Question 1

Firms that establish effective inventory management policies, perform accurate sales forecasts, and maintain effective transportation and distribution operations are adhering to the customer service objective of
A)consistency.
B)ease of doing business.
C)reliability.
D)timeliness.
E)order.

Accepted Answer

The answer of Firms that establish effective inventory management policies,...

Question 2

According to your text, what is a major part of ease of doing business?
A)profitability
B)convenience
C)dependability
D)fairness
E)reliability

Accepted Answer

The answer of According to your text, what is a...

Question 3

Alton ordered an official NFL jersey for his son's birthday and is hoping it will arrive on time. Luckily, the company sent him the FedEx tracking number of the package so Alton can track the package and know exactly when it will arrive. This form of customer communication is referred to as ________ communication.
A)delivery status
B)order authorization
C)product fulfillment
D)dispatch
E)order status

Accepted Answer

The answer of Alton ordered an official NFL jersey for...

Question 4

What is one of the four common objectives listed in your text for all employees when building an effective customer service strategy?
A)profitability
B)responsiveness
C)customer equity
D)empowerment
E)ease of doing business

Accepted Answer

Responsiveness is a key objective in customer service strategies as it involves timely and effective communication with customers to meet their needs and resolve issues.

Question 5

Predictive modeling allows the company to monitor the actual costs of doing business with customers to ensure that it is focusing on the most profitable customers.

Accepted Answer

The answer of Predictive modeling allows the company to monitor...

Question 6

The two methods that encompass customer service activities are
A)human and mechanical.
B)internal and external.
C)immediate and long-term.
D)customer-initiated and company-initiated.
E)face-to-face and over-the-phone.

Accepted Answer

The answer of The two methods that encompass customer service...

Question 7

Cognitive dissonance is also referred to as buyer's remorse.

Accepted Answer

Cognitive dissonance can occur after making a purchase, leading to feelings of regret or buyer's remorse when the buyer questions their decision.

Question 8

Share of customer differs from market share in that it measures the quantity of purchase dollars each customer spends on the company's products rather than the number of customers.

Accepted Answer

Share of customer focuses on the amount of money a customer spends on a company's products or services, whereas market share measures a company's sales volume or revenue as a proportion of total sales or revenue in the market.

Question 9

Placing an order for a product on a company's web page is a(n)________ method for direct customer interaction.
A)external
B)secondary
C)internal
D)human
E)mechanical

Accepted Answer

The answer of Placing an order for a product on...

Question 10

Which company most likely has a philosophy that elevates customer service to the highest level?
A)a company that would rather have customers go to the customer service department than let salespeople handle complaints
B)a company whose website shows the product offering, but doesn't allow customers to purchase items online
C)a company that allows customers to request a shipping label to return a product
D)a company that institutes a no-hassle, no time-limit return policy
E)a company that allows items purchased online to be returned within 10 days

Accepted Answer

A no-hassle, no time-limit return policy demonstrates a strong commitment to customer satisfaction and service, indicating that the company prioritizes the customer experience above all.

Question 11

All of the activities a firm engages in to satisfy the needs and wants of its customers is referred to as
A)touch points.
B)customer service.
C)customer satisfaction.
D)relationship management.
E)customer communication.

Accepted Answer

Touch points are all of the activities a firm engages in to satisfy the needs and wants of its customers.

Question 12

According to your text, the ultimate goal of delivering superior customer service is to
A)decrease customer complaints.
B)increase brand recognition.
C)decrease product returns.
D)increase brand loyalty.
E)increase the target market.

Accepted Answer

The answer of According to your text, the ultimate goal...

Question 13

The function that takes in orders, checks stock for availability, and prints tickets for warehouse workers to reference as they select products from warehouse locations occurs during which stage of the order cycle?
A)filling order
B)placing order
C)acknowledging order
D)delivering order
E)processing order

Accepted Answer

The answer of The function that takes in orders, checks...

Question 14

Companies seeking to protect customer information need only rely on the laws the U.S. government has put in place for protecting the financial, health, telephone, and e-mail information of citizens.

Accepted Answer

While U.S. laws provide a framework for protecting certain types of information, companies also need to implement their own security measures and policies to effectively protect customer information, as laws may not cover all aspects of data security and privacy.

