Question 1

Short-term customer relationships are the ones that sustain organizations.

Accepted Answer

A) True 
 B)False

Question 2

The ________ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

Accepted Answer

A)  indirect 
B)  tactical 
C)  transactional 
D)  strategic 
A)  indirect 
B)  tactical 
C)  transactional 
D)  strategic

Question 3

By effectively managing channel partner relationships, retail and service pricing can be kept down.

Accepted Answer

A) True 
 B)False

Question 4

List the five steps of the planning process model.

Accepted Answer

The planning process model is a five-ste

Question 5

Technological advancement has failed to impact customer loyalty.

Accepted Answer

A) True 
 B)False

Question 6

Which statement below is most appropriate to use when you want to show appreciation to a customer?

Accepted Answer

A)  "That color really looks good on you." 
B)  "That is a beautiful tie." 
C)  "It's nice to see you this morning." 
D)  "Are you feeling OK?" 
A)  "That color really looks good on you." 
B)  "That is a beautiful tie." 
C)  "It's nice to see you this morning." 
D)  "Are you feeling OK?"

Question 7

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following strategies helps provide quality service to customers?

Accepted Answer

A)  Address the customer using his or her first name irrespective of their consent. 
B)  Stay aware of the competition and the products offered by the competitor. 
C)  Focus on features of a product or service rather than its benefits. 
D)  Deny accountability while attending to the customer. 
A)  Address the customer using his or her first name irrespective of their consent. 
B)  Stay aware of the competition and the products offered by the competitor. 
C)  Focus on features of a product or service rather than its benefits. 
D)  Deny accountability while attending to the customer.

Question 9

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

Accepted Answer

A) True 
 B)False

Question 10

Tom, a customer care executive, receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days. Tom needs to inform the customer of that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should ________.

Accepted Answer

A)  update the customer only when they inquire about the delay in the shipment 
B)  update the customer regarding the delay as per his own convenience 
C)  update the customer regularly and keep the customer informed of any further delay 
D)  update the customer only when he or she raises a complaint regarding non-receipt of goods 
A)  update the customer only when they inquire about the delay in the shipment 
B)  update the customer regarding the delay as per his own convenience 
C)  update the customer regularly and keep the customer informed of any further delay 
D)  update the customer only when he or she raises a complaint regarding non-receipt of goods

Question 11

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to ________.

Accepted Answer

A)  only individuals with professional credentials 
B)  experienced customer service representatives 
C)  only individuals with strong academic credentials 
D)  potentially anyone with firsthand experience 
A)  only individuals with professional credentials 
B)  experienced customer service representatives 
C)  only individuals with strong academic credentials 
D)  potentially anyone with firsthand experience

Question 12

List the components in the customer relationship management process.

Accepted Answer

There are a number of components in the

Question 13

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is an easy way to show respect to customers?

Accepted Answer

A)  When addressing a customer, always use his or her first name. 
B)  Stop talking when the customer begins to speak. 
C)  Return calls or e-mail messages at your own convenience. 
D)  Avoid eye contact with the customer lest he or she is offended. 
A)  When addressing a customer, always use his or her first name. 
B)  Stop talking when the customer begins to speak. 
C)  Return calls or e-mail messages at your own convenience. 
D)  Avoid eye contact with the customer lest he or she is offended.

Question 15

Which of the following is the next step after identifying alternatives in the planning process model?

Accepted Answer

A)  Select the best alternatives 
B)  Create an implementation plan 
C)  Examine the situation 
D)  Evaluate the situation 
A)  Select the best alternatives 
B)  Create an implementation plan 
C)  Examine the situation 
D)  Evaluate the situation

Question 16

Identify the true statement about customer relationship management.

Accepted Answer

A)  It enhances customer loyalty due to pricing and product service offerings that meet current customer needs. 
B)  It increases marketing costs because direct mail, follow-up, and other customer recruitment activities are increased. 
C)  It decreases return on investment (ROI) because marketing fails to target specific customer needs. 
D)  It increases the need to obtain new customers through marketing because current customers are not aware of offerings. 
A)  It enhances customer loyalty due to pricing and product service offerings that meet current customer needs. 
B)  It increases marketing costs because direct mail, follow-up, and other customer recruitment activities are increased. 
C)  It decreases return on investment (ROI) because marketing fails to target specific customer needs. 
D)  It increases the need to obtain new customers through marketing because current customers are not aware of offerings.

Question 17

Projecting a positive personal image is a crucial element in communicating an "I care" attitude to customers.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is the next step after examine and evaluate in the planning process model?

Accepted Answer

A)  Create an implementation plan 
B)  Set a goal 
C)  Identify alternatives 
D)  Evaluate alternatives 
A)  Create an implementation plan 
B)  Set a goal 
C)  Identify alternatives 
D)  Evaluate alternatives

Question 19

A customer's perception of quality service is often one of the prime reasons for his or her return.

Accepted Answer

A) True 
 B)False

Question 20

________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

Accepted Answer

A)  Customer retention model 
B)  Customer relationship management 
C)  Total quality management 
D)  Planning process model 
A)  Customer retention model 
B)  Customer relationship management 
C)  Total quality management 
D)  Planning process model

Short-term customer relationships are the ones that sustain organizations.

The ________ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

By effectively managing channel partner relationships, retail and service pricing can be kept down.

List the five steps of the planning process model.

Technological advancement has failed to impact customer loyalty.

Which statement below is most appropriate to use when you want to show appreciation to a customer?

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

Which of the following strategies helps provide quality service to customers?

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to ________.

List the components in the customer relationship management process.

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .

Which of the following is an easy way to show respect to customers?

Which of the following is the next step after identifying alternatives in the planning process model?

Identify the true statement about customer relationship management.

Projecting a positive personal image is a crucial element in communicating an "I care" attitude to customers.

Which of the following is the next step after examine and evaluate in the planning process model?

A customer's perception of quality service is often one of the prime reasons for his or her return.

________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

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

Short-term customer relationships are the ones that sustain organizations.

The ________ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

By effectively managing channel partner relationships, retail and service pricing can be kept down.

List the five steps of the planning process model.

Technological advancement has failed to impact customer loyalty.

Which statement below is most appropriate to use when you want to show appreciation to a customer?

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

Which of the following strategies helps provide quality service to customers?

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to ________.

List the components in the customer relationship management process.

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .

Which of the following is an easy way to show respect to customers?

Which of the following is the next step after identifying alternatives in the planning process model?

Identify the true statement about customer relationship management.

Projecting a positive personal image is a crucial element in communicating an "I care" attitude to customers.

Which of the following is the next step after examine and evaluate in the planning process model?

A customer's perception of quality service is often one of the prime reasons for his or her return.

________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

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