Question 1

In a direct contact environment, customers interact directly with an organization's representative.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following approaches helps companies develop an effective organizational culture?

Accepted Answer

A)   Companies should recognize, appreciate, and regularly reward the performance of their employees.
B)   Companies should always view customers from the standpoint of what company products or services they use.
C)   Companies should develop mission statements that are completely different from the vision statement.
D)   Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.E) A) and B)
F) A) and C)

Question 3

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Accepted Answer

A) True 
 B)False

Question 4

Managers should ensure that employees ________.

Accepted Answer

A)   focus on attracting new customers rather than retaining current customers
B)   communicate the internal problems of the organization to customers
C)   are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization
D)   are assigned goals which are difficult to obtain in order to ensure maximum productivityE) A) and B)
F) None of the above

Question 5

To ensure the success of an organization's customer service, a service professional should do which of the following?

Accepted Answer

A)   Continually reevaluate what he/she does on a daily basis when dealing with customers
B)   Communicate the organization's internal policies, practices, or politics to customers
C)   Focus on attracting new customers rather than trying to retain existing customers
D)   Always use "they" language when dealing with customersE) B) and C)
F) A) and B)

Question 6

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

Accepted Answer

A) True 
 B)False

Question 7

The means by which an organization effectively gets its products and services to customers is known as:

Accepted Answer

A)   outsourcing
B)   service delivery systems
C)   micromanagement
D)   service measurementE) None of the above
F) A) and D)

Question 8

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

Accepted Answer

A)   Customer-friendly system
B)   Employee empowerment
C)   Product development
D)   Management information systemE) B) and C)
F) A) and B)

Question 9

Retail and service organizations should ________.

Accepted Answer

A)   focus on attracting new customers instead of trying to retain current customers
B)   communicate their internal problems to customers
C)   establish policies and procedures that are flexible
D)   respond to customer complaints using "company policy" as an excuseE) B) and C)
F) A) and D)

Question 10

Which of the following is a characteristic of organizations that are highly committed to customer service?

Accepted Answer

A)   They discourage employee empowerment.
B)   They readily accept status quo of competitor.
C)   They benchmark the successful practices of competitors.
D)   They restrict communication between frontline employees and all levels of management.E) B) and D)
F) A) and B)

Question 11

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Accepted Answer

A)   Service professionals should always use "they" language when dealing with customers.
B)   Service professionals should involve customers in situations that are out of their control.
C)   Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
D)   Service professionals should focus on attracting new customers rather than trying to retain existing customers.E) B) and C)
F) A) and D)

Question 12

What is another advantage of empowerment?

Accepted Answer

A)   It provides a morale boost to inexperienced or failing employees.
B)   It hides internal problems from the customer.
C)   It requires frontline employees in an organization to decrease contact with their managers.
D)   It is an intangible way that service organizations reward employees.E) B) and C)
F) C) and D)

Question 13

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Accepted Answer

A) True 
 B)False

Question 14

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

Accepted Answer

A)   Always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems
B)   Continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons
C)   Focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers
D)   Exclude the information collected from customer feedback surveys when measuring the service performance of her salonE) A) and C)
F) None of the above

Question 15

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Accepted Answer

A) True 
 B)False

Exam 2: Contributing to the Service Culture

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

Correct Answer
verified

Which of the following is a characteristic of organizations that are highly committed to customer service?

Correct Answer
verified

What is another advantage of empowerment?

Correct Answer
verified

To ensure the success of an organization's customer service, a service professional should do which of the following?

Correct Answer
verified

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

Correct Answer
verified

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Correct Answer
verified

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Correct Answer
verified

The means by which an organization effectively gets its products and services to customers is known as:

Correct Answer
verified

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

Correct Answer
verified

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Correct Answer
verified

In a direct contact environment, customers interact directly with an organization's representative.

Correct Answer
verified

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Correct Answer
verified

Managers should ensure that employees ________.

Correct Answer
verified

Retail and service organizations should ________.

Correct Answer
verified

Which of the following approaches helps companies develop an effective organizational culture?

Correct Answer
verified

Exam 2: Contributing to the Service Culture

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

Correct AnswerverifiedShow Answer

Which of the following is a characteristic of organizations that are highly committed to customer service?

Correct AnswerverifiedShow Answer

What is another advantage of empowerment?

Correct AnswerverifiedShow Answer

To ensure the success of an organization's customer service, a service professional should do which of the following?

Correct AnswerverifiedShow Answer

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should do which of the following?

Correct AnswerverifiedShow Answer

The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.

Correct AnswerverifiedShow Answer

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

Correct AnswerverifiedShow Answer

The means by which an organization effectively gets its products and services to customers is known as:

Correct AnswerverifiedShow Answer

________ is defined as a group of processes in an organization that makes service seamless to customers by ensuring that things work properly and the customer is satisfied.

Correct AnswerverifiedShow Answer

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Correct AnswerverifiedShow Answer

In a direct contact environment, customers interact directly with an organization's representative.

Correct AnswerverifiedShow Answer

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

Correct AnswerverifiedShow Answer

Managers should ensure that employees ________.

Correct AnswerverifiedShow Answer

Retail and service organizations should ________.

Correct AnswerverifiedShow Answer

Which of the following approaches helps companies develop an effective organizational culture?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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