Question 1

Which of the following is not one of the steps to becoming a customer-driven work team?

Accepted Answer

A)  Identify your customers, listen to them and make meeting or exceeding their needs and wants your primary goal. 
B)  Develop work procedures that reliably satisfy your customers. 
C)  Build a culture that focuses team members on their customers and providing what they want. 
D)  Provide a cheaper product than competitors by always matching or beating competitors' prices. 
E)  Use customer-friendly systems and policies to build strong relationships with your service partners. 
A)  Identify your customers, listen to them and make meeting or exceeding their needs and wants your primary goal. 
B)  Develop work procedures that reliably satisfy your customers. 
C)  Build a culture that focuses team members on their customers and providing what they want. 
D)  Provide a cheaper product than competitors by always matching or beating competitors' prices. 
E)  Use customer-friendly systems and policies to build strong relationships with your service partners. D

Question 2

Once you have heard a customer's complaint in full and have come up with what you consider to be an appropriate solution to it, you should:

Accepted Answer

A)  implement the solution. 
B)  submit your solution up the chain of command for approval. 
C)  inform the customer of your solution, and then implement it. 
D)  check with the customer that the solution is acceptable to them before implementing it. 
E)  None of these responses are correct. 
A)  implement the solution. 
B)  submit your solution up the chain of command for approval. 
C)  inform the customer of your solution, and then implement it. 
D)  check with the customer that the solution is acceptable to them before implementing it. 
E)  None of these responses are correct. D

Question 3

Which of the following is an example of an external customer of a furniture retailer?

Accepted Answer

A)  A leather lounge suite supplier 
B)  A sales person 
C)  A contract delivery driver 
D)  A consumer purchasing a new lounge suite 
E)  The manager of despatch department 
A)  A leather lounge suite supplier 
B)  A sales person 
C)  A contract delivery driver 
D)  A consumer purchasing a new lounge suite 
E)  The manager of despatch department D

Question 4

If you are unable to resolve a customer's problem on the spot, you should:

Accepted Answer

A)  tell them to come back another time. 
B)  refer the matter to another staff member. 
C)  add it to any other existing complaints requiring follow-up, and resolve each of them in the order in which they were received. 
D)  let them know you will get back to them and, when you next get a chance, follow it up and contact them. 
E)  let them know you will get back to them by a specific time with a solution, and do so. 
A)  tell them to come back another time. 
B)  refer the matter to another staff member. 
C)  add it to any other existing complaints requiring follow-up, and resolve each of them in the order in which they were received. 
D)  let them know you will get back to them and, when you next get a chance, follow it up and contact them. 
E)  let them know you will get back to them by a specific time with a solution, and do so.

Question 5

Moments of truth (MOTs) can occur with customers:

Accepted Answer

A)  via an automated telephone system. 
B)  via an organisation's website. 
C)  via face-to-face contact. 
D)  via telephone contact. 
E)  All of these responses are correct. 
A)  via an automated telephone system. 
B)  via an organisation's website. 
C)  via face-to-face contact. 
D)  via telephone contact. 
E)  All of these responses are correct.

Question 6

The main benefit of obtaining feedback from lost customers is:

Accepted Answer

A)  to find out why they left and try to attract them back. 
B)  to find out what your competitors are offering. 
C)  to fix the cause of why they left before other customers also leave. 
D)  to allow you to keep them on your database, thus making your business seem more valuable to shareholders than it actually is. 
E)  None of these responses are correct. 
A)  to find out why they left and try to attract them back. 
B)  to find out what your competitors are offering. 
C)  to fix the cause of why they left before other customers also leave. 
D)  to allow you to keep them on your database, thus making your business seem more valuable to shareholders than it actually is. 
E)  None of these responses are correct.

Question 7

When American jeans maker Levi Strauss noted customers ripping their jeans, and subsequently released a line of ready-ripped jeans, its approach to improving the service provided to its customers involved:

Accepted Answer

A)  asking customers about the products they wanted. 
B)  observing customers. 
C)  analysing the complaints of customers. 
D)  responding to the volume of sales to customers. 
E)  surveying customers. 
A)  asking customers about the products they wanted. 
B)  observing customers. 
C)  analysing the complaints of customers. 
D)  responding to the volume of sales to customers. 
E)  surveying customers.

