Question 1

In many ways, the United States is now a service economy.

Accepted Answer

A) True 
 B)False  True

Question 2

Which of the following is a faulty notion regarding customer service?

Accepted Answer

A) Knowing the issues involved in a business is important to develop the skills of effective customer service. 
B) Customer service is of little importance as customers exist for the benefit of businesspeople. 
C) The most obvious reason for increased importance for high-quality customer service is greater competition. 
D) Keeping customers happy and loyal simply makes good economic sense. 
A) Knowing the issues involved in a business is important to develop the skills of effective customer service. 
B) Customer service is of little importance as customers exist for the benefit of businesspeople. 
C) The most obvious reason for increased importance for high-quality customer service is greater competition. 
D) Keeping customers happy and loyal simply makes good economic sense. B

Question 3

According to Michael LeBoeuf, customers buy only two things: _____ and solutions.

Accepted Answer

good feelings

Question 4

Why is a "nice" customer often considered detrimental to a business?

Accepted Answer

A) They have many complains about the products of a business. 
B) They do not provide honest feedback. 
C) They are difficult to satisfy. 
D) They have an aggressive temperament. 
A) They have many complains about the products of a business. 
B) They do not provide honest feedback. 
C) They are difficult to satisfy. 
D) They have an aggressive temperament.

Question 5

Treating nonpaying customers well is a good business practice.

Accepted Answer

A) True 
 B)False

Question 6

If a customer simply wants to be noticed and is not interested in buying your products, you should:

Accepted Answer

A) sternly ask the customer to stop wasting your time. 
B) treat the customer as you would treat a paying customer. 
C) politely request the customer to come when he or she actually wants to purchase your products. 
D) discourage the customer from visiting again. 
A) sternly ask the customer to stop wasting your time. 
B) treat the customer as you would treat a paying customer. 
C) politely request the customer to come when he or she actually wants to purchase your products. 
D) discourage the customer from visiting again.

Question 7

You can escape the self-esteem trap by taking a customer's attack personally and letting it affect your own self-esteem.

Accepted Answer

A) True 
 B)False

Question 8

Reggie is a customer who never complains when the waiters of a restaurant are sloppy; he simply makes it a point to visit another restaurant if he continues to face the same issue with a particular restaurant. Reggie best exemplifies a(n) "_____" customer

Accepted Answer

The answer of Reggie is a customer who never complains...

Question 9

Having quality products alone is enough for a business to succeed.

Accepted Answer

A) True 
 B)False

Question 10

Businesses can go the _____ by offering customers free services to ensure goodwill.

Accepted Answer

The answer of Businesses can go the _____ by offering...

Question 11

When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:

Accepted Answer

A) respond honestly and openly. 
B) become suspicious and hold back their responses. 
C) take this as a sign of weakness and take advantage of your courtesy. 
D) demand compensation for their suggestions and feedback. 
A) respond honestly and openly. 
B) become suspicious and hold back their responses. 
C) take this as a sign of weakness and take advantage of your courtesy. 
D) demand compensation for their suggestions and feedback.

Question 12

_____ primarily involves forming meaningful relationships with your customers, which makes them much more likely to return and buy from you again.

Accepted Answer

Relationsh

Question 13

Callie is greatly affected by the abusive comments of an aggressive customer. This incident lowers her confidence. Callie has failed to avoid the _____ trap.

Accepted Answer

The answer of Callie is greatly affected by the abusive...

Question 14

Questions such as "How was the service?" and "Was everything okay?" typically generate an honest and helpful response from customers.

Accepted Answer

A) True 
 B)False

Question 15

The best way to deal with an unreasonable, angry, or overly demanding customer is to:

Accepted Answer

A) allow the customer's outbursts to negatively influence your thoughts. 
B) express your anger openly rather than bottling it up and feeling miserable. 
C) let the customer fall into the self-esteem trap. 
D) avoid the self-esteem trap. 
A) allow the customer's outbursts to negatively influence your thoughts. 
B) express your anger openly rather than bottling it up and feeling miserable. 
C) let the customer fall into the self-esteem trap. 
D) avoid the self-esteem trap.

Question 16

Which of the following questions is an effective self-check when deciding on an ethical approach to a situation?

Accepted Answer

A) "Would I want all of my procedures to be made public knowledge?" 
B) "Would I want to continue with this customer?" 
C) "Would this customer be pleased with my suggestions?" 
D) "Would my actions lead to a solution to the issue?" 
A) "Would I want all of my procedures to be made public knowledge?" 
B) "Would I want to continue with this customer?" 
C) "Would this customer be pleased with my suggestions?" 
D) "Would my actions lead to a solution to the issue?"

Question 17

Two of the simplest principles of customer service include:

Accepted Answer

A) Create needs in your customers; Try to satisfy those needs. 
B) Sell the product first; Explain how the product benefits the customer. 
C) Prepare the idea for a service; Find a customer to fit the service. 
D) Find out what the customer needs; Do whatever is necessary to satisfy those needs. 
A) Create needs in your customers; Try to satisfy those needs. 
B) Sell the product first; Explain how the product benefits the customer. 
C) Prepare the idea for a service; Find a customer to fit the service. 
D) Find out what the customer needs; Do whatever is necessary to satisfy those needs.

