Question 1

Which of the following best defines prohibitions?

Accepted Answer

A)   Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so.
B)   Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, unavailability of products, or inability to perform as requested.
C)   A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations.
D)   The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive.E) A) and D)
F) B) and C)

Question 2

In order to be prepared for a potential disaster, businesses should ________.

Accepted Answer

A)   make customers responsible for their contingency plans
B)   avoid storing vital information and data on the cloud
C)   wait until a natural disaster strikes to see how employees react
D)   create a preparedness program for the businessE) A) and D)
F) None of the above

Question 3

Which of the following tactics is best to effectively handle dissatisfied or angry customers?

Accepted Answer

A)   Be positive and negotiate a solution.
B)   Listen passively to the customer's grievances.
C)   Have an argument prepared as a defense mechanism.
D)   Reassure the customers through false promises.E) A) and C)
F) B) and C)

Question 4

Which of the following is a good strategy for effectively handling rude or inconsiderate customers?

Accepted Answer

A)   Don't compromise, even if needed.
B)   Don't make direct eye contact.
C)   Don't resort to retaliation.
D)   Don't maintain decorum.E) None of the above
F) All of the above C

Question 5

________ are things that customers typically desire but do not necessarily need.

Accepted Answer

A)   Expectations
B)   Wants
C)   Defections
D)   BreakdownsE) A) and B)
F) A) and C)

Question 6

Which of the following situations could lead to a service breakdown?

Accepted Answer

A)   Room service food was delivered at the appropriate time and temperature.
B)   A manager prepares a report ready for distribution, on time.
C)   A hotel room is not ready past the stated check-in time.
D)   The delivery of needed parts, ordered by a manufacturer, arrives on time.E) A) and B)
F) None of the above

Question 7

Which of the following statements about compensation is true?

Accepted Answer

A)   Compensation should be provided only when a customer demands it.
B)   The value or degree of the compensation should equal the customer's loss only in terms of energy or frustration.
C)   The recovery should compensate only the original loss and need not necessarily give any additional value.
D)   Customers should feel that the organization has suffered an equal loss.E) All of the above
F) A) and C)

Question 8

The first phase in the service recovery process is to ________.

Accepted Answer

A)   provide compensation
B)   apologize
C)   take immediate action
D)   show compassionE) B) and D)
F) A) and C)

Question 9

Once a customer transaction is completed, there is never any further follow-up required.

Accepted Answer

A) True 
 B)False

Question 10

The first step to helping resolve any service breakdown is to ________.

Accepted Answer

A)   apologize emotionally for the inconvenience, frustration, and mistreatment
B)   offer numerous alternatives to satiate the customer's needs
C)   immediately accommodate every wish of the customer
D)   frame your problem resolution with customer-focused messages through use of the emotion-reducing modelE) A) and B)
F) A) and C) D

Question 11

Which of the following statements about the problem-solving model is true?

Accepted Answer

A)   Customers rarely have a solution in mind to offer when they seek to redress their grievances.
B)   Customers always know how to explain their problem well.
C)   Customers never want someone to be responsible.
D)   Customers often feel ownership for the solution when a problem is solved jointly.E) A) and C)
F) A) and B)

Question 12

Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?

Accepted Answer

A)   Providing compensation
B)   Showing compassion
C)   Taking immediate action
D)   Conducting a follow-upE) B) and C)
F) A) and D) D

Question 13

Which of the following work habits help build a good working relationship with internal customers?

Accepted Answer

A)   Pitch in to help when you have spare time and your co-workers need any assistance.
B)   Unload personal problems with co-workers to make yourself feel better.
C)   Ensure you forward your calls all the time, regardless of your presence at work.
D)   Never hesitate to tweak the truth if your work ethics are being questioned.E) All of the above
F) A) and D)

Question 14

People who have difficulty making a decision or making a selection when given choices of products or services are ________.

Accepted Answer

A)   domineering customers
B)   indecisive customers
C)   dissatisfied customers
D)   inconsiderate customersE) All of the above
F) C) and D)

Question 15

To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all commitments and promises to your internal customers.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following characteristics best defines talkative customers?

Accepted Answer

A)   Customers exhibiting extroverted behavior and who are very people-oriented.
B)   Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C)   Customers who seem to have their own agenda without concern for the feelings of others.
D)   Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.E) None of the above
F) B) and D)

Question 17

The best way to deal with a service breakdown is to reflect upon it after it occurs.

Accepted Answer

A) True 
 B)False

Question 18

Peter, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a nonfunctioning microwave. After identifying the problem, what should Peter do next?

Accepted Answer

A)   Make a decision and then reflect on it.
B)   Evaluate the alternatives.
C)   Identify the alternatives.
D)   Compile and analyze the data.E) A) and C)
F) B) and D)

Question 19

Before you can get a customer to calm down and listen, you must first ________.

Accepted Answer

A)   call your manager to take over
B)   listen passively to the customer's grievances
C)   deal with the customer's emotional state
D)   raise your voice to get his or her attention before you startE) A) and D)
F) A) and C)

Question 20

The U.S. Small Business Administration suggests that businesses take specific actions to prepare for potential disaster situations.

Accepted Answer

A) True 
 B)False

Exam 7: Service Breakdowns and Service Recovery

Which of the following best defines prohibitions?

Correct AnswerverifiedShow Answer

In order to be prepared for a potential disaster, businesses should ________.

Correct AnswerverifiedShow Answer

Which of the following tactics is best to effectively handle dissatisfied or angry customers?

Correct AnswerverifiedShow Answer

Which of the following is a good strategy for effectively handling rude or inconsiderate customers?

Correct AnswerverifiedC

________ are things that customers typically desire but do not necessarily need.

Correct AnswerverifiedShow Answer

Which of the following situations could lead to a service breakdown?

Correct AnswerverifiedShow Answer

Which of the following statements about compensation is true?

Correct AnswerverifiedShow Answer

The first phase in the service recovery process is to ________.

Correct AnswerverifiedShow Answer

Once a customer transaction is completed, there is never any further follow-up required.

Correct AnswerverifiedShow Answer

The first step to helping resolve any service breakdown is to ________.

Correct AnswerverifiedD

Which of the following statements about the problem-solving model is true?

Correct AnswerverifiedShow Answer

Which step in the service recovery process allows the service provider to find out if a recovery effort is successful?

Correct AnswerverifiedD

Which of the following work habits help build a good working relationship with internal customers?

Correct AnswerverifiedShow Answer

People who have difficulty making a decision or making a selection when given choices of products or services are ________.

Correct AnswerverifiedShow Answer

To prevent or at least reduce the possibility of breakdowns with your internal customers, you should honor all commitments and promises to your internal customers.

Correct AnswerverifiedShow Answer

Which of the following characteristics best defines talkative customers?

Correct AnswerverifiedShow Answer

The best way to deal with a service breakdown is to reflect upon it after it occurs.

Correct AnswerverifiedShow Answer

Peter, a customer-care executive of Homefort Inc., an electronics company, adopts the problem-solving process to find a solution to a complaint he received from a customer regarding a nonfunctioning microwave. After identifying the problem, what should Peter do next?

Correct AnswerverifiedShow Answer

Before you can get a customer to calm down and listen, you must first ________.

Correct AnswerverifiedShow Answer

The U.S. Small Business Administration suggests that businesses take specific actions to prepare for potential disaster situations.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
C

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
D

Correct Answer
verified

Correct Answer
verified
D

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified