Question 1

List any five tips that would help employers/employees to provide quality customer service.

Accepted Answer

To provide quality customer service employers/employees should:
- Pay attention
- Handle complaints effectively
- Sell benefits,not features
- Know your competition
- Do the unexpected

Question 2

_____ conducted by greeters,hosts,or hostesses as customers leave a facility.

Accepted Answer

A)  Customer survey 
B)  Exit interviews 
C)  Follow-up telephone surveys 
D)  Shopper surveys 
A)  Customer survey 
B)  Exit interviews 
C)  Follow-up telephone surveys 
D)  Shopper surveys B

Question 3

List any five ways to show respect for to customers.

Accepted Answer

Some easy ways to show respect to the customer include the following.
- Address customer,last name or title
- Stop talking when the customer begins to talk
- Take time to address the customer's question
- Return calls within reasonable amount of time
- Show up on time for scheduled meetings

Question 4

Which of the following best describes unsatisfactory service?

Accepted Answer

A)  Service at this level is unacceptable and typically leads to a breakdown. 
B)  Service at this level is out of the ordinary and unexpected. 
C)  Service at this level is what is expected by a customer. 
D)  Service at this level is not as expected and disappoints customers. 
A)  Service at this level is unacceptable and typically leads to a breakdown. 
B)  Service at this level is out of the ordinary and unexpected. 
C)  Service at this level is what is expected by a customer. 
D)  Service at this level is not as expected and disappoints customers.

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Which of the following best describes exemplary service?

Accepted Answer

A)  Service at this level goes beyond the normal and may pleasantly surprise the customer. 
B)  Service at this level is unacceptable and typically leads to a breakdown. 
C)  Service at this level is not as expected and disappoints customers. 
D)  Service at this level is out of the ordinary and unexpected. 
A)  Service at this level goes beyond the normal and may pleasantly surprise the customer. 
B)  Service at this level is unacceptable and typically leads to a breakdown. 
C)  Service at this level is not as expected and disappoints customers. 
D)  Service at this level is out of the ordinary and unexpected.

Question 7

Identify the true statement of customer relationship management from the following.

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 8

Which of the following statements best defines customer satisfaction?

Accepted Answer

A)  It refers to a five step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected. 
B)  It refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one. 
C)  It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations. 
D)  It refers to the process of a customer switching between products or companies, often simply to get a better price, contract, rebate, or warranty. 
A)  It refers to a five step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected. 
B)  It refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one. 
C)  It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations. 
D)  It refers to the process of a customer switching between products or companies, often simply to get a better price, contract, rebate, or warranty.

Question 9

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

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 best describes below average service?

Accepted Answer

A)  Service at this level is not as expected and disappoints customers. 
B)  Service at this level is what is expected by a customer. 
C)  Service at this level is out of the ordinary and unexpected. 
D)  Service at this level goes beyond the normal and may pleasantly surprise the customer. 
A)  Service at this level is not as expected and disappoints customers. 
B)  Service at this level is what is expected by a customer. 
C)  Service at this level is out of the ordinary and unexpected. 
D)  Service at this level goes beyond the normal and may pleasantly surprise the customer.

Question 12

Initiative applies only to external customer situations.

Accepted Answer

A) True 
 B)False

Question 13

One way to address customer needs is to anticipate them.

Accepted Answer

A) True 
 B)False

Question 14

To create a social bond with customers,take time to just say hello without treating anyone as an individual.

Accepted Answer

A) True 
 B)False

Question 15

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 16

Short term customer relationships are the ones that sustain organizations.

Accepted Answer

A) True 
 B)False

Question 17

The most important thing to remember about trust is that,without it,you have no relationship.

Accepted Answer

A) True 
 B)False

Question 18

A tip that can help provide quality service to customers is:

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)  to focus on features of a product or service and not 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)  to focus on features of a product or service and not its benefits. 
D)  deny accountability while attending to the customer.

Question 19

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

Question 20

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

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?

List any five tips that would help employers/employees to provide quality customer service.

_____ conducted by greeters,hosts,or hostesses as customers leave a facility.

List any five ways to show respect for to customers.

Which of the following best describes unsatisfactory service?

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

Which of the following best describes exemplary service?

Identify the true statement of customer relationship management from the following.

Which of the following statements best defines customer satisfaction?

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

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

Which of the following best describes below average service?

Initiative applies only to external customer situations.

One way to address customer needs is to anticipate them.

To create a social bond with customers,take time to just say hello without treating anyone as an individual.

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

Short term customer relationships are the ones that sustain organizations.

The most important thing to remember about trust is that,without it,you have no relationship.

A tip that can help provide quality service to customers is:

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

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

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

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

List any five tips that would help employers/employees to provide quality customer service.

_____ conducted by greeters,hosts,or hostesses as customers leave a facility.

List any five ways to show respect for to customers.

Which of the following best describes unsatisfactory service?

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

Which of the following best describes exemplary service?

Identify the true statement of customer relationship management from the following.

Which of the following statements best defines customer satisfaction?

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

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

Which of the following best describes below average service?

Initiative applies only to external customer situations.

One way to address customer needs is to anticipate them.

To create a social bond with customers,take time to just say hello without treating anyone as an individual.

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

Short term customer relationships are the ones that sustain organizations.

The most important thing to remember about trust is that,without it,you have no relationship.

A tip that can help provide quality service to customers is:

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

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

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Filters