Question 1

Which of the following is not a measure of customer experience satisfaction?

Accepted Answer

A)  Speed of answering the telephone 
B)  Customer surveys 
C)  Complaint analysis 
D)  Focus groups 
A)  Speed of answering the telephone 
B)  Customer surveys 
C)  Complaint analysis 
D)  Focus groups A

Question 2

Arnold has just purchased his first Apple product, an iPhone. What stage of engagement is Arnold in following this purchase?

Accepted Answer

A)  Growth through value creation 
B)  Conversion 
C)  Discovery 
D)  Consideration 
A)  Growth through value creation 
B)  Conversion 
C)  Discovery 
D)  Consideration B

Question 3

If there is an inability to create customer profiles based on customers' past behaviour, then the barrier to engagement is lack of resources.

Accepted Answer

A) True 
 B)False  True

Question 4

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Accepted Answer

A) True 
 B)False

Question 5

Customer loyalty is built as customers' needs are met.

Accepted Answer

A) True 
 B)False

Question 6

A quality interaction between customer and service provider is

Accepted Answer

A)  a sign of goodwill between the organisation and its customers. 
B)  dependent solely on good communication strategies. 
C)  the basis of quality customer service. 
D)  due to clever advertising. 
A)  a sign of goodwill between the organisation and its customers. 
B)  dependent solely on good communication strategies. 
C)  the basis of quality customer service. 
D)  due to clever advertising.

Question 7

To create a positive impression and foster goodwill towards an organisation, staff need to

Accepted Answer

A)  acknowledge and greet customers appropriately. 
B)  listen to customers' expressions of their needs with respect. 
C)  know their product and the service they are delivering. 
D)  All of the above 
A)  acknowledge and greet customers appropriately. 
B)  listen to customers' expressions of their needs with respect. 
C)  know their product and the service they are delivering. 
D)  All of the above

Question 8

During which stage of customer engagement do you need to offer compelling content in order to get the customer to choose the brand?

Accepted Answer

A)  Conversion 
B)  Discovery 
C)  Consideration 
D)  Unawareness 
A)  Conversion 
B)  Discovery 
C)  Consideration 
D)  Unawareness

Question 9

The Internet and email have changed the way customers relate to customer service.

Accepted Answer

A) True 
 B)False

Question 10

When there is insufficient communication with customers, what is the barrier to customer engagement?

Accepted Answer

A)  Misalignment of strategies and actions 
B)  Short-term thinking 
C)  Fear of change and innovation 
D)  Informational flow 
A)  Misalignment of strategies and actions 
B)  Short-term thinking 
C)  Fear of change and innovation 
D)  Informational flow

Question 11

Some aspects of customer experience are outside of organisational control.

Accepted Answer

A) True 
 B)False

Question 12

A single communication channel should be available to customers to commence, continue and complete interactions with the organisation.

Accepted Answer

A) True 
 B)False

Question 13

Organisations focusing on customer experience view technology as

Accepted Answer

A)  a product to deliver service to customers. 
B)  a platform for innovation and fostering better experiences. 
C)  a way to manage customer relationship management. 
D)  a way to monitor staff Internet usage. 
A)  a product to deliver service to customers. 
B)  a platform for innovation and fostering better experiences. 
C)  a way to manage customer relationship management. 
D)  a way to monitor staff Internet usage.

Question 14

Customer satisfaction is really about

Accepted Answer

A)  preparation, presentation and follow-up from product and service providers to reduce complaints. 
B)  collecting customer engagement data and then setting and maintaining minimum standards to reduce complaints. 
C)  listening to your customers and then telling them what they want to hear. 
D)  building an experience that meets or exceeds a customer's needs and expectations. 
A)  preparation, presentation and follow-up from product and service providers to reduce complaints. 
B)  collecting customer engagement data and then setting and maintaining minimum standards to reduce complaints. 
C)  listening to your customers and then telling them what they want to hear. 
D)  building an experience that meets or exceeds a customer's needs and expectations.

Question 15

What can help create a positive impression in customer service?

Accepted Answer

A)  Good interpersonal skills 
B)  Using passive listening skills 
C)  Offering cheap goods and services 
D)  Offering bonus buys 
A)  Good interpersonal skills 
B)  Using passive listening skills 
C)  Offering cheap goods and services 
D)  Offering bonus buys

Question 16

The beginning stage where customers just find out about your company is the stage of discovery.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following indicates the extent to which customers are committed to an organisation's products or services and the strength of customers' predisposition to select one brand over another?

Accepted Answer

A)  Customer satisfaction 
B)  Customer engagement 
C)  Customer loyalty 
D)  Customer communication 
A)  Customer satisfaction 
B)  Customer engagement 
C)  Customer loyalty 
D)  Customer communication

Question 18

Enabling customers to communicate perceptions of a product on Twitter and then continue the same conversation in a text message thread or on a phone call is an example of omni-channel customer service.

Accepted Answer

A) True 
 B)False

Question 19

Throughout the complaint-handling process, confidentiality must be assured.

Accepted Answer

A) True 
 B)False

Question 20

Customer satisfaction occurs when organisations

Accepted Answer

A)  build customer engagement around the customers' needs and expectations. 
B)  identify customers' needs and expectations. 
C)  meet the needs and expectations of customers. 
D)  improve the customer value package. 
A)  build customer engagement around the customers' needs and expectations. 
B)  identify customers' needs and expectations. 
C)  meet the needs and expectations of customers. 
D)  improve the customer value package.

Exam 10: Customer Engagement

Which of the following is not a measure of customer experience satisfaction?

Arnold has just purchased his first Apple product, an iPhone. What stage of engagement is Arnold in following this purchase?

If there is an inability to create customer profiles based on customers' past behaviour, then the barrier to engagement is lack of resources.

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Customer loyalty is built as customers' needs are met.

A quality interaction between customer and service provider is

To create a positive impression and foster goodwill towards an organisation, staff need to

During which stage of customer engagement do you need to offer compelling content in order to get the customer to choose the brand?

The Internet and email have changed the way customers relate to customer service.

When there is insufficient communication with customers, what is the barrier to customer engagement?

Some aspects of customer experience are outside of organisational control.

A single communication channel should be available to customers to commence, continue and complete interactions with the organisation.

Organisations focusing on customer experience view technology as

Customer satisfaction is really about

What can help create a positive impression in customer service?

The beginning stage where customers just find out about your company is the stage of discovery.

Which of the following indicates the extent to which customers are committed to an organisation's products or services and the strength of customers' predisposition to select one brand over another?

Enabling customers to communicate perceptions of a product on Twitter and then continue the same conversation in a text message thread or on a phone call is an example of omni-channel customer service.

Throughout the complaint-handling process, confidentiality must be assured.

Customer satisfaction occurs when organisations

Communication Foundations

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Public Relations

Managing Big Data and Knowledge

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking, Argument, Logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking

Writing for the Professions

Writing Correspondence, Emails and Short Reports

Writing Long Reports

Writing Reflective Journals

Academic Writing

Social Media

Writing for the Web

The Job Search, Résumés and Interviews in the Digital Era

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