Deck 10: Encouraging Customer Loyalty

Question 1

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.

Answer 1

False

Question 2

Short-term customer relationships are the ones that sustain organizations.

Answer 2

False

Question 3

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.

Answer 3

True

Question 4

Customer loyalty describes the tendency of customers to return to an organization because of service.

Question 5

The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.

Question 6

In B2B, customers are often companies.

Question 7

Customer relationship management is a crucial element of customer loyalty.

Question 8

A simple way of accomplishing individualized service is to ask what else the customer like or prefer.

Question 9

Technological advancement has failed to impact customer loyalty.

Question 10

Customer loyalty is a rational thing rather than an emotional one.

Question 11

The most important thing to remember about trust is that, without it, you do not have a customer service relationship.

Question 12

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

Question 13

One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.

Question 14

Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .

Question 15

A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.

Question 16

By effectively managing channel partner relationships, retail and service pricing can be kept down.

Question 17

Initiative applies only to external customer situations.

Question 18

A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.

Question 19

A simple way to demonstrate responsiveness is to attend to customer needs promptly.

Question 20

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.

Question 21

Which of the following strategies should be adopted to successfully build trust?

A) Refrain from accepting ownership of any mistake as it projects poor performance of the organization.
B) Refrain from making any eye contact while attending to the customer.
C) Offer special incentives to attract new customers rather than focusing on current customers.
D) While communicating with the customer, project positivity and enthusiasm.

Question 22

Which of the following is a poor example of fostering solid customer relationships?

A) Waiver of transaction charges charged by financial institutions.
B) Complementary air and water for vehicles at gas stations.
C) Complementary Wi-fi Internet access to customers in a hotel.
D) Restocking fees charged by online retailers for returned items.

Question 23

The ________ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

A) indirect
B) tactical
C) transactional
D) strategic

Question 24

Projecting a positive personal image is a crucial element in communicating an "I care" attitude to customers.

Question 25

Tom, a customer care executive, receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days. Tom needs to inform the customer of that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should ________.

A) update the customer only when they inquire about the delay in the shipment
B) update the customer regarding the delay as per his own convenience
C) update the customer regularly and keep the customer informed of any further delay
D) update the customer only when he or she raises a complaint regarding non-receipt of goods

Question 26

Which of the below is a shortsighted view of customer interactions?

A) A company views customers from a relationship standpoint.
B) A customer service representative strives to employ as many positive relationship building skills as possible.
C) A company views customer interactions from a long-term perspective.
D) After a customer calls or comes in and service is provided, the company assumes the customer no longer matters.

Question 27

Building a good customer service relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

Question 28

Which statement below is most appropriate to use when you want to show appreciation to a customer?

A) "That color really looks good on you."
B) "That is a beautiful tie."
C) "It's nice to see you this morning."
D) "Are you feeling OK?"

Question 29

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to ________.

A) only individuals with professional credentials
B) experienced customer service representatives
C) only individuals with strong academic credentials
D) potentially anyone with firsthand experience

Question 30

A customer's perception of quality service is often one of the prime reasons for his or her return.

Question 31

Identify the true statement about customer relationship management.

A) It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.
B) It increases marketing costs because direct mail, follow-up, and other customer recruitment activities are increased.
C) It decreases return on investment (ROI) because marketing fails to target specific customer needs.
D) It increases the need to obtain new customers through marketing because current customers are not aware of offerings.

Question 32

Which of the following is an example of ethical behavior?

A) Reporting a theft carried out by another employee.
B) Misleading a customer about warranty coverage in order to make a sale.
C) Providing or substituting an expensive product for an inferior one.
D) Providing nonstandard parts, but charging for factory parts.

Question 33

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Question 34

Which of the following categories of partners includes organizations that are intricately meshed with another company's internal operations?

A) Indirect
B) Transactional
C) Strategic
D) Tactical

Question 35

True customer loyalty tends to come about as a result of ________.

A) the very first customer-provider encounter
B) the rewards customers gain from special promotions, sales or loyalty programs
C) an organization's concerted, ongoing efforts to meet customer expectations and needs
D) a customer encounter in which a problem or complaint was resolved

Question 36

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

Question 37

Which statement identities the best strategy for dealing with customer complaints?

A) Customers who have complained are likely lost to your organization, so cut your losses and ignore them.
B) Organizations should always hesitate to ask for feedback because it will likely not be good.
C) Browse company blogs and websites and remove any negative posting or customer complaints.
D) You cannot fix what you do not know is broken. Ask for customer input and act upon it.

Question 38

Which of the following statements best defines customer satisfaction?

A) It refers to a five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected.
B) It refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one.
C) It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.
D) It refers to the process of a customer switching between products or companies, often simply to get a better price, contract, rebate, or warranty.

Question 39

Which of the following is an easy way to show respect to customers?

A) When addressing a customer, always use his or her first name.
B) Stop talking when the customer begins to speak.
C) Return calls or e-mail messages at your own convenience.
D) Avoid eye contact with the customer lest he or she is offended.

Question 40

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

A) strategic
B) transactional
C) direct
D) tactical

Question 41

Discuss the importance of the customer's perception of quality customer service.

Question 42

Which of the following is the best tip to handle customers effectively?

A) Only ask closed-end questions to determine the customer's needs.
B) Treat as many customers as possible simultaneously to cater to all their needs.
C) Strive to provide exceptional service to win over the customer.
D) Get to know only those customers who wish to foster a long-term relationship.

Question 43

List the components in the customer relationship management process.

Question 44

Which of the following is the first step in the planning process model?

A) Evaluate the situation
B) Examine the situation
C) Identify alternatives
D) Set a goal

Question 45

________ are instances in which a customer connects with a service provider or some other aspect of an organization.

A) Codes of ethics
B) Exit surveys
C) Contact points
D) Channel partners

Question 46

The concept of underpromise and overdeliver refers to ________ customer expectations.

A) failing to meet
B) creating
C) disregarding
D) exceeding

Question 47

Which of the following is the next step after identifying alternatives in the planning process model?

A) Select the best alternatives
B) Create an implementation plan
C) Examine the situation
D) Evaluate the situation

Question 48

________ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

A) Customer retention model
B) Customer relationship management
C) Total quality management
D) Planning process model

Question 49

List any five ways to show respect for to customers.

Question 50

The prime objective of following up with customers is to ________.

A) let them know you have not forgotten them and appreciate their business
B) trick them into remaining loyal to your company
C) establish a close personal friendship with each and every customer
D) hand off responsibility to the customer for any service breakdowns

Question 51

Which of the following strategies helps provide quality service to customers?

A) Address the customer using his or her first name irrespective of their consent.
B) Stay aware of the competition and the products offered by the competitor.
C) Focus on features of a product or service rather than its benefits.
D) Deny accountability while attending to the customer.

Question 52

Which of the following is the next step after examine and evaluate in the planning process model?

A) Create an implementation plan
B) Set a goal
C) Identify alternatives
D) Evaluate alternatives

Question 53

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

Question 54

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

A) Establish rapport
B) Identify customer needs
C) Satisfy customer needs
D) Offer a channel partner

Question 55

List the five steps of the planning process model.