Question 1

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

Accepted Answer

A) True 
 B)False  True

Question 2

Initiative applies only to external customer situations.

Accepted Answer

A) True 
 B)False  False

Question 3

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

Accepted Answer

A) True 
 B)False  True

Question 4

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

Accepted Answer

A) True 
 B)False

Question 5

Discuss the importance of the customer's perception of quality customer service.

Accepted Answer

A customer's perception of quality servi

Question 6

Which of the following categories of partners includes organizations that are intricately meshed with another company's internal operations?

Accepted Answer

A)  Indirect 
B)  Transactional 
C)  Strategic 
D)  Tactical 
A)  Indirect 
B)  Transactional 
C)  Strategic 
D)  Tactical

Question 7

The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.

Accepted Answer

A) True 
 B)False

Question 8

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

Accepted Answer

A) True 
 B)False

Question 9

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is the first step in the planning process model?

Accepted Answer

A)  Evaluate the situation 
B)  Examine the situation 
C)  Identify alternatives 
D)  Set a goal 
A)  Evaluate the situation 
B)  Examine the situation 
C)  Identify alternatives 
D)  Set a goal

Question 11

Which of the following strategies should be adopted to successfully build trust?

Accepted Answer

A)  Refrain from accepting ownership of any mistake as it projects poor performance of the organization. 
B)  Refrain from making any eye contact while attending to the customer. 
C)  Offer special incentives to attract new customers rather than focusing on current customers. 
D)  While communicating with the customer, project positivity and enthusiasm. 
A)  Refrain from accepting ownership of any mistake as it projects poor performance of the organization. 
B)  Refrain from making any eye contact while attending to the customer. 
C)  Offer special incentives to attract new customers rather than focusing on current customers. 
D)  While communicating with the customer, project positivity and enthusiasm.

Question 12

Building a good customer service relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

Accepted Answer

A) True 
 B)False

Question 13

The prime objective of following up with customers is to ________.

Accepted Answer

A)  let them know you have not forgotten them and appreciate their business 
B)  trick them into remaining loyal to your company 
C)  establish a close personal friendship with each and every customer 
D)  hand off responsibility to the customer for any service breakdowns 
A)  let them know you have not forgotten them and appreciate their business 
B)  trick them into remaining loyal to your company 
C)  establish a close personal friendship with each and every customer 
D)  hand off responsibility to the customer for any service breakdowns

Question 14

Which of the following is a poor example of fostering solid customer relationships?

Accepted Answer

A)  Waiver of transaction charges charged by financial institutions. 
B)  Complementary air and water for vehicles at gas stations. 
C)  Complementary Wi-fi Internet access to customers in a hotel. 
D)  Restocking fees charged by online retailers for returned items. 
A)  Waiver of transaction charges charged by financial institutions. 
B)  Complementary air and water for vehicles at gas stations. 
C)  Complementary Wi-fi Internet access to customers in a hotel. 
D)  Restocking fees charged by online retailers for returned items.

Question 15

________ are instances in which a customer connects with a service provider or some other aspect of an organization.

Accepted Answer

A)  Codes of ethics 
B)  Exit surveys 
C)  Contact points 
D)  Channel partners 
A)  Codes of ethics 
B)  Exit surveys 
C)  Contact points 
D)  Channel partners

Question 16

True customer loyalty tends to come about as a result of ________.

Accepted Answer

A)  the very first customer-provider encounter 
B)  the rewards customers gain from special promotions, sales or loyalty programs 
C)  an organization's concerted, ongoing efforts to meet customer expectations and needs 
D)  a customer encounter in which a problem or complaint was resolved 
A)  the very first customer-provider encounter 
B)  the rewards customers gain from special promotions, sales or loyalty programs 
C)  an organization's concerted, ongoing efforts to meet customer expectations and needs 
D)  a customer encounter in which a problem or complaint was resolved

Question 17

The concept of underpromise and overdeliver refers to ________ customer expectations.

Accepted Answer

A)  failing to meet 
B)  creating 
C)  disregarding 
D)  exceeding 
A)  failing to meet 
B)  creating 
C)  disregarding 
D)  exceeding

Question 18

Which of the below is a shortsighted view of customer interactions?

Accepted Answer

A)  A company views customers from a relationship standpoint. 
B)  A customer service representative strives to employ as many positive relationship building skills as possible. 
C)  A company views customer interactions from a long-term perspective. 
D)  After a customer calls or comes in and service is provided, the company assumes the customer no longer matters. 
A)  A company views customers from a relationship standpoint. 
B)  A customer service representative strives to employ as many positive relationship building skills as possible. 
C)  A company views customer interactions from a long-term perspective. 
D)  After a customer calls or comes in and service is provided, the company assumes the customer no longer matters.

Question 19

Which of the following is an example of ethical behavior?

Accepted Answer

A)  Reporting a theft carried out by another employee. 
B)  Misleading a customer about warranty coverage in order to make a sale. 
C)  Providing or substituting an expensive product for an inferior one. 
D)  Providing nonstandard parts, but charging for factory parts. 
A)  Reporting a theft carried out by another employee. 
B)  Misleading a customer about warranty coverage in order to make a sale. 
C)  Providing or substituting an expensive product for an inferior one. 
D)  Providing nonstandard parts, but charging for factory parts.

Question 20

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

Accepted Answer

To provide quality customer service empl

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

Initiative applies only to external customer situations.

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

Discuss the importance of the customer's perception of quality customer service.

Which of the following categories of partners includes organizations that are intricately meshed with another company's internal operations?

The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

Which of the following is the first step in the planning process model?

Which of the following strategies should be adopted to successfully build trust?

Building a good customer service relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

The prime objective of following up with customers is to ________.

Which of the following is a poor example of fostering solid customer relationships?

________ are instances in which a customer connects with a service provider or some other aspect of an organization.

True customer loyalty tends to come about as a result of ________.

The concept of underpromise and overdeliver refers to ________ customer expectations.

Which of the below is a shortsighted view of customer interactions?

Which of the following is an example of ethical behavior?

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Filters

Exam 10: Encouraging Customer Loyalty

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

Initiative applies only to external customer situations.

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

Discuss the importance of the customer's perception of quality customer service.

Which of the following categories of partners includes organizations that are intricately meshed with another company's internal operations?

The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

Which of the following is the first step in the planning process model?

Which of the following strategies should be adopted to successfully build trust?

Building a good customer service relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

The prime objective of following up with customers is to ________.

Which of the following is a poor example of fostering solid customer relationships?

________ are instances in which a customer connects with a service provider or some other aspect of an organization.

True customer loyalty tends to come about as a result of ________.

The concept of underpromise and overdeliver refers to ________ customer expectations.

Which of the below is a shortsighted view of customer interactions?

Which of the following is an example of ethical behavior?

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Filters