Question 1

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Accepted Answer

A) True 
 B)False

Question 2

Technological advancement has failed to impact customer loyalty.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is a tip to handle customers effectively?

Accepted Answer

A)  Ask closed-end questions to determine the customer's needs. 
B)  Treat as many customers as possible simultaneously to cater to all their needs. 
C)  Strive to provide exceptional service to win over the customer. 
D)  Get to know only those customers who wish to foster a long-term relationship 
A)  Ask closed-end questions to determine the customer's needs. 
B)  Treat as many customers as possible simultaneously to cater to all their needs. 
C)  Strive to provide exceptional service to win over the customer. 
D)  Get to know only those customers who wish to foster a long-term relationship

Question 4

Customer loyalty describes the tendency of customers to return to an organization because of service.

Accepted Answer

A) True 
 B)False

Question 5

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 6

A shortsighted view of customer interaction shows that:

Accepted Answer

A)  customers are viewed from a relationship standpoint. 
B)  striving to employ as many positive relationship building skills can be very beneficial. 
C)  customers interactions are viewed from a long-term perspective. 
D)  a customer calls or comes in, service is provided, and then the customer goes away. 
A)  customers are viewed from a relationship standpoint. 
B)  striving to employ as many positive relationship building skills can be very beneficial. 
C)  customers interactions are viewed from a long-term perspective. 
D)  a customer calls or comes in, service is provided, and then the customer goes away.

Question 7

Many service providers look at customer interactions from a long-term perspective.

Accepted Answer

A) True 
 B)False

Question 8

In B2B,customers are often companies.

Accepted Answer

A) True 
 B)False

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

Discuss the customer's perception of quality.

Accepted Answer

The quality of service that is experienc

Question 11

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

Accepted Answer

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

Question 12

The key element in cementing interpersonal relationships is communication.

Accepted Answer

A) True 
 B)False

Question 13

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 the delay in shipping goods in bulk in such a short span of time.Tom should:

Accepted Answer

A)  update the customer only when they enquire on 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 enquire on 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 14

A simple way of accomplishing individualized service is to ask what else the customer would like.

Accepted Answer

A) True 
 B)False

Question 15

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 16

Core values are a set of standards which guides the conduct of all employees.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

List the components in the customer relationship management process.

Accepted Answer

There are actually a number of component

Question 19

_____ 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

Question 20

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

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Technological advancement has failed to impact customer loyalty.

Which of the following is a tip to handle customers effectively?

Customer loyalty describes the tendency of customers to return to an organization because of service.

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

A shortsighted view of customer interaction shows that:

Many service providers look at customer interactions from a long-term perspective.

In B2B,customers are often companies.

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

Discuss the customer's perception of quality.

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

The key element in cementing interpersonal relationships is communication.

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 the delay in shipping goods in bulk in such a short span of time.Tom should:

A simple way of accomplishing individualized service is to ask what else the customer would like.

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.

Core values are a set of standards which guides the conduct of all employees.

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

List the components in the customer relationship management process.

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

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.

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

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Technological advancement has failed to impact customer loyalty.

Which of the following is a tip to handle customers effectively?

Customer loyalty describes the tendency of customers to return to an organization because of service.

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

A shortsighted view of customer interaction shows that:

Many service providers look at customer interactions from a long-term perspective.

In B2B,customers are often companies.

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

Discuss the customer's perception of quality.

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

The key element in cementing interpersonal relationships is communication.

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 the delay in shipping goods in bulk in such a short span of time.Tom should:

A simple way of accomplishing individualized service is to ask what else the customer would like.

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.

Core values are a set of standards which guides the conduct of all employees.

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

List the components in the customer relationship management process.

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

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.

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