Site MapHelpFeedbackSection 13.2 Assessment
Section 13.2 Assessment
(See related pages)



1

A customer-focused organization places a high priority on customer satisfaction.
A)True
B)False
2

Advertisements, phone calls, and letters can increase or decrease the likelihood that a customer will do business with you again.
A)True
B)False
3

First impressions are not important in establishing long-term business rapport with customers.
A)True
B)False
4

It is a good idea to ask your client his or her spouse's name so that you can develop a consumer profile.
A)True
B)False
5

Any information that you key in a laptop computer can be transferred to a desktop computer through a modem connection.
A)True
B)False
6

Customer-service guidelines for a limited-contact situation dictate that you should do all of the following EXCEPT:
A)Greet the customer with a smile and an appropriate greeting.
B)Address the customer as sir or ma'am only.
C)Assist the customer in conducting his or her business.
D)Thank the customer for his or her patronage
7

Which of the following is NOT a necessary component of company accessibility?
A)A Web site that allows customers to conduct business at any time.
B)A toll-free telephone number that is answered 24 hours per day.
C)A chauffeured limousine service for customer convenience.
D)A TTD device to communicate with hearing-impaired customers.
8

In order to give knowledgeable responses to clients, you should:
A)Provide the customer with general answers.
B)Offer lip service about anything your company markets.
C)Emphasize your company's customer-focused service policy.
D)Familiarize yourself with the products, services, and key departments of you company.
9

Maintaining communication with a customer about shipping delays or policy changes after a sale has been made is known as:
A)Continual contact
B)Common sense
C)Marketing strategy
D)Sales hook
10

The best way to impress a client with your "memory" of their personal information and product preferences is to:
A)Stick Post-it notes on their order form
B)Jot notes in your PDA
C)Use graphs to chart purchasing habits
D)Develop a color-coding method for their customer profile





To learn more about the book this website supports, please visit its Information Center.
(c)2007 McGraw-Hill Higher Education
Any use is subject to the Terms of Use and Privacy Policy.
McGraw-Hill Higher Education is one of the many fine businesses of The McGraw-Hill Companies.


College English and CommunicatOnline Learning Center

Home > Chapter 13 > Section 13.2 Assessment