Question 1.1. (TCO 1) Which of these key organizational
behaviors helps customers to interact with your organization? (Points : 8)
Smiling
Shaking hands
with customers
Asking often
“how am I doing”?
Asking
customers to begin filling out paperwork
Question 2.2. (TCO 1) Which of these key organizational
behaviors helps customers to stay close after a transaction? (Points : 8)
Having a
Halloween costume day
Having employee
casual dress days
Mailing
thank-you notes
Greeting
customers within 30 seconds
Question 3.3. (TCO 2) Which of these can be a value turnoff
for customers? (Points : 8)
Price too high
for quality received
Sloppy
appearance, poor grooming, or annoying mannerisms
Business place
dirty, messy, or cluttered
Inconvenient
location, layout, parking, or access
Question 4.4. (TCO 2) Which of these can be a people turnoff
for customers? (Points : 8)
Overly
complicated or difficult to use products
Low selection
or poor availability of product
Business place
dirty, messy, or cluttered
Employees who
lack knowledge or who are not helpful
Question 5.5. (TCO 3) Which of the following is true about
listening to customers? (Points : 8)
You should only
listen for facts, never emotion.
You should fake
paying attention when you can’t afford to pay it.
Communication
problems can arise from information overload.
Internal,
environmental, and interactional elements never form barriers.
Question 6.6. (TCO 4) Which of the following is true about
customers in the zone of indifference? (Points : 8)
They are
motivated.
They are not
loyal customers.
They are not
inert.
They are
dissatisfied.
Question 7.7. (TCO 5) When interacting with customers, it’s
important to maintain proper verbal discipline.
Which of the following represents proper verbal behavior? (Points : 8)
Commenting on a
customer’s bad clothing
Thanking a
customer for their purchase
Judging another
customer’s rude interaction style
Concluding a
sale with “There you go.”
Question 8.8. (TCO 6) How can you let customers know that
you are listening? (Points : 8)
By interrupting
them
By paraphrasing
and asking for clarification
By staring at
them
Using body
language such as physical distance
Question 9.9. (TCO 7) Which of these is an example of true
listening? (Points : 8)
Always having a
script ready to respond to any situation.
Pausing to hear
the whole story before offering a solution.
Nodding your
head so that the customer thinks you are paying attention.
Interrupting
the customer to help them finish their thoughts.
Question 10.10. (TCO 7) How does true listening help
customer relations create business value? (Points : 8)
It reduces the
amount of office supplies required.
It can help
rescue lost customers and turn them back into loyal ones.
It decreases
numbers of managers needed for customer service.
It allows
companies to sell defective products more often.
Question 11.11. (TCO 8) Which of these is not a function of
call centers? (Points : 8)
Sending
customers invoices
Handling
inbound calls
Handling
outbound calls
Responding to
billing concerns
Question 12.12. (TCO 8) Which is true of angry customers on
the phone? (Points : 8)
Never let them
know you are listening.
Interrupting
them makes them angrier.
You shouldn’t
empathize with them.
They don’t want
positive solutions.
Question 13.13. (TCO 9) Some companies can value profits
over customer relationships. Which of these practices doesn’t sacrifice
customer trust for short-term “bad profits”? (Points : 8)
High premiums
for seasonal goods or popular options
Exceeding
customers’ expectations and building relationships
Special offers
only available to new customers
Extra charges
for services that should be included in the price
Question 14.14. (TCO 9) Which of these is not a common cause
of anger or frustration for upset customers? (Points : 8)
They are
helpless
They are a new
customer
They are not
valued
They are not
important
Question 15.15. (TCO 10) When dealing with an upset
customer, how should you view the situation? (Points : 8)
You should be
objective.
You should take
it personally.
You should give
the customer everything they ask for.
You should
always tell them “no.”
Question 16.16. (TCO 11) What is the customer life cycle
called for recovered customers? (Points : 8)
A second life
cycle
A recovery run
A prospect
phase
An unlost
transom
Question 17.17. (TCO 11) What percentage of customers who
have a negative experience tell others about it? (Points : 8)
79%
78%
77%
76%
Question 18.18. (TCO 12) If you had an issue with a
high-roller customer, how would you start trying to resolve the conflict?
(Points : 8)
Work hard at
soliciting comments.
Listen
carefully to be sure that you understand the complete problem.
Listen
respectfully and question them carefully.
Remain
unfailingly objective and use data.
Question 19.19. (TCO 13) Which type of software can track
individual customers across their life cycles? (Points : 8)
CXM
CRM
SaaS
Virtual
dashboard
Question 20.20. (TCO 13) Which of these should you avoid on
your company’s website? (Points : 8)
Sarcasm
Simplicity
Clarity
Consistency
Page 2
Question 1. 1. (TCO 2) Explain how complicated fares and the
perception of inequity between two different passengers might hurt the
credibility of airlines. Include as much detail as possible in your answer, but
focus your answer on who earns frequent flyer rewards, and how many of them are
actually redeemed. How much does poor customer satisfaction hurt their
business? What are the risks for the company? Provide a balanced answer that
looks at the “big picture” of profit and satisfaction. What changes would you
suggest for the industry? (Points : 30)
Question 2. 2. (TCO 11) Explain overall strategies for
recovering lost customers. Include as much detail as possible in your answer,
but focus your answer on feeling customer pain as described in the textbook.
Create a scenario where a customer has come to you and is disappointed, but not
necessarily angry or frustrated. Choose an industry, describe the customer’s
complaint, and how you would react in the situation. The customer does not want
to continue doing business with your company because of the events. Explain
your customer recovery efforts, and what impact they ultimately have on the
business. (Points : 30)
Question 3. 3. (TCO 4) Explain how you would exceed customer
expectations by convenience and timing. In your answer, focus on a particular
industry and create a scenario that illustrates your point. What is the impact
on the customer, the store/location, the brand, and ultimately the parent
company? (Points : 30)
