MAN4162 Test Chapter 6 - 10
Which statement below is most appropriate to use when you want to show appreciation to a customer?
"It's nice to see you this morning."
Which of the following situations could lead to a service breakdown?
A hotel room is not ready past the stated check-in time.
Which of the below is a shortsighted view of customer interactions?
After a customer calls or comes in and service is provided, the company assumes the customer no longer matters.
Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?
Always answer a phone call by the third or fourth ring.
________ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
Automated attendants
Which of the following is a function of customer relationship management software?
Automatically maintain a detailed audit history on customer accounts, transactions, and individual events.
Which of the following strategies should be adopted to effectively handle customers' expectations of privacy?
Avoid controversial topics that might be emotional hot buttons or sensitive.
Which of the following strategies should be adopted to effectively handle customers with language differences?
Avoid humor and sarcasm as they could lead to embarrassment.
Which of the following is a preference attributed to the rational style?
Avoiding anger and conflict
Which of the following tactics is best to effectively handle dissatisfied or angry customers?
Be positive and negotiate a solution.
Which of the following is a good strategy for effectively handling demanding customers?
Be professional and respect the customer.
When communicating with diverse customers, which of the following is a suggested strategy?
Be very careful when using gestures
Which of the following factors is learned or gained through our environment and life experiences?
Beliefs
________ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.
Blogs
_______ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.
Cloud computing
Peter, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a nonfunctioning microwave. After identifying the problem, what should Peter do next?
Compile and analyze the data
Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?
Conducting a follow-up
_______ are instances in which a customer connects with a service provider or some other aspect of an organization.
Contact points
Which of the following techniques help to create a positive telephone image?
Continually evaluate yourself since you are your own best critic.
Which of the following characteristics best defines talkative customers?
Customers exhibiting extroverted behavior and who are very people-oriented.
Which of the following statements about the problem-solving model is true?
Customers often feel ownership for the solution when a problem is solved jointly.
________ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people, and a desire for immediate gratification of needs or results.
Decisive
________ means deliberate discrimination against a person based on his or her age, race, sex, ethnicity, or ability level.
Disparate treatment
Which of the following is a good strategy for effectively handling rude or inconsiderate customers?
Don't resort to retaliation.
Which of the strategies should be adopted when a customer takes time to share a concern, complaint, or question?
Ensure that necessary follow-up actions begin once the transaction is completed.
Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?
Establish rapport
Which of the following is a benefit of exceeding customer expectations?
Goodwill and positive publicity
Keith, a middle-aged sales representative at a sports apparel store, often encounters customers from Generation Y. Which of the following approaches should Keith adopt to serve these customers better?
He must strive to cater to their wants and needs just like any other customer.
Tom, a sales executive at an electronics store, is helping a Japanese customer who is not fluent in English and wishes to purchase a laptop. While attending to the customer, which of the following strategies should Tom employ?
He should continue to sport a smile whenever appropriate.
________ are groups in which members value themselves as separate from their group and responsible for their own destiny.
Individualistic cultures
Which of the following is a distinct advantage of using technology in organizations?
Information and services can be provided on demand to customers and a worldwide customer base can be developed.
________ style is the behavioral group most characterized by being introverted and task focused.
Inquisitive
________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.
Instant messaging
Identify the true statement about customer relationship management.
It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.
Which of the following benefits does technology bring to employees?
It frees them from mundane tasks.
What is a potential disadvantage of technology for an employee?
It increases the risk of reassignment or dismissal.
Which of the following statements is true about an automated computer telephone interview?
It is typically built around an advanced interactive voice response technology along with voice broadcasting technology.
Which of the following statements is true about social media?
It provides a wealth of opportunity for companies that want to share their message about products and services with the world.
Which of the following statements best defines an automatic call distribution system?
It refers to a telecommunications system used in call centers and customer care facilities to capture incoming calls and route them to available service providers.
Which of the following best defines diversity?
It refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
Which of the following best defines modesty?
It refers to the way that cultures view propriety of dress and conduct.
Which of the following work habits help build a good working relationship with internal customers?
Pitch in to help when you have spare time and your co-workers need any assistance.
The ________ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.
Platinum Rule
________ refers to continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.
Process improvement
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
Identify the correct order of steps in the planning process model?
Set a goal, examine and evaluate, identify alternatives, select the best alternatives, and create implementation plan.
