Question 1

Why is it important to empower employees for quick resolution of customer problems?

Accepted Answer

Customer satisfaction is affected by the

Question 2

Tyson orders pizzas at a take-out restaurant and is told that the order would be ready in twenty minutes. After waiting for almost half an hour, he is told that his order was taken up just five minutes ago and that the pizzas would be ready in 45 minutes. Which of the following service gaps is exemplified in this scenario?

Accepted Answer

A)  Market gap 
B)  Communications gap 
C)  Knowledge gap 
D)  Delivery gap 
E)  Research gap 
A)  Market gap 
B)  Communications gap 
C)  Knowledge gap 
D)  Delivery gap 
E)  Research gap

Question 3

An electronic retailer surveys its customers to understand the factors that they consider before making a purchase decision. The retailer is trying to bridge the ________ by using customer research.

Accepted Answer

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

Question 4

Personalized service

Accepted Answer

A)  does not require trained employees. 
B)  is more consistent than standardized service. 
C)  increases the consistency of service quality. 
D)  is based on establishing a set of rules for providing service. 
E)  depends on the judgment and capability of service providers. 
A)  does not require trained employees. 
B)  is more consistent than standardized service. 
C)  increases the consistency of service quality. 
D)  is based on establishing a set of rules for providing service. 
E)  depends on the judgment and capability of service providers.

Question 5

A radio advertisement announced that Dan's Ice Cream would be open until 10:00 p.m. on Friday evenings. Norm reached the store by 9:45 p.m. to buy an ice cream cone. The store was locked and a sign on the door said that the store closes at 9:00 p.m. This scenario is an example of a

Accepted Answer

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

Question 6

Service excellence will occur only when the

Accepted Answer

A)  top management provides leadership and demonstrates commitment. 
B)  top management refrains from empowering front-line service providers. 
C)  top management centralizes its decision-making activities. 
D)  retailer sets service standards based on internal operations rather than customers' perceptions. 
E)  retailer provides standardized services rather than personalized services when purchase decisions involve high risks. 
A)  top management provides leadership and demonstrates commitment. 
B)  top management refrains from empowering front-line service providers. 
C)  top management centralizes its decision-making activities. 
D)  retailer sets service standards based on internal operations rather than customers' perceptions. 
E)  retailer provides standardized services rather than personalized services when purchase decisions involve high risks.

Question 7

Retailers can minimize the time taken to get a problem resolved and increase customer satisfaction by

Accepted Answer

A)  assuming what the customer is complaining about or what solution the customer is seeking. 
B)  minimizing the personal attention given to the customer and resolving the problem abruptly. 
C)  empowering the first contact employee to act quickly to solve the problem. 
D)  referring the customer to several different employees to get the problem resolved. 
E)  directing customers to leave feedback on the store's website. 
A)  assuming what the customer is complaining about or what solution the customer is seeking. 
B)  minimizing the personal attention given to the customer and resolving the problem abruptly. 
C)  empowering the first contact employee to act quickly to solve the problem. 
D)  referring the customer to several different employees to get the problem resolved. 
E)  directing customers to leave feedback on the store's website.

Question 8

________ is the ability to perform the service dependably, accurately, and as promised.

Accepted Answer

A)  Reliability 
B)  Assurance 
C)  Tangibility 
D)  Empathy 
E)  Responsiveness 
A)  Reliability 
B)  Assurance 
C)  Tangibility 
D)  Empathy 
E)  Responsiveness

Question 9

Customers are satisfied when their expectations exceed the perceived service.

Accepted Answer

A) True 
 B)False

Question 10

What are the steps involved in effective service recovery?

Accepted Answer

The steps in effective service

Question 11

Customer expectations are based on a customer's knowledge and experiences.

Accepted Answer

A) True 
 B)False

Question 12

The difference between the service promised by a retailer and the service actually delivered is known as the

Accepted Answer

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

Question 13

Bronson has shopped at several toy stores. However, he really likes The Toy Corner because of the broad assortment offered for different age groups. Moreover, if a particular toy is not available at the store, Bronson can place an order and have it delivered directly to his home at a discounted price. Hence, Bronson feels that the service offered by The Toy Corner

Accepted Answer

A)  is poor due to lack of instrumental support. 
B)  does not conform to promised delivery dates. 
C)  exceeds customer expectations. 
D)  does not provide value to customers. 
E)  is limited to specific customers. 
A)  is poor due to lack of instrumental support. 
B)  does not conform to promised delivery dates. 
C)  exceeds customer expectations. 
D)  does not provide value to customers. 
E)  is limited to specific customers.

Question 14

Hector ordered a model fighter jet at a discounted price of $22 from a hobby catalog. However, he was charged an extra $10 for shipping charges that were not mentioned anywhere on the catalog. He decided never to buy anything from that catalog again. Due to a ________, the catalog retailer lost a customer.

Accepted Answer

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

Question 15

Retailers can reduce the delivery gap by

Accepted Answer

A)  setting service standards based on internal operations rather than customers' perceptions. 
B)  providing employees the necessary skills and knowledge. 
C)  dwelling primarily on the negative aspects of customer problems. 
D)  providing standardized rather than personalized services for purchases involving high risk. 
E)  setting service goals that are broad and intangible. 
A)  setting service standards based on internal operations rather than customers' perceptions. 
B)  providing employees the necessary skills and knowledge. 
C)  dwelling primarily on the negative aspects of customer problems. 
D)  providing standardized rather than personalized services for purchases involving high risk. 
E)  setting service goals that are broad and intangible.

