29 Jun Which employees do most customers associate with a company
Question
1. Which employees do most customers associate with a company?
a. the faces in the ads
b. the boss whose portrait is on the wall in the reception area
c. the cute secretary
d. the lowest paid employees in the organization
2. Many customers get their first impression of your company from the first few moments of an:
a. ads.
b. electronic visits.
c. word-of-mouth.
d. surveys.
3. When answering another persons call be sure to:
a. try to get past the receptionist.
b. identify themselves.
c. be professional.
d. All of the above.
4. The first step in handling an upset caller is to:
a. understand why they are upset.
b. get them to calm down.
c. get them to tell you their needs.
d. remember that it’s not about you.
5. The key to holding interest in a conversation is:
a. using common words.
b. using big words.
c. varying your voice.
d. sounding attractive.
6. Customer dissatisfaction with a firm’s phone call handling stems from:
a. inability of employees to use the features of telephone and voice mail systems.
b. shortcomings in treating customers with the highest degree of courtesy.
c. both a and b
d. neither a nor b
7. Which of the following does NOT apply to the advantages of a company using websites?
a. Increased exposure and sales
b. Better employee morale
c. Better customer service
d. None of the above.
8. The norms that guide Netgeners when they shop include:
a. companies will provide them with personalized products or services.
b. a company’s reputation is very important.
c. they should be able to participate with companies to make the product or service better.
d. All of the above.
9. To provide human contact for customers, despite high-tech communication systems, use
everything EXCEPT:
a. email.
b. web chat.
c. two-way interactive video.
d. FAQ’s.
10. Traditional customer service tended to be:
a. proactive.
b. reactive.
c. interactive.
d. None of the above.
11. Structured knowledge bases are:
a. repositories of customer interaction.
b. postings on an electronic bulletin board.
c. organized in a question and answer format.
d. indexed by keywords.
12. You can gain loyal online customers through a lack of competition if:
a. your website has a unique slant on your industry.
b. you effectively use FAQs and searchable knowledge databases.
c. both a and b
d. neither a nor b
13. What does the letter “I” stand for in the LIFE acronym?
a. Interaction (with customers)
b. Inconsistency
c. Interview (to gather good information from customers)
d. Insight (into customer turnoffs and changing trends)
14. Value can be defined as:
a. quality relative to price paid.
b. how well a product holds together.
c. what you believe a product is worth.
d. All of the above.
15. Communication turnoffs often occur when employees are ignorant of the:
a. store’s policies.
b. customer’s needs.
c. messages they are sending.
d. company’s mission statement.
16. What percentage of its customers will a company lose per year due to turnoffs?
a. 4–15%
b. 40–60%
c. 10–30%
d. 20–50%
17. Customer satisfaction simply means:
a. lack of motivation.
b. nowhere else to go.
c. long-term buying commitment.
d. absence of dissatisfaction.
18. The simplest way to get information about potential customer turnoffs is:
a. a customer response card at the point of sale.
b. telephone surveys within 48 hours of the transaction.
c. follow-up surveys in the mail.
d. simply listen.
19. According to consultant David Freemantle, what is at the center of excellent customer service?
a. good listening
b. emotional connectivity
c. customer engagement
d. All of the above.
20. The future of customer service is likely to focus on:
a. increased personalization and awareness of changing demographics.
b. increased mechanization.
c. decreased individualization.
d. None of the above.
21. Interactivity between businesses and customers:
a. can be seen as intrusive.
b. can generate greater market share.
c. both a and b
d. neither a nor b
22. What is an example of customized messages?
a. indvidualized marketing
b. mass marketing
c. a and b
d. None of the above.
23. Some call share of the customer:
a. portion of the market
b. share of the wallet
c. portion of spending
d. None of the above.
24. Today’s workforce has:
a. more two-income families.
b. more single parents.
c. higher education.
d. All of the above.
25. Females are estimated to account for what percentage of buying decisions?
a. 15%
b. 38%
c. 69%
d. 85%
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