Question 1

List any five initiatives to provide excellent customer service.

Accepted Answer

Each customer encounter moves through th

Question 2

Which of the following is an example of ethical behavior?

Accepted Answer

A)  An employee who reports a theft carried out by another employee. 
B)  Making personal phone calls from the office's telephone. 
C)  Providing or substituting an expensive product for an inferior one. 
D)  Providing nonstandard parts but charging for factory parts. 
A)  An employee who reports a theft carried out by another employee. 
B)  Making personal phone calls from the office's telephone. 
C)  Providing or substituting an expensive product for an inferior one. 
D)  Providing nonstandard parts but charging for factory parts.

Question 3

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 4

Which of the following best describes average service?

Accepted Answer

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

Question 5

Use closed body language and few verbal cues to let customers know you are glad they are at your organization.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Which of the following categories of partners include 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 8

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

Question 9

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

Accepted Answer

A)  When addressing a customer, 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, 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 10

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 11

_____ are mailed or e-mailed to people who have contacted an organization to get information,make a purchase,or use a service.

Accepted Answer

A)  Customer comment cards 
B)  Automated surveys 
C)  Customer surveys 
D)  Service contact surveys 
A)  Customer comment cards 
B)  Automated surveys 
C)  Customer surveys 
D)  Service contact surveys

Question 12

Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?

Accepted Answer

A)  Sales and service records 
B)  Automated surveys 
C)  Customer comment cards 
D)  Shopper surveys 
A)  Sales and service records 
B)  Automated surveys 
C)  Customer comment cards 
D)  Shopper surveys

Question 13

Customer loyalty is a rational thing rather than an emotional one.

Accepted Answer

A) True 
 B)False

Question 14

Customer relationship management is a crucial element of customer loyalty.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

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

List any five initiatives to provide excellent customer service.

Which of the following is an example of ethical behavior?

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

Which of the following best describes average service?

Use closed body language and few verbal cues to let customers know you are glad they are at your organization.

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

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

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

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

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

_____ are mailed or e-mailed to people who have contacted an organization to get information,make a purchase,or use a service.

Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?

Customer loyalty is a rational thing rather than an emotional one.

Customer relationship management is a crucial element of customer loyalty.

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

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 initiatives to provide excellent customer service.

Which of the following is an example of ethical behavior?

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

Which of the following best describes average service?

Use closed body language and few verbal cues to let customers know you are glad they are at your organization.

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

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

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

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

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

_____ are mailed or e-mailed to people who have contacted an organization to get information,make a purchase,or use a service.

Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?

Customer loyalty is a rational thing rather than an emotional one.

Customer relationship management is a crucial element of customer loyalty.

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

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