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True / False Questions
1.
(p. 364)
The key element in cementing interpersonal relationships is communication.
2.
(p. 369)
One of the biggest mistakes any service provider can make is to deny accountability in
dealing with the customer.
3.
(p. 371)
One of the most common mistakes service providers make in dealing with customers who
have a complaint or problem is to nonverbally send a message of skepticism.
4.
(p. 372)
To create a social bond with customers, take time to just say hello without treating
anyone as an individual.
5.
(p. 373)
A simple way of accomplishing individualized service is to ask what else the customer
would like.
6.
(p. 376)
Customer loyalty is a rational thing rather than an emotional one.
7.
(p. 376)
Technological advancement has failed to impact customer loyalty.
8.
(p. 376)
The most important thing to remember about trust is that, without it, you have no
relationship.
9.
(p. 376)
Customer loyalty describes the tendency of customers to return to an organization
because of service.
10.
(p. 379)
In B2B, customers are often companies.
11.
(p. 380)
Short term customer relationships are the ones that sustain organizations.
12.
(p. 380)
Many service providers look at customer interactions from a long-term perspective.
13.
(p. 380)
Customer relationship management is a crucial element of customer loyalty.
14.
(p. 384)
A channel partner is the relationship of two organizations in which they are able to build a
larger and stronger competitive presence.
15.
(p. 384)
By effectively managing channel partner relationships, retail and service pricing can be
kept down.
16.
(p. 386)
A simple way to demonstrate responsiveness is to attend to customer needs promptly.
17.
(p. 386)
Use closed body language and few verbal cues to let customers know you are glad they
are at your organization.
18.
(p. 387)
A subtle way to show your ability to adapt is by quickly learning and mastering new
technology systems to respond to the customer more efficiently.
19.
(p. 389)
Core values are a set of standards which guides the conduct of all employees.
20.
(p. 391)
Initiative applies only to external customer situations.
21.
(p. 392)
One way to address customer needs is to anticipate them.
22.
(p. 395)
A moment of truth is defined as any instance when a customer comes into contact with
any element or representative of an organization.
23.
(p. 399)
Building good relationship in order to increase customer satisfaction is valuable because
it can lead to repeat business.
24.
(p. 403)
A customer's perception of quality service is often one of the prime reasons for his or her
return.
10-13
25.
(p. 402)
An effective approach to increasing sales is to focus on the features of a product or
service and not the benefits.
Multiple Choice Questions
26.
(p. 365)
Which of the following statements best defines customer satisfaction?
27.
(p. 367)
Which of the following strategies should be adopted to successfully build trust?
28.
(p. 367)
Tom, a customer care executive receives an order of 25 personal computers from a
customer who wants the goods to be delivered to him in two days. Tom needs to inform the
customer of the delay in shipping goods in bulk in such a short span of time. Tom should:
29.
(p. 374)
Which of the following is an easy way to show respect to customers?
30.
(p. 375)
_____ are mailed or e-mailed to people who have contacted an organization to get
information, make a purchase, or use a service.
