Question 1

_________information is not subjective ad is relatively easy to measure.
A)Firmographic
B)Psychographic
C)Demographic
D)None of the above

Accepted Answer

Demographic information includes objective and measurable data such as age, gender, income, education level, and marital status, making it relatively easy to measure compared to the subjective nature of psychographic information, which involves attitudes, beliefs, and personality traits. Firmographic information pertains to organizations, not individuals, and can be both subjective and objective.

Question 2

Complaint letters can help to reinforce excellence in customer service.

Accepted Answer

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

Accepted Answer

D

Question 4

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

Accepted Answer

Losing customers can indeed result in the loss of dollars, jobs, reputation, and future business opportunities, as customer retention is crucial for the financial health and reputation of a business.

Question 5

Customer service requires more than a positive attitude.

Accepted Answer

While a positive attitude is important, effective customer service also requires skills such as communication, problem-solving, empathy, and product knowledge.

Question 6

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

Accepted Answer

Customer service is anything we do for the customer that enhances their experience with a product or service, not specifically their budget constraints.

Question 7

Customer attributes allow customers to be_______ .
A)identified
B)defined
C)influenced
D)categorized

Accepted Answer

The answer of 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.

Accepted Answer

Psychographic information indeed focuses on lifestyles, modes of living, needs, motives, attitudes, and other psychological criteria to understand and segment consumers based on their inner traits and characteristics.

Question 9

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

Accepted Answer

The people we work with inside our organization are called internal customers, while external customers are those who purchase the company's products or services.

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

Accepted Answer

Psychographic information encompasses aspects related to an individual's lifestyle, attitudes, interests, and values, which includes all the elements mentioned such as modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, and political affiliation.

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

Accepted Answer

Internal customers are individuals or groups within an organization who rely on assistance from one another to fulfill their job responsibilities.

Question 12

Customer attributes are characteristics that allow customers to be categorized.

Accepted Answer

Customer attributes are specific characteristics or features that can be used to categorize customers into different segments based on their preferences, behaviors, demographics, or other relevant factors.

Question 13

Customer service and satisfaction is not easy to measure.

Accepted Answer

Customer service and satisfaction involve subjective experiences and perceptions, making them challenging to quantify and measure accurately.

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

Accepted Answer

The lowest price in town is not an example of customer service; it is a pricing strategy. Customer service involves actions or initiatives taken to enhance the customer experience, such as free car washes, empathy in handling complaints, and 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

Accepted Answer

The use of technology and current information greatly facilitates the provision of excellent customer service by making processes more efficient, improving communication, and providing valuable insights.

Question 16

Technology will never assist in the delivery of customer service.

Accepted Answer

Technology plays a significant role in enhancing customer service through various means such as automation, personalized communication, and efficient data management, thereby improving the overall customer experience.

Question 17

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

Accepted Answer

The five needs often referred to are Service, Price, Quality, Action, and Appreciation, not qualifications.

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.

Accepted Answer

Customer satisfaction refers to the customer's overall feeling of contentment with a customer interaction, reflecting how well the product, service, or experience met or exceeded their expectations.

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.

Accepted Answer

Customer service is anything we do for the customer that enhances their experience. It is not specifically price oriented or entirely knowledge based, and while our personal vision may guide our approach, it is ultimately about meeting the customer's needs and expectations.

Question 20

The overall goal in customer service is:
A)Customer demographics
B)Customer satisfaction
C)Customer action
D)Customer resentment

Accepted Answer

The primary goal in customer service is to achieve customer satisfaction, ensuring that customers have a positive experience with a company's products or services. This leads to repeat business and positive word-of-mouth, which are crucial for a company's success.

Quiz 12: Excellence in Customer Service

_________information is not subjective ad is relatively easy to measure.

Complaint letters can help to reinforce excellence in customer service.

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

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

Customer service requires more than a positive attitude.

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

Customer attributes allow customers to be_______ .

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

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

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

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

Customer attributes are characteristics that allow customers to be categorized.

Customer service and satisfaction is not easy to measure.

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

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

Technology will never assist in the delivery of customer service.

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

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

Customer service is:

The overall goal in customer service is: