Customer Relationships and Customer Service MCQ
Viewing a system as a group of subsystems begins the search for a problem at ____.
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Any of these starting points
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An installation checklist is ____.
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A planning tool for support specialists
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Dissatisfied clients are more likely than satisfied clients to ____.
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Contact the help desk repeatedly for assistance
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In customer service, many people do not always act the way you want them to. hence ____.
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Adaptability is crucial
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Self service is one form of the _______ approach.
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Customer participation
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_______ is accomplished when customer service meets or exceeds customer expectations.
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Creating value with customer service
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_______ have become a focal point for developing, monitoring, and improving customer service strategies.
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Customer contact centers
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_______ might be used as a way to reduce costs while improving customer service.
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Customer service outsourcing
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“Achieved through attention to reliability, recovery, fairness, and the wow-factor” describes _______.
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High-quality customer service
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Average key customer longevity is which performance metric?
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Key customer metrics
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The number of customers retained divided by the number of customers lost is which performance metric?
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Maintenance ratio
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The number of new customers generated divided by the program investment is which performance metric?
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Conversion efficiency
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Identifying profitable customers or neighborhood marketing pertains to which segment of the customer relationship process?
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Segment customers
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Generally, customer transaction data pertains to which segment of the customer relationship process?
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Collect customer information
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Warehousing and product delivery are activities that fallunder which category of customer service elements?
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Transaction elements
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Order status is an activity that fallsunder which category of customer service elements?
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Transaction elements
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Warranty and maintenance services are activities that fallunder which category of customer service elements?
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Post-transaction elements
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Customer service communication is an activity that falls under which category of customer service elements?
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Pre-transaction elements
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Customer service policies are activities that fall under which category of customer service elements?
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Pre-transaction elements
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Web-Based Customer Service is enabling information to be provided to customers about the company’s goods and services in the field.
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Virtual Call Center locating the organization’s call center agents anywhere, while the center is managed as a single entity.
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Viral Marketing direct online information sharing between the ______ .
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Company & customers
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Personalizing catalogues to appeal to individuals or very small market niche segments is known as ______ .
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Versioning
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The customer service elements occurring during the order cycle are known as _____ .
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Transaction Elements of Customer Service
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Telemarketing uses the telephone to identify potential new customers .
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Profitable customer yields a higher revenue stream than the company’s cost of attracting, selling, and servicing that customer.
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The customer service elements occurring within the firm prior to, or apart from, the sale of goods and services is known as ____ .
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Pre-Transaction Customer Service Elements
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The customer service elements occurring after the product or service has been sold is known as ______ .
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Post-Transaction Customer Service Elements
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Outsourcing Customer Service using a third-party customer service provider
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The time from initiation of the customer order until the product or service is delivered to the customer is known as ______.
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Order Cycle
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A type of segmentation that groups customers with similar needs, geographical locations, buying attitudes, or buying habits is known as ______ .
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Niche Segmentation
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Neighborhood Marketing identifying customers based on geography.
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Professionals who pose as customers to assess the customer service performance of employees is known as _____ .
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Mystery Shoppers
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Reviewing the firm’s current customer service measures, policies, and practices is known as ______ .
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Internal Customer Service Audit
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High quality customer service using the four basic service principles— _______and wow factor .
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All of these
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Happy-Productive Worker Hypothesis is overall job satisfaction is a critical link to employee performance and customer service performance.
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Assembled groups of customers giving their opinions regarding various proposed program initiatives is known as _____ .
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Focus Groups
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Spam-blockers incorrectly identify an email as spam and block it is known as ______ .
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False Positive Blocking
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Which service determines the firm’s current customer service performance and that of its competitors ?
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External Customer Service Audits
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A hard-copy marketing communication is sent to potential customers’ addresses.This statement is known as ______ .
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Direct Mail
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Customer service teams can consist of executives, department managers, design engineers, and other personnel.
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The design and delivery of high-value customer service activities is known as ______ .
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Customer Service Process
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Customer service pilot project enables management to assess the impact of an initiative on customer satisfaction, the real costs involved.
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Customer service failure occurs when any of the customer service activities is neglected or performed poorly.
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Creating and maintaining an emphasis on service quality, and adding a sense of formality to the firm’s customer service strategy is known as _____ .
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Customer Service Departments
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Customer Segmentation can design specific initiatives to satisfy the groups and provide personalized services to the most profitable groups.
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The infrastructure that motivates valuable customers to remain loyal and buy again is known as ______ .
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Customer Relationship Process
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________ refers to the active involvement of customers during service encounters.
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Customer Participation Approach
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Customer Loyalty Programs rewarding repeat customers with discounts, credits, cash, and prizes.
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Customer Loyalty Programs rewarding repeat customers with _________ .
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All of these
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The net present value of the customer’s lifetime projected profits is known as _______ .
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Customer Lifetime Value
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Customer Communities using company websites and _______ to facilitate communication or the exchange of ideas between customers and company personnel.
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Social networks
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Software applications used in managing customer relationships.This statement is related to ______ .
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CRM Applications
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Approach to Analytics is knowing what to do with all of the customer information available to the firm.
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