Question 1

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 alternativesE) C) and D)
F) B) and C)

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.E) B) and D)
F) A) and B)

Question 3

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.E) All of the above
F) A) and C)

Question 4

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.E) None of the above
F) A) and D)

Question 5

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 6

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)   TacticalE) B) and C)
F) A) and C)

Question 7

List any five initiatives to provide excellent customer service.

Accepted Answer

Each customer encounter moves through th...

Question 8

_____ 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 surveysE) None of the above
F) A) and B)

Question 9

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 surveysE) B) and C)
F) A) and B)

Question 10

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 11

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 12

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

Accepted Answer

A) True 
 B)False

Question 13

Customer relationship management is a crucial element of customer loyalty.

Accepted Answer

A) True 
 B)False

Question 14

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.E) C) and D)
F) All of the above

Question 15

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.E) A) and C)
F) A) and B)

Exam 10: Encouraging Customer Loyalty

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

Correct Answer
verified

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?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

List any five initiatives to provide excellent customer service.

Correct Answer
verified
Each customer encounter moves through th...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Customer relationship management is a crucial element of customer loyalty.

Correct Answer
verified

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

Correct Answer
verified

Which of the following best describes average service?

Correct Answer
verified

Which of the following is an example of ethical behavior?

Correct Answer
verified

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.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Exam 10: Encouraging Customer Loyalty

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

List any five initiatives to provide excellent customer service.

Correct AnswerverifiedEach customer encounter moves through th...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Customer relationship management is a crucial element of customer loyalty.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following best describes average service?

Correct AnswerverifiedShow Answer

Which of the following is an example of ethical behavior?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Each customer encounter moves through th...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified