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Multiple Choice Quiz
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1

_______ _______ is a term that describes an organization's service direction or vision.
A)Corporate values
B)Service philosophy
C)Policy and procedures
D)Competitive advantage
2

All of the following are key elements of a service culture except:
A)Training
B)Products and services
C)Motivators and rewards
D)Human resources
3

The "R" in the acronym RUMBA stands for:
A)Reliable service
B)Returnable
C)Realistic
D)Ready to serve
4

Which of the following is not an effective strategy for employees when needed management support is lacking?
A)Strive for personal improvement
B)Look for a strong organizational mentor
C)Ask many open-ended questions
D)Quit their jobs
5

Employee empowerment typically includes all of the following except:
A)authority to change policies
B)authority to take action without getting supervisory permission
C)ability to respond quickly to customer needs
D)decision making authority
6

Which of the following is not common in customer-friendly systems?
A)Service culture starts at the top (executive management)
B)Service culture starts at the bottom of the organization (grass roots)
C)Have employees who take initiative to solve problems
D)Have active management involvement
7

Which of the following is not a type of service or product delivery system?
A)Direct
B)Circuit
C)Indirect
D)Third party
8

Which of the following is not a typical type of customer service data collection technique?
A)Employee focus group
B)Customer focus group
C)Customer site visit
D)Mystery shopper
9

Which of the following is not a strategy for promoting a positive service culture?
A)Examine your organization's vision
B)Critique your competition's service vision
C)Communicate culture and vision to customers
D)Demonstrate ethical behavior
10

Which of the following is not an example of what customers often want from a service provider?
A)Personal recognition
B)Courtesy
C)Timely service
D)Free samples





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