Week 4 midterm exam
One
Three to five
10 to 20
30 to 40
Question 2. 2. (TCO 4) What is one of the benefits of
treating customers fairly to generate customer loyalty? (Points : 10)
They will
always refer 15 people to you.
It will
generate positive feelings.
They will
always put up positive reviews online.
It will
generate a sense of accomplishment.
Question 3. 3. (TCO 1) Which of these core customer service
competencies reflects the notion that customer service employees need to seize
opportunities to satisfy a customer request quickly? (Points : 10)
Acceptance of
ownership
Ability to
manage change
Ability to
manage knowledge
Ability to
communicate effectively
Question 4. 4. (TCO 13) Which of these is not true of
electronic customer service via websites? (Points : 10)
Electronic
customer service can produce frustrated customers.
Electronic
customer service can completely replace phone calls.
Your company
can end up with a failed website.
Installing an
electronic customer service solution can be costly.
Question 5. 5. (TCO 2) Which one of these is not regarded as
a potential turnoff to customers? (Points : 10)
Advertised
sales items not in stock
Having to drive
to the store
High-pressure
sales tactics
Noisy shopping
or service environments
Question 6. 6. (TCO 3) Which of the following is not a best
practice for phone conversations? (Points : 10)
Speak clearly
and distinctly
Avoid “dead
air” silence
Keep callers on
track
Engage callers
in personal conversation, no matter how long it takes
Question 7. 7. (TCO 5) Which of these positive personality
behaviors gives customers goodwill and moves them toward a positive experience?
(Points : 10)
Plant seeds for
relationship building
Compliment
freely and sincerely
Reassure
customers in their decision to do business with you
Pay attention
to your dress and grooming
Question 8. 8. (TCO 7) Which of the following listening tips
can prevent you from “correcting” customers? (Points : 10)
You should
listen for more than just facts.
You should be
patient and defer disagreement.
You should try
counterattitudinal advocacy.
You should
solicit clarification.
Question 9. 9. (TCO 7) What does having an escalation policy
mean for customer service? (Points : 10)
Never talk
about something until a customer does
Always try to
“one-up” the competition
Know when
managers need to be involved
Giving a bigger
refund than the sales price
Question 10. 10. (TCO 2) What does the concept of service
recovery mean? (Points : 10)
Problem
situations can be prevented entirely
Customer
loyalty is destroyed by any problem, even if resolved
Customers can
perform services for your business in exchange for goods
Acknowledging
and addressing complaints helps create loyalty
Question 11. 11. (TCO 8) A customer has written a letter
complaining about having her reservation cancelled at your hotel. Your hotel is
named the Winter Sands Hotel, and she had a reservation for November 25th. The
hotel features a spa, for which she also had reservations. The spa is not
associated with your hotel management, and the spa reservation could not be
cancelled. The customer had to drive to the appointment, and drive back home,
since all the other hotels in the area were more expensive. Your management
will offer her a 15% discount on a future stay, but needless to say, her letter
was not relaxed — she was very upset, but civil. Draft a response to the letter
that demonstrates your understanding of proper written communication techniques
for addressing customer concerns. (Points : 25)
Question 12. 12. (TCO 6) A female customer on a video
conference says the following: “I’m calling about this purse that I bought at
your outlet store. I really liked it but I noticed that there was a stain on
the bottom. I went back to the store, and of course that was the only one
there, but when I went up to the counter I couldn’t believe what happened! The
woman at the counter took the purse, and my receipt, rang it as a return and
then cut it to pieces right there in front of me! She said it’s your policy
that imperfect merchandise can’t be sold, and must be destroyed. I did get the
refund, but if I would have known that, I would have kept it. It was only a
small stain and I really liked the purse, but she didn’t even give me a choice
about what to do! Is that your policy, or was she just crazy? What are you
going to do about this? You have other outlets somewhere, but now I don’t even
have the stock number, and I can’t figure out how to find it online. It’s not
on your website, but I was even looking at auction sites at this point. Is that
really your policy? How can you waste all that money? It makes me want to not
buy your products anymore. I’m sure that the planet doesn’t need you wrecking
it with factories only to throw things away. Someone could have used that
purse! I’m just very upset about the whole thing and the way that it was
handled.”
Indicate at what point you would have given her verbal or
nonverbal feedback, and what form it would take. Then, paraphrase her response,
looking for the essence of the complaint. Imagine that you are talking directly
to the customer as you type your response. (Points : 25)
