Question 1

The _____ function in Excel is used to calculate customer lifetime value.

Accepted Answer

The answer of The _____ function in Excel is used...

Question 2

"Customer service authority" most closely refers to?

Accepted Answer

A)  Determining which aspects of customer service a customer may access 
B)  Determining how a customer may interact with customer service 
C)  Determining how customer service decision-making authority is allocated within the firm 
D)  Determining who within the organization may make contact with the customer 
A)  Determining which aspects of customer service a customer may access 
B)  Determining how a customer may interact with customer service 
C)  Determining how customer service decision-making authority is allocated within the firm 
D)  Determining who within the organization may make contact with the customer

Question 3

That overall job satisfaction is a critical link to employee performance, including their customer service performance, is sometimes referred to as?

Accepted Answer

A)  The joyful-producer hypothesis 
B)  The happy-efficient worker hypothesis 
C)  The happy-productive worker hypothesis 
D)  The productive worker hypothesis 
A)  The joyful-producer hypothesis 
B)  The happy-efficient worker hypothesis 
C)  The happy-productive worker hypothesis 
D)  The productive worker hypothesis

Question 4

A ________ is a professional that poses as a customer to assess customer service performance.

Accepted Answer

The answer of A ________ is a professional that poses...

Question 5

A company may discover that it has (in the past) made significant efforts to retain unprofitable customers.

Accepted Answer

A) True 
 B)False

Question 6

The organization within a firm that is most likely to be responsible for internal and external audits, for the creation of strategic service plans, and other customer service activities is likely the?

Accepted Answer

A)  Customer service department 
B)  Customer focus department 
C)  Customer satisfaction department 
D)  Customer engagement department 
A)  Customer service department 
B)  Customer focus department 
C)  Customer satisfaction department 
D)  Customer engagement department

Question 7

A professional that is hired to pose as a customer to assess customer service performance is a(n)?

Accepted Answer

A)  Imposter customer 
B)  Undercover shopper 
C)  Mystery shopper 
D)  Shopping spy 
A)  Imposter customer 
B)  Undercover shopper 
C)  Mystery shopper 
D)  Shopping spy

Question 8

A company adding unexpected touches to a service that are meant to impress customers is referred to as "wow factor."

Accepted Answer

A) True 
 B)False

Question 9

The design and delivery of high-value customer service activities is referred to as __________.

Accepted Answer

The custom

Question 10

The use of call center agents that can be located essentially anywhere is referred to as the use of a?

Accepted Answer

A)  Distributed call center 
B)  Managed call center 
C)  Virtual call center 
D)  Passive call center 
A)  Distributed call center 
B)  Managed call center 
C)  Virtual call center 
D)  Passive call center

Question 11

What is the Excel function that is used to calculate customer lifetime value?

Accepted Answer

A)  EMV 
B)  CLT 
C)  PV 
D)  NPV 
A)  EMV 
B)  CLT 
C)  PV 
D)  NPV

Question 12

The 80/20 rule for customer profitability refers to what?

Accepted Answer

A)  That most of a firm's customers are likely to be high profit customers 
B)  That most of a firm's efforts at retaining customers will be focused on a small group of customers 
C)  That most of a firm's profits are generated from a relatively small group of customers 
D)  That most of a firm's customers will complain about service at some point in time. 
A)  That most of a firm's customers are likely to be high profit customers 
B)  That most of a firm's efforts at retaining customers will be focused on a small group of customers 
C)  That most of a firm's profits are generated from a relatively small group of customers 
D)  That most of a firm's customers will complain about service at some point in time.

Question 13

Safety stock levels for each product is what type of customer service performance measure?

Accepted Answer

A)  Non-transaction 
B)  Transaction 
C)  Pre-transaction 
D)  Post-transaction 
A)  Non-transaction 
B)  Transaction 
C)  Pre-transaction 
D)  Post-transaction

Question 14

Employee job satisfaction is __________ with customer service performance productivity.

Accepted Answer

A)  Weakly correlated 
B)  Correlated 
C)  Strongly correlated 
D)  Not correlated 
A)  Weakly correlated 
B)  Correlated 
C)  Strongly correlated 
D)  Not correlated

Question 15

Allowing another firm to perform customer service duties on behalf of your firm is referred to as outsourcing customer service.

Accepted Answer

A) True 
 B)False

Question 16

What type of customer service performance monitoring is likely to be used in an environment like a restaurant where it is often impractical to monitor customer service performance at all times?

Accepted Answer

A)  Continuous 
B)  Automated 
C)  Random 
D)  Perpetual 
A)  Continuous 
B)  Automated 
C)  Random 
D)  Perpetual

Question 17

The creation and management of customer relationships should lead to all of the following except?

