Deck 6: Recognize and Deal With Customer Turnoffs

Question 1

Explain what the word "systems"means in context of this text.

Answer 1

Answe: Processes, policies, and procedures are used to convey the product or services to the customer

Question 2

What does the letter "I"stand for in the LIFE acronym?

A) Insight (into customer turnoffs and changing trends)
B) Inconsistency
C) Interaction (with customers)
D) Interview (to gather good information from customers)

Answer 2

Insight (into customer turnoffs and changing trends)

Question 3

The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey of2,000 customer comments?

A) 68%
B) 73%
C) 85%
D) 97%

Answer 3

97%

Question 4

Value can be defined as:

A) what you believe a product is worth.
B) how well a product holds together.
C) quality relative to price paid.
D) all of the above

Question 5

People turnoffs include employees' lack of courtesy or knowledge and their appearance ormannerisms.

Question 6

The people who bear the major responsibility for both value and systems problems are the:

A) people on the front-line.
B) customers who "vote with their feet."
C) middle managers.
D) top leaders.

Question 7

Communication turnoffs often occur when employees are ignorant of the:

A) messages they are sending.
B) store's policies.
C) company's mission statement.
D) customer's needs.

Question 8

What percentage of its customers will a company lose per year due to turnoffs?

A) 10-30%
B) 20-50%
C) 40-60%
D) 4-15%

Question 9

According to the text, satisfied workers are:

A) not necessarily motivated workers.
B) long-term workers.
C) definitely happy workers.
D) none of the above

Question 10

Customer satisfaction simply means:

A) nowhere else to go.
B) lack of motivation.
C) long-term buying commitment.
D) absence of dissatisfaction.

Question 11

Once a customer has had a problem with a company, even if that problem has been addressed promptly, he or she will still need incentives to continue doing business with the company.

Question 12

Having a "service department"should be:

A) a no-brainer.
B) seen as a redundancy.
C) mandatory for all companies.
D) all of the above

Question 13

The simplest way to get information about potential customer turnoffs is:

A) telephone surveys within 48 hours of the transaction.
B) a customer response card at the point of sale.
C) simply to listen.
D) follow-up surveys in the mail.

Question 14

Advice or recommendation from a friend scored a 63% as a determinant of people buying a new product.

Question 15

Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans from

A) the Internet buying experience.
B) another business.
C) the zone of indifference.
D) none of the above

Question 16

According to consultant David Freemantle, what is at the center of excellent customer service?

A) customer engagement
B) emotional connectivity
C) good listening
D) all of the above

Question 17

The payoff for recovering potentially lost customers is actually an increased likelihood that they will be loyal to you.