benchmark 3.00

Which of the following is a true statement about company policy:

Employees don't necessarily make policies, but they need to follow them.

Why should employees act as if customers are their employers?

Employees would not have jobs if there were no customers

The best time to demonstrate a customer-service mindset is

anytime

Demonstrating a customer-service mindset benefits employees by supporting their

careers

Which of the following is an example of a customer relationship management initiative:

A "frequent-shopper" program

Which of the following is a reason a customer might complain about a business:

Difficulty reaching someone who can help

A complaint is any expression of

dissatisfaction

Brand promise connects to customers on a(n) __________ level.

emotional

The last step in handling a customer complaint appropriately is

taking action

Which of the following is a common customer relationship management practice:

training employees

Mark is unhappy with the way his new shirt wrinkles, and he shows it to the salesperson. Mark's complaint is an example of a

true complaint

What can you do to project to customers that they are important to the business?

use customers name in conversation

Which of the following is a common way for customers to express their complaints:

verbally

Customers have the right to expect employees to be

well informed

Which of the following is an opportunity for employees to demonstrate a customer-service mindset:

when greeting customers in person

Which of the following is a benefit of brand promise:

It allows the company to stand out from the competition.

How does brand promise affect employees?

It gives them a common goal.

Which of the following is a true statement about brand promise:

It is not usually stated in words.

Which of the following are the three major areas of customer complaints:

Product, personnel, and the business

Which of the following is a benefit of customer relationship management:

The opportunity to create targeted marketing campaigns

What might an employee receive from a business for routinely helping customers with their problems and satisfying their needs?

a promotion

A customer-service mindset means that a business considers providing excellent customer service to be

a top priority

Businesses with customer-service mindsets are usually able to

achieve their goals

What staff are responsible for displaying a customer-service mindset?

all staff

A customer telephoned to complain that a promised shipment had not arrived and to find out what happened. You say you will check and call back. How can you show a customer-service mindset?

by calling back as soon as you have an answer

To demonstrate a customer-service mindset, employees must believe that customers deserve their

complete attention

When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called

continuous improvement

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture

Handling customer complaints appropriately can create

customer goodwill

Using a pleasant tone of voice with customers is especially important when

delivering bad news

Which of the following will most likely result in quality customer service:

double checking the accuracy of your work

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

employee training

Our economy has shifted from a service economy to a(n) __________ economy.

experience

Which of the following is a way that employees can prepare to answer customers' questions

find out what they need to know to do their jobs well

Which of the following is a potential benefit for a business that demonstrates a customer-service mindset:

greater profits

In the past, customer relationship management was used mainly as a way to

increase customer loyalty

The first step in handling customer complaints is

listening to the customer.

Which of the following is a potential cost of customer complaints:

loss of sales

Demonstrating a customer-service mindset primarily involves considering customers'

needs

Because of modern shopping preferences, it has become increasingly important for businesses to demonstrate a customer-service mindset when interacting with customers

online

In the modern business world, a growing number of interactions between businesses and customers are taking place

over the phone

Employees can demonstrate their customer-service mindset by using good

phone skills

A general rule that employees should follow is called a

policy

Gloria, an employee at a party-supply store, has encountered an unhappy customer. She has a step-by-step process she'll follow to deal with the situation. This process is known as a

procedure.

Businesses whose employees demonstrate a customer-service mindset often benefit from

reduced complaints

What do employees often obtain by solving customers' problems quickly and satisfactorily?

repeat business

Which of the following is a common source of complaints about personnel:

rudeness

"I'm lovin' it" is one of McDonald's famous brand

slogans

Which of the following types of information does a company need customer input to obtain:

suggestions for new products

Employees often find that it is difficult for complaining customers to remain angry when they

thank the customer for pointing out the problem.

A customer tries to pay with credit card, but the employee tells him, "I'm sorry, sir. We only accept cash." This situation is likely to generate a complaint about

the business

The main difference between customer relationship management and customer experience management is that CRM focuses on

the business itself

Customers tend to look at a business as a whole despite the number of __________ they experience.

touch points

When a customer sees a news story on television about a certain company or brand, it's an example of a(n)

touch points

Which of the following is a true statement regarding customer complaints:

Customer complaints can benefit employees and businesses.

Which of the following is a common source of product complaints:

Improper labeling

Which of the following situations could result in a product complaint:

The customer's purchase was missing a part.

Customer complaints can affect a salesperson by

causing him/her to lose commission

Emphasizing customer service can help a business to be more

competitive

Customer relationship management increases sales and profits by increasing

customer loyalty

A logo is a brand's

identifying mark.

After restating a customer's complaint, the employee should

investigate the problem.

Spending a lot of time on customer complaints can cause a business to be

less efficient

Brand promise helps to increase brand awareness and brand

loyalty.

Sometimes, "false" product complaints can occur when a customer

makes the wrong buying decision.

n addition to smiling, employees can engage in appropriate nonverbal communication with customers by

making eye contact

A customer complained about the new toaster she had purchased because, even on the lowest setting, it burned the toast. This kind of complaint is caused by the

manufacture

Customer relationship management can help a business to identify its

most valuable customers

One way that employees can provide efficient, quick service to customers is by being

organized

What component of customer relationship management often "makes or breaks" a business's program?

people

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

purchasing irrelevant technology

Which of the following skills can an employee use to uncover the hidden reason for a customer's complaint:

questioning

Negative "word of mouth" advertising due to unresolved customer complaints can cost a business its

reputation

Which of the following is no longer a consideration in customers' buying decisions for many products:

store location

Many people make the mistake of thinking that customer relationship management refers solely to

technology

Why should you restate customer complaints?

to show you fully understand the problem