Doing Business by the Good Book Ch 13

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Questions and Answers

What is necessary for a business deal to be considered successful?

It must be profitable for both sides. (correct)

It needs to involve a contract.

It must benefit only one party.

It should include multiple products.

How does the greeter at Wal-Mart serve the company?

By managing store inventory.

By offering a friendly welcome and assistance. (correct)

By processing transactions at the checkout.

By informing customers about store policies.

Why is the owner's personal greeting at a restaurant significant?

It is a common marketing strategy.

It allows for the owner to upsell meals.

It makes the customer feel valued and appreciated. (correct)

It reflects the owner's obligation to customers.

What advice does Paul provide regarding giving in 2 Corinthians 9:6–11?

Scarcity in giving leads to scarcity in reaping. Signup and view all the answers

What is one way to build customer loyalty mentioned in the content?

By showing sincere care and appreciation for customers. Signup and view all the answers

What role does the cashier play in reinforcing the image of a company?

They represent the company with every transaction. Signup and view all the answers

What can be the consequence of a negative first impression on a customer?

They might not return to the business again. Signup and view all the answers

What philosophical approach is emphasized at World Wide Technology in its interactions with customers and employees?

Applying the Golden Rule Signup and view all the answers

How does World Wide Technology view the relationship between employees in different departments?

Each employee is seen as a customer to others in the organization. Signup and view all the answers

What is the significance of the CEO's open-door policy at World Wide Technology?

To encourage communication among employees, customers, and vendors Signup and view all the answers

What role do vendors play in the culture of World Wide Technology?

They are integral partners based on trust and cherished relationships. Signup and view all the answers

What does the statement 'the entire company exists to serve customers' imply about employee roles?

Every employee's work contributes to serving customers. Signup and view all the answers

What aspect of World Wide Technology's culture is emphasized through customer visits?

A working environment filled with excitement and engagement Signup and view all the answers

How is good leadership defined in the context of World Wide Technology?

By serving the people within the organization Signup and view all the answers

What action does the CEO take when forming agreements with other companies?

Praying for a blessing on the partnership Signup and view all the answers

Study Notes

Customer-Driven Company Culture

Golden Rule principle is core value, treating employees and customers alike.
Employees are viewed as customers within the organization.
CEO views every employee as a customer to be served.
Every role, from receptionist to dock loader, is relevant to customer service.
Open communication is crucial; all doors are open to employees, customers, and vendors, including the CEO's.

Vendor Partnerships

Valued partnerships with vendors are essential to the business.
Partnerships are seen as cherished relationships, potentially profitable for both parties.
Employees are company ambassadors; critical for customer interaction.
A customer's image of the company often depends on the impression of a single encounter with an employee - good or bad.

Employee as Representatives

Employees, especially those with direct customer interaction, represent the entire company.
Examples include greeters in large retail chains and sales representatives in insurance companies.

Important Customer Relationships

Personal relationships with customers are stressed – showing appreciation is key
Direct contact with vendors and customers is vital;
CEO actively visits major customers.
Customer loyalty is essential and nurtured through consistent appreciation, regardless of relationship longevity. Concern for customers' needs and well-being, not profit, are driving forces.

Customer Loyalty & Rewards

Customer loyalty brings substantial rewards – repeat orders, referrals, and positive word-of-mouth.
Satisfied customers are best salespeople; good soil yields abundant harvests.
Company has seen significant growth as a result of its customer-centric approach.

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Description

Explore the importance of a customer-driven culture that emphasizes treating employees as customers. This quiz delves into how effective vendor partnerships and employee representation impact customer relationships. Discover the key principles that drive success in an organization through open communication and strong employee engagement.