Question 1

Lindsay went to the department store to buy thermal underwear for her son stationed in Croatia. The underwear had been featured in an ad for $28.95 a pair. When she arrived at the store to learn it had sold out of the underwear, she was disappointed because the underwear had to be wrapped and mailed that day to reach her son for Christmas. A rain check did not satisfy her. In trying to resolve the problem and make Lindsay happy, the sales clerk was dealing with:

Accepted Answer

Distributive fairness refers to the perceived fairness of the outcome or distribution of resources, which in this case is the unavailability of the advertised product.

Question 2

Lu works in the linen department a large department store. When a customer arrived on a Friday morning to pick up a Thanksgiving tablecloth she had special ordered, she was disappointed to find deliveries were late, and the cloth had not yet arrived. She was
Planning to use it at a Thanksgiving gathering at her home this weekend. Lu was able to use empowerment to bridge the gap by offering to bring the tablecloth to her
Home herself as soon as it arrived at the store.

Accepted Answer

Lu used empowerment to offer a solution related to the delivery of the tablecloth, which was the main issue for the customer.

Question 3

An electronic retailer promised a customer that if he or she is dissatisfied with a purchase, returns are quick and easy, but when the purchase is received, there is no
Information on the retailer's return policies or any return instructions. This is an example of a gap.

Accepted Answer

This is an example of a communication gap, where the retailer's promise does not match the information provided to the customer, leading to a discrepancy between expected and actual service.

Question 4

When Zeke purchased his new computer through an Internet retailer, he was promised 24 hours, 7 days a week access to a toll-free number where he could talk to a real-life computer technician. When he had trouble with his computer and needed help, he called the number provided and was put on hold for 45 minutes. When the technician got on the phone, Zeke was told that there were only two technicians on staff who were dealing
With about 150 calls daily. The electronic retailer did not provide for its
Employees.

Accepted Answer

The retailer did not provide enough staff (instrumental support) to handle the volume of calls, leading to long wait times.

Question 5

What is distributive fairness?

Accepted Answer

Distributive fairness refers to the customer's perception of the benefits they receive compared to the costs they incur, focusing on the outcome of the resolution.

Question 6

On Tuesday, Jed went to the bakery and ordered a dozen bagels for work. When he got to work, he discovered the bagels were stale and almost inedible. The next morning he stopped by the bakery to complain. Which is the least effective way to deal with Jed's complaint?

Accepted Answer

The answer of On Tuesday, Jed went to the bakery...

Question 7

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time by:

Accepted Answer

Providing customers with clear and precise instructions helps in resolving issues quickly and efficiently, thereby improving customer satisfaction.

Question 8

Jared needed to return a textbook because it had missing pages. The sales clerk refunded Jared's money immediately because the refund policies had been carefully explained to her when she started the job. What gap was reduced because of the employee empowerment?

Accepted Answer

The answer of Jared needed to return a textbook because...

Question 9

The man was obviously unhappy when he came into the store dragging a partially constructed bicycle behind him. He had used the wrong screw to attach a wheel to the bike frame, and when removing the screw, he had broken it off. After satisfactorily
Dealing with the irate customer, the customer service rep's supervisor patted her on the arm and told her what a great job she had done handling a difficult situation. What did the supervisor do to help the customer service representative?

Accepted Answer

The supervisor provided emotional support by acknowledging and praising the customer service representative for handling the difficult situation well.

Question 10

is the perceived fairness of the process used to resolve complaints.

Accepted Answer

Procedural fairness refers to the perceived fairness of the processes and methods used to resolve complaints and disputes.

Question 11

Procedural fairness:

Accepted Answer

Procedural fairness refers to the perceived fairness of the process and procedures used to resolve complaints, focusing on the consistency and transparency of the methods employed.

Question 12

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time by:

Accepted Answer

All the options listed (A, B, and C) contribute to minimizing the time it takes to resolve customer issues, thereby improving customer satisfaction.

Question 13

The difference between the service promised and the service actually delivered is the ________ gap.

Accepted Answer

The answer of The difference between the service promised and...

Question 14

The Lakeside Dog Grooming offered a free flea dip to all of its regular customers. The owner had extra employees to deal with a crowd, but provided only one dip tank, which really slowed down the process. What could the owner do to better deliver the desired service?

Accepted Answer

Providing instrumental support, such as additional dip tanks, would help speed up the process and better deliver the service.

Question 15

A sales associate who is confronted by a customer whose newly purchased DVD player would not play his DVDs should:

Accepted Answer

The answer of A sales associate who is confronted by...

Question 16

The night before Willis was checking out of his hotel room, he turned on the television in his room and followed the directions for an automated checkout. Early the next morning, he went to turn in his keys and learned that the front desk was not connected with the televised service, and he had to lose valuable time providing the same
Information again. In this instance, a lack of reduced Willis' satisfaction with
The service received.

Accepted Answer

The answer of The night before Willis was checking out...

Question 17

Which of the following is an excellent source of information to help a retailer improve its customer service?

Accepted Answer

Customer complaints provide direct feedback from customers about their experiences and can highlight areas needing improvement in customer service.

Question 18

A business philosophy and set of strategies, programs, and systems that focus on identifying and building loyalty with a retailer's most valued customers is called:

Accepted Answer

Customer relationship management (CRM) is a business philosophy and set of strategies, programs, and systems that focus on identifying and building loyalty with a retailer's most valued customers.

Question 19

What are the factors customers consider when they evaluate the resolution of a complaint?

Accepted Answer

The answer of What are the factors customers consider when...

Question 20

Which of the following is a good rule for listening to complaints?

Accepted Answer

Allowing the customer to express their complaints fully shows that you are listening and valuing their concerns, which is a crucial step in resolving issues effectively.

Quiz 14: Building Customer Loyalty: Customer Relationship Management and Service Strategies

An electronic retailer promised a customer that if he or she is dissatisfied with a purchase, returns are quick and easy, but when the purchase is received, there is no Information on the retailer's return policies or any return instructions. This is an example of a gap.

What is distributive fairness?

On Tuesday, Jed went to the bakery and ordered a dozen bagels for work. When he got to work, he discovered the bagels were stale and almost inedible. The next morning he stopped by the bakery to complain. Which is the least effective way to deal with Jed's complaint?

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time by:

Jared needed to return a textbook because it had missing pages. The sales clerk refunded Jared's money immediately because the refund policies had been carefully explained to her when she started the job. What gap was reduced because of the employee empowerment?

is the perceived fairness of the process used to resolve complaints.

Procedural fairness:

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved. Retailers can minimize this time by:

The difference between the service promised and the service actually delivered is the ________ gap.

The Lakeside Dog Grooming offered a free flea dip to all of its regular customers. The owner had extra employees to deal with a crowd, but provided only one dip tank, which really slowed down the process. What could the owner do to better deliver the desired service?

A sales associate who is confronted by a customer whose newly purchased DVD player would not play his DVDs should:

Which of the following is an excellent source of information to help a retailer improve its customer service?

A business philosophy and set of strategies, programs, and systems that focus on identifying and building loyalty with a retailer's most valued customers is called:

What are the factors customers consider when they evaluate the resolution of a complaint?

Which of the following is a good rule for listening to complaints?