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Online Quiz
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1
The most important criterion for a relationship is:
A)attitude
B)a touch point
C)trust
D)being critical
2
Components of CRM include all of the following, except:
A)sales and service
B)interaction with customers through various media
C)avoidance of getting to know customers and private needs
D)involving, analyzing customer data for various efforts
3
Nearly one-half of all shoppers who walk away without buying from a car dealership cite:
A)customer needs as the reason
B)too much dealer body language
C)poor treatment
D)CRM as the reason
4
The following unspoken customer signals can help you react appropriately, except:
A)hesitancy
B)anxiety
C)facial hair
D)product interest or rejection in the eyes
5
All of the following are basic steps in the planning process, except:
A)set a goal
B)examine and evaluate the situation
C)identify alternatives, select the best, and implement it
D)identify the alternatives, but avoid making a selection
6
Customer loyalty is a rational thing rather than an emotional one.
A)True
B)False
7
Customer relationship management is a crucial element of customer loyalty.
A)True
B)False
8
A subtle way to show your ability to adapt is to try to change your customer.
A)True
B)False
9
Customer service does not qualify as a stressful job.
A)True
B)False
10
So much has been written about quality that one is tempted to think of it as a fad which is a good way to feel about quality service.
A)True
B)False







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