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