Question 1

The simplest way to get information about potential customer turnoffs is:

Accepted Answer

A)  telephone surveys within 48 hours of the transaction. 
B)  a customer response card at the point of sale. 
C)  simply to listen. 
D)  follow-up surveys in the mail. 
A)  telephone surveys within 48 hours of the transaction. 
B)  a customer response card at the point of sale. 
C)  simply to listen. 
D)  follow-up surveys in the mail. C

Question 2

What percentage of its customers will a company lose per year due to turnoffs?

Accepted Answer

A)  10-30% 
B)  20-50% 
C)  40-60% 
D)  4-15% 
A)  10-30% 
B)  20-50% 
C)  40-60% 
D)  4-15% A

Question 3

What does the letter "I"stand for in the LIFE acronym?

Accepted Answer

A)  Insight (into customer turnoffs and changing trends) 
B)  Inconsistency 
C)  Interaction (with customers) 
D)  Interview (to gather good information from customers) 
A)  Insight (into customer turnoffs and changing trends) 
B)  Inconsistency 
C)  Interaction (with customers) 
D)  Interview (to gather good information from customers) A

Question 4

Communication turnoffs often occur when employees are ignorant of the:

Accepted Answer

A)  messages they are sending. 
B)  store's policies. 
C)  company's mission statement. 
D)  customer's needs. 
A)  messages they are sending. 
B)  store's policies. 
C)  company's mission statement. 
D)  customer's needs.

Question 5

Explain what the word "systems"means in context of this text.

Accepted Answer

Answe: Processes, policies, an

Question 6

According to consultant David Freemantle, what is at the center of excellent customer service?

Accepted Answer

A)  customer engagement 
B)  emotional connectivity 
C)  good listening 
D)  all of the above 
A)  customer engagement 
B)  emotional connectivity 
C)  good listening 
D)  all of the above

Question 7

People turnoffs include employees' lack of courtesy or knowledge and their appearance ormannerisms.

Accepted Answer

A) True 
 B)False

Question 8

Once a customer has had a problem with a company, even if that problem has been addressed promptly, he or she will still need incentives to continue doing business with the company.

Accepted Answer

A) True 
 B)False

Question 9

Value can be defined as:

Accepted Answer

A)  what you believe a product is worth. 
B)  how well a product holds together. 
C)  quality relative to price paid. 
D)  all of the above 
A)  what you believe a product is worth. 
B)  how well a product holds together. 
C)  quality relative to price paid. 
D)  all of the above

Question 10

Customer satisfaction simply means:

Accepted Answer

A)  nowhere else to go. 
B)  lack of motivation. 
C)  long-term buying commitment. 
D)  absence of dissatisfaction. 
A)  nowhere else to go. 
B)  lack of motivation. 
C)  long-term buying commitment. 
D)  absence of dissatisfaction.

Question 11

The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey of2,000 customer comments?

Accepted Answer

A)  68% 
B)  73% 
C)  85% 
D)  97% 
A)  68% 
B)  73% 
C)  85% 
D)  97%

Question 12

Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans from

Accepted Answer

A)  the Internet buying experience. 
B)  another business. 
C)  the zone of indifference. 
D)  none of the above 
A)  the Internet buying experience. 
B)  another business. 
C)  the zone of indifference. 
D)  none of the above

Question 13

The people who bear the major responsibility for both value and systems problems are the:

Accepted Answer

A)  people on the front-line. 
B)  customers who "vote with their feet." 
C)  middle managers. 
D)  top leaders. 
A)  people on the front-line. 
B)  customers who "vote with their feet." 
C)  middle managers. 
D)  top leaders.

Question 14

The payoff for recovering potentially lost customers is actually an increased likelihood that they will be loyal to you.

Accepted Answer

A) True 
 B)False

Question 15

According to the text, satisfied workers are:

Accepted Answer

A)  not necessarily motivated workers. 
B)  long-term workers. 
C)  definitely happy workers. 
D)  none of the above 
A)  not necessarily motivated workers. 
B)  long-term workers. 
C)  definitely happy workers. 
D)  none of the above

Question 16

Advice or recommendation from a friend scored a 63% as a determinant of people buying a new product.

Accepted Answer

A) True 
 B)False

Question 17

Having a "service department"should be:

Accepted Answer

A)  a no-brainer. 
B)  seen as a redundancy. 
C)  mandatory for all companies. 
D)  all of the above 
A)  a no-brainer. 
B)  seen as a redundancy. 
C)  mandatory for all companies. 
D)  all of the above

The simplest way to get information about potential customer turnoffs is:

What percentage of its customers will a company lose per year due to turnoffs?

What does the letter "I"stand for in the LIFE acronym?

Communication turnoffs often occur when employees are ignorant of the:

Explain what the word "systems"means in context of this text.

According to consultant David Freemantle, what is at the center of excellent customer service?

People turnoffs include employees' lack of courtesy or knowledge and their appearance ormannerisms.

Once a customer has had a problem with a company, even if that problem has been addressed promptly, he or she will still need incentives to continue doing business with the company.

Value can be defined as:

Customer satisfaction simply means:

The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey of2,000 customer comments?

Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans from

The people who bear the major responsibility for both value and systems problems are the:

The payoff for recovering potentially lost customers is actually an increased likelihood that they will be loyal to you.

According to the text, satisfied workers are:

Advice or recommendation from a friend scored a 63% as a determinant of people buying a new product.

Having a "service department"should be:

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

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

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 6: Recognize and Deal With Customer Turnoffs

The simplest way to get information about potential customer turnoffs is:

What percentage of its customers will a company lose per year due to turnoffs?

What does the letter "I"stand for in the LIFE acronym?

Communication turnoffs often occur when employees are ignorant of the:

Explain what the word "systems"means in context of this text.

According to consultant David Freemantle, what is at the center of excellent customer service?

People turnoffs include employees' lack of courtesy or knowledge and their appearance ormannerisms.

Once a customer has had a problem with a company, even if that problem has been addressed promptly, he or she will still need incentives to continue doing business with the company.

Value can be defined as:

Customer satisfaction simply means:

The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey of2,000 customer comments?

Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans from

The people who bear the major responsibility for both value and systems problems are the:

The payoff for recovering potentially lost customers is actually an increased likelihood that they will be loyal to you.

According to the text, satisfied workers are:

Advice or recommendation from a friend scored a 63% as a determinant of people buying a new product.

Having a "service department"should be:

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

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

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