Accepted Answer

A)  Enhanced customer experience 
B)  Enhanced customer loyalty 
C)  Increased sales 
D)  Increased product returns 
A)  Enhanced customer experience 
B)  Enhanced customer loyalty 
C)  Increased sales 
D)  Increased product returns

Question 18

Customer segmentation refers to a firm grouping its customers within its customer database.

Accepted Answer

A) True 
 B)False

Question 19

Each item below is a potential downside to the deployment of a CRM application except?

Accepted Answer

A)  Expensive 
B)  May decrease access to customers 
C)  Time consuming 
D)  Difficult to train users 
A)  Expensive 
B)  May decrease access to customers 
C)  Time consuming 
D)  Difficult to train users

Question 20

McDonald's restaurants responded to customer dissatisfaction in the early 2000s by?

Accepted Answer

A)  Incorporating healthier meal options and remodeling restaurants 
B)  Closing restaurants in some areas 
C)  Increasing portion size 
D)  Decreasing availability of some breakfast items 
A)  Incorporating healthier meal options and remodeling restaurants 
B)  Closing restaurants in some areas 
C)  Increasing portion size 
D)  Decreasing availability of some breakfast items

The _____ function in Excel is used to calculate customer lifetime value.

"Customer service authority" most closely refers to?

That overall job satisfaction is a critical link to employee performance, including their customer service performance, is sometimes referred to as?

A ________ is a professional that poses as a customer to assess customer service performance.

A company may discover that it has (in the past) made significant efforts to retain unprofitable customers.

The organization within a firm that is most likely to be responsible for internal and external audits, for the creation of strategic service plans, and other customer service activities is likely the?

A professional that is hired to pose as a customer to assess customer service performance is a(n)?

A company adding unexpected touches to a service that are meant to impress customers is referred to as "wow factor."

The design and delivery of high-value customer service activities is referred to as __________.

The use of call center agents that can be located essentially anywhere is referred to as the use of a?

What is the Excel function that is used to calculate customer lifetime value?

The 80/20 rule for customer profitability refers to what?

Safety stock levels for each product is what type of customer service performance measure?

Employee job satisfaction is __________ with customer service performance productivity.

Allowing another firm to perform customer service duties on behalf of your firm is referred to as outsourcing customer service.

What type of customer service performance monitoring is likely to be used in an environment like a restaurant where it is often impractical to monitor customer service performance at all times?

The creation and management of customer relationships should lead to all of the following except?

Customer segmentation refers to a firm grouping its customers within its customer database.

Each item below is a potential downside to the deployment of a CRM application except?

McDonald's restaurants responded to customer dissatisfaction in the early 2000s by?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters

Exam 5: Customer Relationships and Customer Service

The _____ function in Excel is used to calculate customer lifetime value.

"Customer service authority" most closely refers to?

That overall job satisfaction is a critical link to employee performance, including their customer service performance, is sometimes referred to as?

A ________ is a professional that poses as a customer to assess customer service performance.

A company may discover that it has (in the past) made significant efforts to retain unprofitable customers.

The organization within a firm that is most likely to be responsible for internal and external audits, for the creation of strategic service plans, and other customer service activities is likely the?

A professional that is hired to pose as a customer to assess customer service performance is a(n)?

A company adding unexpected touches to a service that are meant to impress customers is referred to as "wow factor."

The design and delivery of high-value customer service activities is referred to as __________.

The use of call center agents that can be located essentially anywhere is referred to as the use of a?

What is the Excel function that is used to calculate customer lifetime value?

The 80/20 rule for customer profitability refers to what?

Safety stock levels for each product is what type of customer service performance measure?

Employee job satisfaction is __________ with customer service performance productivity.

Allowing another firm to perform customer service duties on behalf of your firm is referred to as outsourcing customer service.

What type of customer service performance monitoring is likely to be used in an environment like a restaurant where it is often impractical to monitor customer service performance at all times?

The creation and management of customer relationships should lead to all of the following except?

Customer segmentation refers to a firm grouping its customers within its customer database.

Each item below is a potential downside to the deployment of a CRM application except?

McDonald's restaurants responded to customer dissatisfaction in the early 2000s by?

Operations Management, Processes, and Supply Chain Management

Corporate Strategy, Performance, and Sustainability

Product Design and Development

Process Design and Capacity Management

Demand Management, Forecasting, and Aggregate Planning

Independent Demand Inventory Management

Material Flow Analysis and Facility Layouts

Supplement: Job Scheduling and Vehicle Routing

Lean Systems

Managing Customer and Work Flows

Managing Information Flowsmrp and Erp

Managing Projects

Six Sigma Quality Management

Supplement: Statistical Quality Control

Global Supply Management

Location, Logistics, and Product Returns

Integrating Processes Along the Supply Chain

Filters