Deck 7: Customer Servicequality

Question 1

The ultimate purpose of business is to:

A) Be productive
B) Make a profit
C) Keep customers happy
D) Get employees to work together

Answer 1

B

Question 2

A company is ultimately responsible to:

A) Its investors
B) The community-at-large
C) Its employees
D) Its customers

Answer 2

A

Question 3

The president or chief executive officer reports to:

A) Corporate investors
B) Corporate board of directors
C) Senior executives
D) Senior management.

Answer 3

Corporate board of directors

Question 4

Output:

A) Adds value to a company
B) Must reflect both quality and ethics
C) Is productivity
D) All of the above

Question 5

A mission statement is:

A) A statement of the company's purpose
B) Legally required
C) Also called a divisional statement
D) A company's viable view of the future

Question 6

Company resources include the following:

A) Human, psychological, and social
B) Financial, human, and capital
C) Functional, formal, and financial
D) Corporate, investor, and employment

Question 7

A(n) ________ is the way a company is organized.

A) Organizational chart
B) Organizational structure
C) Corporate organization
D) Chain of command

Question 8

A company's ________ is its road map for success.

A) Goal
B) Strategic plan
C) Objective
D) Mission statement

Question 9

An organizational chart is:

A) A graphic visual display of the company
B) Also called the "chain of command"
C) The formal line of authority
D) All of the above

Question 10

A(n) ________ is short-term and measurable.

A) Strategy
B) Objective
C) Goal
D) Vision

Question 11

Ways to help the company be successful include all the following EXCEPT:

A) Taking care of company resources
B) Eliminating waste
C) Behaving ethically
D) Eliminating workplace relationships

Question 12

Workplace productivity means:

A) Maintaining a positive attitude
B) Transforming inputs to outputs
C) To perform a function that adds value to the company
D) None of the above

Question 13

A corporate vision statement:

A) Is a viable view of the future
B) Is a statement of purpose
C) Defines what is important to a company
D) Is legally required

Question 14

Long-term goals and objectives:

A) Define how an area will assist in achieving a company strategy
B) Are the same thing
C) Only reflect a specific department's strategies
D) Reflect individual coworkers' strategies

Question 15

Directional statements include a company's:

A) Values and resource statements
B) Mission statement
C) Values and strategic statements
D) None of the above

Question 16

A(n) ________ is a broad statement or aim.

A) Vision
B) Goal
C) Strategy
D) Objective

Question 17

A corporate values statement:

A) Defines what is important to a company
B) Is legally required
C) Is a statement of purpose
D) Is a viable view of the future

Question 18

Directional statements include:

A) Mission, vision, and value statements
B) Legally required policies
C) The employee handbook
D) All of the above

Question 19

Senior managers typically have the title of:

A) Executive
B) Vice president
C) Both A and B
D) None of the above

Question 20

A(n) ________ is a graphic visual display of how a company is organized.

A) Corporate organization
B) Chain of command
C) Organizational structure
D) Organizational chart

Question 21

Major functions of a company grouped together are commonly referred to as:

A) Departments
B) Operations
C) Divisions
D) Both A and B

Question 22

The ________ department is responsible for creating, pricing, selling, distributing, and promoting the company's product or service.

A) Information systems
B) Operations
C) Marketing
D) None of the above

Question 23

Employees can show their loyalty to a company by:

A) Ignoring company policies
B) Displaying rudeness toward customers
C) Doing their jobs well
D) None of the above

Question 24

Middle managers:

A) Are commonly referred to as executives
B) Deal with operational issues
C) Typically have the title "director" or "manager"
D) Deal with strategic and tactical issues

Question 25

Divisions and departments:

A) Have different strategic plans
B) Are the same thing
C) Are different plants within the same country
D) None of the above

Question 26

________ carry out specific functions respective of their area of expertise.

A) Departments
B) Operations
C) Divisions
D) Both A and B

Question 27

________ typically deal with operational (day-to-day) issues.

A) Supervisors
B) Executives (vice presidents)
C) Managers (directors)
D) Employees

Question 28

________ issues deal with implementing the company strategy.

A) Tactical
B) Operational
C) Strategic
D) None of the above

Question 29

The Operations Department deals with:

A) The production and distribution of a company's good or service
B) All legal matters relating to the business
C) The creation, pricing, selling, and promotion of a company's good or service
D) All of the above

Question 30

The ________ department deals with the management of information within the organization.

A) Information systems
B) Operations
C) Marketing
D) None of the above

Question 31

The company's ________ deals with all legal matters relating to the business.

A) Prime counsel
B) General counsel
C) Legal counsel
D) Corporate counsel

Question 32

________ typically deal with tactical issues, which tie strategy to day-to-day operations.

A) Executives (vice presidents)
B) Employees
C) Managers (directors)
D) Supervisors

Question 33

The primary types of budgets include:

A) Divisional, operational, and organizational
B) Capital and operational
C) Strategic, capital, and operational
D) Zero-based, strategic, and capital

Question 34

The human resource department deals with:

A) Hiring and terminating employees
B) Securing company loans and investments
C) Purchasing company equipment
D) Corporate contracts

Question 35

The ________ function deals with the production and distribution of the company's product or service.

