Question 1

Which of the following is an excellent source of information to help a retailer improve its customer service?

Accepted Answer

Service problems and complaints are an excellent source of information about the retailer's offering.Armed with this information,retailers can make changes to increase their customers' satisfaction.

Question 2

The difference between the service promised and the service actually delivered is the __________ gap.

Accepted Answer

The communications gap is the difference between the service promised and the service actually delivered.

Question 3

To reduce the delivery gap,retailers need to:

Accepted Answer

Providing employees with information and training will aid in closing the delivery gap as then employees can answer customers' questions and suggest products while having confidence and a sense of competency which is needed to overcome service problems.

Question 4

A customer returned a textbook because she decided to drop the class after a few weeks.The sales clerk refunded the customer's money immediately because the refund policy was "no questions asked".What gap was reduced because of the clearly defined guideline?

Accepted Answer

When employees responsible for providing services are authorized to make important decisions through empowerment,service quality improves lessening the delivery gap.

Question 5

Marcel works in the linen department of a large department store.When a customer arrived Friday morning to pick up a Thanksgiving tablecloth she had specially ordered,she was disappointed to find deliveries were late,and the cloth had not yet arrived.She was planning to use it at a Thanksgiving gathering at her home this weekend.Marcel was able to use empowerment to bridge the _____ gap by offering to bring the tablecloth to her home himself as soon as it arrived at the store.

Accepted Answer

When employees responsible for providing services are authorized to make important decisions through empowerment,service quality improves lessening the delivery gap.

Question 6

Moselle was upset as to the service she received when she was trying to purchase a new handbag.First,the salesperson seemed preoccupied with a conversation with another associate and when she finally recognized Moselle,she was nowhere to be found when Moselle wanted to make a purchase.Moselle plans to make a formal complaint to management.What can a manager do to recover from this service failure?

Accepted Answer

Customers need to be allowed to air their complaints without interruption as interruptions can further irritate customers who may already be emotionally upset.

Question 7

Moe's Restaurant offers delicious burritos built to the customer's desires.The atmosphere is fun as when a customer enters,all employees shout,"Welcome to Moe's!" The friendly welcome is a trademark of Moe's.If a regular enters and doesn't receive the cheery welcome,he/she could easily be disappointed.This would be an example of a ____________ gap.

Accepted Answer

A communications gap refers to the difference between the actual service provided to customers and the service promised in the retailer's promotional program.

Question 8

Mystery shoppers gather information about all EXCEPT _________.

Accepted Answer

Mystery shoppers are professional shoppers who shop a store to evaluate the service provided by store employees and the presentation of the merchandise in the store.Retailers can then assess the service quality to ensure that the set service goals are being achieved.The price of the merchandise isn't a consideration in determining the service level.

Question 9

When Thelma went to pick up her cleaning from a dry cleaning store that guaranteed 24-hour service in all of its ads,she was disappointed to find that her clothes would not be ready until the following day.This is an example of a _____ gap.

Accepted Answer

A communications gap refers to the difference between the actual service provided to customers and the service promised in the retailer's promotional program.

Question 10

Which gap is reduced by utilizing mystery shoppers?

Accepted Answer

Mystery shoppers are professional shoppers who shop a store to access the service provided by store employees and the presentation of the merchandise in the store.Retailers can then assess the service quality to ensure that the set service goals are being achieved.

Question 11

Tyson ordered three pizzas at Dominos and was told they would be ready in fifteen minutes.Content with the wait,Tyson decided to walk to the nearby Blockbuster and rent a DVD for the evening.When he returned twenty minutes later,he learned that his order was not yet in the oven and had to wait another 15 minutes to get his pizzas.This is an example of a _____________ gap.

Accepted Answer

The communications gap is the difference between the service promised and the service actually delivered.

Question 12

The training of employees in how to deal with people,provide better assistance to customers,and explain the use of complex products to potential customers reduces the _____ gap.

Accepted Answer

Providing employees with information and training will aid in closing the delivery gap as then employees can answer customers' questions and suggest products while having confidence and a sense of competency which is needed to overcome service problems.

Question 13

How can retailers reduce the delivery gap?

