Question 1

Customer loyalty describes the tendency of customers to return to an organization because of service.

Accepted Answer

A) True 
 B)False

Question 2

In B2B, customers are often companies.

Accepted Answer

A) True 
 B)False

Question 3

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

Accepted Answer

A)   Establish rapport
B)   Identify customer needs
C)   Satisfy customer needs
D)   Offer a channel partner

Question 4

A simple way of accomplishing individualized service is to ask what else the customer like or prefer.

Accepted Answer

A) True 
 B)False

Question 5

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.

Accepted Answer

A) True 
 B)False

Question 6

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.

Accepted Answer

A) True 
 B)False

Question 7

List any five ways to show respect for to customers.

Accepted Answer

Some easy ways to show respect to the cu...

Question 8

Which of the following is the best tip to handle customers effectively?

Accepted Answer

A)   Only ask closed-end questions to determine the customer's needs.
B)   Treat as many customers as possible simultaneously to cater to all their needs.
C)   Strive to provide exceptional service to win over the customer.
D)   Get to know only those customers who wish to foster a long-term relationship.

Question 9

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Accepted Answer

A) True 
 B)False

Question 10

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.

Accepted Answer

A) True 
 B)False

Question 11

Customer loyalty is a rational thing rather than an emotional one.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

Accepted Answer

A)   strategic
B)   transactional
C)   direct
D)   tactical

Question 13

Which statement identities the best strategy for dealing with customer complaints?

Accepted Answer

A)   Customers who have complained are likely lost to your organization, so cut your losses and ignore them.
B)   Organizations should always hesitate to ask for feedback because it will likely not be good.
C)   Browse company blogs and websites and remove any negative posting or customer complaints.
D)   You cannot fix what you do not know is broken. Ask for customer input and act upon it.

Question 14

Customer relationship management is a crucial element of customer loyalty.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following statements best defines customer satisfaction?

Accepted Answer

A)   It refers to a five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected.
B)   It refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one.
C)   It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.
D)   It refers to the process of a customer switching between products or companies, often simply to get a better price, contract, rebate, or warranty.

Exam 10: Encouraging Customer Loyalty

Customer loyalty describes the tendency of customers to return to an organization because of service.

Correct Answer
verified

Which of the following statements best defines customer satisfaction?

Correct Answer
verified

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

Correct Answer
verified

Customer loyalty is a rational thing rather than an emotional one.

Correct Answer
verified

List any five ways to show respect for to customers.

Correct Answer
verified
Some easy ways to show respect to the cu...
View Answer

Which of the following is the best tip to handle customers effectively?

Correct Answer
verified

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.

Correct Answer
verified

A simple way of accomplishing individualized service is to ask what else the customer like or prefer.

Correct Answer
verified

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.

Correct Answer
verified

Which statement identities the best strategy for dealing with customer complaints?

Correct Answer
verified

Customer relationship management is a crucial element of customer loyalty.

Correct Answer
verified

In B2B, customers are often companies.

Correct Answer
verified

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.

Correct Answer
verified

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

Correct Answer
verified

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Correct Answer
verified

Exam 10: Encouraging Customer Loyalty

Customer loyalty describes the tendency of customers to return to an organization because of service.

Correct AnswerverifiedShow Answer

Which of the following statements best defines customer satisfaction?

Correct AnswerverifiedShow Answer

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

Correct AnswerverifiedShow Answer

Customer loyalty is a rational thing rather than an emotional one.

Correct AnswerverifiedShow Answer

List any five ways to show respect for to customers.

Correct AnswerverifiedSome easy ways to show respect to the cu...View AnswerShow Answer

Which of the following is the best tip to handle customers effectively?

Correct AnswerverifiedShow Answer

Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.

Correct AnswerverifiedShow Answer

A simple way of accomplishing individualized service is to ask what else the customer like or prefer.

Correct AnswerverifiedShow Answer

To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.

Correct AnswerverifiedShow Answer

Which statement identities the best strategy for dealing with customer complaints?

Correct AnswerverifiedShow Answer

Customer relationship management is a crucial element of customer loyalty.

Correct AnswerverifiedShow Answer

In B2B, customers are often companies.

Correct AnswerverifiedShow Answer

Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.

Correct AnswerverifiedShow Answer

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

Correct AnswerverifiedShow Answer

A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Some easy ways to show respect to the cu...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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