Fundamentals of marketing strategy are to conduct audience

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Reference no: EM132201826

1. Two fundamentals of marketing strategy are to conduct audience research and to do target marketing.

a. True

b. False

2. When a business does not plan for productive client communication and customer service, that organization can expect

a. as many problems to arise as in any other organization.

b. low expectations and many complaints.

c. an average number of complaints about service.

d. good service from employees because people already know the importance of customer service.

3. Which of the following is NOT an important aspect of telephone etiquette?

a. Identifying your name.

b. Telling the person calling when they can expect a reply.

c. Giving out personal telephone numbers whenever someone cannot be reached at the office.

d. Answering the phone in less than three rings.

4. When Stacy had to deal with an upset customer about a mistake in an order, she said the following: "I am very sorry about this problem, and I am glad that you have brought it to our attention. I understand that you feel as though you were mistreated. If the company promises to reship the products correctly tomorrow at a 20% discount, would that be an agreeable solution?" Did Stacy handle the customer correctly?

a. Yes, because she apologized, gave feedback, acknowledged their dissatisfaction, and made a plan to meet expectations.

b. No, because by being so gracious the customer will likely try to find problems another time to get the 20% off again.

c. Yes, because she stood up for the company's position and did not let the customer walk all over her.

d. No, because Stacy was too understanding. Good customer service favors the company while still attempting to keep the customer content.

5. When an employee tells a client that someone else needs to get involved, or that he or she is not the one to deal with, that employee is

a. validating the customer's feelings.

b. extending opportunities for growth.

c. giving useful information to the customer.

d. passing the buck.

Reference no: EM132201826

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