Deck 12: Exceed Customer Expectations With Convenience and Timing

Question 1

Discuss the five ways to create A-plus convenience for customers.

Answer 1

See text.

Question 2

Explain the concept of once-and-done service.

Answer 2

See text.

Question 3

Explain why home delivery is making a comeback in today's society.

Answer 3

See text.

Question 4

Customer convenience stems from:

A) efficiency and value.
B) personalized service and good communication.
C) speed of service and ease of doing business.
D) all of the above

Question 5

People today value time, possibly more than any other period in history.

Question 6

Many companies fall into the trap of:

A) over-promising and under-delivering.
B) under-promising and over-delivering.
C) emphasizing value over convenience to the customer.
D) emphasizing savings over long-term value.

Question 7

Failing to share a customer's sense of urgency about time:

A) discounts the customer.
B) leads to unfulfilled expectations.
C) neither A nor B
D) both A and B

Question 8

Customers have an expectation of how long a service will take based on industry standards.

Question 9

The best way to win customer loyalty is to:

A) set a time expectation that you know you can beat.
B) set time expectations by promising quick service and hoping for the best.
C) emphasize that your company is the industry leader.
D) emphasize that some variables are out of your control.

Question 10

How long do Americans want to spend preparing a meal?

A) no more than 15 minutes
B) no more than 30 minutes
C) no more than 10 minutes
D) no more than 25 minutes

Question 11

Seven out of ten households buy "home replacement meals"at least once a week.

Question 12

The first step to reduce waiting time is to:

A) encourage customers to come in at times that are typically slow.
B) plan for seasonal demands.
C) anticipate peak-load times and plan staffing accordingly.
D) all of the above

Question 13

Most people have a realistic perception of time while they are waiting.

Question 14

Which of the following is NOT a method of reducing wait time perception?

A) telling the customer the average wait time
B) using a pager to allow the customer to do something else while waiting
C) using a virtual queue
D) using signage to tell the customer how long the wait will be

Question 15

One of the best ways to cut wait time perception is to use a virtual waiting system.

Question 16

To avoid requiring customers to do repetitive tasks:

A) check for redundancy.
B) do them for the customers.
C) both A and B
D) neither A nor B

Question 17

How many more items does someone with a cart buy than someone without one?

A) .9 more
B) .5 more
C) Who knows?
D) two more

Question 18

Speed is easier to work with than convenience.