BUSN258 Week 4  Midterm Assignment Post 2

Question 1

(TCO 9) When upset customers tell other people, what is the result called?

• Telltale effect

• Ripple effect

• Social contusion

• Multiplier effect

Question 2

(TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty?

• They will always refer 15 people to you.

• It will generate positive feelings.

• They will always put up positive reviews online.

• It will generate a sense of accomplishment.

Question 3

(TCO 1) Which of these core customer service competencies reflects the notion that customer service employees need to seize opportunities to satisfy a customer request quickly?

• Acceptance of ownership

• Ability to manage change

• Ability to manage knowledge

• Ability to communicate effectively

Question 4

(TCO 13) Which of these is not a current expectation for electronic customer service?

• Customization

• Entertainment

• Deep discounts

• Scrutiny

Question 5

(TCO 2) Which one of these is not regarded as a potential turnoff to customers?

• Employees lacking product knowledge and bluffing

• Employees using confusing jargon

• Greeting each customer within 30 seconds

• Products with defective parts

Question 6

(TCO 3) Which of the following is not a best practice for phone conversations?

• Address people with courtesy titles

• Keep your conversation businesslike

• Keep your conversation tactful

• Always try to sell the customer an upgrade

Question 7

(TCO 5) Which of these positive personality behaviors helps customers relax before committing to doing business?

• Plant seeds for relationship building

• Initiate conversation promptly

• Call people by name

• Use carefully considered physical touch

Question 8

(TCO 7) Which of the following listening tips can prevent you from “correcting” customers?

• You should listen for more than just facts.

• You should be patient and defer disagreement.

• You should try counterattitudinal advocacy.

• You should solicit clarification.

Question 9

(TCO 7) What does the term “counterattitudinal advocacy,” or CAA, mean?

• CAA means the customer is always right.

• CAA means seeing things from the customer’s position.

• CAA means always giving a refund regardless of company policy.

• CAA means allowing the client to do most of the talking.

Question 10

(TCO 2) What does the concept of service recovery mean?

• Problem situations can be prevented entirely

• Customer loyalty is destroyed by any problem, even if resolved

• Customers can perform services for your business in exchange for goods

• Acknowledging and addressing complaints helps create loyalty