Deck 4: Customer Service Strategy

Question 1

Goals are specific steps to be taken to implement the strategies and identify who is responsible for their completion.

Answer 1

False

Question 2

Characteristics that place the organization at a disadvantage relative to others are termed

A) strengths.
B) weaknesses.
C) incentives.
D) threats.

Answer 2

B

Question 3

At the heart of CRM implementation is the careful acquisition and secure storage of information about each customer, as well as the analysis, sharing, and tracking of this knowledge.

Answer 3

True

Question 4

Forward-thinking companies conduct a SWOT analysis after they write the strategic plan document.

Question 5

Businesses typically have three levels of management--top, middle, and lower or supervisory.

Question 6

The SWOT analysis begins with specifying the strengths of the business venture or project.

Question 7

Customer Service Life Cycle (CSLC) is a concept that encourages companies to think in terms of differentiated involvement with the customer during distinct stages of use of a product.

Question 8

It is an unprofessional customer service strategy to encourage and reward the core group of customers who are often responsible for a large percentage of sales.

Question 9

A data warehouse provides a common location for all crucial business data regardless of the data's source.

Question 10

Employees need to understand what the vision and goals for customer service are and what their responsibility is to achieve them.

Question 11

Supervisors make daily decisions that ensure specific jobs are performed that meet the organization's objectives.

Question 12

It is common for customers to look for companies with solid reputations that are supported by a well-designed customer service strategy and infrastructure.

Question 13

The 80/20 Rule notes that twenty percent of something is often responsible for eighty percent of the results.

Question 14

Most employers realize that essential service skills and attitude can be taught.

Question 15

A formal review of a business organization's strengths, weaknesses, opportuniites, and threats that ultimately contributes to a comprehensive strategic plan is called a

A) customer relationship management.
B) SWOT analysis.
C) strategic plan.
D) none of the above.

Question 16

A college dean or department head is an example of which management level?

A) top
B) supervisory
C) middle
D) lower

Question 17

In a business-model sense, many organizations consider customers strategic assets.

Question 18

Both up selling and cross selling methods encourage customers to spend a little more, and that results in boosting overall sales.

Question 19

Implementing a customer service strategy means putting the right people in place who are trained in the latest communication devices and digital technologies.

Question 20

Shifts in consumer tastes away from the company's products and the emergence of substitute products are examples of

A) strengths.
B) weaknesses.
C) opportunities.
D) threats.

Question 21

Statements of how the service objectives will be achieved and the methods employed to achieve those objectives are called

A) strategies.
B) SWOT analyses.
C) goals.
D) performance indicators.

Question 22

The process of extracting patterns from data located in the data warehouse is called

A) data mining.
B) CRM.
C) channel integration.
D) database consolidation.

Question 23

A business strategy that integrates the functions of sales, marketing, and customer service, using technology and massive databases of information is called

A) customer relationship management (CRM).
B) vision and goals.
C) performance indicators.
D) strategic planning.

Question 24

To have all interactions with a customer recorded in one place and readily accessible to employees on a need-to-know basis when serving customers in marketing, sales, and support activities is called

A) knowledge management.
B) channel and systems integration.
C) database consolidation.
D) all of the above.

Question 25

Hiring the best people, providing a quality management team for support, ensuring transparent communications throughout the organization, and consistently monitoring service policies and procedures describes a strong service

A) CRM strategy.
B) infrastructure.
C) training program.
D) SWOT analysis.