Reference no: EM131068941
Question 1. If you lose one customer who spends $50 per month, what is the net loss over a decade?
Question 2. What is one of the benefits of treating customers fairly to generate customer loyalty?
- They will always refer 15 people to you.
- It will generate positive feelings.
- They will always put up positive reviews online.
- It will generate a sense of accomplishment.
Question 3. Which of these core customer service competencies requires an ability to listen to the customer and assess their situation?
- Ability to communicate effectively
- Acceptance of ownership
- Ability to manage knowledge
- Ability to use empowerment
Question 4. Which of these is not true of electronic customer service via websites?
- Electronic customer service can produce frustrated customers.
- Electronic customer service can completely replace phone calls.
- Your company can end up with a failed website.
- Installing an electronic customer service solution can be costly.
Question 5. Which one of these is not regarded as a potential turnoff to customers?
- Merchandise prices not marked; price check required
- Having to wait too long
- Dirty facilities, particularly restrooms
- Product bundling
Question 6. Which of the following is not a best practice for phone conversations?
- Address people with courtesy titles
- Keep your conversation businesslike
- Keep your conversation tactful
- Always try to sell the customer an upgrade
Question 7. Which of these company behaviors can prevent receiving customer feedback entirely?
- Having a minimum phone conversation time
- Mailing thank-you notes
- Having a "no complaints" policy
- Creating a recognition culture in your company
Question 8. What is it called when people pretend to be listening, but aren't really paying attention?
- Being a wide asleep listener
- Being a fake friend
- Being in the no-attention zone
- Being an active-automatic listener
Question 9. Which of these is not a nonverbal cue that can help with active listening?
- Appearing concerned
- Maintaining good eye contact
- Nodding
- Asking for clarification
Question 10. What does the concept of service recovery mean?
- Problem situations can be prevented entirely
- Customer loyalty is destroyed by any problem, even if resolved
- Customers can perform services for your business in exchange for goods
- Acknowledging and addressing complaints helps create loyalty
|
Discuss the concepts of relevant costs and incremental costs
: The concept of "Cost-Benefit" permeates smart decision making and accounting principles. Discuss the concepts of relevant costs and incremental costs. How do they relate? Provide examples.
|
|
Questions to make decision about a business idea
: Use the following questions to make decision about a business idea of your choice. Be sure to write out your answers...to remember your decisions and build on them.
|
|
The van have to be kept to justify conversion
: The conversion costs $2000. The Roi is 15%. The cost for cng unit equivalent to one gallon of gas is $.8 while the regular gasoline cost $1.2 per gallon. The fuel mileage of 10 miles per gallon is the same for natural gas. The mileage per year for th..
|
|
Demonstrate return on the investment
: When you anticipate that the facility will demonstrate a return on the investment. Need to see the formula for the ROI and how long will it take for the ROI to be realized.
|
|
Generate customer loyalty
: Question 1. If you lose one customer who spends $50 per month, what is the net loss over a decade? Question 2. What is one of the benefits of treating customers fairly to generate customer loyalty?
|
|
Analyze the project team using jung theory
: Describe the leadership style that Lieutenant Colonel Yaron exhibited as the commander of a battalion for theevacuation operation. Provide three (3) examples of his leadership actions and behavior. Discuss the pros and cons in each example you des..
|
|
Subjected to the largest civil penalty ever levied
: Question 1. Which of the following was subjected to the largest civil penalty ever levied by the FTC as of August 2012 for privacy violations?
|
|
What will be his consumption next year
: Mr. Smith has an income of $40,000 this year and $60,000 next year. He can invest in a project that costs $30,000 this year, which generates an income of $36,000 next year. The market interest rate is 10%. What will be his consumption next year if Mr..
|
|
Discuss the benefits provided by network modeling
: Discuss the benefits provided by network modeling
|