MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026 UPDATE | WITH COMPLETE
SOLUTION
Which of the following statements is true of the impact of the economic recession on consumers'
mindset? - (ANSWER)Consumers have begun to reevaluate their paradigm or the way they look at
products.
The manner in which a company and its employees treat its customers when delivering the company's
products or other deliverables is known as ____. - (ANSWER)service
The process of correcting something that has gone wrong involving provision of a product to a client is
called ____. - (ANSWER)service recovery
The _____ includes an element of an organization that a customer experiences. -
(ANSWER)organizational culture
Which of the following is a component of a customer service environment? - (ANSWER)Delivery systems
_____ is the term applied to an ongoing trend of information, knowledge and resource sharing around
the world. - (ANSWER)Globalization
_____ refers to the relocation of business services by an organization from one country to another. -
(ANSWER)Offshoring
Service providers invest large amounts of money in training employees because ____. - (ANSWER)they
lose business and revenue if they do not meet the service expectations of customers
Who among the following is an example of internal customers? - (ANSWER)?
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to
their internal and external clients in a manner that satisfies identified and unidentified needs and
ultimately results in positive word-of-mouth publicity and return business is called ____. -
(ANSWER)customer service
,MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026 UPDATE | WITH COMPLETE
SOLUTION
According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade,
finance, insurance and the federal government are examples of the ____. - (ANSWER)public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people. -
(ANSWER)Human resource
Analog Corp., a multinational software company, spends time and takes efforts to satisfy its clients by
identifying their needs and establishing policies and procedures to support excellence in service
delivery. In this case, Analog Corp. is most likely to be a(n) _____. - (ANSWER)customer-focused
organization
RedAngle Corp. is a company that allows its employees to set up home offices and communicate
electronically to its corporate office. This is an example of ____. - (ANSWER)telecommuting
Which of the following statements best describes the term "e-commerce?" - (ANSWER)It refers to an
entire spectrum of companies that market products and services on the Internet and through other
technology.
Who among the following is an example of external customers? - (ANSWER)Suppliers
Which of the following statements is true of successful organizations? - (ANSWER)The members of the
upper management make themselves clearly visible to front-line employees.
To ensure the success of an organization's customer service, a service professional should: -
(ANSWER)continually reevaluate what he/she does on a daily basis when dealing with customers.
_____ is defined as a group of processes in an organization that make service seamless to customers by
ensuring that things work properly and the customer is satisfied. - (ANSWER)Customer-friendly system
Which of the following statements is true of a top down-oriented organization? - (ANSWER)Upper
management is at the top of the hierarchy.
, MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026 UPDATE | WITH COMPLETE
SOLUTION
Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to
ensure that the customer needs are identified and satisfied. To develop an effective customer service,
she should: - (ANSWER)continually strive to gain new knowledge and skills and deliver the level of
service equal to that offered by established salons.
_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level
employees in an organization. - (ANSWER)Empowerment
Which of the following approaches helps companies develop an effective organizational culture? -
(ANSWER)Companies should recognize, appreciate, and regularly reward the performance of their
employees.
A benefit for an organization that outsources its noncore positions is that: - (ANSWER)the need to
purchase and update computers and related equipment is eliminated.
In an organization, _____ are the task assignments that service providers assume. - (ANSWER)employee
roles
Which of the following statements is a disadvantage for a company that outsources jobs? -
(ANSWER)The potential to groom and hire from within an enculturated workforce decreases.
Which of the following is a characteristic of organizations that are highly committed to customer
service? - (ANSWER)They benchmark the successful practices of competitors.
The first step a company should take in creating or redefining its service environment is to: -
(ANSWER)create a plan to attract and hold its potential customers.
Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a customer, complaining
about a problem with her refrigerator. Mrs. Lynn wants to get the refrigerator fixed at no additional
cost. However, the warranty period for the appliance has expired. In this scenario, which of the
following responses will demonstrate Daniel's commitment to customer service? - (ANSWER)"Mrs. Lynn,
what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a
two-year warranty on your appliance."
