Customer Service Skills for Success Study Set 1

Business

Quiz 10 :

Encouraging Customer Loyalty

Quiz 10 :

Encouraging Customer Loyalty

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Use closed body language and few verbal cues to let customers know you are glad they have chosen your organization.
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True False
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False

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Short-term customer relationships are the ones that sustain organizations.
Free
True False
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False

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Even when you win trust and achieve customer satisfaction, the customer relationship is very fragile.
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True False
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True

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Customer loyalty describes the tendency of customers to return to an organization because of service.
True False
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The way to gain and retain customer loyalty is by looking at customer interactions from a short-term perspective.
True False
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In B2B, customers are often companies.
True False
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Customer relationship management is a crucial element of customer loyalty.
True False
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A simple way of accomplishing individualized service is to ask what else the customer like or prefer.
True False
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Technological advancement has failed to impact customer loyalty.
True False
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Customer loyalty is a rational thing rather than an emotional one.
True False
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The most important thing to remember about trust is that, without it, you do not have a customer service relationship.
True False
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One of the most common mistakes service providers make in dealing with customers who have a complaint or problem is to nonverbally send a message of skepticism.
True False
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One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.
True False
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Core values are a set of standards which guides the conduct of all employees to maintain a positive customer relationship .
True False
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A subtle way to show your ability to adapt to customer needs is by quickly learning and mastering new technology systems to respond to the customer more efficiently.
True False
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By effectively managing channel partner relationships, retail and service pricing can be kept down.
True False
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Initiative applies only to external customer situations.
True False
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A channel partner is the relationship of two organizations in which they are able to build a larger and stronger competitive presence.
True False
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A simple way to demonstrate responsiveness is to attend to customer needs promptly.
True False
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To create a social bond with customers, treat customers as a number, or one in a series rather than as individuals.
True False
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