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Exam 10: Encouraging Customer Loyalty

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Question 21

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Tom,a customer care executive receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days.Tom needs to inform the customer of the delay in shipping goods in bulk in such a short span of time.Tom should:

A) update the customer only when they enquire on the delay in the shipment.
B) update the customer regarding the delay as per his own convenience.
C) update the customer regularly and keep the customer informed of any further delay.
D) update the customer only when he or she raises a complaint regarding non-receipt of goods.

E) C) and D)
F) A) and B)

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Question 22

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

A) True
B) False

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Question 23

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

Which of the following is the next step after identifying alternatives in the planning process model?

An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.

Core values are a set of standards which guides the conduct of all employees.

Technological advancement has failed to impact customer loyalty.

The _____ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand,develop,or produce each other's products or services.

Discuss the customer's perception of quality.

Building good relationship in order to increase customer satisfaction is valuable because it can lead to repeat business.

A shortsighted view of customer interaction shows that:

The key element in cementing interpersonal relationships is communication.

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

Many service providers look at customer interactions from a long-term perspective.

One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.

_____ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

In B2B,customers are often companies.

List the components in the customer relationship management process.

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

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