Customer Service (All the Questions)

Which of the three Satisfaction Measures is concerned with emotions, feelings, like and dislike?
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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.TRUEWhich of the following are reflections of POSITIVE customer service?All of the answers are correctemployee communications replaced by e-mail.MemoLaw concerning education rights and privacy.FERPALaw concerning worker safety.OSHALaw concerning confidentiality at doctor offices.HIPPAWhich of the following are soft skills utilized in customer service?All of the answers are correctWhich of the following are soft skills utilized in customer service?Build RapportT F Resume is capturing and marketing yourself on paperTRUET F Job application guarantees a job.FALSET F Soft skills are only for individuals that work in the clothing industryFALSEVoice inflection is a verbal way to emphasize key pointsTRUEMakes your first impression with future employerJob ApplicationReacting to show you are paying attentionActive ListeningCan be improved by reading out loudVoice InflectionNonverbal way to tell the customer you careEye ContactWhat is the second step for handling a customer complaintIdentify the root cause of the problemWhat is the first step for handling a customer complaintAssure the customer you can help and then listen carefullySegmenting a market based on location, region, and climate isGeographicSegmenting a market based on characteristics such as race, religion, age, and income isDemographicSegmenting a marketing based on "rate of use" isBehavioristicSegmenting a market based on consumer interests isPsychographicTarget Markets that are identified correctly help advertisers do all of the following exceptRaise awareness of products by using mass marketing techniquesBehavioral Segmentation of customers is based onCustomer purchase behaviorDemographic Segmentation of customer is based onWhere the customer is located and the climateWhich of the following are true of CUSTOMER PROFILES?Break down a pool of customers to those who would likely purchase the product or servicePsychographic Segmentation of customer is based onValues, attitudes & personality of customerGeographic Segmentation of customer is based onWhere the customer is located and the climateWhich of the following is true of CUSTOMER PROFILES?Identify key factors that are common to their customersWhat is the purpose of the customer profileTo show a company where to spend advertising resourcesSegmenting based on customer purchase behaviorBehavioristicSegmenting based on measurable statisticsDemographicSegmenting based on attitudes & personalityPsychographicSegmenting based on location and the climateGeographicA step-by-step activity or behavior that must be followed is called___________ProcedureWhat is the most important thing to do while a customer is talking?ListenWhich of the following is a training method?All the answers are correctCustomer obstacles may be:All the answers are correctEvery customer service employee will face conflict such as:All the answers are correctStores, Malls, Kiosks, and gas stations are examples of ____________ __________.Retail SalesA set of step-by-step activities or behaviors that must be followed to perform a task correctly is:ProcedureProcedure which of the following are essential in creating a Win-Win service interaction?Maintain the relationship and follow-upA set of actions or principles that outline a business's interaction with customers is a:Company PolicyWhich of the following are essential in creating a Win-Win service interaction?Develop trust and connect with customerA declaration of an organization's core purpose and intent is aMission StatementWhich 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 SalesCustomer service that is done in a location where trained sales associates assist customers is:Retail SalesCustomer service that is done in a central location where telecommunications is the major method of service is:Call CentersThe process of developing customer satisfactionCustomer ServiceBuy large quantities and resell smaller quantitiesWholesale SalesAction or deed of value performed to satisfy a needService IndustryBusiness that sell smaller quantities of goodsRetail SalesInteraction with customer typically by phoneCall CentersWithout customers there are NoJobsA tool used by employers to assess a person's reasoning, thinking, performance and job success is:Personality ProfileWhat is the focus of the "Marketing Concept"The customerWhich one is not included in the Customer Service STARS:EnvironmentWhich one is included in the Customer Service STARS:ServiceWhich one is included in the Customer Service STARS:SalesEffective employees should believe in the following:ProductA tool used by employers to evaluate a person's attributes, values, life skills and employability is:Personality ProfileWhich of the following are components of a hiring plan?Outlines needed personnelWhich of the following are components of a hiring plan?Guide for the employment searchWhich of the following are components of a hiring plan?Identifies qualities of people neededWhich of the following is a need that the customer openly tells you about?Explicit NeedsConcerns that keep the customer guardedBarriersCustomer tells you what need they haveExplicit NeedsCustomer hints about what they wantHidden NeedsThe process of developing customer satisfactionCustomer ServiceThe focus of the business on needs and wantsMarketing Concept