Question 8

The most effective way to handle a difficult customer complaint is to:

Accepted Answer

A)  tell the customer you need to write down what they are saying, and then proceed to do so. 
B)  excuse yourself, and find a manager. 
C)  tell the customer that you will speak to them after they calm down. 
D)  raise your voice so that it is louder than the customer's, thus allowing you to take control of the situation. 
E)  tell the customer they will have to put their complaint in writing, and that nothing can be done until they do so. 
A)  tell the customer you need to write down what they are saying, and then proceed to do so. 
B)  excuse yourself, and find a manager. 
C)  tell the customer that you will speak to them after they calm down. 
D)  raise your voice so that it is louder than the customer's, thus allowing you to take control of the situation. 
E)  tell the customer they will have to put their complaint in writing, and that nothing can be done until they do so.

Question 9

In the service-profit chain, what directly leads to increased customer satisfaction and loyalty?

Accepted Answer

A)  Increased employee loyalty and productivity 
B)  Improved service to external customers 
C)  Employee satisfaction 
D)  Internal service quality 
E)  Higher profits 
A)  Increased employee loyalty and productivity 
B)  Improved service to external customers 
C)  Employee satisfaction 
D)  Internal service quality 
E)  Higher profits

Question 10

An aspect of a service or a product that surprises customers in a wonderful way by exceeding their expectations to the extent that they will probably tell others about it is known as:

Accepted Answer

A)  a need. 
B)  a want. 
C)  an expectation. 
D)  a benefit. 
E)  a delighter. 
A)  a need. 
B)  a want. 
C)  an expectation. 
D)  a benefit. 
E)  a delighter.

Question 11

With which of the following types of support do individual employees need to be provided in order to be able to provide a level of service that will satisfy customers?

Accepted Answer

A)  Streamlined procedures that build in quality and service 
B)  A customer service team culture that enables and encourages them to provide superior service to their internal customers 
C)  Training that enables and encourages them to provide superior service to their internal customers 
D)  A working environment that enables and encourages them to provide superior service to their internal customers 
E)  All of these responses are correct. 
A)  Streamlined procedures that build in quality and service 
B)  A customer service team culture that enables and encourages them to provide superior service to their internal customers 
C)  Training that enables and encourages them to provide superior service to their internal customers 
D)  A working environment that enables and encourages them to provide superior service to their internal customers 
E)  All of these responses are correct.

Question 12

Telling customers the truth, keeping their private information confidential and providing them with a service or product that does the job that it is presented as being able to do are all examples of upholding customers' rights.

Accepted Answer

A) True 
 B)False

Question 13

When selling a product or service to a customer, the most important thing to do is:

Accepted Answer

A)  highlight any technical aspects or specifications. 
B)  present the features of the product or service. 
C)  present the benefits to the customer of the product or service. 
D)  focus on promoting your organisation's reputation. 
E)  criticise your competitors' products or services. 
A)  highlight any technical aspects or specifications. 
B)  present the features of the product or service. 
C)  present the benefits to the customer of the product or service. 
D)  focus on promoting your organisation's reputation. 
E)  criticise your competitors' products or services.

Question 14

What is the third and most recent approach, or era, of business capitalism that many organisations are now embracing?

Accepted Answer

A)  Managerial capitalism 
B)  Shareholder-value capitalism 
C)  Customer-driven capitalism 
D)  Supplier-driven capitalism 
E)  None of these responses are correct. 
A)  Managerial capitalism 
B)  Shareholder-value capitalism 
C)  Customer-driven capitalism 
D)  Supplier-driven capitalism 
E)  None of these responses are correct.

Question 15

Which of the following the correct set of actions to follow when handling a customer complaint?

Accepted Answer

A)  Take notes, offer explanations and listen. 
B)  Offer explanations, listen and take notes. 
C)  Listen and take notes, but do not offer explanations. 
D)  Take notes and listen, but do not offer explanations. 
E)  Offer explanations, take notes and listen. 
A)  Take notes, offer explanations and listen. 
B)  Offer explanations, listen and take notes. 
C)  Listen and take notes, but do not offer explanations. 
D)  Take notes and listen, but do not offer explanations. 
E)  Offer explanations, take notes and listen.

Question 16

Which of the following types of record would be most likely to provide valuable information in relation to where problems with service are most likely to occur?

Accepted Answer

A)  Records showing customers' payment and purchasing histories 
B)  Analytics, or 'big data', relating to purchasing habits and patterns 
C)  Records of customer compliments, complaints and problems 
D)  Warranty and service repair records 
E)  All of these responses are correct. 
A)  Records showing customers' payment and purchasing histories 
B)  Analytics, or 'big data', relating to purchasing habits and patterns 
C)  Records of customer compliments, complaints and problems 
D)  Warranty and service repair records 
E)  All of these responses are correct.

