Question 1

________ helps in the prompt resolution of service issues.

Accepted Answer

A)  Procedural rigidity 
B)  Intangibility 
C)  Employee empowerment 
D)  Knowledge gap 
E)  Service gap 
A)  Procedural rigidity 
B)  Intangibility 
C)  Employee empowerment 
D)  Knowledge gap 
E)  Service gap C

Question 2

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

Accepted Answer

A)  lack of instrumental support. 
B)  poor internal communication. 
C)  distributive fairness. 
D)  procedural fairness. 
E)  unrealistic customer expectations. 
A)  lack of instrumental support. 
B)  poor internal communication. 
C)  distributive fairness. 
D)  procedural fairness. 
E)  unrealistic customer expectations. A

Question 3

Which of the following statements is True of perceived service?

Accepted Answer

A)  Retailers need to consider only the actual customer service delivered in order to build a reputation. 
B)  Employees providing the service do not have an impact on customer satisfaction. 
C)  Customers' perceptions of a retailer's customer service depend on the actual service delivered. 
D)  Customers are influenced solely by the outcome of the service. 
E)  The store design and policies do not impact the service. 
A)  Retailers need to consider only the actual customer service delivered in order to build a reputation. 
B)  Employees providing the service do not have an impact on customer satisfaction. 
C)  Customers' perceptions of a retailer's customer service depend on the actual service delivered. 
D)  Customers are influenced solely by the outcome of the service. 
E)  The store design and policies do not impact the service. C

Question 4

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time taken using all of the following steps except

Accepted Answer

A)  providing customers with clear and precise information. 
B)  requiring store employees to get their manager's approval for all customer service decisions. 
C)  reducing the number of employees that customers must contact to resolve their issues. 
D)  not assuming they know what the customers are complaining about or what solution the customers are seeking. 
E)  not interrupting the customers when they air their complaints. 
A)  providing customers with clear and precise information. 
B)  requiring store employees to get their manager's approval for all customer service decisions. 
C)  reducing the number of employees that customers must contact to resolve their issues. 
D)  not assuming they know what the customers are complaining about or what solution the customers are seeking. 
E)  not interrupting the customers when they air their complaints.

Question 5

Roselle was upset with the service she received when she was trying to purchase a handbag at a store. First, the salesperson seemed preoccupied with a conversation with another associate. When she finally acknowledged Roselle's presence, the salesperson offered no assistance to Roselle and had minimal information about merchandise. Roselle plans to make a formal complaint to the management. What should the store manager do to recover from this service failure?

Accepted Answer

A)  Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint. 
B)  Encourage the customer to complain without interruption and then give a sympathetic response. 
C)  Instruct sales associates to always assume they know what the customer is complaining about. 
D)  Ensure that the customer is referred to several different store employees to get the issue resolved. 
E)  Tell the customer to leave feedback on the store's website. 
A)  Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint. 
B)  Encourage the customer to complain without interruption and then give a sympathetic response. 
C)  Instruct sales associates to always assume they know what the customer is complaining about. 
D)  Ensure that the customer is referred to several different store employees to get the issue resolved. 
E)  Tell the customer to leave feedback on the store's website.

Question 6

McDonald's, with its use of specific policies and procedures to provide an acceptable, consistent service quality, would best be described as using the personalized approach for customer service.

Accepted Answer

A) True 
 B)False

Question 7

A customer returned a textbook to a bookstore because she decided to drop the class after a few weeks. The sales clerk refunded the customer's money immediately because the store had a "no questions asked" refund policy. Which of the following service gaps was reduced because of the clearly defined guideline?

Accepted Answer

A)  Procurement gap 
B)  Knowledge gap 
C)  Communication gap 
D)  Research gap 
E)  Delivery gap 
A)  Procurement gap 
B)  Knowledge gap 
C)  Communication gap 
D)  Research gap 
E)  Delivery gap

Question 8

An electronic retailer advertised that returns would be quick and easy if customers were dissatisfied with a product. However, customers were unable to find any detailed information about the retailer's return policies on its website and on the purchase invoice. This lack of information is an example of a

Accepted Answer

A)  market gap. 
B)  delivery gap. 
C)  communications gap. 
D)  research gap. 
E)  knowledge gap. 
A)  market gap. 
B)  delivery gap. 
C)  communications gap. 
D)  research gap. 
E)  knowledge gap.