SOLUTION
Which of the following statements is true of the impact of the economic recession on consumers'
mindset? - (ANSWER)Consumers have begun to reevaluate their paradigm or the way they look at
products.
The manner in which a company and its employees treat its customers when delivering the company's
products or other deliverables is known as ____. - (ANSWER)service
The process of correcting something that has gone wrong involving provision of a product to a client is
called ____. - (ANSWER)service recovery
The _____ includes an element of an organization that a customer experiences. -
(ANSWER)organizational culture
Which of the following is a component of a customer service environment? - (ANSWER)Delivery systems
_____ is the term applied to an ongoing trend of information, knowledge and resource sharing around
the world. - (ANSWER)Globalization
_____ refers to the relocation of business services by an organization from one country to another. -
(ANSWER)Offshoring
Service providers invest large amounts of money in training employees because ____. - (ANSWER)they
lose business and revenue if they do not meet the service expectations of customers
Who among the following is an example of internal customers? - (ANSWER)?
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to
their internal and external clients in a manner that satisfies identified and unidentified needs and
ultimately results in positive word-of-mouth publicity and return business is called ____. -
(ANSWER)customer service
,MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026 UPDATE | WITH COMPLETE
SOLUTION
According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade,
finance, insurance and the federal government are examples of the ____. - (ANSWER)public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people. -
(ANSWER)Human resource
Analog Corp., a multinational software company, spends time and takes efforts to satisfy its clients by
identifying their needs and establishing policies and procedures to support excellence in service
delivery. In this case, Analog Corp. is most likely to be a(n) _____. - (ANSWER)customer-focused
organization
RedAngle Corp. is a company that allows its employees to set up home offices and communicate
electronically to its corporate office. This is an example of ____. - (ANSWER)telecommuting
Which of the following statements best describes the term "e-commerce?" - (ANSWER)It refers to an
entire spectrum of companies that market products and services on the Internet and through other
technology.
Who among the following is an example of external customers? - (ANSWER)Suppliers
Which of the following statements is true of successful organizations? - (ANSWER)The members of the
upper management make themselves clearly visible to front-line employees.
To ensure the success of an organization's customer service, a service professional should: -
(ANSWER)continually reevaluate what he/she does on a daily basis when dealing with customers.
_____ is defined as a group of processes in an organization that make service seamless to customers by
ensuring that things work properly and the customer is satisfied. - (ANSWER)Customer-friendly system
Which of the following statements is true of a top down-oriented organization? - (ANSWER)Upper
management is at the top of the hierarchy.
, MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026 UPDATE | WITH COMPLETE
SOLUTION
Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to
ensure that the customer needs are identified and satisfied. To develop an effective customer service,
she should: - (ANSWER)continually strive to gain new knowledge and skills and deliver the level of
service equal to that offered by established salons.
_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level
employees in an organization. - (ANSWER)Empowerment
Which of the following approaches helps companies develop an effective organizational culture? -
(ANSWER)Companies should recognize, appreciate, and regularly reward the performance of their
employees.
A benefit for an organization that outsources its noncore positions is that: - (ANSWER)the need to
purchase and update computers and related equipment is eliminated.
In an organization, _____ are the task assignments that service providers assume. - (ANSWER)employee
roles
Which of the following statements is a disadvantage for a company that outsources jobs? -
(ANSWER)The potential to groom and hire from within an enculturated workforce decreases.
Which of the following is a characteristic of organizations that are highly committed to customer
service? - (ANSWER)They benchmark the successful practices of competitors.
The first step a company should take in creating or redefining its service environment is to: -
(ANSWER)create a plan to attract and hold its potential customers.
Daniel, a customer service executive, has received a call from Mrs. Karen Lynn, a customer, complaining
about a problem with her refrigerator. Mrs. Lynn wants to get the refrigerator fixed at no additional
cost. However, the warranty period for the appliance has expired. In this scenario, which of the
following responses will demonstrate Daniel's commitment to customer service? - (ANSWER)"Mrs. Lynn,
what I can do to resolve this problem is to offer you a thirty percent discount on the repair costs and a
two-year warranty on your appliance."
