Question 1

In a purely customer-focused environment,service measurement is typically in terms of the:

Accepted Answer

A)  employee turnover. 
B)  number of products manufactured. 
C)  potential sales. 
D)  number of customer complaints. 
A)  employee turnover. 
B)  number of products manufactured. 
C)  potential sales. 
D)  number of customer complaints.

Question 2

A service professional should work with customers' interest in mind to promote a positive service culture.

Accepted Answer

A) True 
 B)False

Question 3

Retail and service organizations should:

Accepted Answer

A)  focus on attracting new customers instead of trying to retain current customers. 
B)  communicate their internal problems to customers. 
C)  establish policies and procedures that are flexible. 
D)  respond to customer complaints using "company policy" as an excuse. 
A)  focus on attracting new customers instead of trying to retain current customers. 
B)  communicate their internal problems to customers. 
C)  establish policies and procedures that are flexible. 
D)  respond to customer complaints using "company policy" as an excuse.

Question 4

Internal employees or external consultants who pose as customers in on-site visits,over the telephone,or online to determine how well customers are being served are known as:

Accepted Answer

A)  mystery shoppers. 
B)  lobbyists. 
C)  jobbers. 
D)  category captains. 
A)  mystery shoppers. 
B)  lobbyists. 
C)  jobbers. 
D)  category captains.

Question 5

A sole proprietorship is a one-owner business.

Accepted Answer

A) True 
 B)False

Question 6

From a customer's perspective,what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

Accepted Answer

Customers expect service employees to ha

Question 7

For any goal to be attained,it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a characteristic of organizations that are highly committed to customer service?

Accepted Answer

A)  They discourage employee empowerment. 
B)  They readily accept status quo. 
C)  They benchmark the successful practices of competitors. 
D)  They restrict communication between frontline employees and all levels of management. 
A)  They discourage employee empowerment. 
B)  They readily accept status quo. 
C)  They benchmark the successful practices of competitors. 
D)  They restrict communication between frontline employees and all levels of management.

Question 9

The type of delivery system used by organizations to serve customers is not important.

Accepted Answer

A) True 
 B)False

Question 10

Typically,in organizations that demonstrate a strong commitment to customer service,the status quo is acceptable.

Accepted Answer

A) True 
 B)False

Question 11

In order to demonstrate strong support for their company,frontline employees or supervisors should always use "they" language when dealing with customers.

Accepted Answer

A) True 
 B)False

Question 12

Explain how empowerment helps develop an effective service culture?

Accepted Answer

Employee empowerment is one way for a su

Question 13

Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.

Accepted Answer

A) True 
 B)False

Question 14

To promote a positive service culture,customer service professionals should always _____.

Accepted Answer

A)  view vendors and suppliers as salespeople whose only purpose is to serve them 
B)  focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers 
C)  be well versed in the many facets of their organization and its operation, related industry topics, and the competition 
D)  use "they" language when dealing with customers 
A)  view vendors and suppliers as salespeople whose only purpose is to serve them 
B)  focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers 
C)  be well versed in the many facets of their organization and its operation, related industry topics, and the competition 
D)  use "they" language when dealing with customers

Question 15

To maintain an efficient service delivery system,an organization should always:

Accepted Answer

A)  ensure that frontline employees cannot take decisions without the permission of their supervisors. 
B)  ensure that customers do not have to deal with the internal policies, practices, and politics. 
C)  encourage its managers and frontline employees to use "they" language when dealing with customers. 
D)  view customers from the standpoint of what company products or services they use. 
A)  ensure that frontline employees cannot take decisions without the permission of their supervisors. 
B)  ensure that customers do not have to deal with the internal policies, practices, and politics. 
C)  encourage its managers and frontline employees to use "they" language when dealing with customers. 
D)  view customers from the standpoint of what company products or services they use.

Question 16

Which of the following statements is a disadvantage for a company that outsources jobs?

