Question 1

When it comes to customer interaction:

Accepted Answer

A)  employees should always wait for customers to initiate interaction as they become comfortable. 
B)  customers who are intending only to waste time in your business should be held at a distance. 
C)  it doesn't matter what customers do, so long as they begin to do something. 
D)  getting the customer to approach the product in the right frame of mind is the key. 
A)  employees should always wait for customers to initiate interaction as they become comfortable. 
B)  customers who are intending only to waste time in your business should be held at a distance. 
C)  it doesn't matter what customers do, so long as they begin to do something. 
D)  getting the customer to approach the product in the right frame of mind is the key. C

Question 2

The letter L in the acronym LIFE stands for

Accepted Answer

A)  little things. 
B)  loss of customer. 
C)  labor costs. 
D)  none of the above 
A)  little things. 
B)  loss of customer. 
C)  labor costs. 
D)  none of the above A

Question 3

What kind of reward system rewards employees for behavior that is opposite to the intended outcome?

Accepted Answer

Rewarding employees for a low number of complaints when you really want to reward employees'resolving concerns and meeting customer needs

Question 4

Everyone sells, regardless of his or her job.

Accepted Answer

A) True 
 B)False

Question 5

Which phrases can inoculate against buyer's remorse?

Accepted Answer

A)  Don't worry, I am sure the wife will like it even if she doesn't see it before you buy it. 
B)  I'm sure you'll get many hours of enjoyment out of this. 
C)  Wow! Now that is a good decision. 
D)  You'll feel good about this later. 
A)  Don't worry, I am sure the wife will like it even if she doesn't see it before you buy it. 
B)  I'm sure you'll get many hours of enjoyment out of this. 
C)  Wow! Now that is a good decision. 
D)  You'll feel good about this later.

Question 6

What are the three "I"s of eye communication and how do you see each used in a typical face-to-face sales encounter?

Accepted Answer

Intimacy,

Question 7

Which of the following suggestions is NOT part of the minimum requirements for listening?

Accepted Answer

A)  resist distractions 
B)  try to anticipate what the customer needs as you listen 
C)  work at listening 
D)  hold your fire 
A)  resist distractions 
B)  try to anticipate what the customer needs as you listen 
C)  work at listening 
D)  hold your fire

Question 8

It is generally true that the people you supervise will treat your customers the way that you treatyour people.

Accepted Answer

A) True 
 B)False

Question 9

A smile originates in the:

Accepted Answer

A)  eyes and the mouth. 
B)  brain and the eyes. 
C)  eyes and the cheeks. 
D)  brain and the mouth. 
A)  eyes and the mouth. 
B)  brain and the eyes. 
C)  eyes and the cheeks. 
D)  brain and the mouth.

Question 10

A company's culture is made up of:

Accepted Answer

A)  the image the CEO wants to project. 
B)  its behavior patterns. 
C)  whatever the board of directors says it is. 
D)  the company's vision and mission statement. 
A)  the image the CEO wants to project. 
B)  its behavior patterns. 
C)  whatever the board of directors says it is. 
D)  the company's vision and mission statement.

Question 11

What is meant by appropriate dress and grooming for the workplace?

Accepted Answer

Knowing the level of

Question 12

Excellent organizations are:

Accepted Answer

A)  staffed by people who project utmost professionalism. 
B)  ordered by people who place a high emphasis on demeanor. 
C)  led by people who have the customer's best interest at heart. 
D)  fun places to work. 
A)  staffed by people who project utmost professionalism. 
B)  ordered by people who place a high emphasis on demeanor. 
C)  led by people who have the customer's best interest at heart. 
D)  fun places to work.

Question 13

Behavior is:

Accepted Answer

A)  what people do. 
B)  the characteristics that define people. 
C)  attitudes that cause people to feel things. 
D)  all of the above 
A)  what people do. 
B)  the characteristics that define people. 
C)  attitudes that cause people to feel things. 
D)  all of the above

Question 14

It is generally true that customers have a fairly accurate idea of the amount of time they have been kept waiting.

