Exam 13: Your External and Internal Customers

A company can ensure the highest standards of professionalism and ethics in its delivery of customer service by promoting its desired values, ____, and making sure frontline workers follow the rules.

(Short Answer)

4.8/5

(40)

Question 21

Dream Land manufactures toys for kids. In its advertisements, it stresses on its motto to make the customers happy. In doing so, the company is trying to:

(Multiple Choice)

4.9/5

(34)

Question 22

A complaint should not be viewed as a personal attack but as a(n) ____.

(Short Answer)

4.9/5

(30)

Question 23

Relationship selling reduces the chances that a customer would return and buy from you again.

(True/False)

4.8/5

(38)

Question 24

Why should firms lay emphasis on the practice of listening to customer complaints?

(Essay)

4.7/5

(30)

Question 25

"Sorry we don't accept credit cards. It's our company policy." This is the most effective way of delivering the news to your customers that you do not accept credit cards.

(True/False)

4.7/5

(37)

Question 26

Good service, which always includes good ____, is the main reason for repeat business.

(Short Answer)

4.8/5

(32)

Question 27

An emphasis on careful listening to complaints sends the signal to consumers that yours is a(n) _____ business.

(Short Answer)

4.9/5

(50)

Question 28

A customer complaint is an opportunity to improve.

(True/False)

4.9/5

(41)

Question 29

Discuss the practice of "going the extra mile."

(Essay)

4.8/5

(33)

Question 30

Which of the following strategies should be followed when dealing with customers?

(Multiple Choice)

4.8/5

(35)

Question 31

Bruce is a customer service representative of GoodHomes appliances. He is responsible for providing solutions to customers' problems. To provide solutions to the customers, Bruce depends on the team of technical experts in the company. From the given information, we can conclude that Bruce is a(n):

(Multiple Choice)

4.8/5

(48)

Question 32

An internal customer is best described as a person who:

(Multiple Choice)

4.8/5

(44)

Question 33

A "nice" customer is best described as a person who:

(Multiple Choice)

4.8/5

(43)

Question 34

A "nice" customer is someone who never complains but responds by taking his/her business elsewhere.

(True/False)

4.9/5

(31)

Question 35

How should one consider using the word "policy" when dealing with customers?

(Essay)

5.0/5

(36)

Question 36

Which of the following statements is true of customer needs?

(Multiple Choice)

4.9/5

(34)

Question 37

If a customer does not have a thorough understanding of what his or her own needs are:

(Multiple Choice)

4.7/5

(40)

Question 38

The two simplest principles of customer service are finding out what the customer needs and doing what is necessary to satisfy those needs.

(True/False)

4.8/5

(41)

Question 39

To succeed with customers, you must learn to bolster their ____.

(Short Answer)

4.8/5

(35)

Question 40

Showing 21 - 40 of 100

A company can ensure the highest standards of professionalism and ethics in its delivery of customer service by promoting its desired values, ____, and making sure frontline workers follow the rules.

Dream Land manufactures toys for kids. In its advertisements, it stresses on its motto to make the customers happy. In doing so, the company is trying to:

A complaint should not be viewed as a personal attack but as a(n) ____.

Relationship selling reduces the chances that a customer would return and buy from you again.

Why should firms lay emphasis on the practice of listening to customer complaints?

"Sorry we don't accept credit cards. It's our company policy." This is the most effective way of delivering the news to your customers that you do not accept credit cards.

Good service, which always includes good ____, is the main reason for repeat business.

An emphasis on careful listening to complaints sends the signal to consumers that yours is a(n) _____ business.

A customer complaint is an opportunity to improve.

Discuss the practice of "going the extra mile."

Which of the following strategies should be followed when dealing with customers?

Bruce is a customer service representative of GoodHomes appliances. He is responsible for providing solutions to customers' problems. To provide solutions to the customers, Bruce depends on the team of technical experts in the company. From the given information, we can conclude that Bruce is a(n):

An internal customer is best described as a person who:

A "nice" customer is best described as a person who:

A "nice" customer is someone who never complains but responds by taking his/her business elsewhere.

How should one consider using the word "policy" when dealing with customers?

Which of the following statements is true of customer needs?

If a customer does not have a thorough understanding of what his or her own needs are:

The two simplest principles of customer service are finding out what the customer needs and doing what is necessary to satisfy those needs.

To succeed with customers, you must learn to bolster their ____.

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