“If you make it easier for the customer to do business with you, you by default become more operationally efficient.” is a core belief of?
What is Customer Centricity
100
This kind of motivational factor is only temporary.
What is Environmental
100
Building good customer rapport makes the customer value....?
What is "doing business with you and spread the good word about you"
100
Specialized form of customer service in which a “_______ _________ ” is charged with managing customer relationships and issues
What is Customer Advocate
100
Dwain is a little chicken and is very afraid of confrontation of Sanya. He trembles at the thought of having to speak up. If Dwain doesn't man up eventually, this will lead to Job _______.
What is Dissatisfaction.
200
Merck has decided to shift its focus to?
What are Top 50 Customers
200
What kind of motivational factor is more long term?
What is Intrinsic
200
You want to have good rapport with Kathy because she's awsome and you want to be a part of the "in" crowd, then one was to do so is by.....?
What is Show empathy
What is Put yourself in her shoes
what is Relate your own experience to hers
200
Rey would be a great Customer advocate, not just because he looks like Drake, but also because he can ..........?
What is Resolve problems identified by customers and implement procedure to solve and avoid future issues.
200
Dwain is bored and instead of doing the right thing he decides to start and argument with Rey about who is better looking. Even though Rey knows Dwain is wrong Rey must remember to ____ his ______ even though he can't control Dwain's.
What is Control his behavior
300
Different Customers have different levels of.....
What is Importance
300
This special dude identified the two kinds of motivational factors.
Who is Frederick Herzberg
300
Not all customers are ______ and ______ people!!
What is Kids and Old People
300
Customer Advocacy can be measured by......?
What is customer retention and satisfaction.
300
Someone lied to Rey's face and said he's only "average." Rey goes on a rampage and picks of fight with poor Dwain. Scared out of his mind Dwain must remember to _____ _______ if he wishes to diffuse the argument.
What is remain respectful
400
Solutions to problems will now be ______ focused.
What is Customer
400
Giving Rey a raise because he is the best looking man in the world is an example of an ______ factor.
What is environmental
400
The same way that Kathy's reputation as a rebel spreads like wildfire, if you have good rapport with customers they will.......
What is tell others about you and bring in new customers.
400
The customer concept may be applied to _____ to ______ relationships within Merck.
What is to suit to suit
400
Dwain is angry because he believes people in other suits are making mistakes that make Cell/Media's job harder. When in a meeting to discuss some issues he must remember to avoid the _____ ______ so the discussion doesn't get out of hand.
What is The Blame Game
500
The Goals and Needs of top customers must _____ with the products and services of the company.
What is Align
500
Giving Rey direct feedback and a sense of responsibility because you know he's a boss Rick Ross is an example of...?
What is Intrinsic Factors
500
One Virus Tech asks another, " Hey did you see that amazing human walking past just now"? The other replies, yes that's Kathy Harris, she works for Media and we are there______?
What is Customers
500
The Daily Double!!!!
WHO IS THE GREATEST, MOST UNBELIEVABLY HANDSOME, GENIUS, LAID BACK, DUDE WITH SWAGG THAT CAN'T BE TOUCHED?
Who is Rey
500
Dwain is very witty and always has a comeback to what the other person said. However, recently he has decided that ____ _____ will not help him and he wisely chooses to just let the other speak and take the time to listen instead.