1. Sheena is a receptionist at a hotel.

Chapter 10 Quiz Your Name:

Quiz Instructions – 10 points total

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

Bottom of Form