Question 1.1.(TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8) Offering a product flyer information packet video or sample Asking often “how am I doing”? Making frequent eye contact SmilingQuestion 2.2.(TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8) Wearing proper attire Having employee casual dress days Making frequent eye contact Sending advanced notice of upcoming salesQuestion 3.3.(TCO 2) Which of these can be a value turnoff for customers? (Points : 8) Price too high for quality received Sloppy appearance poor grooming or annoying mannerisms Business place dirty messy or cluttered Inconvenient 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 products Low selection or poor availability of product Business place dirty messy or cluttered Employees who lack knowledge or who are not helpfulQuestion 5.5.(TCO 3) Which of the following is true about listening to customers? (Points : 8) Listeners never stop listening for self-protection reasons. You just have to hear the sounds that customers make and nod. You should solicit clarification as required while listening. Communication problems never arise from information overload.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 loyal customers. They are not inert. They are satisfied.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) Being judgmental about other customers’ appearance Praising the features of the product the customer bought Complaining about your last customer’s behavior Concluding a sale without properly thanking a customerQuestion 8.8.(TCO 6) What does paraphrasing mean? (Points : 8) Restating what the customer said in your own words Using physical touch to gain trust Pitch tone of voice and rate of speech Asking customers to not return items on saleQuestion 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) What is the value of true listening for customer relations? (Points : 8) It helps prevent dissatisfaction in customers. It decreases the amount of time in call centers. It reduces employee turnover. It decreases the number of returns accepted.Question 11.11.(TCO 8) Which of these is not a function of call centers? (Points : 8) Pitching products Handling inbound calls Responding to billing concerns Organizing management meetingsQuestion 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 options Exceeding customers’ expectations and building relationships Special offers only available to new customers Extra charges for services that should be included in the priceQuestion 14.14.(TCO 10) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8) They are helpless They are not valued It just isn’t fair Buyer’s remorseQuestion 15.15.(TCO 10) When dealing with an upset customer how should you view the situation? (Points : 8) You should take it personally. You should give the customer everything they ask for. You should never tell them “no.” You should try to understand their point of view.Question 16.16.(TCO 11) What is a firm’s likelihood of selling to a lost customer? (Points : 8) 5-10% 10-30% 20-40% 35-50%Question 17.17.(TCO 11) What percentage of customers indicate that word of mouth influences their purchasing decision? (Points : 8) 79% 78% 77% 76%Question 18.18.(TCO 12) If you had an issue with a “rip-off” 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) CXM CRM SaaS Virtual dashboardQuestion 20.20.(TCO 13) Which of these should you avoid on your company’s website? (Points : 8) Sarcasm Simplicity Clarity Consistency1.(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 very upset. 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 creating value. How does perceived value differ from actual value? What are the costs of diminished perceptions of customer value? 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)
