mcq help....

increased personalization and awareness of changing demographics.

increased mechanization.

decreased individualization.

none of these

tracking of individual preferences.

customizing services and products to meet customer needs.

both tracking of individual preferences and customizing services and products to meet customer needs

neither tracking of individual preferences nor customizing services and products to meet customer needs

customers can control the ads they see.

all consumers in one demographic can be given the same message without crossover to an unrelated demographic.

both customers can control the ads they see and all consumers in one demographic can be given the same message without crossover to an unrelated demographic

neither customers can control the ads they see nor all consumers in one demographic can be given the same message without crossover to an unrelated demographic

a lack of transparency since not all customers get treated well.

a program targeting the loyalty of its frequent renters.

not effectively adapting to fairness expectations.

and appeal to greed.

portion of the market that a business commands.

portion of a customer's spending that a business commands.

portion of spending within an industry that a business commands.

none of these

cheating.

intrusive.

smart.

all of these

more two-income families.

more single parents.

higher education.

all of these

people feel their opinions are valued.

people feel they will be rewarded, or at least not punished, for their opinions.

both people feel their opinions are valued and people feel they will be rewarded, or at least not punished, for their opinions

neither people feel their opinions are valued nor people feel they will be rewarded, or at least not punished, for their opinions

advertising.

complaining.

resolving concerns.

coaching.

the most important thing is what you dowith customer responses.

the more frequent the better.

should be administered to every customer or else the data will be distorted.

should be loosely worded so that the customer can express himself or herself.

Are you satisfied with the product/service?

Will you return for future business?

What could we have done better?

Would you recommend us to a friend?

30-40

50-60

70-80

10-20

20-35%

50-80%

30-70%

40-90%

commitment to quality.

desire to keep the customer.

happy attitude.

willingness to fix it.

will likely determine the customer' s willingness to give additional feedback.

if face-to-face should maintain eye contact.

should include nonverbal behaviors that avoid challenging.

all of these

restating the problem.

feeling empathy.

resolving the problem.

offering something more to exceed expectations.

is an excellent motto for any organization.

is the best attitude to get employees to give great service.

may distort the importance of thinking about win-win relationships, not who is right and who is wrong.

sets up companies to fail when the customer is actually wrong.

bad business; it causes them to complain more to get more free stuff.

going to reduce profitability in the long run.

symbolic atonement.

none of these

productive attitude

helpfulness

information

all of these

let them blow off steam until they calm down.

remember that they are no longer rational.

be supportive once they start listening.

all of these

setting themselves up for retaliation

using carefully chosen words to avoid manipulation

using emotionally charged terms for emphasis

being superior

express ideas in terms of individual benefit.

vary your pitch and rate.

use words that convey emotion.

all of these