Deck 13: Customer Satisfaction Skills

Question 1

An internal customer is a

A) customer who knows top management personally.
B) person within the company who uses your output.
C) person who buys a product or service in person.
D) employee who acts as a customer spokesperson.

Answer 1

B

Question 2

Which of the following problems is said to be the major reason for lost business?

A) poor product knowledge
B) rude treatment of customers
C) poor product quality
D) over-attentive customer contact workers

Answer 2

B

Question 3

Which of the following is NOT listed as an attitude or belief which can affect company conditions that contribute to job satisfaction?

A) optimism and flexibility
B) a feeling of self-esteem
C) a clear delineation between work and social life
D) effective handling of abuse from customers

Answer 3

C

Question 4

After identifying customer needs, you then

A) search for ways to satisfy company needs.
B) find ways of satisfying them.
C) ask the customer to satisfy your needs.
D) modify those needs to fit your company's requirements.

Question 5

Which one of the following is the best way to preserve the human touch in electronic communications?

A) Don't smile when leaving messages - smiling makes you sound less serious and professional.
B) Use emoticons, sparingly.
C) Avoid being conversational in emails - it isn't professional.
D) Choose a human-sounding email address that incorporates a name instead of numbers and symbols.

Question 6

The emphasis in effective selling is to

A) get customers to accept the same solution to their problems.
B) minimize the size of the order.
C) maximize the size of the order.
D) solve customer problems.

Question 7

The best-accepted axiom about keeping customers happy is to

A) keep prices lower than the competition.
B) get involved in relationship selling.
C) update them regularly on upcoming sales.
D) maintain high-quality service.

Question 8

The cycle of service chart lists a series of

A) highs and lows in providing customer service.
B) moments of truth experienced by a customer.
C) service problems encountered by a customer.
D) times at which a product should be serviced.

Question 9

A financial result associated with a small increase in customer retention is a

A) a comparable increase in profits.
B) a substantial increase in profits.
C) almost no increase in profits.
D) a slight decrease in profits.

Question 10

To help preserve job satisfaction, it is recommended that the customer-service worker have

A) negative expectations about the job.
B) a negative self-image.
C) a low feeling of self-esteem.
D) an effective way of handling abuse from customers.

Question 11

To bond with a customer is to

A) form an emotional relationship.
B) establish a tight legal agreement.
C) enter into frequent negotiations about price.
D) accept liability for service problems.

Question 12

Which is not listed as a key reason for providing good customer service?

A) boosts customers physical and mental health.
B) satisfied customers tell friends about their experience.
C) encourages a healthier working environment.
D) encourages customer loyalty.

Question 13

External customers are typically classified as

A) commercial or industrial.
B) wholesale or retail.
C) retail or internal.
D) retail or industrial.

Question 14

In relation to customer service, empowerment involves

A) getting rapid approval from management on dealing with customer problems.
B) granting huge discounts to customers with a problem.
C) granting customers more time to pay their bills.
D) giving customer contact workers more power to resolve customer problems.

Question 15

Which one of the following levels of customer satisfaction is the most closely associated with true appreciation?

A) common treatment
B) friendly service
C) world-class experience
D) extra satisfaction

Question 16

A recommended way of understanding customer needs is to

A) give each customer a needs-analysis survey.
B) conduct focus groups with 10 percent of the customers.
C) probe for information at point of sale.
D) imagine you are the customer complaint department.

Question 17

A major role played by information technology in improving customer service is

A) presenting customers with a long menu of options when they ask for help.
B) developing a database of consistent complaints.
C) providing uniform services.
D) individualizing service.

Question 18

A moment of truth takes place when the customer

A) forms an impression of company service.
B) does not pay the bill within 30 days.
C) expects a refund because of poor service.
D) files a formal complaint against the company.

Question 19

Under a system of empowering customer contact workers, the employee would

A) make a quick decision as to whether the customer is right.
B) get quick approval from top management on a solution to a customer problem.
C) know when its okay to tell a customer that he or she is wrong.
D) avoid the risk of losing money on a customer transaction.

Question 20

Satisfied employees are the most likely to

A) expect better pay because they are doing such a great job.
B) feel secure enough to enter into conflict with customers
C) satisfy customers.
D) slack off on their work responsibilities.

Question 21

A study about employee smiling conducted with college students found that when the employee smiles, customers are likely to perceive that the

A) employee was trying to compensate for poor service.
B) service was of low quality.
C) service was of high quality.
D) price was much lower than reality.

Question 22

Which one of the following is the least effective technique for creating a bond with a customer?

A) Make the buyer feel good.
B) Keep the relationship strictly business.
C) Form a personal relationship.
D) Smile at every customer.

Question 23

To deal constructively with customer complaints

A) blame higher management for the problem.
B) explain tactfully what the customer did wrong.
C) acknowledge the customer's point of view.
D) immediately send them a rebate.

Question 24

The best way to handle a customer's unreasonable request is to

A) Let your customer retain his or her dignity by stating your position politely and reasonably.
B) Jump into an argument with him or her - they tend to like to pick fights and relish debate.
C) Blame company polity or your manager for the problem.
D) Give in - the customer is always right.

Question 25

What are the magic words?

A) I understand; I agree; I'm sorry.
B) Let me see what I can do.
C) I agree; it won't happen again.
D) I will ask and get back to you immediately.