Question 1

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ________.

Accepted Answer

A)  offshoring 
B)  downsizing 
C)  networking 
D)  outsourcing 
A)  offshoring 
B)  downsizing 
C)  networking 
D)  outsourcing

Question 2

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ________.

Accepted Answer

A)  outsourcing 
B)  offshoring 
C)  service 
D)  training 
A)  outsourcing 
B)  offshoring 
C)  service 
D)  training

Question 3

Which of the following statements best describes the term "e-commerce?"

Accepted Answer

A)  It refers to an entire spectrum of companies that market products and services on the Internet and through other technology. 
B)  It is a trade agreement entered into by the United States, Canada, and Mexico to help eliminate barriers to trade. 
C)  It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization. 
D)  It refers to the group of companies operated by the federal government that sells products free of cost. 
A)  It refers to an entire spectrum of companies that market products and services on the Internet and through other technology. 
B)  It is a trade agreement entered into by the United States, Canada, and Mexico to help eliminate barriers to trade. 
C)  It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization. 
D)  It refers to the group of companies operated by the federal government that sells products free of cost.

Question 4

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

Accepted Answer

A) True 
 B)False

Question 5

Organizations such as the International Council of Customer Service Organizations (ICCSO) work to help develop and promote service and professional excellence standards throughout the world.

Accepted Answer

A) True 
 B)False

Question 6

Define e-commerce.

Accepted Answer

E-commerce refers to the entir

Question 7

The goals of providing customer service are similar despite the differences between organizations in their focus.

Accepted Answer

A) True 
 B)False

Question 8

Offshoring refers to the practice of contracting with third-party companies outside the organization.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

Accepted Answer

A)  A majority of consumers have started to act on impulse and buy whatever they desire to buy. 
B)  Consumers have begun to reevaluate their paradigm or the way they look at products. 
C)  A large number of consumers are opting to buy rather than rent homes, cars, and clothes. 
D)  Consumers have begun to shift from a cautious spending approach to a cutting back mentality. 
A)  A majority of consumers have started to act on impulse and buy whatever they desire to buy. 
B)  Consumers have begun to reevaluate their paradigm or the way they look at products. 
C)  A large number of consumers are opting to buy rather than rent homes, cars, and clothes. 
D)  Consumers have begun to shift from a cautious spending approach to a cutting back mentality.

Question 10

Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.

Accepted Answer

A) True 
 B)False

Question 11

Employees of other departments or branches, coworkers, and other people who work within the same organization are ________

Accepted Answer

A)  external customers 
B)  internal customers 
C)  online customers 
D)  current customers 
A)  external customers 
B)  internal customers 
C)  online customers 
D)  current customers

Question 12

According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade, finance, insurance, and the federal government are examples of the ________.

Accepted Answer

A)  service sector 
B)  primary sector 
C)  public sector 
D)  private sector 
A)  service sector 
B)  primary sector 
C)  public sector 
D)  private sector

Question 13

External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.

Accepted Answer

A) True 
 B)False

Question 14

Older workers are more likely than younger workers to be short-tenured employees.

Accepted Answer

A) True 
 B)False

Question 15

Define the service sector and list a few industries that it covers.

Accepted Answer

Service sector refers to organizations a

Question 16

Motivated and competent workers are the key to making a difference in customer service.

Accepted Answer

A) True 
 B)False

Question 17

________ refer(s) to the products or services offered by an organization.

Accepted Answer

A)  Outsourcing 
B)  Offshoring 
C)  Deliverables 
D)  Networking 
A)  Outsourcing 
B)  Offshoring 
C)  Deliverables 
D)  Networking

Question 18

The ________ includes any element of an organization that a customer experiences.

Accepted Answer

A)  human resource 
B)  organizational culture 
C)  service environment 
D)  service recovery 
A)  human resource 
B)  organizational culture 
C)  service environment 
D)  service recovery

Question 19

Service providers invest large amounts of money in training employees because ________.

Accepted Answer

A)  they lose business and revenue if they do not meet the service expectations of customers 
B)  they are unaffected by the economic recession and massive job losses 
C)  a larger number of consumers are opting to buy rather than rent homes and cars 
D)  consumers act on impulse and purchase any product or service that they desire to buy 
A)  they lose business and revenue if they do not meet the service expectations of customers 
B)  they are unaffected by the economic recession and massive job losses 
C)  a larger number of consumers are opting to buy rather than rent homes and cars 
D)  consumers act on impulse and purchase any product or service that they desire to buy

Question 20

________ is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.

Accepted Answer

A)  Networking 
B)  Telecommuting 
C)  Globalization 
D)  Deregulation 
A)  Networking 
B)  Telecommuting 
C)  Globalization 
D)  Deregulation

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ________.

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ________.

Which of the following statements best describes the term "e-commerce?"

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

Organizations such as the International Council of Customer Service Organizations (ICCSO) work to help develop and promote service and professional excellence standards throughout the world.

Define e-commerce.

The goals of providing customer service are similar despite the differences between organizations in their focus.

Offshoring refers to the practice of contracting with third-party companies outside the organization.

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.

Employees of other departments or branches, coworkers, and other people who work within the same organization are ________

According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade, finance, insurance, and the federal government are examples of the ________.

External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.

Older workers are more likely than younger workers to be short-tenured employees.

Define the service sector and list a few industries that it covers.

Motivated and competent workers are the key to making a difference in customer service.

________ refer(s) to the products or services offered by an organization.

The ________ includes any element of an organization that a customer experiences.

Service providers invest large amounts of money in training employees because ________.

________ is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.

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

Encouraging Customer Loyalty

Filters

Exam 1: The Word of Customer Service

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ________.

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ________.

Which of the following statements best describes the term "e-commerce?"

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

Organizations such as the International Council of Customer Service Organizations (ICCSO) work to help develop and promote service and professional excellence standards throughout the world.

Define e-commerce.

The goals of providing customer service are similar despite the differences between organizations in their focus.

Offshoring refers to the practice of contracting with third-party companies outside the organization.

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.

Employees of other departments or branches, coworkers, and other people who work within the same organization are ________

According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade, finance, insurance, and the federal government are examples of the ________.

External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.

Older workers are more likely than younger workers to be short-tenured employees.

Define the service sector and list a few industries that it covers.

Motivated and competent workers are the key to making a difference in customer service.

________ refer(s) to the products or services offered by an organization.

The ________ includes any element of an organization that a customer experiences.

Service providers invest large amounts of money in training employees because ________.

________ is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.

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

Encouraging Customer Loyalty

Filters