Accepted Answer

A)  The need to purchase and update computers and related equipment increases substantially. 
B)  The potential to groom and hire from within an enculturated workforce decreases. 
C)  The work force size within the company increases, thereby increasing its salary budget. 
D)  The company's contribution to employee health benefits, retirement, and 401(k) payments increases. 
A)  The need to purchase and update computers and related equipment increases substantially. 
B)  The potential to groom and hire from within an enculturated workforce decreases. 
C)  The work force size within the company increases, thereby increasing its salary budget. 
D)  The company's contribution to employee health benefits, retirement, and 401(k) payments increases.

Question 17

In an organization,_____ are the task assignments that service providers assume.

Accepted Answer

A)  service delivery systems 
B)  customer expectations 
C)  employee roles 
D)  value chain activities 
A)  service delivery systems 
B)  customer expectations 
C)  employee roles 
D)  value chain activities

Question 18

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

Accepted Answer

A) True 
 B)False

Question 19

To ensure the success of an organization's customer service,a service professional should:

Accepted Answer

A)  continually reevaluate what he/she does on a daily basis when dealing with customers. 
B)  communicate the organization's internal policies, practices, or politics to customers. 
C)  focus on attracting new customers rather than trying to retain existing customers. 
D)  always use "they" language when dealing with customers. 
A)  continually reevaluate what he/she does on a daily basis when dealing with customers. 
B)  communicate the organization's internal policies, practices, or politics to customers. 
C)  focus on attracting new customers rather than trying to retain existing customers. 
D)  always use "they" language when dealing with customers.

Question 20

List the twelve strategies for promoting a positive service culture.

Accepted Answer

The following are the twelve strategies

In a purely customer-focused environment,service measurement is typically in terms of the:

A service professional should work with customers' interest in mind to promote a positive service culture.

Retail and service organizations should:

Internal employees or external consultants who pose as customers in on-site visits,over the telephone,or online to determine how well customers are being served are known as:

A sole proprietorship is a one-owner business.

From a customer's perspective,what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

For any goal to be attained,it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

Which of the following is a characteristic of organizations that are highly committed to customer service?

The type of delivery system used by organizations to serve customers is not important.

Typically,in organizations that demonstrate a strong commitment to customer service,the status quo is acceptable.

In order to demonstrate strong support for their company,frontline employees or supervisors should always use "they" language when dealing with customers.

Explain how empowerment helps develop an effective service culture?

Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.

To promote a positive service culture,customer service professionals should always _____.

To maintain an efficient service delivery system,an organization should always:

Which of the following statements is a disadvantage for a company that outsources jobs?

In an organization,_____ are the task assignments that service providers assume.

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

To ensure the success of an organization's customer service,a service professional should:

List the twelve strategies for promoting a positive service culture.

The Customer Service Profession

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 2: Contributing to the Service Culture

In a purely customer-focused environment,service measurement is typically in terms of the:

A service professional should work with customers' interest in mind to promote a positive service culture.

Retail and service organizations should:

Internal employees or external consultants who pose as customers in on-site visits,over the telephone,or online to determine how well customers are being served are known as:

A sole proprietorship is a one-owner business.

From a customer's perspective,what are the skills and qualifications that service employees in both large and small organizations must possess? What may happen if service employees fail to possess these skills?

For any goal to be attained,it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

Which of the following is a characteristic of organizations that are highly committed to customer service?

The type of delivery system used by organizations to serve customers is not important.

Typically,in organizations that demonstrate a strong commitment to customer service,the status quo is acceptable.

In order to demonstrate strong support for their company,frontline employees or supervisors should always use "they" language when dealing with customers.

Explain how empowerment helps develop an effective service culture?

Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.

To promote a positive service culture,customer service professionals should always _____.

To maintain an efficient service delivery system,an organization should always:

Which of the following statements is a disadvantage for a company that outsources jobs?

In an organization,_____ are the task assignments that service providers assume.

The return policy of an organization is a gauge customers use to determine where they will spend their time and money.

To ensure the success of an organization's customer service,a service professional should:

List the twelve strategies for promoting a positive service culture.

The Customer Service Profession

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters