Business

1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8)        Offering a product flyer, information packet, video, or sample
Asking often “how am I doing”?
Making frequent eye contact
Smiling

Question 2. 2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8)        Sending birthday or holiday cards
Having employee casual dress days
Making frequent eye contact
Greeting customers within 30 seconds

Question 3. 3. (TCO 2) Which of these can be a value turnoff for customers? (Points : 8)        Price too high for quality received
Sloppy appearance, poor grooming, or annoying mannerisms
Business place dirty, messy, or cluttered
Inconvenient location, layout, parking, or access

Question 4. 4. (TCO 2) Which of these can be a systems turnoff for customers? (Points : 8)        Employees who lack knowledge or who are not helpful
Sloppy appearance, poor grooming, or annoying mannerisms
Slow service or help not available
Overly complicated or difficult to use products

Question 5. 5. (TCO 3) Which of the following is true about listening to customers? (Points : 8)        Listeners never stop listening for self-protection reasons.
You just have to hear the sounds that customers make, and nod.
You should solicit clarification as required while listening.
Communication problems never arise from information overload.

Question 6. 6. (TCO 4) Which of the following is true about customers in the zone of indifference? (Points : 8)        They are motivated.
They are not loyal customers.
They are not inert.
They are dissatisfied.

Question 7. 7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline.  Which of the following represents proper verbal behavior? (Points : 8)        Commenting on a customer’s bad clothing
Thanking a customer for their purchase
Judging another customer’s rude interaction style
Concluding a sale with “There you go.”

Question 8. 8. (TCO 6) Which of the following is true of paraphrasing? (Points : 8)        It doesn’t help focus your attention on the customer
It shows that you are actively listening
It shows that you aren’t solving the customer’s problem
It means that you aren’t paying attention

Question 9. 9. (TCO 7) Which of these is an example of true listening? (Points : 8)        Always having a script ready to respond to any situation.
Pausing to hear the whole story before offering a solution.
Nodding your head so that the customer thinks you are paying attention.
Interrupting the customer to help them finish their thoughts.

Question 10. 10. (TCO 7) Which of these is not a way that true listening helps customer service reps? (Points : 8)        It distinguishes customer service reps from the majority of ineffective listeners.
It makes customer service reps better communicators overall.
It reduces customer service representative stress.
It enhances customer service representative listening skills.

Question 11. 11. (TCO 8) Which of these is not a function of call centers? (Points : 8)        Sending customers invoices
Handling inbound calls
Handling outbound calls
Responding to billing concerns

Question 12. 12. (TCO 8) Which is true of angry customers on the phone? (Points : 8)        They don’t want positive solutions.
You should interrupt them when you get a chance.
You should empathize with them.
They don’t want positive solutions.

Question 13. 13. (TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”? (Points : 8)        High premiums for seasonal goods or popular options
Exceeding customers’ expectations and building relationships
Special offers only available to new customers
Extra charges for services that should be included in the price

Question 14. 14. (TCO 9) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8)        They are helpless
They are a new customer
They are not valued
They are not important

Question 15. 15. (TCO 10) When dealing with an upset customer, how should you view the situation? (Points : 8)        You should take it personally.
You should give the customer everything they ask for.
You should never tell them “no.”
You should try to understand their point of view.

Question 16. 16. (TCO 11) What is a firm’s likelihood of selling to a lost customer? (Points : 8)        5-10%
10-30%
20-40%
35-50%

Question 17. 17. (TCO 11) What percentage of customers who read about bad service online want to avoid doing business with the company involved? (Points : 8)        50%
100%
40%
60%

Question 18. 18. (TCO 12) If you had an issue with a “rip-off” customer, how would you start trying to resolve the conflict? (Points : 8)        Work hard at soliciting comments.
Listen carefully to be sure that you understand the complete problem.
Listen respectfully and question them carefully.
Remain unfailingly objective and use data.

Question 19. 19. (TCO 13) Which type of software focuses on aggregate customer data across the company? (Points : 8)        CXM
CRM
SaaS
Virtual dashboard

Question 20. 20. (TCO 13) What percentage of uptime is considered ideal for your company’s Web server? (Points : 8)        99.99%
99.999%
99.9%
99%
1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on who earns frequent flyer rewards, and how many of them are actually redeemed. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? (Points : 30)

Question 2. 2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is very upset. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)

Question 3. 3. (TCO 4) Explain how you would exceed customer expectations by convenience and timing. In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? (Points : 30)

Question 2. 2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is very upset. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)

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