Devry BUSN258 midterm exam

Question 1.1. (TCO 9) How many people is an unhappy customer likely to tell about a bad experience? (Points : 10)

One

Three to five

10 to 20

30 to 40

Question 2.2. (TCO 4) Which of these is not a common metaphor for customers? (Points : 10)

King or queen

Always right

The boss

A manager

Question 3.3. (TCO 1) Which of these customer service core competencies reflects the fact that the service environment is always fluid and changing? (Points : 10)

Ability to manage knowledge

Predisposition for continuous improvement

Ability to use empowerment

Ability to manage change

Question 4.4. (TCO 13) Which of these is not a current expectation for electronic customer service? (Points : 10)

Customization

Entertainment

Deep discounts

Scrutiny

Question 5.5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers? (Points : 10)

Employees lacking product knowledge and bluffing

Employees using confusing jargon

Greeting each customer within 30 seconds

Products with defective parts

Question 6.6. (TCO 3) Which of the following is not a best practice for phone conversations? (Points : 10)

Speak clearly and distinctly

Avoid “dead air” silence

Keep callers on track

Engage callers in personal conversation, no matter how long it takes

Question 7.7. (TCO 5) Which of these positive personality behaviors gives customers goodwill and moves them toward a positive experience? (Points : 10)

Plant seeds for relationship building

Compliment freely and sincerely

Reassure customers in their decision to do business with you

Pay attention to your dress and grooming

Question 8.8. (TCO 7) What is it called when people pretend to be listening, but aren’t really paying attention? (Points : 10)

Being a wide asleep listener

Being a fake friend

Being in the no-attention zone

Being an active-automatic listener

Question 9.9. (TCO 7) Which of these is not a nonverbal cue that can help with active listening? (Points : 10)

Appearing concerned

Maintaining good eye contact

Nodding

Asking for clarification

Question 10.10. (TCO 2) What does the concept of service recovery mean? (Points : 10)

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

11. (TCO 8) A customer has written a letter complaining about having her reservation cancelled at your hotel. Your hotel is named the Winter Sands Hotel, and she had a reservation for November 25th. The hotel features a spa, for which she also had reservations. The spa is not associated with your hotel management, and the spa reservation could not be cancelled. The customer had to drive to the appointment, and drive back home, since all the other hotels in the area were more expensive. Your management will offer her a 15% discount on a future stay, but needless to say, her letter was not relaxed — she was very upset, but civil. Draft a response to the letter that demonstrates your understanding of proper written communication techniques for addressing customer concerns. (Points : 25)

Question 12. 12. (TCO 6) A male customer says the following: “Yeah, so I was in your store yesterday, and I noticed that you don’t carry the espresso chocolate wafers anymore. I mean, how can you guys discontinue that, it’s like my wife’s favorite? I mean she sent me to the mall, right, to get some, and I thought that I would be able to just walk in and pick some up. I wouldn’t be coming here otherwise. Okay, so yeah, if someone gave me your peanut brittle as a gift, I wouldn’t give it back to them, you know what I’m saying? Anyway, so I walk into the store and the stuff’s not there anymore. I mean, you can’t even get it off the website, and there’s not even any left on those overstock websites, either. What I am supposed to tell her, that her favorite snack of all time just doesn’t exist anymore? I can’t get it for you now, honey; it’s just a memory, right? I mean, help me out here, what I am supposed to do? What were you guys thinking?”

Indicate at what point you would have given him verbal or nonverbal feedback, and what form it would take. Then, paraphrase his response, looking for the essence of the complaint. Imagine that you are talking directly to the customer as you type your response. (Points : 25)