Question 18

Which of the following is the best way of soliciting complaints?

Accepted Answer

A) How is our new cafe? 
B) What are the factors that impress you the most at our cafe? 
C) Suggest one thing that we can do to improve your experience at our cafe. 
D) Name three unique things you noticed at our new cafe. 
A) How is our new cafe? 
B) What are the factors that impress you the most at our cafe? 
C) Suggest one thing that we can do to improve your experience at our cafe. 
D) Name three unique things you noticed at our new cafe.

Question 19

Finding out what the customer needs, and doing whatever is necessary to satisfy that need are the _____ of customer service.

Accepted Answer

two simple

Question 20

Explain why the importance of high-quality customer service has increased.

Accepted Answer

The most obvious reason for the increase

In many ways, the United States is now a service economy.

Which of the following is a faulty notion regarding customer service?

According to Michael LeBoeuf, customers buy only two things: _____ and solutions.

Why is a "nice" customer often considered detrimental to a business?

Treating nonpaying customers well is a good business practice.

If a customer simply wants to be noticed and is not interested in buying your products, you should:

You can escape the self-esteem trap by taking a customer's attack personally and letting it affect your own self-esteem.

Reggie is a customer who never complains when the waiters of a restaurant are sloppy; he simply makes it a point to visit another restaurant if he continues to face the same issue with a particular restaurant. Reggie best exemplifies a(n) "_____" customer

Having quality products alone is enough for a business to succeed.

Businesses can go the _____ by offering customers free services to ensure goodwill.

When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:

_____ primarily involves forming meaningful relationships with your customers, which makes them much more likely to return and buy from you again.

Callie is greatly affected by the abusive comments of an aggressive customer. This incident lowers her confidence. Callie has failed to avoid the _____ trap.

Questions such as "How was the service?" and "Was everything okay?" typically generate an honest and helpful response from customers.

The best way to deal with an unreasonable, angry, or overly demanding customer is to:

Which of the following questions is an effective self-check when deciding on an ethical approach to a situation?

Two of the simplest principles of customer service include:

Which of the following is the best way of soliciting complaints?

Finding out what the customer needs, and doing whatever is necessary to satisfy that need are the _____ of customer service.

Explain why the importance of high-quality customer service has increased.

Human Relations: a Background

Self-Concept and Self-Esteem in Human Relations

Self-Awareness and Self-Disclosure

Attitudes and Values in Human Relations

Motivation: Increasing Productivity

Communication and Human Relations

People, Groups, and Teams

Achieving Emotional Control

Individual and Organizational Change

Creativity and Human Relations

Conflict Management

Stress and Stress Management

Human Relations in a World of Diversity

Business Ethics and Social Responsibility

Maintaining Workplace Health and Success

Filters

Exam 13: Your External and Internal Customers

In many ways, the United States is now a service economy.

Which of the following is a faulty notion regarding customer service?

According to Michael LeBoeuf, customers buy only two things: _____ and solutions.

Why is a "nice" customer often considered detrimental to a business?

Treating nonpaying customers well is a good business practice.

If a customer simply wants to be noticed and is not interested in buying your products, you should:

You can escape the self-esteem trap by taking a customer's attack personally and letting it affect your own self-esteem.

Reggie is a customer who never complains when the waiters of a restaurant are sloppy; he simply makes it a point to visit another restaurant if he continues to face the same issue with a particular restaurant. Reggie best exemplifies a(n) "_____" customer

Having quality products alone is enough for a business to succeed.

Businesses can go the _____ by offering customers free services to ensure goodwill.

When customers perceive that you are willing to listen to their problems and that you are encouraging their response, they are most likely to:

_____ primarily involves forming meaningful relationships with your customers, which makes them much more likely to return and buy from you again.

Callie is greatly affected by the abusive comments of an aggressive customer. This incident lowers her confidence. Callie has failed to avoid the _____ trap.

Questions such as "How was the service?" and "Was everything okay?" typically generate an honest and helpful response from customers.

The best way to deal with an unreasonable, angry, or overly demanding customer is to:

Which of the following questions is an effective self-check when deciding on an ethical approach to a situation?

Two of the simplest principles of customer service include:

Which of the following is the best way of soliciting complaints?

Finding out what the customer needs, and doing whatever is necessary to satisfy that need are the _____ of customer service.

Explain why the importance of high-quality customer service has increased.

Human Relations: a Background

Self-Concept and Self-Esteem in Human Relations

Self-Awareness and Self-Disclosure

Attitudes and Values in Human Relations

Motivation: Increasing Productivity

Communication and Human Relations

People, Groups, and Teams

Achieving Emotional Control

Individual and Organizational Change

Creativity and Human Relations

Conflict Management

Stress and Stress Management

Human Relations in a World of Diversity

Business Ethics and Social Responsibility

Maintaining Workplace Health and Success

Filters