Site MapHelpFeedbackQuick Preview
Quick Preview
(See related pages)



1

An important realization that will assist you in better serving customers is to acknowledge that they all have needs and expectations.
A)True
B)False
2

Customer needs are driven by internal motivators and can be broken down into five categories.
A)True
B)False
3

Behavioral style preferences do not affect customer needs or satisfaction levels.
A)True
B)False
4

An upset customer is usually annoyed with a specific person rather than the organization or system.
A)True
B)False
5

An effective strategy for dealing with angry customers is to let them know exactly what your company policy is.
A)True
B)False
6

When you cannot comply with the demands of an angry customer, you should try to negotiate an alternative solution.
A)True
B)False
7

In some cases, indecisive customers truly do not know what they need or want.
A)True
B)False
8

Demanding customers often act in a domineering manner because they are very self-confident. This is a function of behavioral style.
A)True
B)False
9

Rude customers need to be controlled or "put in their place" to prevent a repetition of the behavior.
A)True
B)False
10

Some service providers have difficulty handling talkative customers.
A)True
B)False
11

Adopting a "good neighbor policy" can help in dealings with internal customers.
A)True
B)False
12

As part of trying to help solve a customer problem, you should assess its seriousness.
A)True
B)False





To learn more about the book this website supports, please visit its Information Center.
(c)2005 McGraw-Hill Higher Education
Any use is subject to the Terms of Use and Privacy Policy.
McGraw-Hill Higher Education is one of the many fine businesses of The McGraw-Hill Companies.


Customer ServiceOnline Learning Center

Home > Chapter 7 > Quick Preview