Chapter 1 unit 1
According to current trends, which job types are expected to see the most growth?
-Food service -Healthcare -Technology
According to the US Bureau of Labor Statistics, which two of these job categories are expected to see the fastest growth over the next few years?
-Healthcare -Social service
Which two of the following are characteristics of the current United States labor force?
-Older -More racially diverse
Which groups are projected to increase their labor force participation over the next decade?
-People over 65 -Women between 25 and 54
Which of the following are the most likely areas of customer satisfaction or dissatisfaction?
-Quality -Service -Quantity
When pursing job candidates, Global Industries employs a rigorous process that includes background checks, social media reviews, and a multi-tiered interview process. This process demonstrates _____.
A recognition of the importance of selecting and retaining qualified human resources
What was a key factor in the growth of the service sector in the United States following World War II?
An increase in average incomes created higher demand for services
___ is the term given to the group of people born between 1946 and 1964.
Baby- boom generation
What is the term that was adopted in the early days of customer service when many people stated small business in their homes and bartered products or services with neighbors?
Cottage industries
Organizational ____ is made up of subcomponents and is what the customer experiences in an organization.
Culture
Subs Above is a sandwich franchise that advertises the fastest preparation and delivery of orders amongst its competitors. The company stresses cooperation and support among employees and donates all of its leftover food to a local food bank. Every employee is trained to make sure these concepts are applied to every order. This reflects the Subs Above organizational ____.
Culture
What term describes the feeling of a person whose needs have been met by an organization?
Customer satisfaction
What term describes the ability of knowledgeable, capable, and enthusiastic employees to deliver products to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word- of- mouth publicity and return business?
Customer service
Which area of business is monitored by quality standards such as the ISO 9000?
Customer service
Which of these statements is accurate regarding the importance of providing customer satisfaction?
Customers share their experiences via social media which can positively or negatively impact business growth.
What term describes the method used by an organization to provide services and products to its customers?
Delivery systerm
As the chief economist for the company, it is Beto's job to illustrate shifts in consumer behavior in the various markets the company sells to. The graphs he creates to show this are used to predict future trends. What tool is Beto using to show these consumer behavior shifts?
Demand curve
In 1984, "Ma Bell" was the giant of the telephone industry; however, the introduction of ____ saw the company break up into many smaller communication companies.
Deregulation
What term describes the removal of government restrictions on an industry?
Deregulation
What term describes the spectrum of companies that market products and services through technology as well as the process through which consumers access them?
E-commerce
What was a primary goal of the North American Free Trade Agreement?
Eliminate barriers to trade between member countries
BREXIT refers to the decision by the United Kingdom to leave the ___.
European Union
____ customers are those people outside the organization who purchase or lease products and services.
External
Kris is a project manager for an appliance manufacturer that has distribution contracts with national retailers including Best Buy and Home Depot. She hosts weekly conference calls to share internal production status, delivery plans and to address any concerns. These conference calls are an example of ___.
External customer support
When worldwide trade barriers started to come down, a variety of factors contributed to expanded international cooperation and competition. What term describes this trend?
Globalization
Following World War II, the number of people in service occupations ____.
Grew
What term describes the employees of an organization?
Human resources
When considering aspects of a delivery system, which of the following strategies should a company consider?
Identify customer expectations now and how they may change in the future.
Customers are people within the organization who either require support and service or provide information, products, and services to service providers.
Internal
Which customers come from within the company, such as co-workers and supervisors?
Internal
Meredith and Samira work on the same marketing team at Miller's Electronics Corp. They interact with Keith who works for a public relations firm. Keith helps Meredith and Samira coordinate their upcoming event at which Tina, the president of Miller's Electronics will speak. Which of these people is an example of an external customer for Miller's Electronics Corp?
Keith
What does a learning organization rely on most to attain competitive advantage?
Knowledge
Identify the business-to -business transaction among the following.
LionShare Inc. procures raw materials from Sky Life LLC.
Which of these examples illustrates an internal customer relationship?
Marsha works in a high school office and provides daily reports to the principal.
