Unit 1: Constructing Your CX Foundational Knowledge with correct answers 100%

Unit 1: Constructing Your CX Foundational Knowledge with correct answers 100% Build long-term relationships with customers and have loyal customers you should focus on which cluster of emotions: A. Attention and Recommendation cluster of emotions B. Attention and advocacy cluster of emotions C. Recommendation and advocacy cluster of emotions D destroying and attention cluster of emotions - Correct Answer C Internal Customers are the people inside the company- your fellow employees and even your boss. T/F? - Correct Answer T Which three of the following statements about the hell zone (Bob Phibbs video) are true? A. the "hell zone" is the first 8 feet of the store/location B. Using a prop gives the customer the impression you are in the middle of something. C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach D. Always say, "Can I help you?" E. Make eye contact and then ignore the customer until she or he asks for help F. Greet the customer and then follow the person around and provide additional information on the products of interest - Correct Answer A. the "hell zone" is the first 8 feet of the store/location B. Using a prop gives the customer the impression you are in the middle of something. C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach T/F? Customer service and Customer experience are interchangeable terms since they mean the same thing. - Correct Answer F T/F? Emotional bonds between companies and customers are difficult for the competition to sever. - Correct Answer T T/F? There is always alignment between the brand as advertised and the customers experience. - Correct Answer F You and your co-worker are fixing part of the AC system in a large department of a local hospital. There are patients, employees, and others passing by and working nearby. your fellow employee beings to talk negatively about your company. What do you do? - Correct Answer B. Suggest to the employee that you talk about his concerns when you are back in the truck and away from others T/F? A company gains advocates (loyal customers) by creating customer experience that connects deeply with what customers value as delivered so impeccably that customers have no reason to switch to a competitor, even at a cheaper price. - Correct Answer T Companies use business processes and process flow charts (like the Juan & Rico's Tacos & Burritos example in Mod 3) to: A. Show employees how they depend on each other to create great experiences B. To reveal the results of customer surveys C. to schedule employees efficiently D. place blame when something goes wrong - Correct Answer A Tempkins 4 customer experience core competencies are: A. strong financial commitment B. compelling brand value C. powerful advertising D. customer connectedness