Question

QUESTION 1

Jennell the car sales rep asks, "What style, size and features are you looking for?" This is an ____________

Information gathering technique called an open ended question

Information gathering technique called a closed ended question

an information gathering technique called an objection

None of the above
2 points
QUESTION 2
Older workers are staying in the workforce longer and some take lower paid service jobs for supplimental income
True
False
2 points
QUESTION 3

Sometimes our service to our customer is poor because we have to rely on others inside our organization who do not understand great service
True
False
3 points
QUESTION 4

Visual imaging, telecommuting and other collaborative tools are useful to maintain instant internal and external customer service. However, these tools do not always lead to positive results for every company and some have moved their employees back to an office
True
False
3 points
QUESTION 5

When a complaint comes in, we should try to empathize with the customer
True
False
2 points
QUESTION 6
Most communication is non-verbal
True
False
2 points
QUESTION 7

What are customer expects from us, our capabilities, cost, our competitors ability are all methods we should use to determine our level of customer service
True
False
3 points
QUESTION 8

Match the example to the appropriate term

Number of customers served, survey cards, feedback surveys

Commissions, bonuses, incentives and awards for high sales and high service levels

Louie is an expert Basketball shooting trainer. He is teaching Pauly how to be a shooting trainer. Louie is Pauly's ____

________ should give you the necessary tools and knowledge to accomplish an organizations service expectations.

Easy to use, understandable, easy problem resolutions are part of a ___

How we efficiently and effectively get our products and services to our customers

The sales rep restates the order to the customer to insure they are both in agreement.


Appearance of the store, clutter, poorly groomed staff, offensive items are negative __
A.
Service Measurement Techniques
B.
Compensation
C.
Mentor
D.
Training
E.
Customer Fiendly system
F.
Service Delivery System
G.
Paraphrasing
H.
Environmental clues
16 points
QUESTION 9

Sally cannot work on Friday nights because of her religion. However, it is the busiest night of the week for Mallorie's Bar and Grill. Sally is the best manager in the Bar. This would best be described as conflicting values and beliefs.
True
False
3 points
QUESTION 10
Basic courteesy such as please and thank you can increase customer relationships
True
False
2 points
QUESTION 11

"Are you mad at me? You are not looking at me when you talk." This is an example of cluster behaviorC
True
False
2 points
QUESTION 12

Acme meats from Iowa is closing their packaging department and ___________ it to Joe's Warehouse in Kentucky

Outsourcing

Offshoring

Downsizing

None of the above
3 points
QUESTION 13
In some cultures it is offensive to extend a hand to a woman
True
False
3 points
QUESTION 14
Which answer is customer centered language
I'll get to you after this call
Let me set this aside and help you
I can meet with you tomorrow

I don't have authority to do that
2 points
QUESTION 15

The ultimate goal of customer relationships is ___

Focused marketing

Customer loyalty

Service excellence

None of the above
3 points
QUESTION 16
These are used to assist employees with customer service
Policies and procedures

Training
Reviews

Web classes
3 points
QUESTION 17
Never paraphrase a customers request, do not let them know you are unsure.
True
False
2 points
QUESTION 18

Which is not an example of customer service

The drive through at Taco Bell

getting information from a website
Talking to a bank rep about a loan
All are customer service
2 points
QUESTION 19

Service requirements can be different country to country, city to city, because of differing social values. However, companies do not change the way they service based on these differing values.
True
False
3 points
QUESTION 20

With Technology, the trend is more on line, local purchases of products and services
True
False
2 points
QUESTION 21
Which is a way to collect customer service data
RUMBA
Mystery shopper
Team meetings
All of the above
2 points
QUESTION 22

Bob is working from his car and from home using his hand held PDA. What potenial positive actions could come from this?

More time for Bob's personal life

Corporate needs less office space

More comfortable furniture

Both A and B
2 points
QUESTION 23
Which is not a negative nonverbal communication behavior
yawning
wide eyes
pointing a finger
disorganization, clutter
3 points
QUESTION 24
We need to service our fellow workers, who depend on our work, at the same quality of service as our outside customers
True
False
2 points
QUESTION 25

Smiling is a way to listen actively and show you care
True
False
2 points
QUESTION 26

Women do not understand the intricacies of football since they never played at a high level! This is an example of a Bias
True
False
2 points
QUESTION 27

Superstores are popular because of discount prices but they do not help with the time component of Service
True
False
3 points
QUESTION 28

Sally expects her employees to be well groomed, punctual and to use proper English, in her upscale seafood resturant called GEE, GEE, FOO, FoO's! She refuses to hire people with elaborate visible tatoos and/or piercings. She has developed a(n) ___________ for her resturant.

Delivery system culture

Organizational Culture

External customer focus

Specialty culture
3 points
QUESTION 29
Aggressive customers need to be dealt with by focusing on the individual, not the issue
True
False
3 points
QUESTION 30

Sewing wool socks from your front porch for sale or barter was considered a cottage industry in the early days of customer service
True
False
2 points
QUESTION 31

Businesses, unlike government agencies, must continue to improve their service levels or face losing customers and going bankrupt.
True
False
3 points
QUESTION 32
Listening and hearing others points of view includes having empathy and patience
True
False
3 points
QUESTION 33

Your employee handbook states: You will spend at least 30 seconds discussing our product options with every customer, This is an example of ________

RUMBA

Employee roles and expectations

Employee maintenance

ZOOMBA
2 points
QUESTION 34
Open ended questions are a good way to gather information
True
False
3 points
QUESTION 35

Granny's new bike tire split apart at the middle seam after only 3 days of use. The bike shop brought the bike in, replaced the tire, and gave Granny a new bell and basket. This is an example of _________

Congruence

Service application

Service recovery

Answer 1

1.

A

It is an open ended question, because each respondent will give different answers, giving different type of information to Jennell.

=====

2.

True

Older workforce capitalize on the opportunity to work longer and stay in the workforce even if they get it at a lower compensation.

=====

3.

True

Service delivery is an outcome that is dependent upon many people. If some of them, do not understand quality of services and its needs, then it creates poor service.

====

5.

True

It is important to understand the customers when they come with the complaints. It can help company understands the issues faced by the customers and improve its own service delivery process.

====

6.

True

Approx. 90% of the communication is non-verbal in nature.

Pl. repost other unanswered questions for their proper answers!