1. An unbiased witness is

   a. a person who will be the most objective.

   b. a person who has something to lose by making a statement.

   c. a person who has something to gain by making a statement.

   d. a person who is an expert in a different field.

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. Relationship selling refers to the move away from product-driven sales to customer-driven sales.

   a. True

   b. False

4. A new mindset in many organizations focuses on improving business by changing from an operations-driven culture to

   a. a value-driven culture.

   b. a customer-driven culture.

   c. a money-driven culture.

   d. an ideals-driven culture.

5. Angry customers can actually help an organization by pointing out where there may be failure and opportunities to improve.

   a. True

   b. False