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Multiple Choice Quiz
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1

Which of the following is not an element of good customer service?
A)Knowledgeable, capable and enthusiastic employees
B)Delivery of products and services
C)Negative word of mouth publicity
D)Internal and external customers
2

What term describes one of the earliest forms of customer service where people made and sold or bartered products from home?
A)Home-based business
B)Home front stores
C)Cottage industries
D)Neighborhood stores
3

Which of the following did not facilitate the shift to a service economy?
A)Technology
B)Government regulation of many industries
C)Economy
D)Globalization
4

Two side effects of the development and sophistication of machines and computers has been in:
A)the type and number of services offered
B)increased need of technology service organizations and a decrease in manufacturing jobs
C)ability of employees to work with equipment and lower motivation levels
D)reduced job satisfaction and higher worker turnover
5

According to lead economists, today's economy is affecting jobs in all of the following except:
A)overall level of jobs being created
B)overall quantity of jobs being created
C)distribution of jobs among industries
D)quality of jobs
6

Which of the following is not one of the six components of a customer service environment?
A)Customer
B)Competition
C)Human resources
D)Delivery systems
7

What factors related to an organization's products and deliverables can lead to customer satisfaction or dissatisfaction?
A)Similarity to competition
B)Manufacturer
C)Distribution system
D)Quantity available
8

Which is not a source of information for organizations when selecting a delivery method for products and services?
A)Industry standards
B)Customer expectations
C)Competitive referrals
D)Projected requirements
9

What role does the Human Resource element of the customer service environment not typically play in customer satisfaction?
A)Screens applicants
B)Creates HR policy and procedures
C)Disciplines employees
D)Creates job descriptions
10

Which is not a societal issue impacting customer service?
A)More young, white men entering the workforce
B)More women entering the workforce
C)More diverse population entering the workforce
D)More older workers entering the workforce





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