Accepted Answer

A) True 
 B)False

Question 15

To let a caller know when the call is over:

Accepted Answer

A)  tell him/her, "Thank you for calling . . . ." 
B)  ask him/her "well, is there anything else today?" 
C)  tell him/her, "If you're about done . . . ." 
D)  none of the above 
A)  tell him/her, "Thank you for calling . . . ." 
B)  ask him/her "well, is there anything else today?" 
C)  tell him/her, "If you're about done . . . ." 
D)  none of the above

Question 16

Former New York Mayor Ed Koch was famous for asking:

Accepted Answer

A)  How'm I doing? 
B)  Whaddya think? 
C)  Where ya' been? 
D)  Why'd you come? 
A)  How'm I doing? 
B)  Whaddya think? 
C)  Where ya' been? 
D)  Why'd you come?

Question 17

Any customer will encounter two personalities when doing business with an organization:

Accepted Answer

A)  the personality of the server and the personality of the non-work people who affect the server. 
B)  the personality of the individual who serves the customer and, indirectly, the personality of the server's boss. 
C)  the personality of the server and the customer's own personality during the interaction. 
D)  the personality of the server and the personality of the organization. 
A)  the personality of the server and the personality of the non-work people who affect the server. 
B)  the personality of the individual who serves the customer and, indirectly, the personality of the server's boss. 
C)  the personality of the server and the customer's own personality during the interaction. 
D)  the personality of the server and the personality of the organization.

Question 18

A relationship with a customer that doesn't go beyond the current transaction is:

Accepted Answer

A)  called a love 'em and leave 'em relationship. 
B)  conducive to the customer feeling no incentive to return. 
C)  not good business. 
D)  all of the above 
A)  called a love 'em and leave 'em relationship. 
B)  conducive to the customer feeling no incentive to return. 
C)  not good business. 
D)  all of the above

When it comes to customer interaction:

The letter L in the acronym LIFE stands for

What kind of reward system rewards employees for behavior that is opposite to the intended outcome?

Everyone sells, regardless of his or her job.

Which phrases can inoculate against buyer's remorse?

What are the three "I"s of eye communication and how do you see each used in a typical face-to-face sales encounter?

Which of the following suggestions is NOT part of the minimum requirements for listening?

It is generally true that the people you supervise will treat your customers the way that you treatyour people.

A smile originates in the:

A company's culture is made up of:

What is meant by appropriate dress and grooming for the workplace?

Excellent organizations are:

Behavior is:

It is generally true that customers have a fairly accurate idea of the amount of time they have been kept waiting.

To let a caller know when the call is over:

Former New York Mayor Ed Koch was famous for asking:

Any customer will encounter two personalities when doing business with an organization:

A relationship with a customer that doesn't go beyond the current transaction is:

Know Why Service Matters

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

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 2: Use Behaviors That Engage Your Customers

When it comes to customer interaction:

The letter L in the acronym LIFE stands for

What kind of reward system rewards employees for behavior that is opposite to the intended outcome?

Everyone sells, regardless of his or her job.

Which phrases can inoculate against buyer's remorse?

What are the three "I"s of eye communication and how do you see each used in a typical face-to-face sales encounter?

Which of the following suggestions is NOT part of the minimum requirements for listening?

It is generally true that the people you supervise will treat your customers the way that you treatyour people.

A smile originates in the:

A company's culture is made up of:

What is meant by appropriate dress and grooming for the workplace?

Excellent organizations are:

Behavior is:

It is generally true that customers have a fairly accurate idea of the amount of time they have been kept waiting.

To let a caller know when the call is over:

Former New York Mayor Ed Koch was famous for asking:

Any customer will encounter two personalities when doing business with an organization:

A relationship with a customer that doesn't go beyond the current transaction is:

Know Why Service Matters

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

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