Reference no: EM132295638

Customer Service

Test (Chapter 6 - 10)

Multiple Choice Questions

1) ____ The Regional Sales Manager of a medical device company is an assertive person who proactively engages in confrontational dialogue during sales meetings of his company. Being a forceful businessman, he prefers firm handshakes in his interactions and is inclined to project a confident, arrogant demeanor. He is most likely to prefer what personality style:
a. Inquisitive
b. Rational
c. Expressive
d. Decisive

2) ____ An individual who favors solitary leisure activities over people-oriented activities is most likely to adopt what personality style:
a. Decisive
b. Expressive
c. Inquisitive
d. Rational

3) ____ People who adopt the inquisitive style differ from people who adopt the expressive style in that the former tends to be more like which of the following:
a. Volunteers feelings freely
b. Be very punctual and time conscious
c. Enjoys engaging individuals in person
d. Prefers informality and closeness in interactions

4) ____ A customer approaches a salesperson to discuss details of a product he is interested in. Given her preference for the expressive style, which of the following would the customer likely be interested in:
a. The bottom line of using the product
b. Instructions that discuss the use of the product
c. Questions related to rebates and other technical information
d. The color and sizes that the product is available in

5) ____ A good way to establish good relationships with an internal customer is to:
a. Tell your co-worker about all your work and family challenges
b. Wear strong fragrances to make sure you get noticed
c. Stay connected by stopping by their work area periodically
d. Forward your calls to him/her when you are away from your desk

6) ____ One strategy for dealing with talkative customers is to:
a. Ignore all the other customers while listening to them
b. Roll your eyes and look away
c. Direct them to your co-workers
d. Used closed-end questions to guide the conversation

7) ____ Which of the following is the last step of the problem solving model:
a. Evaluate the alternatives
b. Identify the alternatives
c. Monitor the results
d. Make a decision

8) ____ The Customer Experience Representative is confronted by an upset customers and uses a problem solving model to address the issue. She first identified the problem. The next step she should take is:
a. Monitor the results
b. Identify the alternatives
c. Make a decision
d. Evaluate the alternatives

9) ____ The last step of the service recover process is:
a. Show compassion
b. Conduct a follow up
c. Take further action
d. Apologize another time

10) ____ Which of the following statements is an example of an individualistic culture:
a. A country that provides all of it citizens with complete healthcare
b. A native tribe whose members pursue personal goals over the tribe's
c. An ethnic group that runs all its decisions through a communal decision-making process to gain consensus
d. A family business when all the business decisions that are make are to benefit the company profitability only

11) ____ Characteristics, values, beliefs, and factors that make people different but similar:
a. Meritocracy
b. Culturalization
c. Diversity
d. Precarity

12) ____ The practice of transferring a call without announcing the call is:
a. Robocall
b. Automatic call distribution
c. Instant messaging
d. Blind transfer

13) ____ The tool businesses use to share information, connect with customers, and keep their name and products in front of millions of people is:
a. Emoticon use
b. Media blending and streaming
c. Social media
d. Call waiting and product advertising while on hold

14) ____ Computer terminals with screen displays installed in various areas of showrooms where customers can access production information and complete various transactions, are likely called:
a. Automated attendants
b. Predictive intelligence systems
c. Interactive kiosks
d. Customer touch points

15) ____ The technology that allow for remote storage of user data which can be accessed through a web browser using a module application on the user's mobile devise is:
a. Internet telephony
b. Media blending
c. Cloud computing
d. Computer telephone integration

16) ____ The tool businesses use to share information, connect with customers, and keep their name and products in front of millions of people is:
a. Emoticon use
b. Media blending and streaming
c. Social media
d. Call waiting and product advertising while on hold

17) ____ The Hostess at a fine restaurant completes the electronic transaction and asks about the customer's meal and dining experience as part of:
a. Automated survey
b. Exit interview
c. Service contact survey
d. Call waiting and product advertising while on hold

18) ____ The Office Manager wants to create a contingency plan for the office and has identified the goal(s) the plan needs to accomplish. The next step she should take to further her plan is to:
a. Create an implementation plan
b. Examine and evaluate the situation
c. Identify alternative options
d. Select the best alternatives from existing options

19) ____ The goal of customer relationship management is to:
a. Utilize the CRM software to its fullest
b. Make new friends
c. Acquire, retain and satisfy customers
d. Keep the staff busy to minimize idle time

20) ____ Delivering exceptional customer/guest/patient experiences in today's business environment:
a. Goes beyond the normal to make the individual feel special and valued
b. Is increasingly expected in today's competitive environment where others options and providers exist
c. Should be out of the ordinary and aimed to build loyalty and repeat business
d. All of the above

True/False

1) ____ Some behavioral styles are better than others.
a. True
b. False

2) ____ It's helpful to assess an individual's behavioral style and tailor your communication accordingly.
a. True
b. False

3) ____ Customer expectations do not impact how service is delivered.
a. True
b. False

4) ____ Demanding customers often act in domineering ways because they are self-confident.
a. True
b. False

5) ____ If the demands of an angry customer cannot be met, it's helpful to negotiate an alternative solution.
a. True
b. False

6) ____ Competency in communication can eliminate the need for service recovery.
a. True
b. False

7) ____ An upset customer is typically annoyed with a specific person rather than the organization or system.
a. True
b. False

8) ____ Values are the "rules" that people use to evaluate situations, make decisions, interact with others, and deal with conflict.
a. True
b. False

9) ____ When a customer has a disability, the disability should be de-emphasized by thinking of the person first and the disability second.
a. True
b. False

10) ____ Because of the cost of technology, small businesses cannot effectively benefit from its use as a customer service tool.
a. True
b. False

11) ____ To ensure accurate communication has taken place, you should summarize key points at the end of a telephone conversation.
a. True
b. False

12) ____ E-commerce is a term that means that the commerce of the United States is in excellent condition.
a. True
b. False

13) ____ As customers develop long-term relationship with a company, they become more tolerant of poor service.
a. True
b. False

14) ____ An important step often overlooked in dealing with a customer is the follow up.
a. True
b. False

15) ____ Trust is not a major concern for most customers.
a. True
b. False

Two Essay Questions

Building and Maintaining Customer Relationships

Chapter 6 Customer Service and Behavior

Chapter 7 Service Breakdowns and Service Recovery

Chapter 8 Customer Service in a Diverse World

Chapter 9 Customer Service via Technology

Chapter 10 Encouraging Customer Loyalty

During our class time together we have broadly focused on shifting the mindset from a traditional lens of customer services to one of showcasing exceptional customer experiences.Given that context, our last five chapters involved essential discussion to building and maintaining customer relationships. You role now is to focus on (1) an exceptional customer experience you have enjoyed and (2) an exceptional negative experience that you were party to.

(Part A of your examples) In both cases use the Situation - Action - Results formula to summarize your example and experience. Be clear and provide enough details that the reader can visualize your experience and outcomes.

(Part B of your examples) Now that you have identified the experiences, use the elements discussed in chapters 6 - 10 to critique what went right (for your exceptional experience) and what went wrong (for your exceptionally bad or negative experience). Remember -you are the customer experience expert and your discussion should be detailed enough for the reader to appreciate your depth of knowledge and meaningful critique.