Chapter 10
Chapter 10 Quiz Your Name:
Quiz Instructions – 10 points total
Please highlight the correct response
1. Sheena is a receptionist at a hotel. As she checks out departing customers, she asks quick questions about their stay and their experience at the hotel. This is an example of a(n) ________________ .
· Exit interview
· Customer comment card
· Automated survey
· Service contact survey
· Examine and evaluate the situation
· Identify alternative options
· Select the best alternatives from existing options
· Create and implement plan
3. Average services is characterized by service that ________________.
· Is expected by the customer
· Is unacceptable and leads to a breakdown in customer–provider relationship
· Is out of the ordinary and unexpected
· Goes beyond the normal and may pleasant surprise the customer
4. The goal of customer relationship management is to ________________.
· Acquire, retain and satisfy customers
· Make new friends
· Keep employees busy
· Develop new software
5. It will cost an organization at least five times more to acquire a new customer then it will to keep an existing one.
· True
· False
6. Churn rate refers to the number of customers who leave during a given time period.
· True
· False
7. Encouraging customer loyalty means companies should frequently make special offers to new customers that are not available to existing customers.
· True
· False
8. Moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.
· True
· False
9. A service provider should criticize his or her competitors in order to counter similar comments from them.
· True
· False
10. Customer loyalty is an emotional rather than a rational thing.
· True
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