1
In customer service, relationships with customers are built on _____ the characteristics of others.
A.destroying
B.accepting
C.neutralizing
D.rejecting
accepting
Which of the following examples could lead to a service breakdown?
A.Room service food was delivered at the appropriate time and temperature
B.A manager prepares a report ready for distribution, on time
C.A hotel room that is not ready past the stated check-in time
D.The delivery of needed parts, ordered by a manufacturer, arrives on time
A hotel room that is not ready past the stated check-in time
Which of the following strategies should be adopted to effectively handle customers having expectations of privacy?
A.
Adopt a gregarious attitude to make the customer feel comfortable.
B.Avoid controversial topics that might be emotional hot buttons or sensitive.
C.Give in to every whim and request of the customer.
D.Avoid talking about any interpersonal topic like the weather or traffic.
Avoid controversial topics that might be emotional hot buttons or sensitive.
_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.
A.Internet telephony
B.Interactive kiosks
C.Instant messaging
D.Media blending
Instant messaging
Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?
A.Address customers using their first name irrespective of their consent.
B.Always ask open-end questions to clarify or verify information.
C.Always answer a phone call by the third or fourth ring.
D.Multi-task while attending to customers on the telephone in order to save time.
Always answer a phone call by the third or fourth ring.
The psychiatrist who did much research related to behavioral styles in the early 20th century is ____.
A.Andrea Jung
B.Carl Jung
C.George Boerec
D.Lovie Jung
Carl Jung
Who among the following may be described as a difficult customer?
A.A customer who is less expressive and aware of the product or service
B.A customer who is difficult to deceive
C.A customer who is dissatisfied with the service or product
D.A customer who is rarely intimidating and difficult to convince
A customer who is dissatisfied with the service or product
A(n) _____ focuses on the need for service providers to build strong bonds with customers.
A.individualistic relationship
B.interpersonal relationship
C.monochronic relationship
D.polychromic relationship
interpersonal relationship
A(n) _____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.
A.electronic mail
B.screen pop-up
C.facsimile system
D.interactive kiosk
interactive kiosk
_____ conducted by greeters, hosts, or hostesses as customers leave a facility.
A.Customer survey
B.Exit interviews
C.Follow-up telephone surveys
D.Shopper surveys
Exit interviews
Which of the following is a preference attributed to the rational style?
A.Talking more and observing less when in groups
B.Dislike being on a first-name basis with others
C.Avoiding anger and conflict
D.Having formal office spaces
Avoiding anger and conflict
Which of the following is a good strategy for effectively handling demanding customers?
A.Accommodate every wish of the customer
B.Avoid addressing the customer using his or her name
C.Retaliate verbally when the customer becomes unreasonable
D.Be professional and respect the customer
Be professional and respect the customer
Which of the following strategies should be adopted to build strong interpersonal relationships?
A.Assume a quicker familiarity with people from different cultures.
B.Present gifts to persuade various people in the organization that you are a friend of.
C.Spend time in conversations strictly pertaining to business concerns or topics.
D.Sharing information about the organization should be avoided for privacy concerns.
Present gifts to persuade various people in the organization that you are a friend of.
_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.
A.Robocalling
B.Blogging
C.Spamming
D.Media blending
Robocalling
Which of the following is a poor example of fostering solid customer relationships?
A.Waiver of transaction charges charged by financial institutions.
B.Complementary air and water for vehicles at gas stations.
C.Complementary Wi-fi internet access to customers in a hotel.
D.Restocking fees charged by online retailers for returned items.
Restocking fees charged by online retailers for returned items.
_____ style is one of the behavioral groups characterized by being introverted and task focused.
A.Rational
B.Decisive
C.Inquisitive
D.Expressive
Inquisitive
People who have difficulty making a decision or making a selection when given choices of products or services are:
A.domineering customers.
B.indecisive customers.
C.dissatisfied customers.
D.inconsiderate customers.
indecisive customers.
Which of the following statements best define gender roles?
A.They refer to long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures.
B.They refer to perceptions or assumptions that individuals or cultures maintain.
C.They refer to behaviors attributed to or assigned by societal norms.
D.They refer to perceptions based on past experiences, memories, and interpretations and influence how people act and interact with certain individuals or groups.
They refer to behaviors attributed to or assigned by societal norms.
_____ allows a system to recognize keywords or phrases from a caller.
A.Speech recognition
B.Screen pop-up
C.Voice over Internet Protocol
D.Digital display
Speech recognition
Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?
A.strategic
B.transactional
C.direct
D.tactical
transactional
People whose preferences are the inquisitive style:
A.communicate informally.
B.like to be on a first-name basis.
C.like to be with people even in leisure activities.
D.use cool and brief handshakes, often without a smile.
use cool and brief handshakes, often without a smile.
Which of the following tactics can be pursued to effectively handle dissatisfied or angry customers?
A.Be positive and negotiate a solution
B.Listen passively to the customer's grievances
C.Have an argument prepared as a defense mechanism
D.Reassure the customers through false promises
Be positive and negotiate a solution
_____ are groups in which members are separate from their group and are responsible for their destiny.
A.Collectivist cultures
B.Individualistic cultures
C.Ethnocentric culture
D.Polycentric cultures
Individualistic cultures
Which of the following is the first step in the planning process model?
A.Evaluate the situation
B.Examine the situation
C.Identify alternatives
D.Set a goal
Set a goal