Question 1

To avoid requiring customers to do repetitive tasks:

Accepted Answer

A)  check for redundancy. 
B)  do them for the customers. 
C)  both A and B 
D)  neither A nor B 
A)  check for redundancy. 
B)  do them for the customers. 
C)  both A and B 
D)  neither A nor B A

Question 2

Discuss the five ways to create A-plus convenience for customers.

Accepted Answer

Offer multiple payment options, such as credit card, debit card, mobile payment, and cash, to accommodate different customer preferences.

B: Implement a user-friendly and intuitive website and mobile app for easy online ordering and browsing of products or services.

C: Provide fast and efficient customer service through various communication channels, including phone, email, and live chat, to address any issues or concerns promptly.

D: Offer convenient and hassle-free returns and exchange policies to ensure customer satisfaction and peace of mind.

E: Implement a loyalty program or rewards system to show appreciation for repeat customers and encourage continued patronage.

Question 3

Seven out of ten households buy "home replacement meals"at least once a week.

Accepted Answer

A) True 
 B)False  False

Question 4

How long do Americans want to spend preparing a meal?

Accepted Answer

A)  no more than 15 minutes 
B)  no more than 30 minutes 
C)  no more than 10 minutes 
D)  no more than 25 minutes 
A)  no more than 15 minutes 
B)  no more than 30 minutes 
C)  no more than 10 minutes 
D)  no more than 25 minutes

Question 5

Failing to share a customer's sense of urgency about time:

Accepted Answer

A)  discounts the customer. 
B)  leads to unfulfilled expectations. 
C)  neither A nor B 
D)  both A and B 
A)  discounts the customer. 
B)  leads to unfulfilled expectations. 
C)  neither A nor B 
D)  both A and B

Question 6

The best way to win customer loyalty is to:

Accepted Answer

A)  set a time expectation that you know you can beat. 
B)  set time expectations by promising quick service and hoping for the best. 
C)  emphasize that your company is the industry leader. 
D)  emphasize that some variables are out of your control. 
A)  set a time expectation that you know you can beat. 
B)  set time expectations by promising quick service and hoping for the best. 
C)  emphasize that your company is the industry leader. 
D)  emphasize that some variables are out of your control.

Question 7

How many more items does someone with a cart buy than someone without one?

Accepted Answer

A)  .9 more 
B)  .5 more 
C)  Who knows? 
D)  two more 
A)  .9 more 
B)  .5 more 
C)  Who knows? 
D)  two more

Question 8

Customers have an expectation of how long a service will take based on industry standards.

Accepted Answer

A) True 
 B)False

Question 9

People today value time, possibly more than any other period in history.

Accepted Answer

A) True 
 B)False

Question 10

Customer convenience stems from:

Accepted Answer

A)  efficiency and value. 
B)  personalized service and good communication. 
C)  speed of service and ease of doing business. 
D)  all of the above 
A)  efficiency and value. 
B)  personalized service and good communication. 
C)  speed of service and ease of doing business. 
D)  all of the above

Question 11

The first step to reduce waiting time is to:

Accepted Answer

A)  encourage customers to come in at times that are typically slow. 
B)  plan for seasonal demands. 
C)  anticipate peak-load times and plan staffing accordingly. 
D)  all of the above 
A)  encourage customers to come in at times that are typically slow. 
B)  plan for seasonal demands. 
C)  anticipate peak-load times and plan staffing accordingly. 
D)  all of the above

Question 12

Explain why home delivery is making a comeback in today's society.

Accepted Answer

Home delivery is making a comeback in to

Question 13

Speed is easier to work with than convenience.

Accepted Answer

A) True 
 B)False

Question 14

Many companies fall into the trap of:

Accepted Answer

A)  over-promising and under-delivering. 
B)  under-promising and over-delivering. 
C)  emphasizing value over convenience to the customer. 
D)  emphasizing savings over long-term value. 
A)  over-promising and under-delivering. 
B)  under-promising and over-delivering. 
C)  emphasizing value over convenience to the customer. 
D)  emphasizing savings over long-term value.

Question 15

One of the best ways to cut wait time perception is to use a virtual waiting system.

Accepted Answer

A) True 
 B)False

Question 16

Explain the concept of once-and-done service.

Accepted Answer

Once-and-done service refers to a servic

Question 17

Most people have a realistic perception of time while they are waiting.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is NOT a method of reducing wait time perception?

Accepted Answer

A)  telling the customer the average wait time 
B)  using a pager to allow the customer to do something else while waiting 
C)  using a virtual queue 
D)  using signage to tell the customer how long the wait will be 
A)  telling the customer the average wait time 
B)  using a pager to allow the customer to do something else while waiting 
C)  using a virtual queue 
D)  using signage to tell the customer how long the wait will be

To avoid requiring customers to do repetitive tasks:

Discuss the five ways to create A-plus convenience for customers.

Seven out of ten households buy "home replacement meals"at least once a week.

How long do Americans want to spend preparing a meal?

Failing to share a customer's sense of urgency about time:

The best way to win customer loyalty is to:

How many more items does someone with a cart buy than someone without one?

Customers have an expectation of how long a service will take based on industry standards.

People today value time, possibly more than any other period in history.

Customer convenience stems from:

The first step to reduce waiting time is to:

Explain why home delivery is making a comeback in today's society.

Speed is easier to work with than convenience.

Many companies fall into the trap of:

One of the best ways to cut wait time perception is to use a virtual waiting system.

Explain the concept of once-and-done service.

Most people have a realistic perception of time while they are waiting.

Which of the following is NOT a method of reducing wait time perception?

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

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 12: Exceed Customer Expectations With Convenience and Timing

To avoid requiring customers to do repetitive tasks:

Discuss the five ways to create A-plus convenience for customers.

Seven out of ten households buy "home replacement meals"at least once a week.

How long do Americans want to spend preparing a meal?

Failing to share a customer's sense of urgency about time:

The best way to win customer loyalty is to:

How many more items does someone with a cart buy than someone without one?

Customers have an expectation of how long a service will take based on industry standards.

People today value time, possibly more than any other period in history.

Customer convenience stems from:

The first step to reduce waiting time is to:

Explain why home delivery is making a comeback in today's society.

Speed is easier to work with than convenience.

Many companies fall into the trap of:

One of the best ways to cut wait time perception is to use a virtual waiting system.

Explain the concept of once-and-done service.

Most people have a realistic perception of time while they are waiting.

Which of the following is NOT a method of reducing wait time perception?

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

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters