Credit is at the very core of every commercial relationship. While credit cards handle payment for a product or service, they don't address financing terms, lines of credit, loans or leasing, payment schedules and the like. The third question falls outside the control and possibly the influence of most people. But the way it's answered sends a very clear signal about the priority that top management really places on the customer relationship. Sales staff are rewarded for meeting quotas and, in many instances, pushing the product of the month.
Production is incented to meet budgets and control costs.
The credit function is rewarded for controlling risk, which often means declining customers or at least keeping them waiting. The companies that are best at customer relationships base their incentives on the relationship. That ought to be the norm, not the exception. The fourth question deals with an area in which we all have experience, and probably bad memories as well. The call center is often the point of first impression for a customer.