First123Last
1 of 17 pages
  1. A
    Not important – Customers only know what they experience and can not compare the service they get with that offered to others.

    B
    Very important – Customers expect a consistent level of service when dealing with a company.

    C
    Important only for large companies, not for small ones

    D
    Important only for small firms since they rely on customer referrals

    Explanation: Not available 

    1. Twitter
    2. Google+
  2. A
    Yell back at them

    B
    Not respond and hang up

    C
    Sound anxious

    D
    Keep a calm, lower tone to calm the customer down

    Explanation: Not available 

    1. Twitter
    2. Google+
  3. A
    Reporting customer data to government agencies

    B
    A customer filling in a profile online

    C
    Using customer data to determine an overall company marketing campaign

    D
    Using a series of data points to place customers into groups and tailoring their experience with your company

    Explanation: Not available 

    1. Twitter
    2. Google+
  4. A
    Premium pricing

    B
    Experienced management

    C
    Friendly customer service

    D
    Growing financial performance

    Explanation: Not available 

    1. Twitter
    2. Google+
  5. A
    The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.

    B
    The firm should always take the blame and learn from it.

    C
    The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.

    D
    They can later put the blame on a third party.

    Explanation: Not available 

    1. Twitter
    2. Google+
  6. A
    Ask for lots of details so the customer can be catered to in the future.

    B
    Try to sell customers additional products and services unsolicited.

    C
    Place ads on the order page for additional products.

    D
    Only ask for information necessary to process the order.

    Explanation: Not available 

    1. Twitter
    2. Google+
  7. A
    Ask for lots of details so the customer can be catered to in the future.

    B
    Try to sell customers additional products and services unsolicited.

    C
    Place ads on the order page for additional products.

    D
    Only ask for information necessary to process the order.

    Explanation: Not available 

    1. Twitter
    2. Google+
  8. A
    It automatically makes them assume they will get what they want.

    B
    It creates rapport with the customer and puts them at ease.

    C
    If the person talks fast, it means they are in a rush and you should also do the same.

    D
    It tells the customer you are someone they can trust.

    Explanation: Not available 

    1. Twitter
    2. Google+
  9. A
    It allows for cheaper resolutions to customer conflict.

    B
    It is a good substitute for good customer service.

    C
    It allows the management to measure how well customer service is being performed.

    D
    It puts the company ahead of the competitors in respect of customer service.

    Explanation: Not available 

    1. Twitter
    2. Google+
  10. A
    The same draft of an email can be sent to every single customer thus ensuring consistency.

    B
    They are used for all marketing efforts of a company.

    C
    Information can be distributed via the CRM system for sending the same message to all the customers in the same group.

    D
    The CRM system always works as the back end for the company website.

    Explanation: Not available 

    1. Twitter
    2. Google+
First123Last
1 of 17 pages