Customer Relations for Managers

Topics: Customer service, Management, Customer Pages: 8 (1051 words) Published: May 1, 2012
Exam 1 for Customer Relations for Mangers|
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| Materials, products and services that are state of the art, competitively priced and meet the needs of customers are the elements that define a successful organization. These include: Answer | | | | | Correct Answer:|    Products and services |

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| The number of women in the workforce continues to grow and is projected to increase from about 47 percent in 2000 to approximately 75 percent in 2010. Answer | | | | | Correct Answer: |  False|

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| According to the US Census figures for 2000: Answer | | | | | Correct Answer:|    50.5 percent of US households have and use Internet access |
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| The office is one of the elements in the interpersonal communication model. Answer | | | | | Correct Answer: |  True|
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| A communication delivered through speech or signals is a: Answer | | | | | | |
Correct Answer:|    Message |
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| Examples of ways to recognize good performance includes all of these, except: Answer | | | | | | |
Correct Answer:|    Reductions in benefits such as break times |
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| Companies can save money by reducing health benefits or retirement payments. Answer | | | | | Correct Answer: |  True|
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| The Interpersonal Communication Model contains the environment, the sender, the receiver, message, channel and: Answer | | | | | Correct Answer:|    The methods to encode and decode, as well as the feedback, filters and noise |

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| A service provider helps determine approaches for service success. Answer | | | | | | |
Correct Answer: |  True|
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| During the early days of business growth, many sold or bartered products from their homes in what became known as: Answer | | | | | | |
Correct Answer:|    Cottage industries |
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| Products are the only output considered in customer service. Answer | | | | | | |
Correct Answer: |  False|
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| Ethical behavior is based on values of the society, organization and employees. Answer | | | | | Correct Answer: |  True|
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| Resentment, frustration and retaliation often result when employees believe their supervisor is: Answer | | | | | | |
Correct Answer:|    Misusing his or her power |
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| Customers are concerned about value for their money and/or effective and efficient service. Answer | | | | | | |
Correct Answer: |  True|
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| The determining factor in goal attainment is: Answer | | | | | | |
Correct Answer:|    You and your attitude toward achieving the goals |
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| The response to a sender's message that allows both the sender and receiver to know that a message was received correctly is: Answer | | | | | Selected Answer:|    Verbal feedback |
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| It is cheaper to get new customers than to keep the old ones. Answer | | | | | | |
Correct Answer: |  False|
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| The silent bond built between two people as a result of sharing common interests is called Answer | | | | | Correct Answer:|    Rapport |
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| An example of nonassertive behavior is: Answer | | | | | Correct Answer:|    A limp, weak handshake |
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| Service culture is the same for every organization. Answer | | | | | | |
Correct Answer: |  False|
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| Deregulation is the removal of government restrictions on an industry. Answer | | | | | | |
Correct Answer: |  True|
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| Defusing by acknowledgment can be used in every unhappy situation with any customer. Answer | | |...
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