Question 16

When Peridot, a department store, centralized all its buying activities, the store and department managers were able to spend more time working with sales associates and talking with customers. As a result, the company was able to better understand the expectations of the customers. Which of the following gaps was reduced as a result of the centralization process?

Accepted Answer

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

Question 17

Thelma goes to collect her clothes from a dry-cleaning store at 8 p.m. The store guarantees a 24-hour pick-up service in all of its advertisements. However, she is disappointed to find that the pick-up service is available only between 11 a.m. and 7 p.m. This is an example of a

Accepted Answer

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

Question 18

Which of the following actions is a way to reduce the delivery gap?

Accepted Answer

A)  Reducing instrumental support 
B)  Empowering employees at the firm's lowest level 
C)  Assuming what the customer is about complain 
D)  Interrupting customers when they explain their problem 
E)  Adopting an antagonistic approach toward customers 
A)  Reducing instrumental support 
B)  Empowering employees at the firm's lowest level 
C)  Assuming what the customer is about complain 
D)  Interrupting customers when they explain their problem 
E)  Adopting an antagonistic approach toward customers

Question 19

________ makes it hard to provide and maintain high-quality service because retailers cannot easily measure or check the service before it gets delivered to customers.

Accepted Answer

A)  Intangibility 
B)  Flexibility 
C)  Assurance 
D)  Empathy 
E)  Instrumental support 
A)  Intangibility 
B)  Flexibility 
C)  Assurance 
D)  Empathy 
E)  Instrumental support

Question 20

From a retailer's perspective, which of the following is a good rule for resolving customer complaints?

Accepted Answer

A)  Motivate store employees to assume they know what the customer is complaining about. 
B)  Interrupt customers when they are airing their complaints. 
C)  Allow the customers to complain if they feel they have not been treated properly. 
D)  Instruct store employees to assume what solution the customer is seeking. 
E)  Encourage store employees to have an antagonistic attitude when handling customer complaints. 
A)  Motivate store employees to assume they know what the customer is complaining about. 
B)  Interrupt customers when they are airing their complaints. 
C)  Allow the customers to complain if they feel they have not been treated properly. 
D)  Instruct store employees to assume what solution the customer is seeking. 
E)  Encourage store employees to have an antagonistic attitude when handling customer complaints.

Why is it important to empower employees for quick resolution of customer problems?

An electronic retailer surveys its customers to understand the factors that they consider before making a purchase decision. The retailer is trying to bridge the ________ by using customer research.

Personalized service

A radio advertisement announced that Dan's Ice Cream would be open until 10:00 p.m. on Friday evenings. Norm reached the store by 9:45 p.m. to buy an ice cream cone. The store was locked and a sign on the door said that the store closes at 9:00 p.m. This scenario is an example of a

Service excellence will occur only when the

Retailers can minimize the time taken to get a problem resolved and increase customer satisfaction by

________ is the ability to perform the service dependably, accurately, and as promised.

Customers are satisfied when their expectations exceed the perceived service.

What are the steps involved in effective service recovery?

Customer expectations are based on a customer's knowledge and experiences.

The difference between the service promised by a retailer and the service actually delivered is known as the

Retailers can reduce the delivery gap by

Thelma goes to collect her clothes from a dry-cleaning store at 8 p.m. The store guarantees a 24-hour pick-up service in all of its advertisements. However, she is disappointed to find that the pick-up service is available only between 11 a.m. and 7 p.m. This is an example of a

Which of the following actions is a way to reduce the delivery gap?

________ makes it hard to provide and maintain high-quality service because retailers cannot easily measure or check the service before it gets delivered to customers.

From a retailer's perspective, which of the following is a good rule for resolving customer 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

Why is it important to empower employees for quick resolution of customer problems?

An electronic retailer surveys its customers to understand the factors that they consider before making a purchase decision. The retailer is trying to bridge the ________ by using customer research.

Personalized service

A radio advertisement announced that Dan's Ice Cream would be open until 10:00 p.m. on Friday evenings. Norm reached the store by 9:45 p.m. to buy an ice cream cone. The store was locked and a sign on the door said that the store closes at 9:00 p.m. This scenario is an example of a

Service excellence will occur only when the

Retailers can minimize the time taken to get a problem resolved and increase customer satisfaction by

________ is the ability to perform the service dependably, accurately, and as promised.

Customers are satisfied when their expectations exceed the perceived service.

What are the steps involved in effective service recovery?

Customer expectations are based on a customer's knowledge and experiences.

The difference between the service promised by a retailer and the service actually delivered is known as the

Retailers can reduce the delivery gap by

Thelma goes to collect her clothes from a dry-cleaning store at 8 p.m. The store guarantees a 24-hour pick-up service in all of its advertisements. However, she is disappointed to find that the pick-up service is available only between 11 a.m. and 7 p.m. This is an example of a

Which of the following actions is a way to reduce the delivery gap?

________ makes it hard to provide and maintain high-quality service because retailers cannot easily measure or check the service before it gets delivered to customers.

From a retailer's perspective, which of the following is a good rule for resolving customer 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