Question 1

One of the main principles behind globalization and expansion across cultural and geographic boundaries is:

Accepted Answer

A)  language barriers are not as important as value barriers. 
B)  you cannot build relationships with people you don't understand. 
C)  value and service are the same in any language. 
D)  all of the above 
A)  language barriers are not as important as value barriers. 
B)  you cannot build relationships with people you don't understand. 
C)  value and service are the same in any language. 
D)  all of the above B

Question 2

Research indicates that it costs five to six times as much to attract a new customer as to keep an existing one.

Accepted Answer

A) True 
 B)False  True

Question 3

Social capital is the resources available in and through personal and business networks.

Accepted Answer

A) True 
 B)False  True

Question 4

Your author cites Ockham's razor-a logical approach which asserts that, when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service?

Accepted Answer

Business's success results fro

Question 5

Customers are defined solely within the realms of business and public volunteerism.

Accepted Answer

A) True 
 B)False

Question 6

Customer loyalty is:

Accepted Answer

A)  driven by overall satisfaction. 
B)  a reflection on the overall customer service of a business. 
C)  a measure of how satisfied a customer is. 
D)  all of the above 
A)  driven by overall satisfaction. 
B)  a reflection on the overall customer service of a business. 
C)  a measure of how satisfied a customer is. 
D)  all of the above

Question 7

Among the issues of dealing with the "baby boomer"generation is the consideration that:

Accepted Answer

A)  their values are different from their parents' values. 
B)  they buy the same items we all buy. 
C)  they behave differently from their parents' generation. 
D)  their buying habits are different from today's youth. 
A)  their values are different from their parents' values. 
B)  they buy the same items we all buy. 
C)  they behave differently from their parents' generation. 
D)  their buying habits are different from today's youth.

Question 8

Giving the least effort and service that we can get away with results in:

Accepted Answer

A)  a feeling of superiority. 
B)  more fun in the workplace. 
C)  a better bottom line. 
D)  mind-numbing work. 
A)  a feeling of superiority. 
B)  more fun in the workplace. 
C)  a better bottom line. 
D)  mind-numbing work.

Question 9

The face of a company is often that of the lowest paid employees who meet the customers.

Accepted Answer

A) True 
 B)False

Question 10

A Gallup study proved that customers who signified that they were "extremely satisfied"with a store did not necessarily spend more money or add more value than those who were less than "extremely satisfied."

Accepted Answer

A) True 
 B)False

Question 11

In the example in the text, a dissatisfied customer at Happy Jack's store could cost the store how much in revenues and other lost customers over a ten-year period?

Accepted Answer

A)  $43,000 and 12 other lost customers 
B)  $198,000 and 21 other lost customers 
C)  $86,000 and 15 other lost customers 
D)  $442,000 and 17 other lost customers 
A)  $43,000 and 12 other lost customers 
B)  $198,000 and 21 other lost customers 
C)  $86,000 and 15 other lost customers 
D)  $442,000 and 17 other lost customers

Question 12

Despite many similarities between them, Wal-Mart and K-Mart have very different results, largely because of "little things"that seem to result in better customer service. How do the sales of these two companies compare?

Accepted Answer

A)  Wal-Mart more than $400 Billion/yr; K-Mart about $50 Billion 
B)  Wal-Mart $100B/yr; K-Mart $50B/yr 
C)  K-Mart $100B/yr; Wal-Mart $50B/yr 
D)  Sales figures are almost the same, although Wal-Mart customers seem to be happier. 
A)  Wal-Mart more than $400 Billion/yr; K-Mart about $50 Billion 
B)  Wal-Mart $100B/yr; K-Mart $50B/yr 
C)  K-Mart $100B/yr; Wal-Mart $50B/yr 
D)  Sales figures are almost the same, although Wal-Mart customers seem to be happier.

Question 13

Customer loyalty is NOT:

Accepted Answer

A)  a large share of the market. 
B)  repeat buying alone. 
C)  customer satisfaction alone. 
D)  all of the above 
A)  a large share of the market. 
B)  repeat buying alone. 
C)  customer satisfaction alone. 
D)  all of the above

Question 14

Define what the word "customer"means in the context of this chapter and discuss the two different kinds of customers that every business has.

Accepted Answer

Someone with whom we exchange

Question 15

The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

Accepted Answer

A)  satisfaction 
B)  commitment to buy again 
C)  engagement through emotional attachment 
D)  none of the above 
A)  satisfaction 
B)  commitment to buy again 
C)  engagement through emotional attachment 
D)  none of the above

Question 16

Businesses that institute effective customer retention programs may see profits increase by howmuch?

Accepted Answer

A)  15-30% 
B)  25-100% 
C)  10-20% 
D)  20-40% 
A)  15-30% 
B)  25-100% 
C)  10-20% 
D)  20-40%

Question 17

A business will lose 10-30% of its customers in what time frame?

Accepted Answer

A)  every year 
B)  over its lifetime 
C)  every ten years 
D)  every four years 
A)  every year 
B)  over its lifetime 
C)  every ten years 
D)  every four years

One of the main principles behind globalization and expansion across cultural and geographic boundaries is:

Research indicates that it costs five to six times as much to attract a new customer as to keep an existing one.

Social capital is the resources available in and through personal and business networks.

Your author cites Ockham's razor-a logical approach which asserts that, when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service?

Customers are defined solely within the realms of business and public volunteerism.

Customer loyalty is:

Among the issues of dealing with the "baby boomer"generation is the consideration that:

Giving the least effort and service that we can get away with results in:

The face of a company is often that of the lowest paid employees who meet the customers.

A Gallup study proved that customers who signified that they were "extremely satisfied"with a store did not necessarily spend more money or add more value than those who were less than "extremely satisfied."

In the example in the text, a dissatisfied customer at Happy Jack's store could cost the store how much in revenues and other lost customers over a ten-year period?

Despite many similarities between them, Wal-Mart and K-Mart have very different results, largely because of "little things"that seem to result in better customer service. How do the sales of these two companies compare?

Customer loyalty is NOT:

Define what the word "customer"means in the context of this chapter and discuss the two different kinds of customers that every business has.

The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

Businesses that institute effective customer retention programs may see profits increase by howmuch?

A business will lose 10-30% of its customers in what time frame?

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

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 1: Know Why Service Matters

One of the main principles behind globalization and expansion across cultural and geographic boundaries is:

Research indicates that it costs five to six times as much to attract a new customer as to keep an existing one.

Social capital is the resources available in and through personal and business networks.

Your author cites Ockham's razor-a logical approach which asserts that, when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service?

Customers are defined solely within the realms of business and public volunteerism.

Customer loyalty is:

Among the issues of dealing with the "baby boomer"generation is the consideration that:

Giving the least effort and service that we can get away with results in:

The face of a company is often that of the lowest paid employees who meet the customers.

A Gallup study proved that customers who signified that they were "extremely satisfied"with a store did not necessarily spend more money or add more value than those who were less than "extremely satisfied."

In the example in the text, a dissatisfied customer at Happy Jack's store could cost the store how much in revenues and other lost customers over a ten-year period?

Despite many similarities between them, Wal-Mart and K-Mart have very different results, largely because of "little things"that seem to result in better customer service. How do the sales of these two companies compare?

Customer loyalty is NOT:

Define what the word "customer"means in the context of this chapter and discuss the two different kinds of customers that every business has.

The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

Businesses that institute effective customer retention programs may see profits increase by howmuch?

A business will lose 10-30% of its customers in what time frame?

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

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters