease.
Dealing with complaints directly and openly can improve customer retention and sales.
Once customers have complained, only about 20 percent will remain loyal, even after having their problem resolved.
Crabby customers can improve the quality of service provided.
How can you deal with a complaining customer effectively?
Try to delay the resolution so the customer will have time to get over it
Tell difficult customers to go elsewhere
Apologize for the problems that you or your company created
Blame the customer so the customer won't blame you
How can you deal effectively with customers with unreasonable demands?
Tell the customer that he or she is extremely unreasonable or crazy.
When a customer shouts at you, shout back.
Blame company policy or your manager.
State your position politely and reasonably.
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