Test Bank for Customer Service Skills for Success 7th Edition

Test Bank for Customer Service Skills for Success 7th Edition Customer Service, 7e (Lucas) Chapter 1 The Word of Customer Service 1) The goals of providing customer service are similar despite the differences between organizations in their focus. Answer: FALSE Explanation: There have been many attempts to define the term customer service, but depending on an organization's focus—such as retailing, medical, dental, industry, manufacturing, or repair services—the goals of providing customer service may vary. Difficulty: 1 Easy Topic: Defining Customer Service Learning Objective: 01-01 Define customer service. Bloom's: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 2) Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers. Answer: TRUE Explanation: Customer service is defined as the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business. By doing these things, organizations can truly become customer-focused organizations Difficulty: 1 Easy Topic: Defining Customer Service Learning Objective: 01-01 Define customer service. Bloom's: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 3) The ultimate goal of customer relationship management is customer loyalty. Answer: TRUE Explanation: The concept of identifying customer needs, understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer is known as customer relationship management. The ultimate goal is customer loyalty. Difficulty: 1 Easy Topic: Defining Customer Service Learning Objective: 01-01 Define customer service. Bloom's: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 4) Internet service providers are an example of organizations that provide both products and services. Answer: FALSE Explanation: Internet service providers, associations, banks and credit unions, and consulting firms are examples of organizations that specialize in providing only services. Difficulty: 2 Medium Topic: Customer-Focused Organizations Learning Objective: 01-01 Define customer service. Bloom's: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation 5) According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as belonging to the service sector while the federal government isn't. Answer: FALSE Explanation: The term "service sector" as used by the Census Bureau and the Bureau of Labor Statistics in their reports and projections typically includes transportation companies, communication companies, utilities companies, federal government, and state and local governments. Difficulty: 1 Easy Topic: Customer-Focused Organizations Learning Objective: 01-01 Define customer service. Bloom's: Remember AACSB: Analytical Thinking Accessibility: Keyboard Navigation 6) A manufacturer of consumer electronics, wanting to reduce costs, relocates his production facility to a rural location. This is an example of a cottage industry. Answer: FALSE Explanation: Cottage industry is the term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors. Relocating a firm to a rural area is not an example of this. Difficulty: 2 Medium Topic: The Evolution of Customer Service Learning Objective: 01-01 Define customer service. Bloom's: Understand AACSB: Analytical Thinking Accessibility: Keyboard Navigation