Reference no: EM132288519

Chapter 10 Quiz

Please highlight the correct response

1. Sheena is a receptionist at a hotel. As she checks out departing customers, she asks quick questions about their stay and their experience at the hotel. This is an example of a(n) ________________.
• Exit interview
• Customer comment card
• Automated survey
• Service contact survey

2. Samantha, a store manage, decides to create a contingency plan. She first sets a goal that her plan aims to accomplish. Which of the following action must she pursue next according to the planning process model?
• Examine and evaluate the situation
• Identify alternative options
• Select the best alternatives from existing options
• Create and implement plan

3. Average services is characterized by service that ________________.
• Is expected by the customer
• Is unacceptable and leads to a breakdown in customer-provider relationship
• Is out of the ordinary and unexpected
• Goes beyond the normal and may pleasant surprise the customer

4. The goal of customer relationship management is to________________.
• Acquire, retain and satisfy customers
• Make new friends
• Keep employees busy
• Develop new software

5. It will cost an organization at least five times more to acquire a new customer then it will to keep an existing one.
• True
• False

6. Churn rate refers to the number of customers who leave during a given time period.
• True
• False

7. Encouraging customer loyalty means companies should frequently make special offers to new customers that are not available to existing customers.
• True
• False

8. Moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization.
• True
• False

9. A service provider should criticize his or her competitors in order to counter similar comments from them.
• True
• False

10. Customer loyalty is an emotional rather than a rational thing.
• True
• False