Question 1

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 2

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

Accepted Answer

A) True 
 B)False

Question 3

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.

Question 4

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 5

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.

Question 6

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 7

Short term customer relationships are the ones that sustain organizations.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

_____ 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 B

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

Question 11

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.

Question 12

One way to address customer needs is to anticipate them.

Accepted Answer

A) True 
 B)False

Question 13

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 14

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 15

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?

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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.

Question 18

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.

Question 19

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.

Question 20

Initiative applies only to external customer situations.

Accepted Answer

A) True 
 B)False

Exam 10: Encouraging Customer Loyalty

List any five ways to show respect for to customers.

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Which of the following statements best defines customer satisfaction?

Correct Answer
verified

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

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

Short term customer relationships are the ones that sustain organizations.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
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B

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

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

Correct Answer
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One way to address customer needs is to anticipate them.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Which of the following best describes below average service?

Correct Answer
verified

Which of the following best describes exemplary service?

Correct Answer
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Which of the following best describes unsatisfactory service?

Correct Answer
verified

Initiative applies only to external customer situations.

Correct Answer
verified

Exam 10: Encouraging Customer Loyalty

List any five ways to show respect for to customers.

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements best defines customer satisfaction?

Correct AnswerverifiedShow Answer

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

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

Short term customer relationships are the ones that sustain organizations.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

One way to address customer needs is to anticipate them.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following best describes below average service?

Correct AnswerverifiedShow Answer

Which of the following best describes exemplary service?

Correct AnswerverifiedShow Answer

Which of the following best describes unsatisfactory service?

Correct AnswerverifiedShow Answer

Initiative applies only to external customer situations.

Correct AnswerverifiedShow Answer

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

Correct Answer
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Correct Answer
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Correct Answer
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B

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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