Customer Service, Sales And Marketing

Customer Service

Question: What approach should a firm take when they need to say 'no' to a customer?
A
Say 'no' up front, being honest.

B
Do not say 'no', but later do not deliver on the alternative solutions.

C
Pretend everything is good, but towards the end of the conversation, tell them you did not mean what you said and actually the answer is 'no'.

D
Do not say 'no', but offer alternative solutions.

Note: Not available
1. Report
Question: What is the primary purpose of setting goals of customer service?
A
To know when no more customer service needs to be provided

B
To compare the firm's strategy with that of the competitors

C
To create measurable objectives which the firm can strive to meet

D
To allow for customer service agents to be promoted on the basis of their performance

Note: Not available
1. Report
Question: Which of the following would be a potential segmenting factor for customers?
A
Age range

B
Zip code

C
The industry they work in

D
All

Note: Not available
1. Report
Question: Which of the following is an example of a care token?
A
A computer manufacturer fixes your new laptop under warranty

B
A retail chain accepts your return

C
Offering an employee a raise for good performance

D
A restaurant gives you a free glass of wine because you mention to the waiter you didn't enjoy the wine like you had hoped

Note: Not available
1. Report
Question: How important is the tone of voice when talking to someone on the phone?
A
Extremely important

B
Not important at all

C
Slightly important

D
Depends on the situation

Note: Not available
1. Report
Question: What is the advantage of email based customer service?
A
It makes dealing with irate customers easier.

B
It provides an easy reference to past communication with the client.

C
It is impersonal.

D
Canned responses can be sent back.

Note: Not available
1. Report
Question: Which of the following would be considered going the extra mile in resolving a past customer service issue?
A
Replacing an item under warranty

B
Answering a call within two minutes

C
Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem

D
Sending him/her a complaint form to fill out

Note: Not available
1. Report

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Question: What approach should a firm take when they need to say 'no' to a customer?

Question: What is the primary purpose of setting goals of customer service?

Question: Which of the following would be a potential segmenting factor for customers?

Question: Which of the following is an example of a care token?

Question: How important is the tone of voice when talking to someone on the phone?

Question: What is the advantage of email based customer service?

Question: Which of the following would be considered going the extra mile in resolving a past customer service issue?