Question 1

To optimise a customer's satisfaction with your organisation,it is necessary to

Accepted Answer

A) provide a luxurious ambience or business environment 
B) tell them that they are dealing with the best company 
C) focus primarily on before-sales service 
D) make sure that everything you do is aimed at ensuring they have a positive experience 
A) provide a luxurious ambience or business environment 
B) tell them that they are dealing with the best company 
C) focus primarily on before-sales service 
D) make sure that everything you do is aimed at ensuring they have a positive experience

Question 2

An effective research program should gather information

Accepted Answer

A) on rates of customer retention 
B) about levels of customer complaints 
C) that is qualitative and quantitative in nature 
D) about the customer's former supplier 
A) on rates of customer retention 
B) about levels of customer complaints 
C) that is qualitative and quantitative in nature 
D) about the customer's former supplier

Question 3

According to Albrecht 1992,the four levels of customer value are

Accepted Answer

A) basic,expected,desired and unanticipated 
B) foundation,intermediate,penultimate and ultimate 
C) introductory,intermediate,quality and superlative 
D) primary,secondary,tertiary and quaternary 
A) basic,expected,desired and unanticipated 
B) foundation,intermediate,penultimate and ultimate 
C) introductory,intermediate,quality and superlative 
D) primary,secondary,tertiary and quaternary

Question 4

Which service is considered the organisation's 'reason for being'?

Accepted Answer

A) Basic service 
B) Expected service 
C) Desired service 
D) Unanticipated service 
A) Basic service 
B) Expected service 
C) Desired service 
D) Unanticipated service

Question 5

Customer loyalty is meeting the needs and expectations of the customers.

Accepted Answer

A) True 
 B)False

Question 6

What will help staff of an organisation prevent anxiety or stress in the customer?

Accepted Answer

A) Pleasant mood music playing in the background 
B) Emotional intelligence on the part of the service provider 
C) Agreeing to customer requests,however difficult 
D) Agreeing that customer complaints are valid 
A) Pleasant mood music playing in the background 
B) Emotional intelligence on the part of the service provider 
C) Agreeing to customer requests,however difficult 
D) Agreeing that customer complaints are valid

Question 7

Quality comprises the goods or services only.

Accepted Answer

A) True 
 B)False

Question 8

The PAIR strategy for customer complaint involves

Accepted Answer

A) pleasing,attending,investigating and resolving 
B) placating,accepting,investigating and resolving 
C) placating,attending,investigating and responding 
D) placating,attending,investigating and resolving 
A) pleasing,attending,investigating and resolving 
B) placating,accepting,investigating and resolving 
C) placating,attending,investigating and responding 
D) placating,attending,investigating and resolving

Question 9

According to Kilborn 2003,up to 80% of companies have failed to make investments in Customer Relations Management work because

Accepted Answer

A) customer service is no longer confined to customers buying in a shop 
B) call centres and the Internet provide a 24-hour-a-day,seven-days-a-week service 
C) the focus is on optimising customer experience 
D) customers expect 'corner shop' service no matter what channel and when 
A) customer service is no longer confined to customers buying in a shop 
B) call centres and the Internet provide a 24-hour-a-day,seven-days-a-week service 
C) the focus is on optimising customer experience 
D) customers expect 'corner shop' service no matter what channel and when

Question 10

According to Rosen 1997,the most important aspect of building a customer satisfaction model is

Accepted Answer

A) collecting the data 
B) what you do with the data collected 
C) identifying the standards expected by customers 
D) collecting customer feedback 
A) collecting the data 
B) what you do with the data collected 
C) identifying the standards expected by customers 
D) collecting customer feedback

Question 11

Customer value means

Accepted Answer

A) customers are getting good value for their dollar 
B) organisations value their customers and focus on keeping them 
C) organisations focus on providing satisfaction for their customers 
D) measurements are in place that clearly demonstrate the value of customers 
A) customers are getting good value for their dollar 
B) organisations value their customers and focus on keeping them 
C) organisations focus on providing satisfaction for their customers 
D) measurements are in place that clearly demonstrate the value of customers

Question 12

A quality interaction between customer and service provider is

Accepted Answer

A) a sign of goodwill between the organisation and its customers 
B) dependent solely on good communication strategies 
C) the basis of quality customer service 
D) due to clever advertising 
A) a sign of goodwill between the organisation and its customers 
B) dependent solely on good communication strategies 
C) the basis of quality customer service 
D) due to clever advertising

Question 13

When a product or service is considered,a good experience occurs when

Accepted Answer

A) the product or service meets or exceeds industry benchmark specifications 
B) product quality and customer service are brought together 
C) the product or service meets all organisational expectations 
D) the product or service meets all international standards organisation ISO benchmarks 
A) the product or service meets or exceeds industry benchmark specifications 
B) product quality and customer service are brought together 
C) the product or service meets all organisational expectations 
D) the product or service meets all international standards organisation ISO benchmarks

Question 14

Effective customer relationships are 'about inspiring loyalty through dealing fairly and effectively with each person'.

