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31.
(p. 375)
Which of the following quickly gathers customer reactions to their service experience and
is commonly found at restaurant tables and at point-of-sale locations?
32.
(p. 375)
_____ conducted by greeters, hosts, or hostesses as customers leave a facility.
33.
(p. 380)
A shortsighted view of customer interaction shows that:
34.
(p. 381)
Which of the following is a poor example of fostering solid customer relationships?
35.
(p. 382)
Identify the true statement of customer relationship management from the following.
36.
(p. 384)
Which of the following categories of partners include organizations that are intricately
meshed with another company's internal operations?
37.
(p. 384)
The _____ type of channel partnership involves signing agreements through which one
organization creates a long-term alliance with another organization to brand, develop, or produce
each other's products or services.
38.
(p. 384)
Which of the following is a channel partner that provides a distribution outlet or link for a
company's products and services?
39.
(p. 386)
Which statement below is appropriate to use when you want to show appreciation?
40.
(p. 389)
Which of the following is an example of ethical behavior?
41.
(p. 393)
Which of the following is the first step in the planning process model?
42.
(p. 393)
Which of the following is the next step after identifying alternatives in the planning
process model?
43.
(p. 394)
Which of the following is the next step after examine and evaluate in the planning
process model?
44.
(p. 397)
Which of the following best describes average service?
45.
(p. 397)
Which of the following best describes exemplary service?
46.
(p. 397)
Which of the following best describes unsatisfactory service?
47.
(p. 397)
Which of the following best describes below average service?
48.
(p. 401)
Which of the following is a tip to handle customers effectively?
49.
(p. 402)
A tip that can help provide quality service to customers is:
50.
(p. 403)
_____ is a systematic approach to identify and quantify the best practices in an
organization in order to make improvements in effectiveness and efficiency.
Short Answer Questions
51.
(p. 374)
List any five ways to show respect for to customers.
52.
(p. 396-399)
List any five initiatives to provide excellent customer service.
53.
(p. 399-402)
List any five tips that would help employers/employees to provide quality
54.
(p. 403)
Discuss the customer's perception of quality.
55.
(p. 403)
List the components in the customer relationship management process.
