Final Exam

Due Sep 12 at 12:59am

Points 100

Questions 50

Available Sep 4 at 1am - Sep 12 at 12:59am 8 days

Time Limit 120 Minutes

LATEST

Attempt

Time

Score

Attempt 1

95 minutes

82 out of 100

Score for this quiz: 82 out of 100

Question 1
2 / 2 pts
The main goal of business is to:

increase market share.

increase the number of customers.

create partnerships with customers.

stay in the black.

Question 2
2 / 2 pts
A business will lose 1030% of its customers because of poor service in what time frame?
Correct!

Every year

Every four years

Every ten years

Over its lifetime

Question 3
0 / 2 pts
One of the main difficulties behind globalization and expansion across cultural and
geographic boundaries is:
Correct Answer

you cannot build relationships with people you dont understand.

language barriers are not as important as value barriers.

value and service are the same in any language.

all of the above

Question 4
2 / 2 pts
Customer loyalty is:

a measure of how satisfied a customer is.

driven by overall satisfaction.

a reflection on the overall customer service of a business.

all of the above

Question 5
2 / 2 pts
Two dimensions that define levels of customer relationships are service intimacy and ongoing
relationships.
Correct!

True

False

Question 6
2 / 2 pts
Among the issues of dealing with the baby boomer generation is the consideration that:

their buying habits are different from todays youth.

their values are different from their parents values.

they behave differently from their parents generation.

they buy the same items we all buy.

Question 7
2 / 2 pts
Behavior is:

the characteristics that define people.

what people do.

the non-verbal portion of commmunication.

all of the above.

Question 8
2 / 2 pts
Which phrases can inoculate against buyers remorse?

Youll feel good about this later.

Im sure youll get many hours of enjoyment out of this.

Just let the wife see it in place, then shell like it.

Wow! Now that is a good decision.

Question 9
2 / 2 pts
A smile originates in the:

brain and the mouth.

eyes and the cheeks.

eyes and the mouth.

brain and the eyes.

Question 10
2 / 2 pts
When it comes to customer interaction:
Correct!

it doesnt matter what customers do, so long as they begin to do something.

getting the customer to approach the product in the right frame of mind is the key.

Customers who are intending only to waste time in your business should be held at a distance.

employees should always wait for customers to initiate interaction as they become comfortable.

Question 11
2 / 2 pts
A companys culture is made up of:
Correct!

its behavior patterns.

the companys vision and mission statement.

the image the CEO wants to project.

whatever the board of directors says it is.

Question 12
0 / 2 pts
Excellent organizations are:

ordered by people who place a high emphasis on demeanor.

led by people who have the customers best interest at heart.

fun places to work.

staffed by people who project utmost professionalism.

Question 13

2 / 2 pts
Which of the following factors does NOT complicate the listening process?

Environmental

Interactional
Correct!

External

Internal

Question 14
2 / 2 pts
One example of an internal factor that complicates the listening process is

A quiet air conditioner in the room during a conversation.

Conversing with someone who speaks too quickly.

Overhearing an unknown foreign language.

Getting distracted by a television program during a conversation.

Question 15
0 / 2 pts
One example of self-centeredness is

Thinking the other person has a weird accent.

Looking for flaws in the other person.

Thinking you're better looking than the other person.

None of the above

Question 16
2 / 2 pts
Which of the following is a reason why we would NOT want to seek clarification in a conversation?

We don't want to take the time or expend the effort to make sure we understand.

We think we will sound misinformed.

We think we can figure the message out on our own, eventually.

All of the above are reasons.

Question 17
2 / 2 pts
In any conversation, much of what we communicate is
Correct!

Feelings, impressions, and emotions.

Unformed opinions.

Unrehearsed thoughts.

Facts.

Question 18
2 / 2 pts
Titles convey:

stuffiness.

pompousness.
Correct!

credibility.

uniqueness.

Question 19
2 / 2 pts
The key to holding interest in a conversation is:

using common words.

using big words.

Correct!

varying your voice.

sounding attractive.

Question 20
2 / 2 pts
The first step in handling an upset caller is to:
Correct!

understand why they are upset.

get them to calm down.

get them to tell you their needs.

remember that its not about you.

Question 21
2 / 2 pts
One problem with not seeing the person you are talking to is:
Correct!

you cant rely on non-verbal communication.

you cant see the persons eyes.

you dont know whether the person is serious.

none of the above

Question 22

2 / 2 pts
To end a call:

summarize the call and what has been decided.

speak in the past tense.

say thank you for calling.

all of the above.

Question 23
2 / 2 pts
The turnoffs listed in the text accounted for what percentage of customer turnoffs in the survey of
2,000 customer comments?

83%

75%

68%
Correct!