Question 9

Kevin is a salesperson selling electronic goods. A customer complains about problems with the music player purchased by him the previous week. He requests a replacement. Kevin explains the store's exchange policies and asks the customer to fill out a complaint form. Therefore, Kevin is dealing with the customer's problems with

Accepted Answer

A)  service equity. 
B)  consistent fairness. 
C)  perceptual equity. 
D)  distributive fairness. 
E)  procedural fairness. 
A)  service equity. 
B)  consistent fairness. 
C)  perceptual equity. 
D)  distributive fairness. 
E)  procedural fairness.

Question 10

What is the difference between personalized services and standardized services?

Accepted Answer

Personalized service requires that servi

Question 11

Which of the following is an excellent source of information about a retailer's offering that helps in increasing customer satisfaction?

Accepted Answer

A)  Discount coupons 
B)  Employee handbook 
C)  External environmental assessments 
D)  Customers' complaints 
E)  Competitors' financial performance 
A)  Discount coupons 
B)  Employee handbook 
C)  External environmental assessments 
D)  Customers' complaints 
E)  Competitors' financial performance

Question 12

Loretta went to a store to buy thermal underwear. The underwear had been featured in an advertisement for $24.99 a pair. She was disappointed to learn that the underwear sold out within two days and complained to the sales associate. The sales associate offered to deliver the merchandise directly to Loretta's home. Loretta was satisfied with how her complaint was handled. Jane, another customer, also came to the store with the intention of buying the thermal underwear and complained about the merchandise being out-of-stock. In addition to offering to deliver the merchandise to her home, the sales associate offered Jane the product at a discounted price of $21.99. In trying to resolve both customers' problems, the sales associate was dealing with

Accepted Answer

A)  distributive fairness. 
B)  consistent fairness. 
C)  procedural fairness. 
D)  service equity. 
E)  perceptual equity. 
A)  distributive fairness. 
B)  consistent fairness. 
C)  procedural fairness. 
D)  service equity. 
E)  perceptual equity.

Question 13

What are the five customer service characteristics that affect customer's opinions of service quality and what constitutes customer satisfaction?

Accepted Answer

When customers evaluate customer service

Question 14

Richard purchased a coffee maker from Amazon. As he was completing his purchase, the site suggested some brands of coffee for him to purchase. This is an example of

Accepted Answer

A)  standardization. 
B)  information overload. 
C)  mobile marketing. 
D)  sales promotion. 
E)  personalization. 
A)  standardization. 
B)  information overload. 
C)  mobile marketing. 
D)  sales promotion. 
E)  personalization.

Question 15

The ________ can be closed by developing specific guidelines and systems for delivering high-quality service.

Accepted Answer

A)  communication gap 
B)  standards gap 
C)  research gap 
D)  knowledge gap 
E)  delivery gap 
A)  communication gap 
B)  standards gap 
C)  research gap 
D)  knowledge gap 
E)  delivery gap

Question 16

When Donna ordered a refrigerator, she expected the people who delivered it to install the refrigerator. However, the refrigerator was left at her door, and Donna's expectations were not met. Which of the following terms best describes the given scenario?

Accepted Answer

A)  Procedural fairness 
B)  Distributive fairness 
C)  Learned response 
D)  Service gap 
E)  Services cape 
A)  Procedural fairness 
B)  Distributive fairness 
C)  Learned response 
D)  Service gap 
E)  Services cape

Question 17

Empowerment means allowing employees at a firm's lowest levels to make important decisions regarding how service will be provided to customers.

Accepted Answer

A) True 
 B)False

Question 18

A retailer would be reducing the ________ by developing a better understanding of customer expectations and perceptions.

Accepted Answer

A)  communications gap 
B)  standards gap 
C)  performance gap 
D)  knowledge gap 
E)  delivery gap 
A)  communications gap 
B)  standards gap 
C)  performance gap 
D)  knowledge gap 
E)  delivery gap

Question 19

Dust-free, clean, and organized stores with updated dressing rooms and kiosks are examples of a retailer's commitment to customer service through

Accepted Answer

A)  reliability. 
B)  assurance. 
C)  tangibility. 
D)  empathy. 
E)  responsiveness. 
A)  reliability. 
B)  assurance. 
C)  tangibility. 
D)  empathy. 
E)  responsiveness.

