Question 1

An airline that divides its customers into VIP, Preferred, and Regular customer sets is practicing what principle?

Accepted Answer

A)  Customer prioritization 
B)  Customer displacement 
C)  Customer segmentation 
D)  Customer clustering 
A)  Customer prioritization 
B)  Customer displacement 
C)  Customer segmentation 
D)  Customer clustering

Question 2

Customer service performance measures should be reviewed and revised when?

Accepted Answer

A)  Rarely 
B)  As conditions merit 
C)  Never 
D)  After each unit of product is sold 
A)  Rarely 
B)  As conditions merit 
C)  Never 
D)  After each unit of product is sold

Question 3

Mystery shopper programs tend to be (for a firm)?

Accepted Answer

A)  Very inexpensive 
B)  Inexpensive 
C)  Expensive 
D)  Conducted at no cost 
A)  Very inexpensive 
B)  Inexpensive 
C)  Expensive 
D)  Conducted at no cost

Question 4

All of the following may be used to measure customer service performance except?

Accepted Answer

A)  Complaint forms 
B)  Product price changes 
C)  Customer satisfaction surveys 
D)  Mystery shoppers 
A)  Complaint forms 
B)  Product price changes 
C)  Customer satisfaction surveys 
D)  Mystery shoppers

Question 5

Describe how a restaurant might enhance their customer service's reliability, recovery, fairness, and wow factor. Give a hypothetical example of each principle in the context of a restaurant.

Accepted Answer

A successful answer will adequ

Question 6

Customer segmentation attempts to?

Accepted Answer

A)  Satisfy profitable customers 
B)  Reduce costs of serving low-profit customers 
C)  Both satisfy profitable customers and reduce costs of serving low-profit customers 
D)  Neither satisfy profitable customers nor reduce costs of servicing low-profit customers 
A)  Satisfy profitable customers 
B)  Reduce costs of serving low-profit customers 
C)  Both satisfy profitable customers and reduce costs of serving low-profit customers 
D)  Neither satisfy profitable customers nor reduce costs of servicing low-profit customers

Question 7

CRM refers to which concept?

Accepted Answer

A)  Customer returns management 
B)  Customer relationship management 
C)  Customer refurbishment management 
D)  Customer retention management 
A)  Customer returns management 
B)  Customer relationship management 
C)  Customer refurbishment management 
D)  Customer retention management

Question 8

Grouping similar customers based on their characteristics is referred to as __________.

Accepted Answer

Customer s

Question 9

Performance metrics for customer relationship initiatives should measure?

Accepted Answer

A)  Customer satisfaction 
B)  Customer loyalty 
C)  Both customer satisfaction and customer loyalty 
D)  Neither customer satisfaction nor customer loyalty 
A)  Customer satisfaction 
B)  Customer loyalty 
C)  Both customer satisfaction and customer loyalty 
D)  Neither customer satisfaction nor customer loyalty

Question 10

Customer service policies will likely consider all of the following except?

Accepted Answer

A)  Guarantees 
B)  Warranties 
C)  Performance standards 
D)  Pricing 
A)  Guarantees 
B)  Warranties 
C)  Performance standards 
D)  Pricing

Question 11

CRM applications are used for customer relationship management.

Accepted Answer

A) True 
 B)False

Question 12

The use of the telephone to identify potential new customers is referred to as?

Accepted Answer

A)  Telemarketing 
B)  Telepresence 
C)  Telekinetics 
D)  Telebranding 
A)  Telemarketing 
B)  Telepresence 
C)  Telekinetics 
D)  Telebranding

Question 13

The "high quality customer service" element of a customer service strategy is achieved by attention to all of the following except?

Accepted Answer

A)  "Wow" factor 
B)  Reliability 
C)  Fairness 
D)  Pricing 
A)  "Wow" factor 
B)  Reliability 
C)  Fairness 
D)  Pricing

Question 14

What is the customer lifetime value of a customer that that generates $5,000 (on average) of annual sales? Assume an 8% discount rate, a 15% profit margin, and a customer expected lifetime of 8 years.

Accepted Answer

A)  Less than $2,000 
B)  Between $2,000 and $3,000 
C)  Between $3,000 and $4,000 
D)  More than $4,000 
A)  Less than $2,000 
B)  Between $2,000 and $3,000 
C)  Between $3,000 and $4,000 
D)  More than $4,000

Question 15

If a company knows that it retained 1,700 customers but lost 250 customers, it would be able to calculate which customer relationship program performance metric?

Accepted Answer

A)  Conversion efficiency 
B)  Customer loss rate 
C)  Senior management commitment 
D)  Maintenance ratio 
A)  Conversion efficiency 
B)  Customer loss rate 
C)  Senior management commitment 
D)  Maintenance ratio

Question 16

A small business owner has noticed that many of the marketing emails (for example, emails advertising an upcoming sale) are being labeled as spam by email services. This would likely be an example of?