97%

Question 24
2 / 2 pts
What percentage of its customers will a company lose per year due to turnoffs?

415%

4060%
Correct!

1030%

2050%

Question 25
0 / 2 pts
One definition of customer satisfaction is:

lack of motivation.

nowhere else to go.

long-term buying commitment.

absence of dissatisfaction.

Question 26
2 / 2 pts
Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans
from

Another business

The Internet buying experience

The zone of indifference

None of the above

Question 27
2 / 2 pts
Communication turnoffs often occur when employees are ignorant of the:

store's policies.

customer's needs.
Correct!

messages they are sending.

company's mission statement.

Question 28
2 / 2 pts
Which of the following problems is NOT listed as a people turnoff?

Inappropriate behavior
Correct!

Lack of enthusiasm

Indifferent attitudes

Mechanical tone

Question 29
2 / 2 pts
Three particular areas of change are having significant impact on customer service and
loyalty: personalization, technology, and globalization.
Correct!

True

False

Question 30
2 / 2 pts
Market share or "share of the market" means the portion of:
Correct!

the market that a business commands.

customers spending that a business commands.

spending within an industry that a business commands.

none of the above

Question 31
2 / 2 pts
Which of the following is the most important aspect of customer service?

Presence

Human connectivity
Correct!

Communication

Automation

Question 32
2 / 2 pts
Customer share means the:

portion of the market that a business commands.

portion of a customers spending that a business commands.

portion of spending within an industry that a business commands.

none of the above

Question 33
2 / 2 pts
Females are estimated to account for what percentage of buying decisions?
Correct!

85%

69%

38%

15%

Question 34
2 / 2 pts
Todays workforce has:

more two-income families.

more single parents.

higher education.
Correct!

all of the above

Question 35
2 / 2 pts
Key changes in customer demographics include

increased globalization

aging population

increasing mobility
Correct!

all the above

Question 36
2 / 2 pts

The author argues that feedback can be seen as a form of ______________.

complaining

argument

unwanted input
Correct!

coaching

Question 37
2 / 2 pts
The time to gain insight from an unhappy customer is:

after they have had time to organize their thoughts.

at the time of the problem.

when they are no longer angry about the problem.

when they can clearly articulate their thoughts.

Question 38
0 / 2 pts
The most critical question you can ask your customer is:
You Answered

Are you satisfied with the product/service?

Will you return for future business?

What could we have done better?

Would you recommend us to a friend?

Question 39
0 / 2 pts
If customers fear a debate every time they voice a concern they will:

go someplace else.

quit working with you.

quit giving feedback.

all of the above

Question 40
2 / 2 pts
A quick response to a customers problem should convey your

commitment to quality.

desire to keep the customer.

happy attitude.
Correct!

willingness to fix it.

Question 41
2 / 2 pts
A business that is reluctant compliant will:

comply with the rules of customer service.

make a half-hearted effort at customer service.

be reluctant to assist customers.

require reluctant employees to comply with customer satisfaction measures.

Question 42
0 / 2 pts
To avoid the blanket tone you should:
Correct Answer

express ideas in terms of individual benefit.

vary your pitch and rate.

use words that convey emotion.

all of the above

Question 43
2 / 2 pts
Every persons primary motivation is:

pride.

money.

value.
Correct!

self-interest.

Question 44
0 / 2 pts
Deciding that the customer is always right is:
Correct Answer

less effective than deciding to always solve the problem.

the best way to keep customers loyal.

difficult to do, but important.

all of the above

Question 45
2 / 2 pts
What percentage of its customers will an average company lose every five years?

23%
Correct!

50%

75%

None of the above

Question 46
2 / 2 pts
Which of the following behaviors is NOT characteristic of aggressive people?

Setting themselves up for retaliation

Using carefully chosen words to avoid manipulation

Using emotionally charged terms for emphasis

Being superior

Question 47
2 / 2 pts
Assertiveness and abrasiveness are:

complementary.

identical.

similar.
Correct!

often confused.

Question 48
2 / 2 pts
A good strategy with an angry customer is to:

let them blow off steam until they calm down.

remember that they are no longer rational.

be supportive once they start listening.

all of the above.

Question 49
0 / 2 pts
One way to build customer loyalty is to:

use promotional giveaways.

provide exceptional perceptions of value.

use reverse attribution theory to create enhanced value.

all of the above

Question 50
2 / 2 pts
To enhance value through goodness of product fit:

make sure you have responded to customer comments and altered your product or service accordingly.
Correct!

think of customers as individuals, not demographic groups.

back up your product with a clear warranty so your customer will feel comfortable being able to fix a poor
fit.

think of ways to allow customers to customize your product or service.

Quiz Score: 82 out of 100