Question 1

Instead of using your energy to show a difficult customer that you are right and that he or she is wrong, you should focus on getting the customer calmed down.

Accepted Answer

A) True 
 B)False

Question 2

One effective way of dealing with customers is to avoid any outside distractions and make them feel important.

Accepted Answer

A) True 
 B)False

Question 3

The most obvious reason for increased importance for high-quality customer service is ____.

Accepted Answer

A) greater competition 
B) a more diverse customer base 
C) stricter government rules 
D) greater cultural diversity

Question 4

Empathy is the ability to put yourself in the other person's place.

Accepted Answer

A) True 
 B)False

Question 5

An external customer is the person who provides services and products to other people in the same company.

Accepted Answer

A) True 
 B)False

Question 6

One of the most accepted and effective ways of handling impossible customer requests is to quote your company policy.

Accepted Answer

A) True 
 B)False

Question 7

The self-esteem trap is best described as:

Accepted Answer

A) the circumstance that arises when a customer with a low self-esteem fails to express his or her needs clearly. 
B) the circumstance that comes from taking a customer's attack personally and letting it affect your own self-esteem. 
C) the condition in which a person with a high self-esteem looks down upon people with low-self-esteems. 
D) the subconscious activity that compares your self-image against your image of others.

Question 8

Customer complaints should be encouraged as they inspire improvements to service.

Accepted Answer

A) True 
 B)False

Question 9

Cash prizes for surveys that ask for customer feedback are means of encouraging customers to complain.

Accepted Answer

A) True 
 B)False

Question 10

When faced with an angry customer, cutting the customer off typically proves to be beneficial.

Accepted Answer

A) True 
 B)False

Question 11

What kind of attitude should be avoided when dealing with customers.

Accepted Answer

The answer of What kind of attitude should be avoided...

Question 12

Ensuring that you are able to provide a service in spite of compromising on the profit margins depicts good business sense.

Accepted Answer

A) True 
 B)False

Question 13

Unethical customer service can result in victimized customers.

Accepted Answer

A) True 
 B)False

Question 14

When a company gives customers free products or services as a way of showing appreciation for their relationship with them, it is referred to as:

Accepted Answer

A) going the extra mile. 
B) providing employee assistance programs. 
C) practicing conditional positive regard. 
D) compensating for a weakness.

Question 15

A customer complaint is a personal attack and should be tackled effectively.

Accepted Answer

A) True 
 B)False

Question 16

According to the American Management Association, 65 percent of a typical company's business comes from repeat business by _____ customers.

Accepted Answer

The answer of According to the American Management Association, 65...

Question 17

A(n) _____ is the person who depends on the other people in the company to provide the services and products for the external customer.

Accepted Answer

The answer of A(n) _____ is the person who depends...

Question 18

What are the various means of rewarding customers who complain?

Accepted Answer

The answer of What are the various means of rewarding...

Question 19

What are the two things to remember when dealing with unreasonable, angry, or overly demanding customers?

Accepted Answer

The answer of What are the two things to remember...

Question 20

According to Bill Gates, adopting a(n) _____ attitude toward customers rather than a defensive position makes customer complaints the most important part of improving quality of a business process.

Accepted Answer

The answer of According to Bill Gates, adopting a(n) _____...

Exam 13: Your External and Internal Customers

Instead of using your energy to show a difficult customer that you are right and that he or she is wrong, you should focus on getting the customer calmed down.

One effective way of dealing with customers is to avoid any outside distractions and make them feel important.

The most obvious reason for increased importance for high-quality customer service is ____.

Empathy is the ability to put yourself in the other person's place.

An external customer is the person who provides services and products to other people in the same company.

One of the most accepted and effective ways of handling impossible customer requests is to quote your company policy.

The self-esteem trap is best described as:

Customer complaints should be encouraged as they inspire improvements to service.

Cash prizes for surveys that ask for customer feedback are means of encouraging customers to complain.

When faced with an angry customer, cutting the customer off typically proves to be beneficial.

What kind of attitude should be avoided when dealing with customers.

Ensuring that you are able to provide a service in spite of compromising on the profit margins depicts good business sense.

Unethical customer service can result in victimized customers.

When a company gives customers free products or services as a way of showing appreciation for their relationship with them, it is referred to as:

A customer complaint is a personal attack and should be tackled effectively.

According to the American Management Association, 65 percent of a typical company's business comes from repeat business by _____ customers.

A(n) _____ is the person who depends on the other people in the company to provide the services and products for the external customer.

What are the various means of rewarding customers who complain?

What are the two things to remember when dealing with unreasonable, angry, or overly demanding customers?

According to Bill Gates, adopting a(n) _____ attitude toward customers rather than a defensive position makes customer complaints the most important part of improving quality of a business process.