Which of the following is a reason why more jobs today are likely to develop in major metropolitan areas?
Metropolitan areas offer more access to professional networks and collaborative exchanges.
Which of the following is an example of offshoring?
Mini Comp Inc., shut down its production facility in Belgium and set up a new facility in China.
What is a company doing when it practices offshoring?
Moving business functions from one country to another country
Jennifer runs a small greeting card business and also sits on the governing board of a non-profit group. Another board member told her about a company in Tennessee that could help her bring down the cost of printing her greeting cards. This scenario is an example of ___.
Networking
is the process of building relationships and sharing resources both inside and outside of an organization
Networking
The ____ _____ Free Trade Agreement made it easier for many US-based companies to relocate and send jobs across borders in order to find less expensive labor forces.
North American
Which of the following is an example of networking?
Pico Inc., conducts weekly meetings with suppliers to ensure that all internal operations run smoothly.
Which of the following is an example of telecommuting?
Ruth works from home on Tuesdays and Thursdays and replies to colleagues' queries by phone or e-mail.
Pyotyr is a brand manager for the firm Zoey's Inc. His organization provides security services for various multinational companies. In this scenario, what is the deliverable?
Security services
The customer service environment is made up of the customer, organizational culture, human resources, products, delivery systems, and _____.
Service
What term is used to describe the trend in which businesses have shifted from primarily production and manufacturing to the delivery of services?
Service economy
It is anticipated that the U.S. labor force will grow at a slightly ___ rate than in previous decades.
Slower
An employee of Acme Corporation is asked to respond to a customer complaint. Which of the following is an important goal for this employee when interacting with this customer?
Take clear ownership of the customer contact situation.
Marta injured her ankle while traveling. She was advised by the doctors not to travel everyday. Marta's employer asked her to work from home and send in her weekly reports via e-mail. In this scenario, Marta is using ____ to get her work done.
Telecommuting
It is anticipated that the need for customer service professionals in the health care industry will grow rapidly. This is happening in part because of ____.
The aging of society
Julia was born in the year 1954. What generation does she belong to?
The baby-boomers
What should be the central focus of all workplace efforts?
The customer
The owner of a custom T-shirt and promotional merchandise business conducts a monthly analysis of sales and examines trends that may impact demand. What economic strategy strategy is this owner using?
The use of demand curves to anticipate customer activities and direct resources accordingly
Which of the following is characteristic of the "baby-boom" generation?
They are working longer out of economic necessity.
What is an advantage of machines and equipment doing the work instead of people?
They can work 24 hours a day
True or False: Organizational culture is a component of an organization's customer service environment.
True
The BREXIT firestorm resulted when the ___ decided to exit the European Union.
United Kingdom
Raj will be graduating in May with a degree in marketing and advertising. He is finding that 90% of the job opportunities in his field are located in urban areas. What statement below might explain his experience with the distribution of job opportunities?
Urban areas provide easier access to peers, suppliers, customers, and the most current business practices
Individualism and equality are examples of ___ held by many people of the United States.
Values
Which statement accurately describes how values play a role in customer service?
Values impact how individuals approach relationships which can affect what they need from a company.
Which of the following is a direct result of women earning higher incomes?
Women have more disposable income.
Which of the following is a result of more women entering the workforce?
Women have seen their income levels slowly rise.
A consumer who is relaxing at home buys a pair of jeans from an online store. Which of the following terms best describes this activity?
e-commerce
The two types of customers with which employees at every company regularly interact are ____.
internal and external
Marco makes and sells woolen sweatshirts from his home. In this scenario, Marco ___.
is part of the cottage industries
Lamar works as a salesperson at a local sporting goods store. He carries an iPad and uses it to query product information, check inventories, process sales, and arrange deliveries for customers. The use of the iPad in this way is an example of ___.
technology enhancing Lamar's efficiency in serving customers
Which aspect of the customer service environment is not under the control of the service provider?
the customer
What is the primary motivation for deregulation in the United States?
to allow competition to flourish
Why do firms use telecommuting as one of their business strategies?
to reduce corporate overhead such as office space