Accepted Answer

Providing employees with information and training will aid in closing the delivery gap as then employees can answer customers' questions and suggest products while having confidence and a sense of competency which is needed to overcome service problems.The other selections are ways to close the knowledge or standards gap.

Question 14

An electronic retailer promised a customer that if he or she is dissatisfied with a purchase,returns are quick and easy,but when the purchase is received,there is no information on the electronic retailer's return policies or any return instructions.This is an example of a _____ gap.

Accepted Answer

The communications gap is the difference between the service promised and the service actually delivered.

Question 15

The Hometown Dog Groomer offered a free flea dip to all of its regular customers.The owner had extra employees to deal with a crowd,but provided only one dip tank,which really slowed down the process.What could the owner do to better deliver the desired service?

Accepted Answer

Instrumental support refers to the appropriate equipment to carry out a service.Providing instrumental support will help reduce conflicts in the delivery gap that is described in this example.

Question 16

When Douglas decided to order the Deluxe Werewolf with Teeth mask out of the "Things You Never Knew Existed" catalog,he called the toll free number.Although the call was answered immediately,the operator took Douglas' information and switched the call twice.Douglas didn't mind that.What bothered him was repeating his contact information and customer ID number three times.What type of service gap did Douglas encounter?

Accepted Answer

Providing instrumental support,improving internal communications will help reduce conflicts in the delivery gap that is described in this example.

Question 17

Which of the following is one way to reduce the delivery gap?

Accepted Answer

Customers can use hand-held scanners to scan bar codes of their desired items.

Question 18

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved.Retailers can minimize this time by all EXCEPT:

Accepted Answer

When employees responsible for providing services are authorized to make important decisions through empowerment where they can make decisions without their manager's approval,service quality improves lessening the delivery gap.

Question 19

When Zed purchased his new computer through an Internet retailer,he was promised 24 hours,7 days a week access to a toll-free number where he could talk to a real-life computer technician.When he had trouble with his computer and needed help,he called the number provided and was put on hold for 45 minutes.When the technician got on the phone,Zed was told that there were only two technicians on staff who were dealing with about 150 calls daily.The electronic retailer did not provide _____ for its employees.

Accepted Answer

Instrumental support refers to the appropriate equipment to carry out a service.Providing instrumental support will help reduce conflicts in the delivery gap that is described in this example.

Question 20

Natalie works for a department store.At least once a week,she visits a store in the chain and pretends to be a customer.Once she leaves the store,she records her impressions of the store's sales associates and how she was treated in a notebook.Sales associates who did an above average job handling Natalie's sometimes difficult requests received a small bonus.Natalie is a(n)_________.

Accepted Answer

Mystery shoppers are professional shoppers who shop a store to access the service provided by store employees and the presentation of the merchandise in the store.Some retailers use their own employees as mystery shoppers,but most contract with an outside firm to provide the assessment.

Quiz 18: Customer Service

Which of the following is an excellent source of information to help a retailer improve its customer service?

The difference between the service promised and the service actually delivered is the __________ gap.

To reduce the delivery gap,retailers need to:

A customer returned a textbook because she decided to drop the class after a few weeks.The sales clerk refunded the customer's money immediately because the refund policy was "no questions asked".What gap was reduced because of the clearly defined guideline?

Mystery shoppers gather information about all EXCEPT _________.

When Thelma went to pick up her cleaning from a dry cleaning store that guaranteed 24-hour service in all of its ads,she was disappointed to find that her clothes would not be ready until the following day.This is an example of a _____ gap.

Which gap is reduced by utilizing mystery shoppers?

The training of employees in how to deal with people,provide better assistance to customers,and explain the use of complex products to potential customers reduces the _____ gap.

How can retailers reduce the delivery gap?

An electronic retailer promised a customer that if he or she is dissatisfied with a purchase,returns are quick and easy,but when the purchase is received,there is no information on the electronic retailer's return policies or any return instructions.This is an example of a _____ gap.

The Hometown Dog Groomer offered a free flea dip to all of its regular customers.The owner had extra employees to deal with a crowd,but provided only one dip tank,which really slowed down the process.What could the owner do to better deliver the desired service?

Which of the following is one way to reduce the delivery gap?

Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved.Retailers can minimize this time by all EXCEPT: