Deck 12: Excellence in Customer Service

Question 1

information is not subjective ad is relatively easy to measure.

A)Firmographic
B)Psychographic
C)Demographic
D)None of the above

Answer 1

C

Question 2

Complaint letters can help to reinforce excellence in customer service.

Answer 2

False

Question 3

When we lose a customer we lose current dollars, , reputation, and future business.

A)prestige
B)past business
C)social class
D)jobs

Answer 3

D

Question 4

The loss of dollars, jobs, reputation, and future business are not consequences of losing customers.

Question 5

Customer service requires more than a positive attitude.

Question 6

Customer service is anything that we do for the customer that enhances their budget constraints.

Question 7

Customer attributes allow customers to be .

A)identified
B)defined
C)influenced
D)categorized

Question 8

Information that focuses on lifestyles, modes of living, needs, motives, attitudes, and so forth are referred to as psychographic information.

Question 9

The people we work with inside our organization are called external customers.

Question 10

information focuses on lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, and so on.

A)Demographic
B)Psychographic
C)Firmographic
D)None of the above

Question 11

Your secretary, the mailroom attendant, and your co-workers are all referred to as your .

A)external customers
B)internal customers
C)secondary customers
D)co-dependents

Question 12

Customer attributes are characteristics that allow customers to be categorized.

Question 13

Customer service and satisfaction is not easy to measure.

Question 14

Which of the following is not an example of customer service?

A)free car wash with fill-up
B)empathy in handling customer complaints
C)the lowest price in town
D)on time delivery

Question 15

The use of technology and current information the provision of excellent customer service.

A)minimally enhances
B)has neutral benefit to
C)greatly facilitates
D)none of the above

Question 16

Technology will never assist in the delivery of customer service.

Question 17

Service, price, qualifications, action and appreciation are referred to as the five needs of every customer.

Question 18

The customer's overall feeling of contentment with a customer interaction is referred to as:

A)scope of influence.
B)customer reinforcement.
C)customer satisfaction.
D)none of the above.

Question 19

Customer service is:

A)specifically price oriented.
B)our personal vision of the results that will come from our experience.
C)anything we do for the customer that enhances the customer experience.
D)entirely knowledge based.

Question 20

The overall goal in customer service is:

A)Customer demographics
B)Customer satisfaction
C)Customer action
D)Customer resentment