<p>Marketing 202 Foster positive relationships with customers to enhance company image. </p><p>Identify beliefs held by employees who have a customer-service mindset. 1 Talk more about ______customer interactions than ______ones 2 View negative customer interactions as a chance to learn more about customer’s ______3 View your work from the customer’s ______4 Define your ______with the customer in mind</p><p>Describe the ______of exhibiting a customer-service mindset. 1. Profits are directly tied to ______. 2. ______is developed (positive feelings towards the business) 3. Information from customers helps with buying decisions 4. ______of sales due to customer dissatisfaction 5. Avoid markdowns and loss of profit due to returns 6. ______in sales that result in longer interest payments on loans to purchase store items for resale</p><p>Identify occasions when marketing employees can exhibit a customer- service mindset. When a customer is upset and angry, the employee should act quickly to ______the mistake. Employee should demonstrate a focus of attention on the customer when there is a ______.</p><p>Describe guidelines for exhibiting a customer-service mindset. 1 Measure regularly by gathering constant ______2 Measure internally for ______satisfaction 3 Link bonuses to customer satisfaction 4 Link customer satisfaction back to other ______</p><p>Demonstrate a customer-service mindset. ______clear relentless unwavering focus on customer. Also evidence of internal customer (co-workers) satisfaction is important</p><p>Define the term service orientation. Listening to and understanding the customer. Customer satisfaction is ______.</p><p>Explain the relationship between communication and service.  ______from sales personnel will ensure customer buys the product that best suits his needs.  If there is a problem, then clear communication is imperative so that the employee can act precisely and quickly to clear up the ______for the customer.  Clear communication is again necessary in ______so that the data can be used to influence future business decisions  Clear communications to receive ______from customers and employees on satisfaction levels</p><p>Identify ways in which employees in business and marketing can demonstrate a service orientation.  Greets the person ______and ______.  Pays ______to the person.  Asks questions to determine the person's needs.  ______carefully and empathizes with the person's concerns.  Offers relevant information.  ______to check for understanding.  Acts or agrees on a clear course of action.  Tries to do better than expected.  ______to check for satisfaction.  Follows through.  ______the individual.  Takes surveys to determine people's needs.  Is ______to citizens, clients, patients, etc.  Does not "pass the buck." ______</p><p>Demonstrate procedures for reinforcing a service orientation through communication. Use ______to pinpoint areas for improvement Use ______to pinpoint areas for improvement Develop a ______procedure to determine levels of customer satisfaction after the sale</p><p>Discuss the purpose of adapting communication to a client’s cultural or social community. To ______clients with your lack of sensitivity to their needs. To ______clients to make the right purchase for their needs.</p><p>Explain the importance of context in communication. Context is the surrounding story or thought process of a communicated idea. It is what helps get the point across. The wrong context can completely ______the meaning.</p><p>Discuss reasons for adapting communication to the cultural or social differences among clients.  Our market is very ______and therefore impacts many different cultures socially and geographically.  The success of all companies depends on their abilities to ______cultural differences and work with them to keep all customers happy and well-informed to make the best buying decisions  It is impossible to ______customer satisfaction ______clearly communicating product features and benefits  Clients could be ______by your lack of understanding of their culture’s typical use of a product</p><p>Explain skills associated with adapting communication (e.g., empathy, risk taking, problem solving, etc.). ______are key personality traits when dealing with communication barriers</p><p>Describe ways to adapt communication to the cultural or social environment of clients 1. ______2. ______(Understand the way a country makes products and you will understand how they value the products) 3. ______(What a culture considers valuable or beautiful) 4. ______organization (what is acceptable in a culture) 5. Religious beliefs, attitudes, values, space and time </p><p>Demonstrate how to adapt communication to the cultural or social differences among clients. </p><p>Explain the nature of customer inquiries. Inquiries can be ______or ______(Sometimes price is the hidden problem and the customer will complain about color)</p><p>Identify the types of customer inquiries. 1. ______(Defective, wrong size or color, damaged, improper labeling, not meeting customer needs, customer purchased the wrong product) 2. ______(High pressure sales, rudeness, providing insufficient product information, being inaccurate) 3. ______(Unhappy with the number and types of services offered, unhappy with business policies)</p><p>Discuss the importance of possessing knowledge of the company (e.g., policies, history, capabilities, etc.). 1. You must understand how to ______company policies to each situation in order to remain fair. 2. You must know the company capabilities in order ______the customer inquiry rapidly and satisfactorily</p><p>Discuss the importance of possessing adequate product knowledge. 1 ______is a necessity in order to respond to the customer situation in the best manner. 2 Product knowledge is needed to understand the customer’s problem with a product 3 Understanding of the product makes it easier to understand the ______in respect to the product</p><p>Describe guidelines for handling customer inquiries. 1. ______to determine reason for complaint (shows a concerned attitude) 2. ______the complaint (show your understanding of the problem) 3. ______the problem (determine how to handle) 4. ______the store policy (desire to maintain fairness by following store policy) 5. ______(Quick action makes the customer feel important)</p><p>Demonstrate use of proper procedure for solving a customer inquiry in a marketing situation. </p><p>Define the term business policy. A ______that personnel should follow in order to avoid misunderstandings and apply fair and consistent treatment to all situations</p><p>Identify characteristics of effective business policies. 1 ______should be customer satisfaction 2 policies should be used ______3 policies should be ______4 policies should be well ______by employees</p><p>Describe reasons for having business policies. The policies create a ______and help you to consistently maintain that image</p><p>Explain types of business policies that affect customers. 1 ______2 ______and ______policies</p><p>Discuss the role of employees in interpreting business policies.  ______are the ones dealing with customer inquiries and must learn how to apply business policies to each situation  Clear policies must be ______to employees so they will understand how to implement</p><p>Explain when business policies should be interpreted. Every situation is ______and ______. Policies must sometimes be adjusted to fit the occasion while maintaining their initial integrity</p><p>Explain guidelines for interpreting business policies to customers. 1 State the policy and explain how it applies to the ______. 2 Stress the desire to maintain ______through the use of the policy 3 ______. 4 Answer any ______on store policy</p><p>Demonstrate procedures for interpreting business policies to customers. </p>