Question 15

The total amount of time companies use to take a customer order and deliver goods to a customer is referred to as the
A)sales cycle.
B)purchase process.
C)transaction route.
D)order cycle.
E)procurement process.

Accepted Answer

The answer of The total amount of time companies use...

Question 16

The type of customer communication that provides the customer with information concerning the completeness of the order, when it will ship from the firm, and when it will arrive to the customer is called ________ communication.
A)dispatch
B)product fulfillment
C)order authorization
D)delivery status
E)order status

Accepted Answer

Order status communication is specifically designed to inform the customer about the progress of their order, including its completeness, shipping schedule, and expected delivery date. This type of communication keeps the customer informed about the status of their purchase from the moment the order is placed until it is delivered.

Question 17

Lifetime value measures the extent to which a company puts effort into servicing its customers' needs, based on an understanding of each customer's profitability.
A)Research suggests that it takes more money to keep a current customer than to acquire a new one.
B)Only large companies that deal with many customers need to worry about good customer service.
C)Customers are getting used to poor customer service and it doesn't bother them that much.
D)Good customer service is not necessary for B₂B transactions.
E)Good customer service alone doesn't necessarily make customers happy.

Accepted Answer

The answer of Lifetime value measures the extent to which...

Question 18

The term ease of doing business refers to
A)the ease with which a product can be promoted effectively.
B)how quickly a firm can recoup its costs and begin making a profit.
C)how complicated the process is for producing and delivering a product.
D)the amount of effort required on the part of a customer when dealing with a firm.
E)the ease with which a business can secure financing to start operating its business.

Accepted Answer

Ease of doing business refers to how quickly a firm can recoup its costs and begin making a profit, as it encompasses the regulatory environment and operational efficiency that affect business operations.

Question 19

The ability of a company to deliver a good or service by the time the customer expects to have it available for sale or consumption is referred to as
A)order.
B)timeliness.
C)reliability.
D)ease of doing business.
E)consistency.

Accepted Answer

The answer of The ability of a company to deliver...

Question 20

What is the customer service objective that involves ensuring customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order?
A)order
B)consistency
C)reliability
D)ease of doing business
E)timeliness

Accepted Answer

Reliability in customer service refers to the ability of a company to deliver its products or services as promised, on time, and without errors, thus ensuring customers can depend on the company for their needs.

Quiz 15: Customer Relationship Management

Firms that establish effective inventory management policies, perform accurate sales forecasts, and maintain effective transportation and distribution operations are adhering to the customer service objective of

According to your text, what is a major part of ease of doing business?

What is one of the four common objectives listed in your text for all employees when building an effective customer service strategy?

Predictive modeling allows the company to monitor the actual costs of doing business with customers to ensure that it is focusing on the most profitable customers.

The two methods that encompass customer service activities are

Cognitive dissonance is also referred to as buyer's remorse.

Share of customer differs from market share in that it measures the quantity of purchase dollars each customer spends on the company's products rather than the number of customers.

Placing an order for a product on a company's web page is a(n) ________ method for direct customer interaction.

Which company most likely has a philosophy that elevates customer service to the highest level?

All of the activities a firm engages in to satisfy the needs and wants of its customers is referred to as

According to your text, the ultimate goal of delivering superior customer service is to

The function that takes in orders, checks stock for availability, and prints tickets for warehouse workers to reference as they select products from warehouse locations occurs during which stage of the order cycle?

Companies seeking to protect customer information need only rely on the laws the U.S. government has put in place for protecting the financial, health, telephone, and e-mail information of citizens.

The total amount of time companies use to take a customer order and deliver goods to a customer is referred to as the

The type of customer communication that provides the customer with information concerning the completeness of the order, when it will ship from the firm, and when it will arrive to the customer is called ________ communication.

Lifetime value measures the extent to which a company puts effort into servicing its customers' needs, based on an understanding of each customer's profitability.

The term ease of doing business refers to

The ability of a company to deliver a good or service by the time the customer expects to have it available for sale or consumption is referred to as

What is the customer service objective that involves ensuring customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order?