2.01 Emergency Responses 2.01 Understand safety procedures 1.
MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees...
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Transcript of MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees...
![Page 1: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/1.jpg)
MARKETING 2.01
Questions
![Page 2: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/2.jpg)
What type of information concerning policies and procedures do employees often extract from an
internal business report?
A-Customer profilesB- New personnel regulationsC-Industry research dataD-Former local competitors
![Page 3: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/3.jpg)
What type of information concerning policies and procedures do employees often extract from an
internal business report?
A-Customer profilesB- New personnel regulationsC-Industry research dataD-Former local competitors
![Page 4: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/4.jpg)
What type of information should employees be able to locate in their
company's employee handbook?
A-The company's annual reportB-The company's list of current job openingsC-The use of company propertyD-The number of vacation days that an employee has taken
![Page 5: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/5.jpg)
What type of information should employees be able to locate in their
company's employee handbook?
A-The company's annual reportB-The company's list of current job openingsC-The use of company propertyD-The number of vacation days that an employee has taken
![Page 6: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/6.jpg)
What should you do to demonstrate a customer-service mindset in the
following situation: A loyal customer states in a calm tone that she was
charged incorrectly for several sales items.
A-Make sure the mistake is correctedB-Blame the billing departmentC-Get as upset as the customerD-Call the person's supervisor to complain about the customer's attitude
![Page 7: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/7.jpg)
What should you do to demonstrate a customer-service mindset in the
following situation: An irate business customer yells at you because of a
billing error?
A-Make sure the mistake is correctedB-Blame the billing departmentC-Get as upset as the customerD-Call the person's supervisor to complain about the customer's attitude
![Page 8: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/8.jpg)
What should employees do to maintain a customer-service
mindset?
A-Listen to the words of soothing songsB-Devote their full attention to customersC-Maximize conversations with coworkersD-Decide how to spend their break time
![Page 9: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/9.jpg)
What should employees do to maintain a customer-service
mindset?
A-Listen to the words of soothing songsB-Devote their full attention to customersC-Maximize conversations with coworkersD-Decide how to spend their break time
![Page 10: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/10.jpg)
How do service-oriented companies often improve their levels of service?
A-By evaluating internal product development procedures
B-By requesting input through employee and customer surveysC-By providing customers with product testimonialsD-By conducting a feasibility analysis for company expansion
![Page 11: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/11.jpg)
How do service-oriented companies often improve their levels of service?
A-By evaluating internal product development procedures
B-By requesting input through employee and customer surveysC-By providing customers with product testimonialsD-By conducting a feasibility analysis for company expansion
![Page 12: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/12.jpg)
What is one of the benefits to a business of reinforcing service
orientation through communication?
A-Promotes the sale of new productsB-Builds positive relationships with customersC-Rewards customers for their supportD-Encourages employees to be aggressive
![Page 13: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/13.jpg)
What is one of the benefits to a business of reinforcing service
orientation through communication?
A-Promotes the sale of new productsB-Builds positive relationships with customersC-Rewards customers for their supportD-Encourages employees to be aggressive
![Page 14: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/14.jpg)
What is a guideline for employees to follow in handling customer inquiries?
A-Spend as little time as possible answering customers' inquiriesB-Try to make a sale while you're answering each inquiryC-Don't try to handle inquiries when you are busy with a saleD-Make sure you clearly understand customers' inquiries
![Page 15: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/15.jpg)
What is a guideline for employees to follow in handling customer inquiries?
A-Spend as little time as possible answering customers' inquiriesB-Try to make a sale while you're answering each inquiryC-Don't try to handle inquiries when you are busy with a saleD-Make sure you clearly understand customers' inquiries
![Page 16: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/16.jpg)
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what
should you do?A-Spend as little time as possible answering customers' inquiriesB-Try to make a sale while you're answering each inquiryC-Don't try to handle inquiries when you are busy with a saleD-Make sure you clearly understand customers' inquiries
![Page 17: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/17.jpg)
A customer asked you several questions about the new expandable notebooks. So that you address the customer's questions correctly, what
should you do?A-Spend as little time as possible answering customers' inquiriesB-Try to make a sale while you're answering each inquiryC-Don't try to handle inquiries when you are busy with a saleD-Make sure you clearly understand customers' inquiries
![Page 18: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/18.jpg)
What is a businesslike way for employees to handle a situation in which they must obtain information
requested by customers and call the customers back?
