WorkPlace Comm Ch 10 Multiple Choice
Which of the following is an example of ethical behavior?
An employee who reports a theft carried out by another employee
Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?
Customer comment cards
_____ conducted by greeters, hosts, or hostesses as customers leave a facility.
Exit Interviews
Which of the following is the next step after examine and evaluate in the planning process model?
Identify alternatives
Identify the true statement of customer relationship management from the following
It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.
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 statement below is appropriate to use when you want to show appreciation?
It's nice to see you this morning
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 next step after identifying alternatives in the planning process model?
Select the best alternatives
Which of the following best describes below average service?
Service at this level is not as expected and disappoints customers
Which of the following best describes exemplary service?
Service at this level is out of the ordinary and unexpected
Which of the following best describes unsatisfactory service?
Service at this level is unacceptable and typically leads to a breakdown
Which of the following best describes average service?
Service at this level is what is expected by a customer
_____ are mailed or e-mailed to people who have contacted an organization to get information, make a purchase, or use a service
Service contact surveys
Which of the following is the first step in the planning process model?
Set a goal
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 a tip to handle customers effectively?
Strive to provide exceptional service to win over the customer
Which of the following categories of partners include organizations that are intricately meshed with another company's internal operations?
Tactical
_____ 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 strategies should be adopted to successfully build trust?
While communicating with the customer, project positivity and enthusiasm
A shortsighted view of customer interaction shows that:
a customer calls or comes in, service is provided, and then the customer goes away
A tip that can help provide quality service to customers is:
stay aware of the competition and the products offered by the competitor.
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
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 the delay in shipping goods in bulk in such a short span of time. Tom should
update the customer regularly and keep the customer informed of any further delay.