Accepted Answer

A)  Negative positive blocking 
B)  False negative blocking 
C)  False positive blocking 
D)  Negative negative blocking 
A)  Negative positive blocking 
B)  False negative blocking 
C)  False positive blocking 
D)  Negative negative blocking

Question 17

Direct mail is often used for all of the following except?

Accepted Answer

A)  Produce prospective customer leads 
B)  Sell to existing customers 
C)  Enhance customer relationships 
D)  Terminate relationships with bad customers 
A)  Produce prospective customer leads 
B)  Sell to existing customers 
C)  Enhance customer relationships 
D)  Terminate relationships with bad customers

Question 18

Marketing to a customer by sending materials to a potential customer's address is known as?

Accepted Answer

A)  Telemarketing 
B)  Parcel marketing 
C)  Direct mail 
D)  Indirect mail 
A)  Telemarketing 
B)  Parcel marketing 
C)  Direct mail 
D)  Indirect mail

Question 19

Customer transactions information will likely include which of the following?

Accepted Answer

A)  Sales calls and service requests 
B)  Customer age and education level 
C)  Purchase and return histories 
D)  Customer responses to promotions 
A)  Sales calls and service requests 
B)  Customer age and education level 
C)  Purchase and return histories 
D)  Customer responses to promotions

Question 20

Delivery of target communications/marketing to customers that are a firm's worst (least profitable) should focus on?

Accepted Answer

A)  Converting the customers to be more profitable 
B)  "Firing" the customers in a diplomatic way 
C)  Abruptly ending communication with the customers 
D)  Steering the customer to other in-house products and services 
A)  Converting the customers to be more profitable 
B)  "Firing" the customers in a diplomatic way 
C)  Abruptly ending communication with the customers 
D)  Steering the customer to other in-house products and services

An airline that divides its customers into VIP, Preferred, and Regular customer sets is practicing what principle?

Customer service performance measures should be reviewed and revised when?

Mystery shopper programs tend to be (for a firm)?

All of the following may be used to measure customer service performance except?

Describe how a restaurant might enhance their customer service's reliability, recovery, fairness, and wow factor. Give a hypothetical example of each principle in the context of a restaurant.

Customer segmentation attempts to?

CRM refers to which concept?

Grouping similar customers based on their characteristics is referred to as __________.

Performance metrics for customer relationship initiatives should measure?

Customer service policies will likely consider all of the following except?

CRM applications are used for customer relationship management.

The use of the telephone to identify potential new customers is referred to as?

The "high quality customer service" element of a customer service strategy is achieved by attention to all of the following except?

What is the customer lifetime value of a customer that that generates $5,000 (on average) of annual sales? Assume an 8% discount rate, a 15% profit margin, and a customer expected lifetime of 8 years.

If a company knows that it retained 1,700 customers but lost 250 customers, it would be able to calculate which customer relationship program performance metric?

A small business owner has noticed that many of the marketing emails (for example, emails advertising an upcoming sale) are being labeled as spam by email services. This would likely be an example of?

Direct mail is often used for all of the following except?

Marketing to a customer by sending materials to a potential customer's address is known as?

Customer transactions information will likely include which of the following?

Delivery of target communications/marketing to customers that are a firm's worst (least profitable) should focus on?

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

An airline that divides its customers into VIP, Preferred, and Regular customer sets is practicing what principle?

Customer service performance measures should be reviewed and revised when?

Mystery shopper programs tend to be (for a firm)?

All of the following may be used to measure customer service performance except?

Describe how a restaurant might enhance their customer service's reliability, recovery, fairness, and wow factor. Give a hypothetical example of each principle in the context of a restaurant.

Customer segmentation attempts to?

CRM refers to which concept?

Grouping similar customers based on their characteristics is referred to as __________.

Performance metrics for customer relationship initiatives should measure?

Customer service policies will likely consider all of the following except?

CRM applications are used for customer relationship management.

The use of the telephone to identify potential new customers is referred to as?

The "high quality customer service" element of a customer service strategy is achieved by attention to all of the following except?

What is the customer lifetime value of a customer that that generates $5,000 (on average) of annual sales? Assume an 8% discount rate, a 15% profit margin, and a customer expected lifetime of 8 years.

If a company knows that it retained 1,700 customers but lost 250 customers, it would be able to calculate which customer relationship program performance metric?

A small business owner has noticed that many of the marketing emails (for example, emails advertising an upcoming sale) are being labeled as spam by email services. This would likely be an example of?

Direct mail is often used for all of the following except?

Marketing to a customer by sending materials to a potential customer's address is known as?

Customer transactions information will likely include which of the following?

Delivery of target communications/marketing to customers that are a firm's worst (least profitable) should focus on?

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