Question 1

Customer relationship initiatives for a firm's best customers should focus on?

Accepted Answer

A)  Maintaining and cultivating the existing relationship 
B)  Attempting to increase sales of additional goods and services to these customers 
C)  Both maintaining and cultivating the existing relationship and attempting to increase sales of additional goods and services to these customers 
D)  Severing ties with the customers 
A)  Maintaining and cultivating the existing relationship 
B)  Attempting to increase sales of additional goods and services to these customers 
C)  Both maintaining and cultivating the existing relationship and attempting to increase sales of additional goods and services to these customers 
D)  Severing ties with the customers

Question 2

If not done carefully, telemarketing can be seen by some as ________.

Accepted Answer

The answer of If not done carefully, telemarketing can be...

Question 3

Information collected about customers may include all of the following except?

Accepted Answer

A)  Customer transactions 
B)  Customer contacts 
C)  Demographic information 
D)  Customer health information 
A)  Customer transactions 
B)  Customer contacts 
C)  Demographic information 
D)  Customer health information

Question 4

Transaction elements of customer service occur during what time frame?

Accepted Answer

A)  Prior to the sale of goods and services 
B)  During the order cycle 
C)  After the product or service has been sold 
D)  Before the product or service is designed 
A)  Prior to the sale of goods and services 
B)  During the order cycle 
C)  After the product or service has been sold 
D)  Before the product or service is designed

Question 5

A company's response to a failure of its customer service is __________.

Accepted Answer

The answer of A company's response to a failure of...

Question 6

Which of the following is a post-transaction customer service performance measure?

Accepted Answer

A)  Hours of training completed 
B)  Number of warranty services performed 
C)  Time to fill customer order 
D)  Percent returns/adjustments 
A)  Hours of training completed 
B)  Number of warranty services performed 
C)  Time to fill customer order 
D)  Percent returns/adjustments

Question 7

Service recovery is an attempt by a firm to recover from a customer service failure.

Accepted Answer

A) True 
 B)False

Question 8

What percentage (approximately) of quick-service firms use mystery shoppers to evaluate customer service performance?

Accepted Answer

A)  5% 
B)  25% 
C)  50% 
D)  75% 
A)  5% 
B)  25% 
C)  50% 
D)  75%

Question 9

Most of a firm's profits being generated by a relatively small group of customers is referred to as the?

Accepted Answer

A)  90/10 rule 
B)  80/20 rule 
C)  70/30 rule 
D)  50/50 rule 
A)  90/10 rule 
B)  80/20 rule 
C)  70/30 rule 
D)  50/50 rule

Question 10

Grouping customers within a firm's customer database is referred to as?

Accepted Answer

A)  Customer segmentation 
B)  Customer discrimination 
C)  Customer loyalty determination 
D)  Customer partitioning 
A)  Customer segmentation 
B)  Customer discrimination 
C)  Customer loyalty determination 
D)  Customer partitioning

Question 11

Targeted email campaigns are typically?

Accepted Answer

A)  High cost and high response rate 
B)  High cost and low response rate 
C)  Low cost and high response rate 
D)  Low cost and low response rate 
A)  High cost and high response rate 
B)  High cost and low response rate 
C)  Low cost and high response rate 
D)  Low cost and low response rate

Question 12

Assembled groups of customers giving their opinions to company personnel regarding various proposed program initiatives are known as?

Accepted Answer

A)  Open forums 
B)  Focus groups 
C)  Roundtables 
D)  Town halls 
A)  Open forums 
B)  Focus groups 
C)  Roundtables 
D)  Town halls

Question 13

A company keeping its promises and delivering services that are accurate and dependable refers to which basic customer service principle?

Accepted Answer

A)  Recovery 
B)  Reliability 
C)  Fairness 
D)  Wow factor 
A)  Recovery 
B)  Reliability 
C)  Fairness 
D)  Wow factor

Question 14

Fostering achievements in customer service as a part of a customer service strategy should include which of the following?

Accepted Answer

A)  Employee incentives 
B)  Customer incentives 
C)  Employee training 
D)  Customer training 
A)  Employee incentives 
B)  Customer incentives 
C)  Employee training 
D)  Customer training

Question 15

External customer service audits are likely to occur?

