True or False

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Chapter 13

True or False

This activity contains 10 questions.

	Satisfying customers is a type of effective interpersonal relations.

	True False

	The idea that happy employees are more likely to result in happy customers is a myth.

	True False

	The most basic principle of selling is to identify and satisfy customer needs.

	True False

	Empowering customer-contact employees to resolve problems would give them too much power and should not be risked.

	True False

	Employees should work only on a rational, logical level with customers. Bonding is dangerous.

	True False

	Sales representatives should not give customers advice about using the product or service.

	True False

	Sales representatives should not show much interest or concern for the customer's experience with the product or service. This is nosey and rude.

	True False

	Building relationships with large numbers of customers can be achieved by interacting with them through company blogs.

	True False

	Mistakes in serving customers are almost inevitable.
	Mistakes in serving customers are almost inevitable.
	True False

	Acknowledging the customer's point of view will eliminate any power the customer service person might have to resolve the issue.

	True False

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True or False

Satisfying customers is a type of effective interpersonal relations.

The idea that happy employees are more likely to result in happy customers is a myth.

The most basic principle of selling is to identify and satisfy customer needs.

Empowering customer-contact employees to resolve problems would give them too much power and should not be risked.

Employees should work only on a rational, logical level with customers. Bonding is dangerous.

Sales representatives should not give customers advice about using the product or service.

Sales representatives should not show much interest or concern for the customer's experience with the product or service. This is nosey and rude.

Building relationships with large numbers of customers can be achieved by interacting with them through company blogs.

Mistakes in serving customers are almost inevitable.

Acknowledging the customer's point of view will eliminate any power the customer service person might have to resolve the issue.