Question 20

________ is the perceived fairness of the process used to resolve complaints.

Accepted Answer

A)  Variable fairness 
B)  Perceptual equity 
C)  Procedural fairness 
D)  Service equity 
E)  Distributive fairness 
A)  Variable fairness 
B)  Perceptual equity 
C)  Procedural fairness 
D)  Service equity 
E)  Distributive fairness

________ helps in the prompt resolution of service issues.

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

Which of the following statements is True of perceived service?

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time taken using all of the following steps except

McDonald's, with its use of specific policies and procedures to provide an acceptable, consistent service quality, would best be described as using the personalized approach for customer service.

What is the difference between personalized services and standardized services?

Which of the following is an excellent source of information about a retailer's offering that helps in increasing customer satisfaction?

What are the five customer service characteristics that affect customer's opinions of service quality and what constitutes customer satisfaction?

Richard purchased a coffee maker from Amazon. As he was completing his purchase, the site suggested some brands of coffee for him to purchase. This is an example of

The ________ can be closed by developing specific guidelines and systems for delivering high-quality service.

When Donna ordered a refrigerator, she expected the people who delivered it to install the refrigerator. However, the refrigerator was left at her door, and Donna's expectations were not met. Which of the following terms best describes the given scenario?

Empowerment means allowing employees at a firm's lowest levels to make important decisions regarding how service will be provided to customers.

A retailer would be reducing the ________ by developing a better understanding of customer expectations and perceptions.

Dust-free, clean, and organized stores with updated dressing rooms and kiosks are examples of a retailer's commitment to customer service through

________ is the perceived fairness of the process used to resolve complaints.

Introduction to the World of Retailing

Types of Retailers

Multichannel and Omnichannel Retailing

Customer Buying Behavior

Retail Market Strategy

Financial Strategy

Retail Locations

Retail Site Location

Information Systems and Supply Chain Management

Customer Relationship Management

Managing the Merchandise Planning Process

Buying Merchandise

Retail Pricing

Retail Communication Mix

Human Resources and Managing the Store

Store Layout, Design, and Visual Merchandising

Filters

Exam 17: Customer Service

________ helps in the prompt resolution of service issues.

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

Which of the following statements is True of perceived service?

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time taken using all of the following steps except

McDonald's, with its use of specific policies and procedures to provide an acceptable, consistent service quality, would best be described as using the personalized approach for customer service.

What is the difference between personalized services and standardized services?

Which of the following is an excellent source of information about a retailer's offering that helps in increasing customer satisfaction?

What are the five customer service characteristics that affect customer's opinions of service quality and what constitutes customer satisfaction?

Richard purchased a coffee maker from Amazon. As he was completing his purchase, the site suggested some brands of coffee for him to purchase. This is an example of

The ________ can be closed by developing specific guidelines and systems for delivering high-quality service.

When Donna ordered a refrigerator, she expected the people who delivered it to install the refrigerator. However, the refrigerator was left at her door, and Donna's expectations were not met. Which of the following terms best describes the given scenario?

Empowerment means allowing employees at a firm's lowest levels to make important decisions regarding how service will be provided to customers.

A retailer would be reducing the ________ by developing a better understanding of customer expectations and perceptions.

Dust-free, clean, and organized stores with updated dressing rooms and kiosks are examples of a retailer's commitment to customer service through

________ is the perceived fairness of the process used to resolve complaints.

Introduction to the World of Retailing

Types of Retailers

Multichannel and Omnichannel Retailing

Customer Buying Behavior

Retail Market Strategy

Financial Strategy

Retail Locations

Retail Site Location

Information Systems and Supply Chain Management

Customer Relationship Management

Managing the Merchandise Planning Process

Buying Merchandise

Retail Pricing

Retail Communication Mix

Human Resources and Managing the Store

Store Layout, Design, and Visual Merchandising

Filters