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Customer Service Skills for Success Study Set 1

Business

Quiz 2 :

Contributing to the Service Culture

Quiz 2 :

Contributing to the Service Culture

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The service culture in every organization does not include beliefs and rituals.
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True False
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False

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A sole proprietorship is a one-owner business.
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True False
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True

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Employees should share their organization's internal problems with the customers.
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True False
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False

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A company's mission is generally driven from the top of the organization.
True False
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Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.
True False
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By outsourcing jobs to a third party, companies can save money by reducing health benefits or retirement payments.
True False
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The type of delivery system used by organizations to serve customers is not important.
True False
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In a direct contact environment, customers interact directly with an organization's representative.
True False
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For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.
True False
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An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.
True False
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The service delivery system of an organization includes having customers deal with the organization's internal policies, practices, or politics.
True False
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Employee expectations are perceptions about positive and negative aspects of the workplace.
True False
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Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.
True False
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Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.
True False
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Employees should focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.
True False
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Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.
True False
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The return policy of an organization is a gauge customers use to determine where they will spend their time and money.
True False
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In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.
True False
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To demonstrate strong support for their company, frontline employees or supervisors should always use "they" language when dealing with customers.
True False
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Protégés are individuals in an organization who dedicate time and effort to befriend and assist others.
True False
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