Accepted Answer

A) True 
 B)False

Question 15

To create a positive impression and foster goodwill towards an organisation,staff need to

Accepted Answer

A) acknowledge and greet customers appropriately 
B) listen to customers' expressions of their needs with respect 
C) know their product and the service they are delivering 
D) all of the above 
A) acknowledge and greet customers appropriately 
B) listen to customers' expressions of their needs with respect 
C) know their product and the service they are delivering 
D) all of the above

Question 16

Periodic revenue,when considering the lifetime customer value,relates to

Accepted Answer

A) the number of people who are being lost to the organisation 
B) the amount of revenue collected from a customer in a set period of time 
C) the periods into which the customer relationship is divided for analysis 
D) the amount of money an organisation spends in a given period to retain a customer 
A) the number of people who are being lost to the organisation 
B) the amount of revenue collected from a customer in a set period of time 
C) the periods into which the customer relationship is divided for analysis 
D) the amount of money an organisation spends in a given period to retain a customer

Question 17

Customer Relationship Management CRM involves

Accepted Answer

A) strategies and processes to manage customer interactions 
B) strategies to gather empirical data about customer behaviour 
C) processes designed to minimise customer complaints 
D) the use of technology to minimise customer interactions 
A) strategies and processes to manage customer interactions 
B) strategies to gather empirical data about customer behaviour 
C) processes designed to minimise customer complaints 
D) the use of technology to minimise customer interactions

Question 18

If a customer encounters a problem,their loyalty will drop by

Accepted Answer

A) 73% 
B) 27% 
C) 20% 
D) 68% 
A) 73% 
B) 27% 
C) 20% 
D) 68%

Question 19

The use of effective communication skills in customer service and public relations is critical because

Accepted Answer

A) such skills are 'best practice' and required in a global trading environment 
B) they allow the real needs of the customers to be addressed 
C) customers expect special treatment 
D) the organisation pays for staff to have such skills 
A) such skills are 'best practice' and required in a global trading environment 
B) they allow the real needs of the customers to be addressed 
C) customers expect special treatment 
D) the organisation pays for staff to have such skills

Question 20

Discuss the interaction of strategy,process and technology in customer relationship management.Give some examples to support your arguments.

Accepted Answer

Customer relationship management (CRM) i

Exam 11: Customer Service

To optimise a customer's satisfaction with your organisation,it is necessary to

An effective research program should gather information

According to Albrecht 1992,the four levels of customer value are

Which service is considered the organisation's 'reason for being'?

Customer loyalty is meeting the needs and expectations of the customers.

What will help staff of an organisation prevent anxiety or stress in the customer?

Quality comprises the goods or services only.

The PAIR strategy for customer complaint involves

According to Kilborn 2003,up to 80% of companies have failed to make investments in Customer Relations Management work because

According to Rosen 1997,the most important aspect of building a customer satisfaction model is

Customer value means

A quality interaction between customer and service provider is

When a product or service is considered,a good experience occurs when

Effective customer relationships are 'about inspiring loyalty through dealing fairly and effectively with each person'.

To create a positive impression and foster goodwill towards an organisation,staff need to

Periodic revenue,when considering the lifetime customer value,relates to

Customer Relationship Management CRM involves

If a customer encounters a problem,their loyalty will drop by

The use of effective communication skills in customer service and public relations is critical because

Discuss the interaction of strategy,process and technology in customer relationship management.Give some examples to support your arguments.

Communication Foundations

Social Media

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Public Relations

Knowledge Management and Decision Making

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking,Argument,logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking in the Professions

Writing for the Professions

Writing Correspondence,Emails and Short Reports

Writing Long Reports

Writing for the Web

Writing Reflective Journals

Academic Writing

The Job Search, Résumés and Interviews

Filters