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Multiple Choice Quiz
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1

Without ______ there is not relationship.
A)Customers
B)Effort
C)Trust
D)Initiative
2

Which of the following is not a component of the customer loyalty and satisfaction equation?
A)Reduced pricing
B)Effective product and service delivery
C)Resolution of problems
D)Proactive relationship building
3

Which of the following is not a strategy for gaining and developing customer loyalty?
A)Displaying care
B)Being fair
C)being positive and aggressively dealing with customers
D)Keeping your word
4

CRM stands for _________?
A)customer return mechanism
B)customer representative motivators
C)continual relationship management
D)customer relationship management
5

Which of the following is not a factor that affects customer loyalty discussed in the text?
A)Responsiveness
B)Employee education level
C)Adaptability
D)Ethical behavior
6

Which of the following is not a typical customer need?
A)To feel welcome
B)To reimbursed for errors
C)To be understood
D)To be respected
7

Which of the following is not an element of the Problem-Solving Model?
A)Identify the problem
B)Analyze the problem
C)Educate customers on their role in creating problems
D)Monitor the results
8

Which of the following is not a way of taking responsibility for customer relationship management?
A)Personalize approach to dealing with customers
B)Keep an open mind
C)Show respect
D)Generalize and standardize service
9

Which of the following is not a typical means of gathering customer information?
A)Customer comment cards
B)Repeated calls to the customer
C)Toll free numbers
D)Exit interviews
10

Which of the following is a means by which customers might rate an organization's service level?
A)Home run card
B)Performance appraisal
C)Relationship-rating point scale
D)Customer satisfaction survey





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