multi2

multi.docx

Home >Business & Finance homework help >multi2

Question 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? (Points : 8)

Offering a product flyer, information packet, video, or sample Asking often “how am I doing”? Making frequent eye contact Smiling

Question 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? (Points : 8)

Sending birthday or holiday cards Having employee casual dress days Making frequent eye contact Greeting customers within 30 seconds

Question 3.3. (TCO 2) Which of these can be a value turnoff for customers? (Points : 8)

Price too high for quality received Sloppy appearance, poor grooming, or annoying mannerisms Business place dirty, messy, or cluttered Inconvenient location, layout, parking, or access

Question 4.4. (TCO 2) Which of these can be a systems turnoff for customers? (Points : 8)

Employees who lack knowledge or who are not helpful Sloppy appearance, poor grooming, or annoying mannerisms Slow service or help not available Overly complicated or difficult to use products

Question 5.5. (TCO 3) Which of the following is true about listening to customers? (Points : 8)

Listeners never stop listening for self-protection reasons. You just have to hear the sounds that customers make, and nod. You should solicit clarification as required while listening. Communication problems never arise from information overload.

Question 6.6. (TCO 4) Which of the following is true about customers in the zone of indifference? (Points : 8)

They are motivated. They are loyal customers. They are inert. They are dissatisfied.

Question 7.7. (TCO 5) When interacting with customers, it’s important to maintain proper verbal discipline. Which of the following represents proper verbal behavior?(Points : 8)

Being judgmental about other customers’ appearance Praising the features of the product the customer bought Complaining about your last customer’s behavior Concluding a sale without properly thanking a customer

Question 8.8. (TCO 6) What does paraphrasing mean? (Points : 8)

Restating what the customer said in your own words Using physical touch to gain trust Pitch, tone of voice, and rate of speech Asking customers to not return items on sale

Question 9.9. (TCO 7) Which of these is true listening? (Points : 8)

True listening is being able to absorb and digest what the customer says. True listening is hearing the physical sounds made by the speaker. True listening is using multitasking to solve problems while discussing them. True listening is looking intently at someone while they are talking.

Question 10.10. (TCO 7) How does true listening help customer relations create business value? (Points : 8)

It reduces the amount of office supplies required. It can help rescue lost customers and turn them back into loyal ones. It decreases numbers of managers needed for customer service. It allows companies to sell defective products more often.

Question 11.11. (TCO 8) Which of these is not a function of call centers? (Points : 8)

Pitching products Handling inbound calls Responding to billing concerns Organizing management meetings

Question 12.12. (TCO 8) Which is true of angry customers on the phone? (Points : 8)

Never let them know you are listening. Interrupting them makes them angrier. You shouldn’t empathize with them. They don’t want positive solutions.

Question 13.13. (TCO 9) Some companies can value profits over customer relationships. Which of these practices doesn’t sacrifice customer trust for short-term “bad profits”? (Points : 8)

Lack of pricing transparency Inappropriate products sold to trusting customers Preventing customers from feeling mistreated High premiums for seasonal goods or popular options

Question 14.14. (TCO 10) Which of these is not a common cause of anger or frustration for upset customers? (Points : 8)

They are helpless They are not valued It just isn’t fair Buyer’s remorse

Question 15.15. (TCO 10) When dealing with an upset customer, how should you view the situation? (Points : 8)

You should take it personally. You should give the customer everything they ask for. You should never tell them “no.” You should try to understand their point of view.

Question 16.16. (TCO 11) What percentage of customers want to warn others about their bad experiences with companies? (Points : 8)

60% 74% 85% 92%

Question 17.17. (TCO 11) What percentage of customers who have a negative experience tell others about it? (Points : 8)

79% 78% 77% 76%

Question 18.18. (TCO 12) If you had an issue with a high-roller customer, how would you start trying to resolve the conflict? (Points : 8)

Work hard at soliciting comments. Listen carefully to be sure that you understand the complete problem. Listen respectfully and question them carefully. Remain unfailingly objective and use data.

Question 19.19. (TCO 13) Which kind of customer software never has to be installed on your computer? (Points : 8)

CXM CRM SaaS Virtual dashboard

Question 20.20. (TCO 13) How long will customers wait for websites to load? (Points : 8)

Less than a second A few seconds 30-40 seconds About a minute

Page 2

Question 1.1. (TCO 2) Explain how complicated fares and the perception of inequity between two different passengers might hurt the credibility of airlines. Include as much detail as possible in your answer, but focus your answer on how promises of rewards for 25,000 miles are not received, and what impact this has on the customer. How much does poor customer satisfaction hurt their business? What are the risks for the company? Provide a balanced answer that looks at the “big picture” of profit and satisfaction. What changes would you suggest for the industry? (Points : 30)

Question 2.2. (TCO 11) Explain overall strategies for recovering lost customers. Include as much detail as possible in your answer, but focus your answer on feeling customer pain as described in the textbook. Create a scenario where a customer has come to you and is disappointed, but not necessarily angry or frustrated. Choose an industry, describe the customer’s complaint, and how you would react in the situation. The customer does not want to continue doing business with your company because of the events. Explain your customer recovery efforts, and what impact they ultimately have on the business. (Points : 30)

Question 3.3. (TCO 4) Explain how you would exceed customer expectations by convenience and timing. In your answer, focus on a particular industry and create a scenario that illustrates your point. What is the impact on the customer, the store/location, the brand, and ultimately the parent company? (Points : 30)