Question 1

Which of the following is not a way to increase the lifetime value of existing customers?

Accepted Answer

A)  Extend the range of goods and services they buy from you. 
B)  Retain their business for longer. 
C)  Sell them more expensive items than they are currently buying. 
D)  Sell them more of what they are already buying from you. 
E)  Sell them similarly priced alternative products to what they are currently buying from you. 
A)  Extend the range of goods and services they buy from you. 
B)  Retain their business for longer. 
C)  Sell them more expensive items than they are currently buying. 
D)  Sell them more of what they are already buying from you. 
E)  Sell them similarly priced alternative products to what they are currently buying from you.

Question 2

Which of the following is a way to meet customers' psychological needs?

Accepted Answer

A)  Make customers feel comfortable. 
B)  Make customers feel welcome. 
C)  Make customers feel important. 
D)  Make customers feel understood. 
E)  All of these responses are correct. 
A)  Make customers feel comfortable. 
B)  Make customers feel welcome. 
C)  Make customers feel important. 
D)  Make customers feel understood. 
E)  All of these responses are correct.

Question 3

Because of their ability to rationally qualify the service they receive, rationally satisfied customers contribute far more to the bottom line of a business than emotionally satisfied customers.

Accepted Answer

A) True 
 B)False

Question 4

Working with your customers to identify and agree on the critical few outcomes that really make a difference to them, and then examining your service delivery to find opportunities to delight your customers and make improvements is known as:

Accepted Answer

A)  supply-chain analysis. 
B)  value chain analysis. 
C)  service-profit chain analysis. 
D)  risk analysis. 
E)  None of these responses are correct. 
A)  supply-chain analysis. 
B)  value chain analysis. 
C)  service-profit chain analysis. 
D)  risk analysis. 
E)  None of these responses are correct.

Question 5

Handling a complaint well means that:

Accepted Answer

A)  the way you deal with the complaint satisfies the customer. 
B)  the organisation does not have to bear any financial cost as a result of resolving the complaint. 
C)  the customer gets their own way. 
D)  the complaint is not escalated up the chain of command. 
E)  both parties agree to disagree. 
A)  the way you deal with the complaint satisfies the customer. 
B)  the organisation does not have to bear any financial cost as a result of resolving the complaint. 
C)  the customer gets their own way. 
D)  the complaint is not escalated up the chain of command. 
E)  both parties agree to disagree.

Question 6

Customer complaints should be viewed as:

Accepted Answer

A)  a waste of time to be handled as quickly as possible. 
B)  a form of external performance review of staff from which punitive measures such as demotion and termination should, if required, result. 
C)  an opportunity for organisations to improve in areas where they are failing to satisfy their customers. 
D)  coming from customers who complain about every organisation, and therefore be largely ignored. 
E)  important, but not urgent. 
A)  a waste of time to be handled as quickly as possible. 
B)  a form of external performance review of staff from which punitive measures such as demotion and termination should, if required, result. 
C)  an opportunity for organisations to improve in areas where they are failing to satisfy their customers. 
D)  coming from customers who complain about every organisation, and therefore be largely ignored. 
E)  important, but not urgent.

Question 7

Which of the following characteristics or abilities would be the most helpful in preventing you from taking complaints personally?

Accepted Answer

A)  Communication skills 
B)  Having empathy 
C)  The ability to listen reflectively 
D)  High self-esteem 
E)  Strong interpersonal skills 
A)  Communication skills 
B)  Having empathy 
C)  The ability to listen reflectively 
D)  High self-esteem 
E)  Strong interpersonal skills

Question 8

Which of the following is an element of emotional satisfaction in customers?

Accepted Answer

A)  Confidence 
B)  Integrity 
C)  Passion 
D)  Pride 
E)  All of these responses are correct. 
A)  Confidence 
B)  Integrity 
C)  Passion 
D)  Pride 
E)  All of these responses are correct.

Question 9

Identifying precisely who your customers are and exactly what they want from you, and working with your service partners to provide it, means you are product-driven.

Accepted Answer

A) True 
 B)False

Question 10

When handling an angry customer who is making a complaint, you should:

Accepted Answer

A)  agree with what the customer is saying. 
B)  disagree with what the customer is saying. 
C)  agree to disagree with the customer. 
D)  agree with the customer either that they have a point or with the reason as to why they are upset. 
E)  agree with the customer's argument, but tell them that their attitude is unacceptable. 
A)  agree with what the customer is saying. 
B)  disagree with what the customer is saying. 
C)  agree to disagree with the customer. 
D)  agree with the customer either that they have a point or with the reason as to why they are upset. 
E)  agree with the customer's argument, but tell them that their attitude is unacceptable.

Which of the following is not a way to increase the lifetime value of existing customers?

Which of the following is a way to meet customers' psychological needs?

Because of their ability to rationally qualify the service they receive, rationally satisfied customers contribute far more to the bottom line of a business than emotionally satisfied customers.

Working with your customers to identify and agree on the critical few outcomes that really make a difference to them, and then examining your service delivery to find opportunities to delight your customers and make improvements is known as:

Handling a complaint well means that:

Customer complaints should be viewed as:

Which of the following characteristics or abilities would be the most helpful in preventing you from taking complaints personally?

Which of the following is an element of emotional satisfaction in customers?

Identifying precisely who your customers are and exactly what they want from you, and working with your service partners to provide it, means you are product-driven.

When handling an angry customer who is making a complaint, you should:

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

Filters

Exam 20: Caring for Customers

Which of the following is not a way to increase the lifetime value of existing customers?

Which of the following is a way to meet customers' psychological needs?

Because of their ability to rationally qualify the service they receive, rationally satisfied customers contribute far more to the bottom line of a business than emotionally satisfied customers.

Working with your customers to identify and agree on the critical few outcomes that really make a difference to them, and then examining your service delivery to find opportunities to delight your customers and make improvements is known as:

Handling a complaint well means that:

Customer complaints should be viewed as:

Which of the following characteristics or abilities would be the most helpful in preventing you from taking complaints personally?

Which of the following is an element of emotional satisfaction in customers?

Identifying precisely who your customers are and exactly what they want from you, and working with your service partners to provide it, means you are product-driven.

When handling an angry customer who is making a complaint, you should:

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

Filters