2.02 VoCats Study Guide

1. 2.02 VoCats Study Guide

2. 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? • 1-Make sure the mistake is corrected2-Blame the billing department3-Get as upset as the customer4-Call the person's supervisor to complain about the customer's

3. 1-Make sure the mistake is corrected2-Blame the billing department3-Get as upset as the customer4-Call the person's supervisor to complain about the customer's

4. What should employees do to maintain a customer-service mindset? • 1-Listen to the words of soothing songs2-Devote their full attention to customers3-Maximize conversations with coworkers 4-Decide how to spend their break time

5. 1-Listen to the words of soothing songs2-Devote their full attention to customers3-Maximize conversations with coworkers4-Decide how to spend their break time

6. How do service-oriented companies often improve their levels of service? • 1-By evaluating internal product development procedures2-By requesting input through employee and customer surveys3-By providing customers with product testimonials4-By conducting a feasibility analysis for company expansion

7. 1-By evaluating internal product development procedures2-By requesting input through employee and customer surveys3-By providing customers with product testimonials4-By conducting a feasibility analysis for company expansion

8. What is one of the benefits to a business of reinforcing service orientation through communication? • 1-Promotes the sale of new products2-Builds positive relationships with customers3-Rewards customers for their support4-Encourages employees to be aggressive

9. 1-Promotes the sale of new products2-Builds positive relationships with customers3-Rewards customers for their support4-Encourages employees to be aggressive

10. What is a guideline for employees to follow in handling customer inquiries? • 1-Spend as little time as possible answering customers' inquiries2-Try to make a sale while you're answering each inquiry3-Don't try to handle inquiries when you are busy with a sale4-Make sure you clearly understand customers' inquiries

11. 1-Spend as little time as possible answering customers' inquiries2-Try to make a sale while you're answering each inquiry3-Don't try to handle inquiries when you are busy with a sale4-Make sure you clearly understand customers' inquiries

12. A customer asked you several questions about the new expandable notebooks.  So that you address the customer's questions correctly, what should you do? • 1-Spend as little time as possible answering customers' inquiries2-Try to make a sale while you're answering each inquiry3-Don't try to handle inquiries when you are busy with a sale4-Make sure you clearly understand customers' inquiries

13. 1-Spend as little time as possible answering customers' inquiries2-Try to make a sale while you're answering each inquiry3-Don't try to handle inquiries when you are busy with a sale4-Make sure you clearly understand customers' inquiries

14. 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? • 1-Tell the customers exactly when they will  be called2-Ask the customers when it would be convenient to call them3-Explain how much effort will be required to get the requested information4-Ask the customers to call back if they don't receive a call within 24 hours

15. 1-Tell the customers exactly when they will  be called2-Ask the customers when it would be convenient to call them3-Explain how much effort will be required to get the requested information4-Ask the customers to call back if they don't receive a call within 24 hours

16. What are businesspeople who fail to adapt their communication styles to appeal to their international clients likely to do? • 1-Offend the clients2-Earn the clients' trust3-Impress the clients4-Persuade the clients to buy

17. Jami researched her international customers' buying behavior.  Jami wanted to be sure she did make the common mistake to do which of the following actions? • 1-Offend the clients2-Earn the clients' trust3-Impress the clients4-Persuade the clients to buy

18. 1-Offend the clients2-Earn the clients' trust3-Impress the clients4-Persuade the clients to buy

19. What should help businesspeople adapt their communication styles to appeal to clients from other cultures? • 1-Being respectful, indifferent, and honest2-Being confident, biased, and manipulative3-Being sensitive, transparent, and demanding4-Being patient, flexible, and empathy

20. 1-Being respectful, indifferent, and honest2-Being confident, biased, and manipulative3-Being sensitive, transparent, and demanding4-Being patient, flexible, and empathy

21. What is a factor that affects a business's selection of policies to guide its operations? • 1-Communication skills of employees2-Personal preferences of management3-Nature of the business4-Space available to display policies

22. 1-Communication skills of employees2-Personal preferences of management3-Nature of the business4-Space available to display policies

23. What is one of the purposes of having business policies? • 1-To encourage customers to make frequent exchanges2-To make sure the business's actions are consistent3-To ensure that the business makes a profit4-To allow employees to make decisions regarding customers

24. 1-To encourage customers to make frequent exchanges2-To make sure the business's actions are consistent3-To ensure that the business makes a profit4-To allow employees to make decisions regarding customers