Accepted Answer

A)  Once, at the beginning of a customer service initiative 
B)  Repeatedly over time 
C)  Once, at the conclusion of a customer service initiative 
D)  Only in case of a customer service failure 
A)  Once, at the beginning of a customer service initiative 
B)  Repeatedly over time 
C)  Once, at the conclusion of a customer service initiative 
D)  Only in case of a customer service failure

Question 16

Recovery, in the context of the four basic customer service principles, refers to?

Accepted Answer

A)  Companies keeping their promises with services that are accurate and dependable 
B)  Companies respecting their customers and treating them in a fair and ethical way 
C)  Companies adding unexpected touches to their service 
D)  Companies fixing their customers' problems in a quick, meaningful way 
A)  Companies keeping their promises with services that are accurate and dependable 
B)  Companies respecting their customers and treating them in a fair and ethical way 
C)  Companies adding unexpected touches to their service 
D)  Companies fixing their customers' problems in a quick, meaningful way

Question 17

When customer service performance measures are collected as random samples, how should the performance measures be evaluated?

Accepted Answer

A)  The minimum value should be selected 
B)  The maximum value should be selected 
C)  They should be averaged 
D)  Customer service performance measures should not be collected as random samples 
A)  The minimum value should be selected 
B)  The maximum value should be selected 
C)  They should be averaged 
D)  Customer service performance measures should not be collected as random samples

Question 18

In assessing possible new customers, a distributor desires that a new customer have a customer lifetime value of at least $10,000. Assuming an 8% discount rate, average annual sales of $65,000, and a customer expected lifetime of 10 years, what is the minimum profit margin needed to assure a lifetime value of at least $10,000?

Accepted Answer

A)  10% 
B)  11% 
C)  12% 
D)  13% 
A)  10% 
B)  11% 
C)  12% 
D)  13%

Question 19

Describe the potential benefits and risks of outsourcing customer service activities.

Accepted Answer

A successful answer should add

Question 20

Percentage of invoices with errors 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

Customer relationship initiatives for a firm's best customers should focus on?

If not done carefully, telemarketing can be seen by some as ________.

Information collected about customers may include all of the following except?

Transaction elements of customer service occur during what time frame?

A company's response to a failure of its customer service is __________.

Which of the following is a post-transaction customer service performance measure?

Service recovery is an attempt by a firm to recover from a customer service failure.

What percentage (approximately) of quick-service firms use mystery shoppers to evaluate customer service performance?

Most of a firm's profits being generated by a relatively small group of customers is referred to as the?

Grouping customers within a firm's customer database is referred to as?

Targeted email campaigns are typically?

Assembled groups of customers giving their opinions to company personnel regarding various proposed program initiatives are known as?

A company keeping its promises and delivering services that are accurate and dependable refers to which basic customer service principle?

Fostering achievements in customer service as a part of a customer service strategy should include which of the following?

External customer service audits are likely to occur?

Recovery, in the context of the four basic customer service principles, refers to?

When customer service performance measures are collected as random samples, how should the performance measures be evaluated?

Describe the potential benefits and risks of outsourcing customer service activities.

Percentage of invoices with errors is what type of customer service performance measure?

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

Customer relationship initiatives for a firm's best customers should focus on?

If not done carefully, telemarketing can be seen by some as ________.

Information collected about customers may include all of the following except?

Transaction elements of customer service occur during what time frame?

A company's response to a failure of its customer service is __________.

Which of the following is a post-transaction customer service performance measure?

Service recovery is an attempt by a firm to recover from a customer service failure.

What percentage (approximately) of quick-service firms use mystery shoppers to evaluate customer service performance?

Most of a firm's profits being generated by a relatively small group of customers is referred to as the?

Grouping customers within a firm's customer database is referred to as?

Targeted email campaigns are typically?

Assembled groups of customers giving their opinions to company personnel regarding various proposed program initiatives are known as?

A company keeping its promises and delivering services that are accurate and dependable refers to which basic customer service principle?

Fostering achievements in customer service as a part of a customer service strategy should include which of the following?

External customer service audits are likely to occur?

Recovery, in the context of the four basic customer service principles, refers to?

When customer service performance measures are collected as random samples, how should the performance measures be evaluated?

Describe the potential benefits and risks of outsourcing customer service activities.

Percentage of invoices with errors is what type of customer service performance measure?

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