MAN4162 EXAM QUESTIONS AND
ANSWERS GRADED A+ 2026
Which of the following statements is true of the impact of the economic recession on
consumers' mindset? - ANS 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 ____. - ANS service
The process of correcting something that has gone wrong involving provision of a product to a
client is called ____. - ANS service recovery
The _____ includes an element of an organization that a customer experiences. -
ANS organizational culture
Which of the following is a component of a customer service environment? - ANS Delivery
systems
_____ is the term applied to an ongoing trend of information, knowledge and resource sharing
around the world. - ANS Globalization
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
,_____ refers to the relocation of business services by an organization from one country to
another. - ANS Offshoring
Service providers invest large amounts of money in training employees because ____. -
ANS 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? - ANS ?
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 ____. - ANS customer service
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 ____. - ANS public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people.
- ANS 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) _____. - ANS 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 ____. - ANS telecommuting
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
, Which of the following statements best describes the term "e-commerce?" - ANS 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? - ANS Suppliers
Which of the following statements is true of successful organizations? - ANS 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: -
ANS 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. -
ANS Customer-friendly system
Which of the following statements is true of a top down-oriented organization? - ANS Upper
management is at the top of the hierarchy.
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: - ANS 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. - ANS Empowerment
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
3
ANSWERS GRADED A+ 2026
Which of the following statements is true of the impact of the economic recession on
consumers' mindset? - ANS 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 ____. - ANS service
The process of correcting something that has gone wrong involving provision of a product to a
client is called ____. - ANS service recovery
The _____ includes an element of an organization that a customer experiences. -
ANS organizational culture
Which of the following is a component of a customer service environment? - ANS Delivery
systems
_____ is the term applied to an ongoing trend of information, knowledge and resource sharing
around the world. - ANS Globalization
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
1
,_____ refers to the relocation of business services by an organization from one country to
another. - ANS Offshoring
Service providers invest large amounts of money in training employees because ____. -
ANS 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? - ANS ?
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 ____. - ANS customer service
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 ____. - ANS public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining qualified people.
- ANS 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) _____. - ANS 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 ____. - ANS telecommuting
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
2
, Which of the following statements best describes the term "e-commerce?" - ANS 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? - ANS Suppliers
Which of the following statements is true of successful organizations? - ANS 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: -
ANS 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. -
ANS Customer-friendly system
Which of the following statements is true of a top down-oriented organization? - ANS Upper
management is at the top of the hierarchy.
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: - ANS 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. - ANS Empowerment
@COPYRIGHT 2026/2027 ALL RIGHTS RESERVED
3
