Multiple choice questions:
1. Question : Excellent organizations are:
Student Answer: staffed by people who project utmost professionalism.
led by people who have the customer's best interest at heart.
fun places to work.
ordered by people who place a high emphasis on demeanor.
2. Question : The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.
Student Answer: engagement through emotional attachment
satisfaction
commitment to buy again
none of the above
3. Question : You can gain loyal online customers through a lack of competition if:
Student Answer: your website has a unique slant on your industry.
you effectively use FAQs and searchable knowledge databases.
both A and B
neither A nor B
4. Question : (TCO 10) Customer dissatisfaction with a firm's phone call handling stems from:
Student Answer: inability of employees to use the features of telephone and voice mail systems.
shortcomings in treating customers with the highest degree of courtesy.
both A and B
neither A nor B
5. Question : (TCO 3) A smile originates in the:
6. Question : (TCO 4) What percent of shopping decisions are made at the point of purchase?
7. Question : (TCO 1) A business will lose 10-30% of its customers in what time frame?
8. Question : (TCO 8) Behavior is:
9. Question : (TCO 6) Which of the following reasons is NOT a reason for not seeking clarification in a conversation?
Comments:
10. Question : (TCO 7) Which of the following suggestions is NOT part of the minimum requirements for listening?
11. Question : (TCO 8) To end a call:
12. Question : (TCO 7) When it comes to listening versus speaking:
13. Question : (TCO 6) Changing channels does NOT stem from:
14. Question : (TCO 6) Calling yourself Mr. or Ms. may give the impression that you are:
15. Question : (TCO 13) Many customers get their first impression of your company from:
16. Question : (TCO 13) Customers expect a page to load in less than:
17. Question : (TCO 13) Click-path refers to
Student Answer: how you can measure the reponse time when a customer clicks on your site.
how many times a customer has clicked on your site and where the customer visited.
a record of all the sites/URLs the customer clicked to get to your site.
whether or not your site has more than one place for a customer to click on your site.
18. Question : (TCO 6) The first step in handling an upset caller is to ________.
1. Question : (TCO 1, 4) Define what the word "customer" means in the context of this chapter and discuss the two different kinds of customers that every business has.
2. Question : (TCO 7, 8) What are the three "I"s of eye communication, and how do you see each used in a typical face-to-face sales encounter?
3. Question : (TCO 8) What is meant by appropriate dress and grooming for the workplace?