Ask Management Theories Expert

1. Which employees do most customers associate with a company?

a. the faces in the ads

b. the boss whose portrait is on the wall in the reception area

c. the cute secretary

d. the lowest paid employees in the organization

2. Many customers get their first impression of your company from the first few moments of an:

a. ads.

b. electronic visits.

c. word-of-mouth.

d. surveys.

3. When answering another persons call be sure to:

a. try to get past the receptionist.

b. identify themselves.

c. be professional.

d. All of the above.

4. The first step in handling an upset caller is to:

a. understand why they are upset.

b. get them to calm down.

c. get them to tell you their needs.

d. remember that it's not about you.

5. The key to holding interest in a conversation is:

a. using common words.

b. using big words.

c. varying your voice.

d. sounding attractive.

6. Customer dissatisfaction with a firm's phone call handling stems from:

a. inability of employees to use the features of telephone and voice mail systems.

b. shortcomings in treating customers with the highest degree of courtesy.

c. both a and b

d. neither a nor b

7. Which of the following does NOT apply to the advantages of a company using websites?

a. Increased exposure and sales

b. Better employee morale
c. Better customer service

d. None of the above.

8. The norms that guide Netgeners when they shop include:

a. companies will provide them with personalized products or services.

b. a company's reputation is very important.

c. they should be able to participate with companies to make the product or service better.

d. All of the above.

9. To provide human contact for customers, despite high-tech communication systems, use everything EXCEPT:

a. email.

b. web chat.

c. two-way interactive video.

d. FAQ's.

10. Traditional customer service tended to be:

a. proactive.

b. reactive.

c. interactive.

d. None of the above. 1

1. Structured knowledge bases are:

a. repositories of customer interaction.

b. postings on an electronic bulletin board.

c. organized in a question and answer format.

d. indexed by keywords.

12. You can gain loyal online customers through a lack of competition if:

a. your website has a unique slant on your industry.

b. you effectively use FAQs and searchable knowledge databases.

c. both a and b

d. neither a nor b

13. What does the letter "I" stand for in the LIFE acronym?

a. Interaction (with customers)

b. Inconsistency

c. Interview (to gather good information from customers)

d. Insight (into customer turnoffs and changing trends)

14. Value can be defined as: a. quality relative to price paid.

b. how well a product holds together.

c. what you believe a product is worth.

d. All of the above.

15. Communication turnoffs often occur when employees are ignorant of the:

a. store's policies.

b. customer's needs.

c. messages they are sending.

d. company's mission statement.

16. What percentage of its customers will a company lose per year due to turnoffs?

a. 4-15%

b. 40-60%

c. 10-30%

d. 20-50%

17. Customer satisfaction simply means:

a. lack of motivation.

b. nowhere else to go.

c. long-term buying commitment.

d. absence of dissatisfaction.

18. The simplest way to get information about potential customer turnoffs is:

a. a customer response card at the point of sale.

b. telephone surveys within 48 hours of the transaction.

c. follow-up surveys in the mail.

d. simply listen.

19. According to consultant David Freemantle, what is at the center of excellent customer service?

a. good listening

b. emotional connectivity

c. customer engagement

d. All of the above.

20. The future of customer service is likely to focus on:

a. increased personalization and awareness of changing demographics.

b. increased mechanization.

c. decreased individualization.

d. None of the above.

21. Interactivity between businesses and customers:

a. can be seen as intrusive.

b. can generate greater market share.

c. both a and b

d. neither a nor b

22. What is an example of customized messages?

a. indvidualized marketing

b. mass marketing

c. a and b

d. None of the above.

23. Some call share of the customer:

a. portion of the market

b. share of the wallet

c. portion of spending

d. None of the above.

24. Today's workforce has:

a. more two-income families.

b. more single parents.

c. higher education.

d. All of the above.

25. Females are estimated to account for what percentage of buying decisions?

a. 15%

b. 38%

c. 69%

d. 85%

Management Theories, Management Studies

  • Category:- Management Theories
  • Reference No.:- M91363430
  • Price:- $30

Guranteed 24 Hours Delivery, In Price:- $30

Have any Question?


Related Questions in Management Theories

Assignment -for this assignment analyze and discuss your

Assignment - For this assignment, analyze and discuss your personal leadership style. Based on your experiences, current readings, work experience, education, and use of self-assessment instruments describe what you thin ...

Assignment -personal reflection 1 -instructions - watch

Assignment - Personal Reflection 1 - Instructions - Watch Milgram's obedience video: Milgram Experiment Proves We Blindly Obey Authority. Consider the following. Christ called his disciples to follow him (Mark 1:17). He ...

Assignment -instructions - please follow instructions for

Assignment - Instructions - Please follow instructions for all for Personal Learning Journal. And each personal learning journal should be of 300words. Each student will keep a personal journal to reflect and record thei ...

Healthcare information technology overview the current

Healthcare Information Technology Overview: The current healthcare industry utilizes a plethora of healthcare information technology (HIT) systems. HIT systems are designed to enhance quality outcomes, prevent adverse ev ...

Archetypes in actionsenge ross smith roberts amp kleiner

Archetypes in Action Senge, Ross, Smith, Roberts, & Kleiner (1994) noted: At its broadest level, systems thinking encompasses a large and fairly amorphous body of methods, tools, and principles, all oriented to looking a ...

Assessment descriptionyou are required to read the

Assessment Description You are required to read the following journal article article: 1. How Risky is Your Company? HBR. May-June 1999 You are also required to read a fictional case study based on a company that will be ...

Discussion - this discussion deals with the important topic

Discussion - This Discussion deals with the important topic of whether money is a motivator for increased job performance and satisfaction. Look at your own history of how you have been compensated, what problems you saw ...

Question - choose a product or technology interview five

Question - Choose a product or technology. Interview five consumers who buy that product and ask them what major problems they have with the product (or what major things they dislike about it). Then ask them to describe ...

Questions -1 choose an industry and then use the library or

Questions - 1. "Choose an industry and then use the library or the Internet to find data from secondary sources that will be highly useful in developing a marketing plan." Start thinking of the industry that relates to t ...

Developing leaders and organisations assessment - report on

Developing, Leaders and Organisations Assessment - Report on Promoting Individual Informal Workplace Learning Brief - You are the newly-appointed Human Resource Advisor in a medium-sized business that employs approximate ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Why might a bank avoid the use of interest rate swaps even

Why might a bank avoid the use of interest rate swaps, even when the institution is exposed to significant interest rate

Describe the difference between zero coupon bonds and

Describe the difference between zero coupon bonds and coupon bonds. Under what conditions will a coupon bond sell at a p

Compute the present value of an annuity of 880 per year

Compute the present value of an annuity of $ 880 per year for 16 years, given a discount rate of 6 percent per annum. As

Compute the present value of an 1150 payment made in ten

Compute the present value of an $1,150 payment made in ten years when the discount rate is 12 percent. (Do not round int

Compute the present value of an annuity of 699 per year

Compute the present value of an annuity of $ 699 per year for 19 years, given a discount rate of 6 percent per annum. As