14087674
Description
Quiz by Lorisse Bazley, updated more than 1 year ago
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Created by Lorisse Bazley
over 6 years ago
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Question 1
Question
The two goals of customer service are:
Answer
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reduced costs and error minimisation
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satisfaction and operational effectiveness
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co-production and operational efficiency
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satisfaction and operational efficiency
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reduced variability and increased tangibility
Question 2
Question
Which of the following is NOT one of the guidelines for effective program implementation?
Answer
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Recruit the right employees
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Educate customers, too
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Develop a pricing policy
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Individualise response systems
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Be efficient first, nice second
Question 3
Question
Under which of the following conditions is it important to separate proactive selling from simple order-taking?
Answer
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The service situation is high-contact, so the customer is more involved.
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The bulk of consumption is accounted for by repeat use.
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The initial contact occurs weeks before the customer receives the service.
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It takes a long time to complete service delivery.
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The services are capacity-constrained.
Question 4
Question
A call centre’s managers are concerned about improving operational efficiency. With what other consideration should they balance this concern?
Answer
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Proactive selling
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Costs of running the business
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Customer service
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Price of services
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The Flower of Service
Question 5
Question
To manage the customer service function, companies must balance customer satisfaction against ________.
Answer
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customer demands
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operational efficiency
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customer delight
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touchpoints
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proactive selling
Question 6
Question
Which of the following is NOT a customer service function?
Answer
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Greeting customers on arrival
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Expediting delivery to customers
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Providing information as part of the sales support team
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Resolving problems and handling complaints
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Developing face-to-face sales presentations
Question 7
Question
Arrange the following steps in setting customer-defined standards in chronological order.
Answer
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Translate customer expectations into behaviours Set key performance indicators Provide feedback to employees Determine customer expectations for each service encounter
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Determine customer expectations for each service encounter - Translate customer expectations into behaviours - Set key performance indicators - Provide feedback to employees
Question 8
Question
A service culture requires all of the following EXCEPT:
Answer
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continuous monitoring of customer satisfaction
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reward systems that reflect customer service goals
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ambivalence from top management
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continuous training
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time to develop
Question 9
Question
Delivering the core service as promised is often totally within the control of:
Answer
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sales people
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marketers
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boundary spanners
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frontline personnel
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staff personnel
Question 10
Question
Service firms with multi-site operations make use of ________ and ________ to centralise functions that don’t require face-to-face contact.
Answer
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automation; personalisation
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technology; scripts
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scripts; role plays
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technology; telecommunications
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call centres; role plays
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