Chapter 10 Quiz

__ are instances in which a customer connects with a service provider or some other aspect of an organization.

Contact points

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

Establish rapport

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

False

Short-term customer relationships are the ones that sustain organizations.

False

Technological advancement has failed to impact customer loyalty.

False

Which of the following statements best defines customer satisfaction?

It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.

Which of the following is an example of ethical behavior?

Reporting a theft carried out by another employee.

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

Restocking fees charged by online retailers for returned items.

Which of the following is the first step in the planning process model?

Set a goal

Which of the following strategies helps provide quality service to customers?

Stay aware of the competition and the products offered by the competitor.

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

Stop talking when the customer begins to speak.

Which of the following is the best tip to handle customers effectively?

Strive to provide exceptional service to win over the customer.

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

True

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

True

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

True

Customer loyalty describes the tendency of customers to return to an organization because of service.

True

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

True

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

True

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

True

Which statement identities the best strategy for dealing with customer complaints?

You cannot fix what you do not know is broken. Ask for customer input and act upon it.

The concept of underpromise and overdeliver refers to __ customer expectations.

exceeding

The prime objective of following up with customers is to __.

let them know you have not forgotten them and appreciate their business

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to __.

potentially anyone with firsthand experience

The __ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

strategic

Tom, a customer care executive, receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days. Tom needs to inform the customer of that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should __.

update the customer regularly and keep the customer informed of any further delay