Question 17

The type of seller or consumer who might provide a justifier would be:

Accepted Answer

A)  an individual purchaser buying from a retailer. 
B)  a supplier selling to another business. 
C)  a retailer selling to an individual consumer. 
D)  a wholesaler purchasing from a supplier. 
E)  All of these response are correct. 
A)  an individual purchaser buying from a retailer. 
B)  a supplier selling to another business. 
C)  a retailer selling to an individual consumer. 
D)  a wholesaler purchasing from a supplier. 
E)  All of these response are correct.

Question 18

Which of the following statements would likely be least effective when handling customer complaints?

Accepted Answer

A)  'There's something else I can offer you instead…' 
B)  'I hope the supplier can deliver it by Friday at the latest.' 
C)  'The delivery van has already left, so there's nothing I can do until tomorrow.' 
D)  'I can't throw it in for free, but I can offer you a 30 per cent reduction". 
E)  'I would now like to show you an option which might just solve your problem.' 
A)  'There's something else I can offer you instead…' 
B)  'I hope the supplier can deliver it by Friday at the latest.' 
C)  'The delivery van has already left, so there's nothing I can do until tomorrow.' 
D)  'I can't throw it in for free, but I can offer you a 30 per cent reduction". 
E)  'I would now like to show you an option which might just solve your problem.'

Question 19

It is often an organisation's best and most loyal customers who complain about it.

Accepted Answer

A) True 
 B)False

Question 20

When managing your own emotions, it is important to:

Accepted Answer

A)  breathe shallowly and slowly. 
B)  breathe shallowly and quickly. 
C)  breathe deeply and slowly. 
D)  breathe deeply and quickly. 
E)  hold your breath. 
A)  breathe shallowly and slowly. 
B)  breathe shallowly and quickly. 
C)  breathe deeply and slowly. 
D)  breathe deeply and quickly. 
E)  hold your breath.

Exam 20: Caring for Customers

Which of the following is not one of the steps to becoming a customer-driven work team?

Once you have heard a customer's complaint in full and have come up with what you consider to be an appropriate solution to it, you should:

Which of the following is an example of an external customer of a furniture retailer?

If you are unable to resolve a customer's problem on the spot, you should:

Moments of truth (MOTs) can occur with customers:

The main benefit of obtaining feedback from lost customers is:

When American jeans maker Levi Strauss noted customers ripping their jeans, and subsequently released a line of ready-ripped jeans, its approach to improving the service provided to its customers involved:

The most effective way to handle a difficult customer complaint is to:

In the service-profit chain, what directly leads to increased customer satisfaction and loyalty?

An aspect of a service or a product that surprises customers in a wonderful way by exceeding their expectations to the extent that they will probably tell others about it is known as:

With which of the following types of support do individual employees need to be provided in order to be able to provide a level of service that will satisfy customers?

Telling customers the truth, keeping their private information confidential and providing them with a service or product that does the job that it is presented as being able to do are all examples of upholding customers' rights.

When selling a product or service to a customer, the most important thing to do is:

What is the third and most recent approach, or era, of business capitalism that many organisations are now embracing?

Which of the following the correct set of actions to follow when handling a customer complaint?

Which of the following types of record would be most likely to provide valuable information in relation to where problems with service are most likely to occur?

The type of seller or consumer who might provide a justifier would be:

Which of the following statements would likely be least effective when handling customer complaints?

It is often an organisation's best and most loyal customers who complain about it.

When managing your own emotions, it is important to:

The Changing World of Work

The Operating Environment

The Formal Organisation

The Informal Organisation

Establishing and Managing Priorities

Building a Strong Communication Foundation

Strengthening Your Personal Skills

Building Effective Working Relationships

Understanding Leadership

Understanding Motivation, Engagement and Retention

Increasing Performance and Productivity

Assigning Work and Delegating Duties

Building Productive Work Teams

Leading Todays Teams

Providing Formal and Informal Performance Feedback

Managing Underperformance

Developing, Managing and Monitoring Operational Plans

Solving Problems and Making Decisions

Satisfying the Quality, Innovation and Continuous Improvement Imperatives

Planning and Managing Projects

Introducing and Managing Change

Identifying and Managing Risks

Managing for Sustainability

Recruiting and Inducting Employees

Making the Most of Diversity

Encouraging a Learning Environment and Developing Employees

Leading and Attending Meetings

Ensuring a Safe and Healthy Workplace

Managing for Psychological Safety and Well-Being

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