A-Tell the customers exactly when they will be calledB-Ask the customers when it would be convenient to call themC-Explain how much effort will be required to get the requested informationD-Ask the customers to call back if they don't receive a call within 24 hours
![Page 19: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/19.jpg)
What is a businesslike way for employees to handle a situation in which they must obtain information
requested by customers and call the customers back?
A-Tell the customers exactly when they will be calledB-Ask the customers when it would be convenient to call themC-Explain how much effort will be required to get the requested informationD-Ask the customers to call back if they don't receive a call within 24 hours
![Page 20: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/20.jpg)
What are businesspeople who fail to adapt their communication styles to appeal to their international clients
likely to do?
A-Offend the clientsB-Earn the clients' trustC-Impress the clientsD-Persuade the clients to buy
![Page 21: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/21.jpg)
What are businesspeople who fail to adapt their communication styles to appeal to their international clients
likely to do?
A-Offend the clientsB-Earn the clients' trustC-Impress the clientsD-Persuade the clients to buy
![Page 22: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/22.jpg)
Jami researched her international customers' buying behavior. Jami wanted to be
sure she did not make the common mistake to do which of
the following actions?A-Offend the clientsB-Earn the clients' trustC-Impress the clientsD-Persuade the clients to buy
![Page 23: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/23.jpg)
Jami researched her international customers' buying behavior. Jami wanted to be
sure she did not make the common mistake to do which of
the following actions?A-Offend the clientsB-Earn the clients' trustC-Impress the clientsD-Persuade the clients to buy
![Page 24: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/24.jpg)
What should help businesspeople adapt their communication styles to
appeal to clients from other cultures?
A-Being respectful, indifferent, and honestB-Being confident, biased, and manipulativeC-Being sensitive, transparent, and demandingD-Being patient, flexible, and empathetic
![Page 25: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/25.jpg)
What should help businesspeople adapt their communication styles to
appeal to clients from other cultures?
A-Being respectful, indifferent, and honestB-Being confident, biased, and manipulativeC-Being sensitive, transparent, and demandingD-Being patient, flexible, and empathetic
![Page 26: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/26.jpg)
What is a factor that affects a business's selection of policies
to guide its operations?
A-Communication skills of employeesB-Personal preferences of managementC-Nature of the businessD-Space available to display policies
![Page 27: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/27.jpg)
What is a factor that affects a business's selection of policies
to guide its operations?
A-Communication skills of employeesB-Personal preferences of managementC-Nature of the businessD-Space available to display policies
![Page 28: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/28.jpg)
What is one of the purposes of having business policies?
A-To encourage customers to make frequent exchangesB-To make sure the business's actions are consistentC-To ensure that the business makes a profitD-To allow employees to make decisions regarding customers
![Page 29: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/29.jpg)
What is one of the purposes of having business policies?
A-To encourage customers to make frequent exchangesB-To make sure the business's actions are consistentC-To ensure that the business makes a profitD-To allow employees to make decisions regarding customers
![Page 30: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/30.jpg)
What should you do to demonstrate a customer-service mindset in the
following situation: An irate business customer yells at you because of a
billing error?A- Make sure the mistake is corrected
B- Blame the billing department
C- Get as upset as the customer
D- Call the person's supervisor to complain about the customer's attitude
![Page 31: MARKETING 2.01 Questions. What type of information concerning policies and procedures do employees often extract from an internal business report? A-Customer.](https://reader035.fdocuments.net/reader035/viewer/2022081504/551afdc75503462e578b5041/html5/thumbnails/31.jpg)
What should you do to demonstrate a customer-service mindset in the
following situation: An irate business customer yells at you because of a
billing error?A- Make sure the mistake is corrected
B- Blame the billing department
C- Get as upset as the customer
D- Call the person's supervisor to complain about the customer's attitude