Fin Exam 102

What is the first step of the problem-solving process?

Identify the problem

Which statement is true of individualistic cultures?

Individuals value themselves as separate from their group.

_______________ are computer terminals that have customized software and hardware and set up in a public area where users can touch a screen display to access application for information.

Interactive kiOSKS

_____________are computer terminals that have customized software and hardware and set up in a public area where users can touch a screen display to access application for information.

Interactive kiosks

When interacting with an indecisive customer, what is a viable course of action for the service provider?

Listen actively and focus on verbal and nonverbal messages.

When serving a customer who prefers the decisive style, what is a suitable action that can be taken by the service provider?

Listen rather than defend.

What is a good strategy for preventing customer dissatisfaction?

Pamper the customer.

What is the best way to use your voice to avoid miscommunication over the telephone?

Pronounce words clearly and correctly.

What is the first step of the emotion-reducing model?

Provide a customer-focused message.

Elijah, a car salesman, is faced with a distressed customer who is unhappy with the car she bought from him. Elijah decides to use the emotion-reducing model for problem resolution. He first reassures his customer with a customer-focused message and then allows her to explain the issue and vent her emotions. Which step should Elijah undertake next to follow the emotion-reducing model?

Provide another customer-focused message

Elijah, a car salesman, is faced with a distressed customer who is unhappy with the car she bought from him. Elijah decides to use the emotion-reducing model for problem resolution. He first reassures his customer with a customer- focused message and then allows her to explain the issue and vent her emotions. Which step should Elijah undertake next to follow the emotion-reducing model?

Provide another customer-focused message.

Which statements about the role of trust is true?

Trust is an essential criterion for a relationship

Which statements about the role of trust is true?

Trust is an essential criterion for a relationship.

What is true of contemporary customers in comparison to customers of the past?

They are more discerning.

What is a potential disadvantage of technology for employees?

They could lose their jobs if they cannot master the technology.

Which statement about collective cultures is accurate?

They prefer to address conflict indirectly.

______________is defined by the cultural and psychological changes that often occur as a person is integrated into another culture and adopts the habits and beliefs of his or her new environment.

Acculturation

_____________is defined by the cultural and psychological changes that often occur as a person is integrated into another culture and adopts the habits and beliefs of his or her new environment.

Acculturation

Which person exhibits an inquisitive style?

An introverted clerk who prefers solitary leisure activities

What is the best course of action if you are unable to solve a customer's problem because of technical difficulties?

Ask for an email address and phone number so you can call them back.

_______________is a term used to describe a service center with trained providers assigned to assist customers with questions, problems, or suggestions.

Automated attendant

_________________provide callers with a menu of options from which they can select by pressing a key on their telephone pad

Automated attendant systems

When working with a customer who exhibits the inquisitive style, what is the most appropriate action?

Avoid touching the customer.

When interacting with a demanding customer, what is the best course of action for the service provider?

Be flexible and willing to listen to requests.

What is a good strategy for salvaging relationships after conflict?

Be realistic and recognize that it can be difficult to "forgive and forget."

When interacting with an angry customer, which statement is a positive course of action for the service provider?

Be willing to compromise with the customer.

What is an example of good etiquette while composing an e-mail?

Being cautious in using emoticons

What characterizes a positive customer relationship when a problem occurs?

Customers believe you are their advocate, acting in their best interests to resolve a problem.

To show respect to customers, service providers should ___

Return messages as quickly as possible

______________is a term used to describe a type of automated phone auto-dialer that delivers a personalized, prerecorded message to recipients.

Robocall

Isoke wanted to prevent problems from occurring, so she strove to address customers' concerns and leave them satisfied with the service experience. Which step in the planning process model was Isoke in?

Set a goal.

Which action taken by a service provider could enhance customer satisfaction?

Stay abreast of competition.

____________channel partners are intricately meshed with their partners' internal operations.

Tactical

Which statement about members of monochronic cultures is accurate?

The perceive deadlines as crucial elements of societal norms.

What is true of individuals who have a preference for the expressive style?

They are enthusiastic and use wide, free-flowing gestures.

For customer service providers, information learned about behavioral styles should be used to__________

adapt the approach to customer needs and situations

People demonstrating the rational style and those with the inquisitive style both_____________

are task-focused individuals

People who prefer the inquisitive style tend to__________

ask specific, pertinent questions rather than make statements of their feelings.

The_____________system is a voice recognition mechanism that queries survey respondents with questions and stores their responses

automated computer telephone interview

Net Infomatics Inc. uses physical servers to store customer-related data. To save on space, it stores a large part of its data remotely online. This is an example of___________

cloud computing

Differences between groups of people, based on their country of origin, backgrounds, and beliefs, are referred to as_________

cultural diversity

Differences between groups of people, based on their country of origin, backgrounds, and beliefs, are referred to as____________

cultural diversity

Harry almost always flies United Airlines because he is saving up miles to earn a free trip for his next vacation. This is an example of a_________

customer loyalty program

When dealing with a customer in a wheelchair, a service provider should_____________

ensure that information is placed suitably for the customer's easv visual access

When dealing with a customer in a wheelchair, a service provider should__________

ensure that information is placed suitably for the customer's easy visual access.

Rao was having trouble resolving a customer's problem with his product. Rao told the customer he wanted to make it work and was flexible about taking whatever action was needed. No matter what he suggested, the customer would not be pleased and in fact, seemed to grow angrier with each suggestion Rao made. What did Rao neglect to do to salvage the relationship?

gain commitment

Taking an action related to your job or customer service without having to receive instructions from others is a sign of____________

initiative

When it comes to engaging in "small talk" with customers, it is best to__________

keep it to a minimum and watch the customer's reaction.

To deliver total customer satisfaction, a service provider needs to

make the customer feel special

The___________is any instance when a customer initially contacts any organizational element or representative

moment of truth

Transactional channel partners are___________

organizations that provide a distribution link for other companies

When dealing with customers with language differences, a service provider should___________

pause frequently while speaking

When dealing with customers with lanquage differences, a service provider should

pause frequently while speaking

Everyone has_________about the people and events they encounter that can influence how they view the world. These are influenced by many things, including personal appearance and physical qualities

perceptions

The______________is a five-step process for creating contingency plans to better serve customers when problems arise.

planning process model

Sherman works in a grocery store in a Chicago neighborhood where a variety of immigrants live. He has found that many of them bring their whole families to the store and talk to each other the whole time, like to take their time looking at the grocery items, and don't seem to be in a hurry to make their choices. Sherman tends to get impatient with them and doesn't understand that they are likely from a___________culture.

polychronic

The____________is the technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center.

predictive dialing system

After Wanda solved her customer's problem, she evaluated what caused it and recommended changes to the _____________procedure to make sure it didn't happen again. This is called

process improvement

One of the biggest advantages to using social media to get information out to current and potential customers is_________

sites are almost exclusively free

Which communication technique can reduce the chances of message failure in a telephone conversation?

smiling while speaking

When dealing with a customer with vision disabilities, a service provider should___________

speak directly to the customer without changing vocabulary

To avoid categorizing or stereotyping people, you should_________

spend time observing them

The manager at the local hamburger drive-in didn't hire men because he believed that women were smarter and worked harder. This represents a____________

stereotype

A(n) channel partnership creates a long-term alliance with another organization to brand, develop or produce each other's products.

strategic

People from varied backgrounds and cultures have service expectations based on_________

the "norm" of their country or group

A______________channel partner provides a distribution outlet or link for a company's products and services with no commitment for a future relationship.

transactional

Exemplary service is best characterized by service that_________

under-promises and over-delivers