A) Marketing
B) Operations
C) Information systems
D) None of the above

Question 36

The board of directors in a company:

A) Is responsible for developing a company's overall strategy
B) Is typically called the presidents or CEOs
C) Both A and B
D) None of the above

Question 37

________ issues deal with issues that link the long-term vision with day-to-day issues.

A) Operational
B) Strategic
C) Tactical
D) None of the above

Question 38

The ________ department is responsible for securing, distribution, and growth of the company's financial assets.

A) Information systems
B) Operations
C) Finance and accounting
D) Legal council

Question 39

________ is a predetermined standard that defines how a product is to be produced or a service provided.

A) Employee loyalty
B) Transformation
C) Customer loyalty
D) Quality

Question 40

________ issues deal with day-to-day issues.

A) Tactical
B) Operational
C) Strategic
D) None of the above

Question 41

Innovation is:

A) The reinvention of an old product
B) The introduction of a new product
C) The reintroduction of a new product
D) All of the above

Question 42

A customer is:

A) Anyone
B) Anyone who buys a product
C) Both A and B
D) None of the above

Question 43

Value means customers believe:

A) You cannot compete on price
B) They are getting a good deal for the price paid
C) Both A and B
D) None of the above

Question 44

A good is:

A) A service
B) An intangible item
C) A tangible item
D) All of the above

Question 45

Employees help create profit for their companies by all of the following EXCEPT:

A) Eliminating waste
B) Increasing expenses
C) Decreasing expenses
D) Monitoring expenses

Question 46

The quality equation is:

A) Profits provide for quality inputs
B) Quality employees produce loyal customers
C) Quality products result in quality inputs, which result in profits
D) None of the above.

Question 47

Employees should be:

A) Dependable
B) Responsive
C) Competent
D) All of the above

Question 48

________ means customers believe they are getting a good deal for the price they've paid for a product.

A) Value
B) Achievement
C) Dealing
D) Quality

Question 49

A customer is an individual or business who:

A) Buys a product from you or a competitor
B) Only works directly with your department
C) Buys your company's product
D) None of the above

Question 50

Performance monitors:

A) Is another word for standards
B) Identify how success is measured
C) Include employee evaluations
D) All of the above

Question 51

________ is the treatment an employee provides a customer.

A) Standards
B) Customer service
C) Quality
D) Value

Question 52

________ is money from sales minus expenses.

A) Net end profit
B) Revenue
C) Depreciation
D) Profit

Question 53

A company has:

A) Internal and external customers
B) External customers only
C) Internal customers only
D) None of the above

Question 54

________ customers include purchasers, vendors, and investors.

A) Internal
B) Outside
C) Inside
D) External

Question 55

Creativity is:

A) The same as innovation
B) The ability to produce something new and unique
C) Achieved when an individual calculates something differently
D) All of the above

Question 56

Customer loyalty:

A) Is an employee's obligation to consistently support a company
B) Gauges how happy your customers are with your good or service
C) Is an important element of poor quality and customer service
D) None of the above

Question 57

The quality equation is:

A) Quality employees + quality outputs = profits
B) Quality employees + quality inputs = profits
C) Quality products + quality outputs = revenue
D) Quality customers + quality products = revenue

Question 58

A service is:

A) A tangible item
B) An intangible item
C) A good
D) All of the above

Question 59

When dealing with a difficult customer:

A) Help the customer solve his or her problem
B) Misunderstand the customer
C) Adopt the attitude that the customer is happy
D) All of the above

Question 60

A product is:

A) A service
B) A good
C) What is produced by a company
D) All of the above

Question 61

A company's strategy is its road map for success.

Question 62

A company's mission statement is its statement of purpose.

Question 63

Whatever you produce is called output.

Question 64

The motto, "The Customer Is Always Right" is:

A) Only true if the customer is demanding
B) The correct way to view customer service
C) A good motto to follow when you don't know what else to do
D) Not always true

Question 65

If you have a problem in your department, you should discuss it with the president of the company.

Question 66

The way a company is organized is called an organization chart.

Question 67

You are responsible for eliminating waste and producing quality products when in the workplace.

Question 68

Tactical issues identify how to link strategy to day-to-day operations.

Question 69

The leader of a company is typically called the president or CEO.

Question 70

A goal is always short-term and measurable.

Question 71

Workplace productivity means to perform a function that adds value to the company.

Question 72

If a difficult customer becomes abusive:

A) Take the inappropriate behavior personally
B) Expect conflict, but not accept abuse
C) Yell back
D) Ignore company policy and tell him or her to leave
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.

Question 73

A company's vision statement defines where the company wants to be in the future.

Question 74

A company's directional statement defines what is important to the company.

Question 75

Your attitude assists a company in becoming successful.

Question 76

A company's mission statement is a company's viable view of the future.

Question 77

A strategic plan is an informal document created during a brainstorming session with all employees.

Question 78

The three levels of management include strategic, executive, and tactical.

Question 79

Company resources include financial, human, and capital.

Question 80

The purpose of business is to make a profit.