In a Diverse World #2
Via Technology #2
Encouraging Customer Loyalty #2
Key words 1
Key words 2
100
It refers to the way that cultures view propriety of dress and conduct.
Which of the following best defines modesty?
100
Blogs
___ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.
100
It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.
This is a true statement of customer relationship management.
100
A term applied to anyone born between 1946 and 1964.
What is baby boomer?
100
Term used to describe a service provider trained and assigned to assist customer with questions, problems or suggestions.
What is help desk?
200
Avoid controversial topics that might be emotional hot buttons or sensitive.
What strategy should be adopted to effectively handle customers having expectations of privacy?
200
It frees them from mundane tasts.
What benefit does technology bring to employees?
200
Tactical
What category of partners include organizations that are intricately meshed with another company's internal operations?
200
Refers primarily to people with a heritage based in Mexico.
What is Chicano culture?
200
Focuses on the need for service providers to build strong bonds with customers.
What is interpersonal relationship?
300
Interpersonal relationship
A(n) ___ focuses on the need for service providers to build strong bonds with customers.
300
It increases the risk of reassignment or dismissal.
What is the disadvantage of technology that negatively impacts an employee?
300
It's nice to see you this morning.
A statement that is appropriate to use when you want to show appreciation?
300
Descriptive phrase that refers to anyone with a physical or mental disability.
What is customers with disabilities?
300
The belief that personal information provided to an organization will be safeguarded against inappropriate or unauthorized use or dissemination.
What is expectations of privacy?
400
He must always sport a smile on his face whenever appropriate.
Tom, a sales executive at Gadgizmo, an electronics store attends to a Japanese customer who wishes to purchase a laptop. While attending to the customer, what strategy should Tom adopt?
400
Keep your outgoing message current.
What strategy should be adopted to effectively use a voice mail?
400
An employee who reports a theft carried out by another employee.
What is an example of ethical behavior?
400
Software that can process information and perform various tasks on smartphones, tablets or electronic devices, and computers using internet wireless and wired connections.
What is applications (apps)?
400
System used to transmit messages around the internet.
What is electronic mail?
500
Refers to people who were born in Mexico, Puerto Rico, Cuba, or Central or South America
What is Hispanic Culture?
500
A voice recognition computer mechanism that queries survey respondents with questions and stores their responses. Depending upon answers received, the system can branch and follow scripted prompts.
What is automated computer telephone interviews?
500
A set of standards, often developed by employers, that guide the conduct of all employees.
What is code of ethics?
500
The process of a customer switching between products or companies, often simply to get a better price, rebate, or warranty.
What is churn?
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