Deck 1: The Customer Service Profession

Question 1

After the recession,economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Answer 1

True
Explanation: After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Question 2

The ultimate goal of customer relationship management is customer loyalty.

Answer 2

True
Explanation: The concept of identifying customer needs, understanding and influencing customer behavior through on-going communication strategies in an effort to acquire, retain and satisfy the customer is known as customer relationship management. The ultimate goal is customer loyalty.

Question 3

Workers employed in professional and business services,in financial activities,and in education and health services are least likely to work at home.

Answer 3

False
Explanation: From an industry perspective, workers employed in professional and business services, in financial activities, and in education and health services are among the most likely to work at home.

Question 4

The Norris-La Guardia Act allocated $7 billion toward upgrading and expanding broadband access nationwide in order to provide access to rural areas and increase Internet capacity in schools,libraries,public safety offices,and other community buildings.

Question 5

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

Question 6

The goals of providing customer service are similar despite the differences between organizations in their focus.

Question 7

Offshoring refers to the practice of contracting with third-party companies outside the organization.

Question 8

Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.

Question 9

According to the U.S.Bureau of Labor Statistics,the long-term shift from goods-producing to service-producing employment is expected to decline.

Question 10

Employees who work from their homes or satellite locations are considered to be telecommuting.

Question 11

Internet service providers are an example of organizations that provides,both,products and services.

Question 12

Customer service professionals need to be abreast of current organizational policies and procedures.

Question 13

Rapid growth in construction is likely to increase the overall employment in goods-producing industries.

Question 14

Organizations such as the International Council of Customer Service Organizations (ICCSO)work to help develop and promote service and professional excellence standards throughout the world.

Question 15

The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.

Question 16

Deregulation is the removal of government restrictions on an industry.

Question 17

Customer satisfaction is the feelings of a person whose needs have been met by an organization.

Question 18

A manufacturer of consumer electronics,wanting to reduce costs,relocates his production facility to a rural location.This is an example of a cottage industry.

Question 19

The number of women in the workforce is projected to decrease from about 43 percent in the year 2000 to 39 percent by the year 2020.

Question 20

According to the Census Bureau and the Bureau of Labor Statistics,state and local governments are classified as the service sector while the federal government isn't.

Question 21

According to the Census Bureau and the Bureau of Labor Statistics,wholesale trade,retail trade,finance,insurance and the federal government are examples of the ____.

A) service sector
B) primary sector
C) public sector
D) private sector

Question 22

_____ is the term applied to an ongoing trend of information,knowledge and resource sharing around the world.

A) Networking
B) Telecommuting
C) Globalization
D) Deregulation

Question 23

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

A) A majority of consumers have started to act on impulse and buy whatever they desire to buy.
B) Consumers have begun to reevaluate their paradigm or the way they look at products.
C) A large number of consumers are opting to buy rather than rent homes, cars, and clothes.
D) Consumers have begun to shift from a cautious spending approach to a cutting back mentality.

Question 24

Which of the following is a component of a customer service environment?

A) Technical know-how
B) Suppliers
C) Delivery systems
D) Management

Question 25

_____ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.

A) Insourcing
B) Deregulation
C) Outsourcing
D) Offshoring

Question 26

_____ refers to the relocation of business services by an organization from one country to another.

A) Offshoring
B) Insourcing
C) Deregulation
D) Outsourcing

Question 27

RedAngle Corp.is a company that allows its employees to set up home offices and communicate electronically to its corporate office.This is an example of ____.

A) downsizing
B) outsourcing
C) telecommuting
D) offshoring

Question 28

Learning organizations are businesses that use knowledge as a basis for competitive advantage.

Question 29

Older workers are more likely than younger workers to be short-tenured employees.

Question 30

Analog Corp.,a multinational software company,spends time and takes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery.In this case,Analog Corp.is most likely to be a(n)_____.

A) customer-focused organization
B) offshoring organization
C) cottage industry
D) outsourcing organization

Question 31

During the early days of business growth,many sold or bartered products from their homes in what became known as ____.

A) outsourcing organizations
B) cottage industries
C) service industries
D) customer-focused organizations

Question 32

B2B stands for ____.

A) back-to-business
B) brand-to-brand
C) brokering-to-business
D) business-to-business

Question 33

External customers are the ones who actively seek out; research; and buy,rent or lease products or services offered by the organization.

Question 34

Which of the following statements best describes the term "e-commerce?"

A) It refers to an entire spectrum of companies that market products and services on the Internet and through other technology.
B) It is a trade agreement entered into by the United States, Canada, and Mexico to help them eliminate barriers to trade.
C) It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization.
D) It refers to the group of companies operated by the federal government that sells products for free of cost.

Question 35

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ____.

A) offshoring
B) downsizing
C) networking
D) outsourcing

Question 36

Motivated and competent workers,planning,policy,and procedure change or system adaptation will have a positive impact on customer service.

Question 37

The ability of knowledgeable,capable,and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____.

A) downsizing
B) networking
C) customer service
D) outsourcing

Question 38

Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?

A) Mexico
B) Costa Rica
C) Bermuda
D) Greenland

Question 39

Service providers invest large amounts of money in training employees because ____.

A) they lose business and revenue if they do not meet the service expectations of customers
B) they are unaffected by the economic recession and massive job losses
C) a larger number of consumers are opting to buy rather than rent homes and cars
D) consumers act on impulse and purchase any product or service that they desire to buy

Question 40

In a learning organization,learning from mistakes and adapting accordingly is crucial.

Question 41

The process of correcting something that has gone wrong involving provision of a product to a client is called ____.

A) service recovery
B) delivery system
C) downsizing
D) deregulation

Question 42

Who among the following is an example of internal customers?

A) Vendors
B) Suppliers
C) Potential clients
D) Subordinates

Question 43

Those who actively seek out,research and buy,rent or lease products or services offered by a business are its ____.

A) external customers
B) internal customers
C) investors
D) suppliers

Question 44

Explain the term service recovery.

Question 45

Discuss the term organizational culture.

Question 46

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ____.

A) outsourcing
B) offshoring
C) service
D) training

Question 47

_____ undertakes activities such as recruiting,selecting,training,and retaining qualified people.

A) Human resource
B) Delivery system
C) Service recovery
D) Organizational culture

Question 48

Define e-commerce.

Question 49

_____ refers to the products or services offered by an organization.

A) Outsourcing
B) Offshoring
C) Deliverable
D) Networking

Question 50

Employees of other departments or branches,co-workers and other people who work within the same organization are ____.

A) external customers
B) internal customers
C) online customers
D) current customers

Question 51

Distinguish between offshoring and outsourcing.

Question 52

Define the service sector and list a few industries that it covers.

Question 53

_____ is a term that describes an organization that uses knowledge as a basis for competitive advantage.

A) Learning organization
B) Customer-focused organization
C) Service industry
D) Cottage industry

Question 54

Who among the following is an example of external customers?

A) Subordinates
B) Suppliers
C) Co-workers
D) Security personnel

Question 55

The _____ includes an element of an organization that a customer experiences.

A) human resource
B) organizational culture
C) service environment
D) service recovery