Question 1

Assertiveness and abrasiveness are:

Accepted Answer

A)  different. 
B)  often confused. 
C)  complementary. 
D)  identical. 
A)  different. 
B)  often confused. 
C)  complementary. 
D)  identical. A

Question 2

British Airways finds that "recovered"customers give the airline more of their business after they have been won back.

Accepted Answer

A) True 
 B)False  True

Question 3

Describe the costs of finding new customers versus those of retaining current customers.

Accepted Answer

Finding new customers can be significantly more expensive than retaining current customers. The costs of finding new customers include advertising, marketing, sales efforts, and potentially offering discounts or incentives to attract their attention. This can be a substantial investment, especially if the target market is competitive or saturated.

On the other hand, retaining current customers typically involves lower costs. This is because the relationship has already been established, and the customers are familiar with the brand and its products or services. A company can focus on providing excellent customer service, loyalty programs, and personalized communication to keep current customers engaged and satisfied, which can be more cost-effective than constantly seeking out new customers.

Studies have also shown that retaining customers can be more profitable in the long run, as repeat customers tend to spend more and are more likely to refer others to the business. Therefore, while finding new customers is essential for growth, it's equally important to invest in retaining current customers to maximize the overall return on investment.

Question 4

Every person's primary motivation is:

Accepted Answer

A)  self-interest. 
B)  money. 
C)  value. 
D)  pride. 
A)  self-interest. 
B)  money. 
C)  value. 
D)  pride.

Question 5

Customer recovery is best defined as:

Accepted Answer

A)  the effort to satisfy unhappy customers to prevent their leaving. 
B)  getting back customers who have defected to another business. 
C)  both A and B 
D)  neither A nor B 
A)  the effort to satisfy unhappy customers to prevent their leaving. 
B)  getting back customers who have defected to another business. 
C)  both A and B 
D)  neither A nor B

Question 6

A good strategy with an angry customer is to:

Accepted Answer

A)  be supportive once they start listening. 
B)  let them blow off steam until they calm down. 
C)  remember that they are no longer rational. 
D)  all of the above 
A)  be supportive once they start listening. 
B)  let them blow off steam until they calm down. 
C)  remember that they are no longer rational. 
D)  all of the above

Question 7

Rehashing a bad customer interaction is a good way to learn from it.

Accepted Answer

A) True 
 B)False

Question 8

Positive language conveys more of what than negative language?

Accepted Answer

A)  information 
B)  helpfulness 
C)  productive attitude 
D)  all of the above 
A)  information 
B)  helpfulness 
C)  productive attitude 
D)  all of the above

Question 9

Discuss the numbers behind selling to lost customers versus selling to new customers.

Accepted Answer

When it comes to selling to lost custome

Question 10

Managers who thought they did know their company's loss rates said they lost how many customers every year?

Accepted Answer

A)  9-11% 
B)  7-8% 
C)  3-4% 
D)  9-13% 
A)  9-11% 
B)  7-8% 
C)  3-4% 
D)  9-13%

Question 11

What percentage of its customers will an average company lose every five years?

Accepted Answer

A)  23% 
B)  75% 
C)  50% 
D)  none of the above 
A)  23% 
B)  75% 
C)  50% 
D)  none of the above

Question 12

Which of the following behaviors is NOT characteristic of aggressive people?

Accepted Answer

A)  setting themselves up for retaliation 
B)  using emotionally charged terms for emphasis 
C)  using carefully chosen words to avoid manipulation 
D)  being superior 
A)  setting themselves up for retaliation 
B)  using emotionally charged terms for emphasis 
C)  using carefully chosen words to avoid manipulation 
D)  being superior

Question 13

Deciding that the customer is always right is:

Accepted Answer

A)  the best way to keep customers loyal. 
B)  difficult to do, but important. 
C)  less effective than deciding to always solve the problem. 
D)  all of the above 
A)  the best way to keep customers loyal. 
B)  difficult to do, but important. 
C)  less effective than deciding to always solve the problem. 
D)  all of the above

Question 14

Giving something to the customer to make up for the problem they have had is:

Accepted Answer

A)  going to reduce profitability in the long run. 
B)  bad business; it causes them to complain more to get more free stuff. 
C)  symbolic atonement. 
D)  none of the above 
A)  going to reduce profitability in the long run. 
B)  bad business; it causes them to complain more to get more free stuff. 
C)  symbolic atonement. 
D)  none of the above

Question 15

Before you can feel the customer's pain, you need to make sure you have a clear understanding of the problem.

Accepted Answer

A) True 
 B)False

Question 16

Abrasiveness refers to:

Accepted Answer

A)  attitude. 
B)  tone of voice. 
C)  irritating manner or tone. 
D)  all of the above 
A)  attitude. 
B)  tone of voice. 
C)  irritating manner or tone. 
D)  all of the above

Question 17

To be assertive is to be pleasantly direct.

Accepted Answer

A) True 
 B)False

Question 18

To avoid the "blanket tone"you should:

Accepted Answer

A)  express ideas in terms of individual benefit. 
B)  use words that convey emotion. 
C)  vary your pitch and rate. 
D)  all of the above 
A)  express ideas in terms of individual benefit. 
B)  use words that convey emotion. 
C)  vary your pitch and rate. 
D)  all of the above

Assertiveness and abrasiveness are:

British Airways finds that "recovered"customers give the airline more of their business after they have been won back.

Describe the costs of finding new customers versus those of retaining current customers.

Every person's primary motivation is:

Customer recovery is best defined as:

A good strategy with an angry customer is to:

Rehashing a bad customer interaction is a good way to learn from it.

Positive language conveys more of what than negative language?

Discuss the numbers behind selling to lost customers versus selling to new customers.

Managers who thought they did know their company's loss rates said they lost how many customers every year?

What percentage of its customers will an average company lose every five years?

Which of the following behaviors is NOT characteristic of aggressive people?

Deciding that the customer is always right is:

Giving something to the customer to make up for the problem they have had is:

Before you can feel the customer's pain, you need to make sure you have a clear understanding of the problem.

Abrasiveness refers to:

To be assertive is to be pleasantly direct.

To avoid the "blanket tone"you should:

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 9: Recover the Potentially Lost Customer

Assertiveness and abrasiveness are:

British Airways finds that "recovered"customers give the airline more of their business after they have been won back.

Describe the costs of finding new customers versus those of retaining current customers.

Every person's primary motivation is:

Customer recovery is best defined as:

A good strategy with an angry customer is to:

Rehashing a bad customer interaction is a good way to learn from it.

Positive language conveys more of what than negative language?

Discuss the numbers behind selling to lost customers versus selling to new customers.

Managers who thought they did know their company's loss rates said they lost how many customers every year?

What percentage of its customers will an average company lose every five years?

Which of the following behaviors is NOT characteristic of aggressive people?

Deciding that the customer is always right is:

Giving something to the customer to make up for the problem they have had is:

Before you can feel the customer's pain, you need to make sure you have a clear understanding of the problem.

Abrasiveness refers to:

To be assertive is to be pleasantly direct.

To avoid the "blanket tone"you should:

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters