QuestionQuestion 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8)SmilingShaking hands with customersAsking often “how am I doing”?Asking customers to begin filling out paperworkQuestion 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8)Having a Halloween costume dayHaving employee casual dress daysMailing thank-you notesGreeting customers within 30 secondsQuestion 3.3. (TCO 2) Which of these can be a value turnoff for customers? (Points : 8)Price too high for quality receivedSloppy appearance, poor grooming, or annoying mannerismsBusiness place dirty, messy, or clutteredInconvenient location, layout, parking, or accessQuestion 4.4. (TCO 2) Which of these can be a people turnoff for customers? (Points : 8)Overly complicated or difficult to use productsLow selection or poor availability of productBusiness place dirty, messy, or clutteredEmployees who lack knowledge or who are not helpfulQuestion 5.5. (TCO 3) Which of the following is true about listening to customers? (Points : 8)You should only listen for facts, never emotion.You should fake paying attention when you can’t afford to pay it.Communication problems can arise from information overload.Internal, environmental, and interactional elements never form barriers.Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference? (Points : 8)They are motivated.They are not loyal customers.They are not inert.They are dissatisfied.Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior? (Points : 8)Commenting on a customer’s bad clothingThanking a customer for their purchaseJudging another customer’s rude interaction styleConcluding a sale with “There you go.”Question 8.8. (TCO 6) How can you let customers know that you are listening? (Points : 8)By interrupting themBy paraphrasing and asking for clarificationBy staring at themUsing body language such as physical distanceQuestion 9.9. (TCO 7) Which of these is an example of true listening? (Points : 8)Always having a script ready to respond to any situation.Pausing to hear the whole story before offering a solution.Nodding your head so that the customer thinks you are paying attention.Interrupting the customer to help them finish their thoughts.Question 10.10. (TCO 7) How does true listening help customer relations create business value? (Points : 8)It reduces the amount of office supplies required.It can help rescue lost customers and turn them back into loyal ones.It decreases numbers of managers needed for customer service.It allows companies to sell defective products more often.Question 11.11. (TCO 8) Which of these is not a function of call centers? (Points : 8)Sending customers invoicesHandling inbound callsHandling outbound callsResponding to billing concernsQuestion 12.12. (TCO 8) Which is true of angry customers on the phone? (Points : 8)Never let them know you are listening.Interrupting them makes them angrier.You shouldn’t empathize with them.They don’t want positive solutions.Question 13.13. (TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”? (Points : 8)High premiums for seasonal goods or popular optionsExceeding customers’ expectations and building relationshipsSpecial offers only available to new customersExtra charges for services that should be included in the priceQuestion 14.14. (TCO 9) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8)They are helplessThey are a new customerThey are not valuedThey are not importantQuestion 15.15. (TCO 10) When dealing with an upset customer, how should you view the situation? (Points : 8)You should be objective.You should take it personally.You should give the customer everything they ask for.You should always tell them “no.”Question 16.16. (TCO 11) What is the customer life cycle called for recovered customers? (Points : 8)A second life cycleA recovery runA prospect phaseAn unlost transomQuestion 17.17. (TCO 11) What percentage of customers who have a negative experience tell others about it? (Points : 8)79%78%77%76%Question 18.18. (TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict? (Points : 8)Work hard at soliciting comments.Listen carefully to be sure that you understand the complete problem.Listen respectfully and question them carefully.Remain unfailingly objective and use data.Question 19.19. (TCO 13) Which type of software can track individual customers across their life cycles? (Points : 8)CXMCRMSaaSVirtual dashboardQuestion 20.20. (TCO 13) Which of these should you avoid on your company’s website? (Points : 8)SarcasmSimplicityClarityConsistencyPage 2Question 1. 1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on who earns frequent flyer rewards, and how many of them are actually redeemed. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? (Points : 30)Question 2. 2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)Question 3. 3. (TCO 4) Explain how you would exceed customer expectations by convenience and timing. In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? (Points : 30)
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