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 1.Question :(TCO 1) The first step to reduce waiting time is to:
Student Answer: Anticipate peak load times and plan staffing accordingly.
 Encourage customers to come in at times that are typically slow.
 Plan for seasonal demands.
 All of the above.

 

 2.Question :(TCO 2) Communication turnoffs often occur when employees are ignorant of:
Student Answer: The messages they are sending.
 The company’s mission statement.
 The customer’s needs.
 The store’s policies.

 

 3.Question :(TCO 3) Small companies can compete against larger ones if they offer:
Student Answer: Add-ons.
 A feeling of comfort and fit.
 Competitive pricing.
 None of the above.

 

 4.Question :(TCO 4) Value arises from a tradeoff between:
Student Answer: Expectation and reality.
 Perception and reality.
 Benefits gained and costs expended.
 Benefits gained and efforts/time expended.

 

 5.Question :(TCO 5) To enhance value through goodness of product fit:
Student Answer: Back up your product with a clear warranty so your customer will feel comfortable being able to fix a poor fit.
 Make sure you have responded to customer comments and altered your product or service accordingly.
 Think of customers as individuals, not demographic groups.
 Think of ways to allow customers to customize your product or service.

 

 6.Question :(TCO 4) If several people are asking the same question, you have:
Student Answer: An opening for superior customer service.
 An information problem.
 Parallel information deficiency.
 All of the above.

 

 7.Question :(TCO 5) Intrinsic value arises from:
Student Answer: The emphasis on product value by the provider.
 The core product or service itself.
 The perception of value by the customer.
 All of the above.

 

 8.Question :(TCO 5) The best companies to work for:
Student Answer: Typically use multi-faceted employee training.
 Treat employees as hired hands.
 Allow employees to train themselves using on-the-job training.
 None of the above.

 

 9.Question :(TCO 5) Customer convenience stems from:
Student Answer: Efficiency and value.
 Speed of service and ease of doing business.
 Personalized service and good communication.
 All of the above.

 

 10.Question :(TCO 4) Communication effectiveness is NOT best achieved when the message is:
Student Answer: Efficient.
 Received by the intended people.
 Remembered.
 Used.

 

 11.Question :(TCO 9) Excellent organizations are:
Student Answer: Fun places to work.
 Ordered by people who place a high emphasis on demeanor.
 Led by people who have the customer’s best interest at heart.
 Staffed by people who project utmost professionalism.

 

 12.Question :(TCO 8) Behavior is:
Student Answer: The non-verbal portion of communication.
 What people do.
 The characteristics that define people.
 All of the above.

 

 13.Question :(TCO 8) One problem with not seeing the person you are talking to is:
Student Answer: You can’t rely on non-verbal communication.
 You don’t know whether the person is serious.
 You can’t see the person’s eyes.
 None of the above.

 

 14.Question :(TCO 9) How far from your mouth should the telephone mouthpiece be?
Student Answer: 1/4 inch
 1/2 inch
 1 inch
 Speaker phones are best

 

 15.Question :(TCO 8) To end a call:
Student Answer: Say “thank you” for calling.
 Speak in the past tense.
 Summarize the call and what has been decided.
 All of the above.

 

 16.Question :(TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:
Student Answer: Shortcomings in treating customers with the highest degree of courtesy.
 Inability of employees to use the features of telephone and voice mail systems.
 Both A and B.
 Neither A nor B.

 

 17.Question :(TCO 10) Open communication occurs best when:
Student Answer: People feel their opinions are valued.
 People feel they will be rewarded, or at least not punished, for their opinions.
 Both A and B.

 

 18.Question :(TCO 10) Feedback is a form of:
Student Answer: Complaining.
 Coaching.
 Resolving concerns.
 Advertising.

 

 19.Question :(TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?
Student Answer: Customer surveys
 Explorer groups
 Mystery shoppers
 All of these strategies are great methods

 

 20.Question :(TCO 12) Positive language conveys more of what than negative language?
Student Answer: Helpfulness
 Productive attitude
 Information
 All of the above

 

 21.Question :(TCO 12) A good strategy with an angry customer is:
Student Answer: To be supportive once they start listening.
 To remember that they are no longer rational.
 To let them blow off steam until they calm down.
 All of the above.

 

 22.Question :(TCO 6) Assertiveness and abrasiveness are:
Student Answer: Different.
 Complementary.
 Often confused.
 Identical.

 

 23.Question :(TCO 11) An average company will lose what percentage of its customers every five years?
Student Answer: 75%
 50%
 23%
 None of the above

 

 24.Question :(TCO 13) Interactivity between businesses and customers:
Student Answer: Can generate greater market share.
 Can be seen as intrusive.
 Both A and B.
 Neither A nor B.

 

 25.Question :(TCO 13) The fastest growing population in the U.S. today is:
Student Answer: European.
 Hispanic.
 Canadian.
 Asian.

 

 1.Question :(TCO 1, 2) Evaluate the following statement. Your complaining customer is often your least valuable/most valuable customer. Back up your answer with concepts and examples.

 

 2.Question :(TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.

 

 3.Question :(TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.

 

 4.Question :(TCO 8, 9) Sometimes we walk into a store and we feel like we’re the most important person in the world. Other times, we enter a business, and we might as well be invisible. What are some examples of companies that succeed and companies that fail in engaging their customers? What are your recommendations for improvement for places you do business?

 

 5.Question :(TCO 13) Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer’s individual needs.