Deck 10: Encouraging Customer Loyalty

Question 1

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

Answer 1

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

Question 2

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

Answer 2

True
Explanation: A simple way of accomplishing individualized service is to ask what else the customer would like.

Question 3

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

Answer 3

False
Explanation: Be enthusiastic. Use open body language, vocal cues, and gestures to let your customers know that you are glad they have chosen you and/or your organization.

Question 4

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

Question 5

Short term customer relationships are the ones that sustain organizations.

Question 6

In B2B,customers are often companies.

Question 7

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

Question 8

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

Question 9

Initiative applies only to external customer situations.

Question 10

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 11

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

Question 12

Core values are a set of standards which guides the conduct of all employees.

Question 13

Customer relationship management is a crucial element of customer loyalty.

Question 14

Many service providers look at customer interactions from a long-term perspective.

Question 15

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

Question 16

Technological advancement has failed to impact customer loyalty.

Question 17

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

Question 18

The most important thing to remember about trust is that,without it,you have no relationship.

Question 19

To create a social bond with customers,take time to just say hello without treating anyone as an individual.

Question 20

The key element in cementing interpersonal relationships is communication.

Question 21

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

Question 22

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

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

Question 23

Identify the true statement of customer relationship management from the following.

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 24

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 the delay in shipping goods in bulk in such a short span of time.Tom should:

A) update the customer only when they enquire on 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 25

Which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?

A) Sales and service records
B) Automated surveys
C) Customer comment cards
D) Shopper surveys

Question 26

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

Question 27

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 28

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

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

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 30

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

Question 31

A shortsighted view of customer interaction shows that:

A) customers are viewed from a relationship standpoint.
B) striving to employ as many positive relationship building skills can be very beneficial.
C) customers interactions are viewed from a long-term perspective.
D) a customer calls or comes in, service is provided, and then the customer goes away.

Question 32

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

Question 33

Which of the following is an example of ethical behavior?

A) An employee who reports a theft carried out by another employee.
B) Making personal phone calls from the office's telephone.
C) Providing or substituting an expensive product for an inferior one.
D) Providing nonstandard parts but charging for factory parts.

Question 34

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

A) When addressing a customer, 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 35

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

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

Question 36

_____ are mailed or e-mailed to people who have contacted an organization to get information,make a purchase,or use a service.

A) Customer comment cards
B) Automated surveys
C) Customer surveys
D) Service contact surveys

Question 37

One way to address customer needs is to anticipate them.

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

_____ conducted by greeters,hosts,or hostesses as customers leave a facility.

A) Customer survey
B) Exit interviews
C) Follow-up telephone surveys
D) Shopper surveys

Question 40

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 41

_____ 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 42

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

A) 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

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 44

Which of the following best describes average service?

A) Service at this level is unacceptable and typically leads to a breakdown.
B) Service at this level is not as expected and disappoints customers.
C) Service at this level is what is expected by a customer.
D) Service at this level is out of the ordinary and unexpected.

Question 45

Which of the following best describes below average service?

A) Service at this level is not as expected and disappoints customers.
B) Service at this level is what is expected by a customer.
C) Service at this level is out of the ordinary and unexpected.
D) Service at this level goes beyond the normal and may pleasantly surprise the customer.

Question 46

Discuss the customer's perception of quality.

Question 47

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 48

Which of the following best describes exemplary service?

A) Service at this level goes beyond the normal and may pleasantly surprise the customer.
B) Service at this level is unacceptable and typically leads to a breakdown.
C) Service at this level is not as expected and disappoints customers.
D) Service at this level is out of the ordinary and unexpected.

Question 49

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 50

List any five tips that would help employers/employees to provide quality customer service.

Question 51

List any five initiatives to provide excellent customer service.

Question 52

Which of the following best describes unsatisfactory service?

A) Service at this level is unacceptable and typically leads to a breakdown.
B) Service at this level is out of the ordinary and unexpected.
C) Service at this level is what is expected by a customer.
D) Service at this level is not as expected and disappoints customers.

Question 53

A tip that can help provide quality service to customers is:

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) to focus on features of a product or service and not its benefits.
D) deny accountability while attending to the customer.

Question 54

List the components in the customer relationship management process.

Question 55

List any five ways to show respect for to customers.