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Question 1;The future of customer service is likely to focus on;increased personalization and awareness of changing demographics.;increased mechanization.;decreased individualization.;none of these;4 points;Question 2;Point-of-sale electronic data-gathering devices allow;tracking of individual preferences.;customizing services and products to meet customer needs.;both tracking of individual preferences and customizing services and products to meet customer needs;neither tracking of individual preferences nor customizing services and products to meet customer needs;4 points;Question 3;Customized messages mean that;customers can control the ads they see.;all consumers in one demographic can be given the same message without crossover to an unrelated demographic.;both customers can control the ads they see and all consumers in one demographic can be given the same message without crossover to an unrelated demographic;neither customers can control the ads they see nor all consumers in one demographic can be given the same message without crossover to an unrelated demographic;4 points;Question 4;The Hertz Car Rental "#1 Gold Club" is an example of;a lack of transparency since not all customers get treated well.;a program targeting the loyalty of its frequent renters.;not effectively adapting to fairness expectations.;and appeal to greed.;4 points;Question 5;Customer share means the;portion of the market that a business commands.;portion of a customer's spending that a business commands.;portion of spending within an industry that a business commands.;none of these;4 points;Question 6;Keeping notes on customers and employees that you can later use in conversations is;cheating.;intrusive.;smart.;all of these;4 points;Question 7;Today's workforce has;more two-income families.;more single parents.;higher education.;all of these;4 points;Question 8;Companies that build "trustability" often find themselves giving away too much product, thus hurting profitability.;True;False;4 points;Question 9;So-called "bad profits" emphasize immediate gain over longer-term relationship building.;True;False;4 points;Question 10;Open communication occurs best when;people feel their opinions are valued.;people feel they will be rewarded, or at least not punished, for their opinions.;both people feel their opinions are valued and people feel they will be rewarded, or at least not punished, for their opinions;neither people feel their opinions are valued nor people feel they will be rewarded, or at least not punished, for their opinions;4 points;Question 11;Feedback is a form of;advertising.;complaining.;resolving concerns.;coaching.;4 points;Question 12;Regarding customer satisfaction surveys;the most important thing is what you dowith customer responses.;the more frequent the better.;should be administered to every customer or else the data will be distorted.;should be loosely worded so that the customer can express himself or herself.;4 points;Question 13;The most critical question you can ask your customer is;Are you satisfied with the product/service?;Will you return for future business?;What could we have done better?;Would you recommend us to a friend?;4 points;Question 14;Handling complaints from two to three dissatisfied people will save how many possible defections?;30-40;50-60;70-80;10-20;4 points;Question 15;What percent of customers whose complaints are dealt with report a willingness to do business with a company again?;20-35%;50-80%;30-70%;40-90%;4 points;Question 16;A quick response to a customer's problem should convey your;commitment to quality.;desire to keep the customer.;happy attitude.;willingness to fix it.;4 points;Question 17;Your first reaction to a customer's complaint;will likely determine the customer' s willingness to give additional feedback.;if face-to-face should maintain eye contact.;should include nonverbal behaviors that avoid challenging.;all of these;4 points;Question 18;The three-step process for acting on complaints does NOT include;restating the problem.;feeling empathy.;resolving the problem.;offering something more to exceed expectations.;4 points;Question 19;The customer is always right;is an excellent motto for any organization.;is the best attitude to get employees to give great service.;may distort the importance of thinking about win-win relationships, not who is right and who is wrong.;sets up companies to fail when the customer is actually wrong.;4 points;Question 20;The "Second Life Cycle" of a customer is the interaction between a recovered customer and the business.;True;False;4 points;Question 21;Giving something to the customer to make up for the problem they have had is;bad business, it causes them to complain more to get more free stuff.;going to reduce profitability in the long run.;symbolic atonement.;none of these;4 points;Question 22;Positive language conveys more of what than negative language?;productive attitude;helpfulness;information;all of these;4 points;Question 23;A good strategy with an angry customer is to;let them blow off steam until they calm down.;remember that they are no longer rational.;be supportive once they start listening.;all of these;4 points;Question 24;Which of the following behaviors is NOT characteristic of aggressive people?;setting themselves up for retaliation;using carefully chosen words to avoid manipulation;using emotionally charged terms for emphasis;being superior;4 points;Question 25;To avoid the "blanket tone" you should;express ideas in terms of individual benefit.;vary your pitch and rate.;use words that convey emotion.;all of these


Paper#31100 | Written in 18-Jul-2015

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