_______ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.
Spamming
________ allows a system to recognize keywords or phrases from a caller.
Speech recognition
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.
________ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.
Texting
Which of the following statements about call centers in the United States is true?
There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies
Which of the following statements best reflects the behaviors of people from monochronic societies?
They tend to do one thing at a time.
Which of the following is a suggested strategy for preventing dissatisfaction and promoting problem solving?
Think like the customer and act accordingly.
________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.
Total quality management
Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?
Which of the following strategies should be used to effectively help customers with hearing disabilities?
Use facial expressions and gestures to emphasize key words or express thoughts.
________ are things that customers typically desire but do not necessarily need.
Wants
Which of the following strategies should be adopted to effectively help customers with vision disabilities?
When walking with someone who is blind, offer your arm.
Which of the following strategies is suggested to help build strong interpersonal business relationships?
When you will be having ongoing contact or doing repeat business, follow the customer's lead.
Which of the following strategies should be adopted to successfully build trust?
While communicating with the customer, project positivity and enthusiasm.
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.
An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed is ________.
a win-win situation
In customer service, relationships with customers are built on ________ the characteristics of others.
accepting
A(n) ________ is an example of a nonverbal cue from someone who is expressive.
active body language
In customer service, many people do not always act the way you want them to. Hence, for those in customer service, ________.
adaptability is crucial
True customer loyalty tends to come about as a result of ________.
an organization's concerted, ongoing efforts to meet customer expectations and needs
The first phase in the service recovery process is to ________.
apologize
When interacting with a customer who has a rational style and keeps communication brief, your best strategy is to ________.
ask open-end questions to obtain information
If a decisive pattern customer directly places blame on you, the service provider, a strategy you may use in response is to ________.
be brief in offering solutions
Daniel, a customer care executive at an e-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with this customer, Daniel should ________.
be careful not to let biases about older people interfere with good service.
To be effective in dealing with others, service providers should ________.
be open-minded and accept that someone else may have a different belief system
Observable tendencies, or descriptive terms that identify categories of human behavior, are known as ________.
behavioral styles
In order to be prepared for a potential disaster, businesses should ________.
create a preparedness program for the business
Before you can get a customer to calm down and listen, you must first ________.
deal with the customer's emotional state
If you display a confident, possibly arrogant demeanor, you are most likely exhibiting a(n) ________ style.
decisive
The concept of underpromise and overdeliver refers to ________ customer expectations.
exceeding
Of the four behavioral styles, which is most characterized as people-oriented, fun-loving, upbeat, and extroverted?
expressive
The first step to helping resolve any service breakdown is to ________.
frame your problem resolution with customer-focused messages through use of the emotion-reducing model
The automatic number identification system allows companies to ________
identify customers by their country or area code.
People who have difficulty making a decision or making a selection when given choices of products or services are ________.
indecisive customers
A customer who rarely volunteers feelings and asks "why" questions demonstrates characteristics of the ________ behavioral style.
inquisitive
A(n) ________ focuses on the need for service providers to build strong bonds with customers.
interpersonal relationship
Carl Jung divided behavior into two attitudes known as ________.
introvert and extrovert.
The prime objective of following up with customers is to ________.
let them know you have not forgotten them and appreciate their business
If a rational behavior style customer makes intermittent eye contact, a service strategy you may want to use is to ________.
listen actively
John works as a sales representative for Traveldesire.com, an online travel portal. He receives a call from a Russian customer, who is not fluent in English, inquiring about holiday packages. To best serve the customer's needs, John should ________.
listen patiently and try to understand the customer's meaning.
James, a sales executive at an apparel store, encounters a German customer who does not speak English. The customer tries to communicate his needs to James. After interpreting the customer's needs, James is still seeking clarity to help understand the customer better. James should next try to ________.
paraphrase the customer's message
The way someone views an item, situation, or others is called a(n) ________.
perception
The way a person typically acts or reacts under certain circumstances is known as ________.
primary behavior pattern
The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as ________.
problem solving
A generalization made about an individual or group that is not based on reality is called a ________.
stereotype
Which of the following statements best defines customer satisfaction?
t 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 a channel partner that provides a distribution outlet or link for a company's products and services?
transactional
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
When communicating with a customer via e-mail, you should ________ .
use both upper and lowercase letters
You can win the customer over by ________.
using a people-centered approach to problem analysis and problems solving
People from polychronic societies tend to ________.
work toward long-term deadlines
