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Customer Service: FINAL Exam

Terms in this set (81)

Which of the three Satisfaction Measures is concerned with emotions, feelings, like and dislike?
Affective
Which measures, or metrics, involve three psychological elements for evaluation -1)Cognitive 2) Affective 3) Behavioral?
Satisfaction Measures
What type of customer service measurement is meant to be a "snapshot of a company's performance through the eyes of its customers?"
Net Promoter Score
What type of promotion is the MOST EFFECTIVE in regard to a company's products or services?
Word-of-mouth
Which of the following is the most EXPENSIVE for a business to do
Gain a new customer
What cycle does the following: 1) Identify Customers 2) Tracks Spending 3) Motivates Behavior 4) Rewards Performance and 5) Measures Results
Loyalty Cycle
T F Customer loyalty is having the nerve or courage to stand behind product
TRUE
T F Businesses need loyalty programs build customer approval.
TRUE
T F Loyalty programs identify least profitable customers.
TRUE
T F Businesses need loyalty programs to build awareness.
TRUE
Loyalty programs are a hook to keep customers coming back.
TRUE
Which of the following are reflections of POSITIVE customer service?
All of the answers are correct
employee communications replaced by e-mail.
Memo
Law concerning education rights and privacy.
FERPA
Law concerning worker safety.
OSHA
Law concerning confidentiality at doctor offices.
HIPPA
Which of the following are soft skills utilized in customer service?
All of the answers are correct
Which of the following are soft skills utilized in customer service?
Build Rapport
T F Resume is capturing and marketing yourself on paper
TRUE
T F Job application guarantees a job.
FALSE
T F Soft skills are only for individuals that work in the clothing industry
FALSE
Voice inflection is a verbal way to emphasize key points
TRUE
Makes your first impression with future employer
Job Application
Reacting to show you are paying attention
Active Listening
Can be improved by reading out loud
Voice Inflection
Nonverbal way to tell the customer you care
Eye Contact
What is the second step for handling a customer complaint
Identify the root cause of the problem
What is the first step for handling a customer complaint
Assure the customer you can help and then listen carefully
Segmenting a market based on location, region, and climate is
Geographic
Segmenting a market based on characteristics such as race, religion, age, and income is
Demographic
Segmenting a marketing based on "rate of use" is
Behavioristic
Segmenting a market based on consumer interests is
Psychographic
Target Markets that are identified correctly help advertisers do all of the following except
Raise awareness of products by using mass marketing techniques
Behavioral Segmentation of customers is based on
Customer purchase behavior
Demographic Segmentation of customer is based on
Where the customer is located and the climate
Which of the following are true of CUSTOMER PROFILES?
Break down a pool of customers to those who would likely purchase the product or service
Psychographic Segmentation of customer is based on
Values, attitudes & personality of customer
Geographic Segmentation of customer is based on
Where the customer is located and the climate
Which of the following is true of CUSTOMER PROFILES?
Identify key factors that are common to their customers
What is the purpose of the customer profile
To show a company where to spend advertising resources
Segmenting based on customer purchase behavior
Behavioristic
Segmenting based on measurable statistics
Demographic
Segmenting based on attitudes & personality
Psychographic
Segmenting based on location and the climate
Geographic
A step-by-step activity or behavior that must be followed is called___________
Procedure
What is the most important thing to do while a customer is talking?
Listen
Which of the following is a training method?
All the answers are correct
Customer obstacles may be:
All the answers are correct
Every customer service employee will face conflict such as:
All the answers are correct
Stores, Malls, Kiosks, and gas stations are examples of ____________ __________.
Retail Sales
A set of step-by-step activities or behaviors that must be followed to perform a task correctly is:
Procedure
Procedure which of the following are essential in creating a Win-Win service interaction?
Maintain the relationship and follow-up
A set of actions or principles that outline a business's interaction with customers is a:
Company Policy
Which of the following are essential in creating a Win-Win service interaction?
Develop trust and connect with customer
A declaration of an organization's core purpose and intent is a
Mission Statement
Which of the following are essential in creating a Win-Win service interaction?
Discover the customer's needs+
Customer service that is done as a service opportunity for distributors to work with other distributors and retailers is:
Wholesale Sales
Customer service that is done in a location where trained sales associates assist customers is:
Retail Sales
Customer service that is done in a central location where telecommunications is the major method of service is:
Call Centers
The process of developing customer satisfaction
Customer Service
Buy large quantities and resell smaller quantities
Wholesale Sales
Action or deed of value performed to satisfy a need
Service Industry
Business that sell smaller quantities of goods
Retail Sales
Interaction with customer typically by phone
Call Centers
Without customers there are No
Jobs
A tool used by employers to assess a person's reasoning, thinking, performance and job success is:
Personality Profile
What is the focus of the "Marketing Concept"
The customer
Which one is not included in the Customer Service STARS:
Environment
Which one is included in the Customer Service STARS:
Service
Which one is included in the Customer Service STARS:
Sales
Effective employees should believe in the following:
Product
A tool used by employers to evaluate a person's attributes, values, life skills and employability is:
Personality Profile
Which of the following are components of a hiring plan?
Outlines needed personnel
Which of the following are components of a hiring plan?
Guide for the employment search
Which of the following are components of a hiring plan?
Identifies qualities of people needed
Which of the following is a need that the customer openly tells you about?
Explicit Needs
Concerns that keep the customer guarded
Barriers
Customer tells you what need they have
Explicit Needs
Customer hints about what they want
Hidden Needs
The process of developing customer satisfaction
Customer Service
The focus of the business on needs and wants
Marketing Concept
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